IMPLEMENTASI TOTAL QUALITY MANAGEMENT DAN IMPLIKASINYA TERHADAP KINERJA ORGANISASI DAN KEPUASAN PELANGGAN: SYSTEMATIC LITERATURE REVIEW
DOI:
https://doi.org/10.61722/jaem.v3i1.9431Keywords:
Total Quality Management, kinerja organisasi, kepuasan pelanggan, tinjauan literatur sistematis, akuntansi manajerialAbstract
Penelitian ini bertujuan mengidentifikasi dan menganalisis praktik implementasi Total Quality Management dalam meningkatkan kinerja organisasi dan kepuasan pelanggan di berbagai sektor industri melalui tinjauan literatur sistematis menggunakan metode PRISMA. Proses seleksi menghasilkan lima belas artikel berkualitas tinggi dari 309 artikel awal yang teridentifikasi melalui database Scopus, Web of Science, ProQuest, dan Google Scholar periode 2015-2025. Temuan menunjukkan bahwa praktik Total Quality Management memiliki korelasi positif signifikan dengan kinerja organisasi, dengan nilai koefisien berkisar 0,568 hingga 0,827 di berbagai sektor industri. Praktik perbaikan berkelanjutan, fokus pelanggan, keterlibatan karyawan, dan manajeme proses menjadi elemen fundamental yang paling konsisten diterapkan. Komitmen manajemen puncak, pemberdayaan karyawan, dan komunikasi efektif teridentifikasi sebagai faktor kritis kesuksesan, sedangkan resistensi terhadap perubahan menjadi hambatan utama implementasi. Integrasi Total Quality Management dengan sistem akuntansi manajerial menghasilkan mekanisme pengukuran kinerja komprehensif melalui pendekatan balanced scorecard dan quality costing yang memfasilitasi pengambilan keputusan strategis berbasis data. Penelitian ini memberikan kontribusi teoretis dalam memperkaya literatur akuntansi manajerial dan manajemen kualitas serta memberikan panduan praktis bagi organisasi dalam merancang strategi implementasi yang efektif dengan mempertimbangkan faktor kritis kesuksesan dan mengantisipasi hambatan potensial. Secara praktis, hasil penelitian ini mengimplementasikan bahwa suatu organisasi perlu mengintegrasikan elemen SDM dan sistem akuntansi secara sinergis untuk memitigasi adanya hambatan implementasi dan mengoptimalkan dampak TQM terhadap kinerja organisasi.
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