I Komang Ari Sadewa (23)

TQS (Total Quality Service) can be defined as a strategic and integrative management
system that involves all managers and employees, and uses qualitative and quantitative methods
to continuously improve organizational processes, in order to meet and exceed customer needs,
wants and expectations. In its application there are several main principles of TQS including:
1. Focus on customers
In this case the TQS system is very concerned about customers from an industry of course with
qualitative and quantitative methods. For example, paying attention to the customer satisfaction
index for service.
2. Total engagement
Total involvement is meant by the active role of both managers and employees in the process of
improving goods and services as well as creating a positive and efficient work atmosphere.
3. Measurement
This 3rd principle aims to create basic measures/benchmarks, both internal and external for
organizations and customers who are supported by making process and result measures,
identifying outputs from critical work processes and measuring their conformity with customer
demands, and finally correcting deviations and improving performance.
4. Systematic support
Systematic support itself comes from the management itself where management is responsible for
the sustainability of TQS itself which is supported by the development of facilities to maintain the
relationship of TQS with management functions.
5. Continuous improvement
Self-improvement must be carried out at any time to ensure customer satisfaction and desires are
met, so management must pay attention to the following things:
a. View all work as a process
b. Anticipating changing customer needs, wants and expectations
c. Making incremental improvements
d. Reduce cycle time
e. Encourage and accept feedback without fear