Total Quality Management on One-Stop Integrated Licensing Service in Indonesia: A Study of Two Regional Governments in East Java

Abstract

This article attempts to explore the convergence and implementation of Total Quality Management (TQM) principles in PTSP (a one-stop integrated licensing service) organizations in two regencies

in Indonesia, namely Situbondo and Bondowoso districts based on ISO (International Organization for Standardization 9000-2005) using 8 (eight) standards quality of service quality with the exception of 1 (one) standard, namely the relationship with suppliers. The combination of quantitative and qualitative method, known as mixed method, was operative to obtain more measurable information concerning the dimensions of TQM as measured by the perceptions of user stakeholders and implementers of services, particularly concerned with factual approach to decision making (FA), involvement of people (IP), Leadership Driven (LS), continuous improvement (CI), and process approach (PA), and customer focus (CF). On the other hand, qualitative method was applied to obtain in-depth information related to the application of TQM according to the PTSP unit management policy. Research findings demonstrated that the Implementation of Total Quality Management (TQM) in one-door integrated service agencies in Bondowoso and Situbondo Districts had been carried out in accordance with the dimensions of Total Quality Management) by focusing on improving the quality of services for enhanced satisfaction with community services. This was the case despite the fact that the involvement of employees and stakeholders in licensing services was driving factor in the implementation of TQM at the regional command level on a decentralized governance model.