IMPLEMENTASI TOTAL QUALITY MANAGEMENT PADA PT. GLOBAL JET EXPRESS

Abstrak

This study aims to analyze the implementation of eight pillars of Total Quality Management TQM at PT. Global Jet Express and identify challenges in its asset-light business model. A qualitative single case study was employed through interviews with 6 informants, observation at Jakarta Sorting Center, and 2024–2026 document analysis. Results show an average TQM score of 2.6 out of 5, categorized as fair to weak. Strong pillars: Customer Focus and Teamwork at central hubs. Weak pillars: Education & Training and Controlled Freedom at agent level. Three key challenges emerged: 1) SLA vs quality dilemma from marketplaces, 2) Quality blind spot across 11,000+ partner agents, 3) 22% courier turnover disrupting SOP consistency. This study proposes the “TQM-JET” Model with three additional pillars: Tech-enabled Gemba, Agent Integration Score, and Customer Obsession Score. Practical implication: J&T must revise agent KPIs and invest in AI CCTV to reduce Cost of Poor Quality.