THE HUMAN RELATED DIMENSIONS OF TQM PRACTISE IN SERVICE SETTINGS
Bambang Agus Pramuka, Wiwiek Rabiatul Adawiyah

Abstract
This paper attempted to explore the human related aspects of TQM practices in Islamic Banking settings. Soft TQM signifies any forms of business efforts dedicated to human-related dimensions of TQM, namely, leadership and top management commitment, customer focus, training and education, empowerment, and reward and recognition. The samples of the study were 497 employees of Islamic banks located in Central Java Indonesia. The tool of analysis used in this study was descriptive statistics. The finding of the study showed that all Soft TQM dimensions were well implemented as part of Islamic banks’ quality management practices with empowerment appears to be a dominant practice. The result of the study prescribed potential implications for the management of Islamic banks in Indonesia to include human related aspect of TQM as an integral part of the company’s strategic vision to obtain higher level of employees’ commitment.

Full Text: PDF