Human resources development based on total quality management at Titik Balik Coffee Shop
Keywords:
Coffee Shop, Human Resource, HRD, Management, TQMAbstract
The importance of Human Resource Development (HRD) and Total Quality Management (TQM) for business success, particularly in the service sector like cafes and coffee shops. In a competitive environment, service quality is crucial, and effective HR management directly influences customer satisfaction and profitability. TQM, a managerial approach focusing on continuous quality improvement, requires commitment from all employees, not just top management, to be effective. The coffee shop industry in Indonesia, especially in Jember Regency, faces challenges in maintaining service consistency due to employee performance variations. TQM can address these issues by reducing variation, improving HR performance, and ensuring consistent service. However, the adoption of TQM faces obstacles, including a lack of understanding of TQM principles, resistance to change, and limited resources for training. Overcoming these barriers requires adequate training, strong management support, and financial investment. The study emphasizes that implementing TQM in human resource development can enhance service quality and competitiveness, especially through performance evaluation, training, and motivation.
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Al-Dhaafri, H. S., Yusoff, R. Z., & Al-Swidi, A. K. (2019). The Relationship between Enterprise Resource Planning, Total Quality Management, Organizational Excellence, and Organizational Performance-the Mediating Role of Total Quality Management and Organizational Excellence. Asian Social Science, 10(14). https://doi.org/10.5539/ass.v10n14p158
Almeida, F., & Carneiro, P. (2019). The role of continuous training in employee development: Challenges and opportunities. Journal of Business Strategy, 40(2), 123–139. https://doi.org/10.1108/JBS-03-2019-0118
Arifin, S., & Nugroho, D. (2021). Overcoming barriers to TQM in SMEs: Case of the hospitality sector. Journal of Quality in Maintenance Engineering, 27(3), 431–447.
Garvin, D. A. (2020). Managing quality. Free Press.
Goetsch, D. L., & Davis, S. (2019). Quality management for organizational excellence: Introduction to total quality. Pearson.
Govaerts, N., Kyndt, E., Dochy, F., & Baert, H. (2019). Influence of learning and working climate on the retention of talented employees. Journal of Workplace Learning, 23(1), 35–55. https://doi.org/10.1108/13665621111097245
Harahap, Y. (2020). Pendekatan kualitatif dalam penelitian. Kanisius.
Huang, Y., Su, Z., & Wang, Q. (2021). Employee-centered HR practices and their impact on employee engagement: Insights from the service sector. Journal of Organizational Behavior, 42(4), 675–687. https://doi.org/10.1002/job.2466
Johnson, T., & Brown, M. I. (2020). Comparing the validity of net promoter and benchmark scoring to other commonly used employee engagement metrics. Human Resource Development Quarterly, 31(4), 355–370. https://doi.org/10.1002/hrdq.21392
Jones, P., Hillier, D., & Comfort, D. (2020). ustainability practices in the service industry: Trends and new perspectives. International Journal of Contemporary Hospitality Management, 32(6), 245–257. https://doi.org/10.1108/IJCHM-08-2019-0711
Karatepe, O. M., & Olugbade, O. A. (2022). The effects of work social support and career adaptability on career satisfaction and turnover intentions. Journal of Management & Organization, 23(3), 337–355. https://doi.org/10.1017/jmo.2016.12
Kirkpatrick, D. (2020). The role of comprehensive evaluation systems in aligning HR development with TQM objectives. Journal of Human Resource Management, 15(2), 112–130.
Martins, N., & Nunes, J. (2020). Creating an employee-centered workplace: The role of personalized development programs. Human Resource Management Journal, 29(3), 357–370. https://doi.org/10.1111/1748-8583.12247
Miles, M. B., & Huberman, A. M. (2014). Qualitative data analysis: A methods sourcebook (3 ed.). SAGE Publications.
Mone, E. M., & London, M. (2018). Employee engagement through effective performance management: A practical guide for managers (2 ed.). Routledge.
Nasution, M. N. (2023). Metode penelitian kualitatif. Deepublish.
Noe, W. (2020). Reward systems in TQM implementation: Impact on employee engagement in cafes. Journal of Workplace Learning, 32(8), 537–554.
Oakland, G. (2020). TQM in service industries: Enhancing customer satisfaction. Service Business, 14(3), 411–429.
Park, S., & Shaw, J. D. (2020). Succession planning and its impact on employee retention and organizational continuity. Journal of Organizational Behavior, 41(8), 865–883. https://doi.org/10.1002/job.2465
Robbins, S. P., & Judge, T. A. (2021). Organizational behavior (19 ed.). Pearson.
Sadikoglu, E., & Olcay, H. (2019). The effects of Total Quality Management practices on performance and the reasons of and the barriers to TQM practices in Turkey. Advances in Decision Sciences, 2014(7), 1–17. https://doi.org/10.1155/2014/537605
Sallis, E. (2021). Total quality management in education. Routledge.
Smith, J., & Haynes, R. (2019). The impact of digital training solutions on learning effectiveness in the workplace. Journal of Digital Business, 15(4), 205–214. https://doi.org/10.1002/jdb.2539
Ulrich, D., & Dulebohn, J. H. (2021). Are we there yet? What’s next for HR? Human Resource Management Review, 25(2), 188–204. https://doi.org/10.1016/j.hrmr.2015.01.004
Wang, Y., Liu, J., & Guo, C. (2021). The role of mentoring in enhancing employee engagement and career success: Evidence from the hospitality sector. Journal of Career Development, 48(1), 85–98. https://doi.org/10.1177/0894845320904675
Yusuf, M. S., Ahmed, R., & Saeed, M. (2020). Addressing service quality in the food and beverage industry through TQM. Journal of Foodservice Business Research, 22(4), 314–329.
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Published
2025-01-30
How to Cite
Nugraha, A., Rohim, R., & Cahyo, D. N. (2025). Human resources development based on total quality management at Titik Balik Coffee Shop . Journal of Management Science (JMAS), 8(1), 298–304. Retrieved from https://www.exsys.iocspublisher.org/index.php/JMAS/article/view/571
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