The Model of Optic Management Using the Total Quality Management Concept Ferry Doringin, Wahyu Budiana, Karla Sasia
Akademi Refraksi Optisi dan Optometry Gapopin
Abstract
This research aims to develop the model of the optical management based on Total Quality Management (TQM). Through a qualitative case study method, researchers investigated best practices in six medium-scale optical companies in the West Jakarta and South Jakarta areas. Data collection was carried out through interviews with the leaders of each optical agency, observation and analysis of documents related to planning, implementation, monitoring and evaluation, including the Standard Operating Procedures (SOP) of each Optic. The research findings revealed that the five pillars of TQM, which focus on quality, product, process, leadership, and employee commitment, are in a transition phase in the optical companies studied. Although various efforts have been initiated, legacy practices and conflicts of interest remain obstacles in achieving the desired quality. This study provides insight into the importance of implementing TQM-based governance in the small and medium-sized optical industry to improve eye care services, especially in the context of technological advances.
Keywords: Total Quality Management, Eye Health, best practices, model, Optic
