Analysis of Total Quality Management in Improving Services to the Community at the South Minahasa Regent's Office

Abstract

Total Quality Management (TQM) is a modern management concept that seeks to respond appropriately to every change, whether driven by external or internal forces. The presence of Total Quality Management focuses more on the institution's goal of serving the needs of the community by implementing high quality services. In this research, the aim of this research is first to determine the implementation of Total Quality Management in the South Minahasa regent's office, and the service system for the regent's office employees. South Minahasa towards society. Second, to find out the service system for South Minahasa Regent's office employees in agencies (Integrated Services) towards the community. The results of the research show that investment developments in South Minahasa Regency directly influence the economic development of South Minahasa Regency. Investment development certainly needs to be supported by comfort when investing. As the front guard in implementing investment in Manado City, the Department of Investment and One Stop Integrated Services (DPMPTSP) makes a major contribution in creating a conducive investment climate, especially in the services provided. DPMPTSP simplifies the investment process in South Minahasa Regency, where all permits are managed by one agency and are also carried out using an online process, starting from the queuing system, permit creation process, status checking to permit issuance. In 2021 DPMPTSP served 2,649 applicants, with a total of 97.1% issued. The DPMPTSP Strategic Plan reveals several things that are problems in service, including a lack of public knowledge regarding policy changes related to business licensing, a lack of facilities and infrastructure in providing services to the community, not yet optimal use of online licensing in the community and not yet optimal public complaint services. This problem must of course be resolved in order to simplify the desired investment process.