Result Analysis of Total Quality Management Implementation Using Quality Manual to Achieve Raise on Service Excellence (ROSE) in PT. TLK Indonesia

A company has to develop both its business sector and its organization. This development is intended for the sake of customer satisfaction. PT. TLK as a well-known telecommunication company in Indonesia, has decided that in 2011 has become the beginning year of Quality Assurance. This study is intended to discover the picture of quality manual of PT. TLK as efforts in achieving quality assurance through the implementation of Total Quality Management. This study is also intended to discover the business result of the implementation of quality manual. The method used in this study is qualitative descriptive methods to conduct observation and interviews. The result of the study explains that in improving product services quality to satisfy customers expectation through Total Quality Management (TQM) and quality manual implementation, Raise on Service Excellence (ROSE), indicates the positive effect to the company.