Total Quality Management Implementation in Small Business: Case Study in Depok, Indonesia

This research focuses on the implementation of TQM in small businesses especially restaurant or food stall in Depok, West Java. There are three aspects of TQM that are used as indicators of research: Customer Orientation, Continuous improvement, and Employee Empowerment. The result shows that TQM concept not fully implemented on Warung Tegal and Warung Padang. This condition due to not all criteria can be adopted properly in practice. From the research we could see from the costumer orientation category, 4 out of 10 questions are scored below 2. Customer orientation is very important because quality is defined by customer. Gathering information about what the customer wants on a regular basis is needed to make improvements. For continuous improvement criteria, the average score 2.91 out of 5 from 5 questioner's questions, which shown that most of the food stalls didn't fulfil the criteria of TQM application in continuous improvement. For the employee empowerment category, a third of the Warung Tegal and Warung Padang recruit's employee from relatives with may or may not has something to do with quality because they accept employees based on family not skills and abilities.