PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA KARYAWAN BAGIAN OPERASIONAL DI BANK BTN SURABAYA

The aims of this study is to determine the effect of the focus on the customer, continous improvement education and training, unity of purpose, the award system, invelvment and empowerment of employees on employee performance. This study uses primery data source , questionnarre. This study populationns 50 employees on operational section which work in BTN Bank in Surabaya. Sampling uses complete enumeration technique. After the distribution of questionnarres, obtarned sample of 42 employees of the operational section, and data analysis uses SPSS 20.0. these result indicate that 1) focus on the customer has no significant effecton employee performance, 2) continues improvement has no significant effecton employee performance, 3) education and training has no significant effecton employee performance, 4) unity of purpose has no significant effecton employee performance, 5) the award system has no significant effecton employee performance, 6) invelvment and emprovement of employees on employee performance has no significant effecton employee performance. The test resut F can nbe concluded that focus on the customer, improvement education and training, unity of purpose, the award system, invelvment and empowerment of employees on employee performance. Simultaneous has no significant effect on employeeof operational section performance. Keyword: TQM,the focus on the customer,improvement education and training, unity of purpose, the award system, invelvment and empowerment of employees on employee performance. This study uses primery data source , questionnarr