Pengaruh Total Quality Management (TQM) Terhadap Kinerja Karyawan Bagian Operasional di Pegadaian Surabaya

Background: This study aimed to analyze the influence of Total Quality Management (TQM) on employee performance of operations at the Pawnshop Surabaya. In this study used the technique Complete Enumeration Sampling is a sampling of all the population from which the sample in this study, the questionnaire to be distributed to employees of the operational part. The questionnaire there are some questions that concern about employee performance system and product innovation in Pawnshop which later can be used for the assessment whether TQM is running well for employee performance system. The population of this study are employees of Pegadaian and the sample is Pegadaian operational employees in Surabaya, amounting to 17 offices with 68 employees.Conclusion: Based on the research that has been conducted, proving that TQM. Has a great influence in improving employee performance. Keywords: Leadership, Customer Focus, Continuous Improvement, Unity of Purpose, Employee Engagement and Empowerment, Employee Performanc