The quality of the pharmaceutical services provided by a pharmacy greatly
determines the success of the competition in fulfilling the patient's satisfaction and is
one of the important things to determine the strategy of developing the business and
maintaining the quality of the pharmacy itself. Total Quality Management (TQM) is a
management system that is used to improve the quality of services and to help achieve
the target that is established by an organization.
This research is an observational research by using interviews through
questionnaires conducted in 27 outlets of pharmacy Kimia Farma that exist in
Semarang City with the aim to analyze Total Quality Management in its
pharmaceutical service. Data analysis is performed using the Importance Perfomance
Analysis (IPA) method. In establishing a pharmacy development strategy, a Focus
Group Discussion (FGD) was conducted to analyse internal and external factors of
Kimia Farma Pharmacy with SWOT analysis.
IPA evaluation results show average performance value of 4.05 and average
importance value of 4.31 as well as average level of conformity of all components by
93.87%. Then it can be said that the implementation of TQM at the Kimia Farma
pharmacy in Semarang has been running well. Development strategy that can be done
based on SWOT analysis is SO (Strengths-Oportunity) strategy to optimize the
resources owned and maximize the success of opportunities that exist in the purpose
of improving the performance of the Kimia Farma pharmacy in Semarang.
Keywords: Total Quality Management, pharmacy services, strategy, Important
Performance Analysis, SWOT