INTEGRATED TQM AND LEAN MANAGEMENT MODEL FOR IMPROVING OPERATIONAL EFFICIENCY OF MODERN RETAIL IN BANDUNG CITY

Abstract

Modern retail competition in Bandung demands high operational efficiency to provide fast, precise, and quality service. Integrating Total Quality Management (TQM) and lean management is believed to be an effective strategy, but its application in the retail sector has rarely been studied in depth. The purpose of this study is to determine the application of TQM and lean management in modern retail operations in Bandung City and to design an integrated TQM-Lean Management model to improve operational efficiency in modern retail. This study used a qualitative case-study approach to examine several large retail chains in Bandung. Data were obtained through in-depth interviews with operational managers, store supervisors, and logistics staff, as well as direct observation of daily work processes. Analysis was conducted using qualitative methods and interactive models to identify implementation patterns, challenges, and outcomes of integrating the two approaches. The research findings indicate that implementing TQM through employee involvement, top management commitment, and continuous improvement can strengthen a consistent quality culture. Meanwhile, lean management principles such as waste elimination, just-in-time implementation, and work standardization have been shown to increase distribution flow speed and reduce operational costs. The integration of the two resulted in a model that can reduce excess stock levels, accelerate replenishment, improve inventory recording accuracy, and enhance labor productivity in stores. Key success factors were identified as leadership that encourages employee involvement in continuous improvement and the use of performance data as a basis for decision-making. This study concludes that the integration of TQM and lean management not only improves operational efficiency but also strengthens customer satisfaction through faster and more consistent service. The resulting conceptual model can serve as a practical reference for modern retail management in Bandung in designing sustainable operational strategies.