<p class="TtuloAbstract">In today’s market situation and complex business environment, organization must be able to deliver the customer’s requirement and the expectations which are critical to the satisfaction such as high product quality, faster delivery and competitive cost. Organization need to apply a comprehensive concept and method on managing those requirements. The concept of Total Quality Management (TQM) is considered as one of a popular concept used to manage the quality of product and services comprehensively. This research is to observe is this concept and method still relevant to be use and effectively improved the business performance as well as customer satisfaction. It is a systematic literature review to the literatures from many industry sectors that were collected and reviewed in detail. The result show that this concept is still being used by many organizations around the world and its successfully help the organization to improve their competitiveness, business growth and the sustainability as well as increase employee’s morale.</p>

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Identifying optimum process parameters, their effects, and contributions to the outcomes of electroplating thickness in the electroplating process is very time-consuming and requires high cost. Small Medium Enterprises (SMEs) use a traditional approach in determining optimum process parameters that can lead to an inefficient result, such as a high variation in the response. Design of Experiment (DOE) can identify the significant factors in the process, show the correlation of each factor, and determine the optimum process parameter to achieve the targeted response (thickness). The research aimed to use DOE analysis with Response Surface Method (RSM) to optimize the electroplating parameter. It was experimental research using real production part as the DOE sample and Minitab statistic software to analyze the result. The used sample in the experiment was the continuous product order from a home appliance manufacturer. Then, four factors during the electroplating process were chosen: electrolyte concentration, electric current, duration of timing, and surface of the electroplated area. The results show that to reach thickness at 40 microns, it needs the optimum parameter with 5 minutes duration, electrolyte density of 22 Baume, electricity of 5 Volt, and surface area product of 415 cm2. This condition leads to capacity improvement of up to 100%. Hence, it decreases overtime costs and contributes to reducing energy consumption.