Degree Name

Master of Total Quality Management (Hons.)


Department of Mechanical Engineering


PT. TELEKOMUNIKASI INDONESIA known as TELKOM is cuiTently the major telecommunications operator in Indonesia. As the telecommunications businesses become more competitive, TELKOM is preparing itseli' to become a World Class Operator (WCO). The improvement approach being implemented in TELKOM is Organisational Restructuring, whereas other improvement approaches to be implemented ai-e Total Quality Management (TQM), Business Process Reengineering (BPR) and Benchmarking. In the absence of a customised benchmarking model, oppoitunity was seen to develop such a model for use by the organisation. The aim of this project is to develop a customised benchmarking model for TELKOM. The literature review showed that benchmarking is compatible with improvement approach being and to be implemented in TELKOM.