WAHYUNI, RINA SITI (2021) PROSES KOMUNIKASI INTERNAL DI PT. PENTAWIRA CIPTA INDONESIA DALAM MENINGKATKAN MUTU PRODUK. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT. Pentawira Cipta Indonesia is a company engaged in exhibition construction services. The implementation of the communication process there are problems between the implementation of SOP communication, vertical communication, horizontal communication, or diagonal communication in improving the quality of products. The focus of the research in this thesis is how the internal communication process in PT. Pentawira Cipta Indonesia in improving the quality of products. The research method used is descriptive qualitative, the data collection techniques used are primary data and secondary data. Primary data is collected through interviews and observations, while secondary data is obtained from books and other sources. Furthermore, the data analysis techniques used are data reduction, data modeling, and conclusion drawing. Based on the research showed that the internal communication process in improving the quality of the product is quite active despite various obstacles. The occurrence of a communication process is supported by several elements, namely; communicators, messages, communication media, communion and feedback. The communication process will achieve success if the elements can run according to their function. Keywords : Communication Process, Internal Communication, Standard Operating Procedures (SOP), Product Quality. PT. Pentawira Cipta Indonesia merupakan perusahaan yang bergerak di bidang jasa konstruksi pameran. Pelaksanaan proses komunikasi terdapat masalah antara pada komunikasi pelaksanaan SOP, komunikasi vertikal, komunikasi horizontal, ataupun komunikasi diagonal dalam meningkatkan mutu produk. Fokus penelitian dalam skripsi ini adalah bagaimana proses komunikasi internal di PT. Pentawira Cipta Indonesia dalam meningkatkan mutu produk. Metode penelitian yang digunakan adalah deskriptif kualitatif, teknik pengumpulan data yang digunakan adalah data primer dan data sekunder. Data primer dikumpulkan melalui wawancara dan observasi, sedangkan data sekunder diperoleh dari buku maupun sumber lainnya. Selanjutnya, teknik analisis data yang digunakan adalah reduksi data, model data, dan penarikan kesimpulan. Berdasarkan hasil penilitian menunjukkan bahwa proses komunikasi internal dalam meningkatkan mutu produk cukup aktif walaupun ada berbagai hambatan. Terjadinya suatu proses komunikasi didukung oleh beberapa unsur yakni; komunikator, pesan, media komunikasi, komunikan dan umpan balik (feedback). Proses komunikasi akan mencapai keberhasilan jika unsur-unsur tersebut dapat berjalan sesuai fungsinya. Kata kunci : Proses Komunikasi, Komunikasi Internal, Standar Operasional Prosedur (SOP), Mutu Produk.
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