Total Quality Management in Community-Based Operations: An Evaluation of Environmental CSR Programs

ABSTRACT : The management quality of Corporate Social Responsibility (CSR) programs has become a critical concern, particularly for environmental initiatives that are often implemented symbolically and lack long-term sustainability. From an operations management perspective, such programs can be viewed as community-based operations that require systematic quality management to ensure consistent performance and impact. This study aims to evaluate the quality management practices of an environmental CSR program implemented through the Kampung Ramah Lingkungan (KRL) initiative in Bogor Regency, Indonesia, using a Total Quality Management (TQM) framework. A qualitative descriptive approach with an evaluative case study design was employed. Data were collected through in-depth interviews, field observations, and document analysis involving corporate CSR representatives, program managers, and beneficiary communities. The evaluation focused on five TQM dimensions: continuous improvement, employee empowerment, just-in-time, knowledge of TQM tools, and customer focus. The findings indicate that the CSR program has moderately implemented TQM principles, particularly in continuous improvement, community empowerment, and alignment with local needs. However, limitations remain in the standardisation of performance indicators and the systematic use of data for monitoring and evaluation. This study contributes to the operations management literature by extending the application of TQM to community-based and non-profit operational contexts. Practically, the findings provide insights for CSR managers and practitioners on how quality management principles can enhance the sustainability and effectiveness of environmental CSR programs.