TOTAL QUALITY MANAGEMENT DAN SERVICE QUALITY DALAM ORGANISASI PENDIDIKAN TINGGI
Abstract: Quality is at the
top of most agenda and improving quality is probably the most important task
facing any situation. Of course, we all know quality when we experience it, but
describing and explaining it is a more difficult task. In our everyday life, we
usully take quality for granted, especially when it is regularly provided. The
best organizations, whether public or private, understanding quality and know
its secret. While, service quality characteristics especially education, are
more difficuli to define than those for physical products. This because the
include many important subjective elements. For purposes of analysing quality
it is more appropriate to view education as a service industry than as a
production process. In TQM, staff members are known as internal customers and
students or learners are primary external customesr or clients.
This article describes Total Quality Management and Service Quality for
improving higher education organization. Two cases in Total Quality Management,
and Service Quality are discussed and analyzed to show a little example of
higher education organization in Indonesia that has not been performed Total
Quality Management and Service Quality yet. The Result of the analysis proves this.
Then, authors also show how Total Quality Management as the philosophy can be
achieved in higher education organization.
Penulis: C. Novi Priamiani
& D. Wahyu Ariani
Kode Jurnal: jppendidikandd050008
