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C. Novi Priamiani & D. Wahyu Ariani
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TOTAL QUALITY MANAGEMENT DAN SERVICE QUALITY DALAM ORGANISASI PENDIDIKAN TINGGI C. Novi Priamiani & D. Wahyu Ariani
Jurnal Cakrawala Pendidikan No 2 (2005): Cakrawala Pendidikan, Juni 2005, Th. XXIV, No.2
Publisher : LPMPP Universitas Negeri Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (235.192 KB) | DOI: 10.21831/cp.v0i2.368

Abstract

AbstractQuality is at the top of most agenda and improving quality isprobably 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 includemany 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 asinternal customers and students or learners are primary externalcustomesr or clients.This article describes Total Quality Management and ServiceQuality 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.Key words: total quality management, service quality, higher education, quality culture.
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