IMPLEMENTASI TOTAL QUALITY MANAGEMENT (TQM) DALAM PENINGKATAN LAYANAN SEKOLAH

Risa Saparina, Abdul Azis Wahab, Aceng Muhtaram Mirfani

Abstract


This study aims to describe and analyze the implementation of total quality management (TQM) in improving school services at Muhammadiyah 7 Elementary School Bandung. This study uses a qualitative approach with a case study method. Data is collected through observation, interviews, and studying documents and records related to research. This study shows that the implementation of TQM in Muhammadiyah 7 Bandung Elementary School can increase customer satisfaction as evidenced by the continued increase in input at Muhammadiyah 7 Bandung Elementary School, continuous improvement is made by the school so that many achievements are generated and achieved by teachers or students. However, it was also found that one of the factors that inhibited the implementation of TQM in Muhammadiyah 7 Elementary School Bandung was the presence of several parties who did not carry out long-term commitments properly. These findings lead to the recommendation that synergy is needed in implementing TQM, principals as leaders should provide motivation and include all levels of management, teachers and employees to be responsible and give confidence in determining the quality to be achieved so that they can uphold their commitment to improving school services.

Keywords


quality of education, school services, total quality management

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DOI: https://doi.org/10.17509/jap.v27i1.24405

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