摘要：he study is intended to create a model for developing and implementing TQM and increasing the quality of academic service system at the State University of Malang. It is an action research involving those directly working in the academic service system. The findings indicate that the model for developing and implementing TQM increases the quality of the academic service system. The effectiveness is indicated by the increased quality of the academic service system as measured by the increase of satisfaction of the clients, the greater ability of the system to meet the need and expectation of the clients, and the greater involvement of individuals and institutions within the academic service system
关键词：Total Quality Management; sistem layanan akademik
