期刊名称：Cakrawala Pendidikan: Jurnal Ilmiah Pendidikan
印刷版ISSN：0216-1370
电子版ISSN：2442-8620
出版年度：2005
期号：2
页码：177-203
DOI：10.21831/cp.v0i2.368
语种：Indonesian
出版社：Universitas Negeri Yogyakarta
摘要：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 in-clude 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 asinternal 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.
