摘要：The objective of this study is to obtain information of concept of total quality management (TQM) implementation in improving the quality of Nursing Academy, Health Polytechnic Jakarta. This action research was conducted in three cycles which involving the academy students, teaching staff, and administration staff. Data were collected through test, interview, focus group discussion and seminars. Survey was conducted prior to the first cycle of the action to obtain information on existing conditions and to identify potential problems. Study results showed significant quality improvements of the institution troughout the four pillars of TQM. The results showed a significant increase in quality. Student satisfaction, academic quality of graduates increased, which showed management focus on customer satisfaction. Educational facilities, academic and administrative services increased, showed that it has made efforts in services improvement to students. Campus improvement increased. It has been done also improving the quality of human resources in the form of further education as honor. Therefore, the continuous implementation of TQM pillars is very important.
