IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN HIGHER EDUCATION INSTITUTIONS: A LITERATURE REVIEW

Abstract

Excellent universities are universities that prioritize quality in governance. Good quality shows that universities always make improvements that make the expectations of service users fulfilled. This research uses the literature study method, which contains a description of the theory and findings from various previous studies. In implementing Total Quality Management (TQM), higher education institutions need strategic plans and operational plans as well as quality management. The commitment of all leaders of higher education institutions as top management determines the implementation of TQM which is also supported by the commitment of employees who will become the competitive advantage of the institution. In its implementation, it is necessary to pay attention to the dimensions of service quality that are expected by the implementation of TQM in higher education institutions to meet customer needs and expectations.

Keywords: Total Quality Management, Higher Education