Strategy for Implementing Total Quality Management to Achieve Quality Education in Higher Education

Abstract

This study aims to analyze the strategy of implementing Total Quality Management (TQM) in realizing quality education in higher education, with a case study at Telkom University. The research approach is descriptive and qualitative, with data collection techniques that include in-depth interviews, observations, and documentation studies. The results of the study indicate that the success of TQM implementation at Telkom University is supported by five main factors: the highest leadership commitment, the active involvement of the entire academic community, an integrated internal quality assurance system (SPMI), the use of information technology in quality management, and the formation of a sustainable quality culture. This strategy is realized through implementing the PDCA (Plan-Do-Check-Action) cycle in all work units and study programs, supported by quality information systems such as gracias and e-SPMI. These findings strengthen the relevance of the TQM concept in the context of higher education in Indonesia and provide an implementation model for other institutions that want to improve the quality of academic services systematically and participatively.