scholarly journals APLIKASI TOTAL QUALITY MANGEMENT (TQM) PENDIDIKAN TINGGI DALAM RANGKA PELAYANAN PELANGGAN MAHASISWA ASING DI INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA (IIUM)

2010 ◽  
Vol 1 (2) ◽  
pp. 130
Author(s):  
Ahmad Hamid
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Customer Service ◽  
Foreign Students ◽  
Great Influence ◽  
International Standards ◽  
Total Quality ◽  
Optimal Point

This study aims to describe the role of Total Quality Management in order to increase foreign student customers.The method used is qualitative descriptive method. The selection of this method is to obtain an overall picture of the problem being studied. As for the unit of analysis or research subject as a source of data are the leaders, lecturers, staff, technical supervisors, and the students of International University of Malaysia (IIUM).The data was collected by using questionnaires. Interview method is used to support the research, and the obtained-data was analyzed through triangulation. In general, the results of this study show that continuously improvement and involve all elements of the organization starting from the rector of IIUM to personnel at the technical level in order to improve customer service quality of foreign students. This worked well and coordinated according to the system that has been applied and has been in accordance with international standards. Based on data analysis, it is known that in general, Total Quality Management (TQM) that is applied by the rector of the International Islamic University (IIUM) has reached an optimal point, whether it in terms of Customer Satisfaction, Continuous Improvement, Speaking with Fact, and Respect for People. Thus, it can be concluded that TQM applications in order to improve Customer Service Foreign Students at the International Islamic University Malaysia (IIUM) was a great influence in improving customer service quality of foreign students in accordance with the vision, mission and objectives of the International Islamic University Malaysia (IIUM).

QUALITY OF SERVICES IN THE BANKING INDUSTRY: CONCEPT AND MEASUREMENT

2005 ◽  
Vol 11 (1) ◽  
pp. 47-67
Author(s):  
Suzana Marković
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Banking Industry ◽  
Quality Of Services ◽  
Total Quality

Istraživanja znanstvenih i stručnih radova, stranih autora, svjedoče o rastućem zanimanju za proučavanje koncepta kvalitete (Quality), upravljanja potpunom kvalitetom (Total Quality Management), kvalitete usluga (Service Quality) i zadovoljstva klijenta (Customer Satisfaction), za razliku od domaćih autora, koji vrlo rijetko ili samo s nekoliko aspekata, proučavaju ove koncepte. U svojoj težnji za poboljšanjem kvalitete hotelskih usluga i zadovoljstva hotelskih gostiju, hotelski menadžeri često nailaze na problem mjerenja kvalitete usluga. Stoga je cilj ovog istraživanja detaljno objasniti koncept kvalitete usluga, te koncept mjerenja kvalitete usluga. Osim toga, u radu se opisuje i SERVQUAL ljestvica mjerenja (Parasuraman, ZeithamI, Berry, 1985., 1988., 1991.), kao i ostale ljestvice i modeli, koji se najčešće koriste u mjerenju kvalitete usluga u hotelskoj industriji.

scholarly journals Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach

2016 ◽  
Vol 51 (1) ◽  
pp. 123-136 ◽  
Author(s):  
Nasra Gathoni ◽  
Thomas Van der Walt
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Academic Library ◽  
Management Approach ◽  
Total Quality ◽  
Library Service ◽  
University Library ◽  
Library Users

The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a user-based assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users – nursing and medical faculty and nursing and medical students – with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users’ expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library. This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users’ expectations and perceptions of quality.

scholarly journals The Impact of Total Quality Management on E-Government Implementation in Jordanian Governmental Institutions

2021 ◽  
Vol 11 (4) ◽  
pp. 37
Author(s):  
Ali Abdallah Alatoum ◽  
Sohail Mohammad Bani Mustafa
Keyword(s):  
Public Sector ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Service Sector ◽  
Total Quality ◽  
Senior Managers ◽  
Governmental Institutions ◽  
The Impact

The primary goal of this research is to examine the impact of TQM and e-government on service quality within Jordanian public sector entities. To achieve the study's goal, a self-administered form was designed to elicit the opinions of seventy middle and senior managers from five government agencies.The study's significance stems from its arrangement to clarify the impact of Total Quality Management and data technology collaboration on public-sector reform programs. Specifically, to assess the impact of the integrated relationship between the use of e-government and TQM on the quality of service provided by Jordan's public sector.The study's findings revealed that the establishments studied used completely different dimensions of total quality management throughout the implementation of some stages of e-government. The findings also revealed a direct relationship between the development of Total Quality Management and e-government and service quality. Lastly, the study established the relationship and impact of the interaction between the application of TQM and e-government on public and service sector in Jordan.

scholarly journals A Critical Study on the Implementation of the Total Quality Management in Directorate General of Project and Engineering Affairs in Ministry of Health, Oman

2020 ◽  
Author(s):  
Khalid Saif Salim Al-Nadabia ◽  
Dr. Maria Teresa Matriano
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Sampling Technique ◽  
International Standards ◽  
Critical Study ◽  
Total Quality ◽  
Ministry Of Health ◽  
Organizational Goals ◽  
Directorate General

Total quality management or TQM has become one of the most important mechanisms for organizations that offers unique products or services to satisfy customers and achieve organizational goals. It is the core of management in the 21st century to provide better services and strive for customer and supplier satisfaction as well as maintaining a good relationship with the owners. The problem that this research focuses on is that the organization does not use a quality system or policy at work and therefore management faces a major problem on cost and effort in training staff. This has led to a lack of trust of the client as well as stakeholders in the services provided by the institution. The study primarily focused on understanding the application of TQM in Directorate General of Project and Engineering Affairs (DGPEA) office in Ministry of Health, as well as the challenges and issues in the performance of the work. The study has proposed a framework for improving TQM in DGPEA and in increasing the efficiency and quality of service. The researcher used descriptive methodology to collect qualitative and quantitative data through survey questionnaire and interviews. Judgmental purposive sampling technique was used with a more representative sample. It was concluded in the study that organization should focus on cooperation in creating a healthy work environment and for continuous improvement of all operations as well as reducing redundancy and unnecessary functions. The recommendations addressed the top-management concerns, and operational TQM issues aiming at strengthening the strategies adopted in the application of TQM in accordance with international standards.

Perubahan Budaya dan Tinjauan Islam terhadap Manajemen Mutu Terpadu Pendidikan Islam di Pondok Pesantren Daar El Manshur

2021 ◽  
Vol 3 (3) ◽  
pp. 319-341
Author(s):  
Ade Salamun ◽  
Maemunah Sa’diyah
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Cultural Change ◽  
Qualitative Method ◽  
Boarding School ◽  
Boarding Schools ◽  
Total Quality ◽  
Fully Integrated ◽  
Depth Interview

This study aims to provide an overview of the process of cultural change through total quality management in Islamic perspective carried out at Daar El Manshur Islamic Boarding School. The method of the study is qualitative method by using in-depth interview techniques with informants. This research was conducted at the Daar El Manshur Islamic Boarding School, Depok City, West Java. Data analysis was carried out using content analysis with the stages of reducing data, triangulating data, presenting data descriptively, and drawing conclusions/verification. The results showed that cultural change through total quality management at Daar El Manshur Islamic Boarding School was seen from 7 focuses. The focus of planning for Islamic boarding schools is still focused on current conditions. The focus of the organization is participatory by involving all individuals to improve the quality of education and to develop Islamic boarding schools. The focus of control is still in the form of monitoring and supervising each section based on the existing SOP. The focus of communication has been two-way communication. The focus of the decision is still reactive and not based on well planning even though decisions are made based on deliberation and consensus. The focus of functional management has not been fully integrated. The focus of quality management is still reactive because it is still in the stage of finding the best and most suitable method to be applied in Islamic boarding schools. Therefore, the process of cultural change at Daar El Manshur Islamic Boarding School has begun to occur.

scholarly journals The implementation of total quality management in Arab universities: A proposed model

2021 ◽  
Vol 8 (7) ◽  
pp. 67-76
Author(s):  
Abdul-Wasea Abdul-Ghani Saif Almekhlafi ◽  
◽  
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Customer Service ◽  
Systems Approach ◽  
Integrated System ◽  
Total Quality ◽  
Academic Leaders ◽  
Intellectual Content ◽  
Final Sample ◽  
Proposed Model

The purpose of this study is to develop a model for the implementation of total quality management in higher educational institutions, Arab universities. This model exceeds the limitations in the implemented current models in various business organizations through implementing the systems approach and process entry in the design that includes inputs, processes, outputs, and goals. This study is a survey-based methodology in which the survey is designed based on the 7 famous models of implementing the total quality with an adaption within the framework of the total quality management concept. The final sample consists of 51 academic leaders at Prince Sattam bin Abdulaziz University who hold various experiences in working with different Arab universities. The results of this study indicate that the proposed model obtained high relative importance that reached at the axis level a high degree ranged between 76.39%-80.78%, and at the overall level reached a percentage of 80.39%. This confirms the importance of the model in expressing the intellectual content of management of total quality as an integrated system of universities as open organizations to their external context. This study recommends that high leaders should believe in the importance of total quality management and encourage its application through the proposed model with its essential criteria and its sub-dimensions and spreading the culture of total quality management and customer service among workers.

scholarly journals ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA KARYAWAN LABORATORIUM DI PT.X

2021 ◽  
Vol 7 (2) ◽  
pp. 114-119
Author(s):  
Niken Septiani Kurnia ◽  
Raden Faris Gumelar ◽  
Rifki Hidayattulloh
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Primary Data ◽  
Total Quality ◽  
A Company ◽  
Clear Goal

A company is built of course with a clear goal, namely to get as much profit as possible, but this is not necessarily achieved easily, there are many things that companies need to pay attention to in order to achieve these goals. One of the aspects that can affect company revenue is customer satisfaction with the products produced, where the quality of the products produced needs to be considered because this is directly proportional to customer satisfaction. To achieve customer satisfaction, many things can be done by the company, one of which is the application of Total Quality Management (TQM) as done by PT. X, where the application of TQM aims to increase competitiveness which is done by continuous improvement so that it This can affect employee performance which is also directly proportional to product quality and company earnings. This study was conducted to prove whether the implementation of TQM by PT X affects employee performance or not. The approach used in this study uses linear regression analysis, where the data used is primary data obtained from questionnaires distributed to several respondents. The results showed that variable X had an effect on variable Y with a correlation coefficient of 0.598 and the decision was made that the application of TQM had an effect on employee performance.

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