Total Quality Management In 3 and 8 Yogyakarta State Senior High Schools

Abstract

The objective of this research is to identify the application of total quality management based on the five pillars of total quality management; total involvement, measurement, commitment, customer focus and continuous improvement in 3 and 8 Yogyakarta State Senior High Schools. The type of research used in this thesis is qualitative with a case study. The data sources are principals, vice principals, teachers, education personnel, and students. The techniques of collecting data are observation, interview, and documentation. The validity of the data used in this thesis is observational persistence and triangulation. This research uses three components of interactive analysis; data reduction, data exposure or presentation and conclusion. The results show that (1) Every member in the school shows cooperation, active participation, and good communication, (2) Schools evaluate through SWOT analysis to measure the achievement of quality standard, (3) School members are responsible to the task given in supporting quality improvement, (4) Services delivered according to standards of customer satisfaction, (5) Schools using PDCA pattern. Keywords—total quality management, TQM