Leadership in Total Quality Management for Service Quality

Erna Kusumawati

2018

Abstract

A leader inspires the functions of Total Quality Management (TQM), it operates and it is become as philosophy or method to increase service quality in educational service. In educational service, the implementation of TQM focuses practically on external’s customer. But internal customer is as one of the keys in optimizing service function which is less to get attention. Internal customer seems to be separated from the improvement practice of sustainable service performance. Reviewing phenomenon for leadership in TQM, this study aims to analyze the leadership in TQM for quality service. The method is used by survey in educational service which is Private Universities that spreads in West Java, with observing on lecturer as internal customer. Research result shows that the low of service quality stated by Universities in West java on internal customer. Furthermore, TQM as method has not functionalized overall in providing service to internal customer. It is caused by the weak of leadership to optimize the function of structure and culture in giving service to internal customer

Paper Citation

in Harvard Style

Kusumawati E. (2018). Leadership in Total Quality Management for Service Quality.In Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI, ISBN 978-989-758-458-9, pages 2576-2582. DOI: 10.5220/0009948625762582

in Bibtex Style

@conference{icri18,
author={Erna Kusumawati},
title={Leadership in Total Quality Management for Service Quality},
booktitle={Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,},
year={2018},
pages={2576-2582},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009948625762582},
isbn={978-989-758-458-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,
TI - Leadership in Total Quality Management for Service Quality
SN - 978-989-758-458-9
AU - Kusumawati E.
PY - 2018
SP - 2576
EP - 2582
DO - 10.5220/0009948625762582