QUALITY FUNCTION DEPLOYMENT IN HIGHER EDUCATION
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Date
2014-02-14
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Universitas Widyatama
Abstract
There are two types of customers in Higher
Education; consisted of internal customers and external
customers. Internal customers are actorsin theproduction
processand external customers are the results of enduserproduction
process.
In the educational process, dialogues and debatesare
alwayshappeningbetween"what was given to students"
with"what customers want". This paper covers the
implementation of Total Quality Management to improve
quality of service in Higher Education. The purpose of this
paper is to give advice to Higher Education in developing a
running system.
Approach method used the study of literature and
some examples from the implementation of Total Quality
Management. Higher Education needs to apply Total
Quality Management with Quality Function Deployment in
order to identify the things that need to be improved in
order to improve quality of service and output to the
communityas a user outcomes student.
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Keywords
Quality Function Deployment, Total Quality Management, Higher Education