QUALITY IMPROVEMENT IN HIGHER EDUCATION THROUGH QM5 ISO 9001: 2000
Muchlis, Tanti Irawati
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Quality improvement is one of the key success factors for any enterprise to increase the performance through its services to customers. In order to create high value of services, the quality should be developed as a respond to the market or costumers needs and wants. As a Higher Education institution in increasing competitive environment of private education sector in Indonesia, Universitas Widyatama has also seen itself as an enterprise that need to satisfy its customers. The Universitas Widyatama's aim to satisfy its customers then defined in its quality objectives among others "60% of the students graduated on time and has final GPA above 2.55" Realizing the importance of quality and the customers satisfaction, Universitas Widyatama has been adopting the quality system based on ISO 9001:2000 since 2003 in addition to the national accreditation system. The object of this study is to identify whether the implementation of ISO 9001:2000 in Universitas Widyatama has increased the achievement of the main quality objective. In this study we compare the student graduation result from 2002 until 2005. The implementation of ISO 9001:2000 should lower the fluctuation of graduate student quality. However, the result shows that although the quality objective is always achieved but there is no significance difference before and after the implementation of ISO 9001 :2000. There are several questions and inquiries that need to be clarified and the result emphasizes the need to conduct inspections as well as corrective and preventive action to improve the quality continuously.