Implementation of Total Quality Management in Higher Education (A Case of State University of Gorontalo, Indonesia)

The overall purpose of this study was to investigate the application of TQM principlesto improve the quality of academic servicesat State University of Gorontalo. This purpose is conducted towards an evaluation and assessment of the current quality work at State University of Gorontalo, which determined in three phase, namely: precondition phase; implementation phase and monitoring/evaluation phase. This study employed quantitative approach with descriptive methods. The sample consisted of 50 faculty members from nine colleges/faculties in State University of Gorontalo. The findings of this study indicated that the applications of the TQM principles in precondition and implementation phase are in moderate category. However in monitoring/evaluation phase the TQM principles were poorly implemented. To be successful in implementing of Total Quality Management (TQM) at the State University of Gorontalo, this research suggested the following: (1) There are need to increase the commitment of top management in term of quality, quality awareness, leadership quality, and the quality culture through the dissemination of quality, workshop quality, and quality program, (2) The need to set up an institutional quality document (quality policy, quality standards, quality manual, standard procedure operational), (3) Involve all faculty members actively in supporting the implementation of TQM, and (4) Creating Quality Improvement (QI) team or Quality Evaluation Committee (QEC). In conclusion, a complete framework of Total Quality Management principles is developed, which can facilitate State University of Gorontalo to improve the quality of its institution.