Total Quality Management in Higher Education Leraning: A Qualitative Student Competency Development at the University of Darussalam Gontor

Abstract

This research seeks to investigate the application of Total Quality Management in learning process in higher education and its role in developing student competencies in University of Darussalam Gontor. Qualitative descriptive research design was utilized to analyze how the principle of TQM had been implemented and experienced by the students during the learning process. Data were collected using semi-structured interviews, observations, and documentation conducted among the students, lecturers, and academic manager. Data analysis process involved data condensation, coding, categorization, thematization, and interpretation. Source and technique triangulation were also utilized to increase the credibility of data findings. Three main themes were found; which are total involvement, competency development, and quality culture. Students’ involvement in discussion, observation, presentation, cooperation, and feedback provided an opportunity for the students to improve their critical thinking skills, communication skills, cooperation skills, and problem solving skills. Evaluation, feedback, and recognition provided an opportunity to create a culture of quality learning.