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All Journal Cerdika: Jurnal Ilmiah Indonesia
Joshua Ebenazher Hutabarat
Politeknik Negeri Manado
Humanities Economics, Econometrics & Finance Education Health Professions Public Health Social Sciences

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Implementation of a Quality Management System in E-Learning Services: A Case Study of Google Classroom Tjerie Pangemanan; Joshua Ebenazher Hutabarat; Nazril Alhafid Damopolii; Syeriel Vioneta Lompoliu; Chessy C. Kapahang
Cerdika: Jurnal Ilmiah Indonesia Vol. 6 No. 3 (2026): Cerdika: Jurnal Ilmiah Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/cerdika.v6i3.3390

Abstract

The digital transformation of education has led to the widespread adoption of e-learning platforms, with Google Classroom becoming one of the most widely used tools globally. However, high adoption rates do not automatically guarantee service quality, necessitating a systematic quality management approach. This study analyzes the application of Quality Management System (QMS) principles to the Google Classroom e-learning service based on ISO 9001:2015. The research employs a literature review method, mapping Google Classroom features to the seven QMS principles: customer focus, leadership, engagement of people, process approach, continual improvement, evidence-based decision-making, and relationship management. The findings indicate strong support for user-centered design, structured instructional workflows, and continual improvement. However, gaps remain in formal quality documentation, internal audit mechanisms, and structured management review processes. Full ISO 9001:2015 compliance requires educational institutions to complement Google Classroom’s operational capabilities with formal quality documentation, audit mechanisms, and structured vendor relationship management.
Co-Authors Chessy C. Kapahang Nazril Alhafid Damopolii Syeriel Vioneta Lompoliu Tjerie Pangemanan