PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) DALAM MENINGKATKAN MUTU LAYANAN PENDIDIKAN DI SEKOLAH: STUDI KASUS MADRASAH DI KALIMANTAN TIMUR - Arini, Arini; Ratnawati, Eny; Nurlaili, Nurlaili; Mulawarman, Widyatmke Gede; Yahya, Masrur (Pusat Pengembangan Pendidikan dan Penelitian Indonesia (P4I), 2025)
Amidst demands to improve the quality of national education and the implementation of the Independent Curriculum, madrasas face the challenge of adapting, for which the Total Quality Management (TQM) approach offers a relevant framework. This study focuses on examining the application of TQM in improving the quality of educational services in public madrasas in East Kalimantan by evaluating student perceptions as the primary benchmark. Using a descriptive quantitative approach, data were collected through a survey instrument distributed to students to assess various service indicators, ranging from facilities and the learning environment to the roles of educators and leaders. The analysis results indicate that most service aspects, such as the quality of facilities, social interactions, and teaching methods, were assessed as good and supportive by students. However, this study also identified significant challenges in two critical areas: teacher discipline, which was considered inconsistent, and the lack of involvement of the madrasah principal in actively following up on student feedback. It was concluded that although madrasas have demonstrated a commitment to quality, the implementation of TQM principles, particularly in continuous improvement and the involvement of all parties, has not been optimal. Therefore, strengthening the culture of quality, especially in teacher discipline and effective feedback mechanisms, is necessary. ABSTRAKDi tengah tuntutan peningkatan mutu pendidikan nasional dan implementasi Kurikulum Merdeka, madrasah dihadapkan pada tantangan untuk beradaptasi, di mana pendekatan Total Quality Management (TQM) menawarkan kerangka kerja yang relevan. Penelitian ini berfokus untuk mengkaji penerapan TQM dalam meningkatkan mutu layanan pendidikan di madrasah negeri Kalimantan Timur dengan mengevaluasi persepsi siswa sebagai tolok ukur utama. Menggunakan pendekatan kuantitatif deskriptif, data dikumpulkan melalui instrumen survei yang disebar kepada siswa untuk menilai berbagai indikator layanan, mulai dari fasilitas, lingkungan belajar, hingga peran tenaga pendidik dan pimpinan. Hasil analisis menunjukkan bahwa sebagian besar aspek layanan, seperti kualitas fasilitas, interaksi sosial, dan metode pengajaran, telah dinilai baik dan mendukung oleh siswa. Namun, penelitian ini juga mengidentifikasi adanya tantangan signifikan pada dua area kritis, yaitu kedisiplinan guru yang dianggap belum konsisten dan kurangnya keterlibatan kepala madrasah dalam menindaklanjuti masukan dari siswa secara aktif. Disimpulkan bahwa meskipun madrasah telah menunjukkan komitmen terhadap mutu, implementasi prinsip TQM khususnya dalam perbaikan berkelanjutan dan keterlibatan seluruh pihak belum berjalan optimal, sehingga diperlukan penguatan budaya mutu terutama pada disiplin guru dan mekanisme umpan balik yang efektif.