Quality Management Systems in Community-Based Education and Training Programs

Kosasih (Universitas Sangga Buana YPKP, Indonesia)
Farida Yulianty (Universitas Sangga Buana YPKP, Indonesia)

Kriez Academy
Vol. 2 No. 10 (2025): Kriez Academy - October

Background: Quality Management Systems in Community-Based Education and Training Programs has practical relevance for communityfacing organizations because visible activity does not necessarily translate into durable organizational or stakeholder outcomes. In communitybased education and training programs, managers must coordinate service standards, process flow, targets, costs, errors, customer feedback, and improvement decisions while responding to expectations from managers, service teams, customers, partners, and governance bodies. A program may expand reach or participation and still underperform when responsibilities are unclear, information is fragmented, or hidden exception costs. Aims: This article develops a capability-based framework explaining how quality management systems may contribute to service quality, reliability, and customer confidence. It distinguishes simple activity from coordinated capability and identifies boundary conditions that can weaken otherwise positive relationships. Research Method: The paper uses an integrative conceptual review of established literature relevant to the focal domain, organizational capabilities, stakeholder relationships, and learning. It does not claim primary survey, interview, experimental, or transaction data. Results and Conclusion: The synthesis identifies four mutually dependent mechanisms: purpose-linked measures, process standardization with judgment, service recovery and root-cause learning, and balanced review and accountability. Their value depends on transparent governance, usable information, proportionate participation requirements, and a review process that converts exceptions into improvement. The article argues that higher activity alone is an inadequate indicator of success because benefits can coexist with hidden workload, exclusion, dependency, or weakened trust. Contribution: The article contributes a diagnostic framework, linked performance indicators, six propositions for empirical testing, and a fivestage implementation pathway that can be used in resource-constrained community organizations.