Abstract
<p>The Faculty of Economics in Universitas Negeri Surabaya had certified of International standard operating (ISO) for quality management since 2015. This certification prosecutes management of faculty of economics to increase service quality to academicians. The important aspects of ISO have to determine TQM implemented. Therefore, it had created quality assurance team that exist gradually at university to study program. A service quality must be guarantied by internal and external audit. However, it improves continuous improvement that based on audit results, especially low students satisfaction, officer alacrity to give a service, ability to explanation, handling of complaints, courtesy and friendliness, and support infrastructures for learning process. All cost of quality assurance conduct to prepare an audit internal implementation, to up-date accreditation forms and performance of study program, and monitoring and evaluation for learning and curriculum, improve a quality procedure, prepare and evaluation a quality target, and follow up on audit finding.</p><p><br />Keywords: ISO, service quality, student satisfaction, total quality management</p>
Highlights
The existence of ASEAN economics community have impacted to all organization that shoud to do quality increasing so that ability high competitive advantage
Further research is how the level of student satisfaction in the faculty of economics in Universitas Negeri Surabaya after International standard operating (ISO) certified which means that FE has implemented Total Quality Management (TQM) system
It analyzes the amount of quality costs already incurred Faculty of Economics in Universitas Negeri Surabaya. This relates to the faculty of economics in Universitas Negeri Surabaya that has been certified ISO quality management as a form of implementation of total quality management
Summary
The existence of ASEAN economics community have impacted to all organization that shoud to do quality increasing so that ability high competitive advantage. Further research is how the level of student satisfaction in the faculty of economics in Universitas Negeri Surabaya after ISO certified which means that FE has implemented TQM system. It is very necessary especially the faculty of economics in Universitas Negeri Surabaya management commitment, considering the whole management environment the faculty of economics in Universitas Negeri Surabaya is new, so that they understood and implemented the purpose certified ISO. Based on the above exposure, it needed the research that is to analyze the level of satisfaction of the academic community at the Faculty of Economics in Universitas Negeri Surabaya It analyzes the amount of quality costs already incurred Faculty of Economics in Universitas Negeri Surabaya. This relates to the faculty of economics in Universitas Negeri Surabaya that has been certified ISO quality management as a form of implementation of total quality management
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