Özet:

Total quality management is a management method that is focused on process improvement for customer satisfaction. This research aims to find out how is the school management in the perspective of total quality management, situated in SMK (Vocational High School) Bina Latih Karya Bandar Lampung and to find out the supporting and inhibiting factors in school management based on the perspective of total quality management at SMK Bina Latih Karya Bandar Lampung. This research uses qualitative approach with descriptive research type, whilst observation, interviews and documentation are implemented as the data collection methods. The data analysis technique used data reduction, data presentation and conclusion drawing. The results showed SMK Bina Latih Karya as an educational institution has implemented activities that focused on the demand of customers’ satisfaction and reducing errors in activities. Customer satisfaction is important in the world of education, through several activities including, continuous improvement of the system, the existence of the balance of duties and responsibilities between employees in terms of school management both in terms of learning management, management of educators, students, facilities and infrastructure, financial management and also in terms of managing relationships with other parties. Furthermore, SMK Bina Latih Karya implements management based on facts and is not subjective in dealing with problems or obstacles and always makes improvements.

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