Implementation Strategy of ISO 21001:2018-Based Service Quality Management Standards at SMK Telkom Makassar, Indonesia

Abstract

Introduction One of the essential characteristics of the era of globalization is the high level of competition that covers almost all lifelines, including in the world of science and technology. The development of science and technology is the basis and spearhead of the development of global information that heats the birth of a global culture that impacts changing patterns of human behavior. This study aims to analyze the strategy for implementing ISO 21001:2018-based service quality management standards at SMK Telkom Makassar. This research method uses a qualitative or naturalistic approach because it is carried out in natural conditions. Data analysis using qualitative analysis models; data collection, condensation, presentation, and conclusions. The result is that the implications of the implementation of SM2P2 based on ISO 9001: 2015 at SMK Telkom Makassar with three indicators: education equity, improving the quality of education, and expanding access to education. The conclusion is that efforts to improve the quality of education are closely related to the development of the competence of educators and education personnel, bureaucratic services, and school autonomy through the optimization of School-Based Management, accountability, and school image that can be accounted to the community. Therefore, the supervision factor needs attention as it should be.