MANAGEMENT STRATEGIES IN IMPROVING SERVICE QUALITY: A CASE STUDY OF PERMATHA CENTER TUTORING INSTITUTE

Abstract

At present, numerous non-formal educational institutions are engaged in efforts to enhance quality through diverse management strategies. However, only a limited number have succeeded in sustaining and expanding their operations amid intense competition. Permatha Center Tutoring is a relatively new non-formal education provider that has experienced rapid growth by emphasizing process excellence and earning widespread community trust. This study seeks to examine in greater depth the quality control mechanisms employed, the implementation of quality management practices, and the positive impacts derived from these efforts. Utilizing a qualitative approach, data were collected through direct observation and in-depth interviews with the founder of Permatha Center Tutoring. The findings indicate that quality does not necessarily require formal systems to be effectively established; rather, it can be cultivated through core values, trust, and consistent, high-quality service delivery. By emphasizing social values and aligning with local community needs, Permatha Center Tutoring exemplifies how Total Quality Management (TQM) can be contextually applied to achieve sustainable growth.