MANAJEMEN MUTU LAYANAN BK

Sari

The implementation of education in Indonesia has not produced quality and highly competitive human resources. Education has not succeeded in creating Indonesian people who are spiritually, emotionally, socially, intellectually and kinesthetically intelligent. Though intelligence is a vital resource for a nation. From the problems above, the authors are interested in researching the quality management of guidance and counseling services as an effort to apply the concept of service quality management. Service quality will succeed in achieving the goal of customers feeling very high satisfaction, in other words the success of customers is very dependent on consumers or in the sense that quality institutions always provide satisfaction to their customers. Because the quality of service is centered on efforts to fulfill customer needs and desires as well as the accuracy of the delivery to customer expectations. The results showed that the quality management of counseling services includes, (i) collecting data through tests and non-tests, (ii) conducting information services, group and individual services, study services, consulting services, conference services and work and home visits services, (iii) ) to solve students' problems related to solving educational problems, and (iv) to conduct educational guidance.