Implementation of ISO 21001 in Open Universities: Improving the Quality of Distance Education Services

Abstract

Distance education has become an important solution to expand access to education in today's digital era. The Universitas Terbuka as one of the leading institutions in distance education in Indonesia, is committed to improving service quality and student satisfaction through the implementation of the ISO 21001 management standard. ISO 21001 is designed to help educational organizations improve their management systems, ensure the quality of education, and meet the needs of all stakeholders. This article examines the implementation of ISO 21001 at the Universitas Terbuka and its impact on improving the quality of distance education services. The study highlights the strategic steps taken by the Universitas Terbuka in adopting the standard, the challenges faced during the implementation process, and the benefits gained after its implementation. Through a case study at the Universitas Terbuka, the results show that the implementation of ISO 21001 has helped the Universitas Terbuka in optimizing the learning process, improving operational efficiency, and enhancing student satisfaction and learning experience. This research is expected to provide insights for other educational institutions that want to implement the ISO 21001 standard, as well as make a positive contribution to the development of a better education management system in Indonesia.