TQM & ISO9000

PSA521

1. TOTAL QUALITY MANAGEMENT & ISO 9000 Muhammad Sabri Bin Othman (2010293754) Muhammad Zaquan Safuan Bin Md Yusof (2008297306) Mohd Fikri Bin Md Nor (2010423042)

2. Content Total quality management - Concept - Principle of TQM - Benefit ISO 9000 - Concept Structure of ISO 9000 IS0 9000 in government Malaysia Steps for implementation in Malaysia Implementation issues

3. Total Quality Management Total quality management (TQM) is a management process aimed at bringing about excellence through the continuous enhancement of quality in an organisation . The basic philosophy of TQM is “Doing the right thing right the first time, on time, all the time, always striving for improvement, and always satisfying the customers”.

4. TQM IN PUBLIC SERVICE (D.A. Circular 1/1992) The purpose is to provide information and guidance to the Head of Department in planning and activating the process of improving quality in their departments. Create an environment that is conducive for the inculcation of an excellent work culture . TQM Concept Continues process in creating a culture of excellent for the whole organisation and is customer-driven Aim to achieve total quality in all its operation aspects .

5. PRINCIPLES OF TQM Focus on customer Quality Assurance Measurement of performance Strategic Planning Training & Recognition Leadership & commitment by top management Teamwork

6. Focus on customer Government agencies must know who their customer is and make an effort to provide products and services that satisfy their need Continues improvement

7. Quality Assurance The objective can be achieved by adhering to clearly laid quality standards for products, work processes and input used Support in turn by quality inspection, tracing sources of flaws and taking remedial action

8. Strategic Planning Management should regularly plan and take appropriate measures to improve the work processes to ensure the quality of the final output is on the rise all the time in line with the increasingly complex needs of customer. Team Work Teamwork is e f fective in contributing creative and innovative ideas and implementing improvement successfully.

9. Training And Recognition- Building A Sense of Ownership Among Worker This is strengthen awareness, commitment as well as to instill a sense of responsibility among workers in upgrading quality in their department. Creating a sense of togetherness at the workplace

10. Leadership & Commitment by Top Management Top management s hould be involved directly in upgrading quality and ensuring that the objectives of the department are achieved. Measurement of Performance Management of quality requires support from an effective system of performance appraisal. The department should formulate a comprehensive system of performance appraisal

11. Benefits Enhance competitive position Improve customer satisfaction and confidence Saving in time and resources (reduce wastage & work-over) Greater organizational transparency Improve the quality system

12. ISO 9000 WHAT IS QUALITY??? The totality of features and characteristics of a product or service that bears on its ability to satisfy express or implied needs

13. WHAT IS QUALITY ASSURANCE? Quality assurance refers to “all those planned and systematic actions that are necessary to provide adequate confidence that a product or service will satisfy given requirements for quality”.

14. WHAT IS ISO 9000? GENEVA

15. ISO 9000 IN MALAYSIA

16. THE ISO 9000 CONCEPT QUALITY ASSURANCE CUSTOMER QUALITY SYSTEM OUTPUT PROCESS INPUT DOCUMENTATION Need For Quality Organisation Based on ISO 9000 series Contro l Control Verify Quality Manual Procedure Work Instructions Responsibilities Authorities

17. STRUCTURE OF ISO 9000 SERIES Types Standard Details Guidelines ISO 9000 Quality Management and Quality Assurance Standards - Guidelines for Selection & Use ISO 9004 Quality Management and Quality System Elements - Guidelines Quality Assurance Model ISO 9001 Quality Systems - Model for Quality Assurance in Design/Development, Production. Installation and Servicing ISO 9002 Quality Systems - Model for Quality Assurance in Production and Installation ISO 9003 Quality Systems - Model for Quality Assurance in Final Inspection and Test

18. ISO 9000 IN GOVERNMENT( D.A.Circular 2/1996) to utilise ISO 9000 as a blueprint for efforts to improve the quality system of the organisation

19. ISO 9000 Implementation Responsibility Act as the secretariat for the National Steering Committee Provide consultancy services to Government Agencies Assist INTAN in providing training to agencies

20. Provide awareness and appreciation training programmes to all Government Agencies

21. Steps for Implementation

22. Management of change Integrating ISO 9000 documentation requirements with existing documentation Personnel constraints Management commitment Interpretation of ISO 9000 for civil service organisations