Post on 08-May-2015
description
TOTAL QUALITY MANAGEMENT &
ISO 9000
Muhammad Sabri Bin Othman
(2010293754)
Muhammad Zaquan Safuan Bin Md Yusof (2008297306)
Mohd Fikri Bin Md Nor
(2010423042)
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
•Everyone is involved in
Total
•Continuously improving service to customers
Quality
•With data and profound knowledge
Management
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”.
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.
PRINCIPLES OF TQM
Focus on customer
Quality Assurance
Measurement of performance
Strategic Planning
Training & Recognition
Leadership & commitment
by top management
Teamwork
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
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
Strategic PlanningManagement 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 WorkTeamwork is effective in contributing creative and innovative
ideas and implementing improvement successfully.
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
Leadership & Commitment by Top Management
Top management should be involved directly in upgrading quality and ensuring that the objectives of
the department are achieved.
Measurement of PerformanceManagement of quality requires support from an
effective system of performance appraisal. The department should formulate a comprehensive
system of performance appraisal
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
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
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”.
WHAT IS ISO 9000?
GENEVA
ISO 9000 IN MALAYSIA
Development Administration Circular No.2 of 1996: Guidelines For Implementing MS ISO 9000 in
the Civil Service
As a base towards the TQM system
THE ISO 9000 CONCEPTQUALITY ASSURANCECUSTOMER
QUALITY SYSTEM
OUTPUTPROCESSINPUT
DOCUMENTATION
Need For Quality
Organisation
Based on ISO 9000 series
Control Control Verify
•Quality Manual•Procedure•Work Instructions•Responsibilities•Authorities
STRUCTURE OF ISO 9000 SERIES
Types Standard Details
GuidelinesISO 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
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
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
• Provide awareness and appreciation training programmes to all Government Agencies
Steps for Implementation
Secure top management commitment
Management of change
Integrating ISO 9000
documentation requirements with
existing documentation
Personnel constraints
Management commitment
Interpretation of ISO 9000 for civil service
organisations