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