Public Sector agencies are requires to refer to ISO 9000 and ISO 9004 as a guide for understanding and selecting the elements for the quality management system to be established. The other 3 standards namely ISO 9001, ISO 9002 and ISO 9003 will be used as quality system models for quality assurance on the agencies’ core business processes.
TQM & ISO9000
TOTAL QUALITY MANAGEMENT & ISO 9000Muhammad Sabri Muhammad Mohd Fikri Bin Othman Zaquan Safuan Bin Md Nor (2010293754) Bin Md Yusof (2010423042) (2008297306)
ContentTotal quality management ISO 9000- Concept - Concept- Principle of TQM - Structure of ISO 9000- Benefit - IS0 9000 in government Malaysia - Steps for implementation in Malaysia - Implementation issues
• Everyone is • Continuously • With data involved in improving and service to profound customers knowledgeTotal Quality Management
Total Quality ManagementTotal 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 TQMFocus on Quality Strategiccustomer Assurance PlanningTeamwork Measurement Training & of performance Recognition Leadership & commitment by top management
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 Planning Management should regularly plan and take appropriatemeasures 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 ASense 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 inupgrading 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 9000WHAT IS QUALITY???The totality of features and characteristics of aproduct or service that bears on its ability tosatisfy express or implied needs
WHAT IS QUALITY ASSURANCE?Quality assurance refers to “all those plannedand systematic actions that are necessary toprovide adequate confidence that a product orservice will satisfy given requirements forquality”.
ISO 9000 IN MALAYSIA Development AdministrationCircular No.2 of 1996: GuidelinesFor Implementing MS ISO 9000 in the Civil Service As a base towards the TQM system
THE ISO 9000 CONCEPT Need For QualityCUSTOMER QUALITY ASSURANCE Organisation DOCUMENTATION QUALITY SYSTEM •Quality Manual Based on ISO 9000 series •Procedure •Work Instructions Control Control Verify •Responsibilities •Authorities INPUT PROCESS OUTPUT
STRUCTURE OF ISO 9000 SERIES Types Standard Details ISO 9000 Quality Management and Quality AssuranceGuidelines Standards - Guidelines for Selection & Use ISO 9004 Quality Management and Quality System Elements - Guidelines ISO 9001 Quality Systems - Model for Quality Assurance in Design/Development, Production. Installation and Servicing QualityAssurance ISO 9002 Quality Systems - Model for Quality Assurance in Model Production and Installation ISO 9003 Quality Systems - Model for Quality Assurance in Final Inspection and Test
ISO 9000 INGOVERNMENT(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 SteeringCommittee• Provide consultancy services to GovernmentAgencies• Assist INTAN in providing training to agencies
• Provide awareness and appreciation trainingprogrammes to all Government Agencies
Steps for Implementation Secure top Evaluatemanagement currentcommitment Plan for quality implementation systemEstablishISO 9000 Training Implement Carry out Team Quality Quality System Audit
Interpretation of ISO 9000 for civil service organisations Management of change Management commitment Integrating ISO 9000 documentation Personnelrequirements with constraints existing documentation