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Defining the dimension quality

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Defining the dimension quality

  2. 2. Defining The Dimension Quality
  3. 3. Performance • Does the product or service do what it is supposed to do, within its defined tolerances? Features • Does the product or services possess all of the features specified, or required for its intended purpose? Reliability • Will the product consistently perform within specifications? Conformance • Does the product or service conform to the specification?
  4. 4. Durability • How long will the product perform or last, and under what conditions? Serviceability • How long will the product perform or last, and under what conditions? Aesthetics The way a product looks is important to end-users. The aesthetic properties of a product contribute to a company’s or brand’s identity. Faults or defects in a product that diminish its aesthetic properties. Perception • Perception is reality. The product or service may possess adequate or even superior dimensions of quality, but still fall victim to negative customer or public perceptions.
  5. 5. Measuring Service Quality
  6. 6. SERVQUAL The SERVQUAL authors : Original 10 elements of service quality these were collapsed into five factors reliability, assurance, tangibles, empathy and responsiveness (RATER) To measure : The SERVQUAL authors identified five Gaps that may cause customers to experience poor service quality. • Key factors leading to this gap are: • Insufficient marketing research • Poorly interpreted information about the audience's expectations • Research not focused on demand quality • Too many layers between the front line personnel and the top level management Gap 1: between consumer expectation and management perception • may occur due the following reasons: • Insufficient planning procedures • Lack of management commitment • Unclear or ambiguous service design • Unsystematic new service development process Gap 2: between management perception and service quality specification
  7. 7. • reasons for this gap are: • Deficiencies in human resource policies such as ineffective recruitment, role ambiguity, role conflict, improper evaluation and compensation system • Ineffective internal marketing • Failure to match demand and supply • Lack of proper customer education and training Gap 3: between service quality specification and service delivery • Over-promising in external communication campaign • Failure to manage customer expectations • Failure to perform according to specifications Gap 4: between service delivery and external communication • This gap arises when the consumer misinterprets the service quality. For example, a physician may keep visiting the patient to show and ensure care, but the patient may interpret this as an indication that something is really wrong. Gap 5: between expected service and experienced service
  8. 8. Quality Control in Services
  9. 9. What is quality control? Quality control is a process that is used to ensure a certain level of quality in a product or service. It might include whatever actions a business deems necessary to provide for the control and verification of certain characteristics of a product or service. Most often, it involves thoroughly examining and testing the quality of products or the results of services. The basic goal of this process is to ensure that the products or services that are provided meet specific requirements and characteristics, such as being dependable, satisfactory, safe and fiscally sound.
  10. 10. Difference between Quality Control & Quality Assurance • Though the two are similar, but there are some basic differences. • Quality control is concerned with examining the product or service — the end result. • Quality assurance is concerned with examining the process that leads to the end result. • A company would use quality assurance to ensure that a product is manufactured in the right way, thereby reducing or eliminating potential problems with the quality of the final product.
  11. 11. Basic Tools of Quality Control in Services • Cause-and-effect (fishbone/Ishikawa diagram) • Histogram • Pareto chart • Check sheet • Control chart • Scatter diagram • Flow chart
  12. 12. "Inspection with the aim of finding the bad ones and throwing them out is too late, ineffective, costly. Quality comes not from inspection but from improvement of the process." - W. Edwards Deming
  13. 13. ISO 9000 and Public Services
  14. 14. What is ISO 9000? (International Organization For Standardization) The ISO 9000 family of standards represents an international consensus on good quality management practices. It consists of standards and guidelines relating to quality management systems and related supporting standard • Used by thousand of enterprises in the Private and Public sectors • 175 Counties • 880,000 registrations worldwide * ISO 9000 is a standard for a quality SYSTEMS not for product.
  15. 15. Why ISO 9000 certification? • increase customer satisfaction and retention. • if any products has ISO 9000, that mean that products produce under the ISO standards. Customers can purchases it without any afraid. (CONFIDENT). • Create a more efficient, effective operations. • Enhance marketing management. • Improve employee motivation, awareness and morale. • Promote internal trade. • Increase profit. • Reduce wastage and increase productivity.
  16. 16. ISO 9001 can help Government for the same reason it helps large corporations by: Provides management control of diverse operations – can measure frontline delivery of service. • Allows objectives to be rolled out to front line units with clear and transparent measures. • Provides better information flow and visibility for management. • Integrates processes to achieve better service delivery and customer satisfaction
  17. 17. THE ISO 9000 CONCEPT QUALITY ASSURANCECUSTOMER QUALITY SYSTEM OUTPUTPROCESSINPUT DOCUMENTATION Need For Quality Organization Based on ISO 9000 series Control Control Verify •Quality Manual •Procedure •Work Instructions •Responsibilities •Authorities
  18. 18. 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
  19. 19. ISO 9000 in Malaysia & Principles • Development Administration Circular No.2 of 1996: Guidelines For Implementing MS ISO 9000 in the Civil Service – to utilize ISO 9000 as a blueprint for efforts to . • As a base towards the TQM system. • Principles: – Customer focus - System Approach – Leadership - Continual Improvement – People - Fact – Process Approach - Suppliers
  20. 20. 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. •ETC
  21. 21. Quality Awards (innovation award, PM quality awards, EFQM, Balridge etc)
  22. 22. Quality Awards • Quality represents the extent to which a goods or services meets or exceed the expectation What is mean by quality? • It is a recognition/awards given to individual, organization or a country to the extent of meeting or exceed the expectation on goods or services. What is mean by quality awards?
  23. 23. PRIME MINISTER'S INNOVATION AWARD • The Government has introduced a 2-tier recognition system for the Public Service:- 1) Prime Minister's Innovation Award (AIPM) 2) unique Public Service award • To recognize innovations that are significant and bring high impact to the country. • In line with the Government's aspiration to foster a creative and innovative culture among Public Sector agencies, The Prime Minister's Innovation Award was introduced in 2010 to replace the Prime Minister Quality Award (AKPM). Selection Process • The process of identifying and nominating potential candidates or initiatives for the Prime Minister's Innovation Award is undertaken by a Search Committee. • The Committee is chaired by the Chief Secretary to the Government and comprises members drawn from the Public Sector, Private Sector, Institutions of Higher Learning and Non- Government Organisations (NGOs). • The Search Committe ensures that only the most qualified candidates are shortlisted for the award. Thus, agencies need not submit any application for AIPM.
  24. 24. PRIME MINISTER'S INNOVATION AWARD Prime Minister Datuk Seri Najib Tun Razak hands over the plaque to the winner of 2013 Prime Minister Innovation Award to Malaysian Medical Relief Society (MERCY Malaysia) president Datuk Dr Faizal Firdaus during the ceremony in Putrajaya. (The Star Online, November 13, 2013)
  25. 25. PRIME MINISTER'S INNOVATION AWARD Evaluation Criteria The AIPM evaluation criteria cover four main aspects which emphasize the outcome and impact of an innovation as follows: i. Innovative- shows innovative features such as methods or experiments that are truly leading edge, comprehensive organizational change or effective mobilization of technology; ii. Relevance - shows changes which are consistent with the national agenda such as contribution to high value added economic development, significant cost savings to Government operations, significant Government revenue generation, unique collaboration with the people, effective nation building efforts and others; iii. Significant - shows significant and high impact outcome or potential outcome either locally or globally; and iv. Effectiveness - shows significant benefit in terms of sustainable outcome and covers a period of time that clearly demonstrates its effectiveness. Categories of Recipient • AIPM can be awarded to an agency/ organization, a team consisting of civil servants or an individual. Only one winner will be chosen for AIPM. Commensurate with the level of AIPM as a prestigious award, the AIPM's winner will be rewarded a cash prize of RM1 million, a trophy and a certificate.
  26. 26. PUBLIC SECTOR INNOVATION AWARD  The second tier is the Public Sector Innovation Award (AISA) which recognizes innovation in 4 core areas namely Financial Management, ICT Management, Local Authority Management and District Administration Management.  The agencies responsible for each selection process are: i. Financial Management Innovation Award (AIPK) by the Ministry of Finance; ii. Information and Communication Technology Innovation Award (AICT) by the Malaysian Administrative Modernisation and Management Planning Unit (MAMPU); iii. Land and District Administration Innovation Award (AIPDT) by the Implementation Coordination Unit (ICU); and iv. Local Authority Innovation Award (AIPBT) by the Ministry of Housing and Local Government.  The award carries a cash prize of RM 300,000.00, a trophy and a certificate for each area.
  27. 27. Malcolm Baldrige National Quality Award • Competitive quality award presented by U. S. government • 5 award categories: Manufacturing, services, small business, health care, education • All written applications are reviewed by trained examiners • Site visits to leading candidates • Maximum of 2 awards per category