PSA521

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

2. Content
Total 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

3. • Everyone is • Continuously • With data
involved in improving and
service to profound
customers knowledge
Total Quality Management

4. 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”.

5. 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.

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

7. 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

8. 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

9. 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 effective in contributing creative and innovative
ideas and implementing improvement successfully.

10. 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

11. 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 Performance
Management of quality requires support from an
effective system of performance appraisal. The
department should formulate a comprehensive
system of performance appraisal

12. 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

14. 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

15. 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”.

16. WHAT IS ISO 9000?
GENEVA

17. 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

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

19. STRUCTURE OF ISO 9000 SERIES
Types Standard Details
ISO 9000 Quality Management and Quality Assurance
Guidelines 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
Quality
Assurance 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

20. 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

21. 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

22. • Provide awareness and appreciation training
programmes to all Government Agencies

23. Steps for Implementation
Secure top Evaluate
management current
commitment Plan for
quality implementation
system
Establish
ISO 9000 Training Implement Carry out
Team Quality Quality
System Audit

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