Enhancing Education Productivity through Total Quality Management (TQM) ISO 9001:2000/08

1. Peningkatan Produktiviti dalam Pendidikan Pengurusan Kualiti Secara Menyeluruh (TQM) ISO 9001:2000/08

2. What is Quality? • It is about emotions and feelings • It is something that we are proud of • It is producing a product/service that brings smile to your customers • It is about value added • It is about delivering product/service to our customers faster, better, cheaper, and newer • A product that is reliable • It is about quality assurance • It is about doing more with less • Quality of design • Quality of process

3. Definisi konsep • Quality Ability of a set of inherent characteristics of a product, process or system to fulfill requirements of customers and other interested parties • Quality assurance Part of the quality management focused on providing confidence that requirements will be fulfilled Ia juga merupakan cara untuk menghasilkan produk/perkhidmatan tanpa cacat (zero defect)

4. Kawalan kualiti Ia melibatkan pengesanan dan pembuangan hasil yang tidak mencapai standard yang telah ditetapkan. Ia lebih merupakan satu proses ‘after-the-event’ Ia juga melibatkan kos yang lebih tinggi • Total Quality Management Building and evolving a stakeholder, focused management system and supporting culture that has its driving force, meeting customer needs the first time and every time

5. Major Groups of QualityDefinitions • Transcendent definitions Beyond measurement and logical description Related to beauty and love • Product-based definitions Seen as a measurable variable • User-based definitions As a means for customer satisfaction • Manufacturing-based definitions Seen as conformance to requirements and specifications • Valued-based definition Define quality in relation to costs Provide good value for costs

6. Konsep-konsep BerkaitanKualiti • Globalisasi • Efficiency vs. Effectiveness • Benchmark • Indikator kualiti • KPI (Key Performance Indicators) • Audit kualiti (Dalaman dan luaran) • Akreditasi • Sistem Pengurusan Kualiti (SPK), Quality Management System (QMS)

7. Product or services? • Schools are in the service industry and provide education services • These services are intangible and the product is the educational outcomes • The outcomes are manifested by behavioral changes in the student in the following domains: Cognitive Affective psychomotor

8. The school’s product may be defined as the ‘value-added’ student in terms of their behavioral changes

9. Quality leaders • Edward Deming • Karou Ishikawa • Frederick Taylor • Genichi Taguchi • Joseph Juran • Philip Crosby

10. Model Kualiti • Total Quality Management (TQM) • ISO9001:2008 • Six Sigma • Blue Ocean

11. Deming 14-points • Create consistency of purpose toward improvement of product and service, with a plan to improve competitive position and stay in business • Adopt a new philosophy. We can no longer live with commonly accepted levels of delay, mistakes, defective materials, and defective workmanship

12. Cease dependence on mass inspection • Institute modern methods of training on the job • Break down barriers among departments • Institute training on the job • Institute leadership • Drive out fear • Eliminate slogans • Put everyone in the organization to work to accomplish the transformation

13. Ciri-ciri TQM • Ciri-ciri TQM juga dapat dilihat dari empat dimensi • Matlamat: Kepuasan hati pelanggan Output tanpa cacat/sentiasa tepat • Fokus: Sistem dan proses budaya organisasi

14. Pelanggan Pembekal • Strategi: Penambahbaikan yang berterusan Melibatkan seluruh organisasi Berorientasikan matlamat jangka panjang Pengawalan kos kualiti

15. Tindakan pencegahan Menekankan kepastian kualiti dan Pelaksana Pihak pengurusan Seluruh kakitangan Pasukan-pasukan kerja

16. Alat TQM • Brainstorming • Affinity network • Fishbone/Ishikawa diagrams • Force-field analysis • Process charting • Flowchart • Pareto analysis

17. International Organizational forStandardization (ISO) • ISO 9000 (Series) 90 + countries • ISO 9000 : 1994 1ST Revision • ISO 9001 : 2000 2ND Revision • ISO 9000 : 1994 Terdapat 20 elemen ISO 9001, 9002 dan ISO 9003

18. ISO 9001 • Sesuai untuk dilaksanakan oleh agensi yang menjalankan aktiviti yang bermula dari merekabentuk produk/perkhidmatan hingga ke peringkat khidmat susulan (contoh seperti UOM)

19. ISO 9002 • Sesuai dilaksanakan oleh agensi-agensi yang mengeluarkan produk/perkhidmatan mengikut spesifikasi umum dan keperluan seragam untuk semua pelanggannya

20. ISO 9003 • Tidak melibatkan aktiviti merekabentuk, pengeluaran dan khidmat susulan. Ia hanya sesuai bagi organisasi yang terlibat dalam menjalankan pemeriksaan dan pengujian akhir sahaja

21. ISO 9001 : 2000/08 • ISO 9000: Fundamentals and vocabulary • ISO 9001: Requirements • ISO 9004: Guidelines for performance improvements • ISO 19011: Management system auditing

22. 20 Elements Replaced by Eight Section structure • Scope • Normative reference • Terms and definitions • Quality management systems requirements • Management responsibility • Resource management • Product realization • Measurement analysis and improvement

23. Eight principles of Quality Management • Customer-centered organization • Leadership • People’s engagement • Process approach

24. System approach to management • Continual improvement • Data-based decision-making • Mutually satisfying with suppliers