Peningkatan Produktiviti dalam Pendidikan

Pengurusan Kualiti Secara Menyeluruh

(TQM)ISO 9001:2000/08

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

Definisi konsep

QualityAbility of a set of inherent characteristics of a product, process or system to fulfill requirements of customers and other interested parties

Quality assurancePart of the quality management focused on providing confidence that requirements will be fulfilledIa juga merupakan cara untuk menghasilkan produk/perkhidmatan tanpa cacat (zero defect)

Kawalan kualitiIa 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 ManagementBuilding and evolving a stakeholder, focused management system and supporting culture that has its driving force, meeting customer needs the first time and every time

Major Groups of QualityDefinitions

Transcendent definitionsBeyond measurement and logical descriptionRelated to beauty and love

Product-based definitionsSeen as a measurable variable

User-based definitionsAs a means for customer satisfaction

Manufacturing-based definitionsSeen as conformance to requirements and specifications

Valued-based definitionDefine quality in relation to costs Provide good value for costs

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)

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:CognitiveAffectivepsychomotor

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

Quality leaders

Edward Deming Karou Ishikawa Frederick Taylor Genichi Taguchi Joseph Juran Philip Crosby

Model Kualiti

Total Quality Management (TQM) ISO9001:2008 Six Sigma Blue Ocean

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

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

Ciri-ciri TQM

Ciri-ciri TQM juga dapat dilihat dari empat dimensi

Matlamat:Kepuasan hati pelangganOutput tanpa cacat/sentiasa tepat

Fokus:Sistem dan prosesbudaya organisasi

PelangganPembekal

Strategi:Penambahbaikan yang berterusanMelibatkan seluruh organisasiBerorientasikan matlamat jangka panjangPengawalan kos kualiti

Tindakan pencegahanMenekankan kepastian kualiti dan

PelaksanaPihak pengurusanSeluruh kakitanganPasukan-pasukan kerja

Alat TQM

Brainstorming Affinity network Fishbone/Ishikawa diagrams Force-field analysis Process charting Flowchart Pareto analysis

International Organizational forStandardization (ISO)

ISO 9000 (Series) 90 + countries ISO 9000 : 1994 1ST Revision ISO 9001 : 2000 2ND Revision

ISO 9000 : 1994Terdapat 20 elemenISO 9001, 9002 dan ISO 9003

ISO 9001 Sesuai untuk dilaksanakan oleh agensi

yang menjalankan aktiviti yang bermula dari merekabentuk produk/perkhidmatan hingga ke peringkat khidmat susulan (contoh seperti UOM)

ISO 9002 Sesuai dilaksanakan oleh agensi-agensi

yang mengeluarkan produk/perkhidmatan mengikut spesifikasi umum dan keperluan seragam untuk semua pelanggannya

ISO 9003 Tidak melibatkan aktiviti merekabentuk,

pengeluaran dan khidmat susulan. Ia hanya sesuai bagi organisasi yang terlibat dalam menjalankan pemeriksaan dan pengujian akhir sahaja

ISO 9001 : 2000/08

ISO 9000: Fundamentals and vocabulary ISO 9001: Requirements ISO 9004: Guidelines for performance

improvements ISO 19011: Management system auditing

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

Eight principles of Quality Management

Customer-centered organization Leadership People’s engagement Process approach

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