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