LAPORAN RINGKAS QSPC-MTCP
Tarikh : 13 April 2002
Tempat : Bilik B4, Blok B, INTAN
Penceramah : Dr.Hj.Mohd.Nasir Mohd.Ashraf (9.00 am – 12.30 pm)
- Country Presentation Paper
Mr.Ivan Tissera (Sri Lanka)
- The ISO 9000 Certification Journey : INTAN’s Experience
INTAN function is to train public sector official in carrying out policies and objectives of the government with vision towards a world class training institution. Its mission is to developm a world class public sector through the provision of quality and professional learning opportunities. INTAN quality objective is have zero complaints from clients and conducting at least 80% of scheduled course.
Scope of registration is design, development and delivery of short training courses for the government sector. Received ISO status in 1 April 1997 – 31 Mar 2003 through SIRIM QAS SDN.BHD.
ISO 9000 FRAMEWORK
customer
quality assurance
organization
Documentation
o 
quality manual
o procedures quality systems
o 
work instruction
based on ISO 9000
o support documents series
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control control verify
input process output
The MS ISO 9000 Journey starts with motivating , forming of teams , providing responsibilities and preparing for financial issues.
Teams
steering committee |
chaired by director -determine objectives for implementing -determine scope of implementing -provide resource -determine authority responsible for developing and documenting i.e quality manual, procedures and work instructions |
management representative |
-evaluate current quality system -plan and document action plan -supervise implementation -solving problems -provide guidance and training |
coordinating and implementing/working committee |
-prepare and implement requirements |
Road Map To MS ISO 9000
Jan96 Jan96 Jan-Apr96 April96 May96
formation
appoint
training
gap
document
of steering
consultant
for
analysis
preparation
committee
working
& working committee
commitee
July 96
internal quality July-Aug 96 June 96 June 96
audit & management
review meeting implementation adequacy
review of
audit
documents
&
approval
compliance audit
certification MS ISO 9000
April 97
In summary, the related steps involved are training, gap analysis, documentation, reviewing, adequacy audit, implementation, internal quality audit & management review meeting, compliance audit, certification , survelliance audit and reassessment audits are done.
The management review meeting are chaired by the Director and consists of department heads which is scheduled at least twice a year.Maintanence of the system must come from the top management i.e. commitment from the top and commitment from staff. Some problems encountered are time, workload, lack of knowledge and resistance from staff.
The new version of ISO 9000 version 2000 uses 8 quality management principles (previous was 20) focusing on customer focus, leadership, involvement of people, process and system approach, continual improvement, factual approach to decision-making and mutually beneficial supplier relationship.
- Knowledge Workers
The Changing World of Work
Eras Terms
Industrialization
Manpower
Personnel
Information Human Resource
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People
Intelligence
Human Capital
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Knowledge
Knowledge workers
Human resource development in the public sector is closely related to the role of public sector as determined by the government e.g service provider, facilitator/catylyst, regulator, pacesetter, negotiator, integrator.
HRD : Issues & Challenges
o logival positivism vs phenomenological position
o managing change vs maintaning status-quo
o overlapping of priorites
o sexual haressment
o task oriented vs people orientated
o karoshi – working to death
o knowledge workers
- - flexibility vs over managed office
- careerist vs non-careerist
- learn, unlearn and relearning
K-based economy
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K-Management
K-Workers
A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge ……Dean Hovarth
Knowledge workers are actively involved in the ongoing process of using IT in the application of collection datas, calculation and analysis of information and communication of knowledge.
Knowledge workers are professional managerial and technical people…..Peter Drucker
Schooling traditionally stopped when work began . In knowledge society, it never stops .. conversely, knowledge rapidly becomes obsolete and knowledge workers have to go back to school …Peter Drucker
How Does Knowledge Create Values
close with customer
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quality & immediate
productivity feedback
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intellectual
property
innovation
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knowledge provider
SUNDAY 14 APRIL 2002
Leave INTAN for Penang (Visits and Benchmarking)