identify customers                                         determine product/services

C)   External Environmental Analysis

Ø        customer needs, demands and taste

Ø        constraints, parameters

Ø        changes in technology and globalisation

Ø        rules, regulation and procedures

Ø        socio-economic situation

      D)   Internal Environmental Analysis

Ø        Strength, Weakness, Opportunities and Threats (SWOT) Analysis

Ø        Gap Analysis

Ø        Financial Analysis

      E)   Vision Statement

o       must be easily understood

o       act as an inspiration and motivation

o       challenging e.g. to be a world class training institute

     F)    Mission Core Statement

o       explain core function

o       helps to achieve vision e.g. to establish

    G)     Quality Objective

o       statements expressed in terms of quantum

o       with certain degree of certainty

o       can be quantifiable

o       can be measurable e.g. passport will be ready in 3 days

   H)      Quality Policy

o       must address acceptable quantity level

o       statement possesses quality reputation e.g. create knowledge workers

I)                     Determination of Quality Systems

o       simple office manual procedure/desk files

o       flow charts for process and procedures

o       adopt quality management systems e.g. ISO 9000, TQM

3.                   7 Common Q’s

o       suggestion systems

o       information systems

o       feedback systems

o       slogan systems

o       quality day

o       inspection system

o       corporate culture/work ethics

4.                   Reduce Red Tapes

o       communication -> improve telephone services

o       service through e-mail, intranet, webpage

o       counter services -> simplify forms

§         counter services (customers)

§         service of counter

§         section behind the counter

5.                   Systems Improvements

o       forms design simplify

o       revenue collection

o       record management

o       flow charts for activities

o       modern equipment

6.                   One-Stop Center

o       one-stop bill-payment center

o       one-stop service center

o       clustered-single window service (one person do all)

o       walk-in-kiosk

7.                    Computerization

o       data based/driven

o       E-service

o       networking (public/private sector)

o       virtual office

8.                   Problem Solving

o       Scientific Approach

§         cause and effect analysis

§         brain storming

§         check list

§         pareto charts

9.                   Customer Complaints

o       recording all complaints

o       corrective actions

o       feedback

o       preventive action

10.               Measurement of Output

o       customer satisfaction and feedback

o       performance indicators

o       monitoring and evaluation

o       statistical analysis

11.               Client’s Charter

“ matters committed by agency , promising to deliver services or to give a quality determined standard”

12.               ISO is an international quality system standard

it is a practical tools assistting users in business and government bodies to assure the quality of products and service and they are used voluntarily.

Standards is actually documents which prescribes criteria on specification which one used as guidelines/standards on regulations.

ISO 9000 contribute towards improving quality, enhancing excellent work culture, one systematic management and consilidating quality management system.

Malaysia uses Development and Administrative Circular No.2/1996 , dated 11.7.96 (or normally called PKPA)

To enable ISO to be implemented the top management should :-

o       formulate policies,

o       set objectives,

o       provide necessary resources,

o       appoint management representatives,

o       conduct management review meetings.

ISO 9000 is a written set of standards consisting of 20 elements to meet customer need and expectations. Two (2) principals approach in ISO 9000 are Quality Control and Quality Assurance.

                 The key principles of ISO 9000 are :-

o       standard for quality systems not product/services

o       based on documentation (do what you say, say what you do and record)

o       emphasize prevention

o       focus on what needs to be done and not how it is to be carried out.

13.               Seven Quality Control Circle Tools (Pn.Hjh.Shamsiah Hj.Hamzah)

Introduction

The 7 Primer QC Tools originated from a Japanese warrior, Benkie. He owned and used 7 weapons which he used to win all his wars and battles. These tools when exercised wiil enable you to solve problems.

The  7 Primer QC Tools are :-

o       Pareto Diagrams

-         is a bar graph with cumulative curve and connecting points

-         display contribution of each item and rank improvement opprtunities

o       Cause & Effect Diagram

-         develop by Prof.Kauro Ishikawa in 1940, also known as Fishbone or Ishikawa Diagram

-         is a picture of lines and symbols designed to represent relationship between effects and problems

o       Graphs

-         refer to results of statistical analysis of data which are shown in diagrammatic form to communicate information

-         include bar, belt, line, radar and pie graph

o       Check Setter

-         sheets designed in advanced to collect necessary data easily and systematically

o       Scatter Diagram

-         is a diagram where the relationship between two characteristics value

are plotted

o       Histogram

-         is a type of bar graph which displays range of data grouped in certain classes

o       Control Charts

- is a chart  to examine a process/maintained  is in suitable condition

Tarikh : 6 April 2002 (Sabtu) & 7 April 2002 (Ahad) – Cuti Sabtu Minggu Pertama/Cuti Hari Ahad