Definition of TQM

TQM requires the involvement of management, workforce, suppliers, and customers, in order to meet or exceed customer expectations.

Definition of ISO
Affiliate that combined organization and worldwide which responsible for setting standards in their respective countries.

Definition ISO 9000

A written standard of living that explains the basic elements to ensure the quality of services provided by an organization meet the needs of customers.

Definition of Quality under ISO 9000

Quality - Overall characteristics and attributes of a product or services that meet the requirements which had been specified and implied.

2 Approaches to Achieve Quality:

Quality Control Quality Assurance

TQM Based on the circular 1/92

As a process of cultural transformation characteristics with new better features. Lead the organization to achieve total quality in all aspects of its operation. Categories in 4 aspects are the goal, focus, strategy for improving activity, and the parties that responsible to implement.

The function of the circular 1/92

This is to provide information and guidance to the head of the Department the concept of total quality management in the public service.

The principles to support the TQM

Principle 1 Top management support Principle 2 Strategic planning and quality Principle 3 Customer focus Principle 4 Training and certification Principle 5 Teamwork Principle 6 Performance measurement Principle 7 Quality assurance

Principle 1 Top management support

Use their power to make important decisions Quickly made the decision. They can support the actions that
Establishing the quality policy Establish a quality management structure Organize a quality day Manage the change process

Principle 2 Strategic planning and quality

They can see clearly who their customers, the customer requirement, and the type output to be produced. Involve 5 actions:
Analyze the external environment Analyzing the internal environment Formulate quality missions Formulate quality objectives Identify activities

Principle 3 Customer focus

Satisfy the customer they are targeting Enable the department issued a quality output to meet the customer satisfaction. the stages that cover:
Identify customers Identify customer needs Translate customer requirement into standard quality output Create output production process Implement the process

Principle 4 Training and certification

To avoid the resistance to change by the employees To equip themselves to face the challenges by change of the environment. The action that had been taken:
Plan the master plan in line with the quality of the department Set the officer in charge of training Outline the training objectives Form the organizational structure to carry out training Underlined the need for training Provide programs and training materials Implementing and tracking the progress of the training program Evaluate the performance of the program Reviewing the effectives of training.

Principle 5 Teamwork
Unites all the employees of the department in the success of quality improvement. The benefits get from the teamwork:
Wide range of expertise Improve employee job satisfaction by giving the opportunity to complete the problems Solve the problems with quickly and effectively

Principle 6 Performance measurement

Measure the performance by:
Evaluate the current performance of work processes Detect the difference between the current performance and specified quality standards Identify the stages of the work process that have quality problems.

Principle 7 Quality assurance

Prevention the quality problems in the production through the systematic action. To achieve the quality assurance, the department should:
Perform quality inspection Practicing output planning Training staff

Relationship of ISO 9000 with TQM

ISO 9000 provides a solid foundation for the implementation of (TQM). Quality system and quality assurance system of ISO 9000 will increase the effectiveness and efficiency of the process management that being focused by TQM.

Reduce corrective action taken.

Make better decisions

Enable to identify the tasks and steps to be taken

Enable to prove the quality and system is controlled

Benefits of ISO 9000

Provides a structured method

Enable staff to carry out tasks correctly

Enable to identify and rectify problem

What is ISO 9000: 2000?

Officially released on 15 December 2000 to replace ISO 9000: 1994 standards. Main reasons for 2000 revision: To improve user-friendliness. To give more attention to the process approach, continual improvement and resource management. To improve integration of quality management systems with other management systems.

Mutually Beneficial Supplier Relationship Factual Approach to Decision Making

Customer Focus Leadership

8 Principles of ISO 9000: 2000

System Approach to Management

Involvement of People

Continual
Improvement

Process Approach

Steps to Implement MS 9000: 2000 in Public Sector

Get Training Conduct a gap differential analysis

Preparing the documents of MS 9000: 2000

Conduct Internal Audit Implement MS ISO 9000: 2000 Quality System

Apply for Certification

ISO 9000: 2000 Series

ISO 9000: 2000
Quality Management SystemsFundamental & Vocabulary

ISO 9001: 2000

Quality Management SystemRequirements

ISO 9004: 2000

Quality Management SystemsGuidelines for Performance Improvements

Development Administration Circulars 2/96

Entitled "Guidelines for Implementing ISO 9000 in the Public Sector" issued by the Government on 11 July 1996. To provide information on the ISO 9000 and ways of implement it in the Civil Service. Contain examples of how each element can be carried out in the Public Service.

The end of presentation thank you