IMPLEMENTING TOTAL QUALITY MANAGEMENT IN PEJABAT PENDIDIKAN DAERAH KLANG

PREPARED BYNOR ZAKIAH BT ISMAILSITI KHALIJAH BT ZAINOLNURUL AIN BT ABD MANAN

District Education Office or Pejabat Pendidikan Daerah (PPD) was established under the Education Ordinance 1950. It represents the Ministry of Education and Selangor Education Department to coordinate the district activities. PPD has been formed as a result of a proposal presented in the early 80s. In 1992, PPD was established in several districts as intermediary between the districts with the State Education Department.

The functions of PPD is to execute the education policy through National Education Philosophy, generate dynamic, modern and progressive leadership, increase academic achievement, provide conducive education infrastructures, preserve the well-being of teachers, support staff , students, parents and customers and provide modern, efficient and effective administrative system. BACKGROUND OF COMPANY

PPD Klang at its inception in 1982 have been operating in a building block in Klang High School in April 1990 until Klang PPD has moved into an area of six acres nearby to SMK Tinggi Klang. At the beginning, PPD has been given a central role for academic management. Nowadays, the responsibility of PPD is no longer only in academic but also has improved so dramatically and has crossed the obligations and functions hand-in-hand with a current requirement.

PPD Klang constantly sustains its philosophy of providing quality service to the customers. In 2006, PPD Klang together with all State Education Departments and PPD throughout Malaysia had obtained recognition of the Quality System Certificate MS ISO 9001:2000 for the scope of Teacher Deployment Management, Teacher Relocation Management and Student Placement Management for Form 1 and 4 in Boarding Schools. BACKGROUND OF COMPANY

On 7 September 2006, Quality Unit of PPD Klang had been audited by SIRIM QAS International Auditor. The Auditor from SIRIM QAS International came once again on 25 and 26 January 2007 for Compliance Audit. As a result, PPD Klang had been awarded with MS ISO 9001:2000.

Since 2009, the Selangor Education Department has taken initiatives to coordinate and implement a Quality Management System under one roof between the State Education Department and all District Education Office in Selangor. Due to the coordination between the Selangor Education Department and all District Education Office in Selangor, PPD Klang obtained MS ISO 9001:2008 in 2009. MS ISO 9001:2008 is meant to set out the criteria and requirement for a quality management system. The standard is grounded on strong customer focus, the motivation and implication of top management, the process approach and continual improvement. BACKGROUND OF COMPANY

In regard, PPD also has embarked on TQM. PPD Klang aims to minimize the customers complaints by maintaining and providing the best quality service in line with the requirement of the Selangor Education Department.

1. The foremost reason is PPD Klang sees a need for well-organized and efficient system. By embarking TQM, PPD can improve their filing and documentation system. That is because all the letters and circulars received, the minutes of the meeting, calling letters, and all the important documents will be documented and will be kept accordingly. Therefore, it is easier to make the relevant references.

2. PPD Klang also sees the importance of TQM to establish and adjust up the procedures and alternatives to be pursued by all members in the organization to accomplish the ultimate goal which to increase customer satisfaction.

WHAT MADE US EMBARK ON TQM?

By focusing on customers satisfaction, PPD Klang could sustain and uphold the long term survival of customer satisfaction. Customer focus can be divided into 2 categories, internal and external. The internal customers include co-workers and other departments meanwhile external customers refer to the teachers, students and parents. Thus, it is important for PPD to serve their clients efficiently.

3. In addition, PPD Klang embarked on TQM because they realized the importance of continuous improvement. Continuous improvement is an ultimate goal in any organization especially PPD Klang because it assists PPD Klang to identify and examine the customers needs in order to review and provide continuous improvement.

WHAT MADE US EMBARK ON TQM?

In PPD Klang, TQM Council is also known as Quality Unit (Pasukan Petugas Kualiti).

The unit is divided into two level. Level 1 consisted of District Education Officer, Management Representatives, Deputy Vice Management, Quality Managers and Secretary. Level 2 comprised of the Document Control Manager, Records Manager, Internal Audit Manager, Human Resource Manager, Complaints Manager, Customer Feedback Manager, Maintenance Manager, Financial Manager, Procurement Manager, Technical Manager and Special Task Manager. Figure 1 showed the Organizational Chart of Quality Unit.THE COMPOSITION OF TQM COUNCIL AND FUNCTION

The functions of this unit are such below:Coordinating the PPD Klang Strategic Planning.Coordinating the organizational documentation and administrative management.Coordinating the controlled documents spreading and MS ISO 9001:2008 records.Managing the maintenance, copying, distribution and storage of controlled documents. Coordinating the official documents and records of organization such as the internal audit reports, monitoring monthly and annual reports and activities of the organization.Implementing the corrective actions.Ensuring the systems run smoothly and efficiently.

THE COMPOSITION OF TQM COUNCIL AND FUNCTION

OVERVIEW OF TQM INITIATIVESIn MS ISO 9000, quality is defined as the overall quality of features and characteristics of a product or service that meet customers needs. In term of service, the quality services are measured by fulfilling the customers requirement, giving accurate information, providing warm and good hospitality and easy access. There are eight Management Principles in ISO 9001. The Quality Management Principle is a comprehensive and fundamental rule or belief, for leading and operating an organization that aimed at continually improving performance over the long term by focusing on customers. The principles are such below:1. Customer focus2. Leadership3. Involvement of people4. Process Approach5. System Approach to Management6. Continual Improvement7. Factual Approach to Decision Making8. Mutually Beneficial Supplier Relationship

Hence, PPD Klang is committed to improve the delivery of services in order to meet the customers needs and national aspirations at large. The ISO 9001 helped PPD Klang in executing TQM. TQM involved the top management and all the staffs. All of the team have their specific set of obligations and responsibilities to accomplish. The ISO 9001 facilitated PPD to achieve the ultimate goal in satisfying the expectation of the customers by providing a framework for taking an organized approach to manage the processes. In addition, PPD Klang applied PDCA (plan-do-check-act) as well to monitor, control and improve continuously. Besides, PPD Klang also integrated some steps in order to improve their service quality. The steps are shown as follows:OVERVIEW OF TQM INITIATIVES

TQM in PPD Klang is a must. Thus, all parties play significant roles to involve and participate in TQM as required by the State Education Department. Top management and employee participation are very important in determining the successful of TQM. PPD Klang is very concerned on this matter. Thus, a few mechanisms and activities have been planned and implemented in order to encourage the participation and provide better understanding for those parties involved. The activities are:1.Briefing 2.Talk3.Courses and Training4.Workshop5.Monitoring6.Internal Memo7.Communication8.Seminars and Conferences

MECHANISM FOR EMPLOYEE PARTICIPATION

The cost of non-quality is a crucial issue in TQM. It is impossible to provide the perfect services. However, by implementing and following PDCA, PPD Klang managed to reduce the complaints from the customer.

As PPD Klang is a service provider, the cost of non-quality is also revolved and related to the customers. The high numbers of customers complaints may reflect the weaknesses in the organization.

THE COST OF NON-QUALITY

TQM facilitated PPD Klang to improve systematically and continuously. There are a number of benefits had been identified due to the implementing TQM in PPD Klang. The foremost benefit is the structured and organized filing system. All the documents are kept and separated accordingly. When the documents are kept and separated accordingly, it will ease the management or individual to find and get the information needed because all the documents are documented.

Other than that, the management also may see and analyse the strengths and weaknesses of PPD Klang. It can be measured from the internal audit. Thus, when there are any amendments or queries, the Quality Unit is able to learn from the mistakes and it will help PPD Klang to know whether they are on the right track or not. When PPD Klang correct its mistakes immediately, it will help them to reduce future mistakes and avoid from repeating the same mistakes.BENEFITS FROM TQM

In addition, since PPD is a service provider, TQM helped PPD Klang to improve its interaction with customers and encourage error-free. As a result, the complaints are became fewer. Fewer complaints reflect that the customers are satisfied with the service provided.

Besides, TQM strengthens the employees self-discipline by increasing efficiency and effectiveness that lead to the competitive individual and team. When the employee has a self-discipline, he or she will ensure that they work consistently and efficiently.

BENEFITS FROM TQM

New Employees and Personnel Exchange The employees need to have deep understanding about TQM. However, new employees are lacking of knowledge, information and understanding regarding TQM. Thus, they need to be trained and it cost them more time to work on that.

AttitudeSome of the employees are reluctant to accept new changes. They tend to think that the new changes may come together with extra workloads.

Management commitmentSome of the management teams also do not really understand about TQM. Therefore, they will take it for granted. For example, they do not keep and separate the documents and records accordingly. It will violate the compliance.

PROBLEMS AND CHALLENGES

InfrastructuresThe major challenges in PPD Klang is infrastructures. The space is really limited and unconducive. There is not enough space to accommodate the staff and also the files. The room is too crowded with files and the staffs as well.

Allocation As we know, training is really important. By organizing training, it will help the employees to have better understanding. To conduct training, it will surely relate to the cost. The costs include the payment for the speakers, materials, food and etc. It needs a large amount of money. However, PPD Klang do not have their own funding since all the allocation must be compliance with the Selangor Education Department.

PROBLEMS AND CHALLENGES

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