Modul : QUALITY MANAGEMENT

1. Jelaskan maksud `Total Quality Management (TQM)

2 Marks

Jawapan
TQM is an integrated organisational approach in delighting customers
(both external and internal) by meeting their expectations on a continuous
basis through everyone involved with the organisation working on
continuous improvement in all product/processes alongwith proper
problem methodology. In other words, TQM means activities involving
everyone in a company-management and workers in a totally integrated
effort towards improving performance at every level. This improved
performance is directed towards satisfying cross-functional goals as
Quality, Cost, Manpower development, Quality of worklife etc. These
activities ultimately lead to increased customer and employee satisfaction.
In short, the definition says "Continuously meeting agreed customer
requirements at the lowest cost by realising the potential of all employees".

2. Terdapat SEMBILAN (9) prinsip yang diikuti oleh TQM. Nyatakan prinsip tersebut
dan jelaskan secara ringkas.
Jawapan
The guideline principles of TQM are given below :
Agree customer requirements.
Understand customers/suppliers.
Do the right things.
Do things right first time.
Measure for success.
Continuous improvement is the goal.

18 Marks

 Management must lead.

Training is essential.
Communicate as never before.

3. Terdapat beberapa komponen utama di dalam perlaksanaan `TQM. Senaraikan

komponen-komponen tersebut.

10 Marks

Jawapan
Components of TQM
1. Quality policy and its communications.
2. Teamwork and participation.
3. Problem solving tools and techniques.
4. Standardisation.
5. Design and implementation of Quality System.
6. Quality Costs/Measurement.
7. Process Control.
8. Customer/Supplier integration.
9. Education and Training.
10. Quality and Training

4. Berikan maksud istilah berikut :

a) Polisi Kualiti (Quality Policy)
2 Marks

Jawapan
The overall quality intentions and directions of an organisation as
Regards quality as formally expressed by top management.

2 Marks

b) Pengurusan Kualiti (Quality Management)

Jawapan
That aspect of the overall management function that
determines and implements the quality policy.

2 Marks

c) Audit Kualiti (Quality Audit)

Jawapan

A systematic and independent examination to determine whether

quality activities and related results comply with planned arrangements
and whether these arrangements are implemented effectively and are
suitable to achieve objectives.

5. Sistem piawaian kualiti (quality standard) yang digunakan sekarang adalah ISO
9000. Terangkan secara terperinci peringkat-peringkat (stages) yang perlu dilalui
14 Marks

untuk membangunkan sistem ISO mengikut aturan.

Jawapan

The linkage between these six stages and the clauses of ISO 9001 is shown in
table below.

PROCESS STAGE

Determine the goal

BASE CLAUSE

BASE CLAUSE

5.3 Establish organizations 5.1

purpose

responsibility

Management

5.1 Establish Quality policy

5.4.1

Establish

5.3 Quality policy

Quality 5.1 Management

objectives

responsibility
5.2 Customer focus
7.1 Planning of product
realization
7.2.1 Determination of
requirement related to the
product
7.3.2

Design

and

development inputs

Develop processes

4.1a Identify processes

to achieve the goal

5.4.2 QMS planning

7.1 Planning of product
realization
7.3.1

Design

and

development planning
4.1b Determine sequence

7.1 Planning of product

and

realization

interaction of processes

7.3.1 Design and

development planning
7.4.1 Purchasing process
7.5.1 Control of production
and service provision
8.1 General

4.1c Develop criteria and 5.5.1 Responsibility and

methods

authority
5.5.2 Management
representative
7.1 Planning of product
realization
7.4.1 Purchasing process
7.5.1 Control of production
and service provision
7.5.3 Identification and
traceability
7.5.4 Customer property
7.5.5 Preservation of
product
8.1 General
8.3

Control

of

nonconforming product
4.1d Provide information

4.2.1 General
documentation
requirements
4.2.2 Quality manual
4.2.3 Control of documents
4.2.4 Control of records
5.1 Management

commitment
5.5.3 Internal
communication
7.1 Planning of product
realization
7.2.3 Customer
communication
7.3.3 Design and
development outputs
7.4.2

Purchasing

information
4.1d Provide resources

6.1 Provision of resources

6.2 Human resources
6.3 Infrastructure
6.4 Work environment
7.1 Planning of product
realization

Operate and
maintain processes

4.1 Implement and maintain 4.2.2 Quality manual

QMS

4.2.3 Control of documents

5.1 Management
commitment
5.4.2 Quality management
system planning

5.5.2 Management
representative
6.3 Infrastructure
7.2.3 Customer
communication
7.5.1 Control of product and
service provision

Establish that goal

is being achieved

8.2.4 Monitor and measure 7.2.2 Review of

product

requirements related to the

product
7.3.4 Design and
development review
7.3.5 Design and
development verification
7.3.6 Design and
development validation
7.4.3 Verification of
purchased product
7.5.1 Control of production
and service provision
7.6 Control of monitoring
and measuring devices
8.1 General
8.2.1 Customer satisfaction

8.2.2 Internal audit

Establish that goal

8.4 Analyse product

8.1 General

is being achieved

8.5.2 Corrective action

(continued)

8.5.3 Preventive action

8.3

Control

of

nonconforming product
4.1f Implement actions to

5.6 Management review

achieve planned results

7.3.7 Control of design and

development changes
8.1 General
8.2.3 Monitoring and
measurement of processes
8.5.1 Continual
improvement
8.5.2 Corrective action
8.5.3 Preventive action

Establish goal is

4.1e Monitor and measure

5.6 Management review

achieved in the best

processes

7.5.2 Validation of

way

processes for production

and service provision
7.6 Control of monitoring
and measuring devices
8.1 General

8.2.2 Internal audit

8.2.3

Monitoring

and

measurement of processes
4.1e Analyse processes

8.1 General
8.4 Analysis of data

4.1f Continually improve

8.1 General

processes

8.5.1

Continual

improvement

Establish if its the

8.4 Analyse suitability,

5.6.2 Review input

right goal

adequacy and effectiveness 7.6 Control of monitoring

and measuring devices
5.6.1

Review

system 5.6 Management review

effectiveness
4.1f Continually improve
processes

8.5.1
improvement

Continual