Cover Note Assigment

STUDENTS NAME

: NASRI BIN SURIF

I/C NO

650102-10-8237

PROGRAMME

EXECUTIVE BACHELOR IN OPERATION &

ADMINISTRATION MANAGEMENT

CLASS DATE

18 SEPT & 19 SEPT 2014

INTAKE DATE

3RD BATCH

MODULE

TOTAL QUALITY MANAGEMENT

TRAINERS NAME

EN.NAZRI BIN MD.AKIM

CENTRE

IBU PEJABAT PLUS S2, TANGKAK

OVERALL MARK
(Fill up by Trainer)

QUESTION

MARK

1
2
3
4
5
TOTAL
FINAL MARK
(40%)
1

Table of content

1. Introduction

Pages

- Total Quality Management

3-4

2. Flow chart

4-5

3. Check sheet

5-6

4. Histogram

6-7

5. Fishbone Diagram

7-8

6. Pareto Analysis

9-10

7. Summary

10

8. Reference

11

Introduction
Total Quality Management (TQM)
Total quality management (TQM) is a management approach centered on quality, based on
the participation of an organizations people and aiming at long term success. This is
achieved through customer satisfaction and benefits all members of the organization and
society. In other words, TQM is a philosophy for managing an organization in a way which
enables it to meet stakeholder needs and expectations efficiently and effectively.TQM is a
way of thinking about goals, organizations, processes and people to ensure that the right
things are done right first time. This thought process can change attitudes, behavior and hence
results for the better.
It can be helpful to get senior managers to address these questions in a brainstorming session,
ideally at a venue off-site, to encourage fresh thinking. TQM aims to ensure that business
leaders focus on prevention not detection of problems. With the right leadership, and with
commitment from all members of staff, TQM can bring increase in efficiency as long as
youre prepared to change company culture to fit the new goal of quality throughout the
organization.

The principles of quality management:

There are eight principles of quality management:
1.

Customer-focused organization - depend on their customers and therefore should

understand current and future customer needs, meet customer requirements and strive
to exceed customer expectations.

2.

Leadership - leaders establish unity of purpose, direction and the internal environment
of the organization. They create the environment in which people can become fully
involved in achieving the organizations objectives.

3.

Involvement of people - people at all levels are the essence of an organization and
their full involvement enables their abilities to be used for the organizations benefit

4.

Process approach - a desired result is achieved more efficiently when related

resources and activities are managed as a process.

5.

System approach to management - identifying, understanding and managing a system

of interrelated processes for a given objective contributes to the effectiveness and
efficiency of the organization.

6.

Continual improvement - continual improvement is a permanent objective of an

organization.

7.

Factual approach to decision making - effective decisions are based on the logical and
intuitive analysis of data and information.

8.

Mutually beneficial supplier relationships - mutually beneficial relationships between

the organization and its suppliers enhance the ability of both organizations to create
value.

1. FLOW CHART
The flowchart is a means of visually presenting the flow of data through an information
processing systems, the operations performed within the system and the sequence in which
they are performed. Also flowchart is a type of diagram that represents an algorithm,
workflow or process, showing the steps as boxes of various kinds, and their order by
connecting them with arrows. This diagrammatic representation illustrates a solution model
to a given problem. Flowcharts are used in analyzing, designing, documenting or managing a
process or program in various fields. In this lesson, we shall concern ourselves with the
program flowchart, which describes what operations (and in what sequence) are required to
solve a given problem.

No water supply
at public toilet

Water tap
opened
in?

No

Water tap
faulty.
Yes

No

Open/swing
water tap

Repair water tap

Yes
Replace new water
tap

Water supply OK
Figure 1: Flow chart a process for dealing with a non-functioning water tap.
2. CHECK SHEET
The Check Sheet is a simple document that is used for collecting data in real time and at the
location where the data is generated. The document is typically a blank form that is designed
for the quick, easy, and efficient recording of the desired information, which can be either
quantitative or qualitative. When the information is quantitative, the check sheet is sometimes
called a tally sheet. The check sheet is one of the seven basic tools of quality control made
popular by Dr. Kaoru Ishikawa.
Check sheets have no standard format. It is based on the creativity of data collector and it
design depends on the requirement, recording and marking of data. Check sheet can be to
record data, it provides a visual overview of the problem areas.
5

Issue
Jan14

Feb14

Nos of frequently user complaint

MacAprMayJun14
14
14
14

Total
Jul14

Pothole

Aug14

Complaint
24

Toilet
dirty
Flies at
food
court

20

18

Water
ponding

19

Figure 2: Check sheets user complaint at Plus Highway (Section S3)

3. HISTOGRAM
A histogram is a graphical display of tabulated frequencies. A histogram is the graphical
version of a table which shows what proportion of cases fall into each of several or many
specified categories. Histogram is a bar graph which shows the frequencies of data in a
certain interval.
For example shown below:
Complaint
Potholes
Stray animal
Water ponding
Fallen trees
hose pipe faulty
Toilet dirty
No tissues
Obstacle
Flies
No hand soap

Nos of complaint
100
80
50
48
36
35
25
20
15
10

Histogram
120

100

100

80

80
50

60

48
36

40

35
25

20

15

10

20
0

1
No hand soap

Obstacle

Water ponding

Fallen trees

hose pipe faulty

Toilet dirty

No tissues

Stray animal

Flies

Potholes

Figure 3: Histogram bar graft problem occurred at Plus Highway (Section s3)

4. FISH BONE
Also called cause and effect diagram - Ishikawa Diagram. The fishbone diagram identifies
many possible causes for an effect or problem. It can be used to structure a brainstorming
session. It immediately sorts ideas into useful categories.
When to Use a Fishbone Diagram
1.

When identifying possible causes for a problem.

2.

Especially when a teams thinking tends to fall into ruts.

Fishbone Diagram Procedure

Materials needed: flipchart or whiteboard, marking pens.
1. Agree on a problem statement (effect). Write it at the center right of the flipchart or
whiteboard. Draw a box around it and draw a horizontal arrow running to it.
2. Brainstorm the major categories of causes of the problem. If this is difficult use
generic headings:
a.

Methods

b.

Machines (equipment)

c.

People (manpower)

d.

Materials

e.

Measurement

f.

Environment

MATERIAL

MAN POWER

TERIAL

Slow action

Premix low class

Not follow instruction

High traffic volume

Problem.
(Pothole on
pavement
surface)

Weather

Heavy rain

Heavy wheel load

ENVIRONMENT

MACHINE

YSTEM

ACHINE

Figure 4: Fishbone diagram - pothole at pavement surface.

Above diagram shows the basic quality problems that can occurred in the comfort ability user
at Plus Highway. As we all know, PLUS are one of the most important company that do
maintenance infrastructure. But problems can arise if they didnt do prevention measure.
Such roads not only damage the vehicles suspension systems including the dampers, springs
and the tyres, but also to be dangerous to small vehicles, especially motorcycles. Potholes and
cracks appear on the road due to surface fatigue. The problem is exacerbated by high traffic
volumes and heavy wheel loads.

5. PARETO ANALYSIS
Pareto Analysis is a statistical technique in decision-making used for the selection of a
limited number of tasks that produce significant overall effect. It uses the Pareto Principle
(also known as the 80/20 rule) the idea that by doing 20% of the work you can generate 80%
of the benefit of doing the entire job. In terms of quality improvement, a large majority of
problems (80%) are produced by a few key causes (20%).
For example shown below:
Complaint
Potholes
Stray animal
Flies
Fallen trees
hose pipe faulty
Toilet dirty
No tissues
Obstacle
Water ponding
No hand soap

Frequently
100
80
65
48
36
35
25
20
15
10

Percentage
23%
18%
15%
11%
8%
8%
6%
5%
3%
2%

Figure 5: Pareto diagram user complaint at Plus Highway (Section S3)

Cumulative %
41%
60%
75%
86%
94%
102%
108%
113%
116%
118%

This is a simple example of a Pareto diagram, using sample data showing the relative
frequency of problem at Plus Highway. It enables you to see what 20% of cases are causing
80% of the problems and where efforts should be focused to achieve the greatest
improvement. In this case, we can see that pothole, strays animal and flies should be the
focus. The value of the Pareto Principle we will be able to focus on the 20% of things that
matter. Identify and focus on those things first, but don't entirely ignore the remaining 80% of
causes.

Summary
A Pareto Diagram is a good tool to use when the process investigated produces data that are
broken down into categories and you can count the number of times each category occurs. A
Pareto diagram puts data in a hierarchical order, which allows the most significant problems
to be corrected first. The Pareto analysis technique is used primarily to identify and evaluate
nonconformities, although it can summarize all types of data. It is the perhaps the diagram
most often used in management presentations.

10

References
1) http://www.wisegeek.com what is a flow chart.htm
2) http://www.dti.gov.uk/bestpractice/operations/quality.htm - tools and techniques for
business improvement
3) http://www.dti.gov.uk/bestpractice/operations/quality.htm-

Information

on

performance, see our fact-sheet.

4) http://www.stanford.edu/class/msande269/six_scholars

comparison.html

or

the

Institute of Quality Assurances site.

5) http://www.vertex42.com/ExcelTemplates/fishbone-diagram.htm- Fishbone Diagram
/ Cause and Effect Diagram in Excel," From Vertex42.com. Oct 29, 2009,

11