Nurul Shahira Binti Rosman 2017876714

QUESTIONS
  1. Briefly explain definition of Quality.                                                                                  (5 marks)

Quality involves meeting or exceeding customer expectation and applies to products, services, people,
process and also environment. Quality is a dynamics state associated with products, services, people
and environment that meets exceed customers expectations a degree which a set of inherent
characteristic fulfils requirements. Example: low priced products can be considered as having high
quality if the product users determined as much.

2. Explain any TWO (2) differences between TQ Views Vs Traditional Views of Quality (10 marks)

Traditional views are an enterprise as a collection of separate and highly specialized individual
performances and units, linked within a functional hierarchy and while TQ views is a consists
continuous improvement activities involving everyone in the organization like: managers and workers in
a totally integrated effort toward improving performance at every level. Then got many differences
between traditional and TQ views of quality.
Firstly, Productivity (quantity vs quality). In traditional view of quality always in conflict because
organization can’t handle in production and also produce more production with low quality but quality is
inspected into the product and is enough when the product has achieved the required quality but the
production only focuses on their product that produced like: the organizations ignore the feedback and
complaints from customers. In Total Quality view perspective is productivity gains as a result of quality
improvement. This mean organization are able to improve the quality of their product and also
production will be able to produce more because consumer will continuously by their products.
Secondly, in terms of quality as a function. In Traditional view can be determined, are quality is a
separate role where have a different quality division who responsible of quality in the organization and
quality was only authority by inspectors while in TQ view is a quality fully integrated through the
organization. Quality aims on cohesive system approach where any issue about quality is the
responsibility of everyone in the organization.
3. Discuss THREE (3) key elements of Total Quality         (15 marks)

Total Quality Management (TQM) is a management outline based on the acceptance that an

organization can build long-standing success by having all its members, from low level workers to the
highest ranking ,it also focus on improving quality and delivering customer satisfaction.TQM is
involves organizations to focus on continuous improvement. It also concentrations on process
improvements over the long term, rather than simply emphasizing for a short-term financial gain.

Firstly, element of total quality management is teamwork. Teamwork from more of organization will
make easier. It’s can make organization become successful when all member gives cooperation in their
organization. Team work in any organization is essential because they give full cooperation among
them to improve the efficient and effectiveness of work. For examples: Polis Diraja Malaysia (PDRM)
work a teamwork in Movement Controlling Order to make sure all citizen follow procedure that was
given by government.

Secondly, element of total quality management is education and training. These elements will help to
give improvement skill among the workers and the workers know to work smart and make their work
complete and finish as well. Every training that the workers attend they will adapt a new knowledge and
they will implement in their organization. For example, fire fighter which before they become a fire
fighter, they must go to training to get some skill and knowledge. They also got a test before they are
qualified become a fire fighter.

Lastly, element of total quality is customer. Customer is a priority of the element in organization. In
customers have two types of customer which is internal and external. Internal customers are a
customer that involves in organization to give services for others but for external customer not involves
to the organization and only receive the products and services. For examples in Hospital for internal
customers they can use equipment and services that provide for hospital like, parking and they didn’t
pay and also for laundry but for external customer is more to patients because they get treatments and
medical from hospital and it’s can make customers satisfied in services.
4. Elaborate any THREE (3) Deming14 points by W. Edwards Deming (1900-1993)          (15 marks)

Deming created 14 points which can be provide a framework to develop knowledge in the workplace
and guide for a long-term business plans and aims. The points establish is an action plan as a
philosophical code for management. They have been expansively construed by many commentators on
quality, and other managements.
Firstly, Teach and leadership is a Deming points. To build a good leadership the organization must
prepare a course that was needed and good leadership have very importance responsibility because
need to make sure organization run smoothly for achieve the goals. These elements can avoid a bias
and corruption among internal workers. As a leadership is need of renovation, because they must lead
and not supervise at all. They must be authorized and directed communicate and need to act depends
by conditions if need correction. They must learn to fix the problem in situation.
Secondly, Eliminate slogans, exhortations, and targets are a Deming points. Create adversary
relationships, and the bulk of is the causes of low quality and productivity which belongs to the system
and outside the influence of the effort power. Exhortations, posters, targets, and slogans are directed at
the wrong people, causing general prevention and antipathy. Posters and charts can’t consider the fact
can’t trouble comes from the basic process. Management needs to learn that main responsibility must
improve the process and remove any special causes defects that found by numerical methods. Goals
need to set by individual, but numerical goals set for other people without a road map to reach the
detached have a conflicting effect.

Lastly, element of Deming 14 points is institute training. Organization must give training for new workers
and workers which have a disciplines issue because in training the worker will know and got knowledge
to be a good worker. Training can be organized two times a year. It can make workers gain more
knowledges and give a good relation between employees. Employees can help each other’s to work as
a team work in organization. The training can help worker more productive in quality of work and also
make them good in a teamwork. For example (The National Institute of Public Administration (INTAN) is
for the training arm of the Public Service Department.INTAN need to produce public servants who are
dynamic, progressive, competitive and commercial (creative and innovative) to execute their duties
professionally. It also helps to carry out research, and journal activities to prepare public servants with
talents, capability, and productive thinking.