THE QUALITY BASIC

CONCEPT
PREPARED BY :
PN NOR MAHANI MD RASIDI

DEFINITION OF
QUALITY
Conformance to requirements.

A system of means to economically produce goods

or services which satisfy customers requirements
The amount of the unpriced attributes contained in
each unit of the priced attribute.
Produk yang memenuhi kehendak dan keperluan
pelanggan yang melibatkan harga dan ia
bergantung kepada penggunaannya.

 Consider feature &

performance measure to
asses value

(OBJECTIVE VIEW)

Quality of the design (look,

feel & function)

PRODUCER VIEW

(SUBJECTIVE
VIEW)

CUSTOMER VIEW

DIFFERENT VIEW OF
QUALITY

Conformance to requirement
Cost of quality
Increasing quality
conformance reduce product
cost & raise profit

CUSTOMER
EXTERNAL
The people
outside our
organization
who receive our
goods and
services.

INTERNAL
Co-workers or
individuals
within the
organization.

DEFINITION OF
CONTROL

The activity of ensuring conformance to

requirements and taking corrective action
when necessary to correct problems.

DEFINITION OF QUALITY
CONTROL
The process of producing the product or
service with the intent of eliminating problems
that might result in defects
OR
The operational technique and the activities
which sustain a quality of product or service
that will satisfy given needs.

DEFINITION OF QUALITY
ASSURANCE
A broad concept that focuses on
the entire quality system including
suppliers and ultimate consumers
of the product or service.

QUALITY ASSURANCE

DEFINITION OF QUALITY
MANAGEMENT
The totality of functions involved
in the determination and
achievement of quality (includes
quality assurance and quality
control).

QUALITY MANAGEMENT

ZERO DEFECT
Tiada sebarang kerosakan atau
kesilapan
ATAU
Praktikal bagi mengurangkan
kecacatan dalam masa tertentu
bagi meningkatkan keuntungan

TOTAL QUALITY MANAGEMENT (TQM)

(PENGURUSAN KUALITI MENYELURUH)

Satu proses pengurusan kualiti yang

berorientasikan pelanggan, berjalan
secara berterusan dan melibatkan
semua aspek dalam organisasi

 With data and profound

knowledge
Continuously improving
service to customer
Everyone is involved in

M
MANAGEME
NT

Q
QUALITY

T
TOTAL

KONSEP ASAS TQM

PENGLIBATAN &
KOMITMEN
PIHAK
PENGURUSAN
MENDAPATKAN
SOKONGAN
DRPD PIHAK
ATASAN HINGGA
BAWAHAN

PRESTASI
BERTAMBAH &
STABIL

FOKUS KEPADA
PELANGGAN
LUARAN &
DALAMAN

MENGANGGAP
PEMBEKAL
SEBAGAI KAWAN

DAPAT
BERTINDAK DGN
CEPAT

SENTIASA
MEMPERBAIKI
PERNIAGAAN &
PROSES
PENGELUARAN