IMPLEMENTING TOTAL

QUALITY MANAGEMENT IN
PEJABAT PENDIDIKAN
DAERAH KLANG
PREPARED BY
NOR ZAKIAH BT ISMAIL
SITI KHALIJAH BT ZAINOL
NURUL AIN BT ABD MANAN

BACKGROUND OF COMPANY
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.

WHAT MADE US EMBARK ON

TQM?
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 wellorganized 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 .

THE COMPOSITION OF TQM

COUNCIL AND FUNCTION
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.

OVERVIEW OF TQM INITIATIVES

In 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 focus
2. Leadership
3. Involvement of people
4. Process Approach
5. System Approach to Management
6. Continual Improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier Relationship

OVERVIEW OF TQM INITIATIVES

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
Precaution
Klang also integrated some steps in order to improve their
service quality. The steps
are shown as follows:
Continuous Review of the Amendment
Consistent Effort

Maintenance of quality
records

MECHANISM FOR EMPLOYEE

PARTICIPATION
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. Talk
3. Courses and Training
4. Workshop
5. Monitoring
6. Internal Memo
7. Communication
8. Seminars and Conferences

THE COST OF NON-QUALITY

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.

BENEFITS FROM TQM

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.

PROBLEMS AND CHALLENGES

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.
Attitude
Some of the employees are reluctant to accept new changes.
They tend to think that the new changes may come together
with extra workloads.
Management commitment
Some 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
Infrastructures
The 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.

APPENDIX