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Pelaksanaan Sistem Pengurusan Kualiti
MS ISO 9001:2015
bagi meningkatkan prestasi organisasi
16/4/2018 hak cipta Mbustaman...
Introducing Your
Workshop Facilitator
hak cipta Mbustaman IAB.KPM 2
*Image mbam
Fasilitator
MUHAMAD BUSTAMAN BIN ABDUL MAN...
m bustaman/IAB/KPM/10 3
BIODATA
FASILITATOR
MUHAMAD BUSTAMAN BIN HAJI ABDUL MANAF
Pensyarah Cemerlang (MP: Pengurusan) (Gr...
m bustaman/IAB/KPM/10 4
m bustaman/IAB/KPM/10 5
m bustaman/IAB/KPM/10 6
m bustaman/IAB/KPM/10 7
m bustaman/IAB/KPM/10 8
OBJEKTIF
hak cipta Mbustaman IAB.KPM 9
Pelaksanaan MS ISO 9001:2015 bagi
meningkatkan lagi kualiti pengurusan
organisasi.
...
10
OBJEKTIFDi akhir Sesi Kursus ini, setiap Peserta
Akan :-
1. MEMAHAMI KONSEP SISTEM PENGURUSAN
KUALITI
2 . PELAKSANAAN S...
Lembaran Kerja (analisis jurang/Senarai semak
audit)
Klausa Status Pelaksanaan
(Analisis Jurang)
Isu/Penambahbaika
n
16/4/...
16/4/2018 hak cipta Mbustaman IAB.KPM 12
1. PENGENALAN KEPADA SISTEM
PENGURUSAN KUALITI (SPK)
16/4/2018 hak cipta Mbustaman IAB.KPM 13
APA ITU KUALITI
Keupayaan sesuatu produk
atau perkhidmatan memenuhi
kepuasan pelanggan
(pihak berkepentingan)
1416/4/2018 ...
16/4/2018 15
Definisi Kualiti –ISO 9000
“ darjah dimana sekumpulan sifat produk atau
perkhidmatan yang wujud memenuhi kepe...
16/4/2018 16
Latarbelakang ISO
• Because "International Organization for Standardization"
would have different acronyms in...
APA ITU ISO?
8
INTERNATIONAL ORGANISATION FOR STANDARDISATION
(ISO)
Badan bersekutu mengabungkan organisasi dari
seluruh d...
• International Organization for
Standardization ISO
Central Secretariat
Chemin de Blandonnet 8, Case Postale 401
CH – 121...
12
Sejarah Std. (QMS)
1987
1994
2000
2008
Revisions
2015
Latest Revisions 1
9
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16/4/2018
Transition Period
20hak cipta Mbustaman IAB.KPM
16/4/2018
What is a Quality Management System (QMS)?
• A QMS is a tool to help an organisation to
manage quality.
• One thing a QMS ...
What is QMS (SPK)?
16/4/2018 hak cipta Mbustaman IAB.KPM 22
Memahami Std ISO 9001: 2015
23hak cipta Mbustaman IAB.KPM
ISO 9001 adalah standard antarabangsa yang
menetapkan keperluan ...
ISO 9000 Series
ISO 9000 - •Qualitymanagement systems — Fundamentals and vocabulary ISO
9000 provides an essential backgro...
Faedah ISO 9001:2015
• a) meningkatkan keupayaan organisasi untuk
menyediakan secara tekal/konsisten produk
dan perkhidmat...
16/4/2018 hak cipta Mbustaman IAB.KPM 26
16/4/2018 hak cipta Mbustaman IAB.KPM 27
Steps to to implement ISO 9001 (Certification)
Step 1: Preparation
Get an Underst...
16/4/2018 hak cipta Mbustaman IAB.KPM 28
Step 3: Implementation
One Step at a Time
Take one step at a time in your ISO 900...
16/4/2018 hak cipta Mbustaman IAB.KPM 29
Apakah Badan Pensijilan ISO 9000?
CB 01 SIRIM QAS International Sdn.Bhd.
CB 02 Mo...
Alignment
Information technology
-- Service management
(ITSMS)
31hak cipta Mbustaman IAB.KPM
Information security manageme...
Ciri – ciri
ISO 9001:2015
• 1. Forward Looking
Ciri ini terdapat dalam klausa 4, iaitu Context of
the organization, klausa...
Ciri – ciri
ISO 9001:2015
• 2. Risk Based thinking
organisasi harus mengurus risiko sehingga di ISO
9001:2015 tidak ada la...
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hak cipta Mbustaman IAB.KPM 3816/4/2018
Ciri – ciri
ISO 9001:2015
• 3. Compentency Based
klausa 7.2 tentang kompetensi. Untuk itu perlu langkah-langkah
untuk meng...
Ciri – ciri
ISO 9001:2015
• 4. Improvement driven
“ berkualiti dan memuaskan pelanggan hari ini, belum
tentu berkualiti da...
MQA code provides a guideline of
general requirements in the
following areas:
• Vision, mission and learning outcomes;
• C...
© Ghani Jan 2016 - All rightsreserved 3
0
Penekanan ISO 2008 vs 2015
Key Words in ISO 9001 2008 2015
“Pelanggan” “Customer...
49
Plan - Do - Check - Act
P
DC
A
Plan: Establish the
objectives &
processes necessary
to deliver results in
accordance wi...
16/4/2018 hak cipta Mbustaman IAB.KPM 50
61
Do Check ActPLAN
Plan
4
Context of
organization
5
Leadership
6
Planning
8
Operation
9
Performance
and Evaluation
10
Imp...
Proses/
Aktiviti
Titik Mula TitikAkhir
Kawalan dan tempat pemeriksaan yang munasabah untuk
memantau dan mengukur prestasi
...
53
KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL
PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ
KEDIAMAN
URUSAN PEJABAT BENDAHARI
K
E
P...
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13
PRINSIP-PRINSIP KUALITI
ISO 9001:2015
5
6
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One of the definitions of a “ principle ” is
that it is a basic belief, theory or rule that
has a major influence on the w...
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ISO 9001 : 2015 dibina berlandaskan
7 prinsip pengurusan kualiti iaitu:
• Fokus Kepada Pelanggan – memahami dan memenuhi k...
© Ghani Jan 2016 - All rightsr eserved 23
Kesimpulan Prinsip
PRINSIP
1 Customer Focus / Fokus Pelanggan  Requirement
 Ex...
0.3.3 Pemikiran Berasaskan
RISIKO menjadi ASAS
perubahan STD.
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1
16/4/2018
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Risk-Based Thinking
MSISO 9001:2015
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ISO/TC 176/SC2
Document N1222, July 2014
Bahagian Kedua
Pemahaman Keperluan SPK MS ISO
9001:2015 dengan proses-proses
kerja organisasi dan analisis jurang
16/4/201...
Klausa-klausa
ISO 9001:2015
Pendahuluan
1. Skop
2. Rujukan Normatif
3. Istilah dan Definisi
4. Konteks Organisasi
5. Kepim...
Section 1- Scope
• Needs to demonstrate its ability to
meet customer/statutory/regulatory
requirements
• Aims to enhance c...
63hak cipta Mbustaman IAB.KPM 7
8
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Section 3 – Terms & Definitions
CUSTOMER
Person or organisation that could or
does receive a product or a service
that is ...
Section 3 – Terms & Definitions
3.02 – INTERESTED PARTY
Person or organization (3.01) that can affect, be
affected by, or ...
Section 3 – Terms & Definitions
3.06 - EFFECTIVENESS
Extent to which planned activities are
realized and planned results a...
Section 3 – Terms & Definitions
3.08 –
OBJECTIVE
Result to be
achieved.
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Section 3 – Terms & Definitions
3.09 - RISK
Effect of
uncertainty on
an expected
result.
The effect can
be positive or
neg...
Section 3 – Terms & Definitions
DOCUMENTED INFORMATION
Information required to be
controlled and maintained by an
organiza...
Section 3 – Terms & Definitions
Set of interrelated or interacting activities
which transforms inputs into outputs
PROCESS...
Section 3 – Terms & Definitions
CORRECTIVE ACTION
• Action to eliminate the cause of a
nonconformity and to prevent recurr...
hak cipta Mbustaman IAB.KPM 8
7
16/4/20
18
Clause/Section 4 :
Context Of The Organization
Understand your organization and its unique context
Memahami organisasi and...
Tentukan Isu-isu
Luaran & Dalaman
77
© Ghani Jan 2016 - All rightsreserved
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9
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Konteks Organisasi
Konteks
Organisasi
Dua keperluan
baru telah
ditambah dalam
standard ISO
9001:2015 iaitu:
4.1
Memahami
o...
Klausa 4.0: Konteks Organisasi
16/4/2018 hak cipta Mbustaman IAB.KPM 91
16/4/2018
Strategic Planning Model
A B C D E
• Environmental
Scan
Assess
• Organisation
background
information
• Stakehold...
"Konteks organisasi"
135
Konteks luaran termasuk *
persekitaran budaya, sosial, politik, undang-undang, peraturan,
kewanga...
16/4/2018
Assessment Model:
S W O T/SWOC
Build
External Assessment: Political, economic
factor, competitor’s, social trend...
95
Analisis Persekitaran Luaran:
Teknik Analisis PEST
– Political
– Legislation and Regulation
– International relations, ...
Standard ini memerlukan organisasi untuk menentukan isu-
isu dalaman dan luaran. (SWOT Analysis &PESTEL)
Isu apa?
 Isu-is...
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Siapakah pihak yang berminat?
Biasanya, ini termasuk:
98
 Pemegang Saham
 pemilik
 pengurusan
 pekerja
 kesatuan seke...
keupayaan organisasi untuk menyediakan produk dan
perkhidmatan yang memenuhi keperluan pelanggan dan
keperluan perundangan...
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Contoh:
InterestedParty
Internalor
External Reason forInterest
Customers External Direct recipient of our [Products or Ser...
4.3. Scope: What does the ISO
9001:2015 standard state?
Section 4.3 of the standard details the requirements for
determini...
4.3
sample scope ISO 9001:2015
XYZ Manufacturing located in London, England, producing
machined components in the aerospac...
16/4/2018 hak cipta Mbustaman IAB.KPM 105
106
Contoh Polisi Kualiti
Contoh Pernyataan Dasar Kualiti
1. “KV X berazam dan beriltizam memberi perkhidmatan
pendidikan ...
16/4/2018 hak cipta Mbustaman IAB.KPM 107
108
Objektif Kualiti
Pengurusan Atasan organisasi hendaklahlah menyediakan
objektif-objektif kualiti yang :
 Selaras deng...
16/4/2018 hak cipta Mbustaman IAB.KPM 109
Objektif Kualiti IAB
Objektif Sistem Pengurusan Kualiti adalah:
(a) Melaksanakan100% program latihan yang dijadualkan dala...
4.4
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Kepimpinan
(klausa 5.0)
Operasi
Klausa 8.0)
Penambahbaikan
(Klausa 10)
Kawalan proses NC &
Pembetulan.
Penambahbaikan
Soko...
114
KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL
PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ
KEDIAMAN
URUSAN PEJABAT BENDAHARI
K
E
...
16/4/2018 hak cipta Mbustaman IAB.KPM 115
Questions to ask:
 What are the inputs to the process?
 Where do the inputs co...
16/4/2018 hak cipta Mbustaman IAB.KPM 116
 What documented information is required for the
operation and control over the...
Clause/Section 5 :
LEADERSHIP
focusing on quality and customers
Pelanggan, kehendak berkanun dan peraturan yg berkenaan
es...
"Tanggungjawab
Pengurusan" kini
digantikan dengan
"Kepimpinan"
151
Akauntabiliti
Polisi &
ObjektifQ
Integrasi
PromosiPA
&R...
Top management must:
• have accountability for the effectiveness of their organisation’s quality
management system;
• ensu...
The top management is required to ensure that:
• the requirements set out in ISO 9001:2015 are met;
• QMS processes are de...
Clause/Section 6 :
PLANNING
Define actions to manage risks and address opportunities
Perancangan Menentukan tindakan untuk...
1
“risk-based thinking”
2
3
“saya berubah, kita mengubah”
“WE positively CHANGE”
86
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1
2
16/4/2...
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KJADUAL KEMUNGKINAN
Penilaian Kemungkinan Penerangan
5 Sangat Kerap Selalu berlaku (81% - 100%)
4 Kerap Berlaku berulang k...
JADUAL AKIBAT / KESAN
Penilaian Keparahan Penerangan
5 Ketakakuran Besar Kegagalan Sistem
4 Ketakakuran Sederhana
Mendapat...
hak cipta Mbustaman IAB.KPM 1
2
16/4/2018
Jadual Tindakan
ARAS RISIKO SKALA TINDAKAN DAN SKALA MASA
TINGGI 15-25 Memerlukan tindakan
pembetulan tanpa berlengah-
len...
Contoh…..
Risiko Kemungkinan Keparahan PenilaianRisiko ArasRisiko Mitigasi
Pelajar tidak mendapat
tempat latihan industri
...
6.2: Apabila merancang bagaimana untuk
mencapai Objektif Kualiti, hendaklah
menentukan:
Sumber apa yang
diperlukan
Siapa y...
16/4/2018
Strategic Planning Model
A B C D E
• Environmental
Scan
Assess
• Organisation
background
information
• Stakehold...
Action Plan Framework
What will
be done
Who will be
resposible
What
resources
will be
required
When it will
be
completed
H...
6.3: Perancangan Perubahan
Apabila menentukan keperluan untuk perubahan kepada SPK,
perubahan tersebut hendaklah dijalanka...
© Ghani Jan 2016 - All rightsreserved
89
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1
3
16/4/2018
Clause/Section 7 : SUPPORT
Support your QMS by / Menyokong QMS anda dengan :
providing the necessary resources
menyediakan...
1
2
3
4
5
91
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1
3
16/4/2018
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115
Apakah Dokumen Wajib @
Mandatory yang diperlukan
oleh versi 2015??
© Ghani Jan 2016 - All rightsreservedhak cipta Mbus...
Versi standard 2008 mempunyai dua terma
berasingan: "dokumen" dan "rekod".
Dalam Versi 2015 pula ia telah digabungkan
bers...
Dokumen wajib
Dokumen/Prosedur Wajib Klausa
Menentukan Skop Sistem Pengurusan Kualiti (SPK)
# terdapat di dalam Manual Pen...
D
NEW
NEW
NEW
NEW
NEW
NEW
140
okumen bukan mandatori
Dokumen/Prosedur Tidak Wajib Klausa
Memahami organisasi dan konteksny...
118
© Ghani Jan 2016 - All rightsreserved
Menyimpan Maklumat yang
didokumenkan
4.3 Scope of the QMS 8.4 Control of externa...
142
PROSEDUR KUALITI
• Kawalan DokumenPK 01
PK 02
• Audit DalamPK 03
• Kajian Semula PengurusanPK 04
• Tindakan Pembetulan...
143
PROSEDUR KUALITI
• Aduan dan Maklum Balas PelangganPK 07
• Pelaksanaan P & PPK 08
• Pengurusan PanitiaPK 09
• Penyedia...
144
PROSEDUR KUALITI
• Pembangunan StafPK 13
• Perolehan, Pembayaran dan Pengurusan StokPK 14
• Pengurusan MesyuaratPK 15
...
Clause/Section 8 : OPERATION /
OPERASI
Develop, implement,
and control operational
processes
Determine and
document produc...
Pematuhan
Keyakinan
Clause/Section 8 : OPERATION / OPERASI
1 Menentukan
Keperluan
pelangan
Mewujudkan
Kriteria
Menentukan
...
94
Clause/Section 8 : OPERATION / OPERASI
2 Komunikasi
dengan
Pelanggan
Menentukan
keperluan
yang
berkaitan
Semakan
Keperl...
Clause/Section 8 : OPERATION / OPERASI
3
Rekabentuk
dan
Pembangunan
Produk &
Perkhidmatan
Umum , wujud, laksana, simpan pr...
Clause/Section 8 : OPERATION / OPERASI
KAWALAN
terhadap
proses luaran
yang
dibekalkan
Produk &
Perkhidmatan
Umum , mematuh...
Clause/Section 8 : OPERATION / OPERASI
5
Pengeluaran
dan
Penyedian
Kawalan Pengeluaran dan Penyediaan
Perkhidmatan
Identif...
151
KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL
PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ
KEDIAMAN
URUSAN PEJABAT BENDAHARI
K
E
...
Kawalan proses,
produk dan
perkhidmatan dari
pembekal luar
Kriteria
Pemilihan
Kriteria
Penilaian
Pemilihan
Pemantauan
Pres...
153
Pengurusan Pengetahuan
a) melindungi organisasi daripada kerugian,
kehilangan pengetahuan, contohnya
• Melalui staff t...
98
• 8.7 - Control of Nonconforming outputs, products and services
• Correction / Pembetulan
• Segregation, Containment, R...
Clause/Section 9 :
EVALUATION
Monitor, measure,
analyze, and evaluate
QMS performance
Use internal audits to
examine confo...
Clause 9 – Performance Evaluation
1
0
0
9.1.3 – Analysis and Evaluation
Demonstrate Conform© Gihtayni ,JanE20n16h- Aall rn...
9.2.1 - PlannedAudits
1- Organization’s Requirements
2- Requirements of ISO9001
9.2 – Internal Audits
10
1
hak cipta Mbust...
9.2 – Internal Audits
a.Plan, Establish, Maintain with defined Frequency, method,
responsibilities, reporting
b. Define th...
Clause 9.3 – Management Review
9.3 Management Review
9.3.1- Inputs
9.3.2- Outputs
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5
16/4/...
Clause 9.3 – Management Review
Reviews at Planned Intervals
Ensue its continuing suitability,
adequacy and effectiveness
a...
Clause 9.3 – Management Review
c) Information on Quality
Performance
• Nonconformities and
CARs
• Monitoring and
Measureme...
Clause 9.3 – Management Review
a)Continual Improvement
Opportunities
b)Any change needed for QMS,
including resources
Reta...
Clause/Section 10 : IMPROVEMENT
Determine improvement
opportunities and make
improvements
Control nonconformities
and take...
10: PENAMBAHBAIKAN
Hendaklah mengenalpasti kaedah untuk melakukan
penambahbaikan ke arah peningkatan kepuasan pelanggan
Pe...
Penambahbaikan (samb…)
Mengambil tindakan
untuk mengawal dan
memperbetulkannya
Menangani
akibatnya
165hak cipta Mbustaman ...
Penambahbaikan (samb…)
Kenalpasti
Ketakakuran
Tindakan
Pembetulan
PUNCA
Analisa
166
Selesai
dan
Keberkesanan
Keputusan
Pel...
167hak cipta Mbustaman IAB.KPM
16/4/2018
O ra n g I sl a m
a d a l a h o r a n g y a n g
h a r i i n i l e b i h b a i k
d a r i p a d a k e m a r i n
d a n h a r ...
PENAMBAHBAIKAN
169
CONTOH:
- Bengkel ISO bagi staf baru Perpustakaan
- Kajian Proses Kerja Semasa Bersama
Staf
- Kajian Ke...
Kata-kata Imam Syafie
• Bila kamu tidak tahan penatnya belajar, maka
kamu akan menanggung perihnya kebodohan
• Ilmu itu bu...
171
TERIMA KASIH
Untuk bantuan lanjut:
Muhd Bustaman Abdul Manaf
Institut Aminuddin Baki (CGH
Kementerian Pendidikan Malay...
172
SEKIAN,
TERIMA KASIH
hak cipta Mbustaman IAB.KPM16/4/2018
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Panduan Implementasi Sistem Pengurusan Kualiti MS ISO 9001: 2015

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Panduan asas bagi implementasi SPK MS ISO 9001:2015
Guidelines how to implement quality management system ISO 9001:2015.
An introduction to ISO 9001:2015

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Panduan Implementasi Sistem Pengurusan Kualiti MS ISO 9001: 2015

  1. 1. Pelaksanaan Sistem Pengurusan Kualiti MS ISO 9001:2015 bagi meningkatkan prestasi organisasi 16/4/2018 hak cipta Mbustaman IAB.KPM 1
  2. 2. Introducing Your Workshop Facilitator hak cipta Mbustaman IAB.KPM 2 *Image mbam Fasilitator MUHAMAD BUSTAMAN BIN ABDUL MANAF PENSYARAH CEMERLANG (GRED DG 54) Mata Pelajaran: Pengurusan Certified as Specialist Trainer & Specialiast Coach-KPM Jurulatih Pakar Negara – Latihan Pengurusan Pendidikan –KSM 16/4/2018
  3. 3. m bustaman/IAB/KPM/10 3 BIODATA FASILITATOR MUHAMAD BUSTAMAN BIN HAJI ABDUL MANAF Pensyarah Cemerlang (MP: Pengurusan) (Gred 54), Instutut Aminuddin Baki, KPM A. Pengalaman: Pensyarah di Institut Aminuddin Baki bermula dari tahun 1995. 1. Buku: 1. Pengurusan Kualiti ISO 9000 dalam pendidikan 2. Perancangan Strategik B. Latihan Profesionalisme dalam bidang Pengurusan Strategik dan Pengurusan Kualiti: Latihan Luar Negara: i. Strategic Management & Leadership Skills: World Trade Institute, New York, USA (1996) ii. Quality (TQM) in Education: SEAMEO Innotech, Manila (1998) iii. Strategic Planning in Education: University of York, England (2000- 2004) iv. Strategy Performance Measurement Systems: U of Adelaide, Australia (2005) C. Mempunyai sijil profesional Juruaudit (Lead Auditor) ISO 9000 sejak 1997 dan Sijil Kejurulatihan MS ISO 9000 dari MAMPU. Berpengalaman menjadi juruaudit bersama dengan MAMPU serta memberi konsultasi dalam pembinaan dokumen kualiti dan Audit Kualiti Dalaman . D. Bidang kepakaran lain: Change Management, Benchmarking, Balanced Scorecard (KPI), Strategic Leadership Skills, Leadership Coaching, Strategic Thinking Skills & Personal Balanced Scorecard. E. Ahli panel Sistem Star Rating KPM 2008 & Ketua Pasukan 2010. F. Timbalan Wakil Pengurusan Ssitem Pengurusan Kualiti MS ISO 9000 IAB.
  4. 4. m bustaman/IAB/KPM/10 4
  5. 5. m bustaman/IAB/KPM/10 5
  6. 6. m bustaman/IAB/KPM/10 6
  7. 7. m bustaman/IAB/KPM/10 7
  8. 8. m bustaman/IAB/KPM/10 8
  9. 9. OBJEKTIF hak cipta Mbustaman IAB.KPM 9 Pelaksanaan MS ISO 9001:2015 bagi meningkatkan lagi kualiti pengurusan organisasi. 16/4/2018
  10. 10. 10 OBJEKTIFDi akhir Sesi Kursus ini, setiap Peserta Akan :- 1. MEMAHAMI KONSEP SISTEM PENGURUSAN KUALITI 2 . PELAKSANAAN STANDARD MS ISO 9001:2015
  11. 11. Lembaran Kerja (analisis jurang/Senarai semak audit) Klausa Status Pelaksanaan (Analisis Jurang) Isu/Penambahbaika n 16/4/2018 hak cipta Mbustaman IAB.KPM 11
  12. 12. 16/4/2018 hak cipta Mbustaman IAB.KPM 12
  13. 13. 1. PENGENALAN KEPADA SISTEM PENGURUSAN KUALITI (SPK) 16/4/2018 hak cipta Mbustaman IAB.KPM 13
  14. 14. APA ITU KUALITI Keupayaan sesuatu produk atau perkhidmatan memenuhi kepuasan pelanggan (pihak berkepentingan) 1416/4/2018 hak cipta Mbustaman IAB.KPM
  15. 15. 16/4/2018 15 Definisi Kualiti –ISO 9000 “ darjah dimana sekumpulan sifat produk atau perkhidmatan yang wujud memenuhi keperluan- keperluan” (3.1.1) Sifat (3.5.1) bermaksud ciri-ciri yang membezakan sesuatu samada sedia wujud yang atau diberikan, kualitatif atau kuantitatif atau jumlah yang banyak dan terdapat banyak kelas sifat seperti fizikal, deria, kelakuan,batas waktu, ergonomic dan fungsian. Keperluan (3.1.2) adalah amalan yang biasa digunakan oleh syarikat, pelanggannya dan atau pihak yang berminat. hak cipta Mbustaman IAB.KPM
  16. 16. 16/4/2018 16 Latarbelakang ISO • Because "International Organization for Standardization" would have different acronyms in different languages ("IOS" in English, "OIN" in French for Organisation internationale de normalisation), its founders decided to give it also a short, all-purpose name”. • “They choose "ISO", derived from the Greek isos, meaning "equal". Whatever the country, whatever the language, the short form of the organization's name is always ISO”. hak cipta Mbustaman IAB.KPM
  17. 17. APA ITU ISO? 8 INTERNATIONAL ORGANISATION FOR STANDARDISATION (ISO) Badan bersekutu mengabungkan organisasi dari seluruh dunia. Ditubuhkan pada 27 Februari 1947 dan beribu pejabat di Geneva Switzerland. ISO 9000 kini digunakan di lebih 170 buah negara di dunia. 1 7 hak cipta Mbustaman IAB.KPM 16/4/2018
  18. 18. • International Organization for Standardization ISO Central Secretariat Chemin de Blandonnet 8, Case Postale 401 CH – 1214 Vernier, Geneva, Switzerland • www.iso.org 16/4/2018 hak cipta Mbustaman IAB.KPM 18
  19. 19. 12 Sejarah Std. (QMS) 1987 1994 2000 2008 Revisions 2015 Latest Revisions 1 9 hak cipta Mbustaman IAB.KPM 16/4/2018
  20. 20. Transition Period 20hak cipta Mbustaman IAB.KPM 16/4/2018
  21. 21. What is a Quality Management System (QMS)? • A QMS is a tool to help an organisation to manage quality. • One thing a QMS isn’t is just the quality manual! The quality manual is a means of recording how quality is managed within your organisation so everyone does their job in a consistent way, delivering a consistent and quality product or service. • In other words, a quality manual reflects the business and the quality management system. 16/4/2018 hak cipta Mbustaman IAB.KPM 21
  22. 22. What is QMS (SPK)? 16/4/2018 hak cipta Mbustaman IAB.KPM 22
  23. 23. Memahami Std ISO 9001: 2015 23hak cipta Mbustaman IAB.KPM ISO 9001 adalah standard antarabangsa yang menetapkan keperluan bagi sistem pengurusan kualiti (SPK). Organisasi menggunakan standard untuk menunjukkan keupayaan untuk menyediakan produk dan perkhidmatan yang memenuhi keperluan pelanggan dan keperluan undang-undang secara konsisten. ISO 9001 is the international standard that specifies requirements for a quality management system (QMS). Organizations use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements. 2 3 16/4/2018
  24. 24. ISO 9000 Series ISO 9000 - •Qualitymanagement systems — Fundamentals and vocabulary ISO 9000 provides an essential background for the proper understanding and implementation of the ISO 9001 International Standard. ISO 9001 – Quality Management Systems - Requirement ISO 9001 specifies requirements aimed primarily at giving confidence in the products and services provided by an organization and thereby improving customer satisfaction. ISO 9004 - Managing for the sustained success of an organization - Aquality management approach ISO 9004, Provides guidance for organizations that choose to progress beyond the requirements of the ISO 9001 International Standard to address a broader range of topics that can lead to continual improvement of the organization's overall performance. ISO 19011 – Auditing 64hak cipta Mbustaman IAB.KPM 2 4 16/4/2018
  25. 25. Faedah ISO 9001:2015 • a) meningkatkan keupayaan organisasi untuk menyediakan secara tekal/konsisten produk dan perkhidmatan yang berupaya memenuhi keperluan pelanggan, serta keperluan berkanun dan peraturan yang diguna pakai; • b) memudahkan peluang untuk meningkatkan kepuasan pelanggan; • c) menyatakan risiko dan peluang yang berkaitan dengan konteks dan matlamatnya; • d) meningkatkan keupayaan untuk menunjukkan keakuran terhadap keperluan sistem pengurusan kualiti yang ditetapkan hak cipta Mbustaman IAB.KPM 2516/4/2018
  26. 26. 16/4/2018 hak cipta Mbustaman IAB.KPM 26
  27. 27. 16/4/2018 hak cipta Mbustaman IAB.KPM 27 Steps to to implement ISO 9001 (Certification) Step 1: Preparation Get an Understanding of ISO 9001:2015/Awareness/ Top Management Commitment ISO 9001 Management Representative (Quality Champion/Manager) Training Get Buy-In Step 2: Documentation Which Documents are required by ISO 9001? (1) Quality Policy (2) Scope of the quality management system (3) Process map (flowchart) (4) Quality objectives (5) Procedures (6) Work Instructions (7) Forms Organisation-specific ISO 9001 Documentation Customization of Templates
  28. 28. 16/4/2018 hak cipta Mbustaman IAB.KPM 28 Step 3: Implementation One Step at a Time Take one step at a time in your ISO 9001 implementation process. We recommend that you start with the section on Document Control than processes in the scope of practices. Training and Work Instructions go Hand in Hand Step 4: Internal Audit The Auditor (train internal auditor) Do internal audits Step 5: Certification Selecting the ISO 9001 Registrar The ISO 9001 Certification Audit Maintaining Certification
  29. 29. 16/4/2018 hak cipta Mbustaman IAB.KPM 29 Apakah Badan Pensijilan ISO 9000? CB 01 SIRIM QAS International Sdn.Bhd. CB 02 Moody International Certification (Malaysia) Sdn.Bhd. CB 03 CI International Certification Malaysia Sdn. Bhd. CB 04 SGS (Malaysia) Sdn. Bhd. CB 05 TUV NORD (Malaysia) Sdn. Bhd. [formerly known as RWTUV (Malaysia) Sdn. Bhd.] CB 06 Lloyd's Register of Shipping (M) Bhd. CB 07 Independent European Certification (M) Sdn. Bhd. CB 08 AJA EQS Certification (M) Sdn. Bhd. CB 09 GLOBAL GROUP Asia Pacific Sdn. Bhd. CB 10 Bureau Veritas Certification (Malaysia) Sdn. Bhd. [formerly known as BVQI (Malaysia) Sdn. Bhd.] CB 11 BM TRADA (Malaysia) Sdn.Bhd. CB 12 NQA Certification Services (M) Sdn. Bhd. CB 13 CARE Certification International (M) Sdn. Bhd. CB 14 AGM Certification Sdn. Bhd.
  30. 30. Alignment Information technology -- Service management (ITSMS) 31hak cipta Mbustaman IAB.KPM Information security management (ISMS) Business Continuity Management Systems (BCMS) Environmental management systems (EMS) 16/4/2018
  31. 31. Ciri – ciri ISO 9001:2015 • 1. Forward Looking Ciri ini terdapat dalam klausa 4, iaitu Context of the organization, klausa ini menjelaskan mengapa organisasi harus ada misi & visi. Faktor DALAMAN, Faktor LUARAN Kenalpasti Isu Isu Utama-BKU hak cipta Mbustaman IAB.KPM 3516/4/2018
  32. 32. Ciri – ciri ISO 9001:2015 • 2. Risk Based thinking organisasi harus mengurus risiko sehingga di ISO 9001:2015 tidak ada lagi klausa tentang preventive action, karena semua proses yang rekabentuk, diterapkan risiko. Minima ada tiga risiko yang harus diurus, iaitu 1. Kegagalan produk (produk dan servis). 2. Kerugian pelanggan (keselamatan dan ekonomis). 3. Kerugian organisasi . klausa 6 tentang Perancangan: risiko harus dianalisa atau dideterminasi bermula pada masa membuat perancangan lagi. hak cipta Mbustaman IAB.KPM 3616/4/2018
  33. 33. 16/4/2018 hak cipta Mbustaman IAB.KPM 37
  34. 34. hak cipta Mbustaman IAB.KPM 3816/4/2018
  35. 35. Ciri – ciri ISO 9001:2015 • 3. Compentency Based klausa 7.2 tentang kompetensi. Untuk itu perlu langkah-langkah untuk mengelolanya : 1. Melakukan identifikasi dan determinasi kompetensi yang diperlukan. 2. Memastikan bahwa individu yang mempengaruhi kepuasan pelanggan dan kualiti produk adalah kompeten. 3. Melakukan pembangunan staf (melalui latihan atau pembinaan - cth coaching, supervisi) jika terjadi gap kompetensi. 4. Bukti efektif dari kompetensi terkini (tidak cukup dan bukan hanya sijil, perlu diperagakan/bultikan). hak cipta Mbustaman IAB.KPM 3916/4/2018
  36. 36. Ciri – ciri ISO 9001:2015 • 4. Improvement driven “ berkualiti dan memuaskan pelanggan hari ini, belum tentu berkualiti dan memuaskan pelanggan hari esok” Kepuasan pelanggan dan kualti produk adalah sesuatu yang dinamis. Untuk itu, dalam ISO 9001 ada 3 komponen besar, iaitu 1. Quality management principles 2. Quality management process 3. Control system berbasis PDCA (Plan-Do-Check-Action) cycle. Ketiga-tiganya harus ditetapkan dan diterapkan. hak cipta Mbustaman IAB.KPM 4016/4/2018
  37. 37. MQA code provides a guideline of general requirements in the following areas: • Vision, mission and learning outcomes; • Curriculum design and delivery; • Student selection and support services; • Assessment of students; • Academic staff; • Educational resources; • Programme monitoring and review; • Leadership, governance and administration; and • Continual quality improvement. hak cipta Mbustaman IAB.KPM 4116/4/2018
  38. 38. © Ghani Jan 2016 - All rightsreserved 3 0 Penekanan ISO 2008 vs 2015 Key Words in ISO 9001 2008 2015 “Pelanggan” “Customer” 50 X 63 X “Kepuasan Pelanggan” “Customer Satisfaction” 8 X 27 X “Top Management” “ Leadership” 10 X 16 X “Context” 0 10 X “Interested Party (ies)” 0 14 X “Plan”, “Planned”, “Planning” 36 X 50 X “Quality Objective” “Objective” 15 X 17 X “Improve”,“Improvement” 24 X 41 X “Process”, “Processes” 78 X 114 X “Risk”, “Risk-Based Thinking” 2 X © Ghani Jan 2016 - All rightsreserved 49 X hak cipta Mbustaman IAB.KPM 4 6 16/4/2018
  39. 39. 49 Plan - Do - Check - Act P DC A Plan: Establish the objectives & processes necessary to deliver results in accordance with customer requirements & the organization's policies Do: Implement the processes Check: Monitor & Measure processes & product against policies, objectives & requirements for the product & report the results. Action: Take actions to continually improve process performance.
  40. 40. 16/4/2018 hak cipta Mbustaman IAB.KPM 50
  41. 41. 61 Do Check ActPLAN Plan 4 Context of organization 5 Leadership 6 Planning 8 Operation 9 Performance and Evaluation 10 Improvement 4.1 Understanding context 4.2 Interestedparties 4.3 Scope 4.4 QMS 5.1 Leadershipand commitment 6.1 Actions to address risks and opportunities 6.2 Quality objectives and planning 9.1 Monitoring, measurement, analysis and evaluation 10.2 Nonconformityand corrective action 10.3 Continual improvement 5.3 Organizational roles, responsibilities andauthorities 9.2 Internalaudit 9.3 Management review 8.1 Operational planningand control 5.2 Policy 6.3 Planning of changes 9.1.2 Customer satisfaction 9.1.3 Analysis and evaluation See next slide 7 Support 7.1 Resources 7.3 Awareness 7.4 Communication 7.5 Documented information 7.2 Competence 7.1.4 Environment for the operation of processes 7.1.5 Monitoringand measuring resources 7.1.2 People 7.1.3 Infrastructure 7.1.6 Organizational knowledge 10.1 General hak cipta Mbustaman IAB.KPM 5 1 16/4/2018
  42. 42. Proses/ Aktiviti Titik Mula TitikAkhir Kawalan dan tempat pemeriksaan yang munasabah untuk memantau dan mengukur prestasi PROSES TERDAHULU / SEBELUMNYA Cth: Oleh pembekal (dalaman & luaran), Oleh pelanggan, Oleh pihak-pihak yangberminat Sumber Input PRINSIP, TENAGA, MAKLUMAT. Cth: Dalam bentukbahan, sumber, keperluan. Input PRINSIP, TENAGA, MAKLUMAT. Cth: Dalam bentukproduk, perkhidmatan, keputusan. Output PROSES BERIKUTNYA Cth: Pelanggan (dalaman dan luaran), Olehpihak- pihak yang berminat Penerima Output PENDEKATAN PROSES MS ISO 9001:2015 hak cipta Mbustaman IAB.KPM 5 2 16/4/2018
  43. 43. 53 KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ KEDIAMAN URUSAN PEJABAT BENDAHARI K E P E R L U A N P E L A N G G A N & S H 1.10 PEPERIKSAAN K E P U A S A N P E L A N G G A N 1. 6 P E N G U R U S A N S U M B E R 1.5 PENGURUSAN REKOD PELAJAR 1.7 PENYEDIAAN INFRASTRUKTUR 1.8 PERANCANGAN PENGAJARAN 1.9 PELAKSANAAN PENGAJARAN KAWALAN KETIDAKAKURAN 1.11 PENILAIAN PERKHIDMATAN PENGAJARAN PEMANTAUAN PENGAJARAN DAN PEMBELAJARAN 1.12 PENILAIAN PENCAPAIAN PELAJAR MENEPATI KEPERLUAN YA 1.13 PENGIJAZAHAN PENGENALPASTIAN TAHAP PEMBELAJARAN TIDAK 1.1 PELAN STRATEGIK 1.2 PEMBENTUKA N KURIKULUM 1.3 PENAWARAN KURSUS 1.4 PENDAFTARAN KURSUS PROSES PENGURUSAN MENEPATI KEPERLUAN TIDAK YA AUDIT DALAMAN TINDAKAN PEMBETULAN DAN PENCEGAHAN SEMAKAN PENGURUSAN MAKLUMBALAS PELANGGAN Contoh Pemetaan Proses 16/4/2018 hak cipta Mbustaman IAB.KPM
  44. 44. 16/4/2018 hak cipta Mbustaman IAB.KPM 54
  45. 45. 16/4/2018 hak cipta Mbustaman IAB.KPM 55
  46. 46. 13 PRINSIP-PRINSIP KUALITI ISO 9001:2015 5 6 hak cipta Mbustaman IAB.KPM 16/4/2018
  47. 47. One of the definitions of a “ principle ” is that it is a basic belief, theory or rule that has a major influence on the way in which something is done. “ Quality management principles ” are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management. 16/4/2018 hak cipta Mbustaman IAB.KPM 57
  48. 48. 16/4/2018 hak cipta Mbustaman IAB.KPM 59
  49. 49. ISO 9001 : 2015 dibina berlandaskan 7 prinsip pengurusan kualiti iaitu: • Fokus Kepada Pelanggan – memahami dan memenuhi keperluan serta meningkatkan kepuasan pelanggan • Kepimpinan – wujudkan halatuju dan sasaran organisasi serta persekitaran positif untuk mencapai objektif • Penglibatan Manusia – menggunakan keupayaan mereka untuk penambahbaikan dan faedah organisasi • Pendekatan Proses – hasil dapat dicapai dengan lebih berkesan jika aktiviti diurus sebagai proses dan sumber diperuntukkan dengan cekap • Penambahbaikan – meningkatkan prestasi dan keupayaan organisasi serta mestilah dijadikan objektif kekal organisasi • Membuat Keputusan Berdasarkan Fakta – keputusan yang berkesan adalah berdasarkan analisis data dan maklumat • Pengurusan Perhubungan – berkongsi kepakaran, sumber, maklumat dan perancangan meningkatkan keupayaan kedua-dua pihak 16/4/2018 hak cipta Mbustaman IAB.KPM 60
  50. 50. © Ghani Jan 2016 - All rightsr eserved 23 Kesimpulan Prinsip PRINSIP 1 Customer Focus / Fokus Pelanggan  Requirement  Expectation 2 Leadership / Kepimpinan  Direction  Motivation 3 Engagement of People / Pembabitan Staf  Participant  Accountability 4 Process Approach / Pendekatan Proses  Efficiency  Effectiveness 5 Improvement / Penambahbaikan  Product  Process 6 Evidence Based Decision Making / Membuat Keputusan berasaskan Bukti  Trends  StatisticalApproach 7 Relationship Management / Pengurusan hubungan  Supplier  Ratinghak cipta Mbustaman IAB.KPM 6 1 16/4/2018
  51. 51. 0.3.3 Pemikiran Berasaskan RISIKO menjadi ASAS perubahan STD. 71hak cipta Mbustaman IAB.KPM 7 1 16/4/2018
  52. 52. 16/4/2018 hak cipta Mbustaman IAB.KPM 72
  53. 53. 16/4/2018 hak cipta Mbustaman IAB.KPM 73
  54. 54. Risk-Based Thinking MSISO 9001:2015 16/4/2018 hak cipta Mbustaman IAB.KPM 74 ISO/TC 176/SC2 Document N1222, July 2014
  55. 55. Bahagian Kedua Pemahaman Keperluan SPK MS ISO 9001:2015 dengan proses-proses kerja organisasi dan analisis jurang 16/4/2018 hak cipta Mbustaman IAB.KPM 75
  56. 56. Klausa-klausa ISO 9001:2015 Pendahuluan 1. Skop 2. Rujukan Normatif 3. Istilah dan Definisi 4. Konteks Organisasi 5. Kepimpinan 6. Perancangan 7. Sokongan 8. Operasi 9. Penilaian Prestasi 10.Penambahbaikan hak cipta Mbustaman IAB.KPM 7616/4/2018
  57. 57. Section 1- Scope • Needs to demonstrate its ability to meet customer/statutory/regulatory requirements • Aims to enhance customer satisfaction This Standard specified requirements for a quality management system where an organization All requirements are generic and intended to be applicable to all types of organizations, regardless of type, size and product (or service) provided. 62hak cipta Mbustaman IAB.KPM 7 7 16/4/2018
  58. 58. 63hak cipta Mbustaman IAB.KPM 7 8 16/4/2018
  59. 59. Section 3 – Terms & Definitions CUSTOMER Person or organisation that could or does receive a product or a service that is intended for or required by this person or organisation 79hak cipta Mbustaman IAB.KPM 16/4/2018
  60. 60. Section 3 – Terms & Definitions 3.02 – INTERESTED PARTY Person or organization (3.01) that can affect, be affected by, or perceive themselves to be affected by a decision or activity. 3.01 – person or group of people that has its own functions (3.25) with responsibilities, authorities and relationships to achieve its objectives (3.08) 80hak cipta Mbustaman IAB.KPM 16/4/2018
  61. 61. Section 3 – Terms & Definitions 3.06 - EFFECTIVENESS Extent to which planned activities are realized and planned results achieved. 81hak cipta Mbustaman IAB.KPM 16/4/2018
  62. 62. Section 3 – Terms & Definitions 3.08 – OBJECTIVE Result to be achieved. 82hak cipta Mbustaman IAB.KPM 16/4/2018
  63. 63. Section 3 – Terms & Definitions 3.09 - RISK Effect of uncertainty on an expected result. The effect can be positive or negative consequence - Risk is characterized by potential events and consequences. 83hak cipta Mbustaman IAB.KPM 16/4/2018
  64. 64. Section 3 – Terms & Definitions DOCUMENTED INFORMATION Information required to be controlled and maintained by an organization and the medium on which it is contained. 84hak cipta Mbustaman IAB.KPM 16/4/2018
  65. 65. Section 3 – Terms & Definitions Set of interrelated or interacting activities which transforms inputs into outputs PROCESS 85hak cipta Mbustaman IAB.KPM 16/4/2018
  66. 66. Section 3 – Terms & Definitions CORRECTIVE ACTION • Action to eliminate the cause of a nonconformity and to prevent recurrence. 86hak cipta Mbustaman IAB.KPM 16/4/2018
  67. 67. hak cipta Mbustaman IAB.KPM 8 7 16/4/20 18
  68. 68. Clause/Section 4 : Context Of The Organization Understand your organization and its unique context Memahami organisasi anda dan konteks yangunik Clarify the needs and expectations of interested parties Menjelaskan keperluan dan harapan pihak yang berkepentingan Define the scope of your quality management system Tentukan skop sistem pengurusan kualiti anda Develop a QMS and establish documented information Membangunkan QMS dan mewujudkan maklumat didokumenkan 88hak cipta Mbustaman IAB.KPM 16/4/2018
  69. 69. Tentukan Isu-isu Luaran & Dalaman 77 © Ghani Jan 2016 - All rightsreserved hak cipta Mbustaman IAB.KPM 8 9 16/4/2018
  70. 70. Konteks Organisasi Konteks Organisasi Dua keperluan baru telah ditambah dalam standard ISO 9001:2015 iaitu: 4.1 Memahami organisasi dan konteksnya 4.2 Memahami keperluan dan harapan pihak yang berkepentingan. 90 hak cipta Mbustaman IAB.KPM 9 0 16/4/2018
  71. 71. Klausa 4.0: Konteks Organisasi 16/4/2018 hak cipta Mbustaman IAB.KPM 91
  72. 72. 16/4/2018 Strategic Planning Model A B C D E • Environmental Scan Assess • Organisation background information • Stakeholders Analysis • Strategic issues • Mission & Vision • Values / Guiding Principles • Strategic Goals/KRA • Specific Objectives/Outcome s • Performance Measurement/KPI • Targets / Standards of Performance • Initiatives / Projects • KPI Data Dictionary Build Cascade • Communicating the plan • Performance Management • Review Progress – Balanced Scorecard • Take Corrective Actions Do Evaluate Where we are Where we want to be How we will do it How are we doing • Gaps • Allingment • Action Plans • Operational Plan (include budget planning) • Continual Improvement Readiness Collect current data OUTPUT Strategic thinking skills hak cipta Mbustaman IAB.KPM 92
  73. 73. "Konteks organisasi" 135 Konteks luaran termasuk * persekitaran budaya, sosial, politik, undang-undang, peraturan, kewangan, teknologi, ekonomi, semula jadi dan berdaya saing, sama ada antarabangsa, kebangsaan, serantau atau tempatan; hubungan dengan, dan persepsi / nilai pihak berkepentingan luar Konteks dalaman termasuk * budaya korporat; tadbir urus, struktur organisasi, peranan dan kebertanggungjawaban; dasar, objektif, dan strategi sumber (modal, masa, orang, proses, sistem teknologi); sistem maklumat, aliran maklumat dan proses membuat keputusan (kedua-dua rasmi dan tidak rasmi) hak cipta Mbustaman IAB.KPM 9 3 16/4/2018
  74. 74. 16/4/2018 Assessment Model: S W O T/SWOC Build External Assessment: Political, economic factor, competitor’s, social trends, technology, regulatory environment. (PESTEL) Internal Assessment: Organizational assets, resources, people, culture, systems, partnerships, suppliers, . . . • Easy to Understand • Apply at any organizational level • Needs to be Analytical and Specific • Be honest about your weaknesses Good Points Possible Pitfalls SWOT SWOT hak cipta Mbustaman IAB.KPM 94
  75. 75. 95 Analisis Persekitaran Luaran: Teknik Analisis PEST – Political – Legislation and Regulation – International relations, world peace – Economic – Economic cycles, recession, boom – Currency rates, interest rates, tariff/taxes/quotas – Capital, labour and commodity markets – Social – Demographics, foreigners – Tastes, fashion, perception, worldview – Environmental awareness – Technological – Process effect development – Product capability – ICT hak cipta Mbustaman IAB.KPM16/4/2018
  76. 76. Standard ini memerlukan organisasi untuk menentukan isu- isu dalaman dan luaran. (SWOT Analysis &PESTEL) Isu apa?  Isu-isu yang  relevan dengan tujuan,  hala tuju strategik dan  yang memberi kesan kepada keupayaan untuk mencapai keputusan yang diingini itu. Apa yang perlu dilakukan? Organisasi perlu memantau dan mengkaji semula maklumat mengenai isu-isu ini. 96 4.2 Memahami organisasi dan konteksnya. hak cipta Mbustaman IAB.KPM 9 6 16/4/2018
  77. 77. hak cipta Mbustaman IAB.KPM 9716/4/2018
  78. 78. Siapakah pihak yang berminat? Biasanya, ini termasuk: 98  Pemegang Saham  pemilik  pengurusan  pekerja  kesatuan sekerja  Pembekal  rakan-rakan  Pelanggan  agensi kerajaan  Media  Persatuan  mana-mana orang atau organisasi lain yang berminat dgn organisasi 9 8 hak cipta Mbustaman IAB.KPM 16/4/2018
  79. 79. keupayaan organisasi untuk menyediakan produk dan perkhidmatan yang memenuhi keperluan pelanggan dan keperluan perundangan yang berkenaan secara konsisten, juga melibatkan KESAN (EFFECT) dan KEBARANGKALIAN KESAN (POTENTIAL EFFECT) , maka organisasi hendaklah menentukan:  Pihak yang berminat yang berkaitan dengan sistem  Syarat-syarat (Keperluan – Requirement) pihak yang berminat Memantau dan mengkaji semula maklumat mengenai pihak yang berminat dan keperluan yang berkaitan mereka. 99 Memahami Keperluan dan Harapan Pihak yang berminat hak cipta Mbustaman IAB.KPM 9 9 16/4/2018
  80. 80. hak cipta Mbustaman IAB.KPM 10016/4/2018
  81. 81. hak cipta Mbustaman IAB.KPM 10116/4/2018
  82. 82. Contoh: InterestedParty Internalor External Reason forInterest Customers External Direct recipient of our [Products or Services ] Employees Internal Responsible for realization of our [Products or Services ] Endusers External Our products may be resold by our direct customers or other end users, who are directly impacted by the quality of our [Products or Services ]. Suppliers (vendors) External Provide supporting services or raw materials Regulators External Dictate controlling regulations that impact on the management system and our [Products or Services ]. Public External While a low risk, failure of our [Products or Services ] could impact on public safety. Certification Bodies External Assess conformity of [Short Client Name] to ISO 9001 and so must be kept notified of changes to the QMS. Competitors External Provide challenges to our ability to provide [Products or Services to customers. 102 1 0hak cipta Mbustaman IAB.KPM 16/4/2018
  83. 83. 4.3. Scope: What does the ISO 9001:2015 standard state? Section 4.3 of the standard details the requirements for determining the scope of the Quality Management System. In a note about the QMS, it is stated that the QMS can include the whole organization, specifically identified functions of the organization, specifically identified sections of the organization, or one or more functions across a group of organizations. To start, there are three considerations to be included when determining the scope: External and internal issues that are relevant to the purpose of the organization, the strategic direction, and the ability to achieve intended results Requirements of relevant interested parties The product and service of the organization 16/4/2018 hak cipta Mbustaman IAB.KPM 103
  84. 84. 4.3 sample scope ISO 9001:2015 XYZ Manufacturing located in London, England, producing machined components in the aerospace and automotive industry within Europe. XYZ Consultants located in offices in Europe, Asia, and North American provide Information Technology Support to companies in any industry. XYZ Computing provides software development services to companies in the automotive and heavy machinery industries within North and South America. XYZ Industries is a division of XYZ International that operates in Indonesia and provides paper products to the Asian market 16/4/2018 hak cipta Mbustaman IAB.KPM 104
  85. 85. 16/4/2018 hak cipta Mbustaman IAB.KPM 105
  86. 86. 106 Contoh Polisi Kualiti Contoh Pernyataan Dasar Kualiti 1. “KV X berazam dan beriltizam memberi perkhidmatan pendidikan teknikal dan vokasional yang berkualiti tinggi bagi memenuhi kepuasan pelanggan dan keperluan negara melalui proses PdP yang berkualiti dan amalan pengurusan yang bertaraf dunia” 2. Dasar kualiti Institut Aminuddin Baki adalah untuk menyediakan program latihan dalam bidang pengurusan dan kepimpinan pendidikan yang berkualiti bagi memenuhi keperluan pelanggan melalui pelaksanaan MS ISO 9001: 2015. 16/4/2018 hak cipta Mbustaman IAB.KPM
  87. 87. 16/4/2018 hak cipta Mbustaman IAB.KPM 107
  88. 88. 108 Objektif Kualiti Pengurusan Atasan organisasi hendaklahlah menyediakan objektif-objektif kualiti yang :  Selaras dengan Polisi Kualiti (consistent with the quality policy)  Sesuai pada peringkat/bahagian yang berkaitan (at relevant functions and level)  Bercirikan SMART  Menyatakan hasil akhir yang ingin dicapai. “Something Sought, Or Aimed For, Related To Quality” 16/4/2018 hak cipta Mbustaman IAB.KPM
  89. 89. 16/4/2018 hak cipta Mbustaman IAB.KPM 109
  90. 90. Objektif Kualiti IAB Objektif Sistem Pengurusan Kualiti adalah: (a) Melaksanakan100% program latihan yang dijadualkan dalam Perancangan Program Latihan IAB kecuali berlaku perkara-perkara yang di luar kawalan IAB. (b) Memastikan sekurang-kurangnya Sembilan Puluh Peratus (90%) peserta kursus berpuas hati dengan program latihan IAB. (c) Memastikan skor prestasi pensyarah mencapai tahap prestasi sekurangkurangnya Lapan Puluh Peratus (80%). (d) Mengeluarkan Sijil kepada peserta-peserta selepas program latihan dilaksanakan mengikut tempoh berikut: i) Sijil Kehadiran – 3 Minggu ii) Sijil Pencapaian – Semasa Majlis Penyampaian Sijil. (e) Semua aduan pelanggan dan peserta kursus akan dilayan sebagaimana yang tercatat dalam Piagam Pelanggan. 16/4/2018 hak cipta Mbustaman IAB.KPM 110
  91. 91. 4.4 16/4/2018 hak cipta Mbustaman IAB.KPM 111
  92. 92. 16/4/2018 hak cipta Mbustaman IAB.KPM 112
  93. 93. Kepimpinan (klausa 5.0) Operasi Klausa 8.0) Penambahbaikan (Klausa 10) Kawalan proses NC & Pembetulan. Penambahbaikan Sokongan (klausa 7.0) Perancangan Operasi & kawalan Input Keperluan Latihan Keperluan utk kursus Rekabentuk & Pembangunan kursus Kawalan sumber luaran Pengambilan Peserta Kursus Pengendalian Kursus Penilaian Kursus Persekitaran utk Operasi proses Infrastruktur Sumber Manusia Maklumat didokumentasi Kompetensi Kesedaran Penilaian Prestasi (klausa 9) Pemantauan, pengukuran, Analisis dan penilaian Audit Dalaman Semakan Pengurusan Klausa 4.0: Hala Tuju Organisasi Perancangan (klausa 6.0) Komunikasi Tindakan susulan Perancangan Strategik Penyelidikan & Penerbitan Konsultasi 16/4/2018 hak cipta Mbustaman IAB.KPM 113
  94. 94. 114 KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ KEDIAMAN URUSAN PEJABAT BENDAHARI K E P E R L U A N P E L A N G G A N 1.10 PEPERIKSAAN K E P U A S A N P E L A N G G A N 1. 6 P E N G U R U S A N S U M B E R 1.5 PENGURUSAN REKOD PELAJAR 1.7 PENYEDIAAN INFRASTRUKTUR 1.8 PERANCANGAN PENGAJARAN 1.9 PELAKSANAAN PENGAJARAN KAWALAN KETIDAKAKURAN 1.11 PENILAIAN PERKHIDMATAN PENGAJARAN PEMANTAUAN PENGAJARAN DAN PEMBELAJARAN 1.12 PENILAIAN PENCAPAIAN PELAJAR MENEPATI KEPERLUAN YA 1.13 PENGIJAZAHAN PENGENALPASTIAN TAHAP PEMBELAJARAN PROSES SOKONGAN TIDAK 1.1 PELAN STRATEGIK 1.2 PEMBENTUKA N KURIKULUM 1.3 PENAWARAN KURSUS 1.4 PENDAFTARAN KURSUS PROSES PENGURUSAN PROSES TERAS MENEPATI KEPERLUAN TIDAK YA AUDIT DALAMAN TINDAKAN PEMBETULAN DAN PENCEGAHAN SEMAKAN PENGURUSAN MAKLUMBALAS PELANGGAN Pemetaan Proses 16/4/2018 hak cipta Mbustaman IAB.KPM
  95. 95. 16/4/2018 hak cipta Mbustaman IAB.KPM 115 Questions to ask:  What are the inputs to the process?  Where do the inputs come from?  What are the outputs to the process?  Where do the outputs go to?  Is there an effective inter-relationship between processes?  Who plans the process?  Who conducts the process?  Are responsibilities and authorities defined?  Who monitors and measures the process?  What resources are required for the process? - Materials, people, information, environment, infrastructure, etc.
  96. 96. 16/4/2018 hak cipta Mbustaman IAB.KPM 116  What documented information is required for the operation and control over the process?  What competences & training are required?  What awareness and knowledge is required?  What methods are used to control and run the process?  What are the risks and opportunities for the process?  What happens when the process goes wrong or does not yield the correct output or result?  How can the process be improved?  Is the process part of the management review process?  Is the process subject to internal audit?
  97. 97. Clause/Section 5 : LEADERSHIP focusing on quality and customers Pelanggan, kehendak berkanun dan peraturan yg berkenaan establishing a suitable quality policy mewujudkan dan menyampaikan dasar kualiti yang sesuai utktujuan dan konteksorganisasi defining roles and responsibilities menentukan peranan dan tanggungjawab 117hak cipta Mbustaman IAB.KPM 16/4/2018
  98. 98. "Tanggungjawab Pengurusan" kini digantikan dengan "Kepimpinan" 151 Akauntabiliti Polisi & ObjektifQ Integrasi PromosiPA &RBT Sumber Komunikasi Pastikan SPK berkesan Pembabitan, Arahan dan Sokongan Penambahbaikan Sokongan Kepemimpinan 1 1hak cipta Mbustaman IAB.KPM 16/4/2018
  99. 99. Top management must: • have accountability for the effectiveness of their organisation’s quality management system; • ensure that their organisation’s quality policy and quality objectives are consistent with the organisation’s overall strategic direction and the context in which the organisation is operating; • work alongside their people in the organisation in order to ensure that the quality objectives are achieved; • ensure that the quality policy is communicated, understood and applied across the organisation; • make sure that the quality management system is achieving the results that are intended; • lead people to contribute to the effective operation of the system; • drive continual improvement and innovation and develop leadership in their managers 16/4/2018 hak cipta Mbustaman IAB.KPM 119
  100. 100. The top management is required to ensure that: • the requirements set out in ISO 9001:2015 are met; • QMS processes are delivering their intended outcomes; • reporting on the operation of the QMS and identifying any opportunities for improvement is taking place; • a customer focus is promoted throughout the organisation; • whenever changes to the QMS are planned and implemented, the integrity of the system is maintained. 16/4/2018 hak cipta Mbustaman IAB.KPM 120
  101. 101. Clause/Section 6 : PLANNING Define actions to manage risks and address opportunities Perancangan Menentukan tindakan untuk menangani risiko dan peluang Set quality objectives and develop plans to achieve them Menetapkan objektif kualiti dan membangunkan rancangan untuk mencapainya Control changes to your quality management system Kawalan Perubahan untuk sistem pengurusan kualitianda Perancangan manusia itu USAHA, Perancangan ALLAH itu TAKDIR!! 121hak cipta Mbustaman IAB.KPM 16/4/2018
  102. 102. 1 “risk-based thinking” 2 3 “saya berubah, kita mengubah” “WE positively CHANGE” 86 hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  103. 103. 16/4/2018 hak cipta Mbustaman IAB.KPM 123
  104. 104. KJADUAL KEMUNGKINAN Penilaian Kemungkinan Penerangan 5 Sangat Kerap Selalu berlaku (81% - 100%) 4 Kerap Berlaku berulang kali (56% - 80%) 3 Sederhana Kerap Kadang-kadang berlaku (45% - 55%) 2 Tak Kerap Jarang berlaku (1% - 44%) 1 Tidak Mungkin Berlaku Tidak mungkin berlaku ( < 1% ) hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  105. 105. JADUAL AKIBAT / KESAN Penilaian Keparahan Penerangan 5 Ketakakuran Besar Kegagalan Sistem 4 Ketakakuran Sederhana Mendapat teguran audit yang boleh menyebabkan kegagalan sistem pada masa hadapan dan memerlukan tindakan pembetulan tanpa berlengah-lengah 3 Ketakakuran Kecil Mendapat teguran audit yang memerlukan tindakan pembetulan 2 Perlu Penambahbaikan Pernah mendapat teguran audit 1 Penambahbaikan Inisiatif sendiri untuk penambahbaikan berdasarkan penanda aras hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  106. 106. hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  107. 107. Jadual Tindakan ARAS RISIKO SKALA TINDAKAN DAN SKALA MASA TINGGI 15-25 Memerlukan tindakan pembetulan tanpa berlengah- lengah SEDERHANA 4-12 Memerlukan tindakan pembetulan RENDAH 1-3 Inisiatif sendiri berdasarkan penanda aras hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  108. 108. Contoh….. Risiko Kemungkinan Keparahan PenilaianRisiko ArasRisiko Mitigasi Pelajar tidak mendapat tempat latihan industri 2 4 8 Sederhana Pelajar ditempatkan di r akan industri, pusat penyelidikan dan pusat pengajian. Tindakan direkod dalam Borang Taksiran Risiko dalam tempoh 2 minggu. Majikan tidak memberi latihan yang sewajarnya 2 4 8 Sederhana Perbincangan bersama majikan, penempatan semula pelajar atau penangguhan latihan. Tindakan direkod dalam Borang Taksiran Risiko dalam tempoh 2 minggu. Pelajar tidak mencapai tahap keperluan latihan 1 5 5 Sederhana Perbincangan bersama pelajar, penempatan semula pelajar atau penangguhan latihan. Tindakan direkod dalam Borang Taksiran Risiko dalam tempoh 2 minggu. Proses penilaian tidak dapat dilaksanakan kerana kekangan kewangan dan lokasi 1 3 3 Rendah Penilaian dilaksanakan atas talian/panggilan telefon, pembentangan laporan latihan. Tindakan direkod dalam Borang Taksiran Risiko dalam tempoh 2 minggu. 145 hak cipta Mbustaman IAB.KPM 1 2 16/4/2018
  109. 109. 6.2: Apabila merancang bagaimana untuk mencapai Objektif Kualiti, hendaklah menentukan: Sumber apa yang diperlukan Siapa yg bertanggungjawab Bila ia akan disiapkan Apa yang akan dilakukan what will be done 129 what resources will be required who will be responsiblewhen it will be completed Bagaimana keputusan akan diniilai how the results will be evaluated hak cipta Mbustaman IAB.KPM 16/4/2018
  110. 110. 16/4/2018 Strategic Planning Model A B C D E • Environmental Scan Assess • Organisation background information • Stakeholders Analysis • Strategic issues • Mission & Vision • Values / Guiding Principles • Strategic Goals/KRA • Specific Objectives/Outcome s • Performance Measurement/KPI • Targets / Standards of Performance • Initiatives / Projects • KPI Data Dictionary Build Cascade • Communicating the plan • Performance Management • Review Progress – Balanced Scorecard • Take Corrective Actions Do Evaluate Where we are Where we want to be How we will do it How are we doing • Gaps • Allingment • Action Plans • Operational Plan (include budget planning) • Continual Improvement Readiness Collect current data OUTPUT Strategic thinking skills hak cipta Mbustaman IAB.KPM 130
  111. 111. Action Plan Framework What will be done Who will be resposible What resources will be required When it will be completed How the results will be evaluated (KPI) Expected results (Output/out comes)
  112. 112. 6.3: Perancangan Perubahan Apabila menentukan keperluan untuk perubahan kepada SPK, perubahan tersebut hendaklah dijalankan dengan cara dirancang dgn mengambil kira: Perubahan Tujuan dan potensi kesan IntergritiSPK Ketersediaan sumber Peruntukan semula T/Jwb & Kuasa 132 the purpose of the changes and their potential consequences the integrity of the qms the availability of resources the allocation or reallocation of responsibilities and authorities hak cipta Mbustaman IAB.KPM 16/4/2018
  113. 113. © Ghani Jan 2016 - All rightsreserved 89 hak cipta Mbustaman IAB.KPM 1 3 16/4/2018
  114. 114. Clause/Section 7 : SUPPORT Support your QMS by / Menyokong QMS anda dengan : providing the necessary resources menyediakan sumber yang diperlukan (eg. Staf, Infra, Environment (5S), Kalibrasi. ensuring that people are competent memastikan bahawa staff adalah kompeten Awareness Mengetahui Dasar, Objektif, Sumbangan mrk, Implikasi jika TIDAK patuh SPK managing your communications menguruskan komunikasi anda, perkara apa, bila, dgn siapa, Bgaimana, Siapa 90hak cipta Mbustaman IAB.KPM 1 3 16/4/2018
  115. 115. 1 2 3 4 5 91 hak cipta Mbustaman IAB.KPM 1 3 16/4/2018
  116. 116. 16/4/2018 hak cipta Mbustaman IAB.KPM 136
  117. 117. 115 Apakah Dokumen Wajib @ Mandatory yang diperlukan oleh versi 2015?? © Ghani Jan 2016 - All rightsreservedhak cipta Mbustaman IAB.KPM 1 3 16/4/2018
  118. 118. Versi standard 2008 mempunyai dua terma berasingan: "dokumen" dan "rekod". Dalam Versi 2015 pula ia telah digabungkan bersama-sama dan dipanggil "maklumat didokumenkan". 150 Kawalan Dokumen & Rekod - Fleksibel 4 MAINTAIN KEKALKAN Dokumen RETAIN SIMPAN Rekod 1 3hak cipta Mbustaman IAB.KPM 16/4/2018
  119. 119. Dokumen wajib Dokumen/Prosedur Wajib Klausa Menentukan Skop Sistem Pengurusan Kualiti (SPK) # terdapat di dalam Manual Pengurusan SPK 4.3 Polisi/Dasar Kualiti 5.2 Objektif Kualiti dan Perancangan untuk Mencapainya 6.2 Kawalan terhadap proses luaran yang dibekalkan, produk dan perkhidmatan 8.4 NEW NEW 139 1 3hak cipta Mbustaman IAB.KPM 16/4/2018
  120. 120. D NEW NEW NEW NEW NEW NEW 140 okumen bukan mandatori Dokumen/Prosedur Tidak Wajib Klausa Memahami organisasi dan konteksnya Memahami keperluan dan jangkaan pihak yang berkepentingan 4.1, 4.2 Prosedur untuk menangani risiko dan peluang 6.1 Prosedur Latihan, Kecekapan dan Kesedaran Changed!? 7.2,73 Prosedur Maklumat yang didokumenkan 7.5 Prosedur Reka Bentuk dan Pembangunan Produk dan Perkhidmatan 8.3 Prosedur Pemantauan & Pengukuran Kepuasan Pelanggan 9.1.2 Prosedur Audit Dalaman Changed!? 9.2 Prosedur Kajian Pengurusan Changed!? 9.3 Prosedur Ketidakpatuhan dan Tindakan Pembetulan Changed!? 10.2 1 4hak cipta Mbustaman IAB.KPM 16/4/2018
  121. 121. 118 © Ghani Jan 2016 - All rightsreserved Menyimpan Maklumat yang didokumenkan 4.3 Scope of the QMS 8.4 Control of externally provided products and services 4.4 QMS and its Processes 8.5.1 Production and Service provision 5.2 QMS Policy 8.5.2 Identification and traceability 6.2 QMS Objectives 8.5.6 Control of Changes 7.1.5 Monitoring & measuring resources 8.7 Control of non conforming processes 7.2 Evidence of Competence 9.1 Control of monitoring, measurement, analysis and evaluation 7.5 Documented Information determined by the organization as being necessary for the effectiveness of the QMS 9.2 Evidence of the audit programme(s) and the auditresults 8.1 Operational Planning andControl 9.3 Evidence of the results of Management Reviews 8.2 Determination of Requirements for Products and Services 10.1 Evidence of the nature of the nonconformities and any subsequent actions taken 8.3.5 Design & Development 10.3 Evidence of continual improvementhak cipta Mbustaman IAB.KPM 1 4 16/4/2018
  122. 122. 142 PROSEDUR KUALITI • Kawalan DokumenPK 01 PK 02 • Audit DalamPK 03 • Kajian Semula PengurusanPK 04 • Tindakan Pembetulan, Pencegahan dan Penambahbaikan PK 05 • Kawalan Perkhidmatan Yang Tidak AkurPK 06 16/4/2018 hak cipta Mbustaman IAB.KPM
  123. 123. 143 PROSEDUR KUALITI • Aduan dan Maklum Balas PelangganPK 07 • Pelaksanaan P & PPK 08 • Pengurusan PanitiaPK 09 • Penyediaan Jadual WaktuPK 10 • Pengurusan PeperiksaanPK 11 • Pencerapan P&PPK 12 16/4/2018 hak cipta Mbustaman IAB.KPM
  124. 124. 144 PROSEDUR KUALITI • Pembangunan StafPK 13 • Perolehan, Pembayaran dan Pengurusan StokPK 14 • Pengurusan MesyuaratPK 15 • Semakan Hasil Kerja MuridPK 16 • PenyenggaraanPK 17 • Pengurusan Pusat Sumber Sekolah (PSS)PK 18 16/4/2018 hak cipta Mbustaman IAB.KPM
  125. 125. Clause/Section 8 : OPERATION / OPERASI Develop, implement, and control operational processes Determine and document product and service requirements Establish a process to design and develop products and services Monitor and control external processes, products, and services Manage and control production and service provision activities Implement arrangements to control product and service release Control nonconforming outputs and document actions taken 2 3 4 5 61 7 145hak cipta Mbustaman IAB.KPM 16/4/2018
  126. 126. Pematuhan Keyakinan Clause/Section 8 : OPERATION / OPERASI 1 Menentukan Keperluan pelangan Mewujudkan Kriteria Menentukan Sumber Melaksanakan Kawalan Menentukan & Memastikan Maklumat yg didokumenkan Perancangan Operasi dan Kawalan Proses Peneri maan 146hak cipta Mbustaman IAB.KPM 16/4/2018
  127. 127. 94 Clause/Section 8 : OPERATION / OPERASI 2 Komunikasi dengan Pelanggan Menentukan keperluan yang berkaitan Semakan Keperluan berkaitan Perubahan kepada Keperluan Keperluan untuk Produk & Perkhidmatan Perund angan Peratur an • Maklumat yg berkaitan • Pertanyaan, kontrak, pesanan, termasuk perubahan • Maklumbalas, termasuk aduan • Kawal harta pelanggan • Luar jangka • Keperluan yg ditetapkan oleh Pelanggan, penghantaran dan aktiviti slps penghantaran • Keperluan yg TIDAK dinyatakan • Keperluan Organisasi • Perundangan & Peraturan 1 4hak cipta Mbustaman IAB.KPM 16/4/2018
  128. 128. Clause/Section 8 : OPERATION / OPERASI 3 Rekabentuk dan Pembangunan Produk & Perkhidmatan Umum , wujud, laksana, simpan proses rekabentuk & pembangunan Perancangan Rekabentuk & Pembangunan Input Rekabentuk & Pembangunan Kawalan Rekabentuk & Pembangunan Output Rekabentuk & Pembangunan Perubahan Rekabentuk & Pembangunan 4 148hak cipta Mbustaman IAB.KPM 1 2 3 5 6 16/4/2018
  129. 129. Clause/Section 8 : OPERATION / OPERASI KAWALAN terhadap proses luaran yang dibekalkan Produk & Perkhidmatan Umum , mematuhi keperluan, menentukan kawalan Jenis dan Tahap Kawalan, Keberkesanan, Pengesahan Maklumat untuk Pembekal Luar 1 149hak cipta Mbustaman IAB.KPM 2 3 4 16/4/2018
  130. 130. Clause/Section 8 : OPERATION / OPERASI 5 Pengeluaran dan Penyedian Kawalan Pengeluaran dan Penyediaan Perkhidmatan Identifikasi dan kemudahkesanan Harta Milik Pelanggan atau Pembekal Luar Pemeliharaan / Preservation Aktiviti Selepas Penghantaran Kawalan Perubahan Pelepasan Produk & Perkhidmatan 1 150hak cipta Mbustaman IAB.KPM 2 3 4 Perkhidmatan 5 6 716/4/2018
  131. 131. 151 KEMUDAHAN INFRASTRUKTUR DAN FIZIKAL PERPUSTAKAAN PENGURUSAN SUMBER MANUSIAKOLEJ KEDIAMAN URUSAN PEJABAT BENDAHARI K E P E R L U A N P E L A N G G A N 1.10 PEPERIKSAAN K E P U A S A N P E L A N G G A N 1. 6 P E N G U R U S A N S U M B E R 1.5 PENGURUSAN REKOD PELAJAR 1.7 PENYEDIAAN INFRASTRUKTUR 1.8 PERANCANGAN PENGAJARAN 1.9 PELAKSANAAN PENGAJARAN KAWALAN KETIDAKAKURAN 1.11 PENILAIAN PERKHIDMATAN PENGAJARAN PEMANTAUAN PENGAJARAN DAN PEMBELAJARAN 1.12 PENILAIAN PENCAPAIAN PELAJAR MENEPATI KEPERLUAN YA 1.13 PENGIJAZAHAN PENGENALPASTIAN TAHAP PEMBELAJARAN PROSES SOKONGAN TIDAK 1.1 PELAN STRATEGIK 1.2 PEMBENTUKA N KURIKULUM 1.3 PENAWARAN KURSUS 1.4 PENDAFTARAN KURSUS PROSES PENGURUSAN PROSES TERAS MENEPATI KEPERLUAN TIDAK YA AUDIT DALAMAN TINDAKAN PEMBETULAN DAN PENCEGAHAN SEMAKAN PENGURUSAN MAKLUMBALAS PELANGGAN Pemetaan Proses 16/4/2018 hak cipta Mbustaman IAB.KPM
  132. 132. Kawalan proses, produk dan perkhidmatan dari pembekal luar Kriteria Pemilihan Kriteria Penilaian Pemilihan Pemantauan Prestasi Penilaian Semula Verifikasi 152 1 5hak cipta Mbustaman IAB.KPM 16/4/2018
  133. 133. 153 Pengurusan Pengetahuan a) melindungi organisasi daripada kerugian, kehilangan pengetahuan, contohnya • Melalui staff turnover; • Kegagalan untuk merakam dan berkongsi maklumat; b) menggalakkan organisasi untuk memperoleh pengetahuan, contohnya • Belajar dari pengalaman; • Mentor; • Penandaarasan. © Ghani Jan 2016 - All rightsreserved Dalam 7.1.6, Keperluan untuk menentukan dan menguruskan pengetahuan yang disenggarakan oleh organisasi, untuk memastikan operasi proses dan bahawa ia boleh mencapai pematuhan produk dan perkhidmatan. Keperluan mengenai pengetahuan organisasi telah diperkenalkan untuk tujuan: hak cipta Mbustaman IAB.KPM 1 5 16/4/2018
  134. 134. 98 • 8.7 - Control of Nonconforming outputs, products and services • Correction / Pembetulan • Segregation, Containment, Return or Suspension ( Pengasingan, Pembendungan, pemulangan atau pengantungan penyediaan produk & perkhidmatan) • Informing the Customer / Pemakluman kepada Pelanggan • Obtaining Authorization For Release / Mendapat kebenaran untuk penerimaan di bawah komsesi. Kawalan Ketidakpatuhan Keluaran, Produk & Perkhidmatan 1 5hak cipta Mbustaman IAB.KPM 16/4/2018
  135. 135. Clause/Section 9 : EVALUATION Monitor, measure, analyze, and evaluate QMS performance Use internal audits to examine conformance and performance Carry out management reviews and document your results 99hak cipta Mbustaman IAB.KPM 1 5 16/4/2018
  136. 136. Clause 9 – Performance Evaluation 1 0 0 9.1.3 – Analysis and Evaluation Demonstrate Conform© Gihtayni ,JanE20n16h- Aall rnighcts reeserCvedustomer Satisfaction… 9.1.2 – Customer Satisfaction Monitor Customer Perception What, Methods, When and How 9 – Performance Evaluation 9.1.1- General 1 5hak cipta Mbustaman IAB.KPM 16/4/2018
  137. 137. 9.2.1 - PlannedAudits 1- Organization’s Requirements 2- Requirements of ISO9001 9.2 – Internal Audits 10 1 hak cipta Mbustaman IAB.KPM 1 5 16/4/2018
  138. 138. 9.2 – Internal Audits a.Plan, Establish, Maintain with defined Frequency, method, responsibilities, reporting b. Define the criteria and scope c.Use of Independent Auditors d.Reporting of Results to Management e- Taking Actions Without Undue Delay f- Maintain and Retain Documented Information 10 2 hak cipta Mbustaman IAB.KPM 1 5 16/4/2018
  139. 139. Clause 9.3 – Management Review 9.3 Management Review 9.3.1- Inputs 9.3.2- Outputs 103hak cipta Mbustaman IAB.KPM 1 5 16/4/2018
  140. 140. Clause 9.3 – Management Review Reviews at Planned Intervals Ensue its continuing suitability, adequacy and effectiveness a) Status of actions from previous reviews b) Changes / Strategic Direction ManagementReview Inputs 10 4 hak cipta Mbustaman IAB.KPM 1 6 16/4/2018
  141. 141. Clause 9.3 – Management Review c) Information on Quality Performance • Nonconformities and CARs • Monitoring and Measurement Results • Audit Results • Customer Satisfaction • Issues with Relevant Parties /External Providers • Adequacy of resources • Process Performance • Conformity of Products Management Review Inputs 10 5 hak cipta Mbustaman IAB.KPM 1 6 16/4/2018
  142. 142. Clause 9.3 – Management Review a)Continual Improvement Opportunities b)Any change needed for QMS, including resources Retain document information as evidence of results of management review. Management Review Outputs 106hak cipta Mbustaman IAB.KPM 1 6 16/4/2018
  143. 143. Clause/Section 10 : IMPROVEMENT Determine improvement opportunities and make improvements Control nonconformities and take appropriate corrective action Enhance the suitability, adequacy, and effectiveness of your QMS Ketakakuran & Tindakan Pembetulan 163 Penambahbaikan Berkala Kenalpasti Kaedah hak cipta Mbustaman IAB.KPM 16/4/2018
  144. 144. 10: PENAMBAHBAIKAN Hendaklah mengenalpasti kaedah untuk melakukan penambahbaikan ke arah peningkatan kepuasan pelanggan Penambahbaikan proses ke arah mencegah ketakakuran dengan melakukan proses inovatif & kreatif (KIK) Penambahbaikan produk & perkhidmatan ke arah menepati keperluan yang telah diketahui dan dijangka seperti melakukan tindakan pembetulan yang efektif Penambahbaikan hasil pelaksanaan Sistem Pengurusan Kualiti (SPK) 164hak cipta Mbustaman IAB.KPM 16/4/2018
  145. 145. Penambahbaikan (samb…) Mengambil tindakan untuk mengawal dan memperbetulkannya Menangani akibatnya 165hak cipta Mbustaman IAB.KPM 16/4/2018
  146. 146. Penambahbaikan (samb…) Kenalpasti Ketakakuran Tindakan Pembetulan PUNCA Analisa 166 Selesai dan Keberkesanan Keputusan PelanTindakan Menilai tindakan yang perlu untuk menghindar punca ketakakuran hak cipta Mbustaman IAB.KPM 16/4/2018
  147. 147. 167hak cipta Mbustaman IAB.KPM 16/4/2018
  148. 148. O ra n g I sl a m a d a l a h o r a n g y a n g h a r i i n i l e b i h b a i k d a r i p a d a k e m a r i n d a n h a r i e s o k nya l e b i h baik d ar i h ar i ini. 168hak cipta Mbustaman IAB.KPM 16/4/2018
  149. 149. PENAMBAHBAIKAN 169 CONTOH: - Bengkel ISO bagi staf baru Perpustakaan - Kajian Proses Kerja Semasa Bersama Staf - Kajian Kepuasan Pengguna (CSI) - Kumpulan Inovatif & Kreatif (ICC) @ KIK - Kajian Kepuasan Staf (ESI) - Standard People Practice (SPP) - Program 5S - Kaizen hak cipta Mbustaman IAB.KPM 16/4/2018
  150. 150. Kata-kata Imam Syafie • Bila kamu tidak tahan penatnya belajar, maka kamu akan menanggung perihnya kebodohan • Ilmu itu bukan yang dihafal tetapi yang memberi manfaat 16/4/2018 hak cipta Mbustaman IAB.KPM 170
  151. 151. 171 TERIMA KASIH Untuk bantuan lanjut: Muhd Bustaman Abdul Manaf Institut Aminuddin Baki (CGH Kementerian Pendidikan Malaysia. Email: mbustaman@iab.edu.my Tel: 019-9890524 hak cipta Mbustaman IAB.KPM16/4/2018
  152. 152. 172 SEKIAN, TERIMA KASIH hak cipta Mbustaman IAB.KPM16/4/2018
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Panduan asas bagi implementasi SPK MS ISO 9001:2015 Guidelines how to implement quality management system ISO 9001:2015. An introduction to ISO 9001:2015

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