PAD253 QUIZ 3 PDF

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SSWAR/PAD253/QUIZ/NOVUNIVERSITI TEKNOLOGI MARAQUIZPRINCIPLES OF PUBLIC SECTOR QUALITY MANAGEMENT (PAD253)Total marks: 45%ANSWER ALL QUESTIONSQuestion 1 Define Total Quality Management.Total Quality Management is a continuous process that involves the whole organization. It is customer driven. It is ...

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SSWAR/PAD253/QUIZ/NOV2020

UNIVERSITI TEKNOLOGI MARA QUIZ PRINCIPLES OF PUBLIC SECTOR QUALITY MANAGEMENT (PAD253) Total marks: 45%

ANSWER ALL QUESTIONS Question 1 Define Total Quality Management.

Total Quality Management is a continuous process that involves the whole organization. It is customer driven. It is a process of culture transformation through which the existing elements of the culture are modified, replaced or strengthened with better elements which encompass values and attitudes, systems and procedures, operational practices, organization structure and so forth.

(5 marks)

Question 2 Explain any TWO (2) key elements of the Total Quality Management. Two key elements of Total Quality Management are first, objective. In order to implement total quality management successfully, an organization must concentrate on the satisfaction of customers. Organization should set up and acknowledge what are their objectives to kPlus, an organization should make sure to produce the output right for the first time by making sure there is zero defect and error free of their products. Second, strategy. To achieve this element, an organization should do continuous improvement. It helps the organization to receive effective and efficient solutions to the problems. Teams also provide a permanent improvement in process and operation. Top management shall demonstrate leadership and

commitment with respect to the quality management system by taking accountability for effectiveness. (10 marks)

Question 3

Explain any THREE (3) principles of Total Quality Management in the public sector. Three principles of Total Quality Management are first, customer focus. Customers determine the quality of our product. If our product fulfils a need and lasts as long or longer than expected, customers know that they have spent their money on a quality product. When we understand what our customer wants or needs, we have a better chance of figuring out how to get the right materials, people, and processes in place to meet and exceed their expectations. Customer satisfaction is essential to build trust and good feedback from customers can attract new potential buyer. Next is teamwork. Employees need to understand the vision and goals that have been communicated. They must be sufficiently trained and given the proper resources to complete tasks in order to be committed to reaching goals on time. This can be achieved by encouraging people to continually seek opportunities to learn and move into other roles to increase their knowledge, competence, and experience. Create an environment where employees can openly discuss problems and suggest ways to solve them. Last, top management support. Organizations should have good and effective leaders who provide unity of action and direction to all those working in the organization. The leaders should strive organizational efforts towards achievement of overall goals.

(15 marks)

END OF QUESTION...