(4) The implementation of ISO 9000 in government agencies
Every government agency through either the consultancy services of MAMPU or other independent private consultants, is required to endorse the Total Quality Management concept and acquire ISO 9000 certification by the year 2000.
ISO 9000 Standard
ISO 9000 is a code of standards describing and defining the basic components (encompassing organizational structure, processes, resources, etc.) of a quality control system for organizations.
Organizations which satisfy the requirements of ISO 9000 may acquire an ISO 9000 certification, which serves as a quality assurance of its products / services to its customers. This standard has gained wide acceptance from manufacturing and service industries in 90 different countries, particularly those in the SE Asia. ( In Malaysia, 940 private enterprises are currently ISO 9000 certified.) Since the formation of the European Union, the ISO 9000 has gained rapid recognition across Europe. This standard is now commonly used as a pre-condition to the European Union and international markets.
ISO 9000 Standards specify 20 elements required for a quality management system. Selected elements are outlined below.
・Management responsibility
Top management is required to direct and guide the organization by formulating a set of quality policies and objectives, which must be clearly documented and well understood by everyone within the organization.
・Document and data control
This component requires the organization to establish procedures for controlling documents and data that are involved in the quality control system. It covers the method of preparing, checking, approving, etc. the documents. Documents that are no longer of use should not be retained.
・Training
This element requires the establishment and documentation of procedures for identifying training needs of all personnel who carry out activities that affect quality.
・After care service
This requires the documentation of procedures and actions taken as a supplier after the delivery of the product or services.
・Statistical techniques
To ensure that a scientific approach is utilized in quality management, the standard requires that quantitative techniques such as process capability studies, design of experiments, statistical techniques (Pareto graph, check-sheet, etc.) be applied.
