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CHAPTER 9 : QUALITY ISSUES IN THE ORGANISATION - Coggle Diagram
CHAPTER 9 : QUALITY ISSUES IN THE ORGANISATION
Trends of Future Quality Management
Increasing global competition (better competition from other organisations
Increasing customer satisfaction (refer to the current customers' wants and needs)
Opposing economic pressures (achieving higher quality with lower prices
New approaches to management (make fundamental changes in how the organisation is operating
Key Issues / Challenges of Quality Management in Malaysian Organisation
Global responsibility
Consumer awareness
Globalisation
Increasing rate of change
Workforce of the future
Aging population
21st century quality
Innovation
Quality Management Issues in Malaysian Public Sector
Weaknesses in the delivery system
Due to several factors - "red tape" and approach to problem-solving
E.g. : Late processes of forms
Ethics in administration
Relates to the conduct and integrity of the civil servants
e.g. : white-collar crime, bribery, unpleasant manners of the front-liners
Neutrality in public administration
Lack of neutrality among the public administrators - will affect on the quality service
They need to uphold and sincerely implement the government's policies
Common Errors in Quality Management
Senior management delegation and poor leadership
Team mania
Weak deployment process
Taking narrow dogmatic approach
Confuse on the difference between education, awareness, inspiration and skill building
Conclusion of Quality Management in Malaysian Organisation
As long as competition exists, there will be a need for quality management
The concept of quality management is being adopted globally, and as a result, will continue to be applied and refined through this century