Tinjauan Persepsi Staf Dan Pelajar Terhadap Amalan Pelaksanaan Sistem ISO 9002 Di POLIMAS

• Main Author: Omar, Ali
• Format: Thesis
• Language: English; English
• Published: 2002
• Subjects: TS155-194 Production management. Operations management
• Online Access: http://etd.uum.edu.my/733/1/OMAR_B._ALI.pdf; http://etd.uum.edu.my/733/2/1.OMAR_B._ALI.pdf; http://etd.uum.edu.my/733/

This study is an investigation into the staff and customer's (students) perception in implementing excellent applications of quality principles based on ISO 9000. Its specific objective focuses on the following evident: (a) the existence of excellent applications of quality principles based on ISO 9000, (b) the difference in perception among Commerce and Engineering staff on excellent applicatiors, (c) the existence of customers satisfaction towards teaching and learning practices, (d) the difference in perception among Commerce and Engineering customers toward teaching and learning practices and (e) the relationship between customer satisfaction and the excellent application based on ISO 9000 quality principles. Data from variables of leadership commitment on quality, customer-oriented quality, staff participation, recognition, training and development, continual improvement, teaching quality, performance-evaluation quality and counseling quality had been compiled using questionnaires from 92 pairs of respondents (qualified lecturers and final-year student) who had been chosen by simple random procedure. Six specific hypotheses were designed for justifications. Statistical instruments like descriptive, t-test and ANOVA, Pearson Correlation test and multiple regression analysis were used. The outcome of the study reveal: descriptively, the excellent application of the quality principles based on ISO 9000 reached an almost high level, indicating the mean to be between 2.80 - 3.42, while customers satisfaction toward teaching and learning practices showed at the satisfactory level in which the mean was between 4.09 - 4.28. Both the t and ANOVA tests depicted a difference in the perception of Commerce and Engneering lecturers on the implementation of excellent operations in POLIMAS. Similarly, there was a difference in customers satisfaction between Commerce and Engineering Department towards teaching and learning practices. Both differences were proven statistically due to gender factors. Findings through correlation and regression tests, showed significant relationships among the four variables; leadership commitment towards quality, customers-oriented quality, staff participation and recognition with teachlng quality, performance-evaluation quality and counseling quality. However the result indicated a relatively low level (1 1.9%).