FAKULTI SAINS PENTADBIRAN DAN PENGAJIAN POLISI

UNIVERSITI TEKNOLOGI MARA SABAH

SCHEME OF WORK

JANUARY – MAY 2011

COURSE NAME : INTRODUCTION TO PUBLIC SECTOR QUALITY
MANAGEMENT
COURSE CODE : PAD 252
CREDIT HOURS : 4
LECTURER/TUTOR : TONY PARIDI BAGANG

WEEK TOPIC HOURS

1–2 Concept of Quality 4

(3/1 – 7/1) 1.1 Definition of Quality

(10/1 – 14/1) 1.2 Definition of Quality Assurance (QA)
1.3 Definition of Quality Control (QC)
1.4 Definition of Total Quality (TQ)
1.5 The Islamic Perspective of Quality
1.6 TQ Views of Quality Vs Traditional Views of
Quality
1.7 The Key Elements of Total Quality
1.8 The Historical Development of Total Quality in
the Public Sector (Service)

3–4 2.0 The Quality Experts 4

(17/1 – 21/1) 2.1 W. Edwards Deming (1900 -1993)

(24/1 – 28/1) 2.2 Joseph M. Juran (1904 - 2008)
2.3 Philip B. Crosby (1926 - 2001)
2.4 Armand V. Feigenbaum
2.5 Kaoru Ishikawa (1915 - 1989)
2.6 Genichi Taguchi
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 WEEK TOPIC HOURS

2.7 Service quality experts :

Christian Gronroos
A. Parasuraman
Valarie A. Zeithaml
Leornard L. Berry

4-5 MID- SEMESTER BREAK

(29 JAN – 6 FEB 2011)

6 3.0 Total Quality Management (TQM) in the Public 4

Sector
(7/2 – 12/2)
3.1
Definition of TQM (concept and characteristics).
3.2
7 Principles of TQM in the Public Sector.
3.3
Requirements for Implementing TQM in the
Public Sector.
Commitment by Top Management.
b. Commitment by Middle Management.
c. Establishment of Organization Steering
Committee.
d. Adequate Resources.
e. Planning and Publicizing.
f. Infrastructure that Supports Deployment and
Continual Improvement.

3.4 TQM Implementation Approaches to be Avoided

QUIZ –TOPIC 1 !!!

6
(7/2 – 12/2)
GROUP PRESENTATION STARTS !!!

1st PART OF
LOG REPORT TO BE SUBMITTED – TOPICS 1, 2 & 3

7 4.0 Service Quality in the Public Sector 4

(14/2 – 18/2)
4.1 Definition of service quality.
4.2 Characteristics of services.
4.3 Dimensions of service quality.
4.4 Identifying gaps in service quality – GAPS
Model.
4.5 Quality in Services Vs Quality in Manufacturing.

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 WEEK TOPIC HOURS

8-9 5.0 Customer Focus in the Public Sector 4

(21/2 – 25/2) 5.0 Identifying Customers.

(28/2 – 4/3) 5.1 Identifying Customers’ Needs in the Public
Sector.
Internal Customers’ Needs
External Customers’ Needs

5.2 Building Customer Satisfaction Vs Strategizing

Customer Loyalty.
5.3 Characteristics of a Customer Focused Public
Organization.

10 MID-TERM EXAM !!!

(7/3 – 11/3) (TOPICS COVERED FROM TOPIC 3, 4 & 5)

10 – 11 6.0 Ethics Vs Quality in the Public Sector 4

(7/3 – 11/3) Definition of Ethics

(14/3 – 18/3) 6.2 Factors Determining Ethical Behavior in the
Public Sector :
Trust and Total Quality
Values and Total Quality
Integrity and Total Quality
Responsibility and Total Quality

Ethical Leadership

11 2nd PART OF
(14/3 – 18/3) LOG REPORT TO BE SUBMITTED – TOPICS 4, 5 & 6

12 - 13 7.0 Quality Management Awards & Standards 4

(21/3 – 25/3) 7.1 Malcom Baldrige National Quality Qward

(28/3 – 1/4) (MBNQA)
7.2 Prime Minister Quality Award (AKPM)
7.3 Public Sector Quality Awards (AKSA)
7.4 ISO 9000

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 WEEK TOPIC HOURS

14 8.0 Quality Culture in the Public Sector 4

(4/4 – 8/4) Definition of Quality Culture.

Quality Culture versus Traditional culture.
8.3 Establishing Quality Culture in the Public Sector.
8.4 Maintaining Quality Culture in the Public Sector.

14 3rd PART OF
(4/4 – 8/4) LOG REPORT TO BE SUBMITTED – TOPICS 7 & 8

15 9.0 Future of Quality Management in the Public Sector 4

(11/4 – 15/4) 9.1 Challenges of Quality Management in the Public

Sector.
9.2 Characteristics of Quality Management in the
Public Sector.

WEEK 15-16 - STUDY WEEK!!!

(11/4 – 15/4)
(16/4 – 19/4)

COURSE ASSESSMENT ;

Assessment - 40% (Quiz =5%, Mid Term Exam = 15 %, Group

Presentation = 10, Log Report = 10)

Final Exam - 60%

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REFERENCES

Required Text

Goetsch, David L. & Davis, Stanley B. (2006), Quality Management: Introduction to

Total Quality Management for Production, Processing, and Services, 5rd
Edition, Prentice Hall USA.

Recommended Readings

D.Bell et. al. (2002). Managing Quality. (2nd Edition).

Woburn,MA:Butterworth Heinemann.

__________(2009), Penambahbaikan Proses Pengurusan Aduan Awam,

Pekeliling Kemajuan Pentadbiran Awam Bil 1, JPM, KL.

__________(2008), Panduan Penambahbaik Sistem Penyampaian

Perkhidmatan Kerajaan Menerusi Perkhidmatan Pesanan Ringkas
(SMS), Pekeliling Kemajuan Pentadbiran Awam Bil 3, JPM,
KL.

__________(2008), Panduan Menambah baik Penyampaian Perkhidmatan

Menerusi Penggunaan Kios di Agensi-agensi Kerajaan, Pekeliling
Kemajuan Pentadbiran Awam Bil 2, JPM, KL.

__________(2008), Panduan Menambah baik Penyampaian Perkhidmatan

Menerusi Penggunaan Kios di Agensi-agensi Kerajaan, Pekeliling
Kemajuan Pentadbiran Awam Bil 2, JPM, KL.

__________(2008), Lampiran (zip fail) Panduan Pengurusan Perhubungan

Pelanggan, Pekeliling Kemajuan Pentadbiran Awam Bil 1, JPM,
KL.

__________ (2006), Garis Panduan Bagi Melaksanakan Anugerah Inovasi

Perkhidmatan Awam, JPM, KL.

__________(2006), Public Sector Innovation Award, Development Administration

Circular 1, Prime Minister’s Department, Malaysia.

__________ (1992), Panduan Pengurusan Kualiti menyeluruh (TQM) Bagi

Perkhidmatan Awam, Pekeliling Kemajuan Pentadbiran Awam Bil 1,
JPM, KL.

__________(1991 & 1992), Towards A Quality, Productive And Accountable

Civil Service In Malaysia, Development Administration Circulars,
Prime Minister’s Department, Malaysia.
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Evans R. James & Lindsay M. William (2008), The Management and Control of
Quality, 7th Edition, Thompson-South-Western, USA

Garis Panduan Anugerah Bagi Melaksanakan Anugerah Inovasi Perkhidmatan Awam

Tahun 2009 : www.mampu.gov.my/pdf/akpm2009.pdf , retrieved on 9th
February 2010

http://arcadia.mampu.gov.my/mampu/pkpa

http://www.mampu.gov.my/perkhidmatan/anugerah

Juran (1989) Managing for Quality, Journal of Quality and Participation, Vol.11.

Lee-Peng, Tan & Gilbert, Lim Teck Sia (2001), ISO 9000: The Answer for Total Quality
Management Implementation. The Malaysian case. Total Quality Management,
Vol 12:2.

Lewis, B.R. (2007). Managing Service Quality. In Dale, B. G., van der Wiele, T. & van
Iwaarden, J. (Eds.). Managing Quality – 5th Edition. Blackwell Publishing:
Australia.

Muhammad Rais Bin Abdul Karim. (1995). Improving the Efficiency of the Public
Sector: A Case-Study of Malaysia. United Nation.

Shand H. Stringham, (2004). Does Quality Management Work in the Public

Sector? Public Administration and Management: An Interactive Journal, 9
(3), 2004.

Syed Azauddin Syed Bahaldin (2005), Alternative Quality Management Standards;

Islamic Perspective (A Look at Their Rationale and Implemantation), 1st edition,
Utusan Publications, KL.

Thiroux, J. P. & Krasemann, K.W. (2009). Ethics: Theory and Practice – 10th
Edition. Pearson Prentice Hall: USA.

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