Log Report PAD 252 Part A

Bismillahirrahmanirrahim

In this post, I would like to share the log report that I have made last sem. May it be useful for all of you to take this as guideline.

For your information, this PAD252 report means that you write your understanding during the mass lecture not in tutorial. So, it surely will be different among me, you, and other students. Insya-Allah, we can do it!

Alhamdulillah, for this report I got 19.5/20.

Just to take a note, different lecturer may mark your report in different way and requirement. So, taaruf with your lecturer first. Show them before the time you need to send it to get comment and make correction. Lastly, don't forget to follow the required format. 

May Allah Ease :)

PART A : Chapter 1 & 3

1.0       LEARNING REACTION

1.1       Topic 1 : Concept Of Quality

            During the first lecture by Cik Hjh Hayati Binti Abd Hamid (Cik Yatt) in week 2, what I have learnt that ‘Quality’ is a very subjective term because it is only can be defined by customer which different customer has different expectation to a product which can be good or service, or both. So, to ensure satisfaction from all customers, the quality must be applied to environment, service, product, people, and process (E.S.P.P.P.).

            To make the quality in advanced, the quality in an organization is completed with Quality Assurance (QA) and Quality Control (QC). In order to differentiate both of them, QA can be recognised by its two principles that are “Fit for purpose” and “Right first time”. While QC can be determined by its steps in ensuring the quality of the products is maintained that are i) asses or evaluate actual quality performance; check either it is parallel with quality standard, ii) compare actual performance with performance goals, iii) take immediate steps to resolve differences between planned performance and actual performance; if there’s any defect (-) the action is to correct, and if there’s positive (+) result is to continuously improve the quality.

            Next, ‘Total Quality’ (TQ) is involving all members of the organization, every department, from the top to the lower management. It is also known as Big Q that show its braoder sense of quality. While Little Q is the narrower scope that specifies only one of the TQ element that either of the E.S.P.P.P..

            Besides that, ‘Quality’ by Islamic perspective stresses on the inner part or known as pure soul. Character development of right habits will only determine all good physical action. To build good character of a Muslim, one need to rely on obligatory duties; which based on five pillars in Islam, and supererogatory acts; additional acts following the Prophet Muhammad practices.

            In week 3, Miss Jeniwaty Binti Mohd Jody (Miss Jeni) replaced Cik Yatt lecture on that particular day because of a reasonable leave and started her lecture by reviewing the previous lesson on quality based on Islamic perspective. Then, she opened with new subtopic of chapter one that is the several practices of a Muslim which can be applied to improve quality and productivity by Syed Othman, Syed Omar, Nik Mustapha, and Aidit, 1998. Before that, she had reminded us about TQ’s keyword which is ‘about to maximize competitiveness’. The several practices as mentioned before are:

1. Every action must begin with clear intention in achieving their organization’s goal especially for the top management, who has the power to plan objective.

2. Rasulullah s.a.w. must be as role model; By following the supererogatory acts.

3. Do more than required; to make sure that we maintain the quality of the products and exceed customer expectation.

4. Perform job skillfully and diligently; Be honest with the time given according to what task or break time, and perform tasks by using all knowledge we have.

5. Strive towards excellence at all times; By giving commitment to the job all times.

6. Muhasabah; is evaluating daily deeds done; The purpose is to be good Muslim for the future and by apologizing to people if we have mistakes to other people.

            Next, in Islamic perspective, quality ia a total concept. As what I understood from the seven points that I have learnt, when we say ‘TOTAL’ mean it covers quality as whole purpose of living in this world and Islam as a universal religion. From the relationship among human and between human and Allah, quality of insan as caliph that start from oneself to have good soul and characteristics as a Muslim, positive quality in Islam that included sincerity, knowledgeable and high commitment, considering Islam market factor, Islamic ethics, Islamic management culture, and have different focuses with other management standards.

            Besides that, there are two references or guidelines in islamic quality management standard that are based on the Islamic-Based Quality Organisational Management System 313 (IQOMS 313) and Halal Food Assurance System (HAFAS). Firstly, IQOMS 313 is the standard for business organisations that to seek excellence in corporate culture and maximum profitability. Whatever the organisation do, must comply with the related principles. Secondly, HAFAS was  established as set of standards for food production that ensure food organisations to follow the syariah complience.

            Overall, there are similarities between generic and Islamic perspective on quality. Firstly, the idea of quality is to meet customer standard. Secondly, encouraging teamwork among employees to achieve oraganisation objective although in different way. Thirdly, encouraging positive work attitude that maintain condusive company environment. Lastly, set proper standards and requirements to ensure the best product delivery.

            Other than that, there are also differences of quality in generic and Islamic perspective that mostly told me that quality in generic perspective is focus to the physical aspect and do not emphasize on the internal affairs. In the opposition, in Islamic perspective quality is determined from the inner part to the appearance of the production.

            In other view, there are eight aspects that differentiate total quality views and traditional views of quality. Cik Yatt reminded us to read all the eight aspect and understand it clearly because in the final exam or the quiz or test, the question will ask by particular aspect. So, I need to be aware. The eight aspects are productivity versus quality, how quality is defined, how quality is measured, how quality is achieved, attitudes towards defects, quality as a function, responsibility for quality and supplier relationship.

            Then, we moved to another subtopic which is the 11 key elements of total quality. This subtopic will be focused in further in Chapter 3.

            At last,  before ending Chapter 1, there are severals aspects that need to be understood in historical development of TQ in the public sector that included the five basic concepts of total quality management (TQM), Malaysian Administrative Modernisation and Management Planning Unit (MAMPU), and total quality in the public sector of United States of America.

One of the basic concept in TQM is cost of quality (COQ) is non-comformance of standards. So, Cik Yatt had explained to the students that in the COQ, it involved two things that are cost to prevent the future mistake or problem and cost to fix problem. So, it is preferable if an organisation spend the budget for prevention because it will reduce the total cost involved.

1.2       Topic 2 : Total Quality Management In Public Sector

            Generally, total quality management (TQM) is a continuous process that cover the whole organistaion. This is because people expectations towards product will keep change overtime.

            In understanding the concept of TQM, the objective of TQM and the seven integrated steps of the process of continuous improvement in TQM also being studied. There are three objective of TQM that are in-flow and relates to each other from providing customer satisfaction to meeting the customer expectation and lastly producing output that is zero-error or defect-free. While the seven integrated steps also related to each other that need to be gone through one-by-one in order from determining the improvement objective by asking if the improvement is needed and why it is need to the last step which is to standardise the process either to proceed or take corrective action.

            Cik Yatt had continued with the features of TQM which are consisted of objective, focus, strategy and implementor.

            Then, she proceed with the seven principles of TQM in the Public Sector that are involved the top management support, strategy quality planning; that the content must consider customer expectation, customer focus, training and recognition; such as the 42 hours of training for public servant in Malaysia, teamwork, performance measurement; which needs the customer feedback, and quality assurance.

            Besides that, there are few similarities between the TQM in the public sector and private sectors. Those are emphasized on the seven TQM principles, focus on the four features of TQM, and both sectors also practice the seven integrated steps of the process of continuous improvement of TQM.

            Moreover, there are also five differences of TQM in the public sector and private sector. Three of them are : Firstly, customer focus of private sector is profit oriented, while public sector aims to create good government reputation and to maintain its legitimacy. Secondly, the private sector’s performance standard is easy to quantify vice versa to the public sector. Lastly, the employees in private sector require lower degree of customization, while the public sector is the opposite due to the must to tailor the needs of individual customer.

            Next, Cik Yatt proceed with the requirements for implementing TQM in public sector. The top management should be commited to spend one third of their time for the improvement of total quality. Then, middle management deals with the facilities, equipment and processes, who carries a lot of work. To implement the TQM, organisation-wide steering committee, who are known as think thank also need to be established. In addition, the steering committee responsible to plan and publicize the vision statement and guiding principles and other related matter to everybody in the organisation. Besides that, adequate resources which are not more or less than required also need to be prepared. The last requirement is infrastructure that support deployment and continual improvement.

            Last but not least, lesson in chapter 3 is ended by the explaination on TQM implementation approach to be avoided. Those approach included to train all employees at once. When this is happen, the employees might forget what they have learnt because some skills may not be needed yet. It is not necessary unless whenever it is require to smoothen their task. Next, rush in TQ by putting too many people in teems. This may lead to social loafing. Furthermore, delegating TQ implementation to others due to no active commitment by all personnel also need to be avoided. And lastly, an organisation should avoid starting the TQ implementation before the top managers and the subordinates are prepared. This is because everyone need to understand the implementation first before they want to implement it.

2.0       Application To My Daily Life

            I am the one of Jawatankuasa Penggerak Masjid (JPM) leadership members. As one of the students association in UiTM Alor Gajah, we are oftenly organised many events that need other students participation to make our events alive. When I learnt about quality, I found that all of the participants that consisted of the students, lecturers, outsiders, and other clubs members, they are actually our customers that we need to focus too. Besides preparing the events, we also need to consider their expectation so that they will satisfy and our events objective can be achieved.

            In addition, we need to put big effort from our external to internal side. Since our association is one of an Islamic organisation, it encourages us to be more aware, because we bring the image of Islam. So, it is very important for us to apply the practices to improve quality and productivity like to firstly have a clear intention, following the Prophet Muhammad (PBUH) as my life role model, and strives towards excellence at all times.

            Besides that, when I learnt quality, I realised that when we say about individual quality, my family, my friends, my lecturers and other people, who may affected by my decisions and my acts are actually my customers. To be an organised person who will gain good expectation from other people, I need to apply the concept of quality in my life so that can improve people perspective towards me and me also may gain Allah’s bless. Therefore, Cik Yatt also told us in one of the lecture session, “If you want to know that you are a quality person or not, just check your room (or bed) condition!”.

            Furthermore, the total quality management also being applied in my association. This is because in JPM organisational structure, as leadership members, we are divided into several exco. Every exco always depends on each other to strenghten our association struggle. When one of our members is absent, we may encounter any kind of difficulties or problems. For example, when one of the person from the Exco of Publicity, who in-charge in taking pictures or videos is absent, problem that may encounter us such as unable to take picture nicely that may effect JPM written report for the particular event.

Lastly, I would like to mention that one of the speciality of Islamic association is that when one of us fell down, we will remind each other to keep improving. This is because we are always stuggle for mardhatillah (Allah’s pleasure). Insya-Allah.