scholarly journals Penerapan Sistem Manajemen Mutu Iso 9001:2008 Dalam Pelayanan Publik Di Pt. Pln Rayon Mattoangin

2017 ◽  
Vol 3 (1) ◽  
pp. 79
Author(s):  
Ridzuan Bin Rusman ◽  
Abdul Mahsyar ◽  
Abdi Abdi
Keyword(s):  
Public Service ◽  
Management System ◽  
Quality Management System ◽  
Process Approach ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
The Public ◽  
Keywords Quality Management ◽  
Quantitative Descriptive

This study aimed to describe the quality of management system ISO 9001: 2008 in the public service of PT PLN (Persero) Mattoangin district. Type of this research was quantitative descriptive with 30 employees as respondents. Technique of data analysis used is descriptive statistics. The results shown that the application of the principles of ISO 9001: 2008, for PT PLN (Persero) public serviced in South Makassar area at Rayon Mattoangin in general be categorized very high.the indicator that included in the category of very higt, among others, the indicators that observed in the variablewas an indicator focus on the customer, indicators of employee involvement, process approach, approach to the management system, continual repair, factual approach to take decision, mutual relationships with suppliers.The only one category that included in high category, that is a leadership.  Keywords: quality management system, public service  Penelitian ini bertujuan untuk mengetahui gambaran penerapan sistem manajemen mutu ISO 9001:2008 dalam pelayanan publik PT PLN (Persero) Rayon Mattoangin. Jenis penelitian ini adalah deskriptif kuantitatif dengan responden sebanyak 30 orang karyawan.Teknik analisis data yang digunakan adalah statistik deskriptif. Hasil penelitian menunjukkan bahwa penerapan prinsip-prinsip SMM ISO 9001:2008. Dalam Pelayana Publik PT PLN (Persero) Area Makassar Selatan Rayon Mattoangin secara umum di kategorikan sangat  tinggi. Indikator yang dikategorikan sangat tinggi antara lain indikator fokus pada pelanggan, indikator keterlibatan karyawan, pendekatan proses, pendekatan pada sistem manajemen, perbaikan terus menerus, pendekatan faktual pada pengambilan keputusan, hubungan yang saling menguntungkan dengan pemasok. Hanya satu kategori tinggi, yaitu kepemimpinan. Kata kunci: sistem manajemen mutu, pelayana publik

scholarly journals Monitoring and Reporting Of Quality in Statistics

2018 ◽  
Vol 57 (1) ◽  
pp. 70-80
Author(s):  
Laura Lukšaitė-Balakauskienė
Keyword(s):  
Full Article ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Quality Monitoring ◽  
Iso 9001 ◽  
The Public ◽  
Quality Reports ◽  
Article Abstract

[full article, abstract in English; abstract in Lithuanian] The present paper introduces the main principles of the quality management system of Statistics Lithuania, which is based on the ISO 9001 standard, and explains how the system promotes user confidence in statistics through the regular quality monitoring and reporting exercise. It is explained how the quality of statistics is measured and presented to the public; the usefulness of quality reports to the users, especially to researchers and academia, is discussed. Moreover, some results from the monitoring exercise and examples of quality reports are presented.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals Gestão do Judiciário e gestão da qualidade: uma questão de princípios - Judiciary management and quality management: a question of principles

2019 ◽  
Vol 1 (2) ◽  
Author(s):  
Alex Pizzio Da Silva ◽  
José Eudacy Feijó Paiva
Keyword(s):  
Quality Management ◽  
Public Administration ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
The Public ◽  
Constitutional Principle ◽  
Judicial Administration ◽  
The Subject ◽  
Point Of Reference

<p>O objetivo deste artigo é contribuir ao debate acerca da gestão do Poder Judiciário tendo como referência o princípio constitucional da eficiência na administração pública e os princípios da gestão da qualidade. Sob esse enfoque são abordados os temas da crise na administração pública e na administração judiciária. Através de uma revisão bibliográfica em livros e artigos levantou-se as contribuições de autores sobre o tema em análise. Uma correlação entre os princípios da qualidade e a realidade encontrada na administração de unidades judiciárias, através das fontes analisadas para o estudo, é realizada com o fim de demonstrar a validade da aplicação dos princípios para nortear as mudanças necessárias para a melhoria da prestação jurisdicional e a aumentar a satisfação da sociedade. O artigo apresenta a aplicabilidade de um sistema de gestão da qualidade, conforme o modelo da norma ABNT NBR ISO 9001:2015, como uma alternativa eficaz para que o Poder Judiciário apresente a resposta mais adequada para a necessidade de melhoria na eficiência da gestão do Poder Judiciário.</p><p> </p><p>The purpose of this article is to contribute to the debate about the management of the Judiciary having as point of reference the constitutional principle of efficiency in the Public Administration and the principles of quality management. This approach addresses the issues of crisis in the public administration and judicial administration. Through a bibliographical review in books and articles the contributions of authors on the subject under analysis were compiled. A correlation between the principles of quality and the reality found in the management of judicial units, through the sources analyzed for the study, is established in order to demonstrate the validity of the application of the principles to guide the changes necessary to improve the jurisdictional performance and to increase the satisfaction of society. The article presents the applicability of a quality management system, according to the model of ABNT NBR ISO 9001: 2015, as an effective alternative for the Judiciary to provide the most appropriate response to the need of improving the efficiency of the Judiciary management.</p><p> </p>

scholarly journals Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001:2008 Dan Kemampuan Mengajar Widyaiswara Terhadap Kompetensi Lulusan Diklat

2016 ◽  
Vol 4 (3) ◽  
pp. 37
Author(s):  
Dewi Setiawati
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Research Problem ◽  
Teaching Quality ◽  
Iso 9001 ◽  
Survey Method ◽  
Main Research ◽  
Independent Variables

This research mainly aims to explore competencies of training graduated which focuses on factors that influence competencies of training graduates, such as the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara. The main research problem addressed in this study is how the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara contribute to competencies of training graduates, both partially and altogether. I conducting this research, explanatory survey method is used with questionairres using likert and interval scales as the data collection techniques, that are distributed to 51 graduates of training at PPPPTK Penjas dan BK. To analyse the data, the study employs PPM (Pearson Product Moment), to investigate the direct and non-direct correlations of dependent and independent variables. Significance tests are administered using F-test and t-test. The results show that (1) the impelementation of quality management system ISO 9001:2008 significantly influences competencies of training graduates; (2) teaching quality of Widyaiswara significantly influences competencies of training graduates; and (3) both the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara significantly influence competencies of training graduates.

scholarly journals Implementasi Sistem Manajemen Kualitas ISO: 9001:2008 terhadap Kepuasan Pemustaka di Perpustakaan Pusat Universitas Gadjah Mada

2015 ◽  
Vol 9 (2) ◽  
pp. 44
Author(s):  
Uminurida Suciati
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Data Collection ◽  
User Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Library Services ◽  
The University

This study aims to determine the quality library services based implementation of Quality Management System ISO 9001:2008 . User satisfaction and student perceptions regarding the attributes of quality library services that include : tangible , reliability , responsiveness, assuredness , and empathy associated with user satisfaction .This study uses a quantitative approach . Type a descriptive quantitative research . Ex post facto data collection by survey method . Data collection using questionnaires as the primary method , documentary and observation . The study population was a student who came to visit and use the library facilities and using samples UGM proportional stratified random sampling technique.Analysis of the data using parametric statistics , such as regression analysis to test the hypothesis regreasi first and to find out how much of each attribute independent variables contribute effectively to the satisfaction of the user and the product moment correlation and ANOVA to test the hypothesis of a single lane to two . Results indicate that the implementation of quality management system ISO 9001 : 2008 can give satisfaction to the users at the Central Library , University of Gadjah Mada . It can be seen from the results of the user's perception of the quality attributes of library services that include : tangible, reliability , responsiveness , and empathy assuredness related to user satisfaction at the Central Library of the University of Gadjah Mada . It can be seen from tangible attribute indicates the coefficient b = 0.104 and p = 0.022 , attribute indicates the reliability coefficient b = 0.126 and p = 0.009, attribute indicates the responsiveness coefficient b = 0.095 and p = 0.018, showing assuredness attribute coefficient b = 0.125 and p = 0.007, attribute shows empathy coefficient b = 0.193 with p = 0.001 . Positive effect is statistically significant means that the better the user perception of service quality attributes of the higher levels of user satisfaction and conversely the perception of poor quality of service attributes pemustaka on the lower level of user satisfaction in the Library of the University of Gadjah Mada . From the estimation above regression equation, the coefficient of multiple determination ( R2 ) of 0.539 that showed statistically that the role of the variable quality of service for users' satisfaction at 53.9 % . Percentage of the remaining 46.1 % are other variables not examined in this study .

scholarly journals IMPROVEMENT OF QUALITY MANAGEMENT SYSTEMS IN THE SPHERE OF SOCIAL SERVICES IN REZEKNE MUNICIPALITY

2014 ◽  
Vol 1 (6) ◽  
pp. 117
Author(s):  
Maija Krūze
Keyword(s):  
Quality Management ◽  
Social Services ◽  
Social Service ◽  
Management System ◽  
Quality Management System ◽  
Internal Audit ◽  
Iso 9001 ◽  
Evaluation Methodology ◽  
Self Evaluation

The paper explores the quality management system of Rezekne Social service and its perfection employing internal audit and self-evaluation methodology. The aim of the present study is to find out how the quality of provided services of social service and social service providers is ensured in accordance with the ISO 9001:2008 quality standard, exploring the processes of management, basic activity, internal audit and prevention of non-compliance as well as focusing on the measures to be taken in order to improve the quality management system (QMS). When elaborating the article, the economic and legal literature on quality management terminology, its application and effective social services management have been studied according to the ISO 9001:2008 standard. The paper examines the measures which ensure quality of social aid and provision of social services of Rezekne Social service highlighting the quality management system, elimination of non-compliance, QMS report results, customer level of satisfaction and self-evaluation methodology. The author has worked out proposals to improve the processes of quality management system and quality results, consequently ensuring the development of Rezekne Social service. With the help of practical examples, the hypothesis proved that internal audit of the quality management system, management processes to address non-compliance, management reports and self-evaluation provide an objective assessment of the quality and create favourable conditions to ensure the provision of qualitative social services, contributing to a better controlled social policy.

scholarly journals CHANGES OCCURRED IN A PORCELAIN FACTORY DUE TO QUALITY MANAGEMENT SYSTEM IMPLEMENTATION

2019 ◽  
Vol 4 (1) ◽  
pp. 47-55
Author(s):  
Adina Sârb ◽  
Liliana Itul ◽  
Maria Popa
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Process Approach ◽  
Iso 9001 ◽  
Porcelain Factory ◽  
Continual Improvement ◽  
Quality Process ◽  
Research Show

The issues approach in this research show the benefits of the implementation of ISO 9001 standard in different companies as well as the importance of certain criteria with respect to customer satisfaction and confidence. This standard specifies requirements for a quality management system and it is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. The criteria taken into account help to improve the quality management system of the organization. The purpose of this paper is to identify the changes due to the implementation of a quality management system based on ISO 9001 standard in a porcelain factory, named S.C. Apulum S.A. and to analyse the customer satisfaction and confidence within the company considered through the implementation of the standard mentioned above. The analysis of customer satisfaction and confidence was achieved by taking into account certain measurable criteria established in the company considered, criteria that have been introduced into a formula. In conclusion, it is obvious that after the implementation of the requirements of ISO 9001 standard the situation regarding the quality process and product has been improved considerably. Also, the results show that there were several variations in the period considered (2010-2017).

scholarly journals Implementasi sistem manajemen mutu berbasis ISO 9001:2008 (studi pada Fakultas Ekonomi Universitas Negeri Surabaya)

2018 ◽  
Vol 6 (2) ◽  
pp. 163
Author(s):  
Jaka Nugraha
Keyword(s):  
Quality Management ◽  
Management System ◽  
Qualitative Method ◽  
Quality Management System ◽  
Iso 9001 ◽  
State University ◽  
Research Focus ◽  
Management Responsibility ◽  
Descriptive Approach

Peran pendidikan tidak dapat dianggap sebagai pelengkap dalam pembangunan sebuah negara. Peningkatan mutu pendidikan harus dilakukan secara berkelanjutan sebagai upaya menciptakan kualitas manusia Indonesia agar mampu bersaing dengan negara-negara lain. Sistem Manajemen Mutu ISO 9001:2008 merupakan salah satu cara yang dapat digunakan untuk memperbaiki dan meningkatkan kualitas manajemen sebuah organisasi. Tujuan dari penelitian ini adalah untuk mengetahui implementasi penerapan ISO 9001:2008. Pada penelitian ini digunakan metode penelitian kualitatif dengan pendekatan deskriptif. Lokasi penelitian dilakukan di Fakultas Ekonomi Universitas Negeri Surabaya. Penelitian ini berfokus penerapan sistem manajemen mutu, khususnya klausul kelima mengenai tanggung jawab manajemen. Berdasarkan hasil penelitian diketahui bahwa Fakultas Ekonomi Universitas Negeri Surabaya telah mengimplementasikan ISO 9001:2008 dengan baik. Hal ini diketahui dari tahapan plan, do, check, dan action (PDCA) yang telah dilakukan secara berkesinambungan melibatkan unit pelaku proses yang ada di dalamnya sehingga pengelolaan organisasi berjalan efektif dan efisien serta mampu memenuhi kebutuhan dan harapan pelanggan.Kata kunci: mutu, pendidikan, PDCA, ISO   IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEM BASED ON ISO 9001: 2008 (STUDY FROM ECONOMIC FACULTY UNIVERSITAS NEGERI SURABAYA)AbstractEducation has a very important role in the development of a country. Improving the quality of education should be done sustainably as an effort to create quality Indonesian people who can compete with other countries. ISO 9001: 2008 Quality Management System is one way that can be used to improve the quality of an organization's management. The purpose of this research is to know the implementation of ISO 9001: 2008. This research use qualitative method with descriptive approach. The research was conducted at the Faculty of Economics, State University of Surabaya. This research focus on the application of quality management system, especially the fifth clause regarding management responsibility. The result showed that the Faculty of Economic Universitas Negeri Surabaya has implemented ISO 9001: 2008 well. This is known from the stages of plan, do, check, and action (PDCA) which has been done continuously involving the unit of actors in the process therein. Then, the management of the organization run effectively and efficiently and able to meet the needs and expectations of customers.Keywords: quality, education, PDCA, ISO

scholarly journals The implementation of quality management system using ISO 9001:2008 based Total Quality Management Concept (Case Study at the First State Public Vocational Secondary School at Singosari, Malang Regency, East Java, Indonesia)

2021 ◽  
Author(s):  
Suyitno
Keyword(s):  
High School ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
System Implementation ◽  
Vocational High School ◽  
Total Quality ◽  
Implementation Quality

Vocational education as one part of the system Education of National is very strategic rolefor the form of national labour generation which was skillful. As strive to improvemanagement and quality and also competitiveness hence applied by management systemquality of ISO 9001:2008 in Public Vocational High School of 1 at Singosari. Researchfocussed 1) How System Implementation Management Quality of ISO 9001:2008 inPublic Vocational High School of 1 at Singosari, 2) Effort what is done by for the agendaof overcoming various resistance faced in management system implementation quality ofISO 9001:2008 in Public Vocational High School of 1 at Singosari. Method Researchweared in this research is device qualitative with method intake of data through interview,documentation and observation to informant namely components in Public VocationalHigh School of 1 at Singosari. While data analysis through analysis of interactive (Milesand Huberman, 1994).Research finding of research focus I: 1) conducting two qualifyingwhich have been commended by ISO 9001:2008, namely System Design Of ManagementQuality of through step of plan-do-check-action ( P-D-C-A) and Documentation SystemManagement Quality of. Management Top (principal) organizational have to compareexpectation of the customer with Organizational performance able to determine directionpolicy of Organization. 2). Have Commitment of customer satisfaction either from internaland external school started by given the expectation and requirement of customer. 3).Process looked into a study which continue to have continuation and over there willhappened repairs to performance 4). Management system implementation quality of ISO9001:2008 in Public Vocational High School of 1 at Singosari qualify total involvementfrom entire school component. Focus II: 1) Steps the done by principal in developing thiscommitment for example always communicate vision, target and mission go to school andalso remind obligation and duty will each and also always inform position growth ofschool to all student and teachers 2) Process study to employees and teachers throughgiving of instruction work in writing and followed with explanation is verbally looked intoby an effective enough in improving their motivation with cultural of quality. 3). Leadergo to school and entire school component have high commitment to do repair on anongoing with step of Plan, Do, Check and of Action by have cycle to supported by sourcewhich with quality

scholarly journals ІНТЕГРАЦІЯ ВИМОГ СТАНДАРТІВ НАТО СЕРІЇ AQAP 2000 У СИСТЕМУ УПРАВЛІННЯ ЯКІСТЮ ПІДПРИЄМСТВА З ВИРОБНИЦТВА ВІЙСЬКОВОЇ ТЕХНІКИ

2020 ◽  
pp. 102-108
Author(s):  
Ольга Володимирівна Нємченко ◽  
Альона Юріївна Кисилевська ◽  
Віталій Леонідович Костенко
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
International Standards ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Government Quality

In recent years, the security and defense sector of Ukraine has been undergoing reforms aimed at gaining the country's membership in the NATO North Atlantic Treaty Organization. One of the many aspects of these reforms is the introduction of some specific standards, in particular, the AQAP 2000 series standards in the quality management systems of military equipment enterprises. In the case of implementation of several international standards at the enterprise, there is a need to create integrated quality management systems. The article presents options for implementing two or more standards in the QMS of the enterprise, analyzes their disadvantages and advantages. The main requirements of the AQAP 2110 standard, which should be integrated with the requirements of the ISO 9001 standard in the context of the PDCA cycle ("Plan-Do-Check-Act"), are considered. The stages of the implementation of integrated QMS are described. The scheme of deliveries of products to the customer in which there is a certification of the quality management system of the manufacturer (supplier) by the external body on conformity assessment, control over the quality of production by military representation, and the government quality assurance GQA has resulted. Government quality assurance GQA means that the authorized national body carries out the process of assessing the conformity of the quality management system of the manufacturer (supplier) to the requirements of ISO 9001 and NATO standards AQAP 2000, which allows the customer to gain confidence in the quality of defense products. A special requirement is to draw up a Quality Plan, which defines the activities, processes, resources, responsibilities of the manufacturer, etc., to convince the customer and the GQA representative that the company can manufacture and supply products of appropriate quality and on time, because in case of defective products or failure to deliver is lost time for a replacement or waiting, and this is a constant risk to the country's combat readiness. Requirements for the content and design of the Quality Plan are given in the standard AQAP 2105. In addition to the above, the following specific requirements of AQAP 2110 are analyzed as the operation of the metrological support system at the enterprise according to DSTU ISO 10012, product configuration management with software according to ACMP 2100, risk management, etc.

Sign in / Sign up

Export Citation Format

Share Document