Soalan Lazim – Pusat Jaminan Kualiti (Kualiti-UKM)

Frequently Asked Questions

1. What is ISO?

International Standardisation Organisation(ISO) Pertubuhan Penstandardan Antarabangsa or is the Federal National Standards (ISO member bodies) worldwide. It is also a written standard that defines and describes the basic requirements that must be included in the quality system to ensure the services provided by an organisation can meet the customer’s requirements. This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of the quality management system to enhance customer satisfaction by meeting the customer’s requirements.

2. What is the relationship between ISO 9001 and Quality?

ISO 9001 is an international standard that describes the requirements of the Quality Management System. It is applied in an organization to demonstrate its ability to produce products and a consistent provision of services in accordance with the customer’s and the existing legal requirements. The application of ISO promotes the process approach in developing, implementing and improving the effectiveness of the Quality Management System.

3. What is the relationship between ISO and Total Quality Management (TQM)?

ISO provides a solid foundation for the implementation of TQM. TQM is a quality management process based on customer-oriented quality philosophy, ongoing, involving all aspects of the organisation and emphasis on teamwork. The main aspects of the organisation that become the focus of TQM are management support, quality strategic planning and management processes. Quality system and quality assurance system that are realised through the implementation of ISO will increase the effectiveness and efficiency of the process management focused by TQM. Thus, the implementation of the ISO can consolidate efforts towards the implementation of TQM.

4. What are the Benefits of ISO 9001?

ISO 9001 implementation will benefit the organization inclusive of the following:

Reducing the corrective actions taken after the occurrence of a problem.
Enabling organisations to identify tasks that should be carried out as well as detailing the actions to be taken.
Providing a structured method for documenting management practices and ways of working.
Enabling organisations to identify and address the problem and prevent it from recurring.
Enabling staff to perform their duties correctly right at the first and every time (kali pertama dan setiap kali).
Enabling organisations to prove to the party making the assessment that the services provided and the system used are controlled .
Enabling organisations to make better decisions through important information.

5. What is the scope of the QMS in UKM?

Quality Management System (SPKP UKM)

Scope of Certification under UKM SPKP covering 17 Centres of Responsibilities provides the following services:

Scope	Centre of Responsibilities
1) Human Resource Management and General Services	Registrar’s Office
2) Financial Management	The Bursary
3) Library Management	Library
4) Information Technology Management	Information Technology Centre
5) Student Services Management	Student Services Department
6) Building Management and Maintenance	Department of Building and Maintenance
7) Publications Management	Publisher, UKM
8) Research Management	Research Management & Instrumentation Centre
9) Occupational Safety and Health Management	Occupational Safety and Health Office
10) Corporate Communications Management	Centre for Corporate Communications
11) Sports Management	Sports Centre
12) Auditing Management	Internal Audit Unit
13) Intellectual Property Management	Collaborative Innovation Centre
14) Alumni Management	Alumni Relations Office
15) Residential College Management	Residential Colleges
16) Industry and Community NetworkManagement	Chancellor Foundation OfficeIndustrial Relations OfficeUniversity-Community Relations Office
17) UKM International Events Management	International Relations Centre

Quality Management System of Undergraduate and Graduate Studies Management (SPK PPPS)

The scope of the QMS certification under Centres of Responsibilities comprises those which manage the following services:

Studies Programme Design
Students Admission
Student Enrollment
Teaching and Supervision
Examination management
Graduation

List of Centres of Responsibilities under the scope of the PPPS QMS

1	Faculty of Economics & Management
2	Faculty of Pharmacy
3	Faculty of Engineering and Built Environment
4	Faculty of Education
5	Faculty of Islamic Studies
6	Faculty of Dentistry
7	Faculty of Medicine
8	Faculty of Science & Technology
9	Faculty of Health Sciences
10	Faculty of Social Sciences & Humanities
11	Faculty of Technology & Information Science
12	Faculty of Law
13	Institute of Environmental & Malay Civilisation
14	Institute for Environment & Development
15	Institute for Systems Biology
16	Institute of Visual Informatics
17	Institute of Islamic Civilisation
18	Institute of Ethnic Studies
19	Institute of Malaysian and International Studies
20	Institute of Microengineering and Nanoelectronics
21	Institute of Solar Energy Research
22	Institute of Molecular Medicine
23	Institute of Fuel Cells
24	Centre For Education Extension
25	Centre For Academic Management
26	Graduate Centre
27	UKM-Graduate School of Business

UKM Medical Centre Quality Management System (PPUKM QMS)

The scope of the QMS certification under SPK PPPS comprises 22 Centres of Responsibilities under PPUKM which provides the following services:

Health care of outpatient and inpatient (20 Departments)
Human Resource Management (Human Resources)
Financial Management (Finance)

Quality Environment System (5S)
1. What is the meaning of 5S?

5S is a management method pioneered by the Japanese industry to create a workplace environment that is comfortable, tidy and safe. 5S aims to create a quality work environment in a systematic and practical way. The implementation of effective 5S practices can improve service quality, saving costs and simplify work processes.

2. How can 5S Contribute To the Development of an Organisation?

5S is able to further strengthen PTJ Quality Management System based on ISO 9000 Standard MS, particularly in meeting the Resource Management clauses related to Work Environment. Implementation of an efficient, effective and consistent 5S practices will add value to the organisation’s overall corporate image.

3. What are 5S Practices?
4. Centres of Resposibilities (PTJ) which have obtained certification of 5S Practices in UKM are
More information can be found in the Document Management System click
Information Security Management System (ISMS)
1. What is ISMS?

Information Security Management System is based on the standard IS0 / IEC 27001: 2013 Information Technology – Security Techniques – Information Security Management System (ISMS). Compliance with the Standard ISO / IEC 27001: 2013 is a guarantee to Stakeholders and Customers that relevant information is protected and safe from damage, loss or misuse.

2. Scope of ISMS Implementation

University Information System Database Management (SMU), includes human resources, information, processes and technologies in UKM Information Technology Centre. The University Information System database (SMU) supports the critical process of UKM including the following systems:
3. Parties involved
4. Effective date

May 1, 2014
Audit and Benchmarking
1. When will the evaluation for full accreditation of a programme start?

The evaluation process for Full Accreditation of a programme begins when the first cohort of students of that programme enters their final year.

2. What is evaluated during a Full Accreditation?

According to international best practices , program accreditation process involves , among others , self-assessment and evaluation and preparation of the report by the panel of assessors. This assessment should be guided by a code of accreditation practice . For example, Code of Practice for Programme Accreditation ( COPPA ) , Malaysian Qualifications Agency ( MQA ) or similar . This process ends with an official certification by the authoritative body certifying accreditation programme.

3. How often should a revision of programme be done?

An institution with self-accreditation status should conduct a comprehensive review process for accredited programmes from time to time (eg, once every five years) to ensure that the quality of the programme can be improved.

4. Is there a Professional Programme Requirement status in Temporary Accreditation?

Just like any other programmes, all professional programmes require the approval of the Temporary Accreditation (Provisional Accreditation) of the Senate. However, all accredited professional programmes of Professional Bodies may continue to apply for ratification from the Senate for admission in the Malaysian Qualifications Register, subject to the approval of the accreditation program.

5. What is meant by Full Accreditation?

Full accreditation is an evaluation activity to ensure that the activities of teaching, learning, and all other activities related to a programme offered by a Higher Education Provider (HEP) has quality standards and meets the Malaysian Qualifications Framework.

6. What is meant by Temporary Accreditation?

Temporary Accreditation is an evaluation exercise to determine whether a programme has met the minimum quality requirements before being awarded Full Accreditation.

7. What is meant by Self Accreditation?

Self Accreditation is a status which entitles Higher Education Institutions (HEIs) to accredit their own courses of study without obtaining the approval of Malaysian Qualifications Agency (MQA) and the Ministry of Education (MOE) and only inform the MQA and MOE subject to continuous monitoring and institution audit by MQA. Nevertheless, the accreditation does not include a professional programme that still needs to be accredited and recognised by the relevant professional bodies.

8. When was UKM awarded the status of Self- Accreditating Institution?

UKM was awarded the status of Self-accrediting Institution on 29 April 2010.

9. Which programme review requires the format/document to be in compliance?

Format/document that must be followed for the purpose of a programme review is the Code of Practice for Programme Accreditation (COPPA) MQA-02.

10. If a faculty/institute wants to offer a new programme, what does it need to do?

After the proposed new programme is agreed upon by the Meeting of the Faculty / Institution, Programme application documents (application according to the MOHE Academic Programme Writing Guideline, the main document in accordance with COPPA MQA-01 format, and supporting documents including minutes of meetings of the Faculty and the New Programme Curriculum Committee report) must be sent to the Centre of Quality Assurance (CQA). CQA is responsible for reviewing the adequacy of the documents. If they are incomplete, the CQA will return them to the faculty for completion.

11. What is the connection between a study programme and qualification accredited with registration in Malaysian Qualifications Register (MQR)?

Under the Act of the Malaysian Qualifications Agency (Agensi Kelayakan Malaysia , AKM) 2007, all study programmes and qualifications accredited by MQA will be registered in the Malaysian Qualifications Register (MQR). MQR is a programme register recognised by the Malaysian Qualifications Agency.

12. Why is it necessary for a programme of study to be registered in MQR?

Requirements of a study programme enrolled into MQR is to:
13. What reference materials can assist in the preparation of MQA-01 documents?

Reference materials that can assist in the preparation of MQA-01 documents are:
14. What is meant by Self Assessment Programme required in the preparation of MQA-02 documents?

A Programme Self-Assessment is an evaluation exercise conducted by the Higher Education Provider (HEP) through the department concerned to ascertain whether a program has achieved the quality standard for a programme Full Accreditation.

15. What instruments can help create a self-assessment program?

Self-assessment can be started by running a gap analysis for each of the basic standard and high standard as well as providing quantitative ratings in accordance with the format provided by the secretariat. To achieve beyond the standard set, it can be regarded as a strength and a lower performance than standard classified as an area that requires attention.

16. What are the process and procedure for a proposal of a new programme?

The processes and procedures of the new study program management are as follows :
17. What are the process and procedure for a review of the existing programme?

The processes and procedures for the existing programme Management are as follows:
18. What are the process and procedures for accreditation of a professional programme?

Processes and procedures for the accreditation of professional Programme Management are as follows:
19. Where can I get advice regarding MOE and MQA document preparation for a new programme?

Advice on the preparation of MOE documents and MQA for the new program can be obtained from the Centre for Quality Assurance (CQA).

Pusat Jaminan Kualiti (Kualiti-UKM)

Pusat Jaminan Kualiti (Kualiti-UKM)

Kualiti Pemacu Inovasi

Frequently Asked Questions