Frequently Asked Questions
Quality Management System
- What is ISO?
- What is the relationship between ISO 9001 and Quality?
- What is the relationship between ISO and Total Quality Management?
- What is the Benefits of ISO 9001?
- What is SPK’s Scope in UKM?
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.
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.
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.
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.
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
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|
|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)
- What is the meaning of 5S?
- How can 5S contribute to the development of an organisation?
- What are 5S pratices?
- Centres of Responsibilities (PTJ) which have obtained the 5S certification in UKM
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.
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.
- Seiri (Sort) – SORT focuses on the separation and items that are not needed in the workplace.
- Seiton (Set to order) – SET TO ORDER refers to the principle of “every thing has its place and every place has its goods”. The emphasis of SORT is on the method of preparation that is orderly, neat, efficient and safe.
- Seiso (Shine) – SHINE is a necessary measure to ensure a workplace or equipment is free from dirt/dust that can affect the functioning of equipment, product quality and health. SHINE also places emphasis on hygiene to ensure a comfortable and safe workplace to improve the quality of work and service.
- Seiketsu (Standardise) – STANDARDISE means similar condition, shape and color either on features, layout or regulations. 5S activities at this stage can be implemented by establishing uniformity of procedures, layout and standards.
- Shitsuke (Sustain) – SUSTAIN is an effort to maintain the first 4 practices of 5S namely Seiri, Seiton, Seiso dan Seiketsu beside implementing continuous improvement at the department premise. SUSTAIN requires commitment and continuous participation from all employees as well as self discipline to ensure that the 5S practices can be carried out effectively and efficiently.
- UKM Medical Centre : 2008
- Centre of Research & Instrumentation : 2010
- Information Technology Centre : 2013
- Corporate Management Centre : 2014
More information can be found in the Document Management System click
Information Security Management System (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.
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:
- Staff Information Management
- Student Information Management
- University Financial and Accounting Management
- University Research Management
- Information Technology Centre
- PPUKM Department of Information Technology
- Registrar’s Office
- The Bursary
- Department of Building and Maintenance
- Risk Management Office
- Office of Occupational Safety and Health
May 1, 2014
Audit and Benchmarking
- When will the evaluation for full accreditation of a programme start?
- What is evaluated during a Full Accreditation?
- How often should a revision of programme be done?
- Is there a Professional Programme Requirement status in Temporary Accreditation?
- What is meant by Full Accreditation?
- What is meant by Temporary Accreditation?
- What is meant by Self Accreditation?
- When was UKM awarded the status of Self- Accreditating Institution?
- Which programme review requires the format/documents to be in compliance?
- If a Centre of Responsibilities (PTJ) wants to offer a new programme, what does it need to do?
- What is the connection between a study programme and qualification accredited with registration in Malaysian Qualifications Register (MQR)?
- Why is it necessary for a programme of study to be registered in MQR?
- What reference materials can assist in the preparation of MQA-01 documents?
- What is meant by Self Assessment Programme required in the preparation of MQA-02 documents?
- What instruments can assist in creating a self-assessed programme?
- What are the process and procedure for a proposal of a new programme?
- What are the process and procedure for a review of the existing programme?
- What are the process and procedure for a professional programme accreditation?
- Where can I get advice regarding MOE and MQA document preparation for a new programme?
The evaluation process for Full Accreditation of a programme begins when the first cohort of students of that programme enters their final year.
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.
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.
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.
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.
Temporary Accreditation is an evaluation exercise to determine whether a programme has met the minimum quality requirements before being awarded Full 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.
UKM was awarded the status of Self-accrediting Institution on 29 April 2010.
Format/document that must be followed for the purpose of a programme review is the Code of Practice for Programme Accreditation (COPPA) MQA-02.
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.
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.
Requirements of a study programme enrolled into MQR is to:
- confirm that the study Programme and its qualification have been through a quality assurance process that is in line with the standards and criteria set and adhere to the Malaysian Qualifications Framework (Kerangka Kelayakan Malaysia, KKM) and facilitate the transfer of credits;
- enable students to pursue their studies in local or foreign institutions;
- enable students to be considered for appointment to the civil service; and
- facilitate student financial assistance.
Reference materials that can assist in the preparation of MQA-01 documents are:
- MOHE Academic Programme Writing Guideline
- Code of Practice for Programme Accreditation (COPPA)
- Malaysian Qualifications Framework (MQF): Point of Reference and Mutual Understanding About Higher Education Qualification In Malaysia
- Malaysia Law Act 679 (Malaysian Qualifications Agency Act 2007)
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.
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.
The processes and procedures of the new study program management are as follows :
- Dean/Director establishes a New Program Curriculum Committee (NPCC) led by Head of Programme / Head of Department to propose a new study programme (application according to Ministry of Higher Education Academic Programme Writing Guideline (MOE), Programme Standard and programme evaluation portfolio in accordance with COPPA format MQA -01), and reviewing sustainability, relevance, issues, challenges and programme evaluation.
- NPCC communicating with the Centre for Academic Development (CCA) for advice during the preparation of documentation with CCA is responsible for ensuring that the documentation meets the specified requirements.
- A proposed new study program that is complete is brought to the Meeting of the Faculty / Institute, chaired by the Dean / Director who is responsible for reviewing the provision of facilities, human resources, finance and others.
- After the proposed new programme is approved by the Faculty Meeting, the documents are sent to the Centre of Quality Assurance (CQA).
- CQA is responsible for reviewing the adequacy of the documents (application in accordance with the Ministry of Education Academic Programme Writing Guideline (MOE), the main document in accordance with COPPA MQA-01 format, and the supporting documents include minutes of meetings and the Faculty New Program Curriculum Committee report). If they are incomplete, the CQA will return them to the faculty to complete.
- If the documents are complete, CQA will appoint an evaluation panel.
- The panel is responsible for reviewing the documents submitted to ascertain whether they meet the requirements of COPPA, Standards and Academic Programme Writing Guideline (MOE). If they do not meet the specified criteria, the panel informs CQA areas to be improved. This process is repeated until the criteria are met and the evaluation panel submits a report to CQA.
- CQA submits the evaluation panel’s report to the Academic Planning and Development Committee(APDC) to certify and then advances the new program proposal to the Senate.
- APDC acts as the responsible party certifying new programme proposal based on the report of the evaluation panel. If it is not certified, APDC returns the report to CQA to be reviewed by the evaluation panel.
- Once certified by APDC, the new program proposal is submitted to the Senate for approval. If it is not approved, the Secretariat of the Senate will return the proposal to CQA who relays the decision to APDC.
- If the proposal is approved by the Senate, the proposed new program will be submitted to the Board of Directors of the University (UBB) for the approval of the allocation of human and financial resources, the Ministry of Education (MOE) for filing and MQA for registration in the “e-Course of Study Revision” system.
The processes and procedures for the existing programme Management are as follows:
- Centre for Quality Assurance (CQA) identifies academic programmes that need to be reviewed in the cycle of programme review and notifies the Faculty / Institute / Centre to carry out the audit and review of program of study
- The Dean appoints Program Review Committee (PRC), chaired by the Head of Programme / Head of Department to review the assessment requirements and revision as well as preparing Self Assessment Portfolio in accordance with COPPA MQA-02 format or other approved code of practice for the purpose of audit and submitted to the CQA to ensure that they meet the requirements.
- The Faculty / Institute / Centre sends the completed documents to CQA after verification by PPA.
- The CQA reviews the adequacy of the documents which also include supporting documents such as minutes of meetings of the Faculty and Curriculum Committee Report. If they are incomplete, the documents are returned to the Faculty / Institute to to be completed.
- If the documentation is complete, CQA will appoint an evaluation Panel.
- The Evaluation Panel is responsible for reviewing programme documentation to ensure that it meets the requirements of COPPA or similar codes of practice and standards requirements of the program. If it does not fulfill the requirements, the Evaluation Panel informs CQA and the Faculty the requirements that need improvements before the audit process is carried out.
- The CQA/Evaluation Panel meets with the management of the Faculty / Institute regarding audit planning and additional supporting documents that are required.
- JKPP audit visits the Faculty / Institute for the purpose of verification of the content and practices reported in the documents submitted and the identification of good practices and recommendations for improvement.
- Based on the feedback received, the Assessment Panel provides Program Evaluation Report submitted to the Audit and Study Program Evaluation Committee (JKAPPP) in its recommendation for consideration by the Senate.
- After completion of the audit visit, the Evaluation Panel will submit its draft report to CQA who will advance the report to the Faculty / Institute for feedback.
- Based on the feedback received, the Evaluation Panel provides Programme Evaluation Report submitted to the Audit and Study Program Evaluation Committee (JKAPPP) to be ratified for consideration by the Senate.
- The Senate scrutinises the Program Evaluation Report and considers the decision to grant approval for Full Accreditation or conditional accreditation or not to approve the accreditation. Approval is given together with:
- the programme ratings (scale 1-5),
- period for the next review cycle (3-5 years), and
- statements about praise, affirmation and recommendations
- Subject to the approval of the Senate, the programme information is sent to the MQA for the entry of a new programme in MQR or updating existing programme information in MQR.
- The Faculty / Institute designs an action plan and carries out the improvement for the recommendations and confirmation as stated in the Programme Evaluation Report maintained and monitored by CQA.
Processes and procedures for the accreditation of professional Programme Management are as follows:
- CQA notifies the Faculty / Institute the needs to implement the Professional Programme Accreditation.
- The Faculty / Institute sends a copy of the documents prepared for the Professional Programme Accreditation to CQA.
- The Faculty / Institute implement MQA Professional Programme Accreditation with MQA or with relevant professional bodies for the evaluated programme monitored by CQA.
- The Faculty / Institute informs the result of the Professional Programme Accreditation and sends a copy of the report from MQA or professional body related to CQA.
- Subject to the accreditation decision, the CQA submits for the approval of the Senate the proposed entry of the programme information in MQR for new programmes or retention and updating of information for existing programmes.
- The Faculty / Institute designs an action plan and carries out improvements for the recommendations listed in the Accreditation Report monitored and maintained by CQA.
Advice on the preparation of MOE documents and MQA for the new program can be obtained from the Centre for Quality Assurance (CQA).