Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta

Five branches of the Valuation and Property Services Department (JPPH), Ministry of Finance, Malaysia, which were the first to implement the MS IS0 9002 certification, were chosen for this study. The objectives of this research are to study the effectiveness in aspects such as expediting the comple...

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Main Author:	Rasidah, Isnin
Format:	Thesis
Language:	eng eng
Published:	2004
Subjects:	TS 156.6 Quality Control
Online Access:	https://etd.uum.edu.my/1404/1/RASIDAH_BT._ISNIN.pdf https://etd.uum.edu.my/1404/2/1.RASIDAH_BT._ISNIN.pdf
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id	my-uum-etd.1404
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	TS 156.6 Quality Control
spellingShingle	TS 156.6 Quality Control Rasidah, Isnin Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
description	Five branches of the Valuation and Property Services Department (JPPH), Ministry of Finance, Malaysia, which were the first to implement the MS IS0 9002 certification, were chosen for this study. The objectives of this research are to study the effectiveness in aspects such as expediting the completion of valuation cases, improving service quality, the benefits and advantages of work standards and procedures of MS IS0 9002 certification, and to study factors that influence the implementation effectiveness. The dependent variable was the implementation effectiveness of MS IS0 9002 certification and the independent variables were understanding, commitment and management leadership. Demographic factors were also examined for their differences on independent and dependent variables. Data were collected based on staffs’ views through questionnaires using Stratified Disproportionate Sampling, and were analysed using descriptive and statistical tests. T-test, ANOVA, Correlation and Multiple Regression Analysis were used in the statistical tests. Findings from the descriptive analysis showed that MS IS0 9002 certification has improved service quality, work uniformity and provided a more systematic and greater clarity of work standards and procedures in JPPH. However, the implementation of MS IS0 9002 certification did not explain significantly on productivity enhancement, work simplicity, time saving and reduction in both unproductive work and bureaucracy. The ANOVA test showed there were differences in commitment and understanding level among staffs of various posts. Staff commitment did not show differences from the aspect of gender, service duration and courses attended. The Correlation test showed that all the three independent variables have moderately strong-chained correlations with coefficients between 0.465 and 0.585. From the Multiple Regression Analysis, all the three independent variables gave significant variance on the effectiveness of MS IS0 9002 certification whereby understanding level was the highest and the most important contributor towards the effective implementation of MS IS0 9002 in JPPH. This study has also identified the strengths and weaknesses of the Quality System of MS IS0 9002 certification in JPPH. The main problems identified are the use of too many forms and the non-uniformity of work practices and procedures among branch offices. The results of the findings are important to enable the MS IS0 9002 Management Reviewing Committee to take remedial actions to ensure smooth implementation of the quality management system.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Rasidah, Isnin
author_facet	Rasidah, Isnin
author_sort	Rasidah, Isnin
title	Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
title_short	Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
title_full	Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
title_fullStr	Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
title_full_unstemmed	Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta
title_sort	faktor keberkesanan pelaksanaan ms iso 9002 di jabatan penilaian dan perkhidmatan harta
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	2004
url	https://etd.uum.edu.my/1404/1/RASIDAH_BT._ISNIN.pdf https://etd.uum.edu.my/1404/2/1.RASIDAH_BT._ISNIN.pdf
_version_	1747827139846078464
spelling	my-uum-etd.14042013-07-24T12:11:49Z Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta 2004 Rasidah, Isnin Sekolah Siswazah Graduate School TS 156.6 Quality Control Five branches of the Valuation and Property Services Department (JPPH), Ministry of Finance, Malaysia, which were the first to implement the MS IS0 9002 certification, were chosen for this study. The objectives of this research are to study the effectiveness in aspects such as expediting the completion of valuation cases, improving service quality, the benefits and advantages of work standards and procedures of MS IS0 9002 certification, and to study factors that influence the implementation effectiveness. The dependent variable was the implementation effectiveness of MS IS0 9002 certification and the independent variables were understanding, commitment and management leadership. Demographic factors were also examined for their differences on independent and dependent variables. Data were collected based on staffs’ views through questionnaires using Stratified Disproportionate Sampling, and were analysed using descriptive and statistical tests. T-test, ANOVA, Correlation and Multiple Regression Analysis were used in the statistical tests. Findings from the descriptive analysis showed that MS IS0 9002 certification has improved service quality, work uniformity and provided a more systematic and greater clarity of work standards and procedures in JPPH. However, the implementation of MS IS0 9002 certification did not explain significantly on productivity enhancement, work simplicity, time saving and reduction in both unproductive work and bureaucracy. The ANOVA test showed there were differences in commitment and understanding level among staffs of various posts. Staff commitment did not show differences from the aspect of gender, service duration and courses attended. The Correlation test showed that all the three independent variables have moderately strong-chained correlations with coefficients between 0.465 and 0.585. From the Multiple Regression Analysis, all the three independent variables gave significant variance on the effectiveness of MS IS0 9002 certification whereby understanding level was the highest and the most important contributor towards the effective implementation of MS IS0 9002 in JPPH. This study has also identified the strengths and weaknesses of the Quality System of MS IS0 9002 certification in JPPH. The main problems identified are the use of too many forms and the non-uniformity of work practices and procedures among branch offices. 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Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta

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