Quality

Quality failure is costly, and the time to recover can be significant. The cost of quality failure can be categorized as internal or external. Internal failure costs are those caused by products or services that do not fulfil requirements established prior to delivery, while external failure costs occur following the delivery of products and services to external customers, which lead to customer dissatisfaction.

Terdapat dua kategori pelanggan iaitu pelanggan dalaman (internal) yang merupakan individu atau organisasi yang menerima produk atau menggunakan perkhidmatan yang ditawarkan dan pelanggan luaran...

Pengurusan Kualiti Menyeluruh (TQM) dalam sesebuah organisasi dilihat sebagai satu faktor yang sangat penting untuk mewujudkan standard yang didorong oleh permintaan atau ekspektasi pelanggan. Hal...

Most workplaces do not have a safety culture implemented, wherein safety is seen as a priority to both the managers and the workers within...

Benchmarking is a core element of continuous enhancement programs. It is a way of discovering what is the best performance being achieved. Management theory and...

Perkongsian ilmu di kalangan rakan sekerja sangat penting kerana ilmu yang dikongsi tidak akan pernah berkurangan sebaliknya akan semakin bertambah sehingga memberi manfaat kepada...

The word urgent seems to create a feeling of stress and anxiety. This might be true for those who are involved in service delivery. Creating a...

One way for government organisations to establish a sense of urgency within their customer service delivery is to understand how their citizen customers perceive...

Initiated in 2010, the Transformation Program of the Sarawak Civil Service has the mission to achieve excellence in service through High Performance Team solutions. It...

Whether in driving change within an organisation or in enhancing product and/or service delivery, it is important for leaders to instil a sense of...