Page 73 - TRAINING MODULE_BTM

BUMI TUNGGAL MAJU SDN BHD TRAINING MODULE

Quality assurance

Quality assurance combines the setting of standards and the process of documentation of the
method of checking against the specified standards (Wright 1999, 173). Quality assurance will in
most cases include a third party approval from a recognized authority namely: ISO 9000 series or
INSTA 800. Quality assurance also uses inspection and control as its basis approach and in
addition, requires a detailed or comprehensive quality manual, recording of quality costs and the
occasional use of statistical process control as well as sampling techniques for random checking.
In quality assurance, a complete audit of quality systems must be done.

The rules for certification in cleaning are developed with the aim of providing quality cleaning
that encourages a good indoor environment. Certified cleaning means thecleaning that is
performed in accordance with the requirements specified in the certification rules, by an
approved cleaning contractor.

Total quality management

Total quality management is an approach to improving the competitiveness, effectiveness and
the flexibility of the whole organization. It is essentially in a way of planning, organizing and
understanding each activity, and depends on each individual at each level. In order for an
organization to be fully effective, each part of the organization must work properly and together
towards the same goals as each must recognize that each part and activity depends on the other.

Total quality management must be applied throughout the whole organization and must involve
top executives to the basic staff. It is a way of improving performance by reducing time wasted
on ineffective policies and calls for a problem-prevention mentality by removing barriers that
exist in all key areas. TQM is a vision of continuous quality and demands a culture whereby all
members of an organization must on a daily basis continually improve quality by finding ways of
improving performance. The vision of quality must begin with the chief executive and pass down
to the staff. If a passion for quality exists, then the process will paradoxically work in from top-
down, down-top and vice versa.

In cleaning services, it is often the cleaning staff (front-line staff) that physically interacts with
customers and the general public when providing the cleaning services.

Consequently, the customer or public will perceive the company’s image from the point of view
of the cleaning staff. It is at this lowest level that the company must rely on the continuing of the
daily level of quality. Front-line staff has a significant role to play in an organization’s to
implementation process.

A culture of quality must be observed and be ingrained in all members of the organization. The
management will of course carry the continuous responsibility for planning and providing the
resources or tools necessary to enable the workers perform their jobs.

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