INFORMATION ON AREA 9: CONTINUAL QUALITY · PDF fileLLyods Register Quality Assurance (LRQA) -...

Area 9: Continual Quality Improvement

INFORMATION ON AREA 9: CONTINUAL QUALITY IMPROVEMENT

9.1 Quality Improvement

Information on Benchmarked standards

9.1.1 Describe the policies and procedures for regular reviewing and updating of the internal quality assurance activities of the HEP.

UiTM Pahang’s Academic Quality Assurance policies are as follow:

Objective 1: To ensure that UiTM Pahang’s curriculum is in line with Malaysian

Qualifications Agency (MQA) professional requirements

Objective 2: To ensure that the quality of all programmes is above the standard

requirements

Objective 3: To ensure that UiTM Pahang’s curriculum is aligned with MQA and

Ministry of Higher Education (MOHE) requirements through recognition

and continual improvement

Objective 4: To assure the attaining of academic quality of world-class standards for

UiTM Pahang

UiTM Pahang’s quality management policy based on the ISO 9001 standards

complements the above policy by promising to fulfill the requirements and continually

improve the effectiveness of its management system in order to realise its vision and

mission. The procedures established for the maintenance of this system include

procedures for conducting management reviews at planned intervals, taking corrective

actions to prevent recurrence of mistakes, preventive actions, and continual

improvement through the use of its quality policy, quality objectives, audit results and

analysis of appropriate data to aid in a factual approach to decision making (Table

9.1.1.a). Reviewing and updating takes place throughout the system in UiTM Pahang.

Table 9.1.1 (a): Quality Documents and Frequency of Review

Documents Frequency Objective

Quality manuals

As necessary or at least once in three years

Compliance to ISO 9001:2008

Effectiveness of Quality Management System

Quality Procedures (Management)

Quality Procedures (Operation)


Table 9.1.1 (b) summarizes the various monitoring methods and frequency of

monitoring in ensuring quality standard teaching and learning is maintained. The

teaching and learning activities are monitored by the Quality Management Unit of UiTM

Pahang on behalf of top management, where matters that cannot be resolved at these

levels are brought to their attention for further action. Internal Quality Assurance

activities are reviewed every six months via internal audits conducted by its team of

trained auditors and lead assessors as well as surveillance audits certified by third-

party auditors.

Table 9.1.1.(b): Methods and Frequency of Monitoring of Quality Assurance Activities

Method Frequency Objective

Audit Negara Ongoing

Administrative effectiveness & efficiency

Compliance to statutes and regulations

Certification Body Audit

At least twice a year

Quality management System effectiveness

Compliance to standards Internal Quality Audit

Management Review Quality management system review and improvement

References:

1. UiTM Pahang Quality Manual

2. UiTM Pahang Quality Procedures (Management)

3. UiTM Pahang Quality Procedures (Operation)

4. Fail Laporan MKSP

5. Fail Laporan Audit Dalam

6. LLyods Register Quality Assurance (LRQA) - Fail Laporan Audit

Report Llyod’s

7. Self Review Portfolio 2009 UiTM

9.1.2 Describe the efforts taken by the internal quality assurance unit to keep abreast with the changes and best practices in quality assurance.

The internal quality assurance unit of UiTM Pahang keeps abreast with the changes

and best practices in quality assurance through various means both internally and


externally. Organisational learning occurs through networking with UiTM Shah Alam,

quality assurance units of other branches, conducting research, Annual Best Practice

conventions, auditor training sessions, discourse series as well as strategic planning

sessions .

As mentioned in the earlier section, the internal quality assurance unit based on the

ISO9001 standards complements the policy by promising to fulfill requirements and

continual improvement as to keep abreast with the changes and best practices in

quality assurance. As such, analysis reports on various aspects of quality

improvement are employed vis-à-vis the institution’s endeavor to achieve excellence

and best practices in quality assurance. The effort is evident in reports such as the

Mesyuarat Kajian Semula Pengurusan (MKSP) of UiTM Pahang.

Members of UiTM Pahang whose directly responsible for continual quality

improvement also attended courses and lead assessor courses. They are also

required to share knowledge through in-house training sessions and discussions.

Internal and external benchmarking, visits & reviews and feedback from MQA

auditors also play a significant role in helping the u to be up-to-date with best

practices in quality assurance.

References:

1. UiTM Impact Study 2007/2008

2. Akademik Blueprint Consolidated UiTM 2011-2015

3. Akademik Blueprint Consolidated UiTM April 2009

4. Dokumen Perancangan Strategik UiTM Pahang (2009-2015)

9.1.3 Identify those responsible for continual improvement within the HEP and their qualifications and experiences.

No Position/Role Name Qualification Experience

1 MQA-OBE Committee Dr Halil Paino

Phd (Auditing)

Master in Accpunting (Finance)

Involves with MQA-OBE

committee since 2009.

Hold various positions

related to academic

such as AC220 Program

Coordinator since 2002

untill 2006.


2 Head of Quality Unit (Ketua Unit Pengurusan Kualiti - KUPQ)

Hajah Sa’diah Sahat

Msc Quantitative Science

Involves with Quality

Unit of UiTM Pahang

since 2006. Holds

various positions related

to quality unit such as

Ketua Unit Kualiti,

Matematik and Statistic

Program Coordinator,

Internal Quality Auditor,

Committee of AKNC.

3 ILQaM Coordinator

Dr Khamisah Arrifin

Phd (English Language)

M.A (English)

B.Ed (Hons) TESOL

Involves with ILQam as

a coordinator since

2010. Hold various

positions related to

research and

publications UPENA

Coordinator since 2005

untill 2009.

4

Head of Audit System ISO9001 (Ketua Sistem Audit)

Mohd Norafizal Abd. Aziz

Master of Computer Science, UTM

Bachelor of Computer Science, UTM

Diploma of Computer Science, UTM

The only lead assessor

of quality in UiTM

Pahang. He holds the

position of KSA for

several years since

2006. He also held

several position in

academic and

management such as

Internal Auditor, Lead

Assessor.


9.1.4 How does the unit or department dedicated to quality assurance supports the HEP’s attempt to ensure continuous quality improvements?

MQA-OBE committee has been established to oversee the continual quality

improvement together with Quality Management Unit. This committee will sit together

with Academic Quality Assurance (AQA) of UiTM Shah Alam to define strategic

objectives and Key Performance Indicators (KPIs) as well as initiatives to achieve

these objectives.

The committee meets regularly with AQA Shah Alam to discuss issues pertaining to

academic quality assurance. In addition, UiTM Pahang is also required to follow the

migration plan for the University on the initiative towards Outcome Based Education

(OBE). The names of the OBE-MQA Committee of UiTM Pahang and list of Auditors

will be made available during the visit.

References:

1. Fail MQA-OBE UiTM Pahang


9.1.5 Describe how the HEP implement the recommendation for quality improvement and record the achievements of such implementation.

Implementation of the quality assurance plan is monitored and its performance

reported at planned intervals (basically twice a year during MKSP). These data are

analyzed to induce recommendations for quality improvements which are proposed

during management reviews for approval. Approved recommendations are

recorded specifying responsible parties and expected date of completion. The status

of implementations is monitored until completion and the effectiveness of

implementations recorded.

To support these initiatives, various systems have been developed. The scope and

type of data is based on needs and functions of relevant departments. Some of the

systems that have been developed are as listed below:

1. Universiti Teknologi MARA Pahang Website

2. Sistem Aduan Pelanggan (e-Aduan)

3. Course File Management System (CFMS)

4. Electronic Leader Evaluation System (i-Lead)

5. Electronic Employee Satisfaction Survey System (e-Emsats)


Below are examples of such systems made available online:

Figure 9.1.5 (a): Universiti Teknologi Mara (UiTM) Website

Figure 9.1.5 (b): Sistem Aduan Pelanggan (e-Aduan) Website


Figure 9.1.5 (c): Electronic Employee Satisfaction Survey System (e-EmSatS)

References:

1. UiTM Pahang Website

http://www.pahang.uitm.edu.my

2. Sistem Aduan Pelanggan (e-Aduan) website

http://www2.pahang.uitm.edu.my/aduanPelanggan

3. Electronic Employee Satisfaction Survey System (e-EmSatS) website

http://www1.pahang.uitm.edu.my/e-emsats


9.1.6 Describe the link between the quality assurance processes and the achievement of the institutional goals

The link between the quality assurance processes and the achievement of the

institutional goals is illustrated in the table below:-

Objective 1: To ensure that UiTM Pahang’ s curriculum is in line with MQA and Professional requirements

Strategic

Objective Responsibility Action

Review of

curriculum-

based on

OBE

Department of Academic Affairs (Hal Ehwal Akademik - HEA)

Faculty

Involvement of academic staffs in UiTMP

together with the responsible person in UiTM

Shah Alam to review the curriculum based on

OBE. Road show on the matter has been

conducted with the help of academic staffs

from Shah Alam.

Objective 2: To ensure that quality of all programmes in UiTM Pahang is above

the standard requirements

Ensure all

programmes

in UiTM

Pahang are

of same

standard

with other

campuses

HEA

Faculty

Liaise with UiTM Shah Alam to keep updated

information on any change of standard

requirement. For example, new syllabus is

implemented after obtaining the information

from the faculty of UiTM Shah Alam. In

addition, student performance is monitored

closely and specific action will be taken if

students do not meet the required standard.

For example, if the failure rate for a specific

subject increase or escalate, a remedial clinic will be conducted to help the students.


Objective 3: To ensure that UiTM Pahang’s curriculum is aligned with MQA and

MOHE requirements through recognition and continual

improvement

Recognition

of MQA for

all

programmes

HEA

Faculty

Working along with UiTM Shah Alam to ensure

all curriculums meet the MQA & MOHE

requirements

Objective 4: To assure academic quality of world-class standards for UiTM

Pahang

Self

accreditation

from MQA

HEA

Faculty

Planning stage

References:


2. Fail OBE Fakulti / Program

3. Fail Aktiviti Program

4. Fail Mentor-Mentee Program

Information on Enhanced Standards

9.1.7 How Prominent is the internal quality assurance unit in the organizational structure of the HEP

The OBE-MQA Unit and Quality Management Unit complement and enhance one

another functionality to manage quality assurance initiatives throughout UiTM Pahang.

Their prominence in the organizational structure can be seen through the organization

chart, attached in appendix A. The MQA-OBE Committee provides the quality

assurance plan which it monitors (as specified by UiTM Shah Alam) and Quality

Management Unit assesses and evaluates the effectiveness and efficiency of its

implementation.


References:



3. UiTM Pahang Quality Manual

9.1.8 Describe the recent and projected activities undertaken by the HEP with the purpose to ensure it remains responsive to its changing environment and in embracing the spirit of continual quality improvement.

UiTM Pahang constantly remains responsive to its changing environment by

measuring its customers’ perception regularly. This includes feedback from industrial

training agencies, prospective employers, students, walk-in customers, contractors

and lecturers.

University-wide initiatives are carried out systematically in UiTM Pahang such as

strategic planning, raising staff awareness, training team leaders, and educating

staff. In ensuring that UiTM Pahang fulfils MQA requirements, the same course of

actions has been undertaken.

No List of

Activities Frequency Issues Action

1

Mesyuarat Kajian Semula Pengurusan (MKSP)

Twice per year Revise quality objectives

Conduct motivational programmes such as Kursus Kecemerlangan Akademik (KACA)

2 Mesyuarat Akademik

Twice per semester

Students result analysis

Improve students’ results

3 Mesyuarat Pengurusan Dalaman

Regularly Budget, various issues Reduce costs

4 Strategic Planning Meeting

Twice per year

Development and improvement of infrastructure

Completion of projects on time


5 Academic Advisor programme

On-going Students’ course registration

Appointment of lecturers as academic advisors

6 OBE On-going

OBE, credit and Student Learning Time (SLT)

Conduct road shows and workshops

7 Mentor-Mentee Programme On-going Helping new

lecturers

Appointment of senior lecturers as mentor

These efforts are also supported by data and information obtained through the web

via the following mechanisms developed by UiTM Pahang.

No Mechanism

1 Course File Management System (CFMS)

2 Sistem Aduan Pelanggan (e-Aduan)

3 Electronic Leader Evaluation System (i-Lead)

4 Sistem elektronik ALUMNI UiTM Pahang

Figure 9.1.8 (a): Course File Management System (CFMS)


Figure 9.1.8 (b): Sistem Aduan Pelanggan (e-Aduan) Website Website

Figure 9.1.8 (c): Electronic Employee Satisfaction Survey System (e-EmSatS) Website


Figure 9.1.8 (d): Electronic Leader Evaluation System Website

References:

1. Fail Laporan MKSP

2. Fail Mesyuarat Pengurusan Dalaman


4. Course File Management System (CFMS) website

Link : http://www2.pahang.uitm.edu.my/cfms

5. Sistem Aduan Pelanggan (e-Aduan) website

Link: http://www2.pahang.uitm.edu.my/aduanPelanggan

6. Electronic Employee Satisfaction Survey System (e-EmSatS) website

Link: http://www1.pahang.uitm.edu.my/e-emsats

7. Electronic Leader Evaluation System Website

Link: http://www2.pahang.uitm.edu.my/i-Lead


9.1.9 What are the attempts by the HEP to have its internal quality assurance system accredited and recognized by a relevant, external and authoritative accreditation body?

Strategy

2009 2010 2011 2012 2013

Programme

Share Efficiate Harmonise Integrate Accredit

Focus

KPI and Customer Satisfaction

Efficiency Analysis Deployment Integration External

Benchmarking

Strategies

• QMS Monitoring

• Audit Effectiveness

• Improvement

• Compliance to MQA requirement

• Best Management System Practice

Online generation of:-

• Strategic planning report

• Related records (CLaMs)

• Database

• Paperless management

• (Internal) benchmarking partners

• (Internal) Best Practice Partners

• Self-Accreditation

• Internal accreditation

1. Some of the strategies above have been formulated by UiTM Shah Alam and UiTM

Pahang is following the step in order to achieve self-accreditation status. The above

core policy is supported from time to time by policies formulated based on current

development, and needs and expectations. The policy to equate Quality and Quantity

that is based on four main principles:

• substance over form and esprit de corps

• prudence/conservatism and ethics

• value for money or (3E)


• Measure What Really Matters.

2. The policy to focus on science and technology (S & T) relative to non-S&T Governed

by the ratio of 60:40

3. The policy to optimize the use of academic space

4. The policy to provide 100% accommodation for students

5. The policy of maintaining the ratio of 1:0.9 for academic and non-academic staff

References:

1. Kajian Impak UiTM 2007

2. Kajian Pengesanan Graduat UiTM Tahun 2005




6. Buku Maklumat UiTM Jilid 24 2/2008

7. Dokumen Perancangan Strategik UiTM Pahang (2009-2015)


Appendix A

Quality Assurance Monitoring

• Audit Negara • LLyods Register Quality Assurance (LRQA) • Internal Audit • Malaysian Qualifications Assurance - Outcome Based Education (MQA-OBE) Committee • Quality Unit

Universiti Teknologi MARA Pahang

Philosophy, Vision, Mission

Top Management

Teaching and Learning

• 7 Faculties

o Accounting

o Science, Computer & Mathematics

o Business Management

o Office Management

o Applied Science

o Sport Science

o Civil Engineering

• Institute of Education Development (InED)

• Executive Master in Business Administration (EMBA)

Support Services

• Academic Affairs Department (HEA)

• Student Affairs Department (HEP)

• Center for UiTM-Industry Linkage (UILC)

• Registrar

• Bursary

• Facility Management Department (Bahagian Pengurusan Fasiliti - BPF)

• Library

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