1.

1 Learning Reaction
TOPIC 1 : CONCEPT OF QUALITY
The first week, my lecturer Cik Hjh Hayati binti Hj Abd Hamid begins with the
introduction. She briefly explained about the objectives of the course, learning outcomes and
the assessment. The explanations were good and give us more information about this course. I
think this course must be a little bit difficult and needs a lot of focus during tutor and lecture
class. For the first week, learning process did not start yet and it make me difficult to implement
anything into my daily life or my personal life. So, I need to wait until the learning process start
at the second week.
For the second week, Cik Hjh Hayati started the learning process with the introduction in
Topic 1. After learning this topic, we can more easier to identified what is quality in all different
perspective. The concept of quality that we need to learn such as quality assurance, quality
control, total quality and also Islamic perspective of quality. From what I had learned, there are
some definitions of the concept of quality. According to Goetsch & Davis (2006), quality means
doing the right thing right the first time, always striving for improvement, and always satisfying
the customer. I think we all need to know more about what is quality because it is related to our
daily life. My lecturer, Cik Hjh Hayati is a kind and beautiful person. I love the way she teaches
us because I think she teach with a professional way as a lecturer. She tried her best to make
us understand by explained what is quality very clearly. After learning this topic, I think it is not
so difficult to understand and can automatically implement it into my daily life. However, in this
topic I love to learn about the difference between quality assurance and quality control. Before I
learn about this topic, I assumed that this two quality as the same things. Now, I can
differentiated both of the quality clearly and this two quality usually used in a factory.







TOPIC 3 : TOTAL QUALITY MANAGEMENT (TQM) IN THE PUBLIC SECTOR
Next, we learn about Topic 3. Based on the explanation by Cik Hjh Hayati, we can
understand the concept of TQM, seven principles of TQM, implementation TQM in the public
sector, and the last one is TQM implementation approaches to be avoided. From what I had
learned, TQM is focuses on the development of quality systems and work processes. This TQM
is a continuous process that involved the whole organization and also encompasses all
operations or activities pertaining to an organization. These topic need me to focus a lot
because all part are very important to memorizes. Cik Hjh Hayati also explained very clearly
about the similarities and differences between TQM in the public sector and private sector
because she dont want us confusion. One of the similarities and differences is about the
performance measurement. Performance in the private sector is easy to quantify as the
products are tangible while performance in the public sector is difficult to quantify as the
products are intangible. However, in this topic there are TQM implementation approaches to be
avoided. For example, the employee train all the workers at once (about the same time).
Training all workers at once may end up having workers who have no use for the training for
months or years. By the time, not having applied their new skills, the workers might have
forgotten most of the training. So, the best solution for this problem is the employee need to
train the workers in a small group just in time. Zero defect or error free is the main objective of
TQM. In the features of TQM there are some strategies which as continuous improvement,
strategic action, control of quality costs, preventive action and lastly the systematic problem
solving.



2.0 Application to My Daily or Personal Life

After learned about these two topics, I would like to implement it into my daily life. Firstly,
we as a customers, clients or product users should know a detail about the product that we want
to buy, especially its quality. Let say we buy a food, for example cake. Firstly, we must know the
expiry date, the ingredient or is it packed properly or not. As teenagers, we actually more
interested to buy high quality and branded product. For example, Adidas, Nike, Levis and other
product that suitable with our age as teenagers. For me, I dont mind if the product is not
branded, the most important thing is about the quality. Besides that, I more prefer to buy regular
or local product but it must have a quality. Quality not only for a product, but during work we
also have a quality. For example, before this Im doing part-time work as a waitress at small
restaurant. As a waitress that always communicates with customer, I need to try my best to give
a good service and served them with a nice attitude. If we give our customer the best quality in
service, the result will be better. By doing this, it shows that we take seriously about the quality
of the services. From my view, communicate with customer is not easy as we thought because
they always right whether we like it or not. The leader also needs to give a commitment in total
quality management as the way to achieve the customer satisfactions. As a leader, they should
divide their workers to a few groups and make them work in a team to make sure they can
share the creative and innovative ideas to improve the quality and make the customer satisfied
with their performances.







FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDY
DIPLOMA IN PUBLIC ADMINISTRATION
INTRODUCTION TO PUBLIC SECTOR QUALITY MANAGEMENT (PAD 252)
LOG REPORT 1

STUDENTS NAME : SITI AISAH BINTI MISRON
TUTORIAL GROUP: AM 110 4D
TOPIC COVERED : 1-3
TUTORS NAME : MISS JENIWATY BINTI MOHD JODY