IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEM IN THE OFFICE OF HEALTH KLIA

1. PURPOSE: IMPLEMENTATION OF QUALITY SYSTEMS

• Give confidence and assurance to customers; requirements are met consistently.
• Provide assurance to senior management; services provided and conveyed according to plan and requirements.
• Standard ISO 9001: 2008 Focuses on achievement and increase customer satisfaction continuously.

2. INTEREST: IMPLEMENTATION OF QUALITY SYSTEMS

• Level of customer satisfaction.
• Level of competency and fewer mistakes.
• The quality system of efficient and effective.
• Achieve objectives consistently.
• Morale and motivation level members.

3. HISTORY: THE IMPLEMENTATION OF QUALITY SYSTEMS

DATE AND YEAR	PROCESS	ACTION AND RESPONSIBILITY
1996	Development Administration Circular No. 1 of 1996	MOH
1997	Development Administration Circular No. 1 of 1996	MOH
10/10/2000	Talks implementation and awareness of MS ISO 9000 was made at KLIA Health Office	Dr Che Azlan Shah B. Shahari
04/30/2001	The first meeting of the Implementation of MS ISO 9000 by SSR is represented by 5 members of the PK KLIA
16/05/2001	Appointment of Vice First Management PK KLIA	Dr Norhayati bt Rusli
31/5/2001	The first meeting of the Implementation MS PK 9000 in KLIA	Quality unit
21/06/2001	QPIC Appointed Consultants S / B for Proposal and Development of MS PK 9000 in KLIA	Quality unit
04/12/2001	Presentation Work Procedure for the activities that will be ISO 9000 project by each unit in the PK KLIA	All Head Unit in PK KLIA
15 -19 / 7/2001	ISO 9000 Documentation courses attended by 8 people from KLIA PK	Quality unit
25/06/2003	70% of emptying Quality System Implementation in the PK KLIA is ready.	Quality unit
23-27 / 7/2003	Lead Auditor Course was first done in the PK KLIA	Quality unit
DATE AND YEAR	PROCESS	ACTION AND RESPONSIBILITY
2005	Implementation of MS ISO 9001: 2000 in MoH	MOH
29/9/2005 -2/10/2005	Documentation Workshop MS ISO 9001: 2000 Certification for Project PK KLIA
05/10/2005	Vice leaching both PK KLIA	Dr Akmal Naziah
10/2005	Update Procedures and documents in the PK KLIA	Quality unit
11/2005	Compilation and presentation of documents to the Ministry of Health / SIRIM	Quality unit
12/2005	Adequacy of the audit by SIRIM PK KLIA	SIRIM
3/2006	Internal Audit BIL 1 PK KLIA	Quality unit
4/2006	Management Review Meeting No. 1 PK KLIA	Quality unit
5/2006	Compliance Audit (Compliance) at PK KLIA by SIRIM	SIRIM
6/2006	Awarded the MS ISO 9001: 2000 to PK KLIA	SIRIM
9-10 / 10/2007	I Surveillance Audit by SIRIM	SIRIM
16-17 / 12/2008	Surveillance II audit by SIRIM	SIRIM
11 -12 / 11/2009	Recertification audit (Recertification) MS ISO 9001: 2008	SIRIM
26/3/2010	Recertification awarded the MS ISO 9001: 2008	SIRIM
8 -9 / 11/2011	1 Surveillance Audit by SIRIM	SIRIM

4. VISION, MISSION & OBJECTIVES OF QUALITY SYSTEMS IN THE OFFICE OF HEALTH KLIA

• VISION ORGANIZATION

"Towards Achieving the National Vision 2020 Healthy Demi."

•   MISSION ORGANIZATION

To create a healthy nation through health services provided in an efficient and quality.
Activities are carried out to ensure no entry of infectious diseases especially to Malaysia
through continuous involvement and participation of all parties.

• OBJECTIVES ORGANIZATION

KLIA Health Office serves to prevent entry of the disease into the country and ensure imported food complies with food legislation in the country through health promotion, prevention and control of efficient and effective.

5. PRINCIPAL ACTIVITIES IN THE SYSTEM OF QUALITY IN HEALTH OFFICIALS KLIA

• SIRIM AUDIT OFFICE OF HEALTH KLIA

Results of Audit SIRIM to KLIA Health Office Of The Year 2005 -2010

 

Number of NCR and OFI discovery of Audit SIRIM

YEAR	NON Confirmity REPORTS (NCR)	OPPORTUNITIES FOR IMPROVEMENT (OFI)
2006	1	13
2007	1	7
2008	1	5
2009	3	0
2010	3	7

Notes :

1. Each 'NCR' and 'OFI' are received by KLIA Health Office managed to make corrective and preventive actions in accordance with established standards.
   
2. - Up audits undertaken by the quality unit, PK KLIA where found things corrective and preventive actions on the NCR and OFI standard is ongoing.
   
3. Each year, NCR and Kofi given to the processes of different work. This means that no one else gets NCR process nor OFI repeated.
   

• INTERNAL AUDIT OFFICE OF HEALTH KLIA

 

Notes :

1. Each 'NCR' and 'OFI' are received by their respective units managed to make corrective and preventive actions in accordance with established standards.
2. - Up audits undertaken by the quality unit, PK KLIA where found things corrective and preventive action on 'NCR and OFI' still continued in accordance with the standard.
3. Each year 'NCR and OFI' given to the processes of different work. This means that no one else gets the 'NCR or OFI' are repeated.
4. All findings have been answered in a specified time and ensured that these things do not happen again.

• CUSTOMER SATISFACTION SURVEY

Activity	2008		2009		2010
	Target	Performance (%)	Target	Performance (%)	Target	Performance (%)
5.1 HQC	once / year	1 times (100%)	once / year	1 times (100%)	1 times	1/6 - 08/30/2010
5.2 UKKM	once / year	1 times (100%)	once / year	1 times (100%)	1 times	08/01/2010
5.3 Administration	once / year	1 times (100%)	once / year	1 times (100%)	1 times	20/9 - 09/30/2010

Notes :

1. The study is a proof that the service that is given to the customer at KLIA Health Office in the context of the high standards set.
2. Each year, achieving acceptable quality unit is more than 95% and give confidence to customers and also members of his own importance to set high standards.

Bil.	Activity
		Target	Performance (%)	Target	Performance (%)	Target	Performance (%)
1	6.1 HQC	once / year	1 times (100%)	once / year	1 times (100%)	1 times	09/01/2010 - 30/10/2010
2	6.2 UKKM	once / year	1 times (100%)	once / year	1 times (100%)	1 times	08/01/2010

• STUDY CHARTER

Goal Achievement (%) Target Performance (%) Performance target (%)

6.1 HQC once / year 1 times (100%) once / year 1 times (100%) 1 times 01/09/2010 - 30/10/2010

6.2 UKKM once / year 1 times (100%) once / year 1 times (100%) 1 times 01/08/2010

Notes:

1. Studies UKKM Charter in a row scored more than 75% of respondents who agreed with the service for food pengimportankonsaimen, importation and human tissues as well as the importation and exportation of corpses.
   
2. Study Charter in Quarantine Centre (HQC) is largely complete in 3 years in a row in which the services in the course of examination of documents and processes quarantine travelers from Yellow Fever Endemic Countries in the time period displayed in the Charter. Achieving that over 80% of customers are satisfied with the time taken.

• PERIODIC SUPERVISION

Bill	Activity	2008		2009		2010
		Target	Performance (%)	Target	Performance (%)	Target	Performance (%)
1	Periodic monitoring SPK	9 times	8 times (89%)	9 times	3 times (33%)	6 times	2 times (33.3%)

Notes :

1. Achievements in 2009 and 2010 decreased compared to 2008.
   
2. Some factors, such as Influenza A H1N1 screening activities, events vector, various new activities limit the time to reach our target.

• MEETING OUTCOME

Bill	Activity	2008		2009		2010
		Target	Performance (%)	Target	Performance (%)	Target	Performance (%)
1	Meeting Achievements	4 times	100%	3 times	75%	4 times	4 times (100%)

Notes:

1. Every year, without fail successfully implemented Achieving the meeting 4 times a year.

• MEETING OF STUDY LEACHING

Bill	Activity	2008		2009		2010
		Target	Performance (%)	Target	Performance (%)	Target	Performance (%)
1	MKSP	2 times / year	2 times (100%)	2 times / year	2 times (100%)	1 times	MKSP on 08/10/2010 (100%)

Notes :

1. This meeting should take place a minimum of 2 times a year in order to reconstitute all the problems in implementing the KLIA Health Office Management
   which strengthened the processes of correction, corrective action and preventive action.
   
2. Only in 2010, MKSP done once due to busy KLIA Health Office in activities that are not considered in the planning
   before.