title: Beyond certification: The maintenance of ISO 9000 in Malaysian service organisations

authors: Ab Wahid, Roslina

subjects: ISO 9000 quality management system

abstract: This research is an in-depth study of the quality management systems of two Malaysian "government-linked companies" (GLCs) classified as being in the service industry. Both are mature holders of ISO 9000 certification and the research focuses on how they have gone about maintaining and improving their quality management system (QMS), the extent to which they have succeeded, and what management and employees of the companies feel have been critical success factors and problems to be overcome. A case study approach is used for this study. The study has been comprehensive in its data collection with 30 individual face-to-face interviews with top management, middle management, lower management in charge of operations and quality, the management representative responsible for the implementation of ISO 9000 in the case companies being conducted, 300 questionnaires being distributed to employees of both companies, and a thorough review of ISO 9000 and other quality documents carried out. The results of the study showed that the two companies maintain their ISO 9000 based on the requirements of the standard. However, to support the technical requirements and in order to maintain the quality system more effectively and strive for excellence, the study highlights the need for integrating the human resource aspects of quality management into the quality system. Critical success factors of ISO 9000 maintenance identified are top management commitment, employee involvement, recognition and reward, teamwork, continuous improvement, and quality culture. The main problems associated with maintaining ISO 9000 faced by the companies are lack of cooperation and commitment from people, lack of knowledge and training, lack of communication, and lack of awareness and understanding on ISO 9000. Measures outlined to overcome the problems include closer interaction between people, training of management and employee on ISO 9000 and related subjects, skill and competency, and better communication. The study has identified lessons to be drawn by similar companies facing similar challenges and those striving for excellence. It has provided insights into the improvements and changes brought by the continued maintenance of the ISO 9000 after certification. It has also added to the knowledge on aspects of organisational development for service companies and casting new light on various theories put forward in the quality management literature. Further, the development of a framework for effective ISO 9000 maintenance in service organisations will enable it to be tested and compared with other industry frameworks in future studies.

text: Beyond certification: The maintenance of ISO 9000 in Malaysian service organisations This research is an in-depth study of the quality management systems of two Malaysian "government-linked companies" (GLCs) classified as being in the service industry. Both are mature holders of ISO 9000 certification and the research focuses on how they have gone about maintaining and improving their quality management system (QMS), the extent to which they have succeeded, and what management and employees of the companies feel have been critical success factors and problems to be overcome. A case study approach is used for this study. The study has been comprehensive in its data collection with 30 individual face-to-face interviews with top management, middle management, lower management in charge of operations and quality, the management representative responsible for the implementation of ISO 9000 in the case companies being conducted, 300 questionnaires being distributed to employees of both companies, and a thorough review of ISO 9000 and other quality documents carried out. The results of the study showed that the two companies maintain their ISO 9000 based on the requirements of the standard. However, to support the technical requirements and in order to maintain the quality system more effectively and strive for excellence, the study highlights the need for integrating the human resource aspects of quality management into the quality system. Critical success factors of ISO 9000 maintenance identified are top management commitment, employee involvement, recognition and reward, teamwork, continuous improvement, and quality culture. The main problems associated with maintaining ISO 9000 faced by the companies are lack of cooperation and commitment from people, lack of knowledge and training, lack of communication, and lack of awareness and understanding on ISO 9000. Measures outlined to overcome the problems include closer interaction between people, training of management and employee on ISO 9000 and related subjects, skill and competency, and better communication. The study has identified lessons to be drawn by similar companies facing similar challenges and those striving for excellence. It has provided insights into the improvements and changes brought by the continued maintenance of the ISO 9000 after certification. It has also added to the knowledge on aspects of organisational development for service companies and casting new light on various theories put forward in the quality management literature. Further, the development of a framework for effective ISO 9000 maintenance in service organisations will enable it to be tested and compared with other industry frameworks in future studies.

year: 2010

title: Learning objects and the development of students’ key competencies: A New Zealand school experience

authors: Falloon, Garry

subjects: New Zealand

abstract: This paper outlines a study investigating the impact of the use of learning objects on the development of two key competencies from the revised New Zealand Curriculum Framework (Ministry of Education, 2007). It specifically focuses on the key competencies of ‘thinking’ and ‘relating to others’, and explores how teachers in an urban intermediate school (year 7 and 8) planned and integrated learning objects into a wider ‘community’ social studies topic, and the impact this integration had on student competency development. Outcomes from the study indicate that learning objects can, for some students, provide a motivating and engaging learning experience through which thinking capabilities and relationship skills can be enhanced, but that such development is dependent upon several factors including the design, content, and level of interactivity of the objects, how closely they align with learning goals, the careful selection of student groupings, and how access to the learning objects is organised and managed. The study also revealed some issues with the use of new digital data collection tools, particularly related to the accuracy of coding of visual information, and how to best translate this into text format for publication without ‘diluting’ its richness and meaning.

text: Learning objects and the development of students’ key competencies: A New Zealand school experience This paper outlines a study investigating the impact of the use of learning objects on the development of two key competencies from the revised New Zealand Curriculum Framework (Ministry of Education, 2007). It specifically focuses on the key competencies of ‘thinking’ and ‘relating to others’, and explores how teachers in an urban intermediate school (year 7 and 8) planned and integrated learning objects into a wider ‘community’ social studies topic, and the impact this integration had on student competency development. Outcomes from the study indicate that learning objects can, for some students, provide a motivating and engaging learning experience through which thinking capabilities and relationship skills can be enhanced, but that such development is dependent upon several factors including the design, content, and level of interactivity of the objects, how closely they align with learning goals, the careful selection of student groupings, and how access to the learning objects is organised and managed. The study also revealed some issues with the use of new digital data collection tools, particularly related to the accuracy of coding of visual information, and how to best translate this into text format for publication without ‘diluting’ its richness and meaning.

year: 2010

title: Whakaoranga taiao, whakaoranga tangata: The restorative, healing, and decolonising potential of environmental restoration

authors: Moore, Robert

abstract: This thesis explores the ways in which Māori who are involved in environmental restoration are able to use their experiences to reconnect with Te Ao Māori. Semi-structured interviews were conducted with three Māori who have been involved in environmental restoration in and around Kirikiriroa. These research participants were also able to speak to what they have observed in other restoration projects at their respective marae and comment broadly about this work as it is taking place across Aotearoa. It became clear through this research that the impacts of history and colonisation are still felt heavily by Māori in the environmental space today. For Māori involved in environmental restoration, this is a place where they are able to learn and share knowledge and reconnect with their Māoritanga. Environmental restoration can help restore wairua relationships with the whenua and strengthen Maori wellbeing through strengthening relationships with the whenua. Engaging in environmental restoration supports decolonisation as, for the aforementioned outcomes of doing so, being in these spaces supports the affirmation of an Indigenous identity.

text: Whakaoranga taiao, whakaoranga tangata: The restorative, healing, and decolonising potential of environmental restoration This thesis explores the ways in which Māori who are involved in environmental restoration are able to use their experiences to reconnect with Te Ao Māori. Semi-structured interviews were conducted with three Māori who have been involved in environmental restoration in and around Kirikiriroa. These research participants were also able to speak to what they have observed in other restoration projects at their respective marae and comment broadly about this work as it is taking place across Aotearoa. It became clear through this research that the impacts of history and colonisation are still felt heavily by Māori in the environmental space today. For Māori involved in environmental restoration, this is a place where they are able to learn and share knowledge and reconnect with their Māoritanga. Environmental restoration can help restore wairua relationships with the whenua and strengthen Maori wellbeing through strengthening relationships with the whenua. Engaging in environmental restoration supports decolonisation as, for the aforementioned outcomes of doing so, being in these spaces supports the affirmation of an Indigenous identity.

year: 2022