DBKU’s (TQM) Programmes

DBKU implemented TQM in 1993 to encourage continuous improvement in all the areas . A Quality Council was formed with the City Mayor as chairman.
Quality programmes and activities include:

- Quality Control Circles, work teams or “task force” for specific tasks.
- Customer feedback is encouraged through surveys, letters, dialogues, newspapers and other communication sources.
- Implementation of the 5S concept of (Seiri, Seiton, Seiso, Seiketsu & Shitsuke) and 5R (rethink, reduce, reuse, recycle & reject) to ensure a clean and healthy work environment.
- A Q suggestion System to encourage staff to put forward their ideas. Each new suggestion (non-repetitive) is given an incentive of RM1.00. An officer with the highest number of suggestions will be rewarded during KNCHs’ annual Quality Day
- Introduction of A Criteria for Standard Quality book. This book describes the standard set for each activity and how it can be achieved.
- Quality Improvement Committee which consists of Mayor, Director and Deputy Directors. They serve as auditors who study and monitor work systems implemented in each divisions.
- Improvement and Inno-vations Reports has been en-couraged since 1994. The best innovation shall receive an award during The Q-Day.

In addition to these TQM initiatives, KNCH’s Q Policy was created . There are five important elements in this policy:

1. Leadership by Example
2. Quality Workforce
3. Healthy Work Ethic
4. Customer-Driven Initiative
5. Entrepreneurial Performance

(To be continued)