QUALITY MANAGEMENT SYSTEM
MS ISO 9001: 2015
(Besut District Council)
01
BACKGROUND
The implementation of MS ISO 9001: 2008 in Besut District Council is to comply with the Public Administration Development Circular No. 2 of 2002 issued by MAMPU. The introduction of MS ISO 9001: 2008 is to establish and implement an efficient and effective quality system for customer satisfaction.
02
THE IMPORTANCE OF ISO
To achieve a consistent service quality based on international requirements
To practise an organised and systematic working culture
To guarantee improvement and customer satisfaction
To be internationally recognised as a well-managed organisation
To practise an organised and systematic working culture
To guarantee improvement and customer satisfaction
To be internationally recognised as a well-managed organisation
03
VISI
Making BESUT an outstanding, dynamic and prosperous tourism-based township
04
MISI
Committed in providing efficient, friendly and quality municipal services through optimum resource mobilisation
SCOPE OF CERTIFICATION
The implementation of MS ISO 9001: 2008 in MDBis under the scope: Development Control, Business Control, Property Valuation and Management as well as Maintenance of Infrastructure and Public Utilities.
REQUIREMENTS OF MS ISO 9001: 2008
| CLAUSE | TITLE |
| CLAUSE 4 | QUALITY MANAGEMENT SYSTEM |
| CLAUSE 5 | MANAGEMENT RESPONSIBILITY |
| CLAUSE 6 | RESOURCE MANAGEMENT |
| CLAUSE 7 | PRODUCTS / SERVICES REALITY |
| CLAUSE 8 | MEASUREMENT, ANALYSIS AND IMPROVEMENT |
MDB QUALITY POLICY
We are committed in providing the best, efficient and quality services by adopting MS ISO 9001: 2008 Quality Management System and are always striving to further enhance the delivery system and quality of services in order to achieve the requirements of stakeholders and customer satisfaction
The MDB top management shall ensure that the Quality Policy is always:
- In accordance with the MDB Mission and Vision;
- Appreciated and understood by all MDB staff;
- The quality policy is controlled and reviewed to ensure continuous suitability; and
- A foundation for the establishment and review of Quality Objectives
QUALITY MANAGEMENT SYSTEM DOCUMENTS
QMS documents should include:
- Quality Policy Statement and Quality Objectives of MDB;
- Quality Manual;
- Quality Procedures documented are in accordance with the standard requirements
- Supporting documents that help the flow of process effectively;
- Records of quality required in the standard requirements
| QUALITY OBJECTIVES | DURATION / PERFORMANCE INDICATORS |
| Coordinate and process KM, Building Plan | 90% applicationsare resolved |
| Distribute development proposals to the Technical department for review / recommendation | 3 working days after the application is registered if the application is complete |
| Coordinate and conduct OSC committee meetings | Twice a month |
| Provide application resultsnotification letter | 7 working days after the meeting is held |
| Undertake infrastructureplan reviewswithin the set timeframefor complete documents | 14 working days |
| Handle public facilities / infrastructuredamage complaints |
|
| Undertake building plan reviewswithin the set timeframefor complete documents | 14 working days |
| CFO/CCC Issuance | 14 working days |
| Provide KM and landscape plan reviews for complete documents | 14 working days |
| KM certificate | 7 working days |
| Land development review development for complete documents | 90 days |
| Notice of Valuation List amendments | 30 days after the decision of the meeting |
| Produce lease offer letter to candidates | 14 working days |
| Issuance of notice of rent arrears | More than 3 months in arrears |
| Licence Approval within the set timeframefor complete documents |
|
| Licence Renewal | Immediatelyfor those who are eligible |
| Provide training for staff competency | 80% of employees receive 8 days of training per year |
| Evaluate the performance of suppliers | 80% Grade A and B supplier |
| Appointment of staff | 6 months from the date of advertisement |
| Resolvecomplaints regarding computer software and hardware |
|
| Periodic preventive maintenance | 100% meeting the projected collection |
| Manage Revenue Collection | 80% meeting the projected amount |
| Reimburseclaims as per requirement | 14 working days |
| Handling of public complaints |
|
| Achieve customer satisfaction | 70% customer satisfaction |
MS ISO 9001: 2008 PRINCIPLES
| PRINCIPLE | TITLE |
| PRINCIPLE 1 | Focus on the Customer |
| PRINCIPLE 2 | Leadership |
| PRINCIPLE 3 | Involvement of Organisation's Members |
| PRINCIPLE 4 | Process Approach |
| PRINCIPLE 5 | Management that Practises System Approach |
| PRINCIPLE 6 | Continuous Improvements |
| PRINCIPLE 7 | Factual decision making approach |
| PRINCIPLE 8 | Relationship with Suppliers for Mutual Benefits |
CERTIFICATION BODY
MDB has appointed
SIRIM QAS INTERNATIONAL SDN.BHD.
For the purposes of certification system
MS ISO 9001: 2008 Quality Management
ESTABLISHED PROCEDURES
Quality Procedures (Mandatory)
| CODE | PROCEDURES |
| MDB – PK- GPC – 01 | Procedures for Document Control |
| MDB – PK- GPC – 02 | Procedures for Record Control |
| MDB – PK- GPC – 03 | Procedures for Internal Audit |
| MDB – PK- GPC – 04 | Procedures for Non-Compliance Product Control |
| MDB – PK- GPC – 05 | Procedures for Corrective Actions |
| MDB – PK- GPC – 06 | Procedures for Preventive Actions |
| MDB – PK- GPC – 07 | Procedures for Management Review Meetings |
Quality Procedures (Main)
Quality Procedures (Support)
