MS ISO 9001:2015

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
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
  • Minor Cases- 7 working days
  • Major Cases- 14 working days
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
  • YDP Approval
    • 30 Days
  • Committee Approval
    • 60 Days
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
  • Software -14 working days
  • Hardware -30 working days
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
  • Channel complaintsto dept/div/ unit – 3 working days
  • Resolve cases – 7 working days
  • Resolve major cases – 14 – 30 working days
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
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BESUT DISTRICT COUNCIL,
22200 Besut,
Terengganu Darul Iman.

Sun - Thu : 8:00am - 5:00pm

T : +609 6956 388
HL : +609 6957 400
F : +609 6956 199
E : mdb@terengganu.gov.my

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