PAD253 Course.Info.March2021

MARCH – AUGUST 2021| Norhayati Yaacob

AM110 DIPLOMA IN PUBLIC ADMINISTRATIION
Faculty of Administrative Science and Policy Studies
UiTM KELANTAN

TABLE OF CONTENTS

NO. ITEMS PAGES
1.0 COURSE INSTRUCTORS 1
2.0 COURSE PROFILE 2
3.0 COURSE CONTENTS
4.0 COURSE ASSESSMENT 3-4
5.0 PROJECT GUIDELINES 5

6 - 10

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MARCH – AUGUST 2021| Norhayati Yaacob

1.0 COURSE INSTRUCTORS

DR. NOR RAIHANA ASMAR MOHD NOOR
Lecturer in Charge
Site Office: CB-3-14
Mobile Number: +6013-216-1382

MS. NORHAYATI YAACOB
Lecturer
Site Office: CB-3-22
Mobile Number: +6013-300-1691

MS. NURSYAHIDA ZULKIFLI
Lecturer
Site Office: D344
Mobile Number: +6019-994-8472

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2.0 COURSE PROFILE

Code : PAD253
Course
Level : Principles of Public Sector Quality Management
Credit unit
Contact hours : Diploma
Part
Course status :3
Prerequisite
Division of : 2+1=3
Assessment (%)
Course Learning :4
Outcomes (CLO)
: Core
Program Learning
Outcomes (PLO) : None

: 60% Continuous Assessment

40% Final Assessment

: CLO1 Apply the concepts and principles of quality
and total quality by different quality experts
(C3).

CLO2 Demonstrate managerial skills through
conducting quality management projects
that gives impact to quality management
(A3).

CLO3 Display the importance of quality
management principles towards individual
and society (P2)

: PLO1 Cognitive

PLO6 Psychomotor

PLO7 Affective

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3.0 COURSE CONTENTS

CHAPTER TOPIC

1 DEFINITION OF QUALITY
1.1 Definition of Quality Control (QC)
1.2 Definition of Quality Assurance (QA)
1.3 Definition of Total Quality (TQ)
1.4 The Key Elements of TQ
1.5 TQ Views of Quality vs Traditional Views of Quality
1.6 The Islamic Perspective of Quality

(Excluded from Final Assessment)

2 TOTAL QUALITY EXPERTS
2.1 General Quality Experts
o W. Edward Deming
o Joseph M. Juran
o Philip B. Crosby
o Armand V. Feigenbaum
2.2 Service Quality Experts
o Parasuraman
o Valarie A. Zeithaml

(Excluded from Final Assessment)

3 TOTAL QUALITY MANAGEMENT IN MALAYSIAN PUBLIC
SECTOR
3.1 Historical Development of Total Quality in Malaysian Public Sector
3.2 Definition of TQM (Concept and Characteristic)
3.3 Principles of TQM in the Malaysian Public Sector
3.4 Requirements for implementing TQM in Malaysian the Public Sector
3.5 TQM Implementation Approaches to be Avoided

4 SERVICE QUALITY IN PUBLIC SECTOR
4.1 Definition of Service Quality
4.2 Characteristic of Services
4.3 Dimensions of Service Quality

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CHAPTER TOPIC (continued)

5 CUSTOMER FOCUS IN PUBLIC SECTOR
5.1 Definition of Customers
5.2 Identifying Customer’s Needs in the Public Sector
o Internal Customer’s Needs
o External Customer’s Needs
5.3 Customer/Client’s Charter (characteristics)
5.4 Characteristic of a Customer Focus in the Public Sector

6 ETHICS IN PUBLIC SECTOR QUALITY MANAGEMENT
6.1 Definition of Ethics

6.2 Factors Determining Ethical Behaviour in the Public Sector
o Trust and Total Quality
o Values and Total Quality
o Integrity and Total Quality
o Responsibility and Total Quality

7 QUALITY MANAGEMENT AWARDS AND STANDARDS
7.1 ISO 9000
7.2 Prime Minister Innovation Award (AIPM)
7.3 5S and EKSA

(Excluded from Final Assessment)

8 QUALITY CULTURE AND THE FUTURE OF QUALITY
MANAGEMENT IN PUBLIC SECTOR

8.1 Definition of Quality Culture
8.2 Establishing Quality Culture in the Public Sector
8.3 Maintaining Quality Culture in the Public Sector
8.4 Challenges of Quality Management in the Public Sector

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4.0 COURSE ASSESSMENT

COURSE ASSESSMENT
100%

CONTINUOUS FINAL
ASSESMENT ASSESSMENT

60% 40%
(After Week 14)

70 MCQs

Test Project
20%
(Week 6) 40%
(Week 12)

Report
20%

Presentation
20%

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MARCH – AUGUST 2021| Norhayati Yaacob

5.0 PROJECT GUIDELINES

1. Students are required to conduct an assignment in a team of between 4 to 5 members. The
theme of the project is A PROPOSAL ON THE EKSA ADMINISTRATION OF A PUBLIC FACILITY.

2. The objectives of this project are:
(a) To increase student’s understanding on the concept and application of EKSA.
(b) To develop student’s awareness of and responsibility for their social, physical, and
natural environments by working independently and collaboratively for the benefit of
communities.
(c) To inculcate and incorporate the Islamic values in total quality management activities.

3. The assigned project should be prepared in accordance with the required guidelines, in
which each team must produce:
(a) A Report (50 marks – 20.0%) – in the form of a DIGITAL BOOKLET; and
(b) A Presentation (50 marks – 20.0%) – in the form of a DIGITAL VIDEO.
These digital contents might be required to be shared on selected social media platforms
determined by the instructors later.

4. In this assignment, each team has to choose a MOSQUE as the subject. The team is required
to conduct an analysis on the mosque’s current quality environment (QE) and identify at
least TEN (10) aspects of the facility which are not sufficiently conducive in the perspective
of EKSA or 5S practices. Subsequently, propose improvements to rectify the matters.

A Proposal on the EKSA Administration of a Public Facility

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REPORT CONTENTS

PRELIMINARY PART: (ROMAN NUMERALS)
i. Title/Cover Page
ii. Team Members
iii. Acknowledgement
iv. Abstract
v. Table of Contents

MAIN BODY: (ARABIC NUMERALS)

PART 1: INTRODUCTION TO EKSA
1.1 Definition of EKSA
1.2 Objectives of EKSA

PART 2: OVERVIEW OF THE MOSQUE
2.1 Background of the Mosque
2.2 Management Structure
2.3 Services and Activities

PART 3: PROPOSITION FOR EKSA ADMINISTRATION
3.1 Committee Structure

Generate and illustrate the proposed organizational chart, identifying relevant
designations to carry out the EKSA initiative. Provide descriptions for key roles.
3.2 Identification of Zones
Obtain layout of the entire facility area and the floor plan of the mosque. Divide the
facility into smaller zones of workable EKSA/5S review and describe the purposes or
functions of each zone and its accommodations.
3.3 Documentation of Issues and Recommendation of Rectifications
Examine and recognize 5S issue(s) in each zone, displaying pictures and explanations
of the subjects. Recommend transformations to be undertaken to the subjects,
offering detail illustrations and descriptions of the anticipated outcomes.

PART 4: CONCLUSION AND LEARNING REFLECTIONS
4.1 Conclusion

Discuss the benefits of EKSA and 5S administration to the mosque if it embarks on
the initiative.
4.2 Learning Reflections
Describe the challenges faced in the completion of this project and lessons learned
from the experiences.

SUPPLEMENTARY PAGES
o References (in APA style)
o Appendices (if any)

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MARCH – AUGUST 2021| Norhayati Yaacob

REPORT FORMAT

No. Specifications Details

1. Submission of The Digital Booklet in the form of pdf flipbook to be submitted
Report to the instructors. The instructors might also require the
contents to be shared on social media platforms.

2. Length of The main body of the report is between 20 to 25 pages
Report including graphics and quotations.

3. Front Cover The following should be lettered in black on the front page:
a) Title of the Report
b) Full Name of the Instructor
c) Date of Submission

4. Font and Line The font type is either Calibri, Arial, or Times New Roman:
Spacing a) Minimum 11-font size for abstract, acknowledgement, table

of contents, main body, and references/bibliography
b) 10-font size for block quotations

5. Size and Margin The page size of A4 with the margins as follows:
a) Left margin - 3.8 cm or 1.5 inches
b) Right margin - 2.5 cm or 1.0 inch
c) Top margin - 2.5 cm or 1.0 inch
d) Bottom margin - 2.5 cm or 1.0 inch

6. Paragraphs and The main body text should be justified; including the first line of
Line Spacing every paragraph (the first line should not be indented). In the
main body, use line spacing of 1.5.

7. Pagination The page numbers should be placed at the bottom of the page
and centred. Each page in the report, from the body onward,
should be numbered in consecutive order. This includes the text,
references, and appendices. Preliminary pages carry lowercase
Roman numerals (i, ii, iii, etc.). The first page of main body marks
the starting of pagination in Arabic numerals (1, 2, 3, etc.).

8. Citation and The citation and referencing for the report should follow APA
Referencing style. This citation and referencing styles should be used
Styles consistently throughout the report. Minimum number of
references required for the report is five (5).

9. Evaluation The evaluation is based on the criteria in SCORING GUIDES FOR
WRITTEN SKILLS provided. The total mark is 50, and students’
score will be converted to 20.0%.

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REPORT SCORING GUIDES

SCORING GUIDES FOR WRITING SKILLS

POOR FAIR - GOOD VERY GOOD -
EXCELLENT

NO. CRITERIA 0 1 2 3 4 5 6 7 8 9 10
1 Relevancy: The overall content demonstrates the topics assigned.

2 Organisation of Writing: The main points of the topics are
summarized accurately and thoroughly and are organized in a logical
way.

3 Content Knowledge: Content is logically and sequentially organized,
and opinions ideas and arguments are clearly presented.

4 Depth of Content: Information is accurate and includes an
explanation of key concepts and theories, as well as a clear description
of the results and the importance of the results.

5 Documentation/Appearance/Layout: Report is original (no
plagiarism), neat, no grammar or spelling errors, and writing style (font
type/size, spacing and information required) is according to format.

TOTAL MARKS (50)

No. Specifications PRESENTATION FORMAT
1. Submission of
Presentation Details
The format of the Digital Video depends on the creativity of
2. Length of student, e.g. YouTube, PowToon, PPT slides, etc. to be submitted
Presentation to the instructors. All team members should participate in the
pre-recorded presentation and live Q & A session.
3. Evaluation (a) The representatives from the organization might be invited as

panel members to evaluate the presentation.
(b) The instructors might also require the contents to be shared

on social media platforms.

The length of the video is between 15 to 20 minutes. It will be a
live Q&A session following the video presentation.

The evaluation is based on the criteria in SCORING GUIDES
FOR PRESENTATION SKILLS provided. The total mark is 50,
and students’ score will be converted to 20.0%.

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MARCH – AUGUST 2021| Norhayati Yaacob

PRESENTATION SCORING GUIDES

SCORING GUIDES FOR PRESENTATION SKILLS

POOR FAIR - GOOD VERY GOOD -
EXCELLENT

NO. CRITERIA

0 1 2 3 4 5 6 7 8 9 10

1 Introduction/Abstract: The introduction presents the overall topic and
draws the audience into the presentation with compelling questions.

2 Content Knowledge: The content is clearly and concisely written with
a logical progression of ideas and supporting information.

3 Organization of Poster/Slides: Able to demonstrate full knowledge of
the material and can describe and elaborate on expected questions.

4 Poster/Slides Design: Poster is attractive in terms of design, colours,
layout and neatness.

5 Originality: Contents is original (no plagiarism), neat, no grammar or
spelling errors, and writing style (font type/size, spacing and
information required) is according to format

TOTAL MARKS (50)

10