Faktor kejayaan kritikal (CSF) bagi pelaksanaan sistem pengurusan kualiti (QMS) di organisasi pengurusan fasiliti (FM)

Abstract

Quality Management System (QMS) is intended to ensure that the products facilities and services provided are meeting the needs and satisfy customer satisfaction and also helps to assist, maintain and improve the quality of existing in the organization FM. QMS can be achieved through the strategy and it cannot be achieved abruptly without a good planning and strategy. In the modernization of the world, interest in implementation of QMS of an organization is growing from year to year because it can ensures the consistency and guarantee the quality of the product. The purpose of this study is to address the Critical Success Factor (CSF) for implementing Quality Management System (QMS) in Facilities Management (FM) organization. The objectives of this research are to identify the Success Factor for the QMS implementation and to determine CSF for QMS implementation. Initial investigation including literature search and experts’ opinion within facilities management team identified and confirmed twelve CSF of QMS which are top management commitment, leadership, commitment from staff, teamworking, staff training, continuous improvement, performance management, communication, IT skills, financial, organizational culture and quality planning. Having confirmed the construct, experts’ is sought to develop the relationship among the QMS’s CSF. Structural Self-Interaction Matrix (SSIM) is used to collect the opinions and using the Interpretive Structural Modelling (ISM) methodology, the opinion are converted into binary reachability matrix. Two things are developed using the reachability matrix which are driving power and dependence diagram and the ISM based structural model for QMS’s CSF.