Faktor Keberkesanan Pelaksanaan MS ISO 9002 di Jabatan Penilaian dan Perkhidmatan Harta

Five branches of the Valuation and Property Services Department (JPPH), Ministry of Finance, Malaysia, which were the first to implement the MS IS0 9002 certification,
were chosen for this study. The objectives of this research are to study the effectiveness in aspects such as expediting the completion of valuation cases, improving service quality, the benefits and advantages of work standards and procedures of MS IS0 9002 certification, and to study factors that influence the implementation effectiveness. The dependent variable was the implementation effectiveness of MS IS0 9002 certification
and the independent variables were understanding, commitment and management leadership. Demographic factors were also examined for their differences on independent
and dependent variables. Data were collected based on staffs’ views through questionnaires using Stratified Disproportionate Sampling, and were analysed using
descriptive and statistical tests. T-test, ANOVA, Correlation and Multiple Regression Analysis were used in the statistical tests. Findings from the descriptive analysis showed that MS IS0 9002 certification has
improved service quality, work uniformity and provided a more systematic and greater clarity of work standards and procedures in JPPH. However, the implementation of MS
IS0 9002 certification did not explain significantly on productivity enhancement, work simplicity, time saving and reduction in both unproductive work and bureaucracy. The
ANOVA test showed there were differences in commitment and understanding level among staffs of various posts. Staff commitment did not show differences from the aspect
of gender, service duration and courses attended. The Correlation test showed that all the three independent variables have moderately strong-chained correlations with coefficients between 0.465 and 0.585. From the Multiple Regression Analysis, all the three independent variables gave significant variance on the effectiveness of MS IS0 9002 certification whereby understanding level was the highest and the most important contributor towards the effective implementation of MS IS0 9002 in JPPH.
This study has also identified the strengths and weaknesses of the Quality System of MS IS0 9002 certification in JPPH. The main problems identified are the use of too many forms and the non-uniformity of work practices and procedures among branch offices. The results of the findings are important to enable the MS IS0 9002 Management Reviewing Committee to take remedial actions to ensure smooth implementation of the quality management system.