[email protected] Mgt4223 A2a

MGT4223CONTEMPORARY ISSUES IN BUSINESS &

MANAGEMENTINDIVIDUAL ASSIGNMENT 2

Name : Ian Tan Tim Eian (K12000762)Programme : BBDUH Session : January 2016Lecturer Name : Ms. Athanasia NointinDate of Submission : 26/02/2016Number of words : 2116

RUBRIC - Standard Assessment & Grading Criteria for HBS Coursework (Essay)

Module Code: MGT4223 CONTEMPORARY ISSUES IN BUSINESS AND MANAGEMENT Lecturer: Dr. Sethela June Student: ________________________________________

ESSAY Presentation & structure

Use & presentation of Harvard Referencing

Content/ Terms/ Findings/ Definitions/ Calculations

Breadth / Depth / Integration of Literature

Analysis /Critical evaluation /Discussion /Exposition/Reflection

Any other lecturer instructions

Task details

Follows essay structure & keeps to word limit of 2000

Follows Harvard style for in-text citation & Reference List

Use a minimum of 10 sources

Content included – -A brief

literature review, which contain the description of the concept of diversity. Evidence on how diversity initiatives and programs help create a climate that values diversity. Provide relevant examples to support the discussed initiatives and programmes that have been carried out by companies.

Able to reflect on what skills being developed and how and what have learnt from the course module.

Integration & application of information from relevant literatures obtained from journals.

Line of argument and development of discussion can be found in the essay. Good use of relevant verbs can be seen in the essay.

/marks /e.g. 10 Marks

/e.g. 5 Marks

/ e.g. 40 Marks

/e.g. 15 Marks

/e.g. 30 Marks

Lecturer comments:

80-100

Outstanding

Outstanding... Presentation & essay structure, with flowing paragraphs.

Articulate & fluent academic writing style

No grammatical / spelling errors.

Outstanding... Standard of referencing within text & consistent use of Harvard referencing system.

Accuracy of in-text references & full details shown in Reference list.

Outstanding... Exploration of topic showing excellent knowledge & understanding through thorough & appropriate research.

Impressive choice and range of appropriate content.

Outstanding... Business insight & application.

Breadth, depth & integration of literature/data into work.

Outstanding... Level of discussion/analysis/ critical evaluation &/or reflection.

Highly developed/ focused work.

70-79

Excellent

Excellent ... Presentation & essay structure, with flowing paragraphs.

Articulate & fluent academic writing style.

Only a minor error.

Excellent... Standard of referencing within text & consistent use of Harvard referencing system.


Excellent ... Level of knowledge & understanding demonstrated.

Evidence of appropriate reading.

Covers all relevant points & issues.

Excellent ... Business insight & application.


Excellent... Level of discussion/analysis/ critical evaluation &/or reflection clearly developing points in the appropriate way with thorough consideration of all possibilities.

60-69

Very Good

Very good... Presentation & essay structure, with flowing paragraphs.

Fluent academic writing style.

Very few grammatical errors & spelling mistakes.

Very good... Standard of referencing within text & consistent use of Harvard referencing system.


Very good... Level of knowledge & understanding demonstrated.

Covers most relevant points & issues.

Few errors / omissions in content/calculations.

Very good... Business insight & application.


Very good... Level of discussion/analysis/ critical evaluation &/or reflection & a few ideas/points could benefit from further development &/or evaluation/comparison.

50-59

Good

Good... Clear presentation & essay structure with paragraphing.

Writing is mainly clear but some spelling &/ or grammatical errors.

Good... Standard of referencing within text & consistent use of Harvard referencing system.


Good... Grasp of the topic & some of its implications presented.

Knowledge & understanding is demonstrated.

Minor errors / omissions in content/ calculations.

Good... Business insight & application.


Good... Level of discussion/analysis/ critical evaluation &/or reflection but more ideas/points could be addressed /developed further.

40-49

Satisfactory

Satisfactory... Basic essay structure.

Not always written clearly & has grammatical & / or spelling errors.

Satisfactory... Basic referencing within text & consistent use of Harvard referencing system.


Satisfactory... Content / level of knowledge of the topic. Addresses part of the task. Some errors / omissions in content/ calculations. May benefit from further research.

Satisfactory... Business insight & application. Limited integration with literature/ data.

Use of literature/data but limited in breadth OR depth.

Satisfactory... Basic evidence of discussion/analysis/ critical evaluation &/or reflection but some points superficially made so need further development.

30-39

Marginal Fail

Weak... Essay format, limited or poor structure.

Muddled work with many spelling & / or grammatical errors.

Weak...Use of Harvard referencing system with errors & inconsistently applied. Limited referencing within the text. Limited accuracy of in-text references compared to those in the final Reference list.

Weak... Limited content / knowledge/ calculations. Limited or muddled understanding of the topic/question.

Does not meet all the learning outcomes.

Weak... Unsatisfactory evidence of business application & insight

Work needs to show better links between practical application & theory.

Weak... Limited evidence of discussion/analysis/ critical evaluation &/or reflection.

More development & comment needed. May need to do more than describe.

20 – 29

Clear Fail

Inadequate... Essay format & poor paragraphing / signposting.

Inappropriate writing style

Poorly written &/or poor spelling & grammar. Must see CASE

Inadequate... Use of Harvard referencing with many errors &/or inconsistencies.

Must see CASE

Inadequate... Lacking in relevant content/ knowledge/calculations. Content irrelevant / inaccurate. Does not meet all the learning outcomes.

Inadequate... Lacks evidence of business application & insight. Some literature irrelevant to topic.

Inadequate... Lacking / inadequate level of discussion/ analysis/critical evaluation & /or reflection. Descriptive.

Must see CASE

1 – 19

Little or Nothing of

merit

Nothing of merit... Poorly written work, lacking structure, paragraphing / signposting.

Many inaccuracies in spelling & grammar. Must see CASE

Nothing of merit... No or little attempt to use the recommended Harvard referencing system.

Must see CASE

Nothing of merit... Unsatisfactory level of knowledge demonstrated.

Content used irrelevant / not appropriate/ to the topic. Does not meet the learning outcomes.

Nothing of merit... No evidence of appropriate business application & insight.

Nothing of merit... Unsatisfactory level of discussion/analysis/critical evaluation &/or reflection

Must see CASE

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Module Title: Module Code: Module Leader (Lecturer):

Tan Ian K12000762 Marketing For Small Enterprises MGT 4223 Athanasia

Programme Code BBDUH Year: 2016Assignment Title:INDIVIDUAL ASSIGNMENT – Contemporary issues in business and management

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Table of Content

040708

Instructions to the lecturer: The bottom yellow copy to be returned to student with the mark assignment Top white copy of this form should be retained for Examination Board purposes by the module leader

s1.0 Introduction..........................................................................................................................................1

2.0 Managing quality and performance...............................................................................................2

2.1 TQM in Malaysia..............................................................................................................................3

2.2 TQM in Tanzania..............................................................................................................................4

2.3 Comparison......................................................................................................................................5

2.4 Challenges of implementing ISO 9000......................................................................................5

2.5 Measure performance....................................................................................................................6

2.6 Alternative strategy........................................................................................................................6

3.0 Conclusion...........................................................................................................................................6

4.0 References............................................................................................................................................7

5.0 Appendices...........................................................................................................................................9

Number of words: 2116

1.0 IntroductionGlobalization can be defined as a combination of people, firms and

government. Globalization can affect how business being manage by an

organization (Green, 2016). It is something that cannot be control and it will sweep

all over the world like an economic tidal wave. However, there will be pros and cons

of the existence of globalization. The positive impact of globalization is that it gives

customer and companies to have better access to worldwide market from different

countries. With the existence of worldwide market, there will be more production

sector and people can invest more in different companies (Gordon, 2016).

However, there are also downside of globalization that can affect the

performance of business. Globalization can cause many people to be unemployed,

this is because companies would want to outsource their workers to a more

developed country so that they could help reduce the labour cost and to increase

their profits. All this downside of globalization will affect the performance of a

business. It will affect business managers to diversify their management structure,

adopt the innovation of technology, face competition, find cheap labour and raw

materials (Ganguly, 2016).

Quality and performance are two different things. Performance management

is something like a process to help an organization to achieve their short or long term

goal and mission by developing effectiveness, empowering employees, and good

decision making process (Rabinowitz and Vilela, 2016). Where else for quality

improvement, it is a process that improves services or products to the next level to

give a better or more longer lasting effect for customers. Quality performance is

important because customers are sensitive to the needs and culture, it makes a

group more effective, gives strength and credibility to organization, and it is also a

model of ethical behaviours (Rabinowitz and Vilela, 2016).

According to Daft (2016a, pp661-672), there are many types of tools can be

used by organization to control their quality and performance at the workplace. For

example, feedback control model, total quality management, and many more can be

used by organizations to help manage quality and performance control.

1

2.0 Managing quality and performanceOrganizations that wants to manage quality and performance has to use total

quality management to help ease out the challenges face in future. Total quality

management is a method that focus more on quality, and it is based on the

commitment of their workers to aim a long term success through customer

satisfaction, and also to employees in the organization. It is a way to be managed

and also it helps companies or business to be more competitive advantage in the

global markets. There are also many companies who have failed in doing business

but were being restored by using this total quality management strategy (Öztayşi and

Kutlu, 2011). Total quality management is widely use around the world because of

the interrelationship and effect of different elements and practices on key business

results, particularly on more develop or advance countires (Sabella, Kashou and

Omran, 2014).

According to Sabella, Kashou and Omran (2014), they strongly agree to

Vecchi and Brennan (2011) about total quality management has impact on

leadership, strategic planning, people management, customer oriented, information

and analysis, and process management. According to Lau (2004), the traditional way

of quality control is no more effective and efficient in a developing country because

globalization has occurred and more advance technologies are now available to do

things more efficiently. There are many techniques that business managers can use

for total quality management and they are quality circles, benchmarking, six sigma,

quality partnering, quality improvement and many more. However, the major type of

contemporary quality and performances practice that organisation will use is

benchmarking. The meaning of benchmarking according to ReVelle (2016), is a

process to measure the products, services, and process of those known to be

organizations leader’s aspects of operations. It’s a technique to compare how the

best in class companies achieved their performance and try to implement changes

into its own company performance.

By identifying how other companies’ have successful performance, small

organizations can control and try to change new strategies to help improve their

performance and quality. The first thing that organizations can do for benchmarking

is to get the ISO 9000 standard. According to Draft (2016b, p684) ISO 9000 standard

2

is known as International Organization for Standardization. ISO 9000 standard is

used as a tool for companies or organizations to make sure their products and

services meets the requirements of customers and also to improve the quality

consistently (Iso.org, 2015). The most suitable ISO 9000 standard that can be used

for companies to set out requirements of a quality management system is the ISO

9001 which was implemented in 2015. It has been adopted in many countries around

the world to help business managers to manage the quality and performance

practices.

2.1 TQM in MalaysiaAn empirical research by Sohail and Hoong (2003) was total quality

measurement practices and organizational performances of small and medium

enterprise in Malaysia. The purpose of this research is to compare the total quality

management of small to medium enterprise with and without the ISO 9000

certification in Malaysia. In this empirical research, the research methodology that

was used to gain information is by using two things which is survey instrument and

sampling method procedure. For the survey instrument, a mail survey was

conducted and there will be six criteria that needs to be answered by managers of

small to medium enterprise. The criteria are employee training and development,

process management, quality measurement and benchmarking, top management

commitment, customer involvement and satisfaction and strategy and planning. And

for the sampling method and procedure, 500 samples of SMEs were picked using

the random sampling. In the end, 21 questionnaires cannot be used and a total of 80

questionnaires were used for the final analysis of this research.

In the findings of this research, 29 organizations which is 36% have

certification of IOS 9000 and 51 organizations which is 64% do not have certification

of IOS 9000. One of the reason why there are more not certified ISO 9000 is

because it is still a new thing in Malaysia (Jahil and Abdullah, 2001). According to

the mean score of the highest group which is the certified ISO 9000 organizations it

was founded that most managers wants customer management and quality

satisfaction. This mean shows that the reason why they wanted to get certified ISO

9000 is because they want to meet customers’ requirements and satisfaction in order

to be successful or to be sustainable in business. ISO 9000 in Malaysia will have a

positive impact to organizational performances and this was conducted by Rahman

3

(2000). So, in this findings there is no big differences between the impact of TQM

and organizations with or without ISO 9000 certification. With this ISO 9000

existence in Malaysia, more numbers of SMEs are trying to get this certificate.

2.2 TQM in TanzaniaDespite that, another research was done by Mangula (2013), which is about

the effect of quality management systems (ISO 9001) certification on organizational

performance in Tanzania. The purpose of this research is about the impacts of

quality management system which is the (ISO 9001) when organizations improve the

performance of quality and quantity of products. The research methodology that was

used in this research is by doing survey. 40 respondents were consulted by using

the simple random approach. All the data that were collected will be analysed to

calculate mean and standard deviation. Where else for the SPSS, Chi-square will be

used. Besides that, the Cronback’s Alpha was used to calculate whether the quality

of products can improve the performance of organization.

In the findings of this research, the means score shows that most organization

agrees that some particular aspects need improvement. With this means score, it

shows that most of organization wants to get IOS 9001 certified because they

wanted to reduce the customers complains and also to meet the satisfaction of local

and international standards. Moreover, they did not care more for reduction of waste

and rework jobs and elimination of potential causes of nonconforming products.

According to Colbert (2005) implementing the ISO 9001 can help business to

increase the product volume and hence increase in revenue too. This conclude that,

one ISO 9001 is being implement, demand for the particular product will increase

when quality is improved, and also reduce production cost while increase efficiency.

The positive impact of this is that it will motivate organizations to be more committed

and active.

4

2.3 ComparisonAccording to the 2 empirical research that was done, there are difference and

similarities between ISO 9000 being implemented in Malaysia and Tanzania. In

Malaysia, it is difficult to get accurate measurement because of different environment

and the focus on areas of the quality program of different firms. According to

Rahman (2000) this study also has limitations like sample size is considered small.

Despite that, another challenges that they face is that different industry type have

different requirements of organizational performance. However, in Tanzania,

implementing ISO 9000 will be beneficial to organizations because they can gain

more loyal and satisfied customers and also have competitive advantage over

competitors. These both countries have same view of getting ISO 9000 certified and

it is to satisfy customers with their product or services. However, these 2 countries

that uses survey as methodology is not an accurate way to get a full answer. This is

because not all organizational are the same and some do not require quality

management for example small businesses like small businesses. A strategy

methodology that can be used is by interviewing. According to Assarlind and Gremyr

(2016), they use interview to conduct so that managers can follow up and answer the

questions that were needed. Interviews will also be recorded and transcribed so that

interviewer can gather information by replaying the recorded interview. It is an

effective strategy to help business managers to understand and get what interviewer

ask for.

2.4 Challenges of implementing ISO 9000Not all organizations can be successful while implementing this ISO

9000, there will be barriers or limitations that business managers face. According to

Jansen (2008), companies will face challenges such as, lack of top management

support and commitment, employee resist to change, lack of understanding the

requirements of ISO 9000 system, and most importantly it is a constraint on

resources such as manpower, time and finance. Besides that, Al-Najjar and Jawad

(2011) also strongly agrees that there are also barriers while implementing this

benchmark. Another example that they add is difficulty of performing internal audits,

some ISO 9000 requirements are unrealistic, and also the absence of consulting

boards.

5

2.5 Measure performanceOne of the best way that organizations can measure performance is by using

the balanced scorecard. Balanced scorecard is a system that managers use to

control the financial measures with operational measures to develop a company’s

performance (Daft, 2016). According to Ling Sim and Chye Koh (2001), they did

mention that Kaplan and Norton (1996) says using the balanced scorecard helps

organizations to identify the inappropriate of using traditional management system.

There is a 1400 global survey that was done by Hackett Benchmarking solutions,

and they found that 50% of companies uses this Balanced scorecard to measure

performance (Amaratunga, Baldry and Sarshar, 2001). With this system being

implement, organizations can gather information and find out the major problems to

be improved and also to achieve goal.

2.6 Alternative strategyDespite using benchmarking as a technique, business managers should also

use six sigma as an alternative to help improve the management of performance and

quality. Six sigma, which envelop existing ideas and set up factual methodologies

inside of an efficient and quantifiable task based change system, it quickly

demonstrates that they are amazingly powerful in finding the genuine reasons for

variety and handling of this key part of assembling execution (Daft, 2016c, p.674).

According to Lee‐Mortimer (2006), this six sigma help companies to solve issues that

day face day to day jobs. Introducing this six sigma gives an organization a big

change in improvement.

3.0 ConclusionIn conclusion, this research shows how important how an organization implement or

do not implement the total quality management system technique. With the ISO 9000

standard being implement in organizations, it will have a positive impact to

organizational performance. Therefore, managers should start improving the

management of business by using not just ISO 9000 but other technique that can

help improve the effectiveness and efficiency to be more develop and competitive

advantage among other competitors. However, not all strategies and techniques are

effective because it all depends on various aspects of the environment, culture,

motivation any many more that can cause bad impacts on the performance and

quality of an organizations.

6

4.0 ReferencesAl-Najjar, S. and Jawad, M. (2011). ISO 9001 Implementation Barriers and Misconceptions:

An Empirical Study. IJBA, 2(3).

Amaratunga, D., Baldry, D. and Sarshar, M. (2001). Process improvement through

performance measurement: the balanced scorecard methodology. Work Study, 50(5),

pp.179-189.

Assarlind, M. and Gremyr, I. (2016). Initiating quality management in a small company. The

TQM Journal, 28(2), pp.166-179.

Daft, R. (2016a). Managing Quality and Performance. Management, 12, pp.661-672.

Daft, R. (2016b). Managing Quality and Performance. Management, 12, p.668.

Daft, R. (2016c). Managing Quality and Performance. Management, 12, p.674.

Ganguly, P. (2016). Pros and Cons of Globalization. [online] Buzzle. Available at:

http://www.buzzle.com/articles/pros-and-cons-of-globalization.html [Accessed 25 Feb.

2016].

Gordon, J. (2016). How Does Globalization Affect an Organization's Business Approach?.

[online] Webcache.googleusercontent.com. Available at:

http://webcache.googleusercontent.com/search?q=cache:http://yourbusiness.azcentral.co

m/globalization-affect-organizations-business-approach-28663.html [Accessed 25 Feb.

2016].

Green, J. (2016). How Does Globalization Affect an Organization's Business Approach?.

[online] Smallbusiness.chron.com. Available at:

http://smallbusiness.chron.com/globalization-affect-organizations-business-approach-

20077.html [Accessed 25 Feb. 2016].

Iso.org, (2015). ISO 9000 quality management - ISO. [online] Available at:

http://www.iso.org/iso/home/standards/management-standards/iso_9000.htm [Accessed

25 Feb. 2016].

Jansen, J. (2008). Relating the motivations of an SME to apply for ISO 9000 certification to

the challenges encountere during the implementation process. ISO 9000: Motivations

and Difficulties do they relate?, pp.1-15.

7

Leeâ€Mortimer, A. (2006). Six sigma: effective handling of deep rooted quality problems. �Assembly Automation, 26(3), pp.200-204.

Ling Sim, K. and Chye Koh, H. (2001). Balanced scorecard: a rising trend in strategic

performance measurement. Measuring Business Excellence, 5(2), pp.18-27.

Mangula, M. (2013). Effect Of Quality Management Systems( ISO 9001) Certification On

Organizational Performance In Tanzania: A Case Of Manufacturing Industries In

Morogoro. International Journal Of Technology Enhancement and Emerging

Engineering Research, 1(1), pp.14-19.

Ã–ztayÅŸi, B. and Kutlu, A. (2011). Determining the Importance of Performance

Measurement Criteria Based on Total Quality Management Using Fuzzy Analytical

Network Process. Advances in Intelligent and Soft Computing, pp.391-400.

Rabinowitz, P. and Vilela, M. (2016). Chapter 40. Maintaining Quality Performance |

Section 1. Achieving and Maintaining Quality Performance | Main Section | Community

Tool Box. [online] Ctb.ku.edu. Available at:

http://ctb.ku.edu/en/table-of-contents/maintain/maintain-quality-performance/

overview/main [Accessed 24 Feb. 2016].

ReVelle, J. (2016). Benchmarking Process & Learning Resources | ASQ. [online] Asq.org.

Available at: http://asq.org/learn-about-quality/benchmarking/overview/overview.html

[Accessed 25 Feb. 2016].

Sabella, A., Kashou, R. and Omran, O. (2014). Quality management practices and their

relationship to organizational performance. Int Jrnl of Op & Prod Mnagemnt, 34(12),

pp.1487-1505.

Sadiq Sohail, M. and Boon Hoong, T. (2003). TQM practices and organizational

performances of SMEs in Malaysia. Benchmarking: An International Journal, 10(1),

pp.37-53.

8

5.0 Appendices

Turnitin Originality Report

[email protected] mgt4223 A2a by Ian Eian

9

From Assignment 2 - Individual Essay (MGT4223Jan16)

Processed on 26-Feb-2016 06:34 MYT ID: 637062088 Word Count: 2116

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0%

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sources:

13% match (publications)

Benchmarking: An International Journal, Volume 10, Issue 1 (2006-09-19)


Measuring Business Excellence, Volume 14, Issue 3 (2010-08-21)


International Journal of Quality & Reliability Management, Volume 18, Issue 9 (2006-09-19)

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51% match (student papers from 06-Aug-2015)

Submitted to University of Western Sydney on 2015-08-06

paper text:

Introduction Globalization can be defined as a combination of people, firms and government.

Globalization can affect how business being manage by an organization (Green, 2016). It is

something that cannot be control and it will sweep all over the world like an economic tidal wave.

However, there will be pros and cons of the existence of globalization. The positive impact of

globalization is that it gives customer and companies to have better access to worldwide market

10

from different countries. With the existence of worldwide market, there will be more production

sector and people can invest more in different companies (Gordon, 2016). However, there are

also downside of globalization that can affect the performance of business. Globalization can

cause many people to be unemployed, this is because companies would want to outsource their

workers to a more developed country so that they could help reduce the labour cost and to

increase their profits. All this downside of globalization will affect the performance of a business.

It will affect business managers to diversify their management structure, adopt the innovation of

technology, face competition, find cheap labour and raw materials (Ganguly, 2016). Quality and

performance are two different things. Performance management is something like a process to

help an organization to achieve their short or long term goal and mission by developing

effectiveness, empowering employees, and good decision making process (Rabinowitz and

Vilela, 2016). Where else for quality improvement, it is a process that improves services or

products to the next level to give a better or more longer lasting effect for customers. Quality

performance is important because customers are sensitive to the needs and culture, it makes a

group more effective, gives strength and credibility to organization, and it is also a model of

ethical behaviours (Rabinowitz and Vilela, 2016). According to Daft (2016a, pp661-672), there

are many types of tools can be used by organization to control their quality and performance at

the workplace. For example, feedback control model, total quality management, and many more

can be used by organizations to help manage quality and performance control. Managing quality

and performance Organizations that wants to manage quality and performance has to use total

quality management to help ease out the challenges face in future. Total quality management is

a method that focus more on quality, and it is based on the commitment of their workers to aim a

long term success through customer satisfaction, and also to employees in the organization. It is

a way to be managed and also it helps companies or business to be more competitive advantage

in the global markets. There are also many companies who have failed in doing business but

were being restored by using this total quality management strategy (Öztayşi and Kutlu, 2011).

Total quality management is widely use around the world because of the interrelationship and

effect of different elements and practices on key business results, particularly on more develop or

advance countires (Sabella, Kashou and Omran, 2014). According to Sabella, Kashou and

Omran (2014), they strongly agree to Vecchi and Brennan (2011) about total quality

management has impact on 5leadership, strategic planning, people management,

customer oriented, information and analysis, and process management.

According to Lau (2004), the traditional way of quality control is no more effective and efficient in

a developing country because globalization has occurred and more advance technologies are

now available to do things more efficiently. There are many techniques that business managers

can use for total quality management and they are quality circles, benchmarking, six sigma,

11

quality partnering, quality improvement and many more. However, the major type of

contemporary quality and performances practice that organisation will use is benchmarking. The

meaning of benchmarking according to ReVelle (2016), is a process to measure the products,

services, and process of those known to be organizations leader’s aspects of operations. It’s a

technique to compare how the best in class companies achieved their performance and try to

implement changes into its own company performance. By identifying how other companies’

have successful performance, small organizations can control and try to change new strategies

to help improve their performance and quality. The first thing that organizations can do for

benchmarking is to get the ISO 9000 standard. According to Draft (2016b, p684) ISO 9000

standard is known as International Organization for Standardization. ISO 9000 standard is used

as a tool for companies or organizations to make sure their products and services meets the

requirements of customers and also to improve the quality consistently (Iso.org, 2015). The most

suitable ISO 9000 standard that can be used for companies to set out requirements of a quality

management system is the ISO 9001 which was implemented in 2015. It has been adopted in

many countries around the world to help business managers to manage the quality and

performance practices. TQM in Malaysia An empirical research by Sohail and Hoong (2003) was

total quality measurement 1practices and organizational performances of small

and medium enterprise in Malaysia. The purpose of this research is to compare the total

quality management 1of small to medium enterprise with and without the ISO

9000 certification in Malaysia. In this empirical research, the research methodology

that was used to gain information is by using two things which is survey instrument and sampling

method procedure. For the survey instrument, a mail survey was conducted and there will be six

criteria that needs to be answered by managers of small to medium enterprise. The criteria are

2employee training and development, process management, quality

measurement and benchmarking, top management commitment, customer

involvement and satisfaction and strategy and planning. And for

the1sampling method and procedure, 500 samples of SMEs were picked using the

random sampling. In the end, 21 questionnaires cannot be used and a total of 180

12

questionnaires were used for the final analysis of this research. In the

findings of this research, 29 organizations which is 36% have certification of IOS 9000

and 51 organizations which is 64% do not have certification of IOS 9000. One of the reason why

there are more not certified ISO 9000 is because it is still a new thing in Malaysia (Jahil and

Abdullah, 2001). According to the mean score of the highest group which is the certified ISO

9000 organizations it was founded that most managers wants customer management and quality

satisfaction. This mean shows that the reason why they wanted to get certified ISO 9000 is

because they want to meet customers’ requirements and satisfaction in order to be successful or

to be sustainable in business. ISO 9000 in Malaysia will 1have a positive impact to

organizational performances and this was conducted by Rahman (2000). So, in this

findings there is no big 1differences between the impact of TQM and

1organizations with or without ISO 9000 certification. With this ISO 9000 existence

in Malaysia, more numbers of SMEs are trying to get this certificate. TQM in Tanzania Despite

that, another research was done by Mangula (2013), which is about the 4effect of quality

management systems (ISO 9001) certification on organizational performance

in Tanzania. The purpose of this research is about the impacts of quality management

system which is the (ISO 9001) when organizations improve the performance of quality and

quantity of products. The research methodology that was used in this research is by doing

survey. 40 respondents were consulted by using the simple random approach. All the data that

were collected will be analysed to calculate mean and standard deviation. Where else for the

SPSS, Chi-square will be used. Besides that, the Cronback’s Alpha was used to calculate

whether the quality of products can improve the performance of organization. In the findings of

this research, the means score shows that most organization agrees that some particular

aspects need improvement. With this means score, it shows that most of organization wants to

get IOS 9001 certified because they wanted to reduce the customers complains and also to meet

the satisfaction of local and international standards. Moreover, they did not care more for

reduction of waste and rework jobs and elimination of potential causes of nonconforming

products. According to Colbert (2005) implementing the ISO 9001 can help business to increase

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the product volume and hence increase in revenue too. This conclude that, one ISO 9001 is

being implement, demand for the particular product will increase when quality is improved, and

also reduce production cost while increase efficiency. The positive impact of this is that it will

motivate organizations to be more committed and active. Synthesize According to the 2 empirical

research that was done, there are difference and similarities between ISO 9000 being

implemented in Malaysia and Tanzania. In Malaysia, it is difficult to get accurate measurement

because of different environment and the 1focus on areas of the quality program of

different firms. According to Rahman (2000) this study also has limitations like sample

size is considered small. Despite that, another challenges that they face is that different industry

type have different requirements of organizational performance. However, in Tanzania,

implementing ISO 9000 will be beneficial to organizations because they can gain more loyal and

satisfied customers and also have competitive advantage over competitors. These both countries

have same view of getting ISO 9000 certified and it is to satisfy customers with their product or

services. However, these 2 countries that uses survey as methodology is not an accurate way to

get a full answer. This is because not all organizational are the same and some do not require

quality management for example small businesses like small businesses. A strategy

methodology that can be used is by interviewing. According to Assarlind and Gremyr (2016), they

use interview to conduct so that managers can follow up and answer the questions that were

needed. Interviews will also be recorded and transcribed so that interviewer can gather

information by replaying the recorded interview. It is an effective strategy to help business

managers to understand and get what interviewer ask for. Challenges of implementing ISO 9000

Not all organizations can be successful while implementing this ISO 9000, there will be barriers

or limitations that business managers face. According to Jansen (2008), companies will face

challenges such as, 3lack of top management support and commitment,

employee resist to change, lack of understanding the requirements of ISO 9000

system, and most importantly it is a constraint on resources such as manpower, time and

finance. Besides that, Al-Najjar and Jawad (2011) also strongly agrees that there are also

barriers while implementing this benchmark. Another example that they add is difficulty of

performing internal audits, some ISO 9000 requirements are unrealistic, and also the absence of

consulting boards. Measure performance One of the best way that organizations can measure

performance is by using the balanced scorecard. Balanced scorecard is a system that managers

use to control the financial measures with operational measures to develop a company’s

performance (Daft, 2016). According to Ling Sim and Chye Koh (2001), they did mention that

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Kaplan and Norton (1996) says using the balanced scorecard helps organizations to identify the

inappropriate of using traditional management system. There is a 1400 global survey that was

done by Hackett Benchmarking solutions, and they found that 50% of companies uses this

Balanced scorecard to measure performance (Amaratunga, Baldry and Sarshar, 2001). With this

system being implement, organizations can gather information and find out the major problems to

be improved and also to achieve goal. Alternative strategy Despite using benchmarking as a

technique, business managers should also use six sigma as an alternative to help improve the

management of performance and quality. Six sigma, which envelop existing ideas and set up

factual methodologies inside of an efficient and quantifiable task based change system, it quickly

demonstrates that they are amazingly powerful in finding the genuine reasons for variety and

handling of this key part of assembling execution (Daft, 2016c, p.674). According to Lee‐ Mortimer (2006), this six sigma help companies to solve issues that day face day to day jobs.

Introducing this six sigma gives an organization a big change in improvement. Conclusion In

conclusion, this research shows how important how an organization implement or do not

implement the total quality management system technique. With the ISO 9000 standard being

implement in organizations, it will have a positive impact to organizational performance.

Therefore, managers should start improving the management of business by using not just ISO

9000 but other technique that can help improve the effectiveness and efficiency to be more

develop and competitive advantage among other competitors. However, not all strategies and

techniques are effective because it all depends on various aspects of the environment, culture,

motivation any many more that can cause bad impacts on the performance and quality of an

organizations.

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