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QUESTIONNAIRE

Dear Madam/Sir
I am a student of the MCA/UTM and I am actually doing a research work on the ISO 9001:2008
Quality Management System at the MITD. I would be grateful if you could spare some of your
precious time to fill in the questionnaire. Please rest reassured that the information provided
would be kept strictly confidential and be used for academic purpose only.

Thanking you in advance for your cooperation.

Yours
Chitra Suddhoo

SECTION A: QUALITY AND ISO CONCEPTS

1. What is the most suitable definition of Quality according to you within the MITD?
(Single answer)
Meeting customer satisfaction 1
The degree of excellence of the service rendered 2
Meeting the ISO requirements 3
Exceeding the ISO requirements 4
Fitness for purpose 5
Others (if any), please specify 6
…………………………………………………………………………………………
…………………………………….

2. What is MITD doing to promote the concept of quality with the organization?
(Multiple answers possible)
ISO 9001:2008 Quality Management System has been implemented 1
Provision of a service quality 2
Ensuring that each staff fulfils his/her roles and duties 3
Constant provision of training 4
Promotes employee welfare 5
Others (if any), please specify 6
…………………………………………………………………………………………

3. How are you concerned with quality?


(Multiple answers possible)
Always aiming at excellence in what you perform 1
Showing efficiency at work 2
Your roles and duties are being fulfilled as specified by the organization 3
Providing customer service to meet customer satisfaction 4
Others (if any), please specify 5
…………………………………………………………………………………………
4. Why you are not committed towards quality?
(Multiple answers possible)
You are not committed to the organization for which you work 1
Work to earn a living 2
Quality means nothing to you 3
Quality is merely a waste of time 4
Others (if any), please specify 5
………………………………………………………………………………………

5. Are you aware of the ISO project that has been implemented in your organization?
Yes 1 No 2

6. What do you understand by the term “ISO 9001:2000’?


Please rank in order of priority (1 as being the most important)
A set of standards 1
Conformance to requirements and specifications 2
Application of a system of processes within an organization 3
Application of a system that promotes continuous improvement 4
Others (if any), please specify 5
…………………………………………………………………………………………

SECTION B: QUALITY POLICY AND OBJECTIVES

7. Are you aware that MITD has a quality policy?


Yes 1 No 2

8 Please circle what you think


Yes No
i Is the quality policy of MITD well defined? 1 2
ii Has the quality policy well communicated to all staffs? 2 2
iii Do you know what the purpose of the quality policy is? 3 3
iii Has it been explained to you? 4 4
iv Do you know the objectives with regard to quality? 5 5
v Are these objectives clear 6 6

SECTION C: IMPACT OF THE IMPLEMENTATION OF THE QUALITY


SYSTEM AT THE MITD

9 Are you satisfied with the introduction of the ISO standards in the organization?
Yes 1 No 2
10 To what extent are you satisfied with the implementation of the ISO Standards?
Very satisfied 1
Satisfied 2
Neither 3
Dissatisfied 4
Very dissatisfied 5

11 Why are you dissatisfied with the implementation of the ISO standards?
(Multiple answers possible)
The objectives behind certification have not been met 1
Creation of too much stress at work 2
Too much documentation with the system 3
Others (if any), please specify 4
………………………………………………………………………………………
……………………………………….

12 Please evaluate the following statements.


The implementation of the ISO standards in the organization has led to:

DisagreeStrongly
Strongly Agree

Disagree
Neither
i Improvement in quality services provided 1 Agree
2 3 4 5
ii Increased efficiency at work
iii Greater quality awareness by employees
iv Better documentation system
v Reduction in the rate of non-conformance
vi Improvement of work relationship at different level
vii ISO standards fosters team spirit in the MITD
viii Enhancement of the corporate and quality image of the
MITD
ix Better communication within the organization
x Increased motivation of employees
xi Opportunity to voice out any opinion or make
suggestions
xii Employees are involved in decision-making
xiii Provision of adequate resources by the organization to
achieve the objectives.

12. Have you personally encountered any problem concerning the implementation of the ISO
standards in the organization?
Don’t know 0 Yes 1 No 2

13. If Yes, please tick.


(Multiple answers possible)

Lack of commitment and participation from management


Lack of commitment and participation from employees
Misunderstanding of the related concepts
Others (if any), please specify
………………………………………………………………………………………
……………………………………….

14.According to you, what are the hindrances that have still not overcome despite the
acquisition of the ISO 9001:2008?
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………

SECTION D: FACTORS INFLUENCING THE IMPLEMETATION OF ISO


9001:2008

15. Please read each statement and tick () the appropriate box which you think is your best
level of agreement.

EMPLOYEE SATISFACTION

DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree

i I am more satisfied with my job now prior to the 1 2 3 4 5


implementation of ISO 9001:2008.
ii I feel pride when I say I work for the MITD. 1 2 3 4 5
iii I have an opportunity for professional growth and 1 2 3 4 5
development.
iv Good cooperation between co-workers exist at the MITD 1 2 3 4 5
v I am recognized for my work 1 2 3 4 5
vi The decisions made by top management concerning 1 2 3 4 5
employees are usually fair.
16 PROCESS IMPROVEMENT

DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree
i I follow the processes to perform my work

ii Good control of work process

iii The system of work is performed better than before the


1 2 3 4 5
implementation of the ISO standards
iv Customer service is better now 1 2 3 4 5
v Customers needs and requirements are met quickly now
1 2 3 4 5
prior to the implementation of ISO standards.

17 PROCESS MANAGEMENT

DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree

i There are good processes for performing the work.


1 2 3 4 5
ii Close monitoring of the work processes.
1 2 3 4 5
iii The quality of your work has increased
1 2 3 4 5

18 LEADERSHIP
DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree

i I know the organisation’s mission.


1 2 3 4 5
ii The senior leaders focus on satisfying customer
requirements. 1 2 3 4 5
iii The senior leaders motivate you to perform your work
better. 1 2 3 4 5
iv The senior leaders create a good working environment.
1 2 3 4 5
v Your immediate supervisor share information about the
organization with you. 1 2 3 4 5
vi The senior leaders give you the opportunity to follow
training programmes that will help you in your career. 1 2 3 4 5
vii The organization obeys laws and regulations all the
times. 1 2 3 4 5
viii Leaders of the organization have ever asked you about
your opinion. 1 2 3 4 5

19 CUSTOMER FOCUS
(Note: Your customers are the people who use the services of your work here I will
consider the Trainees)

DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree

i I keep in touch with my customers


1 2 3 4 5
ii My customers tell me what they need and want
1 2 3 4 5
iii I ask if my customers are satisfied or dissatisfied with my
1 2 3 4 5
work.
iv I am allowed to make decisions to solve problems for my
1 2 3 4 5
customers.

20. RESOURCE MANAGEMENT


DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree

i Enough resources are provided to perform your work


1 2 3 4 5
well.
ii The physical working environments and conditions are
1 2 3 4 5
satisfactory.
iii There are sufficient opportunities for you to receive
1 2 3 4 5
training to improve your skills in your current job.
iv Is there team spirit and team building at your place of
1 2 3 4 5
work?
v I understand the importance of my work and I contribute
1 2 3 4 5
to the achievement of the objectives of the MITD.

21 MEASUREMENT, ANALYSIS AND CONTINUAL IMPROVEMENT

DisagreeStrongly
Strongly Agree

Disagree
Neither
Agree
i I know how to measure the quality of my work
1 2 3 4 5
ii I know how to analyse the quality of my work to see if
1 2 3 4 5
changes are needed.
iii I use these analyses for making decisions about my work.
1 2 3 4 5
iv I get all the important information I need to do my work.
1 2 3 4 5
v I get the information I need to know about how my
1 2 3 4 5
organization is doing.

EVALUATIONS
22. To what extent do you agree that the following benefits have been achieved since IVTB
is ISO 9001:2000 certified?
Benefits Strongly Disagree Neither Agree Agree Strongly
Disagree Nor Disagree Agree
Improved Overall Quality Service 1 2 3 4 5
Improved Quality Management
1 2 3 4 5
System
Continuous Enhancement 1 2 3 4 5
Improved Workforce Motivation 1 2 3 4 5
Improved Image 1 2 3 4 5
Improved Customer Supplier
1 2 3 4 5
Relationship
Enhanced Organisational
1 2 3 4 5
Performance
Competitive Advantage 1 2 3 4 5
International Recognition 1 2 3 4 5
Reduced Costs 1 2 3 4 5
Increased Revenue 1 2 3 4 5
Increased Market Share 1 2 3 4 5
Increased Efficiency 1 2 3 4 5

23 To what extent do you agree that the following potential problems prevail at IVTB in
maintaining the ISO 9001:2008 QMS?

Potential Problems Strongly Disagree Neither Agree Strongly


Disagree Agree Nor Agree
Disagree
Lack of top management
1 2 3 4 5
support & commitment
Employee resistance to change 1 2 3 4 5
Lack of understanding of ISO
1 2 3 4 5
System
Constraints on resources 1 2 3 4 5
Lack of training & education
1 2 3 4 5
of employees
Unclear benefits of obtaining
1 2 3 4 5
certification
Negative reaction of staff in
relation to increase in 1 2 3 4 5
paperwork
Underestimation of the efforts
& resources prior to 1 2 3 4 5
certification
Over-development of the
Quality System in a short lapse 1 2 3 4 5
of time
SECTION E: ISO 9001:2008 QMS ON GOING PROCESS

244. Is the quality system reviewed at regular intervals (as per the internal audit plan) to
ensure its effectiveness in conformance with the ISO requirements?

Don’t know 0 Yes 1 No 2

25. How often is management review meetings carried out?


(Single answer)

As and when the need for it arises 1


Twice a month 2
Monthly
Every 3 months
Every 6 months
 6 months (please specify)
…………………………………..

26.Any other comments regarding the ISO 9001: 2008 quality management system
implemented at the MITD to improve its effectiveness and efficiency?
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……………
SECTION F: PERSONAL DETAILS

27. How long have you been working for MITD?

4 – 7 years
8 – 11 years
12 – 15 years
16 – 19 years
More than 19 years

28. Gender

Male Female

29. Job Title

Director
Deputy Director
Divisional Manager
Training Centre Manager
Assistant Manager
Coordinator
Health and Safety Officer
Training Officer/Instructor
Executive Clerk
Assistant Executive Clerk
Clerk/WPO
Receptionist
Printing/General Assistant

30 Highest qualification held:

Below SC
SC/GCE O Level
HSC / GCE A Level
Diploma Level
Degree Level
Masters and above
THANKING YOU FOR COMPLETING THE QUESTIONNAIRE