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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.
Yours
Chitra Suddhoo
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
…………………………………………………………………………………………
5. Are you aware of the ISO project that has been implemented in your organization?
Yes 1 No 2
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
………………………………………………………………………………………
……………………………………….
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
14.According to you, what are the hindrances that have still not overcome despite the
acquisition of the ISO 9001:2008?
……………………………………………………………………………………………………
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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
DisagreeStrongly
Strongly Agree
Disagree
Neither
Agree
i I follow the processes to perform my work
17 PROCESS MANAGEMENT
DisagreeStrongly
Strongly Agree
Disagree
Neither
Agree
18 LEADERSHIP
DisagreeStrongly
Strongly Agree
Disagree
Neither
Agree
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
Disagree
Neither
Agree
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?
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?
26.Any other comments regarding the ISO 9001: 2008 quality management system
implemented at the MITD to improve its effectiveness and efficiency?
……………………………………………………………………………………………………
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SECTION F: PERSONAL DETAILS
4 – 7 years
8 – 11 years
12 – 15 years
16 – 19 years
More than 19 years
28. Gender
Male Female
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
Below SC
SC/GCE O Level
HSC / GCE A Level
Diploma Level
Degree Level
Masters and above
THANKING YOU FOR COMPLETING THE QUESTIONNAIRE