Effectiveness of ISO implementation in teaching and learning at UKM: An insight into students' perception

Abstract

The Universiti Kebangsaan Malaysia (UKM) attained its ISO 9001 certification for the management of undergraduates' examination in 2003. Since 2006, the registration scope has been extended to include six other core processes related to teaching and learning namely: programme development, promotion and students enrolment, students registration, teaching, management of examination and conferment of awards. As part of university's initiatives on continual quality improvement for teaching and learning processes, an evaluation on the effectiveness of the ISO implementation has been carried out for different level of staffs as well as internal customers that include students. This study reports the findings from a recent study aimed at identifying the effectiveness of the ISO implementation from the undergraduates perspective focusing on the quality policy, quality objectives and work instructions. The study involved 300 respondents from 14 faculties. Data is obtained using a survey questionnaire and analysed using the SPSS. For the purpose of this study, the descriptive statistical approach is deployed which includes analysis on frequency, percentage, mean, cross tabulations and correlation coefficient. Results from the study indicated that the undergraduates are satisfied with the quality management implementation related to the quality policy, quality objectives and work instructions that supports the management of academic programmes. Based on the study, improvements to the management of the academic programme will be proposed in-line with the requirements of the ISO already in place. © Medwell Journals, 2012.