PAD253/256

MAC 2024

FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDIES

DIPLOMA IN PUBLIC ADMINISTRATION

SEMESTER MARCH 2024

PAD253/256 :PRINCIPLES OF PUBLIC SECTOR QUALITY MANAGEMENT/ INTRODUCTION TO PUBLIC

SECTOR QUALITY MANAGEMENT

GROUP ASSIGNMENT (20 %)

Instruction:

1. You are required to form a group of FOUR (4) OR FIVE (5) members.

2. Each group is to choose any ONE (1) topics below:

a.TQM provides the quality assurance that customers will get what they expect, as
well as a process for managing unsatisfied customers, make needed corrections and
prevent similar reoccurrences. Explore the tools you need to achieve TQ in an
organization. (Support your answer with relevant examples).

b. Service quality is a measure of how well an organization delivers its services

compared to the expectations of its customers. Therefore, measuring service quality
is essential for any organisation that wants to improve its customer experience and
gain a competitive edge.Discuss and Support your answer with relevant examples.

c. From an Islamic perspective, quality work is part of the relationship between a

human being and Allah which is part of Ibadah. Discuss how to achieve quality work
based on Islamic view. (Support your answer with reference to public sector).

d. Quality management from Islamic perspectives includes all aspects of life. Allah
commands humans to follow the teachings of Islam as a whole for the betterment of
life in this world as well as in the Hereafter. What are the benefits of Islamic
Management. Support your answer with relevant examples).

e. Quality management refers to the process of overseeing all tasks and activities to
support the expected level of excellence in products and services. Therefore, what is
quality and why it is important to the public sector.

f. Total quality management [TQM] is an approach to improving the competitiveness,

effectiveness, and flexibility of the whole organization through the improvement of
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MAC 2024

the organizational processes and those who perform them. Discuss the pros and
cons of TQM

3. Each group not permitted to choose same question.

4. Formatting requirements are as below:

a) Arial 11, 1.5 spacing, justified.

b) Minimum This report should be between 1000 – 3000 words and students are
allowed to use secondary sources to support the report. (excluding cover sheet,
acknowledgment, table of contents, references, appendices and scoring guide).
c) Referencing and in-text citation must be available in paragraphs or text.
d) Use APA Format. (At least FIVE (5) references).
e) NO COPY and PASTE.

5. Guideline for group presentation (but, individually rated):

i. Formal attire
ii. Use power points as visual aids
iii. Strictly NO READING!!!!
iv. 20 minutes’ presentation (for 1 group), more or less based on presenter

REMINDER: PLAGIARISM IS A SERIOUS OFFENCE!