Name: Mazura binti Ngah Abd Manan

Designation: Director

Telephone: 03-8323 1999

Fax: 03-8323 2094

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

INTRODUCTION
 
The Quality Standard Division is responsible for managing the affairs of the inspectorate services, quality management, innovation, coordination and secretariat, and  publication documentation.  There are five (5) branches under this division :

1. Inspectorate

2. Quality

3. Innovation

4. Coordination and Secretariat

5. Publication and Documentation

1. INSPECTORATE BRANCH

Coordinate monitoring / inspectorate work so that Department services are executed according to Policy/Circulars/Guidelines towards achieving set objectives.

1. Plan and coordinate monitoring in every Division to ensure quality, accurate, and systematic service delivery levels. 

2. Develop, test, and evaluate inspectorate instruments, namely Checklists, User Manuals, and monitoring methods.

3. Plan, coordinate, and implement inspectorate through Self-Assessment, Periodic/Cross Inspectorate, Follow-up Inspectorate, and Mystery Shopping for Customer Service Management.

4. Plan, coordinate, and manage the preparation of Inspectorate Reports at the district, state, and institutional levels covering Self-Assessment, Periodic/Cross Inspectorate, Follow-up Inspectorate, and Mystery Shopping methods for Customer Service Management. 

5. Plan, coordinate, and prepare Inspectorate Reports for the top management of the Department.

6. Plan and coordinate the Inspectorate Action Committee Meetings (JATI).

7. Plan and coordinate inspectorate monitoring in each Division to ensure quality, accurate, and systematic service delivery levels, including identifying weaknesses or non-compliances (detective), taking proactive actions to improve (corrective), and preventing recurring issues (preventive).

8. Plan, coordinate, and provide recommendations on non-compliance reports for Customer Service Management.

9. Plan, coordinate, and provide advisory services and guidance to ensure quality service delivery across the Department.

10. Plan, coordinate, and conduct training for inspectorate officers at the division, state, district, and institutional levels to ensure inspectorate quality is continuously enhanced from time to time.

11. Plan, coordinate, and implement star rating systems at state, district, and institutional levels to grant official recognition and appreciation from the Department.

12. Plan, coordinate, and establish an inspectorate monitoring system using current technologies to ensure the methods implemented are effective and systematic.

13. Coordinate the update and achievement reports of the Customer Charter for action in every Division.

14. Coordinate implementation reports of the Electronic Customer Satisfaction Evaluation System (eRating) at state and district levels.

15. Plan, coordinate, and upgrade WeServe counter services across all state and district levels in an effort to provide efficient and consistent service to customers.

2. QUALITY BRANCH
Lead comprehensive quality management to ensure Department service delivery is carried out efficiently, systematically, and effectively for the well-being of target groups.

1. Develop and draft Social Welfare Department quality documents in accordance with Malaysian Standard ISO 9001 standards.

2. Review and update quality documents periodically for all services in scope under the Social Welfare Department.

3. Ensure the effective and continuous implementation of the Social Welfare Department Quality Management System.

4. Coordinate the implementation of ISO 9001 Quality Management System for in-scope services.

5. Coordinate appointment affairs of Internal Auditors for the Social Welfare Department.

6. Monitor and evaluate the implementation of Internal Audits in the Social Welfare Department.

7. Manage and coordinate Management Review Meetings of the Social Welfare Department.

3. INNOVATION BRANCH
Drive programs and innovation cultivation activities to encourage creative and innovative thinking among Department personnel towards organizational excellence.

A. INNOVATION CULTIVATION UNIT

1. Plan and implement the Social Welfare Department Innovation Plan 2021-2025, which includes activities to cultivate innovation within the Department.

2. Plan and implement innovation awareness programmes through campaigns, exhibitions, seminars, talks, innovation award competitions, KIK conventions, courses and workshops for Department officers and staff.

3. Implement innovation proposals from officers and staff through Business Process Reengineering (BPR) and relevant methods to gather high-impact innovation ideas for work process improvement.

4. Plan and establish Innovative and Creative Groups (KIK) in JKM and foster healthy competition by encouraging greater participation among Department officers and staff.

5. Implement Learning Organization initiatives for officers and staff as an effective platform to cultivate a culture of innovation and knowledge-sharing among Department personnel.

6. Coordinate and prepare documentation for the Public Sector Agency Star Rating (SSR Index).

7. Coordinate and serve as the secretariat for JKM Innovation Steering Committee Meetings.

8. Manage the Department Innovation Day.

B. REPLICATION AND COMMERCIALISATION UNIT

1. Provide a database to store and manage ideas, knowledge and innovations generated through trademarks, copyrights, designs, patents and intellectual property resulting from innovations produced by Department officers and staff.

2. Coordinate Department intellectual property registrations, such as patent registrations, trademarks, industrial designs and copyrights.

3. Identify and coordinate innovation projects with replication potential.

4. Identify and match innovation projects with commercialisation potential with industry partners.

5. Establish strategic collaborations and manage innovation cooperation initiatives with other agencies.

6. Plan and coordinate Department participation in national and international innovation awards, competitions and exhibitions.

4. COORDINATION AND SECRETARIAT AFFAIRS BRANCH
Coordinate Department activities and secretariat functions efficiently, systematically, and effectively.

A. COORDINATION UNIT

1. Manage conferences for Social Welfare Officers, Heads of Institutions, Assistant Officers, Social Welfare Assistants and Seconded Officers.

2. Manage engagement sessions with JKM officers and staff at state and district levels.

3. Manage strategic direction workshops for PKMD and Heads of Institutions.

4. Provide advisory services for the implementation of Department conventions, seminars, workshops, retreats and events.

5. Coordinate Department Monthly Assemblies.

6. Collect and coordinate the Department Annual Calendar of Activities, Programmes, Meetings and Commemorations.

7. Prepare and update Department guidelines and procedures related to governance standards control.

8. Coordinate the implementation of Malay Language Audits within the Department.

B. SECRETARIAT UNIT

1. Serve as the secretariat for Top Management Meetings, Division Heads Meetings, Department Morning Meetings and other meetings as directed from time to time by KPKM and TKPS.

2. Coordinate feedback for the following meetings and programmes:

• Top Management Meetings of the Ministry of Women, Family and Community Development (KPWKM);
• Secretary-General Meetings with Deputy Secretary-General, Director-General and KPWKM Directors;
• KPWKM Post-Cabinet Meetings;
• Cabinet Meetings;
• Weekly Coordination Meetings of YB Minister and YB Deputy Minister of KPWKM; and
• KPWKM Morning Prayer.

3. Coordinate and act as the secretariat for Department Gatherings with the YB Minister of Women, Family and Community Development.

5. PUBLICATION AND DOCUMENTATION BRANCH
Plan, coordinate, manage, and monitor publication and documentation programs/activities to ensure smooth, efficient, and orderly execution.

A. PUBLICATION UNIT

1. Publish Annual Reports, Journals, Bulletins and Pamphlets for the Social Welfare Department (JKM).

2. Distribute publication materials.

3. Coordinate information from Divisions for publication through Division Publication Coordinators.

4. Serve as the Secretariat for JKM Publication Committee Meetings.

5. Serve as the Secretariat for Social Welfare Journal Editorial Board Meetings.

6. Manage, coordinate, prepare and execute procurement for all printing of Department publications, including books, journals, pamphlets, posters, cards and other materials.

7. Manage International Standard Serial Number (ISSN) and International Standard Book Number (ISBN) applications for Department publications with the National Library.

B. DOCUMENTATION UNIT

1. Collect, maintain, update and store collections of Department publications and documents.

2. Coordinate the submission of JKM publication materials to the National Archives.

3. Coordinate and implement the Department repository.

C. EXHIBITION UNIT

1. Serve as the Secretariat for Department exhibitions.

2. Plan, manage, coordinate and execute Department exhibitions, including duty rosters, content and exhibition setup.

D. RESOURCE CENTRE UNIT

1. Provide quality library services.

2. Plan and execute Resource Centre programmes such as:

1. Membership Registration Campaign;
2. "Jom Membaca" (Let's Read) Campaign; and
3. Knowledge Sharing Sessions.

3. Establish the Resource Centre as a Reference and Information Centre.