Challenges in Maintaining Total Quality Management (TQM) fromInternal QMS Audit Perspective: A University Case Study

Quality management system (QMS) certification has been prime agenda formany public institutions of higher education (PIHE) in Malaysia to gaincompetitive advantage in winning their target customers and stakeholders. Assuch, the concept of total quality management (TQM) has become anorganizational focus to continuously improving their products and services.However, the implementation of TQM is not an indicator that every single thingis in place. The aim of this paper is to discuss thoroughly and investigate somefindings experienced by internal QMS auditors during the internal quality auditprocess and obtain their perception toward the audit process at UniversitiTeknologi MARA, Malaysia. The questionnaire, personal (face-to-face),telephone interview and observation were methods chosen to obtain requiredinformation from selected respondents. The findings revealed that the mostcommon problem experienced by internal QMS auditors during an internalaudit is the failure to follow documented procedures. The study also indicatesthat low awareness of quality among auditees, unavailability of evidenceswhenever required, procedures not documented and unco-operative staff areproblems highlighted by internal auditors. The findings of this study provide aninsight into the implementation of TQM in PIHE and further action forcontinuous improvement could be taken for the purpose of maintaining theeffectiveness of QMS in organization.