%0 Conference Paper
%A Fatimah Ibrahim, 
%A Zoraini Wati Abas, 
%A Rohaya Ali, 
%A Open University Malaysia (OUM),
%B 8th Annual SEAAIR Conference 
%C Surabaya, Indonesia
%D 2008
%F library_repository:399
%K Quality Managemnt System (QMS) ; Internal Quality Audit process
%P 21-29
%T Quality management initiatives in open and distance learning university
%U https://library.oum.edu.my/repository/399/
%X As an open and distance learning institution, the Open University Malaysia (OUM) needs   to ensure that it offers quality services to its learners. A Quality Management System   (QMS) was thus established by the Centre for Quality Management and Research &   Innovation (CQMRI).  The paper describes the initiatives taken to establish the QMS and   will detail the Internal Quality Audit process. In addition, it will describe the challenges   faced by OUM in managing the four ISO 9001:2000 certified units. IQA determines the   governance and control structure in a Quality Management System. The effectiveness of   the IQA processes and procedures will be shared. It was found that the introduction of the   internal quality audit programmes has increased the level of quality awareness amongst   the staff through the internal auditor as an agent.  Interviews with the heads and   management representatives of the units were conducted to determine the challenges.    The findings are expected to be useful to other institutions who are implementing the   Quality Management System. (Authors' abstract)