A Beneficiary-Driven and Recipient-Focused Program Using ISO 9001:2000 in Teaching and Learning in Malaysian University

The ISO 9001:2000 Quality Management System (QMS) has been widely implemented in higher education institutions (HEIs) in Malaysia in order to gain sta keholders’ confidence and to maintain their quality of teaching and learning. Due to its concerns on meeting and enhan cing customer satisfaction, the ISO 9001:2000 provi des a framework for establishing a beneficiary-driven and recipient-focused academic program. A model has b een developed and implemented to highlight the importance of meet ing requirements of beneficiaries and recipients co nsistently. The model integrates beneficiary-driven and recipients focused process, effective academic monitoring syst em, measurement of key performance indicators and progr am evaluation, continuous quality audit and continu ous improvement. The advantages of this model include b eneficiaries’ recognition and confidence, conforman ce to specified criteria and standard of quality assurance; systema tic monitoring of teaching and learning processes, continuous suitability of the programs with market demand and effective monitoring of students’ performance that support students to complete their study. However, the implementati on of this model has encountered several problems sas rigidity in handling teaching and other academic matters, di fficulties in measuring the learning outcomes, gett ing cooperation from each lecturer involved in the delivery of prog ram, active and direct involvement of stakeholders and lack of student initiatives to grab opportunities for their academic achievement.