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© copyright 2012 Success Excellence Center Sdn Bhd © copyright 2012 Success Excellence Center Sdn Bhd
10 & 11 Mei 2011
Anjuran
Success Excellence Center Sdn Bhd
© copyright 2012 Success Excellence Center Sdn Bhd
Fasilitator
• Hj Nicholas Sylvester • Pengarah Urusan Success Excellence Center Sdn Bhd (Holis=c HR Development Company)
• Pengerusi Hidayah Centre Founda=on (22 Cawangan Seluruh Negara)
• MBA University of Hull UK • Sektor Korporat di USA, Labuan IOFC dan Kuala Lumpur (Bidang Pelaburan, Pengurusan, Telekomunikasi, Hartanah dan Kewangan)
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Hari Kedua Pagi ke petang
Piagam Pelanggan
Hari Pertama Pagi hingga malam
Pengenalan Mandat & Misi Visi Pengenalan Piagam Pelanggan
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© copyright 2012 Success Excellence Center Sdn Bhd
Pandangan anda pen)ng
Pandangan anda dikehendaki
Sila berikan pandangan anda!
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Peraturan Brainstorming
Peringkat 1: Tiada yang ditolak, semua pandangan diraikan, boleh menambah atas ide orang lain
Peringkat 2: Merumuskan, se=ap ide dianalisa, dibincangkan dan dikumpulkan mengikut kluster
Peringkat 3: Dihasilkan sintesis penyataan Misi, Visi atau Piagam pelanggan
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Kepen=ngan Melihat Best Prac=ces
If I have seen further, it is by standing upon the shoulders of giants.
Sir Isaac Newton
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Best Prac=ces
• Rail Net Denmark is responsible for 2,323 km of railway tracks. Approximately 3,000 trains run on the rail network every day, 24 hours a day, almost 1 million trains a year. On a daily basis, responsible for 40,000 arrivals and departures at sta=ons all over Denmark. More than 170 million passengers and 15 million tons freight are transported annually on the rail network.
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Best Prac=ces • GB Rail Opera)ons • Network Rail and the train operators run more trains across Great Britain than are run in most European countries
• 24,000 trains per-‐day • more than Spain, Switzerland, the Netherlands, Portugal and Norway combined
• 50% more than France • 60% more than Italy
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Kepen=ngan Mandat
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Definisi Mandat 1. Amanah yang diberikan oleh orang ramai. 2. Kuasa yang diberikan oleh oleh pihak
yang lebih tinggi. 3. Surat kuasa, surat perintah 4. Kuasa yang diberikan untuk mentadbir Mandat berkait dengan ‘akauntabiliti”- Kewajipan untuk
memberi jawapan dan menanggung segala akibatnya. (Kamus Dewan Bahasa Pustaka)
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Mandates
Mandates are written and unwritten rules that govern and guide an institution and its stakeholders.
Maybe directly tied to laws, by laws, ordinances, acts and charters
(Sevier, 2000)
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Oleh itu Mandat adalah
• Garis panduan tanggungjawab/kerja umum sesebuah organisasi
• Ia menjelaskan apa yang boleh dilakukan dan tidak boleh dilakukan
• Mandat asas pembinaan
pernyataan misi
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Contoh Mandat Jabatan Keretapi Negeri Sabah
1. Perlembagaan & Dasar-‐Dasar Kerajaan -‐ Akta Keretaapi -‐ Akta acara kewangan 1957 -‐ Arahan perbendaharaan -‐ Surat pekeliling Ikh=sas -‐ Dasar-‐dasar Kementerian Pengangkutan -‐ dan semua Dasar & undang-‐undang
Kerajaan Malaysia
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© copyright 2012 Success Excellence Center Sdn Bhd
Pen=ngnya misi Here is a test to find whether your mission on
Earth is finished: If you're alive, it isn't. Richard Bach
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A small body of determined spirits fired by an unquenchable faith in their mission can alter the course of
history. Mohandas Gandhi
Potensi misi
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Misi yang baik
Definisi
Kepen4ngan Best prac4ces
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Definisi Misi
Tugas khusus yang dipertanggungjawabkan kepada atau yang akan dilakukan oleh seseorang atau sesuatu kumpulan
Kamus Dewan Bahasa dan Pustaka
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Mengapa Misi Pen4ng? Membantu untuk lebih memfokuskan usaha pencapaian tujuan
Membantu mencegah terjadinya konflik dalam organisasi
Memberikan dasar bagi pengalokasian sumberdaya
Menetapkan kerangka tanggung jawab dalam perusahaan
Sebagai dasar bagi pengembangan tujuan organisasi
Statement Misi menjawab pertanyaan “What is our business?”
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MISI JKNS sedia ada
MEMBEKAL PENGANGKUTAN PENUMPANG
DAN BARANGAN YANG SELAMAT
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We develop and provide a safe, reliable and a<rac)ve railway where we con)nuously improve punctuality, traffic informa)on and efficiency
We develop the railway by planning and be builder of new construc=on and renewal projects and by ensuring the con=nued development of the railroad.
We provide infrastructure, management, and informa=on as the basis of rail opera=ons for our customers: operators, passengers and freight companies.
With safe railway, we mean both safe as a workplace and safe means of transport. Security is the basic premise of the railroad, and we must con=nually ensure that it is on the right level.
With reliable railway, we mean that the trains travel at high punctuality and with a reliable traffic informa=on. Agreements with operators and suppliers are respected, and we maintain the infrastructure, thereby crea=ng the basis for =mely traffic, while we finish our construc=on and renewal projects to agreed =me, price and quality.
With a<rac)ve railway, we mean a railway that is modern and meets user expecta=ons, and that can akract an increasing number of passengers and freight companies from other means of transporta=on.
We focus on delivering con=nuous improvement through the involvement of all employees and their competencies. We have a special focus on con=nuous improvement in punctuality, traffic informa)on and efficiency to meet the expecta=ons to Banedanmark.
Banedanmark's mission
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1. Tujuan atau sebab penubuhan organisasi anda?
(What is our basic purpose or Why do we exist?) Ianya menjawab soalan tentang apakah urusan/tugas utama (core business) yang dipertanggungjawabkan ke atas organisasi anda.
2. Kepada siapakah perkhidmatan diberikan?
(Who we serve? , as our customers: geography, segments, names) Ianya menjawab siapakah pelanggan utama organisasi anda?
3. Apakah yang hasil akhir yang diingini?
(What we produce-‐ outcome benefits: products, services, uses) atau Keperluan pelanggan apakah yang dapat organisasi anda penuhi.
4. Bagaimanakah cara untuk melakukannya?
( Our dis=nc=ve competence. (How we do it "differently", "beker", "more effec=vely" than others)
Pernyataan Misi yang baik Merangkumi
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Ak4vi4 1: Apakah Misi JKNS
Brainstorming Berkumpulan
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Ak4vi4 2: Apakah Misi JKNS
Deraf berkumpulan
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Visi
Vision without ac=on is a daydream.
Ac=on without vision is a nightmare. Japanese
The whole world steps aside for the man who knows
where he is going. Anonymous
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Kandungan Visi yang baik
Definisi
Kepen=ngan Best prac=ces
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Mengenai Visi suatu cita-‐cita, suatu mimpi mengenai masa depan
Visi adalah suatu pandangan yang jauh tentang organisasi; tujuan-‐tujuan organisasidan apa yang harus dilakukan untuk mencapai tujuan tersebut
Orang-‐ orang yang memiliki visi dapat melihat lebih jauh dari apa yang ada dan apa yang dapat terjadi, dan dengan berbuat demikian membentuk kembali dunia.
Orang yang memiliki visi & sukses seper= Gatesndari microsop,Henry Ford dari Ford Motor Company. Apa yang mereka lakukan atau ide-‐ide mereka pada saat dilontarkan kelihatannya mungkin =dak masuk akal, akan tetapi bagi kita sekarang kereta, komputer, atau pesawat sudah menjadi biasa
Statement Visi menjawab pertanyaan “What do we want to become?”
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Krea=f dan Inova=f
Do not follow where the path my lead. Go instead where there is no path
and leave a trail. George Bernard Shaw
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Banedanmark's vision
Towards 2020, we create the Railway of Tomorrow, that makes it possible to double the rail transport of passengers and freight
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GB Rail Vision Summary •The Future Railway will be a mul=-‐faceted, integrated combina=on of Railway system types
•The four C‟s -‐ Costs, Carbon, Capacity and Customers – will drive change
•Redundancy will make the Railway (Transport?) System resilient to shock
•Intelligent, Smart infrastructure will make them Reliable
•Governance Arrangements will bring integra=on across Sectors
•Technology and Knowledge will be key
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Definisi Visi
Pandangan yang jauh (terutamanya yang berkaitan dengan perkembangan masa depan dsb) bagi mencapai matlamat penting sesebuah organisasi atau negara
Kamus Dewan Bahasa dan Pustaka .
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Definisi Visi
“A vision is a realis=c, credible, akrac=ve future for your
organisa=on”. Burt Nanus, 1994
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Berorientasikan masa depan
Memandu kearah masa depan yang jelas
Sesuai untuk organisasi, budaya dan nilai
Satu “set” piawaian kecemerlangan dan berkuali=
Jelas tujuan (clear purpose)
Membangkitkan semangat dan mengguatkan komitmen/kepercayaan
Mengambarkan keunikannya organisasi
Cukup “ambi=ous” iaitu mempunyai cita-‐cita yang =nggi
Visi Yang Baik Merangkumi
Burt Nanus “Visionary Leadership”, 1994
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Wawasan JKNS sedia ada
MENGEMBANG DAN MEMBEKAL PERKHIDMATAN KERETAPI YANG BERMUTU DAN
CEKAP
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Aktiviti 3 Mari gambarkan JKNS 10 tahun akan datang. Lukiskan secara bebas & tanpa menghadkan imaginasi anda • Imej / jenama • Bangunan • Teknologi • Keretapi • Pelanggan • Inovasi • Pekerja
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Ak4vi4 4: Apakah Visi JKNS
Brainstorming
Caravan
The best way to get a good idea, is to get a lot of ideas. Linus Pauling, PhD. Nobel Prizes
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Ak4vi4 5: Apakah Visi JKNS
Dot vo=ng
Deraf bersama
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Kepen=ngan pelanggan
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays
the wages. Henry Ford
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Tujuan Piagam Pelanggan
The goal as a company is to have customer service that is not just the best but legendary. Sam Walton, Founder of Wal-‐Mart
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Kandungan Piagam Pelanggan yang baik
Definisi
Kepen4ngan Best prac4ces
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DEFINISI
Satu komitmen bertulis jabatan terhadap penyampaian perkhidmatan kepada pelanggan
Ia merupakan jaminan jabatan untuk menyampaikan perkhidmatan mengikut standard kuali4 yang ditetapkan
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Kepen4ngan
Piagam Pelanggan meningkatkan tahap perkhidmatan, menambahkan produk4vi4 dan kuali4
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RASIONAL
Piagam Pelanggan memberi manfaat Orang Ramai 1. Membolehkan orang ramai mengetahui secara sain4fik mutu perkhidmatan yang boleh diharapkan daripada agensi / jabatan
2. Memudahkan orang ramai menilai tahap penyampaian perkhidmatan
3. Mengurangkan keraguan terhadap penyampaian perkhidmatan
4. Memudahkan perbandingan diantara jabatan / agensi yang memberi perkhidmatan yang serupa
5. Membolehkan orang ramai mengetahui standard kuali4 perkhidmatan sesebuah jabatan / agensi
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Harapan Pelanggan
Customers don’t expect you to be perfect. They do expect you to fix
things when they go wrong. Donald Porter, V.P. Bri=sh Airways
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Definisi Kepuasan Pelanggan
Customer’s perception of the degree to which the customer’s requirement have been fulfilled. – ISO 9000:2000
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RASIONAL
Piagam Pelanggan memberi manfaat
Jabatan 1. Mengadakan petunjuk prestasi yang
spesifik bagi memudahkan membuat penilaian
2 Mempertingkatkan disiplin,
tanggungjawab dan akauntabiliti menjadi lebih telus.
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CIRI-‐CIRI PIAGAM PELANGGAN
-‐ Jelas
-‐ Senang disebar
-‐ Kebolehpercayaan
-‐ Prak4kal
-‐ Khusus
-‐ Boleh ditambahbaikan
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TIDAK ADA PEMBATALAN KECUALI MELIBATKAN KESELAMATAN
BERUSAHA UNTUK MEMASTIKAN SEMUA PERKHIDMATAN MENEPATI MASA
MEMASTIKAN PENGHANTARAN BARANGAN DAN TERNAKAN DI STESEN-‐STESEN BESAR DILAKUKAN DENGAN CEPAT LAYANAN MESRA DIBERI KEPADA SEMUA PENUMPANG DAN
PIAGAM PELANGGAN JKNS
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Penggubalan Piagam Pelanggan
Aspek 1: Kenalpas4 Pelanggan dan Kehendak Mereka
Aspek 2: Kenalpas4 Keluaran atau
Perkhidmatan Utama Agensi Aspek 3: Menentukan Standard
Keluaran atau Perkhidmatan
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Ak4vi4 6: Menyediakan Piagam Pelanggan JKNS
Brainstorming Post it
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Ak4vi4 7: Apakah Piagam Pelanggan JKNS
Kluster
Deraf bersama
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Japanese Proverb
Vision without ac=on is a daydream. Ac=on without vision is a nightmare.
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Lets Do It !
Well done is beker than well said Benjamin Franklin
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PENILAIAN
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