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PENGURUSAN PERUBAHAN (MANAGING CHANGE) KE ARAH PENINGKATAN KECEKAPAN PERKHIDMATAN

PENGURUSAN PERUBAHAN (MANAGING CHANGE) KE ARAH PENINGKATAN KECEKAPAN PERKHIDMATAN

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Dipublikasikan oleh Burhanuddin Saidin
Change Management for the public sector front liners
Change Management for the public sector front liners

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Published by: Burhanuddin Saidin on May 02, 2009
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11/05/2012

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FORUM PENINGKATAN KECEKAPAN PENYAMPAIAN DI BAHAGIAN HADAPAN SEKTOR AWAM

PENGURUSAN PERUBAHAN (MANAGING CHANGE) KE ARAH PENINGKATAN KECEKAPAN PERKHIDMATAN

En. Burhanuddin Saidin Pengarah Bhgn Latihan dan Pembangunan Sistem (TSD) Perbadanan Produktiviti Malaysia (MPC) 21 April 2009

Your Partner in Competitiveness

NO. SLAID 1

VISI & MISI MPC
VISI:Organisasi utama dalam meningkatkan produktiviti untuk inovasi dan daya saing global MISI:Memberi perkhidmatan berkesan untuk mencapai prestasi cemerlang melalui inovasi ke arah meningkatkan taraf hidup

Efficiency Service Award 1999

Public Service Director General Quality Award 2003

Minister of Human Resource Award 2003

United Nations Public Service Award 2004

Human Resource Development Council Award 2007

“Change your approach until you get the result you want”
NO. SLAID 2

PEJABAT MPC
Kota Kinabalu

Kepala Batas

Kuching Petaling Jaya (HQ) Kuantan

Johor Bahru

3
NO. SLAID 3

Teambuilding (Northern) Leadership (Southern)

CENTRES OF EXCELLENC E

Productivity Measurement (East Coast) Talent Management (Sabah) Creativity and Innovation (Sarawak)

“No initiatives is possible unless the people in the organization enact, support and sustain it” 4 NO. SLAID

FOKUS STRATEGIK
Competitiveness Benchmarking & Innovation & Best Practices Productivity & Efficiency Enhancement Research & Systems Management Development Training & Advisory Services

1960s

1990

1995

2000

2005

2010

Tahun
"Corporations need to become people factories — places that develop people — not human warehouses that only
NO. SLAID 5

AKTIVITI UTAMA
AKTIVITI UTAMA

KUMPULAN SASARAN

 Sektor Swasta: • EKS FOKUS STRATEGIK PENYELIDIKAN P&Q • Perkilangan • Perkhidmatan PENANDAARASAN & AMALAN TERBAIK  Sektor Awam: INOVASI, • PBT PROMOSI P&Q PRODUKTIVITI • Pejabat LATIHAN Tanah dan & DAYA SAING Daerah PEMBANGUNAN SISTEM • Kerajaan Negeri  Pendidikan: • Guru • Pensyarah • Wakil “Excuses are only made for failure”Pelajar
NO. SLAID 6

RANGKAKERJA DAYA SAING (COMPETITIVENESS MODEL)
MEWUJUDKAN NILAI DITAMBAH

DAYA SAING INDUSTRI PRESTASI EKONOMI PENGEKALAN KECEKAPAN KERAJAAN (SUSTAINIBILITY) KECEKAPAN PERNIAGAAN INFRASTRUKTU R

DAYA SAING MALAYSIA

Sumber: IMD World Competitiveness Yearbook 2008

“It is not the big that is eating the small, it is the fast that is eating the slow” NO. SLAID 7

MALAYSIA: KEDUDUKAN DAYA SAING
2008 (n=55) 19 8 19 14 25 2007 (n=55) 23 12 21 15 26 2006 (n=53) 22 10 19 19 27
Sumber: IMD World Competitiveness Various issues

Faktor Daya Saing Keseluruhan Prestasi Ekonomi Kecekapan Kerajaan Kecekapan Perniagaan Infrastrukur

Daya saing sebuah negara bergantung kepada bagaimana kreatif dan imaginatif rakyatnya menghasilkan produk dan perkhidmatan NO. SLAID 8

“Organisations are nothing but people….
NO. SLAID 9

Perubahan - apa dia?
• Membuat sesuatu mengikut cara yang lain • Sebahagian daripada kehidupan seharian • Perubahan di suatu bahagian menyebabkan perubahan di bahagian yang lain
“In life the only constant is Change”
NO. SLAID 10

Pengurusan perubahan apa dia?
• Melihat kepada proses, alat
yang digunakan dan teknik bagi mencapai perubahan, mencapai objektif Jabatan dan pelanggan.

• Mengurus tempoh transisi daripada yang lama kepada yang baru • Membantu warga kerja melepaskan cara sedia ada dan mencuba cara baru

“One certainty about change is that, if you think you can’t, then you’ll never will” NO. SLAID 11

Peringkat penerimaan perubahan
Penerimaan Tahap Penerimaan

Persetujuan Pemahaman

Kesedaran

Masa
“Motivation is what gets you started. Habit is what keeps you going” NO. SLAID 12

PERUBAHAN YANG BERKUALITI (KENDIRI)
IQ - INTELLECTUAL INTELLIGENT EQ EMOTIONAL INTELLIGENT

SQ - SOCIAL INTELLIGENT MQ- MOTIVATIONAL INTELLIGENT

“An employee is our strategic - partner, a change - agent, an organisation - builder, a process - facilitator and above NO. SLAID 13

PERANAN PENJAWAT AWAM ABAD KE 21
FAKTOR CABARAN / ISU
MEMPERKEMBANGKAN POTENSI INDIVIDU SOSIALISASI

DI

KESAN CABARAN

PERUBAHAN PERANAN PENJAWAT AWAM

MATLAMAT

IMPLIKASI KEPADA PELANGGAN

PERKEMBANGAN KENDIRI BERAKHLAK

IQ EQ SQ MQ

BERILMU BERKETERAMPILAN BERAKHLAK MULIA ROHANI DAN JASMANI

WAWASAN 2020
“…the Government must assume the role of an innovator, incorporating the functions of a leader, a pacesetter, a moderniser, an effective communicator 14 NO. SLAID

PENGUASAAN ILMU PENGETAHUAN PENINGKATAN KEMAHIRAN

TUNTUTAN KEPADA PENJAWAT AWAM

PENGAMALAN CIRI-CIRI PERIBADI POSITIF PENGURUSAN FLEKSIBEL PEMBELAJARAN BERTERUSAN PENYAMPAIAN PERKHIDMATAN CEKAP DAN BERKESAN

Orang yang cemerlang menunjukkan hasil. Orang yang gagal memberikan alasan. NO. SLAID 15

TADBIR URUS YANG BAIK (GOOD GOVERNANCE)
BERTANGGUNGJAWAB
(ACCOUNTABLE)

SAMA RATA & MENYELURUH (EQUITABLE
AND INCLUSIVE)

TELUS

(TRANSPARENT)

CIRI-CIRI GOOD GOVERNANCE

PEKA

MENGIKUT THE RULE OF THE LAW EFEKTIF DAN EFISIEN PENGLIBATAN SEMUA
(PARTICIPATORY)

(RESPONSIVE)

SEPAKAT (CONSENSUS
ORIENTED)

“QUALITY is both thinking why something is done, and why it is
done that way; then thinking differently to improve it” ~ Mr.
NO. SLAID 16

PERUBAHAN PERLU DILAKUKAN
Plan
A

KECEKAPAN Check PENYAMPAIAN PERKHIDMATAN DI BAHAGIAN HADAPAN • PROSES (PROCESS) • PENGETAHUAN • PERLAKUAN (BEHAVIOUR) (KNOWLEDGE) • KEMAHIRAN (SKILLS) • PEMIKIRAN (MINDSET) • PERKAKASAN • SIKAP (ATTITUDE) (HARDWARE) (SYSTEM & LAYOUT)
Do

ct

CURRENT

NEW

CURRENT

NEW

90% proses pembelajaran dipelajari secara tidak rasmi di tempat kerja

NO. SLAID 17

KECEMERLANGAN ORGANISASI (6P’s) PEOPLE EXCELLENCE POLICY EXCELLENCE PROCESS EXCELLENCE PRODUCT EXCELLENCE PRACTICE EXCELLENCE PERFORMANCE EXCELLENCE
Proses

“Real excellence does not come cheaply. A certain price must be paid in terms of practice, patience, and persistence – natural ability notwithstanding” NO. SLAID 18

KECEMERLANGAN PRESTASI
Tinggi Berkesan & Cekap: Matlamat tercapai & sumber digunakan sebaik mungkin = Zon Produktiviti Tinggi

Berkesan tapi Tidak Cekap: Matlamat tercapai tapi pembaziran sumber

Pencapaian Matlamat

Tidak Berkesan & Tidak Cekap: Cekap tapi tidak berkesan: Matlamat tidak tercapai, Tiada pembaziran sumber, sumber dibazirkan tapi matlamat tidak tercapai

Rendah

Penggunaan Sumber

Tinggi

“The compulsion to excellence assures excitement!” NO. SLAID 19

NILAI DAN ETIKA DALAM PERKHIDMATAN AWAM
1. Nilai-nilai Peribadi Asas : qAmanah qBertanggungjawab qIkhlas qBerdedikasi qBerdesiplin qBekerjasama qBersih qTekun qSederhana 6. Nilai-nilai Keagamaan
qBersyukur qBeriman qBertakwa 2. Nilai-nilai Yang Mengutamakan Pelanggan : qBerbudi Mulia qBersabar qSopan-santun qPeramah

3. Nilai-nilai Kepimpinan qAdil qBerani qSyura

NILAI DAN ETIKA DALAM PERKHIDMATAN AWAM

4. Nilai-nilai Profesionalisme
qBerilmu qKreativiti qInovasi qIntegriti qNeutraliti qKejujuran qIntelektual qAkauntabiliti qBerkecuali

5. Nilai-nilai Produktiviti/ Kualiti
qProduktiviti qKualiti

“Progress is impossible without change, and therefore those who cannot change their minds cannot change
NO. SLAID 20

Apa dah Jadi?
“Habit breaking, the prerequisite for change and renewal, need more than a simple decision. It takes motivation, desire and will. Crisis can provide that and all too often is the sole force for change” NO. SLAID 21 ~

Jangan masukkan sampah sarap dalam otak kita. Kalau kita sangka kita malas maka Malaslah kita. Kalau kita sangka kita lembab, maka lembab lah kita.Kalau kita fikir kita mangkuk maka mangkuklah kita tetapi Kalau kita fikir kecemerlangan itu mudah, maka mudahlah untuk kita jadi cemerlang
“The best way to have a good idea is to have a lot of ideas” NO. SLAID 22

JANGAN LAKUKAN

HALANGAN MARAH

TIDAK MELAYAN

TAK SOPAN

SUDAH LEBIH KETAWA

GERAM

TIDAK MENDENGAR

AGRESIF

SENTUHAN

“Create an urgency to change by listening to customers and communicating their concerns to employees. Customer-driven change motivates employees to engage in continuous SLAID 23 NO.

The Ten Mindset Shifts
FROM:1. Being Reactive 2. Being Problem-Oriented 3. Generating Fear 4. Being Activity-Oriented 5. Shirking Responsibility 6. Exhibiting Distrust 7. Stifling Capability 8. Flaunting Authority 9. Being Inward-Looking 10. Resisting Change

TO:Being Pro-active Being Solutions-Driven Inculcating Confidence Being Value-Oriented Taking Responsibility Developing Trust Liberating Talents and Abilities Using the Power of Influence Being Outward-Looking Leading Change

It is by no means certain, that things will be better when they change, but when they should become better, they have to NO. SLAID 24

Success
• • • • • • • Teamwork Discipline Diligent Respect for Time Honouring One’s Word Dedication to Work Efficiency in Implementation of Tasks • Placement of Larger Community Above Self

Challenges
QUALITY

PRODUCTIV

ITY

One Malaysia People First Performance Now

SPEED

- YAB Dato' Sri Mohd. Najib Tun Abdul Razak, 24 March 2009 & 3 April 2009 Era ‘perintah dan kawal’ telah berakhir. Hari ini adalah masa ‘berhubungan dan bekerjasama’ NO. SLAID 25

The 7Rs Success Factors
 Review & Rationalise
(Menyemak & Rasional)

 Realign & Reconcile
(Melaras semula & Merukunkan)

 Rules and reforms
(Melaksanakan Peraturan & Membentuk Semula)

 Renovate and reengineer
(Mengubah & Membina Semula)

 Retrain and regulate
(Melatih Semula & Mengawal)

 Replicate and record
(Mereplika & Merakam)

 Reward and recognition
(Memberi Ganjaran & Mengiktiraf)
“In the search for quality there’s no such thing as good enough. There’s never a finish line. There is , however, a
NO. SLAID 26

S I A P A

Siapa bersabar - dia menang Siapa menganiaya - dia akan teraniaya Siapa berjalan - dia sampai Siapa jujur - dia terlindung Siapa berlembut hati - dia mulia Siapa lalai - dia gagal Siapa berkasar - orang menghindar Siapa sungguh-sungguh - dia berhasil Siapa tergesa-gesa - dia akan menyesal Siapa boros - dia berkurangan Siapa belajar - dia maju Siapa ramah lidahnya - akan banyak saudaranya Siapa sedikit kejujuran - akan sedikit temannya Siapa mengenal dirinya - akan mengenali Tuhannya Siapa menggali lubang - akan jatuh kedalamnya
“Quality is 90% attitude and 10% knowledge”
NO. SLAID 27

Kita perlu berubah dan perubahan itu perlu, dilakukan sekarang!
Allah s.w.t telah berfirman yang mafhumnya, "tidak akan Aku ubah nasib sesuatu kaum itu sehinggalah mereka ubah apa yang ada dalam diri mereka sendiri”
“Don’t just diet for a week or two, we have to NO. SLAID 28 change our lifestyle”

TERIMA KASIH
Malaysia Productivity Corporation Lorong Produktiviti Off Jalan Sultan 46920 Petaling Jaya Selangor Darul Ehsan Website: www.mpc.gov.my Toll free : 1800 88 1140

“Ask not what your country can do for you, ask what you can do for your country” … John F. 29 NO. SLAID

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