SERVICE/DEPT

DATE
MENTOR

DEPARTMENT CHANGE ENABLERS

D1 - MORNING /SHIFT BRIEFING
Session Flow

A Program Customer Relationship Program

B Secretariat HoD at Hospital
C Initiative Morning / Shift Briefing
D Frequency Daily

Steps Action Remarks

To smile, establish eye-contact, greet
Step # 1:
and welcome the team members
SALAM MESRA To ask three (3) simple questions to √
team members

Step # 2: To inform session objective

Session Objective & To inform title
SSP Title
Menunjuk arah

Step # 3 : To refer to individual SSP Manual

Session Revision To Invite member to read/recite the
selected SSP
Amir

Step # 4 : To invite member # 1 to role play the

SSP Role-play SSP: and to get feedback from other
members

To invite member # 2 to role play the

SSP: and to get feedback from other Aimi & Suzana
members
 Aimi & Suzana

To invite member # 3 to role play the

SSP: and to get feedback from other
members
Step # 5 : To mention words of encouragement
Session To seek members commitment towards
Commitment servive excellence
√
To shout "Win-Cry" (if any)
 Remarks

Menunjuk arah

Amir

Aimi & Suzana

Aimi & Suzana

√
CRP PROGRAM

CTF / HOD / MENTOR FLOW CHART

Quantity
Quantity
FORM per SUBMIT
per week
month

D1 - Morning / Shift Briefing (Green)

4 16 Every Friday before 2:00 pm
DAILY
- Attendance Sheet

D2 - Walkabout (Yellow) 1 4 Every Friday before 2:00 pm

refer schedule walkabout
- Attendance Sheet
Weekly
D3 - Coaching Session (Pink) 3 8 Every Friday before 2:00 pm
Every Wensday
1 mentor = 2 member
- Attendance Sheet

D4 - Monthly Review (Blue) 1 1 Before 28th every month

- Attendance Sheet

D5 - Mentor's Performance (orange)

1 1 Before 28th every month

Meeting CTF member 1 1 Before 28th every month

refer schedule ctf& member
MONTHLY
- minute meeting
- Attendance Sheet

Meeting CTF & MENTOR (review)1 1 Before 28th every month

refer schedule ctf& member
- minute meeting
- Attendance Sheet

Total per/month 32
y before 2:00 pm

y before 2:00 pm

y before 2:00 pm

every month

every month

every month

every month
CTF & MEMBERS GROUP MEETING SCHEDULE PLAN

GROUP DAY WEEK

TAAT 1st

CHANGE 1st

LEAD 2nd
FRIDAY
CAMPRO 2nd

GUEST 3rd

MONTHLY REVIEW MEETING 3rd

TIME

a.m

p.m

a.m

p.m

a.m

p.m
 MOH - WALKABOUT MONTHLY SCHEDULE PLAN

DAY UNIT W1 W2

MON
8.00 am-11.00 am FEMS Z1 Z2

TUES
8.00 am-11.00 am BEMS Z2 Z3

WED
8.00 am - 8.30 am COACHING DAY

THURS
8.00 am-11.00 am CLS Z3 Z4

FRI
8.00 am-11.00 am CWMS/LLS Z4 Z1

ZONE 1 BLOCK A / B ( WARD 10A / B - 4A / B )

ZONE 2 BLOK C / D ( WARD 11C - 4C / D )

ZONE 3 ARAS 4 (KLINIK & 5 HIGH RISK AREA )

ZONE 4 ARAS 3 ( KLINIK & ARAS 2 )

SCHEDULE PLAN

W3 W4

Z3 Z4

Z4 Z1

HING DAY

Z1 Z2

Z2 Z3
CRP PROGRAM - TIMETABLE MENTOR

MON TUESWENDTHUR FRI SAT SUN MON TUESWENDTHUR FRI SAT SUN MON TUESWENDTHUR FRI SAT SUN MON TUESWENDTHUR FRI SAT SUN MON TUESWEND

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

PLAN (LEAVE/TRAINING) AL

Daily Briefing S S S S
Walkabout S S

Coaching S S S

Monthly Review S

Mentor's Performance S
Meeting CTF member S

Meeting CTF & MENTOR (review)

Tracking Mentor & Assessment Member(TAAT)

Presentation (Chairman)

Remark ;
08.12.08 - Hari Raya Aidiladha
11.12.08 - Hari Keputeraan Sultan Selangor
25.12.08 - Hari Krismas
29.12.08 - Awal Muharam

Annual Leave A
Replecement Leave R
Medical Leave M
Emergancy Leave E
Training T
Submit report/form/minute meeting
S
Done X
 SERVICE/DEPT
DATE
MENTOR

DEPARTMENT CHANGE ENABLERS

D1 - MORNING /SHIFT BRIEFING
Session Flow

A Program Customer Relationship Program

B Secretariat HoD at Hospital
C Initiative Morning / Shift Briefing
D Frequency Daily

Steps Action Remarks

To smile, establish eye-contact, greet
Step # 1:
and welcome the team members
SALAM MESRA To ask three (3) simple questions to
team members

Step # 2: To inform session objective

Session Objective & To inform title
SSP Title
1) Cove Value 2)Welcoming Guest

Step # 3 : To refer to individual SSP Manual

Session Revision To Invite member to read/recite the
selected SSP

Step # 4 : To invite member # 1 to role play the

SSP Role-play SSP: and to get feedback from other
members

To invite member # 2 to role play the

SSP: and to get feedback from other Daub & Toya
members
To invite member # 3 to role play the
SSP: and to get feedback from other
members
Step # 5 : To mention words of encouragement
Session To seek members commitment towards
Commitment servive excellence
To shout "Win-Cry" (if any)

Customer Relationship Programme_HSlyg

Session
Commitment

Customer Relationship Programme_HSlyg

 SERVICE/DEPT
DATE
MENTOR

DEPARTMENT CHANGE ENABLERS

D2 - WALKABOUT
Session's Checklist

A Program Customer Relationship Program

B Secretariat CTF Team
C Initiative Walkabout
D Frequency Once per week

Checklist Action Documentation

1. Preapre schedule for the
month

2. Inform the hospital on the

schedule prior to visit

3. Assemble the team

4. Take note on the

concerns and issues

5. Review and consolidate

after the ward round

Customer Relationship Programme_HSlyg

Review and consolidate
after the ward round

Customer Relationship Programme_HSlyg

DEPARTMENT CHANGE ENABLERS
D3 - COACHING SESSION
Compentency Assessment Form

Member Department
Date Time
Coach's Name
Basic Courtesy/

Functional SSP
Grading
SSP Poor Average Excellent Total
1 2 3 4 5 6 7 8 9 10
1 Berdiri tegak,pandang mata
pelanggan
2 Senyum dan angguk sedikit
3 Ucapkan " Selamat Pagi;Encik/Cik"
4 Persilakan pelanggan duduk "Silakan
duduk, Encik/Cik"
5 Kenalkan diri " Saya (nama) "

6 Tawarkan bantuan "Boleh saya bantu,

Encik/Cik" ( senyum dan angguk
sedikit)
7 Sahkan urusan pelanggan "Encik/Cik
ingin (sahkan urusan)

8 Tanya nama pelanggan " Boleh saya

dapatkan nama Encik/Cik"

9 Sebutkan nama pelanggan minimum

tiga kali sepanjang memberi
perkhidmatan

10 Serah atau terima dokumen dengan

kedua-dua belah tangan

11 Tunjuk arah dengan gerak tangan

kanan "Silakan"
12 Akhiri perbualan: senyum, sebut
nama & ucapkan " Terima Kasih"

Total Grading
Overall Feedback - Provide thumbs -up and thumbs down

Customer Relationship Programme_HSlyg

Customer Relationship Programme_HSlyg
 SERVICE/DEPT
DATE
MENTOR

DEPARTMENT CHANGE ENABLERS

D4 - MONTHLY REVIEW
Session Flow
A Program Customer Relationship Program
B Secretariat HoD at Hospital
C Initiative Monthly Review
D Frequency Monthly

Steps Action Remarks

● To smile, establish eye-contact, greet
Step # 1: and welcome the team members
SALAM MESRA ● To ask three (3) simple questions to
team members

Step # 2: ● To inform session objective

Objective & ● To inform session agenda
SSP Title

Step # 3 : ● To refer to Individual SSP Manual

Session Revision ● To Invite member to read/recite the
selected SSP

Step # 4 : ● To invite member # 1 to role play the

'SSP Role-play' of SSP: and to get feedback from other
the Month members

● To invite member # 2 to role play the

SSP: and to get feedback from other
members
● To invite all members to demostrate
the selected SPP to their colleagues

● Recent/latest issues on service

Step # 5 : excellence
Review 'Service ● Share the service 'thumbs-up' of the
Highlight' month
● Share the service 'thumbs-down'
● Action Plan
Step # 6 : ● To share the department CSI
Review 'CRP ● To share the organization CSI
Outcome &
Concerns' To gather feedback & concerns from
● members

Step # 7 : ● To mention words of encouragement

Session ● To seek members commitment towards
Commitment servive excellence

Customer Relationship Programme_HSlyg

Session
Commitment
● To shout "War-Cry" (if any)

Customer Relationship Programme_HSlyg

 SERVICE/DEPT
MONTH DECEMBER

MENTOR

DEPARTMENT CHANGE ENABLERS

D5 - MENTOR'S PERFORMANCE

Plan Actual % Average Score

Daily Briefing

Walkabout

Coaching

Monthly Review

Direction ;
14 0

4 0
0
4 0

1 0