Modulperancanganstrategikperkhidmatanawam 190920155729
Modulperancanganstrategikperkhidmatanawam 190920155729
MBustaman-IAB KPM 15 3
*Image mbam
MUHAMAD BUSTAMAN BIN HAJI ABDUL MANAF
Jawatan Hakiki: Pensyarah Cemerlang DG54 (pengurusan pendidikan)
BIODATA PENCERAMAH
Master Trainer: Tahap - Specialist Trainer & Specialist Coach
Instutut Aminuddin Baki, KPM
1. 25 tahun berpengalaman memberi kursus Pengurusan Strategik di Institut Aminuddin Baki, KPM.
2. Menulis buku: i. Perancangan Strategik (IAB). ii. Pengurusan Kualiti dalam pendidikan (Utusan Pub)
iii. Buku ketiga: Pengurusan Strategik untuk sekolah -di terbit oleh PTS.
3. Pernah mengikuti Latihan Profesionalisme dalam bidang Pengurusan Strategik dan Pengurusan Kualiti Latihan Luar Negara (selain dalam negara):
• i. Strategic Management & Leadership: World Trade Institute, New York, USA (1996)
• ii. TQM in Education: SEAMEO Innotech, Manila. Philippine (1998)
• iii. Strategic planning in education: Uni of York, England (2000- 2004) (pengajian Phd)
• iv. Strategy Performance Measurement (BSC): Uni of Adelaide, Australia (2005)
4. Berkelayakan sebagai Lead Auditor MS ISO 9000 sejak 1998 (berdaftar dengan IRCA London).
5. SUMBANGAN: Memberi khidmat konsultasi dalam Pengurusan Strategik dan KPI untuk semua peringkat Bahagian dalam Kementerian Pelajaran Malaysia
dan Antarabangsa. Ahli Panel Sistem Pengurusan Kualiti Star Rating (SSR) KPM,
6. Kepakaran lain:
Kursus Pemikiran Strategik, Benchmarking, Quality Tools, Strategic Change, Strategic Leadership Skills, Leadership Coaching & Mentoring ,
Leadership & Mangement Skills. Strategic Decision making MBustaman-IAB KPM 15 4
Buku ketiga (buku keempat akan menyusul:
Pemikiran Strategik)
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Borang: Rekod Pembelajaran
Tempat kerja
hakmilik@MBAM.IAB 6
Objektif Sesi Latihan:
Di akhir sesi latihan, anda akan memahami dan menguasai kemahiran untuk:
9
10
What’s An Organization’s Strategic
Planning Like?
snake
wall
tree
spear
Mengenal
Status
Menetapkan
Organisasi Melaksanakan
Strategi Menilai Prestasi (feedback
(Where Are We Strategi
(Where we want go?) and Performance
Now? (How to get there?) Measurement)
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Kepimpinan Strategik: Pemikiran, Tindakan & Pengaruh
Hasil terakhir
Objektif (Outcomes) yang
ingin dicapai?
Adakah sejajar? Peta Strategi (Alignment)
Petunjuk Prestasi Utama (KPI) Apakah cara nak
& Sasaran Prestasi nya ukur prestasi?
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1. Analisis Kendiri Amalan Perancangan
Strategik Berkualiti di Organisasi Anda
Senarai semak bagi menilai tahap amalan perancangan strategik di PPD, JPN dan Sekolah
Kerangka untuk Pemantauan dan coaching.
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Apakah persediaan yang
perlu di lakukan sebelum
proses utama bermula?
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Pelancaran Program (Planning the Journey)
Aktiviti Utama:
• 1. Penaja dan Penglibatan Pemimpin. (the mission critical
first step). Penentuan siapa yang akan memimpin.
Jawatankuasa induk & Kerja
• 2. Sumber: Manusia, Kewangan, Masa, Data Prestasi
Organisasi, Fasiliti & konsultan
• 3. Pelancaran Pengurusan Perubahan
• 4. Pelan Program
Proses Pertama
4.1 Praperancangan 21 Jun XX JK Induk,
4.1.2 Pencapaian terbaik sekolah JK Kerja &
4.1.3 Laporan analisis program JK Pelaksana
4.1.4 Laporan prestasi semasa
4.1.4.1 Menyemak tahap kesediaan
sekolah 24 Jun XX
4.1.4.2 Menyemak tahap kesediaan staf
4.1.4.3 Mengenal pasti pendekatan
4.1.5 Mengenal pasti mandat
4.1.6 Menetapkan jadual kerja pelaksana
5. Proses Kedua
5.1 Mendefinisikan hala tuju sekolah 21 Jun XX JK Induk,
5.1.1 Menyemak pernyataan misi JK Kerja &
5.1.2 Menyemak pernyataan visi JK Pelaksana
5.1.3 Menyemak pernyataan piagam pelanggan
5.1.4 Menyemak pernyataan moto,slogan,logo, 24 Jun XX
warna organisasi
6. Proses Ketiga
6.1 Analisis persekitaran 27 Jun XX JK Induk,
6.1.1 Analisis Persekitaran Strategik JK Kerja &
6.1.2 Analisis SWOT JK Pelaksana
6.1.3 Pengumpulan analisis persekitaran
1 Julai XX
7. Proses Keempat
7.1 Pembinaan Pelan Strategik & Pelan Taktikal 1 Julai XX JK Induk,
7.1.1 Mengenal pasti & memilih isu-isu JK Kerja &
strategik JK Pelaksana
7.1.2 Membentuk matlamat strategik & KPI
7.1.3 Menetapkan objektif jangka pendek &
panjang 8 Julai XX
7.1.4 Pembinaan strategik utama (TOWS @
COWS Matrik)
7.1.5 Melengkapkan borang pemilihan strategi
yang strategik
8. Proses Kelima
8.1 Pembinaan pelan taktikal 8 Julai XX JK Induk,
JK Kerja &
JK Pelaksana
15 Julai XX
9. Proses Keenam
9.1 Pembinaan Pelan Operasi 15 Julai XX JK Induk,
JK Kerja &
JK Pelaksana
9.2 Pelancaran Pelan Strategik 2015 22 Julai XX
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Hubungan di antara pemikiran strategik dengan
dengan Perancangan Strategik
1. Pemikiran Strategik Idea
Penjanaan idea strategik
Apakah yang mungkin berlaku?
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BS: Mengintegrasi masa hadapan dalam
proses membuat keputusan hari ini melalui
berfikir secara Besar, Mendalam dan Jauh
1. BIG
3. LONG
2. DEEP
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1. Luas (Big)
Bagaimana sistem
organisasi berhubung
dan berinteraksi
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2. Dalam (Deep)
Sedalam mana kita menyoal cara
kita beroperasi?
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Model ‘Iceberg’
Data based
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FASA 1
DIMANAKAH KITA SEKARANG?
Kandungan Utama
Fasa 2 1. Analisis persekitaran
• Dalaman
• Luaran
• Stakeholders
• He used the data from Fortune 500 companies to identify why corporate planning failed.
• His research identified a number of key areas that were critical to corporate planning and
the tool used to explore each of the critical areas was called SOFT analysis.
• Albert Humphrey and the original research team used the following categories:
“What is good in the present is Satisfactory, good in the future is an Opportunity; bad in the present
is a Fault and bad in the future is a Threat.”
• In 1964, at a conference the F in ‘SOFT’ was changed to a W, and thus, the emergence of
‘SWOT’ Analysis as we know it today came into existence.
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What is SWOT Analysis?
SWOT Analysis enables a
group/individual to handle everyday
problems and look at traditional
strategies from a new perspective.
It is used as framework for
organizing and using data
and information gained
from situation analysis of
SWOT internal and external
environment.
SWOT Analysis is a planning tool
used to understand Strengths,
Weaknesses, Opportunities and
Threats involved in a
project/business.
S W Strengths are:
S W Weaknesses are:
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Threats
Threats are:
S W • External elements in the environment that could
cause trouble for the business.
• External factors, beyond an organization’s control,
which could place the organization’s mission or
O T operation at risk.
• Conditions in external environment that
! jeopardize the reliability and profitability of the
organization’s business.
Threats compound the vulnerability when they relate
to the weaknesses. Threats are uncontrollable. When
a threat comes, the stability and survival can be at
stake.
5
Basic Process for GAP Analysis
Desired
Where are we now? Gap State
Analysis Where Do we want to go?
Current How Do we do that ?
State
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Gap Analysis
Baseline / Org Profile Challenges / SWOT
Tempat kerja
hakmilik@MBAM.IAB 78
Analisis Jurang (Gap)
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FASA 2
KEMANAKAH ARAH HALA TUJU
ORGANISASI?
Kandungan Utama
Fasa 2
• 1. Penjelasan Hala Tuju
Organisasi:
• Mandat/Dasar Kerajaan,
• Misi,
• Visi,
• Nilai Teras
Formal Informal
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Bagaimana untuk menulis
pernyataan Misi, Visi dan
Nilai?
Mengapa ia perlu?
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Kandungan Utama
Fasa 2
• KRA/BKU
• Objektif
• Pemetaan Objektif (Penjajaran Objektif)
• KPI
• Sasaran prestasi
• Kamus Data KPI
Action Planning
Implementation /
What we want to be Measures
Vision
What we must achieve to be
Goals/KRA successful
Specific outcomes expressed in
Objectives O1 O2 measurable terms (NOT activities)
Indicators and
Measures AI2 AI3 Monitors of success
AI1
01: Peningkatan 1.1 Peratus tahap Tov:: 80% Timbalan Ketua Bahagian
kapasiti dan kepuasan kerja warga Pengarah sektor Pengurusan dan
keupayaaan staf 2018: 85% khidmat pentadbiran
organisasi pengurusan
2019: 86%
2020:88%
C1. C1.1 ST: Top 500 Rector 1. IIUM representatives in the OIC IIUM representatives
Achieve World University LT: Top 200 secretariat to play active role in in the OIC Secretariat
status as a Ranking according to the discussion of the OIC
leading Times Higher university ranking criteria
international Education
academic & Supplement (THES) 2. Highlight the following in the
research ITD/PRO
IIUM website:
institution – academic linkages with
imbued with C1.2 BL: NEW Rector reputable universities of the
Islamic world
University Ranking
values – important international experts’
among the OIC ST: Top 25
countries engagement with the IIUM
LT: Top 10
– achievements of IIUM staff and
students
– Published articles in top
journals
– Books published by
international publishers
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1.Berupaya menjawab terhadap isu
strategik organisasi;
2.Objektif ialah sesuatu yang perlu dicapai
berdasarkan sasaran prestasi yang
ditetapkan.
3.Hasil akhir (final outcomes) yang ingin
dicapai yang dinyatakan secara khusus yang
ingin dicapai oleh organisasinya semasa
melaksanakan misi asasnya
4.Secara keseluruhannya ia adalah
suatu proses yang menjawab kepada
persoalan “APAKAH YANG HENDAK
DICAPAI?” (Desired Results) Copyright ©2016 MBustamanAM IAB MOE 104
OBJEKTIF STRATEGIK
Knowledgeable, efficient,
competent, nurturing & Safe welcoming, efficient, Ample supply of
LEARNING
113
Basic Scorecard Terminology
(Institute Aminuddin Baki)
Mission & Vision
Strategy Map
Stakeholders & Customer
satisfaction
Stakeholders &
Customer satisfied
with IAB services Objectives: Measures: Targets: Initiatives:
How success The level of Key action
Internal Business Processes What the or failure performance programs
Quality & strategy is (performance) or rate of required to
World Class Quality trying to against improvement achieve
Educational Core Business
Leaders achieve objectives is needed targets
monitored
Innovation & Growth
High Competency
Staff and Peacefull
Objectives Measures Targets Initiatives
Financial
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Misi Sekolah:…
Visi Sekolah:…..
Isu Strategik: Peningkatan prestasi belum mencapai tahap yang diinginkan.
KRA/Matlamat Strategik: Peningkatan Prestasi Akademik
Peningkatkan GPS 2.0 1.8 1.7 1.50 1. meningkakan Kapibiliti GPK 1 (p)
prestasi SPM guru dalam P&P
2. meningkakan Kemahiran
% Lulus 93 94.5 97.0 100 Belajar pelajar
GPK HEM
3. Meningkatkan sokongan
% 5As komuniti GPK koku
10%.1 12% 16% 20%
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Penjajaran Objektif
(Alignment)
Pemetaan Objektif dengan Misi dan Visi
Strategy map
• A strategy map is a visual representation of the
strategy of an organization.
• It is an element of balanced scorecard concept.
• It illustrates how the organization plans to achieve
its mission and vision by means of a linked chain of
continuous improvements.
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Basic Scorecard Terminology
(Institute Aminuddin Baki)
Mission & Vision
Strategy Map
Stakeholders & Customer
satisfaction
Stakeholders &
Customer satisfied
with IAB services Objectives: Measures: Targets: Initiatives:
How success The level of Key action
Internal Business Processes What the or failure performance programs
Quality & strategy is (performance) or rate of required to
World Class Quality trying to against improvement achieve
Educational Core Business
Leaders achieve objectives is needed targets
monitored
Innovation & Growth
High Competency
Staff and Peacefull
Objectives Measures Targets Initiatives
Financial
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Identifying & Creating KPIs
Indices
Percentages
Complexity of Analysis
Ratio
Rating
(surveys)
Rankings
(Benchmarks)
Absolute
Numbers
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Strategic KPM 15 Generated
Information 131
APAKAH ITU SASARAN (target)?
• Targets are quantified and time-based
• Target: Desired level of performance *a performance measure (e.g., % of
customer satisfaction target = 95%)
(source: Balanced Scorecard Institute, USA. 2005)
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Why Do it?
• 1. to make objectives explicit and tangible
• 2. to quantify the expected value of the strategy
• 3. to motivate desired behaviors
• 4. to set timing for performance-improvement expectations
• 5. to calibrate strategic evaluation and learning
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•1. Choose the Right Achievement Targets
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• 2. Understand the predictive (lead) and outcomes
Metrics
• 3. Review the existing portfolio of metrics
• 4. Listen the voices of customer, stakeholders and
others
• 5. Consider Noneconomic
• 6. Be careful with expensive benchmarking
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Bengkel:
KAMUS DATA KPI
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PERFORMANCE RECORD SHEET 139
MEASURE
Measure A good self explanatory title
Who acts on the data? Where does the data comes from?
What do they do? What are the general steps which should be taken?
MEASURE
Customer complaints
Measure
To understand what upsets customers so service and products can be improved
Purpose
Satisfying customers and retaining their business in the future
Relate to
Maintaining a customer complaint level of under 5 per cent per annum.
Target
Number of customer complaints
Formula
Number of orders despatched X 100
Monthly.
Frequency
Julie Carter, Customer Service Manager.
Who Measures?
Julie Carter, Customer Service Manager.
Who acts on the data?
Analyse complaints by type, ensure relevant managers are informed of problems in their area and that those
What do they do? managers report back corrective action taken. Flag any major trends for discussion at quarterly management
meeting.
A customer complaint is an email, letter or problem highlighted by telephone call to call centre staff
Notes & Comments which is logged on to the complaints system.
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Bil Perkara Penjelasan
141
1. Perspektif BSC Stakeholder/Proses Dalaman/Pembelajaran/Kewangan
2. Matlamat Strategik/ KRA General Outcomes atau matlamat strategik yang juga dikenali strategi teras
(grand strategy) / KRA yang dinyatakan secara umum (skop yang luas) dan
tempoh masa yang panjang.
3 Objektif Hasil terakhir (final results) yang ingin dicapai
4 Penerangan tentang objektif Penerangan mengapa objektif itu penting untuk misi & visi
6 Kekerapan masa pengukuran & Polariti Bilangan pengukuran dan trend pergerakan: cth meningkat itu baik atau
menurun itu baik
7 Jenis unit pengukuran Contoh: peratus/ ranking/bilangan/ratio/tahap pencapaian
13 Target Prestasi (3-5 tahun) Pengukuran prestasi: cth 10%/ bilangan 2/ Tahap Johan
Penjelasan Kepuasan pelanggan merujuk kepada % peserta kursus berpuas hati dengan program latihan yang sediakan oleh IAB. Ianya dinilai melalui skor komposit yang kira daripada
Ukuran: skor sesi latihan(BK9)-90% dan skor pengurus kursus( Item 5 BK 10)
Formula: 90% Skor Pengendalian Sesi Latihan (BK 9) + 10% skor Pengurus Kursus ( item 5 BK 10)
Sumber Data : Penilaian Peserta kursus melalui sistem elektronik / manual BK 9 dan BK 10 yang diproses di Pejabat Urusetia Kursus
Tinggi kerana dapat dianalisa secara 'on-time' pada akhir setiap kursus secara Pengumpul
Kualiti Data : elektronik En.Saufie bin Abdul Manaf (Penyelaras Program IAB)
Data:
2009 2010 2011
TOV: 95% Sasaran:
100% 100% 100%
Rasional
Inisiatif
Sasaran
Kepuasan pelanggan adalah matlamat utama kualiti . Skor kepuasan pelanggan
adalah penting untuk menilai sejauhmanakah program-program latihan IAB 1. Program orientasi dan Pembangunan pensyarah
dilaksanakan dengan berkesan. 2. Pematuhan Prosedur Kualiti PK-OP-02 dan Semakan
Target 100% menunjukkan aspirasi IAB untuk mencapai 'zero-defect' dalam
sistem penyampaian perkhidmatan yang diberikan serta penekanan kepada 3. Latihan Pengurusan Kursus
'value for money'
4.Menyediakan kemudahan kursus yang lengkap dan terbaik
5.Memantapkan instrument penilaian kursus
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mbustaman.IAB.KPM.15
Bengkel Pembinaan Kamus Data
Inisiatif
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RUMUSAN: Rajah Pokok Untuk
Perhubungan Misi dengan Sasaran
KPI 1 S -3
Misi
M1 O1 tahun Inisiatif,
Pelan
KPI 2 s Tindakan
Visi & Pelan
O2 KPI 3 s Operasi
M2
O3
STRENGTHS WEAKNESSES
INTERNAL
1. 1.
ENVIRONMENT
2. LIST STRENGTHS 2. LIST WEAKNESSES
3. 3.
EXTERNAL
ENVIRONMENT 5.
4.
6.
Jumlah 32 21 18 10 30 19 24 16
01: Peningkatan 1.1 Peratus tahap Tov:: 80% Timbalan Ketua Bahagian
kapasiti dan kepuasan kerja warga Pengarah sektor Pengurusan dan
keupayaaan 2018: 85% khidmat pentadbiran
organisasi pengurusan
2019: 86%
2020:88%
Peningkatkan GPS 2.0 1.8 1.7 1.50 1. meningkakan Kapibiliti GPK 1 (p)
prestasi guru dalam P&P
UPSR
2. meningkakan Kemahiran
% Lulus 93 94.5 97.0 100 Belajar pelajar
GPK HEM
3. Meningkatkan sokongan
% 5As komuniti GPK koku
10%.1 12% 16% 20%
1. Strategi/Inisiatif Strategik
2. Tindakan/Program & Tanggungjawab
3. Masa (tarikh pelaksanaan)
4. Sumber (bajet)
4. Indikator (KPI)-petunjuk prestasi program
5. Sasaran Pencapaian
6. Pelan Kontigensi/B (pada aktiviti yang perlu)
1 Program Maju Diri GPK HEM Minggu 1 Jan, RM500.00 murid lebih positif dan % murid yang berubah 100%
Mei, Julai PIBG berminat untuk belajar sikap dan minat
belajar
2 Bengkel Kemahiran GBSM 2 hari RM300.00 Murid menguasai % murid dapat 100%
belajar Mac KAUNSELING kemahiran belajar pendedahan
Setiap tahun
(Kelas peperiksaan)
SUMBER DELIVERABLES
• 1. Nama Program
• 2. Rasional
• 3. Objektif Program
• 4. Tarikh dan Tempoh Pelaksanaan
• 5. Jawatankuasa pelaksana dan senarai tugas
• 6. Kos Pelaksanaan
• 7. Jadual Tindakan (senarai proses kerja termasuk carta aliran kerja) & tindakan kontingensi
• 8. Penilaian Program
• 9. Tindakan Susulan
• 10. Lampiran Berkenaan
Dalam kajian lain, Fortune mendapati bahawa dalam lebih daripada 70%
peratus daripada kes-kes apabila CEO gagal bukan berpunca daripada
strategi tetapi pelaksanaan yang jauh menyimpang.
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
gn-off
MISI VISI
MATLAMAT:
Bil Nama Risiko Isu Isu Punca Risiko Strategi Kaedah Tanggungjawa Kajian Semula
(Risk Area Dalaman Berkaitan (Source Of Keberangkalian Impak Tahap Risiko Penyelesaian Pelaksanaan b (Review)
& Name) & luaran Stakeholde Risk) (Risk Severity) (Mitigation (Key Controls) (Responsibilit
rs (insiden) Strategy) y/
Risk Owner)
1. Bidang
risiko
1.1. nama
risiko
1.2. nama
risiko
10. http://managementhelp.org/plan_dec/str_plan/str_plan.htm