Slide Ethos Edited
Transcript of Slide Ethos Edited
-
7/27/2019 Slide Ethos Edited
1/45
VALUES AND PRINCIPLES FOR PUBLIC ADMINIST
MOHD SHAHRIM BIN HUSSIN
DEPUTY DIRECTOR
MALAYSIAN ADMINISTRATIVE MODE
MANAGEMENT PLANNING UNIT (MA
ETHOS
-
7/27/2019 Slide Ethos Edited
2/45
SCOPE OF
PRESENTATION
The Malaysian Public Sector
Transformation Journey
The Current Landcape
Why Public Service Ethos?
-
7/27/2019 Slide Ethos Edited
3/45
Productivity (1980s)
Work ProcedureManual
Desk File
Punch Cards
Name Tags
Quality Management
(1990s)
Total QualityManagement (TQM)
Clients Charter
Quality Control Circle
MS ISO 9000
Public Sector Quality
Awards
E-Government (2000-2010)
E-GovernmentFlagship (MultimediaSuper Corridor MSC)
National Integrity Plan
ICT Strategic Plan
Star Rating
Transformation
No Wrong Doo
eKL
Business Proce
Reengineering National Aspira
1Malaysia,GovTransformation
(GTP), EconomProgramme, 5Development P
1Gov*Net
MySTAR
THE MALAYSIAN PUBLIC SECTOR
TRANSFORMATION JOURNEY
-
7/27/2019 Slide Ethos Edited
4/45
THE CHANGING ROLEOFTHE
PUBLIC SERVICE
-
7/27/2019 Slide Ethos Edited
5/45
LEADERSHIP TRANSFORMATIONIN
THE MALAYSIAN PUBLIC SERVICE
-
7/27/2019 Slide Ethos Edited
6/45
THE RELATIONSHIPBETWEEN
PUBLIC SERVICE EFFICIENCYAND
NATIONAL COMPETITIVENESSAND PROSPERI
-
7/27/2019 Slide Ethos Edited
7/45
THE CURRENT LANDSCAPE
GOVER
NMENT
TRANSFORMATION
PROGRAMME(GTP)
ECON
OMIC
TRANSFO
RMATION
PROGRAM
ME(ETP)
10th Malaysia PlanVALUE FOR
MONEY
SENSE OF
URGENCY
INTEGRITY
CREATIVI
TY &
INNOVATI
ON
1MALAYSIA.PEOPLE FIRSTPERFORMANCE NOW
NATIONAL MISSION
VISION 2020
-
7/27/2019 Slide Ethos Edited
8/45
-
7/27/2019 Slide Ethos Edited
9/45
THE NEED FOR PUBLIC SERVICE
ETHOS
Transformative trends have resulted in a new
within the Public Service that warrants a revisit of
of ethos among public servants.
a strategic response to realise the government's commitment in
improving public service delivery using the platform of transforming
the mindset, as well as inculcating the practice of good values.
-
7/27/2019 Slide Ethos Edited
10/45
PUBLIC SERVICE ETHOS
PUBLICSERVICEETHOS
SENSE OFURGENCY
CLIENTFOCUSED
COLLABORATEANDCOOPERATE
INNOVATIONAND
CREATIVITY
CONSULTATION/ENGAGEMENT
COMPLAINTIS A GIFT
SEEKKNOWLEDGE
UPGRADESKILLS
-
7/27/2019 Slide Ethos Edited
11/45
-
7/27/2019 Slide Ethos Edited
12/45
I look for three things in
people. The first is perintegrity, the second
intelligence and the thi
high energy level. But, dont have the first, the
two will kill you.
Warren Buffett (CEO, Berkshire Hathaway)
The Speed of Trust, 2006
-
7/27/2019 Slide Ethos Edited
13/45
INTEGRITY
NO COMPROMISE
NO TRADE-OFF between integrity and efficiency
Does not only mean CORRUPTION, also in :
Time management
Service delivery
Decision makingTransaction
All conduct
-
7/27/2019 Slide Ethos Edited
14/45
INTEGRITY
IMPLEMENTATION
To manage time efficiently and effectively
To provide quality customer service
To make fair and transparent decisions
To manage the organisations resources wisely To observe public service ethics
-
7/27/2019 Slide Ethos Edited
15/45
Laporan Mystery Shopping
Amalan Senyum
Sumber: Laporan daripada
Bahagian Inspektorat dan
Pengiktirafan, MAMPU.
INTEGRITY
-
7/27/2019 Slide Ethos Edited
16/45
http://expansiveperspective.com/wp-content/uploads/2011/12/senseofurgency.jpghttp://expansiveperspective.com/wp-content/uploads/2011/12/urgency_stopwatch.png -
7/27/2019 Slide Ethos Edited
17/45
I have been impressed with the urgency of doing. Know
not enough; we must apply. Being willing is not enoug
must do.
Leonardo
-
7/27/2019 Slide Ethos Edited
18/45
Be RESPONSIVE
IMMEDIATE FOLLOW-UP on decisions EXPEDITE matters
- If something will be approved anyway, give app
immediately
Do not DELAY decisions Always have DEADLINES
Always have PERSON RESPONSIBLE
SENSE OF URGENCY
-
7/27/2019 Slide Ethos Edited
19/45
IMPLEMENTATION
To make decisions and follow ups immediately
To assist customers without delay
To carry out tasks promptly in accordance to regu
To take action based on priority and urgency
To adhere to schedule and deadlines
SENSE OF URGENCY
-
7/27/2019 Slide Ethos Edited
20/45
-
7/27/2019 Slide Ethos Edited
21/45
-
7/27/2019 Slide Ethos Edited
22/45
CITIZEN FOCUSED
FACILITATE, do not frustrate;
Make things EASY for our clients;
SIMPLIFY the process;
Make the process TRANSPARENT
Same, consistent, fair treatment to all
Friendly service with a SMILE
Empathy, respect, concern for our clients
-
7/27/2019 Slide Ethos Edited
23/45
CITIZEN FOCUSED
IMPLEMENTATION
To provide service with a smile
To serve in a good and friendly manner
To speak in a polite tone
To maintain good conduct and discipline at all times
To organise A Day with Customers To assist customers beyond their expectations by
going the extra mile
To maintain fair, consistent and equal service to all
customers
-
7/27/2019 Slide Ethos Edited
24/45
COLLABORATE AND
-
7/27/2019 Slide Ethos Edited
25/45
Eliminate the silo mentality SHARING culture :
Share information
Share resources
Share across divisions,department and
ministries
No wrong door approach
Disseminate information to the lowest level
Everybody must be on the same page
COLLABORATE AND
COOPERATE
COLLABORATE AND
-
7/27/2019 Slide Ethos Edited
26/45
COLLABORATE AND
COOPERATE
IMPLEMENTATION
To share resources and facilities among agenci
To foster a culture of seamless public service
To share information between all levels within
organisation To advise and provide guidance to fellow offic
To instill team spirit
To enhance esprit de corps among public serva
-
7/27/2019 Slide Ethos Edited
27/45
-
7/27/2019 Slide Ethos Edited
28/45
-
7/27/2019 Slide Ethos Edited
29/45
SIMPLE ideas , made for GREAT change:-Need not be expensive to implement
-Challenge the status quo
Translate REDUNDANT processes and work eth
into FAST, SIMPLE and SENSIBLE work process
New ways of doing things OPTIMISE resource
INNOVATION AND
CREATIVITY
-
7/27/2019 Slide Ethos Edited
30/45
INNOVATION AND
CREATIVITY
IMPLEMENTATION
To develop and apply ICT to expedite work
To think out of the box as oppose to business as usual
To sustain a work culture based on creativity and innovatio
through the commitment and support of top management
To establish Innovative and Creative Circle (ICC) in the
Workplace
To re-engineer work processes and procedures
-
7/27/2019 Slide Ethos Edited
31/45
-
7/27/2019 Slide Ethos Edited
32/45
I'm not being evasive but I am saying I'm not a scientnot directly involved in the consultation however t
must be sound, it must be agreed and the consultation
a high quality or no one will have any confidence in the Jo
-
7/27/2019 Slide Ethos Edited
33/45
CONSULTATION/ENGAGEMENT
The days where Government knows best is overLISTEN to our customers
Regular CONSULTATION
Private Sectors
Relevant Organisations
PublicPeers & subordinates
Make it a HABIT
-
7/27/2019 Slide Ethos Edited
34/45
CONSULTATION/ENGAGEMENT
IMPLEMENTATION
To provide channels for feedback and suggestions
To set up a task force involving customer and
Stakeholders
To introduce awareness programmes for public servants
in meeting the needs and expectations of the public
To hold dialogue sessions, meetings, seminars,
conferences and public surveys that involve the private
sector in the formulation of public policies
-
7/27/2019 Slide Ethos Edited
35/45
COMPLAINT IS A GIFT
-
7/27/2019 Slide Ethos Edited
36/45
Don't believe what your eyes are telling you. All they show is l
Look with your understanding, find out what you already know,
see the way to fly ; Every problem has a gift for you in its hands
- R
-
7/27/2019 Slide Ethos Edited
37/45
Complaints are valuable feedbacks for furtimprovements
Attend to complaints urgently
Listen attentively, with an open mind
Be responsive to address all complaints
COMPLAINT IS A GIFT
-
7/27/2019 Slide Ethos Edited
38/45
COMPLAINT IS A GIFT
IMPLEMENTATION
To attend to complaints promptly and prudently
To listen to the complaints with empathy and an open min
To be responsive in solving complaints
To resolve all complaints
To reduce bureaucracy
To understand the needs of customers
-
7/27/2019 Slide Ethos Edited
39/45
KNOWLEDGE AND
SKILLS
-
7/27/2019 Slide Ethos Edited
40/45
If you don't know your own worth and value, t
don't expect someone else to calculate it for yo- Pa
-
7/27/2019 Slide Ethos Edited
41/45
KNOWLEDGE AND SKILLS
IMPLEMENTATION
To read new materials
To observe and learn from knowledgeable and experienced in
To attend trainings, seminars and workshops
To participate voluntarily in academic programmes
To voice suggestions and opinions in discussions through focu
approach
To benchmark the skills and knowledge of the best individuals
KNOWLEDGE AND SKILLS
-
7/27/2019 Slide Ethos Edited
42/45
KNOWLEDGE AND SKILLS
Read books, autobiographies,learn from successful people, seek
Benchmark against the best GOAL : To be BENCHMARKED BY TH
Attend trainings, volunteer for projects, upgrade skills
Speak up in meetings; share ideas and suggestions for improvem
-
7/27/2019 Slide Ethos Edited
43/45
Economic po Strategic DeWidely respeHighly civiliseLeading knowProducing visedge innovati
KedudukaKe-3
FUTURE DIRECTION2015
World Class
Public Sector
2020
DevelopNation
2
Grea
High Performance andIntegrity Human CapitalSeamless governmentService delivery beyondexpectationWorld recognition
Top 10 CompetitivenessRanking
Inventing NationFirst Class MentalityDeveloped countryInnovative culturedNational UnityWealth sharing, high incomeHigh moral values
Top 5 CompetitivenessRanking
CONCLUSION
-
7/27/2019 Slide Ethos Edited
44/45
CONCLUSION
When it comes to the future, there are three kinds
people: those who let it happen, those who make
happen and those who wonder what happened
Kata orang, apa yang kita semai, itu
tuai. Penjawat awam juga adalah raky
yang kita buat, itulah yang akan kita d
apabila kita sentiasa berusaha mem
meningkatkan tahap penyampaian p
kepada rakyat, manfaat yang sama
oleh kita juga. Inilah yang saya Merakyatkan Perkhidmatan Awam.
-
7/27/2019 Slide Ethos Edited
45/45
MALAYSIAN ADMINISTRATIVE MODERNISATION AND
MANAGEMENT PLANNING UNIT (MAMPU)
PRIME MINISTERS DEPARTMENT, MALAYSIAwww.mampu.gov.my