1 FACULTY OF SCIENCE ADMINISTRATIVE AND POLICY STUDIES DIPLOMA IN PUBLIC ADMINISTRATION (AM110) SUBJECT CODE: PAD253 PRINCIPLES OF PUBLIC SECTOR QUALITY MANAGEMENT TITLE: A PROPOSAL ON THE EKSA IMPLEMENTATION IN UiTM CAWANGAN KELANTAN KAMPUS MACHANG PREPARED FOR: MISS NORHAYATI BINTI YAACOB PREPARED BY: NAME MATRIC NO. GROUP 1 NUR SABRINA BALQIS BINTI ABDUL RAZAK 2021822226 D1AM1104A 2 NUR AMALIN AISYAH BINTI MOHD ZUKI 2021882508 D1AM1104A 3 NUREEN AISYAH QISTINA BINTI AB RAHMAN 2021209052 D1AM1104A 4 SITI NUR SYAHIRAH BINTI SAID KOYANYIKOYA 2021879382 D1AM1104A DATE OF SUBMISSION: 14/5/2023
2 ABSTRACT The application of the Public Sector Conducive Ecosystem (EKSA) was determined. MAMPU has taken the initiative to enhance the implementation of 5S Practice in the Public Sector Conducive Ecosystem (EKSA). This is in line with efforts to strengthen the culture of high-performing and innovative organizations among the public sector agencies through the provision of environment, work culture, and values that are the practice of all public sector agencies. This assignment requires us to do Public Sector Conducive Ecosystem (EKSA) in UiTM Cawangan Kelantan Kampus Machang by zones. The zone we chose is Pusat Islam (PI) and Medan Ilmu. EKSA that we need to implement is in terms of corporate image, creativity and innovation, green practice, and a conducive environment. We found that the places lack the elements of EKSA and need improvement. The application of these elements in this task leaves a positive impact on its conduciveness. In conclusion, there is a necessity in applying EKSA to every workplace to assure the productivity of the workers. Through EKSA, a spirit of cooperation, healthy competition and positive organizational values can be nurtured among workers. EKSA can also raise awareness about resource management more efficiently and cost-effectively. Therefore, effective implementation of EKSAs can be a daily practice that will create a conducive environment while making employers more professional further reinforcing the public sector image.
3 ACKNOWLEDGEMENT We would like to thank our lecturer, Miss Norhayati Yaacob for giving encouragement and guidance to us in completing this task. If not, it would be hard for us to make this done. Other thanks are to our group members that consist of Nur Sabrina Balqis Abdul Razak, Nur Amalin Aisyah Binti Mohd Zuki, Nureen Aisyah Qistina Abd Rahman, and Siti Nur Syahirah binti Said Koyanyikoya for giving the effort to accomplish this assignment at its best by providing data, spending time study over the topic despite their busy schedule.
4 Table of Contents ABSTRACT............................................................................................................... 2 ACKNOWLEDGEMENT............................................................................................ 3 PART 1: INTRODUCTION TO EKSA........................................................................ 5 1.1 Definition of EKSA..................................................................................... 5 1.2 Objectives of EKSA................................................................................... 5 PART 2: OVERVIEW OF THE EKSA IN PUBLIC INSTITUTION .............................. 6 2.1 Elements......................................................................................................... 6 2.2 Evaluation Criteria ......................................................................................... 7 PART 3: EKSA INITIATIVE IN UiTM KELANTAN..................................................... 9 3.1 Committee Structure...................................................................................... 9 3.2 Identification of Zones..................................................................................12 3.3 Documentation of Issues and Recommendations of Rectification. ..........16 PART 4: CONCLUSION AND LEARNING REFLECTIONS.....................................26 4.1 Conclusion................................................................................................26 4.2 Learning reflection ...................................................................................26 References..............................................................................................................27
5 PART 1: INTRODUCTION TO EKSA 1.1 Definition of EKSA EKSA is Public Sector Conducive Ecosystem (Ekosistem Kondusif Sektor Awam). It is a practice of new branded 5S which are Sort, Set in order, Standardise, Shine, and Sustain (“Implementing 5S: To Promote Safety & Housekeeping - ProQuest,” 2023). The acronym of 5S practice originated in Japan. However, EKSA does not change the application of 5S but enhances the practice of 5S by adding new elements to it considering the need to highlight a quality and conducive work environment to be more relevant to the public sector agencies in Malaysia. These branding measures are considered appropriate and in line with current changes and demands to enhance organizational performance and competitiveness while furthering the creative and innovative culture of the public sector agencies. Some elements have been practiced in EKSA: 1. Corporate image 2. Creativity and innovation 3. Go Green practice. 4. Conducive environment. 5. The variation of government agencies. 1.2 Objectives of EKSA The objectives of EKSA’s rebranding were implemented to help government agencies (Objektif EKSA, 2023): 1. To widen application in government agencies to develop a conducive environment. 2. To improve corporate image. 3. To contribute to creativity and innovation initiatives in line with public demands. 4. To encourage activities towards creating an environmentally friendly atmosphere through the culture of Green Practice. 5. To assure that the auditing element fulfils the requirements of the government agency.
6 PART 2: OVERVIEW OF THE EKSA IN PUBLIC INSTITUTION 2.1 Elements To accomplish its goals, EKSA requires the use of up to five (5) different elements. Corporate image, creativity, and innovation, green practices, often known as Go Green, a supportive atmosphere, and agency diversity are a few of them. Firstly, corporate images are the initial component. A company's corporate image may be thought of as its identity or consumers' perceptions of the organization. Creating an entity name is generally one of the things that might influence the corporate image of an organization. In addition to this, a company's corporate image may be enhanced if it has a unique logo. The corporate image also includes the mission and vision statements. A customer charter must also be established by the organization to guarantee job quality. The customer charter is crucial since it protects customers' rights when they use a company's services. As an instance, on March 31, 2023, Datuk Seri Ahmad Maslan, Deputy Minister of Finance I, officially launched the Public Sector Housing Financing Board's (LPPSA) e-Counter and Customer Charter, as reported on the Malaysia Gazette website. (Affan Fauzi, 2023) The second element is creativity and innovation. All workers are encouraged by EKSA to practice a culture of creativity and innovation to boost productivity at work. The State Public Service Roadmap 2010–2020 has creative and innovative culture as one of its pillars, according to a piece by Datu Dr. Penguang Manggil, Deputy Minister of Local Government, published on the Utusan Borneo Online website. If we can foster this imaginative and cutting-edge behavior, there are several advantages. may repurpose unwanted items as practical tools in the workplace, indirectly reducing environmental pollution. (Budaya Kreatif, Inovatif Teras Perkhidmatan Awam, 2017) Green practices, or "Go Green," are the following element: This component puts the ideas of recycling and water and energy conservation to use in the effort to conserve resources. Consumers can simultaneously safeguard the environment if they can apply and practice green practices. Supply different colored garbage cans and mark them with the appropriate type, such as glass, plastic, paper, and aluminum, which is an easier-to-implement example. Additionally, it might make garbage disposal easier. Put the energy-saving notification on the switch simultaneously to remind consumers to conserve energy.
7 A suitable environment's components are also incorporated into the implementation of EKSA. An ideal setting is convenient and welcoming. For instance, to create a conducive workplace, arrange seats and desks in an ordered manner consistent with the company image and avoid blocking the route to avoid interfering with workers' ability to move around while working. Additionally, a business must offer an appropriate location to make it simpler for individuals with disabilities (OKU), if there are any. Last but not least, EKSA introduced an improved evaluation and auditing model with precise criteria that take into consideration different departments or agencies depending on the type of service offered. In conclusion, there are five (5) elements introduced in the implementation of EKSA. 2.2 Evaluation Criteria The implementation of EKSA in a location may be evaluated based on a wide range of factors. One (1) is the lowest mark that may be awarded, and five (5) is the highest. Therefore, if a region wishes to adopt EKSA successfully, it must fulfill the score criteria. An organization that implements the EKSA is qualified to earn a Certificate of Recognition if the score is higher than the required minimum level. Below is the table that shows the all component contain in the evaluation criteria. (Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia, 2015) Bil Component Elements 1. Component A The main requirements of implementation 2. Component B Physical 3. Component C Public place 4. Component D Environmental safety 5. Component E1 The area surrounding the department (Agency has its own building and area) 6. Component E2 Department environment area (Agencies have buildings and share areas)
8 7. Component F Specifically: 1. Training Centre 2. Hospital/Clinic 3. District Health Office 4. Dental Clinic 5. Mosque 6. Court 7. Police Station 8. Immigration 9. Local Authorities 10. School 11. General The components and areas that are available in the assessment criteria are shown in the above table. However, for this assignment, only components A, B, C10, D, F3, and the general area are suitable to be evaluated. For further references, please refer to Appendix A as provided.
9 PART 3: EKSA INITIATIVE IN UiTM KELANTAN 3.1 Committee Structure Figure-1 As we know, to execute or implement anything to achieve our desired goals, we must create or form an organizational chart that consists of people involved in activities or bureaucracies that we manage. In connection with that, we need people to work based on their expertise which they have huge knowledge and enough skills to handle that position. Here is the table of job descriptions according to the position required to handle the EKSA’s programs: POSITION FUNCTIONS Patron 1. Determining the direction overall implementation of EKSA 2. Introduce the functions and benefits of executing EKSA. 3. Sanction the implementation guidelines, plans, and budgets. Chairman 1. Conclusive direction and form a plan planning at the division level. 2. Aid the patron in ensuring the successful implementation of the EKSA. 3. Verifying the achievement of EKSA objectives
10 Facilitator 1. Certify all groups followed and compliant rules and guides have been given completely. 2. Significantly the division of each zone will be improved. 3. Provide training and guide the head zones and members to have clear information about the activities. 4. Become an intermediator for delivering the latest particular information between top management with groups that implementing. 5. Monitor the activities to be on the right track. Coordinator 1. Coordinate EKSA programs 2. Assisting promotional activities, training and auditing are under his oversight. 3. Schedule a meeting committee implementation of EKSA 4. Publicizing the latest information on the implementation of EKSA in the organization. 5. Acknowledge the report progress and execution status of EKSA activities Secretary 1. Prepare and distribute minutes and meeting documents to all involved in the meeting at the moment. Promotion Committee 1. Identify promotional campaigns to cultivate awareness of participation. 2. Analyze the effectiveness of promotional activities that have been implemented. 3. Put together the plan implementation of activities for EKSA promotion. 4. Scheme and allocate budget to ensure promotional activities can be executed as planned. 5. Report the status of the implementation of activities and the level of awareness of the EKSA among the citizens to the main committee Training Committee 1. Supply training plans to foster understanding of concepts and EKSA to all citizens. 2. Identify the necessary training from time to time to strengthen EKSA activities as well as other quality improvement practices. 3. Assure that every citizen is allowed to attend training.
11 4. Report the status of the implementation of activities and the level of awareness of the EKSA among the citizens of the main committee. Auditing Committee 1. Lay out appropriate audit criteria. 2. Gain approval from the EKSA’s main committee. 3. Determining the frequency of audit activities within the initial stage the audit is performed more often. 4. Review audit criteria from time to time as required. 5. Outline the implementation status of activities to the main committee. Head of Zones 1. Planning activities group. 2. Impart feedback reply on EKSA implementation status to the facilitator. 3. Conduct a meeting periodically with group members. 4. Encourage the involvement of all members in doing the activities. 5. Giving guidance and tutoring the group members. Members of committee 1. Committing continuously to the implementation of EKSA. 2. Collaborate in groups and be responsive. 3. Attend a meeting and voice out ideas for the successful implementation of EKSA.
12 3.2 Identification of Zones Figure-2
13 For informational purposes, MAMPU has tried to enhance the application of the 5S Practises, which have been renamed the Public Sector Conducive Ecosystem (EKSA). It was implemented starting in January 2014 as part of the Public Sector 5S Practice's makeover initiative to highlight the importance of creating a positive work environment for Malaysia's public sector departments and agencies. (Conducive Public Sector Ecosystem (EKSA), 2021)). In recognition of this, we have chosen Pusat Islam at UiTM Kelantan to implement and complete the requirements of EKSA and decide to divide it into various sections. By this, the division of zones should be explained through the creation of a zone location plan for ease of references: 1) A Zone – Office including available rooms. Through this, it shows that the office somehow is not in the real perception of how it is to be shown to the agencies or the department there. The particular reason for it is this zone should be proven that conceptualize the corporate image of the department since the clients will necessarily deal with the office business that is related to the office. To be exact, the office is just as crucial to the company as the brain is to the body. The office thus serves as the company's brain. Information is gathered from various internal and external sources, registered, organized, and analyzed before being made available for management. The office contains a wealth of information, both recent and historical. (Ms.thpanorama.com, 2023) For instance, files that contain significant documents or are used as a reference should be properly labeled and put on the shelves to make it easy for people to look for specific files. Other than that, there should also be elements that reflect the actual appearance and part of the office. As the office is one of the most important spaces in the establishment of small or large organizations. 2) B Zone - Corridor Alongside the corridor, which is B zone, some facilities can be provided there. The corridor itself means long paths in each building. Usually, the size of this hallway is long and connects different parts of the building. However, the width of the corridor depends on the function of the building. Regarding the Pusat Islam corridor, such as water filler has been provided around the corridor. The particular reason for that is, people who cross the corridor can refill their bottles and can have a cup of water. Other than that, a directory signboard
14 should be publicly shown to ensure people do not lost. In addition, there are shoe racks there to train people to arrange their things properly. Moreover, along the corridor, it must be supplied with a rubbish bin. This is to ensure people know how to save nature by throwing away rubbish and not litter. Last but not least, the corridor must have at least one bench to serve as a waiting place. By this, the corridor is really important as it can fit something that give beneficial to people. 3) C Zone - Parking area and Medan Ilmu The next zone that we focus on is the C zone which consists of parking either for motorcycles or motorcars. The parking lot is the place where the owner of the vehicle stops the vehicle and leaves it for a while. Thus, there is a difference between a parked vehicle and a vehicle that temporarily stops by. There are various types which are people can park by sideroad or reverse parking. Reverse parking involves park into a spot so that you can then move forward out of it. It may be an easy way to lower the potential of collisions. To be exact the benefit of reverse parking is providing uniformity of vehicle arrangement during parking. In addition, a safety measure to facilitate anyone to drive their vehicles out of the parking lot if they are threatened with safety or have an emergency. In this case, most parking for cars should apply this type of parking to make things easier. Meanwhile, provide clear signs or lines between parking lots supplied either for motorcycles or cars so that drivers will park their vehicles following the parking space given. Apart from that, there is Medan Ilmu which is next to Pusat Islam. It is a huge place of parking that is specifically for students, a hall, and an emergency assembly point for people who are in UiTM. In another situation, Medan Ilmu also could be a place that is used as a program, a marching place for cocurricular since it has a wide range of areas. 4) D Zone - Toilet ( Women, Men) and Wudu’ Place Last but not least to be focused on is the D zone which includes the toilet that is specific for women and men and not to forget wudu’ place for both genders as well as need to be taken care of. One of the main inspiring factors people have to utilize the given toilets is how clean it remains. By following basic toilet etiquette, users can contribute significantly to sustaining the toilet's cleanliness in such a circumstance.
15 On top of that, as this is one of the main causes of dirty toilets, it's crucial to dispose of waste like toilet paper in the areas designated for it. As a result, we must add some equipment and supply a sign to ensure that the toilet can be kept clean and does not smell unpleasant. Furthermore, for wudu’ place, we must ensure that the floor is not slippery, which is required to be dry to avoid any accident happening. For instance, people can make sure the drain is correctly closed thus avoiding water waste and toilet overflow. In particular, the members of the committee that are in charge ought to think about building an office or placing hygiene supplies in every location in the available area either at wudu’ place or toilets. 5) E Zone - Classroom (S102 and S103) Apart from that, another zone that should be taken care of is the E zone which has two classrooms S102 and S103. The most crucial setting for the teaching and learning session is the classroom. This is because students spend a lot of time in the classroom learning. This is because the classroom is formally defined as a space where a lecturer teaches a group of students. Therefore, classroom management or arrangement is one of the important elements of teaching and learning as it can increase the motivation of students in class by having a conducive class. To illustrate, there should be a layout of each class to ensure the formality of arrangement in the classroom. In another aspect, everyone should be able to take advantage of a clean environment that remains conducive as it should be in these kinds of situations, especially when the educational process is ongoing. In this situation, we may guarantee workplace cleanliness and conducive learning environments by engaging in activities like this.
16 3.3 Documentation of Issues and Recommendations of Rectification. For the purpose of this assignment, there are a few recommendations for the implementation of EKSA to encounter the issues. This is to ensure that Pusat Islam has a conducive and comfortable area for users. The explanation of recommendations in Pusat Islam and Medan Ilmu is as stated in the table below. WOMEN TOILET BEFORE AFTER DESCRIPTION Figure-3 Figure-4 The picture after shows the plan of the toilet and switch suggested to be EKSA for the layout of the toilet and easily people to find the right switch. Elements: innovation and creativity/corporate image Figure-5 Figure-6 Label: JIMATKAN PENGGUNAAN AIR Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity Figure-7 Figure-8 Label: TONG SAMPAH TUALA WANITA Design: 24cm x 8cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity
17 Figure-9 Figure-10 Label: TISU Design: 16cm x 5cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Blue Reason: contras with the wall Elements: conducive/innovative and creativity Figure-11 Figure-12 Label: SILA PAM SELEPAS DIGUNAKAN Design: 20cm x 8.5cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Blue Reason: contras with the flush Elements: conducive/innovative and creativity MEN TOILET BEFORE AFTER DESCRIPTION Figure-13 Figure-14 The layout for the lamp is displayed to be EKSA to make it easy for people to find the right switch. Label: JIMATKAN PENGGUNAAN TENAGA Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element Elements: green practice/innovative and creativity
18 Figure-15 Figure-16 Label: JIMATKAN PENGGUNAAN AIR Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element Elements: green practice/innovative and creativity Figure-17 Figure-18 Label: SILA PAM SELEPAS DIGUNAKAN Design: 20cm x 8.5cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Blue Reason: contras with the flush Elements: conducive/innovative and creativity MEN WUDU’ PLACE BEFORE AFTER DESCRIPTION Figure-19 Figure-20 The layout for the lamp is displayed to be EKSA to make it easy for people to find the right switch. Label: JIMATKAN PENGGUNAAN TENAGA Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element Elements: green practice/innovative and creativity/ corporate image
19 Figure-21 Figure-22 Label: JIMATKAN PENGGUNAAN AIR Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity WOMEN WUDU’S PLACE BEFORE AFTER DESCRIPTION Figure-23 Figure-24 Label: JIMATKAN PENGGUNAAN AIR Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity Figure-25 Figure-26 A slip mat is one alternative to EKSA to prevent people from slipping as this place is wet. Elements: innovative and creativity
20 CORRIDOR AREA BEFORE AFTER DESCRIPTION Figure-27 Figure-28 Label: SILA BUANG SAMPAH DISINI Design: 16cm x 7.5cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity Figure-29 Figure-30 Label: SUSUN SEMULA CAWAN SELEPAS DIGUNAKAN Design: 16cm x 9cm, laminated, Arial font and caps lock Color: Yellow Reason: visible to see by people Elements: innovative and creativity Figure-31 Figure-32 Label: PAPAN KENYATAAN Design: 17cm x 3.5cm, laminated, Arial font and caps lock Color: white Reason: visible to see by people Elements: innovative and creativity Figure-33 Figure-34 Label: SILA SUSUN KASUT ANDA Design: 30cm x 21cm, laminated, Arial font and caps lock Reason: visible to see by eye level Color: Blue Reason: contrast with the wall Elements: innovative and creativity
21 Figure-35 Figure-36 The signboard classroom was suggested to be EKSA to make it easily people to find the classroom. Label: BILIK KULIAH SI03 Size: 30cm x 15cm, laminated, Arial font bold and caps lock Color: Blue Reason: match with another directory as shown in the picture Elements: corporate image/innovation and creativity. Figure-37 Figure-38 The directory plan suggested to be EKSA allows us to know the position of the place in the building. Label: BILIK KULIAH SI03 Size: A2 (42cm x 59.4cm), laminated, Arial font bold and caps lock Color: Blue Reason: match with another directory as shown in the picture Elements: corporate image/innovative and creativity.
22 OFFICE BEFORE AFTER DESCRIPTION Figure-39 Figure-40 Label: AL-QURAN/BUKU RISALAH Design: 15cm x 3.5cm, laminated, Arial font and caps lock Tagging color: white Reason: visible to see by people. Elements: corporate image/innovative and creativity PARKING BEFORE AFTER DESCRIPTION Figure-41 Figure-42 Lines to be drawn at motorcycle parking lot to make it easier for motorcycles to park in an orderly manner. Elements: conducive/innovative and creativity Figure-43 Figure-44 The purpose of parking a motorcycle’s signboard is to alert drivers that a parking spot is insufficient for a vehicle, lorry, or van. Label: PARKIR MOTORSIKAL Size: 30cm x 10cm, laminated, Arial font bold and caps lock Color: Blue Reason: match with another directory as shown in the picture Elements: conducive/innovative and creativity
23 Figure-45 Figure-46 Reverse parking is used to make the environment safer when the driver leaves the parking space. Label: ZON REVERSE PARKING Size: 30cm x 10cm, laminated, Arial font bold and caps lock Color: Blue Reason: match with another directory as shown in the picture Elements: innovative and creativity/conducive CLASSROOM BEFORE AFTER DESCRIPTION Figure-47 Figure-48 Layout for the classroom is suggested to be EKSA to make sure all the equipment is in an orderly manner. People can refer to this layout to rearrange after use. Elements: innovative and creativity/corporate image Figure-49 Figure-50 The layout for the lamp, fan, and air conditioner is displayed to be EKSA to make it easy for people to find the right switch. Label: JIMATKAN PENGGUNAAN TENAGA Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity/ corporate image
24 Figure-51 Figure-52 Layout for the classroom is suggested to be EKSA to make sure all the equipment is in an orderly manner. People can refer to this layout to rearrange after use. Elements: innovative and creative/corporate image Figure-53 Figure-54 The layout of the lamp, fan, and air conditioner is displayed to make it easy for people to find the right switches. Label: JIMATKAN PENGGUNAAN TENAGA Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Elements: green practice/innovative and creativity/ corporate image
25 MEDAN ILMU BEFORE AFTER DESCRIPTION Figure-55 Figure-56 The picture shows the label on the switches suggested for people easily to find the right lamps and fans. Label: JIMATKAN PENGGUNAAN TENAGA Design: 15cm x 10cm, laminated, Arial font and caps lock Reason: visible to see by people Color: Green Reason: shows go green element. Label: L1-L8 K1-K3 Design:3cm x 3cm, Arial font, and caps lock Color: Orange and blue Reason: visible to see by people. Elements: green practice/innovative and creativity/ corporate image Figure-57 Figure-58 The picture shows the label on the lamp suggested to be EKSA for people easily to find the right switch. Label: L1-L8 K1-K3 Design:3cm x 3cm, Arial font, and caps lock Color: Orange and blue Reason: visible to see by people. Elements: green practice/innovative and creativity/ corporate image In conclusion, there are recommendations to be implemented to fulfil all of the EKSA’s elements. For further references about the labels and clear photos, please refer to Appendix B and C.
26 PART 4: CONCLUSION AND LEARNING REFLECTIONS 4.1 Conclusion EKSA implementing quality environment management in the workplace for students and staff in UiTM. Through the implementation of EKSA, UiTM citizens can together form excellent discipline and work ethics to produce high-performance service delivery. EKSA can foster the spirit of teamwork and encourage innovative and creative culture to improve the work process and achieve the set outcomes. Apart from this guide, all UiTM members are encouraged to refer to the circulars and regulations currently in force as well as other EKSA reference materials to assist in the implementation of this EKSA. 4.2 Learning reflection By doing this project, we have figured out how to apply EKSA at certain places. Also, we learned the benefits of implementing EKSA and the degree of its importance for UiTM staff and students. We are also faced with some problems such as time constraints. We need to allocate time preferably before the end of the due date assignment. Besides that, we also have problems thinking about the criteria and what needs to be done to make EKSA in our area. However, with the guidance of lecturers and friends, the problems encountered can be overcome eventually.
27 References Affan Fauzi. (2023, March 31). Ahmad Maslan Rasmi e-Kaunter dan Piagam Pelanggan LPPSA. MalaysiaGazette. https://malaysiagazette.com/2023/03/31/ahmad-maslan-rasmi-e-kaunter-danpiagam-pelanggan-lppsa/ Budaya kreatif, inovatif teras perkhidmatan awam. (2017, October 20). Utusanborneo.com.my. https://www.utusanborneo.com.my/2017/10/20/budayakreatif-inovatif-teras-perkhidmatan-awam Conducive Public Sector Ecosystem (EKSA). (2021). Laman Web Rasmi MAMPU. https://www.mampu.gov.my/en/products/conducive-public-sector-ecosystemeksa/ Geotab. (20 C.E., August 21). Why reverse parking is safer. Geotab. https://www.geotab.com/blog/reverseparking/#:~:text=It%20is%20much%20better%20to%20enter Objektif EKSA. (2023, April 7). Portal Rasmi Pejabat Pengarah Tanah Dan Galian Kelantan. https://ptg.kelantan.gov.my/index.php/en/profail/eksa/objektif-eksa Becker, J. E. (2001). Implementing 5S: To promote safety & housekeeping. Professional Safety, 46(8), 29. ms.thpanorama.com. (2023). Pejabat dalam Fungsi, Peralatan dan Bahan Dunia Perniagaan / Kerja. Thpanorama - Buat Diri Anda Lebih Baik Hari Ini! https://ms.thpanorama.com/articles/trabajo/la-oficina-en-el-mundoempresarial-funciones-equipo-y-material.html#:~:text=Fungsi.%20- %20Perkhidmatan%20penting%20yang%20disediakan%20oleh%20pejabat Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia. (2015). Panduan Pelaksanaan EKSA.
APPENDICES Appendix A KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A1) Dasar EKSA 1 Menyediakan garis panduan selaras dengan Dasar EKSA agensi. Garis panduan tidak disediakan Garis panduan disediakan kepada sebahagian warga agensi Garis panduan disediakan kepada semua warga agensi 2 Menyebar Dasar dan Garis Panduan EKSA serta memastikan semua warga kerja memahaminya. Dasar dan Garis Panduan EKSA tidak disebarkan Dasar dan Garis Panduan EKSA disebar dan difahami oleh sebahagian warga Dasar dan Garis Panduan EKSA disebar dan difahami oleh semua warga 3 Memastikan EKSA diamalkan dan dipatuhi oleh semua warga agensi. EKSA tidak diamalkan dan dipatuhi oleh warga agensi EKSA diamalkan dan dipatuhi oleh sebahagian warga agensi EKSA diamalkan dan dipatuhi oleh semua warga agensi 4 Memastikan dokumentasi berkaitan pelaksanaan EKSA disusun dengan teratur dan sentiasa dikemas kini termasuk perkara yang berikut: i. Minit mesyuarat ii. Surat lantikan Jawatankuasa iii. Laporan aktiviti Jawatankuasa Dokumentasi tidak teratur dan tidak dikemas kini Sebahagian dokumentasi teratur dan dikemas kini Semua dokumentasi teratur dan dikemas kini
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH 5 Mewujudkan keseragaman pelaksanaan EKSA seperti ketetapan agensi/garis panduan yang dibangunkan oleh agensi. Tiada keseragaman Keseragaman pada sebahagian agensi Keseragaman pada keseluruhan agensi 6 a) Menyediakan dan memaparkan sudut EKSA di tempat yang strategik (secara maya atau fizikal) dan mengandungi perkara seperti yang berikut: i. Dasar EKSAagensi ii. Carta organisasi iii. Gambar aktiviti sebelum dan selepas iv. Pelan lantai v. Carta perbatuan semasa vi. Informasi/hebahan vii. Tarikh kemas kini sudut EKSA Sudut EKSA tidak disediakan Sudut EKSA disediakan tetapi hanya mengandungi dua perkara seperti dicadangkan Sudut EKSA disediakan tetapi hanya mengandungi tiga hingga empat perkara seperti dicadangkan Sudut EKSA mengandungi semua perkara seperti dicadangkan Sudut EKSA mengandungi semua perkara seperti dicadang serta dipaparkan secara kreatif dan inovatif b) Memastikan maklumat dan bahan yang dipaparkan sentiasa dikemas kini dan dalam keadaan baik. Tidak terkini dan tidak berada dalam keadaan baik Sebahagian sahaja yang terkini dan dalam keadaan baik Terkini dan berada dalam keadaan baik
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A2) Jawatankuasa Pelaksana EKSA 7 a) Membentuk dan melantik Jawatankuasa Pelaksana EKSA yang terdiri sekurang-kurangnya tiga Jawatankuasa seperti yang berikut: i. Jawatankuasa Latihan ii. Jawatankuasa Promosi iii. Jawatankuasa Audit Jawatankuasa pelaksana tidak dibentuk dan tidak dilantik Jawatankuasa pelaksana dibentuk dan dilantik tetapi hanya mempunyai satu hingga dua jawatankuasa yang disyorkan Jawatankuasa pelaksana dibentuk dan dilantik serta mempunyai semua jawatankuasa yang disyorkan b) Melantik fasilitator terlatih sebagai pakar rujuk pelaksanaan EKSA. Fasilitator tidak dilantik Fasilitator dilantik tapi tidak terlatih Fasilitator telah dilantik dan terlatih 8 Merancang dan melaksana program/aktiviti EKSA secara berkala seperti yang berikut: i. Menyediadanmengemas kinicartaperbatuanaktiviti ii. Menyebar maklumat latihan, promosi dan audit iii. Melaksana program pengayaan ilmu Program/aktiviti EKSA tidak dirancang dan dilaksanakan Program/aktiviti EKSA dirancang tetapi tidak dilaksanakan Program/aktiviti EKSA dirancang dan dilaksanakan
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A3) Penglibatan Pengurusan Atasan 9 Melibatkan pengurusan atasan sebagai penaung/penasihat EKSA. Pengurusan atasan bukan penaung/ penasihat EKSA Pengurusan atasan sebagai penaung/ penasihat EKSA 10 Melibatkan pengurusan atasan dalam aktiviti EKSA seperti program kesedaran/pendedahan dan lawatan. Program tidak dilaksanakan Mempunyai program kesedaran/ pendedahan yang kurang aktif Mempunyai program kesedaran/ pendedahan yang aktif tanpa penglibatan pengurusan atasan Mempunyai program kesedaran/ pendedahan yang aktif dengan sebahagiannya melibatkan pengurusan atasan Mempunyai program kesedaran/ pendedahan yang aktif dengan penglibatan pengurusan atasan sepenuhnya 11 Membentang dan melaporkan pelaksanaan aktiviti EKSA dalam mesyuarat pengurusan. Aktiviti EKSA tidak dibentang dan dilaporkan dalam mesyuarat pengurusan Sebahagian aktiviti EKSA dibentang dan dilaporkan dalam mesyuarat pengurusan Semua aktiviti EKSA dibentang dan dilaporkan dalam mesyuarat pengurusan
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A4) Penilaian Kendiri (Self Assessment) 12 Melaksana audit pematuhan/audit dalam secara berterusan sama ada oleh jawatankuasa dalaman atau agensi luar/lain sekurangkurangnya dua kali setahun. Audit dalamtidak dilaksanakan Audit dalam dilaksanakan sekali dalam satu tahun Audit dalam dilaksanakan mengikut jadual 13 Menyebarkan hasil/laporan audit dalam untuk makluman dan tindakan susulan warga agensi. Hasil/laporan audit dalam tidak disebarkan Hasil/laporan audit dalam disebarkan kepada sebahagian warga Hasil/laporan audit dalam disebarkan kepada semua warga 14 Mengemukakan Laporan Penilaian Kendiri kepada MAMPU selepas setahun menerima pensijilan (hanya untuk pensijilan semula). Laporan Penilaian Kendiri tidak dikemukakan kepada MAMPU Laporan Penilaian Kendiri dikemukakan kepada MAMPU
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A5) Pengiktirafan 15 Melaksanakan program pengiktirafan EKSA di peringkat agensi seperti contoh anugerah yang berikut: i. Zon Terbaik ii. Bilik Terbaik iii. Bahagian Terbaik iv. Ruang KerjaTerbaik v. Tandas Terbaik vi. Hasil KreativitiTerbaik vii. Anugerah Amalan Hijau Terbaik Program pengiktirafan tidak dilaksanakan Satu hingga dua program pengiktirafan dilaksanakan Sekurangkurangnya tiga program pengiktirafan dilaksanakan Empat program pengiktirafan dilaksanakan Lima atau lebih program pengiktirafan dilaksanakan 16 Menerima pengiktirafan dan ditanda aras sama ada di peringkat jabatan/daerah/negeri/ kebangsaan atau lain-lain. Tiada pengiktirafan diterima/tidak ditanda aras oleh agensi lain Menerima pengiktirafan tetapi tidak ditanda aras oleh agensi lain Menerima pengiktirafan dan ditanda aras oleh agensi lain 17 Menyebarkan dan mempamerkan maklumat mengenai program pengiktirafan kepada semua warga agensi. Program pengiktirafan tidak disebarkan Program pengiktirafan disebarkan dan dipamerkan kepada sebahagian warga Program pengiktirafan disebarkan dan dipamerkan kepada semua warga
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A6) Pembudayaan Kreativiti dan Inovasi 18 Melaksanakan inovasi/amalan baik(bestpractice)yangboleh meningkatkan produktiviti dan kualiti kerjawarga. Program inovasi/ amalan baik (best practice) tidak dilaksanakan Program inovasi/ amalan baik (best practice) dilaksanakan 19 Melaksanakan program kreativiti dan inovasi seperti contoh yang berikut: i. Kreativiti menggunakan barangan terpakai ii. Barangterpakaiuntukhiasan iii. Hiasan/kegunaanEKSA Program kreativiti dan inovasi tidak dilaksanakan Program kreativiti dan inovasi dilaksanakan
KOMPONEN GENERIK KOMPONEN A KEPERLUAN UTAMA PELAKSANAAN 1 2 3 4 5 MARKAH A7) Tindakan Penjimatan/Go Green 20 a) Melaksanakan program penjimatan tenaga/sumber secara menyeluruh seperti contohcontoh berikut: i. Notis/arahan penjimatan tenaga ii. Penggunaan lampu/peralatan jimattenaga(saveenergy) iii. Penetapan suhuoptimum iv. Penjimatan kertas v. Penjimatan air vi. Kempen hijau Tidak melaksanakan program penjimatan tenaga Melaksanakan sekurangkurangnya dua program penjimatan tenaga Melaksanakan sekurangkurangnya tiga program penjimatan tenaga b) Melaksanakan program/usaha kitar semula peringkat agensi. Tiada program/ usaha kitar semula dilaksanakan Program/usaha kitar semula dilaksanakan c) Menyediakan analisis penjimatan, contohnya: i. Kos ii. Masa iii. Tenaga Pekerja iv. Ruang Tiada analisis penjimatan disediakan Analisis penjimatan disediakan JUMLAH SKOR (KOMPONEN A) Jumlah Markah : /120X100%= % (Jumlah Markah Diperoleh Dibahagi dengan Jumlah Markah Penuh bagi Semua Kriteria yang Berkaitan X 100%)
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH FIZIKAL B1) Lantai 1 Memastikan lantai memenuhi kriteria yang berikut: i. Selamat dan tidak licin ii. Tiada kekotoran/sampah di lantai iii. Tidak berlubang/pecah atau rosak iv. Tong sampahdisediakan Tidak bersih Bersih dan memenuhi satu kriteria Bersih dan memenuhi dua kriteria Bersih dan memenuhi tiga kriteria Bersih dan memenuhi semua kriteria 2 Menyediakan program pemantauan dan memastikan jadual pembersihan dipatuhi. Tiada program pemantauan Menyediakan program pemantauan tetapi tidak dipatuhi Menyediakan program pemantauan dan dipatuhi B2) Dinding dan Siling 3 Memastikandindingdansiling bersih daripada kekotoran dan dalam keadaanbaik. Dinding kotor dan rosak Dinding dalam keadaan baik tetapi tidak bersih Dinding dalam keadaan baik dan bersih
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 4 Menyediakan hiasan yang bersesuaian dan selaras dengan imej korporat. Hiasan keterlaluan dan tidak bersesuaian Hiasan sederhana tetapi tidak selaras dengan imej korporat Hiasan bersesuaian dan selaras dengan imej korporat B3) Lampu dan Soket 5 Memastikan semua lampu bersih, berfungsi dan dalam keadaan baik. Ada lampu yang rosak Semua lampu berfungsi Semua lampu bersih, berfungsi dan dalam keadaan baik 6 Memastikan soket elektrik berfungsi dan dalam keadaan baik. Soket elektrik tidak berfungsi Sebahagian soket elektrik berfungsi dan dalam keadaan baik Semua soket elektrik berfungsi dan dalam keadaan baik KEPERLUAN UMUM B4) Susun Atur Peralatan 7 Menyeragamkan susunan laci meja/kekaki boleh gerak (mobile pedestal). Susunan laci meja/ kekaki boleh gerak (mobile pedestal) tidak seragam Sebahagian susunan laci meja/ kekaki boleh gerak (mobile pedestal) seragam Semua susunan laci meja/ kekaki boleh gerak (mobile pedestal) seragam
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 8 Memastikan peralatan kerja di ruang kerja/kubikel dalam keadaan teratur dan kemas: i. Komputer ii. Dulang(Tray)Keluar/Masuk iii. Folder/fail iv. Perhiasan tidak keterlaluan v. Kedudukan laci Semua peralatan tidak teratur dan tidak kemas Sebahagian peralatan teratur dan kemas Semua peralatan teratur dan kemas B5) Keadaan Peralatan 9 Menyusun alat tulis dengan kemas dan teratur di atas meja/dulang (tray)/dalam laci. Alat tulis tidak disusun dengan kemas dan teratur Sebahagian alat tulis disusun dengan kemas dan teratur Semua alat tulis disusun dengan kemas dan teratur 10 Memastikan semua peralatan dalamkeadaanbaikdanboleh digunakan. Semua peralatan tidak dalam keadaan baik dan tidak boleh digunakan Sebahagian peralatan dalam keadaan baik dan boleh digunakan Semua peralatan dalam keadaan baik dan boleh digunakan 11 Memastikan tanda/label bersesuaian bagi barang yang disimpan dalam ruang tertentu/ laci. Tiada tanda/ label bagi barang yang disimpan Sebahagian barang yang disimpan bertanda/ berlabel Semua barang yang disimpan bertanda/ berlabel
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 12 Memastikan semua peralatan bebas daripada debu, bersih dan kemas. Semua peralatan berdebu, tidak bersih dan tidak kemas Sebahagian peralatan berdebu, tidak bersih dan tidak kemas Semua peralatan tidak berdebu, bersih dan kemas 13 Mempamerkan tatacara penggunaan untuk peralatan guna sama (yang bersesuaian) Tiada tatacara penggunaan dipamerkan Mempamerkan tatacara penggunaan pada sebahagian peralatan guna sama Mempamerkan tatacara penggunaan dengan jelas dan mudah difahami pada semua peralatan guna sama 14 Mempamerkan arahan/notis bagi memastikan peralatan disusun kemas. Tiada arahan/ notis dipamerkan Arahan/notis dipamerkan di sebahagian tempat (yang bersesuaian) Arahan/notis dipamerkan di semua tempat (yang bersesuaian) B6) Pelabelan dan Papan Tanda/Tanda Arah 15 Menyediakan tanda nama pegawai/kakitangan pada bilik atau kubikel yang seragam Tiada tanda nama pada bilik/ kubikel Sebahagian bilik/ kubikel memaparkan tanda nama pegawai yang seragam Semua bilik/ kubikel memaparkan tanda nama pegawai yang seragam
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 16 Menyediakan label yang bersesuaian dan seragam bagi menunjukkan seksyen/unit. Tidak berlabel Label lengkap, jelas tetapi tidak seragam Label lengkap, jelas dan seragam 17 Menggunakan papan tanda/tanda arah dengan tulisan yang sesuai, jelas dan mudah dibaca. Saiz yang tidak sesuai dan sukar dibaca Saiz yang sesuai tetapi sukar dibaca Saiz yang sesuai dan mudah dibaca 18 Meletakkan papan tanda/tanda arah pada kedudukan strategik dan mudah dilihat. Semua papan tanda pada kedudukan tidak strategik dan sukar dilihat Sebahagian papan tanda pada kedudukan strategik dan mudah dilihat Semua papan tanda pada kedudukan strategik dan mudah dilihat B7) Perhiasan 19 Menyediakan perhiasan yang minimumdanselarasdenganimej korporat. Hiasan yang keterlaluan dan tidak berimej korporat Hiasan minimum tetapi tidak selaras dengan imej korporat Hiasan minimum dan selaras dengan imej korporat 20 Memastikan perhiasan yang digunakan tidak berdebu dan dalam keadaan baik. Perhiasan berdebu dan usang Sebahagian perhiasan dalam keadaan baik dan tidak berdebu Perhiasan dalam keadaan baik, bersih dan tidak berdebu
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH B8) Keperluan Umum 21 Menyedia dan memaparkan pelan lantai di bilik/ruang guna sama yang mudah dilihat. Pelan lantai tidak disediakan Sebahagian bilik/ruang menyediakan pelan lantai yang jelas difahami Semua bilik/ruang menyediakan pelan lantai yang jelas difahami 22 Menyedia dan memaparkan pelan lampu di bilik/ruang guna sama yang mudah dilihat (sekiranya melebihi dua suis). Pelan lampu tidak disediakan Sebahagian bilik/ruang menyediakan pelan lampu yang jelas difahami Semua bilik/ruang menyediakan pelan lampu yang jelas difahami 23 Memaparkan Senarai Aset Alih Kerajaan (KEW.PA-7) di semua bilik/ruang. KEW.PA-7 tidak dipaparkan Sebahagian bilik/ruang menyediakan KEW.PA-7 tetapi tidak dikemas kini Sebahagian bilik/ruang menyediakan KEW.PA-7dan dikemas kini Semua bilik/ruang menyediakan KEW.PA-7 tetapi tidak dikemas kini Semua bilik/ruang menyediakan KEW.PA-7dan dikemas kini 24 Melantik Pegawai Bertanggungjawab atau Personin-Charge(PIC) bagi setiap ruang/ bilikgunasamabersertanombor telefon untukdihubungi. PIC tidak dilantik bagi setiap ruang/bilik Sebahagian ruang/bilik mempunyai PIC tetapi tidak mempunyai nombor untuk dihubungi Sebahagian ruang/bilik mempunyai PIC dan mempunyai nombor untuk dihubungi Semua ruang/ bilik mempunyai PIC tetapi tiada nombor untuk dihubungi Semua ruang/ bilik mempunyai PIC dan nombor untuk dihubungi
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 25 Menyedia dan memaparkan etika/tatacara penggunaan bilik gunasama dengan jelas. Etika/tatacara bilik tidak disediakan Etika/tatacara bilik disediakan tetapi tidak jelas Etika/tatacara bilik disediakan dengan jelas 26 Merencanakan inisiatif/tindakan proaktif pembaikan sekiranya berlaku kerosakan dengan segera (jika ada). Tiada inisiatif Merencanakan inisiatif/tindakan pembaikan proaktif RUANG KERJA B9) Meja Kerja Warga/Kubikel Kerja 27 Memastikan meja kerja kemas dan peralatan disusun dengan baik. Meja kerja tidak kemas dan peralatan tidak disusun dengan baik Sebahagian meja kerja kemas dan peralatan disusun dengan baik Semua meja kerja kemas dan peralatan disusun dengan baik 28 Menyediakan perhiasan yang minimumdanselarasdenganimej korporat. Hiasan yang keterlaluan dan tidak berimej korporat Hiasan minimum tetapi tidak selaras dengan imej korporat Hiasan minimum dan selaras dengan imej korporat
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH B10) Bilik Pegawai 29 Memastikan meja kerja kemas dan peralatan disusun dengan baik. Meja kerja tidak kemas dan peralatan tidak disusun dengan baik Sebahagian meja kerja kemas dan peralatan disusun dengan baik Semua meja kerja kemas dan peralatan disusun dengan baik 30 Memastikan susunan perabot kemas. Perabot tidak disusun kemas Sebahagian perabot disusun kemas Semua perabot disusun kemas 31 Menyediakan perhiasan yang minimumdanselarasdenganimej korporat. Hiasan yang keterlaluan dan tidak berimej korporat Hiasan minimum tetapi tidak selaras dengan imej korporat Hiasan minimum dan selaras dengan imej korporat B11) Stor Peralatan Pejabat 32 Memastikan stor memenuhi kriteria yang berikut: i. Bersih; ii. Tidak berdebu; iii. Susunan kemas danteratur Tidak memenuhi kriteria Memenuhi dua kriteria Memenuhi semua kriteria
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 33 Menyediakan sistem rekod inventoriyangjelasdanteratur bagi memudahkan capaian barangan dengan cepat dan pantas. Tidak menyediakan sistem Sistem kurang jelasdantidak teratur Sistem jelas dan teratur 34 Menyediakan label pada setiap ruang letak barang/bahan. Tiada label Sebahagian ruang letak barang/bahan berlabel Semua ruang letak barang/ bahan berlabel 35 Menyediakan etika penggunaan dan peraturan pengambilan barangan dari stor untuk dipatuhi warga kerja. Tidak menyediakan etika penggunaan Etika penggunaan disediakan tetapi tidak dipaparkan kepada warga kerja Etika penggunaan disediakan dan dipaparkan kepada warga kerja 36 Menyediakankadinventoristok denganmaklumat yangsentiasa dikemas kini. Tidak menyediakan kad inventori Sebahagian barang sahaja memaparkan kadinventoridan tidak dikemas kini Sebahagian barang memaparkan kad inventori dan dikemas kini Semua barang memaparkan kad inventori tetapi tidak dikemas kini Semua barang memaparkan kad inventori dan sentiasa dikemas kini
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 37 Memastikan tiada bahan/ peralatan yang tidak diperlukan turut disimpan di dalam stor. Terdapat bahan/ peralatan tidak diperlukan disimpan dan tidak disusun dengan kemas Terdapat bahan/ peralatan tidak diperlukan disimpan tetapi disusun dengan kemas Tiada barang/ peralatan tidak diperlukan disimpan dalam stor 38 Menyediakan penanda aras minimum barang dalam stor. Tiada penanda aras minimum Penanda aras minimum disediakan pada sebahagian barang sahaja Penanda aras minimum disediakan pada semua barang B12) Bilik Fail 39 Memastikanbilikfailmemenuhi kriteria yangberikut: i. Bersih ii. Tidak berdebu iii. Tersusun iv. Kemas Tidak memenuhi kriteria Memenuhi sebahagian kriteria Memenuhi kesemua kriteria 40 Memastikan peralatan, kabinet dan rak berada dalam keadaan teratur, baik dan kemas Tidak teratur, tidak baik dan tidak kemas Sebahagian peralatan, kabinet dan rak dalam keadaan teratur, baik dan kemas Semua peralatan, kabinet dan rak dalam keadaan teratur, baik dan kemas
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 41 Memastikan fail disusun kemas dengan teknik susunan yang berkesan bagi memudahkan carian/capaian dalam tempoh 30 saat. Fail berselerak dan tidak teratur. Fail disusun kemas tetapi tidak teratur Fail disusun kemas dan teratur 42 Menyediakan senarai indeks dan nombor fail. Senarai indeks dan nombor fail tidak disediakan Senarai indeks dan nombor fail disediakan 43 Menyediakan label yang jelas dan mudah dilihat pada setiap fail/ dokumen yang mengandungi: i. Tajuk fail ii. Nombor susunanfail Tiada label Sebahagian sahaja berlabel Setiap fail/ dokumen berlabel 44 Menyediakan sistem kawalan danpergerakanfailuntuksemua kategori fail aktif/fail tidak aktif/ fail tutup. Sistem kawalan dan pergerakan fail tidak disediakan Sistem kawalan dan pergerakan fail disediakan tetapi tidak dikemas kini Sistem kawalan dan pergerakan fail disediakan dan dikemas kini
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH B13) Sudut/Bilik Cetak/Dokumentasi 45 Memastikan sudut/bilik cetak/ dokumentasi memenuhi kriteria yang berikut: i. Bersih ii. Tidak berdebu iii. Tersusun iv. Kemas v. Selamat Tidak memenuhi kriteria. Hanya dua kriteria dipenuhi Hanya tiga kriteria dipenuhi Hanya empat kriteria dipenuhi Memenuhi kesemua kriteria 46 Memastikan peralatan, kabinet dan rak berada dalam keadaan teratur, baik dan kemas Tidak teratur, tidak baik dan tidak kemas Sebahagian peralatan, kabinet dan rak dalam keadaan teratur, baik dan kemas Semua peralatan, kabinet dan rak dalam keadaan teratur, baik dan kemas B14) Bilik Pemandu 47 Memastikan meja kerja kemas, bersih dan peralatan disusun dengan baik. Meja kerja tidak kemas, tidak bersih dan peralatan tidak disusun dengan baik Sebahagian meja kerja kemas, bersih dan peralatan disusun dengan baik Semua meja kerja kemas, bersih dan peralatan disusun dengan baik
KOMPONEN B RUANG TEMPAT KERJA/PEJABAT 1 2 3 4 5 MARKAH 48 Menyediakan perhiasan yang minimumdanselarasdenganimej korporat. Hiasan yang keterlaluan dan tidak berimej korporat Hiasan minimum tetapi tidak selaras dengan imej korporat Hiasan minimum dan selaras dengan imej korporat B15) Bilik Server/Terperingkat 49 Memastikan bilik server/ terperingkat memenuhi kriteria yang berikut: i. Bersih ii. Tidak berdebu iii. Tersusun iv. Kemas v. Selamat Tidak memenuhi kriteria. Memenuhi satu kriteria Memenuhi dua kriteria Memenuhi tiga hingga empat kriteria Memenuhi kesemua kriteria JUMLAH SKOR (KOMPONEN B) Jumlah Markah : /245X100%= % (Jumlah Markah Diperoleh Dibahagi dengan Jumlah Markah Penuh bagi Semua Kriteria yang Berkaitan X 100%)
KOMPONEN C TEMPAT UMUM 1 2 3 4 5 MARKAH C1) Lobi Utama/Ruang Hadapan 1 Memastikanpersekitaranlobi utama/ruang hadapan sentiasa bersih,kemas,ceriadanselaras dengan imejkorporat. Persekitaran lobi kotor, tidak kemas, tidak ceria dan tidak selaras dengan imej korporat Persekitaran lobi bersih dan kemas tetapi kurang ceria dan tidak selaras dengan imej korporat Persekitaran lobi bersih, kemas ceria selaras dengan imej korporat 2 Mempamerkan maklumat korporat berkaitan agensi yang terkini seperti contoh yang berikut: i. Visi; ii. Misi; iii. Maklumat Pengurusan Atasan; iv. Moto; dan v. Piagam Pelanggan Tiada maklumat dipaparkan Sebahagian maklumat yang dipaparkan dan terkini Semua maklumat yang dipaparkan dan terkini 3 Menyediakan perkara seperti yang berikut di lobi utama: i. Buku kedatanganpelawat ii. Direktori pegawai iii. Sudutinformasiuntuk pelanggan iv. Perhiasan yang bersesuaian dengan imejkorporat Tidak menyediakan semua perkara yang disyorkan Menyediakan satu hingga tiga perkara yang disyorkan Menyediakan semua perkara yang disyorkan
KOMPONEN C TEMPAT UMUM 1 2 3 4 5 MARKAH C2) Kaunter Utama 4 Memastikan kaunter utama berimejkorporatdanmemenuhi kriteria yangberikut: i. Sistem maklumbalas pelanggan ii. Direktori wargaagensi iii. Borang-borang/brosur berkaitan iv. Bahan bacaan/informasi v. Infomengenaiagensi/ piagam pelanggan vi. Maklumat kadar bayaran (sekiranya ada) Kaunter menyediakan satu kriteria yang disyorkan Kaunter menyediakan dua kriteria yang disyorkan Kaunter menyediakan semua kriteria yang disyorkan 5 Memastikan kaunter sentiasa bersih, kemas dan ceria. Kaunter tidak bersih, tidak kemas dan tidak ceria Kaunter bersih dan kemas tetapi tidak ceria Kaunter bersih, kemas dan ceria 6 Memastikan usaha-usaha delighting the customer seperti persekitaran yang kondusif dan kemudahan sokongan dilaksanakan. Usaha-usaha delighting the customer tidak dilaksanakan Usaha-usaha delighting the customer dilaksanakan