Introduction Mapping approaches to quality management in the public sector
Introduction to Public Sector Quality Management
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Introduction to Public Sector Quality Management Customer Focus For this task, it also related under sub topic customer focus in which related with this subject. In general, customer has two types which are internal and external. While dealing with the external customers, the trainee also needs to recognize the importance of his internal customers. These are the people that work within this organization, maybe directly with trainee or in another department. Organizational Behavior Communication The team of department will need to communicate each other in order to make the Counter Services daily job runs smoothly in PKMD Shah Alam. The manager will give an instruction to team of department so that everyone will listen and follow it. As the employee had learnt in Organizational Behaviour under topic communications in teams and organizations; it explained about the meaning of communications, communications process, problems with communicating through electronic mail and also communication strategies in organizational hierarchies. Communication is a process by which information is transmitted and understood between two or more people who are often expressed nonverbally and verbally. It is also can be defined as “any act by which one person gives to or receives from another person information about that person’s needs, desires, perceptions, knowledge, or affective states” (Shane & Glinow, 2005). Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or non-linguistic forms, and may occur through spoken or other modes. According to the definition above, communication is referred to as the exchange of ideas, concepts and beliefs with the purpose of providing, sharing and passing on information to other people. It is similar to a give and take relationship where one listens and the other speaks the other gives and the other takes. In communication, one can be the
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Transcript of Introduction to Public Sector Quality Management
Introduction to Public Sector Quality Management
Customer Focus
For this task, it also related under sub topic customer focus in which related with this subject. In general, customer has two types which are internal and external. While dealing with the external customers, the trainee also needs to recognize the importance of his internal customers. These are the people that work within this organization, maybe directly with trainee or in another department.
Organizational Behavior
Communication
The team of department will need to communicate each other in order to make the Counter Services daily job runs smoothly in PKMD Shah Alam. The manager will give an instruction to team of department so that everyone will listen and follow it. As the employee had learnt in Organizational Behaviour under topic communications in teams and organizations; it explained about the meaning of communications, communications process, problems with communicating through electronic mail and also communication strategies in organizational hierarchies.
Communication is a process by which information is transmitted and understood between two or more people who are often expressed nonverbally and verbally. It is also can be defined as “any act by which one person gives to or receives from another person information about that person’s needs, desires, perceptions, knowledge, or affective states” (Shane & Glinow, 2005). Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or non-linguistic forms, and may occur through spoken or other modes.
According to the definition above, communication is referred to as the exchange of ideas, concepts and beliefs with the purpose of providing, sharing and passing on information to other people. It is similar to a give and take relationship where one listens and the other speaks the other gives and the other takes. In communication, one can be the speaker and the other listener. You can be the giver, the partner the taker and vice versa. The importance of communication is it helps the organization to know the current issue of what organization is facing. Without communication, the information from the top management won’t be received by their employees. Whereas with good communication skills, perfect, harmony, unity and success are within reach.
CHAPTER 4
STRENGTHS, WEAKNESS AND RECOMMENDATION
A SWOT analysis is a planning tool used to understand the Strength, Weakness, Opportunities, and Threats involved in a project or in an organization. It involves specifying the objectives of the
organization or project and identifying the internal and external factors that are supportive or unfavorable to achieving that objectives. SWOT is often used as part of a strategic planning process.
SWOT or TOWS is an acronym for Strengths, Weakness, Opportunities and Threats.
Strengths need to be maintained, built upon or leveraged.
Weaknesses need to be remedied, changed or stopped.
Opportunities need to be prioritized, captured, built on and optimized.
Threats need to be countered or minimized and managed.
A SWOT analysis can be very subjective, and two people rarely come-up with the same final version of a SWOT analysis. It is an excellent tool however, for looking at the negative factors first in order to them into positive factors. Use a SWOT analysis/framework as guide and not a prescription.
