WHAT IS OUR BUSINESS

8/14/2019 WHAT IS OUR BUSINESS

1/36

JUSA13 Disember 2005 Slide 1of 40 Slides

What is OURbusiness?


2/36


Do not lose sightof the forestfor the trees


3/36


aDifference

Making


4/36


5/36


QUALITY SERVICE

Service Delivery System


6/36


Expectation and Achievement

Challenges

Recognition

1


7/36


Organisational Excellence

Value

Creation


8/36


Service Delivery

System

Quality Output

People

Satisfaction

Customer

Satisfaction

Impact onSociety

Output

Value

Creation



9/36



Enablers

Service Delivery

System

Quality Output

Organisational

Capacity

Resources

HumanCapital

People

Satisfaction

Customer

Satisfaction

Impact on

Society

Output

Value

Creation

System

Technology

Process


10/36


11/36


Challenges


Recognition

2


12/36


ChallengesInternal & External

Being Relevant


13/36


Recognition


Challenges

3


14/36


Recognition

Achieve Much and Expect Little


15/36


What you can do?

Professionalism

Team Work

Caring Service

4


16/36


WHAT CAN BE DONE Checklist

1. REVIEW VISION/ MISSION/ STRATEGY/OBJECTIVES

2. CHECK ENABLERS

Externally Determined

Internally Controllable

3. INSTRUMENTS FOR MEASURING EFFECTIVENESSAND EFFICIENCY

Key Performance Indicators (KPIs)

Best Practices

Budget Reviews

Financial Evaluation

Customer Satisfaction Index

5


17/36


18/36


High Doing

Low Thinking

High Thinking

High Doing

Low Thinking

Low Doing

High Thinking

Low Doing

High

Doing

Low

Low Thinking High


19/36


The Five Levels of Leadership

5People follow because

ofwho you arewho you are and

what you representwhat you represent

This step is reserved for leaders who have spent years

growing people and organizations Few make it. Those

who do are bigger than life

4

People follow

because ofwhat

you have done for

the organization

This is where success is sensed by most people. They like

you and what you are doing. Problems are fixed with

very little efforts because of momentum

3 People followbecause they want toPeople will follow you beyond your stated authority.This level allows work to be fun.

2People follow

because ofwhat you

have done for them

This is where long- range growth occurs. Your

commitment to developing leaders will insure ongoing

growth to the organization and to people. Do whatever

you can to achieve and stay on this level.

1 People follow

because they

have to

Your influence will not extend beyond the lines of

your job description.


20/36


THELEADINGLEADER:

Is born with leadership qualities

Has seen leadership modeled throughout life Has learned added leadership through

training

Has self-discipline to become a great leader

Note:

Three out of four these qualities are acquired.

Leading Organisational Excellence


21/36



THELEARNEDLEADER:Has seen leadership modeled most of life

Has learned leadership through training

Has self-discipline to be a great leader

Note:

All three qualities are acquired.


22/36



THELATENTLEADER:Has just recently seen leadership

modeledIs learning to be a leader through

training

Has self-discipline are acquired

Note:

All three qualities are acquired.


23/36



THELIMITEDLEADER: Has little or no exposure to leaders

Has little or no exposure to leadershiptraining

Has desire to become a leader

Note:

All three can be acquired.


24/36


The tribal wisdom of the Dakota Indians,

passed on from generation togeneration, says that when you discoverthat

you are riding a dead horse, THE

BEST STRATEGYis to DISMOUNT.

Dead Horse


25/36


In modern enterprises, one

finds a whole range of far more

advanced strategies suchas:


26/36


Appointing a committeeto study the horse.

i

.


27/36


Buying a stronger whip.

ii.


28/36


Arranging to visit other

countries to see how

others ride deadhorses.

iii.


29/36


30/36


31/36


Doing a productivitystudy to see if lighter riderswould improve the dead

horses performance.

vi.


32/36


Hiring outsidecontractors to ride the

dead horse.

v

ii.


33/36


34/36


35/36


Promoting the dead horseto a supervisory position.

x.


36/36

JUSA 13 Disember 2005 Slide 36 of 40 Slides

SejahteraSalam

WHAT IS OUR BUSINESS

Documents

Transcript of WHAT IS OUR BUSINESS