e-bp bulletin - mpc · 1/6 e-bp bulletin a quarterly newsletter for cops members featuring the...

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e-BP Bulletin A quarterly newsletter for CoPs members featuring the latest news and activities in MPC Benchmarking program.

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April - July

Malaysia’s productivity performance in 2013 reflected the country’s transition

towards becoming an economy driven by innovation and efficiency.

Productivity Report 2013/2014 examines the performance key sectors in Malaysia’s economy and highlights new directions to improve the country’s productivity and compet-itiveness. Malaysia’s economy is driven by labour produc-tivity, which increased 2.3% in 2013 and helped to raise the country’s productivity per person employed to RM60,437 from RM59,064 in 2012. This increase helped Malaysia’s Gross Domestic product (GDP) to expand 4.7% to RM786,696 million in 2013, supported by a growth in em-ployment of 2.3%.

UPCOMING EVENTS

BENCHMARKING EVENTS AND HAPPENINGS

Individual-Country Observational Study Mission on Best Practices of Quality Healthcare Service in Japan & Republic Of Korea

Date : 09th - 13th June 2014 Venue: Tokyo, Japan & Seoul, South Korea

A Community of Practices (CoP) visit to study on Solid Waste Management

Date : 20 June 2014 Venue: Kualiti Alam Sdn. Bhd. Negeri Sembilan.

Briefing Session on Benchmarking for Best Practices to vendors of Robert Bosch Sdn. Bhd.

Date : 27 June 2014 Venue: Robert Bosch Sdn Bhd, Bayan Lepas, Penang

Sharing session Individual-Country Observational Study Mission on Best Practices of Quality Healthcare Service in Japan & South Korea

Date : August 2014 Venue: Malaysia Productivity Corporation, Petaling Jaya

Updates on 2014 e-Benchmark online system on Healthcare (members only)

Date : 1st August 2014 Venue: Online system

Engaging for success: Enhancing Performance through Employee Engagement

Date : 26 August 2014

Managing for success: Retaining the Best through Talent Management

Date : 27 August 2014

Launching Guidebook on Edex MRSM (members only)

Date : September 2014 Venue: Online system

The PDF version of this newsletter is available at www.mpc.gov.my

Malaysia Labour Productivity and GDP Growth,2013 Malaysia’s labour productivity growth exceeded that of benchmark advanced economies. Improvements in labour quality in terms of knowledge, skills and more competitive mindsets have also helped improve labour efficiency within Malaysia, especially within high-technology, Information-intensive industries such as telecommunications, computer services and advertising.

Community of Productivity

The introduction of Community of Productivity is aimed to create a vibrant and globally competitive industries by;

Intensifying productivity initiatives;

Generating knowledge of best practices and sharing within the community and to help members achieve best practices performance standard; and

Putting in place the right conditions to enable in-dustries to realize their full business potential in high-productivity-growth activi-ties.

Read more in Productivity Report 2013/2014 Link : www.mpc.gov.my

Publisher: Knowledge Management Division, Malaysia Productivity Corporation ( MPC), Lorong Produktiviti, Off Jalan Sultan, 46200 Petaling Jaya, Selangor, Malaysia Tel : 603 - 7955 7266 | Fax : 603 - 7957 8068 | Email : [email protected]

http://www.mpc.gov.my/home/index.php?kod1=k&kod2=announcement&item=000165&sstr_lang=en&t=3

09th - 13th June 2014, Tokyo, Japan & Seoul, South Korea

According to MPC Benchmarking model, after an organisation has un-dergone phase 1 benchmark activities, an organization is suggested to go through a phase 2 activity. The activity includes visit and do fact findings on outstanding business practices through a process of searching, learning, adapting and implementing the best practices from within the same organisation or from other organisations towards attaining superior performance and best-in-class achievement. From the outcome of visit, we have to study the visited organisations best practices and how these organisations are able to achieve and maintain their high performance, collect the data/information, analyze the discrepancies and strength of visited organisations and lastly make recommendations to the participated organizations to embark on an

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Individual-Country Observational Study Mission on Best Practices

of Quality Healthcare Service in Japan & Republic Of Korea

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This best practices visit was initiated in collaboration with Japan Productivity Centre (JPC) and Korea Productivity Cen-tre (KPC) under APO Individual-country Observational Study Missions (I-OSM). In this mission, nine organisations of healthcare sectors were visited as follows:

Japan Productivity Centre (JPC)

Toshima Hospital

Japan Medical Excellence

Kameda General Hospital

Kameda Rehabilitation Hospital

Korea Productivity Centre (KPC)

Severance Hospital

National Health Insurance Ilsan Hospital

Seoul National University Hospital The participants of the programme are from various backgrounds and job experiences namely Universiti Kebangsaan Malaysia Medical Centre, Malaysia Healthcare Tourism Council (MHTC) and KPJ Perdana Hospital, Kelantan.

activity of phase 3.


Objectives of visit are as follows:

To lead and elevate the hospital’s productivity performance in healthcare industry;

To establish network, exchange of ideas and best practices sharing for public and private hospitals; and

To share input of benchmark and best practices from visits to other hospitals in Malaysia through roadshows.

The mission target is:

To collaborate and benchmark with Japan and Korea hospital for strategic partnership;

To improve Healthcare KPIs for local hospital;

MPC as Centre of Benchmarking on Healthcare for Malaysia’s hospitals; and

To establish continuously network and exchange views with relevant organizations in Japan and Korea with Malaysi-an industries on the quest of excellent quality services of healthcare sector.

A Community of Practices (CoP) visit to study on Waste

Management 20 June 2014, Kualiti Alam Sdn. Bhd. Negeri Sembilan .

A total of 12 CoP members from six organisations namely Brahim Airlines Catering Sdn. Bhd., Emery Oleo-Chemical (M) Sdn. Bhd., Indkom Engineering Sdn. Bhd., KPJ Perdana Specialist Hospital, Kota Bahru, Majlis Perbandaran Subang Jaya and Tenaga Prisma Manufacturing Sdn. Bhd., had visited Kualiti Alam Sdn. Bhd. on 20 June 2014. This programme was the first kicked-off event in year 2014 under phase 2 of benchmarking project. The main objective of this visit is to learn best practices on waste management. MPC provides this platform for them to exchange thoughts and experiences with the best-in-class company. The visit started with the opening address by En. Amirul Bahri Malek, Head of Marketing, Environment Support Services & Logistic Department of Kualiti Alam, who expressed his appreciation to the group for their enthusiasm and spirit of sharing. Participants were briefed on waste management chain in Kualiti Alam and some of the best practices on preventing pollution for better environment in the future, OSH implementation in promoting safety and health for employees’ protection and green productivity initiatives in minimising production cost.


Kualiti Alam Sdn. Bhd. is entrusted by the Government of Malaysia to provide an off-site facility for treatment and disposal of scheduled wastes in Peninsular Malaysia. The company owns and operates the Integrated Waste Management Centre (WMC) at Bukit Nanas, Port Dickson, Negeri Sembilan which cover 44 acres of land. The WMC has been in full operation since June 1998 and can handle 77 categories of scheduled wastes except for explosive waste. A total of 309 employees including the contract staff are fully committed to provide the best services involving the collection, cleansing, treatment and final disposal of waste. The outstanding performances have led this company to be conferred the Gold Medal RoSPA Award for the 6th consecutive year since 2007 until 2013. As a mark of its com-mitment towards the environment and in its pursuit for excel-lence, Kualiti Alam has five certifications, namely MS ISO 9001:2008, ISO14001:2004, OSHAS 180001:2007, MS 1722:Part 1:2011 and ISO/IEC17025.

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Productivity Competitiveness Conference 2014 24 - 25 June 2014, Setia City Convention Centre, Shah Alam

Productivity Competitiveness Conference 2014 (PCC 2014) is a prime event organized by Malaysia Productivity Corporation (MPC) with the objective to review and discuss current developments in Productivity, Competitiveness and Good Regulatory Practices (GRP) by renowned experts; integrate ideas on Productivity, Competitive-ness and Good Regulatory Practices (GRP) to augment talent and human capability; and to network and exchange ideas through World Café experience.

The theme for this Productivity Competitiveness Conference 2014 is “Meeting of Minds” which brings forth a wealth of tacit knowledge from various individuals and organizations in formulating the way forward in augmenting the nation’s productivity and competitiveness through engagement sessions.

The 2-day Conference is an ideal platform for organizations to exchange ideas in increasing productivity, competitiveness as well as reducing unnecessary regulatory burdens so as to stay ahead of the competitive game. With the theme “Meeting of Minds”, the Conference will gather distinguished speakers and panelists who will delib-erate and explore issues pertaining to “Building the Competitive Mindset” and “Creating Connectivity to Transform Malaysia”.

The Conference will also offer World Café session in which participants are given the opportunity to contribute and discuss challenging issues concerning Productivity, Competitiveness and Good Regulatory Practices (GRP). The session will be moderated by well-established consulting firm. Participants are also welcome to give input in rela-tion to the Conference theme through audience-voting exercise.

This conference provides a platform for participants to exchange ideas, share experiences and interact with cap-tains of the industries on issues pertaining to Productivity, Competitiveness and GRP.


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Briefing Session on Benchmarking for Best Practices to vendors Robert Bosch Sdn Bhd 27 June 2014, Robert Bosch Sdn Bhd, Bayan Lepas, Penang

27 JUNE 2014 : A total of 12 participants from various vendors of Robert Bosch (M) Sdn

Bhd. have attended the programme held at Robert Bosch Sdn Bhd office, Bayan Lepas,

Penang. Vendors were briefed on benchmarking and best practices programmes and

how it will benefit the organisation through benchmarking process and performance

comparison in the future.

A new Community of Practices (CoP) will be established

among the vendors of Robert Bosch on Employee Produc-

tivity.



By definition, a Knowledge Café or better known as World Café is a type of business meeting or organizational workshop which aims to provide an open and creative conversation on a topic of mutual interest to surface their collective knowledge, share ideas and insights, and gain a deeper understanding of the subject and the issues involved.

The scenarios or topics that were discussed during the World Cafe session on the 25 June 2014 are Human Capital, Innovation and Good Regulatory Practices (GRP) which are in line with the 11th Malaysia Plan. During the World Cafe session, all of the 200 participants are divided into the three groupings which consist of the topics mentioned above. There are altogether 20 tables with ten participants per table which includes a rapporteur and a moderator.

The role of the rapporteur is to document or record the salient or discussions points together with it outcomes whereas the moderator's role is to consolidate the discussion findings or reports received from the Chief Rapporteur which will later be converted into a report.

Apart from this, the highlight of the World Café session was the audience voting session whereby World Café participants are able to vote on the

WORLD CAFÉ : Meeting of Minds 25 June 2014, Setia City Convention Centre, Shah Alam

three topics and are able to see the voting results almost instantly after the voting finishes. The discussions will take place after each voting sessions based on the scenarios or issues raised.

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Definition:

Customer loyalty is when a customer continues to pur-chase or use a product or service over the long term.

The Stage

An organisation can maximise profits by strengthening its bonds with its customers, thereby retaining them longer. Customer loyalty involves attracting the right customers and getting them to buy often, and in increasing quantities and then getting them to bring in even more customers. Solid customer loyalty can be established through the follow-ing:

Customization : shaping products and services to suit individuals;

Commitment : responding to the customer’s needs of the moment;

Collaboration : allowing customers to share their ideas; and

Coordination : providing a happy balance between people, technology and processes.

Current loyalty marketing must-haves namely:

Customer interactions are enhanced with location intelligence and become more personal with references to a town or store location;

Right-timed rewards acknowledgement of recent purchases, website visits, toll-free calls, and catalogue orders. Slogan such as “We see you, we value you, and we want to take our relationship with you to the next level”; and

Omni-channel consumer is one-to-one massaging conversations for delivery of seamless connections. For example, a cashier views each consumer’s reward status and delivers additional discounts on the spot.” – John O’Hara: President, Pitney Bowes Software.

Source: BPIR.com

Customer Loyalty

Drivers of Satisfaction and Loyalty in E-business (Adapted from Anderson et al)

The 3rd

International Best Practice Competition 25

th November 2014

Abu Dhabi Chamber of Commerce, United Arab Emirates.

The Best Practice Competition encourages organizations to share their best operational and managerial practices, processes, systems, and initiatives and learn from the experience of others. It provides an opportunity to celebrate the achievements of individuals and teams that have been responsible for creating and/or managing the introduction and deployment of best practices.

Do participate in this new international competition. For further information, please contact us as follows before or by 17 August 2014.

Winners will receive widespread media coverage. The

Ab Rashid Omar Mohamad Sahril email: [email protected] email: [email protected]

Competition offers a unique opportunity to learn best practices from organisations from around the world!

http://www.bestpracticecompetition.com

mailto:[email protected]

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