taklimat tahun baru ketua pustakawan utm...
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TAKLIMAT TAHUN BARU KETUA PUSTAKAWAN UTM
2013 Perpustakaan
Universiti Teknologi Malaysia
30 Januari 2013/17 Rabiulawal 1434
(Rabu) Bilik Seminar 3
SKOP PEMBENTANGAN
• Sepintas Lalu 2012
• Kecemerlangan 2012
• Pencapaian Balanced Scorecard
• Agenda 2013
• Model Perpustakaan UTM
• KAI Staf Bukan Akademik – Perpustakaan
• Pelan Tindakan Individu
• Harapan dan Penghargaan
PSZ SEPINTAS LALU 2012
• SIG – Special Interest Group on Performance Indicators for Libraries
• Penyerahan Bangunan Baru Perpustakaan Raja Zarith Sofiah
• K- Culture – Program di Johor Bahru dan Kuala Lumpur
• CSR (Corporate Social Responsibility) – Rumah Warga Emas, Anak Yatim serta Program Bengkel Pusat Sumber Bersama Bahagian Teknologi Pendidikan, Jabatan Pelajaran Johor
• Webometric Ranking - Top 46 World repositories
• GOP Perth, Australia
• Program 5S
PERPUSTAKAAN RAJA ZARITH SOFIAH
Hari Bersama Pelanggan 2012 Bicara Karya Menjejaki Kem Induk Everest
Program 5S
Dialog Wakil Mahasiswa Antarabangsa
Pertandingan Menulis Esei Bahasa Inggeris
Program Derma Darah Program Bicara Karya
KECEMERLANGAN 2012
Tahniah! - Kumpulan 5K PSZ ke Peringkat Kebangsaan
KECEMERLANGAN 2012
• Pelancaran Aplikasi Android MyLIP oleh Pro Canselor UTM – 18 Disember 2012
- Diusahakan oleh En. Mohd Razib Karno
• Pengekalan Pensijilan MS ISO 9001: 2008
KECEMERLANGAN UTM-IR DI ‘RANKING’ DUNIA
PRESTASI PINJAMAN BAHAN DAN PENGUNJUNG BAGI TAHUN 2005 - 2012
,0
200,000
400,000
600,000
800,000
1000,000
1200,000
1400,000
1600,000
2005 2006 2007 2008 2009 2010 2011 2012
PINJAMAN 357,068 398,724 296,042 337,660 389,608 314,878 250,647 259,206
PENGUNJUNG FIZIKAL 541,198 654,212 764,374 954,619 1,353,988 1,369,319 1,392,447 1,406,868
Jum
lah
Ke
selu
ruh
an
,,0
,200,000
,400,000
,600,000
,800,000
1,000,000
1,200,000
1,400,000
1,600,000
2011 2012
1,035,150 1,051,977
1,392,447 1,406,868
Jum
lah
Pe
ngu
nju
ng
Tahun
PENGUNJUNG MAYA PENGUNJUNG FIZIKAL
PERBANDINGAN ANTARA PENGUNJUNG MAYA DAN FIZIKAL DARI TAHUN 2011 HINGGA 2012
Kajian Customer Satisfaction Index
76.05
72.82
71
72
73
74
75
76
77
2011 2012
Tah
ap k
ep
uas
an p
en
ggu
na
Tahun
CSI
78.41 76.26
61.57
79.56
69.3
60.33
0
10
20
30
40
50
60
70
80
90
Pelajar Perdana Staf Akademik Pelajar Antarabangsa
Pe
ratu
s
Kategori Pengguna
Tahap Kepuasan Mengikut Kategori Pengguna
2011
2012
Kajian Customer Satisfaction Index
Pencapaian Rendah Dari CSI 2012
• The number of PCs in the library is sufficient
• The Wi-Fi service is fast and efficient
• The library collection is adequate
• The items requested via Interlibrary loan (ILL) were mostly obtainable
• Signage available is noticeable and adequate
• Any enquiry submitted is provided with a feedback
‘BALANCED SCORECARD’ PERPUSTAKAAN
BALANCED SCORECARD PERPUSTAKAAN DALAM BSC
UTM
Objektif Strategik Indeks Prestasi Utama Pencapaian
2011 Pencapaian
2012
Sistem penyampaian Yang Cemerlang
Indeks kepuasan pelanggan
78% 73%
Kemudahan lengkap (State of the art) Prasarana Digital
Peningkatan % pengisian perpustakaan digital
12% 11.7%
Persekitaran kerja kondusif (penyelidikan dan Sosial)
Peratus indeks kepuasan pekerja terhadap kampus kondusif
73% 85%
JUMLAH KAI PERPUSTAKAAN 2010 - 2012
PERKARA 2010 2011 2012 JUMLAH
JUMLAH KEY AMAL INDICATOR (KAI)
31 27 27 85
AGENDA 2013
Merakyatkan,
Memasyarakat
dan Pencinta
Ilmu
Budaya Kerja
Berinovatif
Pemetaan Baharu
Pengantarabangsaan
Pusat
Transformasi
Komuniti
Universiti
Dana
T-Novation
Kualiti IPT
Setara MyRA
Malaysian Grant
Research Network
(MyGrants)
Malaysia Research
University Network
(MRUN)
Audit Program
Pasca Siswazah
Ownership of
Learning
Blueprint
Kebolehpasaran
Graduan
Bank Harta
Intelek
Kolej Siswa
Tempat Kedua
Pembelajaran
Pendidikan Untuk
Semua
AGENDA 2013 KPT
AKADEMIA
BARU- STAF
BERPENGETAH
UAN TINGGI
RU STATUS
FOKUS POST
GRADUATE
PROGRAM
DIGITAL
CONTENT
K-KNOWLEDGE
CULTURE
PROGRAMMES
CSR
KOLEKSI ARKIB &
REKOD UTM
OPERASI
BANGUNAN
BARU
PERPUSTAKAAN
PENGUMPULAN
PROFILE
CANSELOR UTM
PENINGKATAN
KOLEKSI UTMRS
ROI PANGKALAN
DATA
LANGGANAN
PERPUSTAKAAN
KEBERKESANA
N
PERKHIDMATAN
OPTIMUM
PENGGUNAAN
RUANG
KEPUASAN
PELANGGAN
2013 Perpustakaan UTM
VISION
CS
I
COST
Acc
red
itati
on
&
Au
dit
ing
Research Support
Learn
ing
C
en
tre
Information Archives
LIBRARY
UTM LIBRARY PERFORMANCE MODEL
• FUNGSI PERPUSTAKAAN
• KOMPETENSI STAF
• OPERASI PERPUSTAKAAN
• PERANAN PUSTAKAWAN
• PERANAN PEMBANTU
PERPUSTAKAAN
• PERANAN LAIN-LAIN STAF
• SOKONGAN PENYELIDIKAN
• PENGAJARAN KEMAHIRAN
PERPUSTAKAAN
• PEMUPUKAN BUDAYA ILMU
MAKLUMAT ASAS PERPUSTAKAAN
PEMBANGUNAN SUMBER MANUSIA
154
12 26 0
20
40
60
80
100
120
140
160
180
PSZ JB Perpustakaan Fakulti PSZ KL
PECAHAN STAF IKUT LOKASI
PEMBANGUNAN SUMBER MANUSIA
Pecahan Staf Ikut Perjawatan
43
1 1 1 1 2
102
5 2 2 3 2 15
1 11
0
20
40
60
80
100
120
PEMBANGUNAN SUMBER MANUSIA LATIHAN
Bengkel Blog dan Statistik Online
Bengkel Penyediaan Statistik Secara Online
Taklimat 5S dan ISO
Pengenalan Asas KIK
Penggunaan Microsoft Power Point dan Excel Dalam KIK
Bengkel Kemahiran Pangkalan Data Staf PF
Kursus Amalan 5S
Kursus MS ISO 9001:2008
Bengkel 5S PSZ
Kursus WebMel UTM
Bengkel/Sesi Cetakan Label Bahan
Bengkel Transformasi Mengikut BS ISO 11620:2008
Installation & Training of Scanner For Digital Library Project
Hands On Training of Scanner For Digital Library Project
Latihan BLIS Kursus Adobe Pagemaker 7.0
Bengkel/Sesi Cetakan Label Bahan
Bengkel Literasi Maklumat Dalam Pendidikan Abad Ke 21
Latihan Penggunaan Sistem Pengurusan Dokumen (VITAL)
Latihan VITAL Modul 4 & 5
Latihan Enterprise Administrator & Customization
Latihan Enterprise End User
Latihan Enterprise End User
Demo JetP 2.0
Taklimat Pustakawan Semester 1, 2012/2012
Taklimat Pembantu Perpustakaan
Bengkel IR : Pentadbir Sistem
Refresher Course:Research Support Information
Program Ke Arah Celik Kewangan
INFRASTRUKTUR ICT KOMPUTER PENGGUNA DI PERPUSTAKAAN UTM (JB & KL)
SEHINGGA DISEMBER 2012
BIL LOKASI Perpustakaan
UTM - JB
Perpustakaan
UTM - KL
Bil komputer Bil komputer
Jumlah keseluruhan komputer
1 Makmal Pencarian Maklumat 40 31
2 Zon Internet 136 113
3 Zon Lestari 31 10
4 Zon Tugasan 28 0
5 Zon Multimedia 8 0
6 Zon Pangkalan Data 18 0
7 Karel Penyelidik 9 0
8 Bilik Rujukan Eksekutif 2 0
9 Bilik Seminar 1-3 & Bilik Tayangan
4 0
Jumlah 276 154 430
PERKAKASAN ICT PSZ SEHINGGA DISEMBER 2012
LOKASI PC STAF PC
PENGGUNA JUMLAH
SCK-OUT
SCK-IN PRINTER THERMAL PRINTER
BARCODE SCANNER
SCANNER INFO
KIOSK ELECTRONIC
BULLETIN CCTV
Perp. UTM
JB 135 276 411 3 2 46 12 57 11 2 1 22
Perp. UTM
KL 33 154 187 2 0 17 0 4 2 0 0 0
PF 8 0 8 0 0 5 0 8 7 0 0 0
JUM. 176 430 606 5 2 68 12 69 20 2 1 22
Nota: Statisitk kelengkapan ICT yang dibekalkan oleh PSZ sahaja
FUNGSI UTAMA PERPUSTAKAAN
FUNGSI UTAMA PERANAN AKTIVITI
MAKLUMAT DAN ARKIB UTM
Penyediaan koleksi cetak dan digital
•Pembangunan koleksi cetak dan digital yang meningkat. •Peruntukan bagi koleksi digital yang besar tiap tahun.
PUSAT PEMBELAJARAN
Ruang Fizikal dan Infrastruktur
Perpustakaan Induk Perpustakaan Raja Zarith Sofiah 10 Perpustakaan Fakulti 65 UTM Reading Stations 1 Perpustakaan Pusat Kecemerlangan Waktu operasi Perpustakaan yang panjang Kemudahan ruang belajar individu dan berkumpulan Makmal, Bilik Seminar dan Tayangan WIFI, PC dll.
FUNGSI UTAMA PERPUSTAKAAN
FUNGSI UTAMA PERANAN AKTIVITI
SOKONGAN PENYELIDIKAN
Perkhidmatan berfokus penyelidikan
Program Pendidikan dan bimbingan Kemahiran Pencarian Maklumat Perpustakaan, Pangkalan Data langganan Perpustakaan serta Perisian khusus (Endnotes, Turnitin, dll). Pengumpulan Data Penerbitan dan ‘Impact Factor’ serta pelaporan kepada pengurusan tinggi UTM.
AKREDITASI DAN AUDIT
Penyediaan maklumat dan Bukti
Penyediaan data, maklumat serta bukti bagi Audit Akreditasi program akademik di UTM. Penyediaan data bagi Audit diperingkat UTM ( Audit Autonomi, Audit Swaakreditasi, Audit RU).
KAI - STAF BUKAN AKADEMIK BAGI PERPUSTAKAAN
KOS
RUANG
EFISYEN
KEPUASAN PELANGGAN
KEY AMAL INDICATORS
KAI (KEY AMAL INDICATORS) 2013
KOS
• Sumber Manusia
• Infrastruktur/Utiliti
• Kewangan
• Return of Investment (ROI)
KAI (KEY AMAL INDICATORS) 2013
RUANG
• Optimum Penggunaan Ruang Pengguna
• Peningkatan Kunjungan Ke Perpustakaan
• Peningkatan Penggunaan Bahan Perpustakaan
KAI (KEY AMAL INDICATORS) 2013
EFISYEN
• Kecekapan Proses Perpustakaan = ‘World Class Standard’.
• Menepati Keperluan Pelanggan Dalam Jangkamasa Yang Ditetapkan.
• Optimum Sumber Sedia Ada.
• Kurang Aduan Pengguna.
KAI (KEY AMAL INDICATORS) 2013
KEPUASAN PELANGGAN
• Berkait Dengan Kualiti Perkhidmatan Perpustakaan Secara Keseluruhan (Service Quality)
• Maklumbalas, Aduan, Penghargaan Dan Cadangan
• Pengukuran CSI 2013 Yang
Lebih Baik Berbanding 2012.
KAI UTM 2008-2020
STRATEGIC OBJECTIVE Code PM KPI (M) 2009 2010 2011 2012 2013 2015 2020
STAKEHOLDER
PERSPECTIVE
S01. Prime Source For Information In UTM Niche Areas And Research Fields
S1.1 Increase 5% usage of subscribed online databases from the previous year
2,232,400 (88.60%)
3,549,324 (159% )
3,154,138 (84 %)
4,421,373 (112.9% )
4,951,937 12%
5,694,727 @15%
6,8336,672 @ 20%
S1.3 Increase number of postgraduate theses collections (received in the current year )
N/A 1060 titles 1,822 titles 3,308 titles 4,585 titles 7,585 titles 15,085 titles
S1.4 Increase number titles for Gift Collections
N/A N/A 707 titles 3,313 titles 4,815 titles 7,815 titles 15,315 titles
S1.5 Collection development for museum and gallery N/A 64 artifacts 105 artifacts 125 artifacts 145 artifact
205 artifact
453 artifacts
S02. Excellent and Customer-Focused Service Delivery
S2.1 Customer Satisfaction Survey 73.60% 82.4% 78% 73% 80% 80% 80%
S2.2 Actions on CSI Feedback N/A N/A N/A 90% 90% 90% 90% INTERNAL PROCESS
PERSPECTIVE
P01. Provision Of High Visibility Collection For Flexible Learning
P1.2 E Performance of data backup to Library Tape System
N/A N/A N/A N/A 100% 100% 100%
P1.5 Process and catalog materials received in the current year (Purchasing, Exchange & Gift and Special Collection)
N/A 12,018 titles
(114%) 9,089 titles
(69%) 15,935 titles
(122.5%) 100% 100% 100%
P1.6 Processing of postgraduates theses
N/A 593 titles
(61%) 1,531 titles
(65%) 1,617titles (67.68%)
95% 100% 100%
P1.7 Digitization process of UTM Special Collections (Project Paper (PSM), Theses, and other UTM Special Collections)
N/A 2,607 5,482 7,128 8,700 12,000 20,000
P1.8 Increase record deposited in UTM-IR N/A 1911 records 9074 records 6822 records 6000 6000 6000
UTM LIBRARY: KAI 2009-2020
Note: PM (Performance measurement )
STRATEGIC OBJECTIVE Code PM KPI (M) 2009 2010 2011 2012 2013 2015 2020
STAKEHOLDER
PERSPECTIVE
S01. Prime Source For Information In UTM Niche Areas And Research Fields
S1.1 C Increase 5% usage of subscribed online databases from the previous year
2,232,400 (88.60%)
3,549,324 (159% )
3,154,138 (84 %)
4,421,373 (112.9% )
4,951,937 12%
5,694,727 @15%
6,8336,672 @ 20%
S1.3 E Increase number of postgraduate theses collections (received in the current year )
N/A 1060 titles 1,822 titles 3,308 titles 4,585 titles 7,585 titles 15,085 titles
S1.4 E Increase number titles for Gift Collections
N/A N/A 707 titles 3,313 titles 4,815 titles 7,815 titles 15,315 titles
S1.5 E Collection development for museum and gallery N/A 64 artifacts 105 artifacts 125 artifacts 145 artifact
205 artifact
453 artifacts
S02. Excellent and Customer-Focused Service Delivery
S2.1 CS Customer Satisfaction Survey 73.60% 82.4% 78% 73% 80% 80% 80%
S2.2 CS Actions on CSI Feedback N/A N/A N/A 90% 90% 90% 90% INTERNAL PROCESS
PERSPECTIVE
P01. Provision Of High Visibility Collection For Flexible Learning
P1.2 E Performance of data backup to Library Tape System
N/A N/A N/A N/A 100% 100% 100%
P1.5 E Process and catalog materials received in the current year (Purchasing, Exchange & Gift and Special Collection)
N/A 12,018 titles
(114%) 9,089 titles
(69%) 15,935 titles
(122.5%) 100% 100% 100%
P1.6 E Processing of postgraduates theses
N/A 593 titles
(61%) 1,531 titles
(65%) 1,617titles (67.68%)
95% 100% 100%
P1.7 CS Digitization process of UTM Special Collections (Project Paper (PSM), Theses, and other UTM Special Collections)
N/A 2,607 5,482 7,128 8,700 12,000 20,000
P1.8 CS Increase record deposited in UTM-IR N/A 1911 records 9074 records 6822 records 6000 6000 6000
UTM LIBRARY: KAI 2009-2020
Note: PM (Performance measurement )
STRATEGIC OBJECTIVE Code PM KPI (M) 2009 2010 2011 2012 2013 2015 2020
P02. Provision Of Customised Services And Appropriate Materials To Support Research
P2.1 E Availability of UTM Publication From WOS and SCOPUS
N/A na 65% 100% 80% 90% 95%
P2.2 E Develop lists of Top Journals in UTM Niche Areas N/A na na 70% 80% 85% 90%
P03. Enhance Effective Communication& Marketing Strategies
P3.1 CS Knowledge Culture N/A 14 programs 12 programs 10 programs
15 programs
22 programs
25 programs
P3.2 E Collections development and promotion for UTM Reading Stations
N/A 9,048 12,414 16,071 19,320 25,820 42,070
P3.3 SC Community Service Responsibility (CSR) N/A 3 programs 1 Program 4 programs 4 program 5 program 6 program
P3.4 CS Enhance and maintaining of Alumni portal N/A 100% 60% 70% 80% 90% 100%
P3.5 C Increase number of books loan out by users N/A 305,665/ 72%
191,798 @ 62.75%
276,892@91%
285126 @ 10%
372,894 @15%
393,472 @20%
P3.6 CS Study on user usage pattern in PSZ (user spending >10 hours) N/A 100% 100% 100% 100% 100% 100%
P3.7 CS Library Performance Measurement N/A N/A N/A N/A 95% 100% 100%
P04. Effective Decision Making Process and Empowerment
P4.1 CS Compliance to ISO Quality Objectives N/A 80% 92.5% 95.0% 95.0% 95.0% 95.0%
UTM LIBRARY: KAI 2009-2020
Note: PM (Performance measurement )
STRATEGIC OBJECTIVE Code PM KPI (M) 2009 2010 2011 2012 2013 2015 2020
LEARNING &
GROWTH
PERSPECTIVE
L1. Attract and retain key competent & productive staff
L1.1 E Inhouse training programmes
N/A 100% 17/ 170% 31
programs / 155%
30 programs
30 programs
30 programs
L2. Conducive working environment and well equipped facilities
L2.1 CS % Increase of library digital content (12%)
11,991,003 (11.33%)
2,243,447 (12.7%)
2 ,498,180 % (11.4%)
2,862,959 (11.7%)
3,206,520 (12%)
3,976,100 (12%)
6,361,750 (12%)
L2.2 CS % of campus community satisfaction on condusive campus 71% 69% 73% 85% 85% 85% 90%
FINANCIAL
PERSPECTIVE
F1: Prudent Financial Management
R1.1 E Budget Variance - 3%
3.48% -19% 3% 0.4% 3% 3% 3%
UTM LIBRARY: KAI 2009-2020
Note: PM (Performance measurement )
FOKUS KAI PSZ 2013
KAI
PERFORMANCE
INDICATOR
DESCRIPTION
TARGET
COST Cost per Database Session
To assess the contractual costs of a database related to the number of sessions.
Cost per database less than RM1.00 per session (2012 – RM1.60)
EFFICIENCY Median time of document processing
To assess whether the different forms of processing procedures are effective as to speed
Less than 40 days processing times per purchased item. (2012 – 72 days)
SPACE Public seating occupancy rate
To assess the overall use rate of public seats provided for reading and working in the library, by estimating the proportion of the public seating in use at any given time.
90% use rate during peak times. (2012 – 67%)
CUSTOMER SATISFACTION
User satisfaction
To assess the degree to which users are satisfied with the library services as a whole or with different services of the library.
80 % user satisfaction rate. (2012 – 73%)
KFA - COST
PENGUKURAN PENCAPAIAN
KAI SASARAN PUSTAKAWAN PEMBANTU
PERPUSTAKAAN PAP
Kos Langganan Pangkalan Data
PSZ
Peningkatan pengunaan
60 pangkalan
data langganan
PSZ.
Kurang dari RM1.00 bagi
1 sesi penggunaan
72 sesi kelas/promosi/
roadshow/hands on dll
Semakan peralatan dan
keperluan sekurang-
kurangnya 2 jam dari tiap sesi
bermula.
Mem-bantu kerja
persiapan sekurang-
kurang nya 2 jam sebelum
sesi bermula.
KAI staf Akademik di semua peringkat
Contoh : Cost Per Database Session
KFA - SPACE
Public Seating Occupancy Rate
PENGUKURAN PENCAPAIAN
KAI SASARAN PUSTAKAWAN PEMBANTU
PERPUSTAKAAN KANAN
PEMBANTU PERPUSTAKAAN
Penggunaan Ruang
Kadar kapasiti penggunaan ruang Perpustakaan oleh pengguna
80% ruang digunakan
Semakan laporan prestasi penggunaan ruang 1 bulan sekali
Memantau dan menyelaras proses semakan kapasiti tempat duduk 1 bulan sekali
Semakan dan pengiraan kapasiti tempat duduk mengikut jadual 2 kali sebulan
PELAN TINDAKAN INDIVIDU
PERA
NA
N IN
DIV
IDU
MEMAHAMI DAN MENGHAYATI PELAN GLOBAL UTM DAN MENERAPKAN DALAM PROSES KERJA DI PERPUSTAKAAN
SUMBANGAN SECARA PROAKTIF KEPADA PERPUSTAKAAN DAN UTM
KERJA BERPASUKAN
DNA PERPUSTAKAAN - TINGKATKAN TAHAP INTEGRITI KECEKAPAN (LEAN, EFFICIENT AND EFFECTIVE) DAN PENGUKUHAN INTEGRITI
TINGKATKAN KEMAHIRAN
MINDA JANGKAPANJANG
KAI SEBAGAI PANDUAN BUKAN MATLAMAT
KEPUASAN PELANGGAN
(CUSTOMER SATISFACTION)
vs
KEGEMBIRAAN PELANGGAN
(CUSTOMER DELIGHT)
HARAPAN
Petikan dari Buku Menyuburkan Kembali Jiwa
Akademia, Zaini Ujang, 2013, ms. 150.
Kejayaan ditentukan oleh tiga faktor utama iaitu keupayaan, usaha dan sikap. Keupayaan dipengaruhi oleh latar belakang keluarga dan pengalaman hidup atau bakat semulajadi; usaha pula boleh dipelajari sama ada menerusi sistem pengajian, pengalaman atau latihan. Sementara sikap adalah penentu terpenting kerana sifatnya yang boleh menjadi positif atau negatif.
“
“
It is not your customer’s job to remember you; it is your obligation and responsibility to make sure they don’t have the chance to forget you.”
Patricia Fripp, expert in sales presentation skills and training
“If you do build a great experience . customers tell each other about that. Word of mouth is very powerful.”
Jeff Bezos, founder, president, chief executive officer & chairman of the board of Amazon.com
PENGHARGAAN
THANK YOU
VISION
CS
I
COST
Acc
red
itati
on
&
Au
dit
ing
Research Support
Learn
ing
C
en
tre
Information Archives
LIBRARY
UTM LIBRARY PERFORMANCE MODEL
TERIMA KASIH
Sama-sama kita berdoa semoga di tahun baru ini kita akan mencapai lebih banyak lagi kejayaan-berkat bekerja sebagai satu pasukan yang profesional, penyayang, efektif serta efisien. Saya juga ingin merakamkan ucapan setinggi-tinggi penghargaan kepada setiap warga Perpustakaan di atas komitmen padu serta sumbangan yang telah diberikan, tidak kira sama ada ianya kecil atau besar, bagi memastikan semua program dan aktiviti dilaksanakan dengan sempurna dan jayanya serta mencapai objektif yang diidamkan.