Balance Scorecard Used in Airline Industry - PowerPoint

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					JKR STRATEGIC
 FRAMEWORK
  2007-2010
  RAMLI MD YUSOFF
     CoS, Pejabat KPKR
                Presentation

11.00am – 12.00am      JKR Strategic Document
                        Background

12.00am – 12.45am      Implementation of the
                        Strategies & Action Plans

12.45am – 1.00pm       Feedback Session



                                                    2
                            Location where people
           LRT, Monorail,   stay & work are distance apart
           Komuter                                               Kampong to town

    Hand phone              E-mail              Autocad
                                                                Open & Transparency

Computer
                                                                  From Actually
Old complex to                                                    Doing to Auditing
shoppig mall
                            CHANGES AROUND US                       Meritocracy
  5 working days

                                                                      IBS
                                                                      Construction
    Globalisation

                                                                     More
    Internet                                                  Educated population

                            Terrace to
Promotion Merit Base      Condomonium Doing Work in          Value added / Clients
                                                                 has options
                                       other country
           Cheaper airline
                                PMCs
                                                                                     3
The image




            4
5
6
7
JKR STRATEGIC
 FRAMEWORK
  2007-2010
        JKR SF – The Journey
• 24 July 2007 – Launching of JKR SF 2007-2010
  to all JKR HQ Branch Directors through a Risk
  Workshop
• 13 August 2007 – JKR SF circulated widely
  during NAFAM conference
• 20 August 2007 – Launching of JKR SF to all
  JKR State Directors and again to the JKR HQ
  Branch Directors through a Risk Workshop
  during the Mesyuarat Pengarah-Pengarah in
  Kuantan, Pahang
                                                  9
             Framework Model
       Policy      To set a broad framework for undertaking
                     change in a structured and coordinated way




       Strategy    To develop a structured set of actions aimed at
                     enabling improved organisation performance




                    To outline particular actions and resources
   Action Plans     required to provide defined level of service




                     „Day to day‟ actions required to deliver the
   Operations         defined level of service



                                                                      10
                   PART I -
                OUR BUSINESS

   Our Purpose               Our Commitment
   Our Contribution to       Our People
    the National Mission      Our Environment
   Our Vision                Our Capacity and
   Our Mission                Capability
   Our Strategy Map          Our Achievements So
   Our Balance                Far
    Scorecard                 Our Change Journey
   Our Core Values           Our Strategic Themes
                                                  11
PART II - STRATEGIES AND ACTION
   PLANS FOR OUR FUTURE
1.   Customer Focus
2.   Asset Management
3.   Performance Measurement and Reporting
4.   Strategic Competency Development
5.   Standardisation
6.   Earned Value
7.   Leveraging on ICT
8.   Effective Implementation of 5-Year Malaysian
     Plan
    How JKR Contributes to the National Mission

                                                12
To work as strategic                    To be the leader in asset
partner with our clients                management, project
to deliver outcomes of                  management and
government policies and                 engineering excellence for
services.                               the nation.




                   OUR PURPOSE




                           To deliver the
                           nation’s
                           infrastructure

                                                                     13
Our Contribution to the National
           Mission
The National Mission (2006 – 2020) identifies
five thrusts with specific programmes to deliver
the outcomes needed for the achievement of
Vision 2020. We are committed in participating
directly and indirectly in the successful
implementation of these programmes through
the strategies and actions listed in this Strategic
Framework.


                                                      14
National Mission 2006 - 2020
                                        To raise the capacity for
To move the economy                    knowledge and innovation
  up the value chain                           and nurture
                    1                    "first class mentality”
                                                                2
                   To address persistent socio-
                      economic Inequalities
                       constructively and
                          productively     3
To improve the standard              To strengthen the institutional
    and sustainability                     and implementation
     of quality of life
                       4                         capacity
                                                               5
                                                                       15
            OUR VISION

To become a world-class service provider
and centre of excellence in asset
management, project management and
engineering services for the development of
nation‟s infrastructure through creative and
innovative human capital and state-of-the-art
technology.



                                            16
                                                     Providing effective
Helping our clients          Standardising our
                             processes and           and innovative
deliver policy
                             systems to deliver      asset and project
outcomes and                 consistent outcomes     management
services through
working with them as
strategic partners




Taking good care              OUR MISSION            Strengthening our
of the environment          To contribute to the     existing engineering
in delivering our
services                  nation-building through:   competencies




 Building harmonious                                 Developing our
                               Upholding integrity
 relationships with the                              human capital and
                               in delivering our
 community                                           new competencies
                               services

                                                                      17
JKR Strategy Map




                   18
                 Our Strategy Map

This Strategy Map assists us in:

      Articulating how JKR creates value for its stakeholders and
      summarise the critical values we want to provide for them.




   Displaying key priorities and relationships between outcomes (the
            “what”) and performance enablers (the “how”).


      Shows how one outcome leads to another, depicting the
         cause-effect relationship between the four major
              perspectives of JKR‟s performance.
                                                                    19
Contd..


  Providing a clear view of "how I fit in" for sectors, branches,
    units, teams and individuals. The Internal Process and
     Learning and Growth perspectives of the map are the
  “enablers” for the other two perspectives, i.e. stakeholders
                        and customers.



Cascading the scorecard throughout JKR and clearly mapping
the various units and functions back to the JKR-wide map
which is critical to the leveraging and ensuring alignment.




                                                                    20
            Our Balanced Scorecard
    JKR is embarking on measuring and reporting performance using
     Balanced Scorecard (BSC).
    To be the accountability instrument which monitors performance
     against our key indicators across JKR Strategic Themes.
    Will be fully integrated and aligned with the systems of JKR (ICT)

                                  Key Performance Indicators
                                             (KPI)

    In moving towards an                                       Service
    outcome-oriented         Early
                             Warning                           Level
    performance                           Project Measures
                             Indicators                        Agreement
    management system,                                         (SLA)
    JKR has identified the
    following tools:
                                      Performance Indicators
                                              (PI)


                                                                           21
                                         WHAT JKR WILL BE

     A performance oriented                                   Responsible and accountable
     organisation focused on achieving                        to meet the requirement of our
     customers’ desired outcomes                              service agreement
          Service to the people                                  We take responsibility
                                                OUR CORE
          (Community contribution)                               for our products & services
                                                VALUES



OUR COMMITMENT: - Meeting Customers’ expectation by
                • Understanding and sensitive to      •    Listening attentively
                  their needs
                • Being friendly & helpful           • Be responsive to changes


                                                                     Ensure
OUR PEOPLE:                        Fast track                      JKR people
                                              Have business                             Provide
                      Provide          The                          are aware
                                               processes &                           opportunities
                    opportunities development practices that          of the          for regular
   Create            for career      of high                       outcomes &
                                                Continually                            feedback
environment         development     potential                       behaviour
                                                 improve                            on performance
 for lifelong                      candidates                       expected
  learning                            Develop        Create a family-like            Develop
                      Bring life       Future        environment at our                        22
                                                                                   a leadership
                       to work        leaders            workplace                  framework
OUR ENVIRONMENT
                     Technical
                      advisor
                                    Responsible for
Form being just                    implementation of
 Implementer to                  development projects &
strategic partner                 management of asset


                       JKR
Establish
Asset Mgmt                           28 client
Sector                               ministries
                    Over 7000
                    projects under
                    RMK9




                                                          23
   OUR CAPACITY & CAPABILITY
 OUR WORKLOAD
  Currently serving 28 ministries
                    No. of                   No. of                       No. of
Ministries                    Ministries               Ministries
                   Projects                 Projects                     Projects
Culture, Art &                                           Internal
                      8         Finance        22                          149
Heritage                                                 Security
                                Foreign
Defence               29                       23         Health           457
                                Affairs
Natural                        Women,                    Rural &
Resources &           51       Family &        92        regional          126
Environment                   Comm. Dvlp                   Dvlp
Education            4178      Higher Ed      112         Works            229
                                 Home                    Prime
Agriculture           25                       45                          185
                                 Affairs                Ministers’
Youths &                       Housing &
                      29                       23        Transport         31
Sports                         Local Govt

                 Table 1: Number of Categorised Projects by Ministries              24
    OUR CAPACITY & CAPABILITY
  OUR WORKLOAD
   Over 7,000 projects


              No. of                   No. of        State        No. of
State                      State
             Projects                 Projects                   Projects

Selangor       655        Pahang         567       W.P P’jaya          9
                                                     W.P K.
Perak          352        Johor          994                          148
                                                    Lumpur
P. Pinang      214        Melaka         179       Overseas           18

Kedah          352      N. Sembilan      315        Others            194

Perlis         119        Sabah          643

Kelantan       358       Sarawak         404

Terengganu     348      W.P Labuan       20


               Table 2: Number of Categorised Projects in the State         25
OUR CAPACITY & CAPABILITY
OUR WORKLOAD



 Projects   ACAT 1      ACAT 2     ACAT 3     ACAT 4    ACAT 5

  5889         12          70        453        511      4843



     Table 3: Number of Categorised Projects by ACAT Level




                                                                 26
    OUR CAPACITY & CAPABILITY
OUR HUMAN CAPITAL
   Over 30,000 JKR personnel
   15,000 technical staff
   2,500 professionals
   17 PhD and 135 Master‟s Degree holders, respectively

                                                                                   Quantity
    Electrical    Mechanical                Civil           Architect
                                                                                   Surveyor
      257                265            1442                     283                 340
            Table 1: Number of professionals according to disciplines
                                                                                       Quantity
                 Civil         Electrical           Mechanical         Architect
                                                                                       Surveyor
PhD               13               1                    1                 1                1
Masters           97               9                   11                 11               7

             Table 2: Number of postgraduates according to disciplines                         27
    EFFECTIVE               EXTERNAL AWARDS
    IMPLEMENTATION
    OF MALAYSIAN
    5-YEAR PLANS                                    ORGANISATION




LEVERAGING                OUR
   ON ICT            ACHIEVEMENTS                   CUSTOMER FOCUS

                        SO FAR

STANDARDISATION
                                                ASSET MANAGEMENT


               STRATEGIC
                                     PERFORMANCE
              COMPETENCY
                                     MEASUREMENT
             DEVELOPEMENT
                                      & REPORTING

                                                               28
           OUR CHANGE JOURNEY
 To achieve our vision, we are project-managing our change
  journey.

 The JKR Strategic Framework defines our mission in detail for
  the year 2007 until 2010.

 We will progress through annual cycles where we review what
  we have done, plan in detail for the next year, and provide
  forward-looking missions for the following years towards
  achieving our vision.

      Transitioning JKR to its new purpose
      Integrates the changes
      Consolidates the changes
      Starts the change over again



                                                             29
                                                 To achieve our             To create a system to
To be strategic       To ensure all physical
                                                 objectives and deliver     develop competent
partners with         assets continue to
                                                 accountability,            workforce to match the
our customers &       deliver the desired
                                                 performances are           right people to the right
increase their        outcomes with efficient
                                                 continually measured       job & to measure
involvement &         use of short and long
                                                 and gaps are               performance for
satisfaction with     term resources.
our services                                     effectively managed        continuous improvement


                                                                                    4.Strategic
                           2.Asset                 3.Performance
                                                    Performance
 1.Customer                                                                        Competency
                         Management                Measurement
                                                   Measurement &
    focus                                                                          Development
                                                      Reporting
                                                    &Reporting

                       Our Strategic Themes
5.Standardisation        6.Earned                 7.Leveraging             8.Effective Implementation of
                           value                     on ICT                   Malaysian 5-Year Plan



To standardise      To establish a          To streamline our business       To ensure projects are
our processes &     project progress        process, and                     implemented through
skills to provide   evaluation system       communication system             appropriate procurement
consistent &        anchored to             through the use of ICT, thus     methodologies to meet
reliable services   schedule                improving our effectiveness      customer needs and
                    performance, quality    & efficiency                     outcomes
                    & value                                                                     30
                                Customer             Performance                  Strategic
        Asset
     Management                 Focused              Measurement                  Competency
                                                     & Reporting                  Development
 Administer Gateway           Implement CSIP                                Develop HR management
  project review system                               Implement BSC
                               Improve internal                               system
 Develop AM Capability         & external            Implement
                                                                              Organise certification
 Develop Pre-CPC               communication          Business Plan
                                                                               programme for project
  checklist for building                                                       managers
  projects                                                                    Establish MPMA
 Implement Energy                                                            Identify & develop strategic
  Efficiency in Building               Strategic Themes &                      technical core competencies
                                                                              Organise certification
                                            Strategies                         programme for asset managers
      Effective                                                               Establish training partnership
Implementation (M5P)                                                           with tertiary institutions
                                                                              Establish training centre and
   Implement ACAT
                                                                               laboratory
   Innovative Procurement Methodologies
   Implement Partnering                                                           Standardisation
   Establish effective project performance
    tracking system                            Leveraging on ICT                  •  Standardised
   Establish Help Desk, Green Team &                                               processes
    Red Team for project health & recovery     Improve SKALA
                                                                                   Business Process
   Provide special training for project        capabilities & content
                                                                                    Improvements (BPI)
    managers                                    integrity
   Implement Traffic Management System        Establish Gocument            Earned Value
   Improve payment system                      Management Systems        Develop earned
   Improve closing of account systems          (DMS)                      value project
                                               Implement enterprise       progress
                                                ICT (EMBUN) project        assessment system       31
   You can’t change nature but change is nature
   The organisation that is successful is the one
    that can best deal with surprise



                                                     32
PART II - STRATEGIES AND ACTION
   PLANS FOR OUR FUTURE
1.   Customer Focus
2.   Asset Management
3.   Performance Measurement and Reporting
4.   Strategic Competency Development
5.   Standardisation
6.   Earned Value
7.   Leveraging on ICT
8.   Effective Implementation of 5-Year Malaysian
     Plan
     How JKR Contributes to the National Mission

                                                33
 Initiatives To Improve Government
            Delivery System
9 Mac 2007 - Garis Panduan bagi Mempertingkatkan
             Tadbir Urus dalam Sektor Awam (ruj. PM(S)
             17479/13 Jld. 4)
8 Feb 2007 - Sistem Star Rating : 1983 – Surat Pekeliling
             Usaha-usaha Memajukan Perkhidmatan
             Awam (PUMPA)
Jan 2008 - The Malaysia Public Service Commitments 2008
Mac 2008 – Key Performance Indicator (KPI) for Head
             of Dept.

                                                        34
35
JKR SF – Improving Government Delivery System




                          JKR SF
                          2007-2010




         Public Service               Sistem Star
         Commitments-                 Rating
         2008




                                                    36
37
      THE JKR SF PROGRESS
   Currently the JKR SF progress is tracked on
    the basis of NOT STARTED / IN PROGRESS
    / COMPLETED




                                              38
                   CUSTOMER FOCUS
       Implement Customer Service Improvement
                     Plan (CSIP)
              Establish Customer Service Improvement
              Plan (CSIP)
              Develop business case and project plan for
              CSIP rollout
              Conduct customer needs survey
              Conduct customer satisfaction survey
              Analyse result and develop action plan
              Pilot CSIP workshops for Asset Management

                                                                39
Not Started             Started But Not Completed   Completed
                   CUSTOMER FOCUS
      Improve internal & external communication
              Establish intranet
              Develop Strategic Communication Plan
              Develop Divisional Communication Plan
              Publish Bi-Monthly JKR Newsletter
              Organise Quarterly Town Hall meetings
              Conduct Seminars, Briefings and Forums
              Establish customer / public one-stop call
              centre

Not Started             Started But Not Completed   Completed   40
                Asset Management
      Administer Gateway Project Review System
              Establish preliminary gateway system
              Train reviewers
              Pilot gateway reviews on ACAT 1 & 2
              Develop a cross-boundary expert review
              (CBER) program
              Enforce review outcomes
              Extend Gateway to include AM



Not Started         Started But Not Completed   Completed   41
                  Asset Management
        Develop Asset Management Capability (1)
         Establish asset management, facility management and
         maintenance management scope
         Develop policy framework
         Run awareness campaign
         Allocate single point accountability for AM and
         implement structural changes
         Establish competency standards
         Develop training and expertise development programme
         with UTM
         Fast track the development of asset/facility/maintenance
         manager
         Develop AM, FM and MM standards and procedures
         Develop asset register

Not Started             Started But Not Completed    Completed   42
                      Asset Management
        Develop Asset Management Capability (2)
              Develop AM, FM and MM tool set
              Conduct health check on all assets
              Establish benchmarking system for AM
              Establish CSIP with client
              Understand client strategic and service requirements
              Develop value for money and fit-for-purpose
              processes
              Develop SLAs & KPIs for AM performance
              measurement and reporting system
              Launch AM at National Asset and Facility
              Management Convention
              Develop AM user requirements for ICT
              Carry out early works on ICT enabler projects

Not Started                Started But Not Completed     Completed   43
                    Asset Management
          Develop Pre-CPC Checklist for Building
                        Projects
              Develop inspection checklist for building acceptance
              criteria
              Implement pilot projects
              Analyse outcomes
              Develop project plan
              Obtain approvals and budget allocations for project
              Identify resources
              Identify key stakeholders and objectives through
              workshops
              Identify strategic partners, private and NGO‟s
              Promote EE (MS 1525:2001) and its implementation
              among government agencies

Not Started               Started But Not Completed     Completed   44
     Performance Measurement & Reporting
                Implement Balanced Scorecard

          Mobilise awareness amongst employees
          Clarify organization strategy
          Project planning and team formation
          Determine appropriate strategic business units for pilot projects
          Form and train SBU teams
          Build employee commitment
          Formulate development plan
          Ensure employees are focused on doing the right things
          Develop performance management system that ensures
          employee engagement
          Develop AM measurement and reporting system
          Develop communication strategy



Not Started                Started But Not Completed            Completed     45
Performance Measurement & Reporting

          Implement Business Plan
          Develop business process improvement plan
          process & proforma
          Develop strategic business plan
          Develop strategic project set for key themes
          Develop business case & project plan
          proforma
          Conduct red team & green team reviews


Not Started          Started But Not Completed   Completed   46
   Strategic Competency Development
              Develop HR Management System
          Establish career path model
          Establish competency governance committee
          Establish custodian committees for each competency group
          Identify job groups and roles and responsibilities for each job
          group
          Define competency model for each group
          Develop ICT based competency inventory management system
          Register of all competencies for the respective competency group
          Identify critical competencies for each specialist discipline
          Identify future competencies needed by JKR
          Identify common competencies for JKR professionals




Not Started               Started But Not Completed          Completed   47
   Strategic Competency Development
                Develop HR Management System
              Define competence category for each competency,
              i.e. novice, expert, mastery
              Develop competency dictionary
              Develop ICT based competency management
              system
              Develop resource module (matching job position to
              person)
              Identify competent human resource requirement for
              9MP and develop stop gas measures
              Deliver focused training


Not Started               Started But Not Completed    Completed   48
   Strategic Competency Development
    Organise Certification Programme for Projects
                                Managers

              Mentor assessors
              Organise fundamental training in PM
              Establish PM training courses in alliance with
              UTM
              Mandate PM Certification
              Prioritise PM candidate


Not Started              Started But Not Completed   Completed   49
         Strategic Competency Development
          Establish Malaysia Project Management
                        Association


              Develop Constitution and processes
              Establish not-for-profit company
              Establish project management council
              Establish initial board
              Develop growth strategy
              Develop PM website


Not Started             Started But Not Completed   Completed   50
         Strategic Competency Development
      Organise Certification Programme for Asset
                       Managers


              Develop AM training courses in alliance
              with UTM
              Promote AM courses
              Develop AM competency standards



Not Started            Started But Not Completed   Completed   51
         Strategic Competency Development
          Identify and Develop Strategic Technical
                         Specialists


              Develop planning and scheduling
              specialists
              Develop risk management specialists
              Develop earned value specialists
              Develop facilitation specialists
              Develop engineering specialists

Not Started           Started But Not Completed   Completed   52
         Strategic Competency Development
       Establish Training Partnership with Tertiary
                        Institutions


              Establish MoU with UTM
              Develop training programme
              Prepare proposal and business plan
              Submit proposal to central agency



Not Started           Started But Not Completed   Completed   53
                     Standardization
                    Standardize Processes
          Standardize project management
          Standardize asset management
          Standardize strategic human capital management
          Standardize performance measurement and reporting
          Standardize technical processes
          Standardize partnering processes
          Standardize design management
          Standardize quantity surveying processes
          Develop occupational safety & health management system
          Enhance existing standard processing system for progress
          payment, final account, claims, extension of time (E0T)




                                                                      54
Not Started              Started But Not Completed        Completed
                 Standardization
              Business Process Improvement

          Model and improve existing design
          system
          Identify opportunities and priorities
          Determine user needs
          Pilot and review



Not Started         Started But Not Completed   Completed   55
                       Earned Value
              Develop earned value project progress
                     assessment system (1)
          Formation of project team
          Awareness and training of project team
          Establish EV strategic plan
          Develop EV implementation plan
          Assess existing EV documentation
          Contextualise EV documentation
          Clarify with legal advisor
          Obtain approval from central agencies for pilot
          projects
                                                                56
Not Started             Started But Not Completed   Completed
                       Earned Value
              Develop earned value project progress
                     assessment system (2)
          Create awareness and train contractors
          Pilot EV
          Develop training courses in EV
          Identify and qualify EV training consultants
          Appoint EV consultants
          Plan training courses
          Train staff
          Train consultants and contractors

                                                                57
Not Started             Started But Not Completed   Completed
                  Leveraging On ICT
              Improve SKALA Capabilities & Content
              Integrity
              Incorporate ACAT
              Train staff



              Document Management System (DMS)
              Establish Interim System
              Select Electronic System
Not Started            Started But Not Completed   Completed   58
                      Leveraging On ICT
       Implement Enterprise ICT (EMBUN) Project
              Develop user needs requirements
              Develop system design
              Develop system architecture design
              Develop integrated product team (IPT) implementation plan
              Incorporate EV
              Incorporate tools
              Incorporate Gateway
              Incorporate AM
              Implement incremental build one
              Implement business process improvement (BPI) and
              standardise process
              Develop training program in new ICT



Not Started                  Started But Not Completed          Completed   59
  Effective Implementation of RMK 9

              Innovative Procurement Methodologies
              Relational contract piloted on ICT project & 2
              ACAT 1 projects
              Analyse outcome
              Formalise Design, Construct & Maintain
              (DCM) pilot implementation
              Conduct training



Not Started              Started But Not Completed   Completed   61
  Effective Implementation of RMK 9

              Implement Partnering
              Implement pilot projects
              Develop facilitators
              Train partners
              Analyse outcomes
              Publicise outcomes
              Conduct Industry Briefing


Not Started              Started But Not Completed   Completed   62
 Effective Implementation of RMK 9

              Establish Partnership
              Establish partnership with PM Council
              Establish partnership with MS
              Project/Primavera vendors




Not Started             Started But Not Completed   Completed   63
  Effective Implementation of RMK 9

              Establish Effective Project Performance
              Tracking System
              Conduct health check
              Identify projects for Green Team review
              Identify projects for Red Team review
              Analyse data
              Define measure
              Pilot measure on high impact criteria

Not Started             Started But Not Completed   Completed   64
  Effective Implementation of RMK 9

              Establish Green Team and Red Team
              for project health check and recovery
              Select and train team members
              Prioritisie projects and pilot reviews


              Provide Special Training for Project
              Managers
              Identify high–risk project managers
              Identify high potential candidates

Not Started                 Started But Not Completed   Completed   65
   Effective Implementation of RMK 9

              Establish Traffic Management System
              Develop and identify requirements
              Improve Payment System




Not Started             Started But Not Completed   Completed   66
   Effective Implementation of RMK 9

              Improve payment system
              Review existing system
              Enhance system
              Implement revised system




Not Started            Started But Not Completed   Completed   67
   Effective Implementation of RMK 9

              Improve Closing of Account System
              Review existing system
              Enhance system
              Implement revised system




Not Started            Started But Not Completed   Completed   68
             CARTA FUNGSI JABATAN KERJA RAYA MALAYSIA
                             (KONSEP)
                                    JABATAN KERJA RAYA


      SEKTOR PAKAR                   SEKTOR BISNES                SEKTOR PENGURUSAN




Bertanggungjawab                Bertanggungjawab “to           Bertanggungjawab memberi
“to deliver” Rekabentuk dan     deliver projects”              Perkhidmatan Sokongan
Perolehan
                                Memberi perkhidmatan           Memberi perkhidmatan
Memberi khidmat kepakaran       Pengurusan Projek terbaik      Pengurusan
rekabentuk & kontrak            Kepada Pelanggan               Aset kepada pelanggan,
khusus kepada Sektor Bisnes                                    Sektor Bisness & Pakar
                                Memastikan projek-projek
Membangunkan kepakaran-         yang dilaksanakan menepati     Membangunkan standard
kepakaran teknikal yang         hasrat dan keperluan           Pengurusan Aset
strategik yang boleh membawa    pelanggan
 kecemerlangan JKR                                             Membangunkan standard
                                Mengurus pelanggan dengan      Pengurusan Projek
Memastikan projek-projek yang   Berhemah
dilaksanakan menepati
Standard jabatan                Menjadi “front-line” jabatan   Melaksana dan memantau
                                berurusan dengan pelanggan     projek-Persekutuan di negeri
Membangunkan Standard
Bidang-bidang Teknikal


                                                                                          69
ISSUES IN ORGANISATIONAL
       STRUCTURE

•   Authority
•   Communication
•   Priority
•   Focus
•   Chain of Command

                       70
TERIMA KASIH
72
73

				
DOCUMENT INFO
Description: Balance Scorecard Used in Airline Industry document sample