Organisation

	Documentation Ø        manual procedure Ø        work procedure Ø        work instructions Ø        management minutes				Quality System Based On ISO Series

                                                                      control              control            verify

 4.                   Improving Quality Results (Pn.Lim Peng Joo)

a)       Current Issues in Public Administration

i)                     *efficiency and productivity -> multi-skilling, privatization, use of IT, PKPA, ISO 9000, creativity, right sizing

ii)                   **globalization -> trade and barriers, international negotiations, image and image building, flow of info and ideas, capital and flows, HRD

iii)                  information technology

iv)                 sustainable development

v)                   management of change

vi)                 effective enforcement

vii)                national security

viii)              crisis management

ix)                 economic growth

b)      Challenges -> need to increase quality of product and practices, reduce overall cost of maintaining quality and maintainence of quality system

c)       Economy improvements needs to reduce opting cost, opting losses, fixed service cost and liability exposure.

d)      Benefits improvement in product quality, product design, production flow, empoyee morale, product service and market place acceptance

e)      Creative Thinking

i)                     help to realize creative potential as to improve results

ii)                   help discover what you need to do to release creative energy

iii)                  help to increase knowledge to put down to work

To ensure creative thinking , need to have happy, valued customers; optimism, cheerfulness and laughter; minding “comfort zone” people.

Barriers to creative thinking are self imposed, conffirmity, no effort to challenge, evaluate quickly, fear and complacency and neglect.

f)         Paradigm or Mindset

These are framework of thoughts and a set of assumptions. Pro-active people or actions seek new ways, a “must” shift attitude and challenging own paradigm.

g)      Improvement or to improve the way we live and work is considered “creativity”. Thus we need to intensely desired goal, pressing on problem and focused on questions. Our mind operates on “pattern recognition” and we must “break-offs” the unwanted.

h)       Most of us uses one-half of our brain i.e the right (rhythm, space, daydreams, imagination, colour and global), we seldom use the left (lists, logic, lines, words, numbers and order). We do need to converge (intergrate and decide) and diverge (discover more than one answer) our thinking.

i)         By being creative , we need to undergo 4 stages of process which include preparation (to define goal, problem), incubation (digest facts), illumination (ideas), verification (solution) and application (implementation).

j)         Uses of Edward de Bono’s – 6 Thinking Hats

i)                     white hat           – informative

ii)                   black                  - emotional

iii)                  blue hat             - control of thinking

iv)                 green hat          – creative

v)                   yellow hat         -  positive

vi)                 red hat              - negative

k)       Uses of Process/techniques

i)                     Challenges – is there any way, looking at other ways, why

ii)                   Alternatives – B … ecause, C …. ut …

iii)                  Provocation – deliberate, control madness

l)         Checklists

Create  own check-lists in order to have dominant ideas, boundaries and assumptions