og' and empowering qualliv strategies toward...
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Assalamualaikumdan salam sejahtera,
Terlebih dahulu saya ingin mengalu-alukan kedatangan semua ke Persidangan anjuran Perpustakaan Sultanah Zanariah (PSZ), Universiti Teknologi Malaysia ini. Saya juga ingin merakamkan setinggi-tinggi penghargaan kepada Jawatankuasa Persidangan yang telah giat berusaha bagi memastikan persidangan ini berjalan dengan lancar.
Persidangan anjuran PSZ ini amat relevan dengan keperluan sistem penyampaian perkhidmatan semasa. Memetik kenyataan YAB Dato' Seri At:xJullah Ahmad Badawi, Perdana Menteri Malaysia bahawa fokus utama kepada perkhidmatan pelanggan harus dibeli penekanan yang serius dalam usaha untuk bersaing di arena global yang kompetitif dan mencabar. Hasrat Kerajaan ini dite~emahkan juga melalui usaha Universiti Teknologi Malaysia (UTM) meletakkan pelanggan sebagai perspektif utama dalam perancangan strategiknya.
Untuk memastikan kejituan menerusi produktiviti dan kepuasan pelanggan, kita tidak hanya bertumpu kepada ilmu, skil, kreativiti dan inovasi semata-mata, malah keberkesanan melalui sikap dan nilai-nilai yang positif adalah menjadi tunjang kepada penambahbaikan dan seterusnya kejayaan.
Dengan adanya persidangan ini dijangka dapat memberi peluang kepada kita untuk mendalami isu-isu yang berkaitan dengan pelanggan di perpustakaan khususnya dan di orgC!nisasi lain secara amnya. Pandangan yang berbeza dali sudut yang berlainan dan ideaidea baru dapatdikongsi demi melahirkan individu yang dinamik pada masa depan.
Akhir kata, saya mengambil kesempatan ini untuk mengucapkan tahniah sekali lagi kepada Perpustakaan Sultariah Zanariah, para pembentang kertas ke~a dan peserta atas penganjuran dan penyertaan kalian. Semoga dengan majlis perkongsian ilmu seperti ini akan dapat memberi manfaat kepadasemua. Tidak dilupakanjuga semuaahli jawatankuasayang secara langsung atautidaklangsungmembantu dalam menjayakan persidangan ini.
Sekian, terima kasih. Wassalam.
Y. Bhg. Tan Sri Prof. Dr. Mohd Zulkifli Tan Sri Mohd Ghazali Naib Canselor Universiti Teknologi Malaysia
Assalamualaikum dan salam sejahtera,
Alhamdulillah bersyukur saya ke hadrat Allah SWT kerana dengan izin dan rahmat kurniaanNya persidangan ini dapat dilaksanakan.
Bagi pihak Jawatankuasa Penganjur, saya merakamkan setinggi-tinggi penghargaan dan ucapan terima kasih kepada Y, Bhg. Tan Sri Prof Dr Mohd Zulkifli Tan Sri Mohd Ghazali, Naib Canselor, Universiti Teknologi Malaysia yang sudi hadir merasmikan persidangan ini.
Bertemakan Energising and Empowering Quality Strategies Toward the CustomerDriven Organisations, persidangan ini diharap dapat menjadi satu mekanisme yang dapat dikongsi bersama untuk menyuburkan percambahan idea, pertukaran pendapat dan perkongsian maklumat ke arah menawarkan perkhidmatan berkualiti yang berfokuskan kepada kehendak dan keperluan pelanggan. Saya yakin persidangan ini dapat menjadi wadah perbincangan dan menyediakan ruang yang secukupnya untuk para peserta berinteraksi antara satu sama lain. Pertukaran maklumat dan buah fikiran antara peserta pastinya akan memperkayakan lagi sumber pengisian.
Diharap dengan sumbangan dan penglibatan oleh semua pihak terutamanya para pembentang kertas kerja, peserta dan juga barisan AJK, persidangan ini akan mencapai matlamatnya.
Sebagai penutup kata, saya Ingln menzahirkan ucapan terima kasih kepada mereka yang terlibat secara langsung atau tidak langsung di dalam memastikan persidangan ini berjalan dengan lancar.
Sekian, terima kasih. Wassalam.
Kamariah Nor Mohd Desa Ketua Pustakawan Perpustakaan Sultanah Zanariah Universiti Teknologi Malaysia
Assalamualaikum dan salam sejahtera
Terlebih dahulu saya ingin mengalu-alukan kedatangan para peserta semua kerana dapat
hadir ke persidangan Customer-Focused Culture pada hari ini. Saya ingin memaklumkan
bahawa Perpustakaan Sultanah Zanariah merupakan institusi pendidikan yang akan terus
mengekalkan kecemerlangannya melalui penganjuran aktiviti yang dapat dimanfaatkan oleh
masyarakat.
Menyedari pentingnya keperluan pelanggan perlu ditangani dengan baik dan bijaksana,
langkah dan komitmen telah dibuat untuk untuk membincangkan isu berkaitan pengurusan
pelanggan secara berkekalan selaras dengan kehendak organisasi. Mulai dengan persidangan
ini diharap dapat menjadi pencetuskepada lebih banyak forum atau perbincangan yang akan
menjurus kepada isu ini. Diharap ia dapat memberi makna serta mempunyai implikasi besar
terhadap pengurusan dan pembangunan pelanggan secara total. Oleh itu, usaha yang gigih
diperlukan untuk memastikan pencapaian komitmen tersebut.
Pengurusan pelanggan secara berkekalan sentiasa menjadi agenda penting organisasi awam
mahupun swasta bagi mempastikan ekspetasi pelanggan tercapai. Saya yakin kehendak
pelanggan yang diurus secara efisien dan bijak akan memberikan banyak manfaat dan
kebaikan kepada organisasi dan terus merangsang perkembangan organisasi secara
menyeluruh. Bagi mencapai matlamat yang telah ditetapkan perlulah ada anjakan paradigma
dengan pendekatan baru yang lebih proaktif ke arah kecemerlangan pengurusan pelanggan.
Akhir sekali saya ingin merakamkan ucapan terima kasih kepada semua ahli jawatankuasa di
atas perancangan yang rapi serta inisiatif serta pihak penaja di atas sumber kewangan yang memberansangkan sehingga dapat merealisasikan persidangan kali ini. Semoga persidangan
irii menjadi medan terbaik perkongsian maklumat yang dapat mencetus ke arah
kecemerlangan organisasi.
Terima kasih.
Noraziah Sharuddin
Pengerusi Conference on Customer-Focused Culture
Sess.,ion l: Customer Relationship
Guest Speaker Norhaki mi Khaiessc1 Ah mad MAS Academy
Speaker Tuan Hajj Aminudin Oawam Group General Manager KPJ Healthcare Berhad
Speaker Sazali Yahya Senior Consultant Focus Learning Corporation Sdn Bhd
Speaker Farah Lange SWETS, Singapore
Session II: Customer Accessibility
Guest Speaker
Speaker
Speaker
Prof. Dr. Ahmad laki Abu Bakar Fakulti Sains Komputer & Sistem Maklumat, UTM
Vernon Seaton WaveTech Sdn Bhd Petaling Jaya, Selangor
Salleh Huddin Mustaffa Perpustdkaan Sultanah Bahiyah Universiti utara Malaysia
Topic: Enriching and Delighting Guest ExperienCl3 (EDGE)
Topic: Serl/ice Excellencs : The KPJ Way
TOpic; Innovating Your OJstomer Service: Transforming Customer Service into a Total Guest Experience
Topic: Building on Customer Intimacy
TopIc: Customer Accessibility Through a Multiple Perspective Framework
~ RFID for EnhanCl3d CoHedion Acc8ssibilit\r: A SelfFulfilling Prophecy?
Topic: Perkhidmatdn Koleksi Digital Kepada Repositori Institusi (RI) : Perkongsian Pengalaman Perpustakaan Sultanah Bahiyah 1995 -2007
S~:s.ion III: Customer Education
Guest Speaker
SpeakBr
Speaker
Speaker
Prof. Or. Szarina Abdullah Fakulb Pengurusan r'J1aklumat Kampus Puncak Perdana Universiti Teknologi MARA
Or. NorliYll Ahmad Kassim Fakulti Pengurusan Maklumat Kampus Puncak Perdana Universiti Teknologi MARA
Siti Mariani S.M. Omar Perpustakaan Negara Malaysia
Kumpulan Penyelldik Kajian Kemahiran Generik (GS). PSZ Universiti Teknologi MalaYsia
Session IV; Customer Satisfaction Through leT
Guest Speaker Prof. Or. Zainab Awang Ngah Fakulti Sains Komputer & Teknologi Maklumat Universiti Malaya
Speaker Prof. Madya Dr. Sulalman Mohd Nor Timbalan Pengarah Bahagian Infrastruktur &. Servis CICT, Universiti Teknologi Malaysia
Speaker Prof. Madya Wardah Zainal Abidin Jabatan Sistem Maklumat FSKSM, Universiti Teknologi Malaysia
Speaker Or. Lim Khee Hiang Associate loJIanager, CJ.Jstomer Education, Thomson Scientific, Singapore
Topic: Is Your Information Literacy Program effective? Customers' Feedback
Topic: Assessing Customer Satisfaction On Library Services And Activities In Creating A Leaming Environment
Topic: Customer Education Practice of National library
Topic: Cultivating CustomerFocused Culture Through Library Generic Skills
Topic: Empowering Users and Partners in Digital Library Research Initiatives
Topic: Issues and Challenges in Providing Quality ICT Infrastruct1Jre service Delivery in a University Campus Environment
Topic; Customer Satisfaction Via Information and Communications Technology
Topic: ResearcherID: A NevI" Way to Address Author Name Ambiguity
Session V: Ouality Strateaies
Guest Speaker
Speaker
Speaker
Speaker
Balakrishnan Vossu Agensi Kelayakan Malaysia (MQA)
Hajah Hanida Ghazali Senior Executive/Lead Auditor SIRIM Berhad
Mohd lul-Azmi Ishak Faculty of Information Management Universiti Teknologi IvIARA Johor
Mehran Doulat Abadi, PhD Student, FPPSM, UTM Skudai
Se-ssion VI; Challenges of Customer Driven Organisation
Guest Speaker
Speaker
Speaker
Speaker
Tuan Haji Mohd Radzif Mohd Yunus CEO Institut Jantung Negara
Azahar Mohd Noor rvlanager Petroleum Resource Centre Petroliam Nasional Berhad
Mohd Ramli Mohd Saat Sena; Airport, Johor
Hasnita Ibrahim Pengurus Maklumat Library & Information Centre (Infolib), BERNAMA
Topic: Quality Assurance of Institutions that Support Teaching and Leaming
Topic: Monitoring and Measuring Customer Satisfaction
Topic: Applying Quality Management System (QMS) In PerpustakaanTJJoDr. Ismail Universiti Teknologi Mara Johor
Topic: From Quality to Customer-Driven Excellence
Topic: Managing Service Excellence
Topic: CustDmer-Driven Organisation: Results, Impact, Challenges and Efforts,
Topic: What is Customer Service In An Airport environment?
Topic: Encouraging USers at Bernama Library & Information Centre Via Organised Activities
Session 1 : Customer Relationship
Guest Speaker
Norhakimi Khaiessa Ahmad
( Malaysia Airlines Academy)
Topic : ((Enriching and Delighting Guest Experience"
lEDGE) .
Conference Dn Cu.tomer-I'"cused Cullure :2006: ErtergiBlng and Emp<Jw",i~ Quality St....tegies Toward the Cu~tom"r·DriveD Organ",..tiuns, 9-11th June 2008_
Th" Z"n Rc~el1cy Hotel, Jonor ~ahru. Joh"..
Enriching And Delighting Guests' Experience (EDGE)
Norhakimi Khaiessa Ahmad
Malaysia Airlines Academy, Group Human Resource, Malaysia Airlines
System, No.2, Jalan SS 7/13, P.O. Box 8737 Kelana Jaya, 47301
Petaling Jaya, Selangor
Phone: 03-78007413, Fax: 03-78043144
Email: nhakimi@mas.com.my
Abstract.Airline industry is experiencing overcapacity and this will continue to be
more intense in the next 5 years. Under The MAS Way, numerous
initiatives have been launched and implemented by the new management
of Malaysia Airlines (MAS) to return to profitability under the leadership
of Datuk Seri Idris Jala. As part of the big turnaround plan before, and
transformation plan currently, MAS is focusing on winning more
customers through the Malaysian Hospitality (MH) campaign. The level of
hospitality to passengers needs to be increased for MAS to bring a
renewed competitive edge.
MH EDGE programme is designed to enhance the service quality of the
front line staff, thus, enriching the customers' (guests') experience. It
provides systematic platform for the staff at crucial service touch-points
to polish and enhance their skills in providing excellent service. The
science of service and the evolution of customer experience is the
fundamental understanding to work towards providing excellent service
to both internal & external customers.
ConfeNlnce on Ctl~tom r-Focu~d Cultu.... 2008; .EnerglJsin(; o.nd Empowerinj:c QUll.llty SlT"tegie~ Toward tho Customer-Drlv OrgiUli"",tion6, 9-11th J\lIl 3008.
Th" Zan Ral\ency Hotel, Joltar B"hT\), Johor
MH EDGE also supports the organisation's quality standards and
practices, which promote the commitment to provide excellent customer
service to sustain and compete globally to win the customer.
2
Conference on Custom,,"-FDCU cd Culture 2008, Energilllog nod En\powct1Il& QuoJity StTategit" Tow..rd tb.c Customer·Driven Organ.i&lltio/1s, 9·11 th Junc 2008.
Tb" Zan Reg:<>l1cy Hotel, Job.or Bllltru, Johor
malaU:l1iI
Enriching & Delighting Guests' Experience (EDGE)
Malaysia Airlines Academy 09 June 2008
(Norhakimi Khaiessa Ahmad)
•malaY!J.@,EDGE/MAS Academy. May 2008
3
Conferen<:e on Cu~tomet.FocusedCultu.n> ZOOS, Energising "'''d Empowering QUAlity StTateglcs To,...u-d the Customer-Driven Org"ni~"t.ion., 9·11t.b June JOOS.
Tbe Zon Regency Hotel, Johot Bahro, John.
CAPA Airline Turnaround of the Year
2006 Award
p..WUrct . o~ , st!:'
....~ 0 'l1 ....
~ -< tn ><f"l ~
~ ~
I ().::, .1';\
Air Transport World (ATW) Phoenix Award 2007
~ EDaEJMAS Academy - MaV 2006 ..'l:malag~f!
4
Conference 011 CUfitomer·Foclls"d Culture 2008: Enerciaiog lITld Empoweting QU.lity Slral"gi,,~ Toward the CU6tnm.,r·Dnven Otglloiutions, 9-llth Jmu, 2008.
Tbe Zan Regency Hotel, Jabot Bahn!, ,lohor
, . "E~G,EJMAS Academy - May 2008
,J T .r .....~
,:Ca acit '~Pr~1S'SlureS ,.. ",:';: Annu(lll irrnft c<lp~l"Hy In
A!;'2 flaClht, Ind,a 8, Middle: EaSl Source; Airbus & Boeing
160
120
5
Conference on Cl15tomer-I'ocused 'ultun: 2OQ8: EJnergl5.ng and Emp<>weri~ Q1.tality Stratellic5 Tt.waru the Cusrofficr-Drlvcll Organi "tion~. 9-J ILh June 2008.
The :lon R"g.."CY' Hotel, Joltor Ba.hl"\l. ,lohor
VISION: To be the COMMERCIAL WOfld!s Five Star Value Carrier
MISSION: To be a Fln~ncll1g ilnd Aligning
consistently the Buslne$s on paL
profitable airline
STAKEHOLDERS
STRATEGY: Bus ness Transformation
" :eOGl:/fMS Academy. May 2006 11 tt·mi1lS(Ci!...i/
6
COl)ierenc" v" Cu. tomer-rocused c.:ultur" 2008, Energ' g o.nd E poweritlj; Qualtty Str"t"glct; Toward tho Customer-Driveo Organu...tions, 9·11th Jun 2008.
Tne Zon Regency Hotel, Jahal Bahru, JOhOT
-1IIIIIIi"""~~.' -Profitable:::.;, '-yt; Growth
More customers
Grow network, More build capacity revenue
12
Firefly
MAS
J'milla!J.2jgE.OGEIMAS Academy· May 2008 13
7
Co"ference 1)11 Customer-Focused Culture 2(J()8: Euergbung ild Empowering Quality Strategies Towaro the Customer-Driven 0 ganlutlon1'l, 9·1Hb June 2008.
The ZOll Reg',"cy Hotel, Jobor 8ahTU. ,I hot
MASkargo i-secure
animal ~.
hotel •
Malaysian Aerospace Engineering (MAE)
EDG£!MA.S Academy. May 2008 ,.
To Win Technology Customers Process
8
Conference ou ustome,-l"oc1L.~edCultu,.. 2008, energlAiDg IlJld Empowering Quality Strategies aWArd the Customer-Driv",n Org"nis"tlom,. 9·1lth June 2008.
Tl,e Zon Regency Hotel, Joho. . h.u, Joho.
·It is the winning proposition (product, service, experience) by the organisation that wins the customers.
-Offering & delivering a unique customer experience to achieve profitable growth.
-A compelling need for the organisation as a whole to work together towards increasing service levels.
'6 f-mslsl§Jil
17
9
Conference on (;UGt,)ffi r-I"ocused Culture 008: Bner 'lling and mpa"'''nng Qulllity Str..t.,gi". oward the Custom"..Driv....' Orglwi....tlon15, 9-11tb June 2008,
The Zon ~ency Hotel, Jonor Bllhru, Joho.
MHH'lI17
MH2OI>?.. Overall. we have improved and the gaps are narrowing.
However, we need to accelerate efforts in some key areas.
Maintain 1M) Raise (R) ,....------------'--~--,ti ,r---------,
NtJod ID Play Noaa 10 WIn
So~a: lATA. GA.P RESULT (EUROPE-ASIA)
• Enhancing Malaysia Airlines' image through standardised daily actions and practices
• Achieve service excellence through the four levels of 'C's (Character, Courtesy, Care, Compassion)
• Increase customer satisfaction by providing consistent treatment
• Instilling a high quality working culture / ethics / high performance throughout the organisation
EDGE/til'AS Academy· May 2008 19
10
Conference on CWltomer·!i'ocused Culture 200", l':nerg,lsing and EmpowlOring Quality
Slr..tegi". To,v,crd the Cu"tomer·Dri en rg"nisatloul>, 9·lHh June ~008"
The Zan Regency Hotel, Johor Ba.hru, Johor
Standard practices in the form of actions and communication that is developed by the
organisation for their employees "malam :/". EOi3E/MAS Acadonl)'. May 2008 20 !:b41!:/
I Staff Motivation I IPatient Evaluation I
Inspired VERY SATISFIED
Required SATISFIED
Hired NEUTRAL
Fired DISSATISFIED 3 Levels of Service
" (;!,OQ4.fred Lee, "Jf Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently)
21 ill18l~i/
II
Conference on Customer-FOc.Ufied Culture 2008: Enerr,lsing ...nd Empowenng Quality Slrategi,-. 'fow{\rd the CUtitomer-Driv.m Orgl\l\isatioo ,9·11tl, June 2008.
The ZOJl Regency Hot"l, Johar Baht.. , Johat
Spe fie Owners and Fa us Groups
All Employees
22 maliJ{Ci/iJ.
Need to win (NTW)
What is needed to win In the competition
~~~-----------_._----_.. _---_._-_ .. _._ .....
Need to play (NTP)
What Is needed to be In the competition
Levels of Service (2000, Ron Kaufman. ·Llp your service! Strategies and Action Steps to Delight Your Customers NOWI'), .
_miJ/~f! t -EDOEJMAS Academy - ~'\ay 2008
12
Conference on Custom r·l'ocuSf:d Culture 200S, E""r~tBing aDd Empowering Qu<\lity Stn.tegu'G Tow>lro tho.> Customer-Dri"en 0 llanwtiDnG. 9· 11th June 2008.
The Zoo Regency Hatel. Jobor &hru. Jobor
13
Conl"rence c" Cuotomer·Fa used Culture ZOQS, EnereiRI g IUld Empowenng Quality Sir",t"t.(;"& Toward the Cuatomer·Driven Orglluil"".tiun~,9·llth. June 2008.
The Zon Ri!g"l1cy Hotel, Jon.or Bahro. Jon.o,.
~EOGEiMAS Academ~ • May 2000 26 l!:mali1~i!
14
Confe.ence on Cu~tomer-Itoeu""dCulture 20Q8, Ene.rgi.lling and Empowering Ql1aLity Strntegie£ l'ow..rd till' Cu&tomcr-Drlvcn Organbation6, 9-11th June 2008.
Th., Zon Regency Hotel, Jabot Bllhru, Jonor
Biodata
Norhakimi Khaiessa Ahmad Kimi is a graduate of University of South
Australia, A~elaide (Bachelor degree of Applied Science in Mathematics
and Computing). She joined the Airline as a Management Trainee (MT) on
21 st February 1997. Upon completion, she was appointed as Business
Planning Executive in August 1997. After four years, she joined
Management Development Department as Development Training
Executive in February 2001.
Appointed as the Management Trainee Development Programme (MTDP)
Coordinator (intake Feb 2003 and July 2004). Currently, Kimi is the
Quality Training and Education Department Manager. A trained Black
Belt (by GE Aircraft Engines, Ohio) for Six Sigma and a certified CAP
Coach & Lean Leader, she is also one of the associate trainers for '1 Make
The Difference' [IMTD) and Airline Business Course 100 (ABC 100)
programme and conducted Lean Tools, 5S and ICC Workshop. She
assists to support the department to meet quality standards and policies
in accordance to the Quality Management System for MAS Academy.
15
Session 1 : Customer Relationship
Presenter
Tn. Hj.Aminudin Dawam
( KPJ HealthcareBerhad)
Topic: Service Excellence - The KPJWay (SE- TKWj
Conference ou \l~tomer-f"<>C\l,;"dCuJIiU 2008, l':nerlliBing and Empowering Quality StIoiIItUg:.iCti 1'otvi\rd the CUb\tOtTlel~Dri.venOrgan"j,sOAtiom:., 9 .. 11 th ~Junc 2008.
The Zon Regency Hotel. Joltor Bahtu, Jo or
Service Excellence The KPJ Way (SE-lKW)
Conference on Customer-Focused Culture 2008 : Energising and Empowering Quality Strategies Toward the Customer
Driven Organisations
9 - 1f Juno 2008 The Zon Rsg9ncy HOI9/. Joh(){ Bahru, Jollor
Aminudin Dawam Group General Manager KPJ Healthcare Berhad
Brief History of KPJ Growth / Journey 1981 1994 2004 2007 Mac-2oo8
(PLC)
Hospita{ 1 2' 13 18 18.
Licensed Beds 70 380 1,498 2,136 2,136
Consu{tants 8 94 390 6/J 637
Staffstrength {20 899 4,155 6,160 6,301
Outpatients 40,000 182,542 1,078,933 1,733,500 467,992
Inpatients 2,000 23,571 108,898 179,227 45,587
Turnover 10,000' 72,399 583,173 {,108,024 304,726
Co.... a,,,o<:,, em Customer-P'o u'led Culture 2008: Ener!ti"'inl: 'md Empolllerlng QUl\Hty Str",tegi,," To.Yard the C""tomec,PrivcD Org"Di""tion~,9-11th June 2008.
The Zon ~gency Hotel, JohoT Bahru, JabOT
KPJ HEALTHCARE at a Glance Hospital Operations & Management Companies
From 1st hospital, Johor Specialist Hospital in Johor in 1989 to currently 18
hospitals In Malaysia and six (6) abroad.
First venture outside of Johor with acquisition of Tawakal Hospital (TH) in 1987.
KPJ was offered by Kemcnterian Pembangunan Usahawan to manage and to
turnaround TH which was under the receivership of Bank Pembangunan
Malaysia. TH was turnaround in 4 years.
Won against local Perak based company to acquire the then Ipoh Specialist
Centre in 1988.
First health care grou p to be listed on Main Board of Bursa Malaysia In
November 1994
Trading First World Islamic healthcare REITs in Year 2006.
First local group to have network of private specialist hospitals in all parts of
Malaysia..
Offering the largest job opportunity, both professional and non-professional,
after the Ministry of Health. (6,900 staffs)
List of KPJ's Hospitals (Domestic)
Johor Perak
KPJ-Johor Specialist Hospital 1. KPJ-Ipoh Specialist Hospital
Puter; Specialist Hospital 2. Taiping Medical Centre
Penawar Hospital Other slates
Solangor 1, Kedah Medical Contre, Kedah
KPJ-Ampang Puteri Specialist 2. Bukit Mertajam Specialist Hospital,
Hospltai P Pinang
KpJ·Damansara Specialist Hospital 3. Seremban Spoclalist Hospital,
KPJ-5elangor Medical Centre N Sembilan
KPJ KaJang Specialist Hospital 4. Kuantan Speclailst Hospital, Pahang
Kuala Lumpur 5. Pordana Specialist Hospital, Kelanlan
Tawakal Hospital 6. Kuching Specialist Hospital, Sawarak
Sentosa Medical Centro 7. Damal Specialist Centre, Sabah
2
,onre,..,n 0'>(' Cu.,."ne(-fi'o("u5ed Cultur :;lOOS, Ene(gi. ,ul: ,,-ud Eml'0Welllll; Q'U".Iity
Str~l"gi". TOWOlrd tbe C tltljrn,,,-Dn,,,,n Org'U1u...tion., 9-l lLh Jun" 2008. I'll" Zon Regency Hotel, Jobor BDJ,l'\l, Johor
KPl HEALTHCARE at a Glance
Overseas Venture
First offshore venture in Indonesia in 1995 - RS Selasih in Padang and
RSM Permata Hijau in Jakarta.
Management Contract (with minimum equity participation) in United
Hospital, Bangladesh
Signed Nursing Management Contract with New Jeddah Clinic Hospital
(Kandarah & Jeddah) in Saudi Arabia in 2004. A year later, KPJ signed a
5-year Hospital Management Contract for NJCH.
In discussion with other several countries in the Middle East and South
East Asian regions for the Hospital Management Contract.
How did we do that?
SUCCESS
does not come by
Chance
3
Conferenc" ,," Cu~tom r-I<oeu""d Culture 2008; En"rgUln~ and Empo.."rlng Quality Stn<tcgic6 Tow,ud the Cu~tomer-Drive.nQrgani.",Uon", 9-1 lib June 2008.
The Zon ~g"ncy Hotel, Jobo,' B,dIOl. JObOl
The preferred provider in healthcare services'
Mission
Deliver quality healthcare seryices
Core Values
• Safety
• Courtesy
• Integrity
• Professionalism
• Continuous Improvement
Quality Init'iatlves Journey
International & National Standards Achievements
Embarked into MS ISO 9002 Standards certification in 1996 erther from SIRIM, MOODY
International Certification or ttle UK Accreditation Service
?Cl(11 onwflrt.ls, 7.fl1phas!sed on Accreditation from Malaysiiln Society lor Quality in Health
(MSQH)
A!llpang Puleri SpeCialist Hospital (Ar'SH) was the first private hospital to receive full 3
year cycle Accreditation status from MSQH in 2003 (unlil now). To dale, 5 KPJ hospilals
have r8ceived the Accreditation slalus and sustall1lng it till now,
APSH is the first hospital to receive the Integrated Management Standards OMS) from
TuV Rhieland, Germany in the Asia PacifiC region, followed by Damansara Specialist
Hospilal a year later.
4
Conr"rence on Cu"to",er-!>oeu""d Culture 2008, E""rgiAlnllll1ld Empowedng Qulllity Str..teglc. U vi\rd the Custumer-Drivel> OrganilOations, 9·11th June 2008.
Tb." Zon ~g..ncy Hotel, Jobot Babru, Johot
Quality Initi.atives Journey International & National Standards Achievements
Ipoh Specialist Hospital (ISH) was the first healthcare institution in Malaysia
granted with OHSAS - Occupational Safety and Health Standards in 2003
JSH & APSH - National Occupational Safety Health Award by Department of
Occupational Safety & Health
Participated and won other Quality certifications and competitions at
- Enterprise 50 by NPC
- Quality Excellence Management Award (QMEA) by MITI
- Productivity Award by NPC
- Export Excellence Award by Matrade
- Brand Laurette by Delloile & MITI
Quality Initiatives Journey
Internal Group-wide initiatives
Group level
- Innovative and Creative Circle / Suggestion Scheme, KPJ Level
- Hari Makar, Cempaka Johor Corporation Level.
Hospital Level
- 5 S Programme to enhance basic housekeeping, triggering creativity and self
initiative
- aSH Commiltee - workplace inspection & regular reviews
5
Conference 01\ Cllfitomer-l'ocu.ed Cultur.· 2008: Enel'gi.sing and Empowedng Qu....ity Slrategiefi Toward tlte Custl>mer·Drl",cn Organis"tions. g·llt.h June 2008.
The ZOn Regency Hotel, Joho~ B..h~u, Johor
Governance
• Corporate Governance
- Financial & Management
• Clinical Governance
Clinical Procedures & Outcomes
Risk lV1anagement
leT &Te-chnology Enhancement Integrated Group-wide patient record and hospital information
system
• Keeping abreast with new equipment &state of the art facilities
• Consolidation of Information System (IS). e.g. HITS. KPJ IT
Blueprint; K-CIS - implementation of KPJ Corporate Network
Information Kiosk (public information accessibility)
• Web-based information sharing (ESS, Process Asset Library system
online documentation)
• New medical equipments & facilities for diagnostic imaging.
cardiac services, oncology
6
C""ference ""ll.l1stome,··I'., used Culture 2008: Ener!;1I"'ng I1t1d Empo...... ring Quality Str..tegle foward the Cu..tomet~Driv(!ll Otg"ul~,.tion"" 9·1 t .h June 2008.
Tlw Zon Rer..,ncy Hotel, Jaho, BllhTU, Joh."
CSR Projects
• Charity Outpatient Clinics
- 10 charity outpatient clinics opened in Johor, Selangor &
Sarawak.
- Operational support from the clinical and management from KPJ
and its hospitals
- Commitment in funding
• Charity Dialysis Unit
- Attached to the charity clinics
• Charity Hospital
• Treated more than 4,000 outpatients since its inception
in 1998.
Service Excellence - The KPJ's Way
7
C",nfer""ee on ( u~tomer-l'oeu~"d Culture ZOOS, l::ttOr~~u, and Ell1pow"ri1li: Quality St.f-atp"'gic1ii; TQ't~",rd thu Cuslomc.:r-nrivcn Org~\Ub... tionlS. 9- l J th ,JUY1'l' 2008.
rho Zon R..g~ney Hotel, Joh.>r l:$ah,u, ,'"b",
-Service--Excellence 'The KPJWay
Consistent effort towards Continuous Improvement. KPJ embarked into Service Excellence - The KPJ Way programme
'Setting the minimum standards of interaction behaviors and actions while
}>jnteracting (either face to face, telephone, electronics), with patients I customers and other stakeholders; greetings, non-verbal
communication, showing directions and attending to inquiries.
~handling crisis; communication skills, alertness, empathy
. Service Excellence. The KPJWay
Service Mapping
- Analysing and reviewing processes for hassle free patients
interaction.--.' - Enhancement of process for patient safety and comfortabllity
- Create opportunity for education process to patients I customers
• BenchmarkirlFj
- Benchmarking with World Class organisations (local & abroad) for
improvement or total revamp (where necessary)
8
ConfereJrc<> 011 Customer·)'oeu""d Culture 2008: Energi~in& nnd El11powerill~Quality Strategies Towl\rd Ule Cu"tomer·Drl"eu Organio..tlon~, 9-l1tb J",ne 2008,
Til" Zon Regency Hotel, Jokor Bruuu, Jokor
.INSUMMARY In a nutshell, KPJ pro-actively
implements Transformational initiatives following McKinsey's 7 5 Model
a) Strategy
b) Structure
c) Systems
d) Style
e) Staff
f) Skills
g) SHARED VALUES
Strategy: Adapt More Opportunity••...ttl,··... priven compared to being Plan-',
Dependent ~ Grow and expand the business/services profitably
>- Seize merger, acquisition and partnership opportunities, both domestic / international levels
.,.. Aggressively fulfill industry-wide demand for professionals in hospital management & consultancy services
)- Cross border employment arrangement
).> Enhanced stakeholders' returns
>- Leverage on increasing demand for Syariah-compliant products - expand current AI·'Aqar KPJ REITS
9
Confer,,"ce Oil t'uBtomer-I'ocuscd Culture 2008: EnerJ\lSiDg nd ~;lUpOW"tlnl::Qu.dity Strategies Toward thc Customer·Driv"u 0'1!."nlliations, 9-1 JU, J"ne 2008.
The ZOJl Regency Hot I, Johot Bah...", .lohor
'Structure : from single focused to team focus
':'From one single hospital management becoming a network of hospitals
.:. Realignment of operational structures: Centralisation of support service functions at hospitals; leaner manpower
.:. Procure latest in technology and equipment to provide state of the art services
.:. Creation of new business units - from Cost Centre to a Profit Centre
- more Intrapreneur companies
- creating Community ofEntEtpric;es
- what this means
FOCUS ON:
Teamwork, teamwork, teamwork among all medical
consultants & staff in providing services
• Drop the word "department" - use "SERVICES"
instead
• Greater interaction & responsibility sharing for the
improvement of the hospital
10
Conference t>n CU5tomer-FocU5ed CultlUe 200S: Ettorgialng lUld Empowering Quality St'rategk& Towlttd the Cuott>m.er-Dr;ven Organisations, 9-11th June 2008.
Th" Zon Regency Hotel, JabOT Bahn] , Johor
,Systems: Promote greater discretion & innovativeness,from routine and mandatory
centred
• Introduce patient empowerment: Patients choose own medical consultants based on transparency & track record
• Empower frontliners in satisfying customers - identify better ways to meet patients' needs
• Provide services with speed, with IT competencies
• Strengthening professional benchmarks for doctors, including ethics
• Continuous pursuit of quality programmes, especially Accreditation for all hospitals
.Style' from Managerial to, Transformational
r- ... ---- ~ ... _--- -- ----- .... -- - - -----, BECOME:i ELIMINATE: i.........
, '.....,.,: Purely managerial role i Transformational (aims to : (aims for higher output : create quantum leaps in
performance)U~':'_':~~~ ... .. _ ._.:
.;. create dynamic, visionary Transformational Leaders all levels: transform average followers to become superior
. shape positive attitudes & aptitudes of followers
.;. Cultivate better communication between medical consultants, management and team members
.:. Avoid 'blaminu others svndrome' .:. Foe U son C US TOM E R, C US TOM E R,
CUSTOMER -BacktoBasic
11
Confereo.ce Oil. Customer-I'a used Culture 2008: Energ,ising lUld ,Empowering Quality Strategies Toward the C\l~tom"r-Orlv"o.Organisation.., 9·11th June :;l008.
Tlte Zoo. Regency l-lotel, Jonor B"hru, Jobor
Staff . Practice ,'·'Team 'Spirit"
• Development of creative, innovative, value added and value driven workforce to deliver highest quality services
Staff participate continuously in training and education programmes
• Togetherness - work and collaborate as a team to satisfy patients
Valuing the contributions of each member of the team
Shared problem solving and decision making processes
Co-ownership of responsibilities: cleanliness, security, safety &
quality
Giving positive feedback openly - but give criticism privatelv
Initiate and adapt to change for continuous improvement
Skills G'9in9 beyond the'Qrdin,ary .:. Enhance knowledge: Continuous development of staff skills to
strengthen and expand Group's talent pool
.:. Consultants are always encouraged to acquire new skills and keep abreast with new clinical technology
.:. Creativity & innovation
• resourceful front-finers taking innovative action to manage patients' requirements, especially during contingencies
- explore ways to make the A&E more patient friendly, as there is a large number of walk-in customers
.:. Continuous enhancement of nursing training for both local and international students
12
Confe...once on Cu~tomer-JCocu.edCulture 2008: Euergi.inI\1...d Enlpo""'''n& Quality Strategies Toward tbe Custom<:r·I>rlv<·n Orgalli~ations.9-11th June 2:008.
The Zan IWgenc Hot"l, .rohoT Bahru, ,lobar
Shared Values :S,oft Hearts other than Hard Minds; soft hearts counter weight tangible financial success
,.. "SERVICE WITH A SINCERE SMILE, STRAIGHT FROM THE HEART" - if you can't smile, you are in the wrong service business
» Uphold integrity and truthfulness in carrying out duties�
» Good attitudes and positive values to subscribe to KPJ Core Values�
;.- Adopt a dynamic culture emphasizing togetherness, for customers�
'J> Commitment to development of positive KPls and shared returns�
» Continue to contribute to Corporate Social Responsibility (CSR)�
activities, e.g. Klinik An-Nur, fund raising for flood victims, etc,�
Most Importantly, inculcate philosophy of� "Our Success is My Success"�
13
Conf"rence on Cu.tom.. , .. ji·" u"ed CultuN; 2008; EnergiaiAl\ And Empo",""ring Quality�
Strategie" Toward the Cu';tomer·Dri"f.'n Orga.ul.a.tion", 9·1lth .Tunc 2008.� The Zon Re.gellcy Hotel, Jober BLlhru, Jobo.�
Biodata
Aminudin Dawam, aged 44, is currently the General Manager of KPJ
Healthcare Berhad (KPJ) in charged of the Group's hospital operations in
the Klang Valley as well as developing new international business for
KPJ.
Aminudin graduated from Sam Houston State University, Texas, USA
and received his MBA in 1988. In addition, he has obtained a Post
graduate Diploma in Health Services and Hospital Management from
South Bank University, London in 1998.
Having joined the Group in 1991, he has managed several companies in
KPJ where he was the Operations Manager at Pharmacare Sdn Bhd and
General Manager of Kedah Medical Centre and Ipoh Specialist Hospital.
Aminudin holds the post of Chairman at Perdana Specialist Hospital
(Kota Bharu) as well as Executive Director at Ampang Puteri Specialist
Hospital (Selangor), Damansara Specialist Hospital (Selangor) and
Tawakal Hospital (Kuala Lumpur).
Aminudin is also responsible for the commissioning work for United
Hospital Limited (UHL) in Dhaka, Bangladesh and the hospital was
officially opened by the Honorable Prime Minister of Bangladesh in
August 2006.
He also sits on the board of other companies within the Johor
Corporation's Group, namely HC Duraclean Sdn Bhd and Healthcare
Technical Services Sdn Bhd.
14
Session 1 : Customer Relationship
Presenter
Sazali Yahya�
( Focus Learning Corporation Sdn. Bhd. )�
Topic: Innovating Your Customer Service: Transforming�
Customer Service into a Total Customer Experience�
Conference on Cu&tomer·Foeused Culture 2008: Energi..ln~ uod Empowt:ring Quwity Strategic Toward the Customer·Driven Organillntions, 9-11th June 2008.
The Zon Regency Hotel, Johor BabOl, Johor
Innovating Your Customer Service: Transforming Customer
Service Into A Total Customer Experience
Sazali Yahya
Focus Learning Corporation Sdn. Bhd.
A-G-03A, Aman Seri Kelana Jaya
Jalan SS 7/ 13B, Kelana Jaya
47301 Petaling Jaya, Selangor
Phone: 03-78765835, Fax: 03-78755054
Abstract
Globalisation has indeed made the world a smaller place. Customers
have now become more aware of their needs and wants. They now
have higher expectations; they want more choices. As such, it makes
it even more critical for a company to be able to stand out among the
crowd and be noticed for the right reasons. More often than not, the
way you treat your customers is THE ONLY WAY you can be counted!
Today's competitive environment demands nothing less than /-
excellence in customer service!
Given this heightened awareness, even the Malaysian government
now asks her departments and agencies to improve their service
delivery and at the same time encourages the private sector to
improve and further enhance the standard of their customer service
for the benefit of the general public.
Via this paper, Focus Learning is proud to share with you:
Conference on CutiloJ1lcr-Focu"e<l Culture 2008; EneJ'gl.ing and Emp<>wcring Qu..lity Str- tcgi". Townnl the Customer·Priven Orl(ani.4tions, 9-11lh Jun 2008
The Zoo nell: 'nay Hotel, JObDT Banrn, Johor
•� Our involvement and experience in helping organisations to
enhance their service excellence
•� Key challenges faced by organisations in transforming
employees to be customer-driven organisation
•� How these challenges were overcome
•� The systems used to effectively manage the organisation's
service excellence efforts
•� The outcomes thus far
At the end of the presentation, we hope the audience will be
illuminated with knowledge of customer service, which may benefit
them in their own quest to improve that of their own. In the final
analysis, we believe any organisation will need every bit of an "edge" it
could possible have in order to remain relevant in the face of stiff
competition currently prevailing in the market place,
2
Conference on CU1I'torne ·fl'o., ..r."d Cult...., 2008: EnergiGing «nd Empowering QwUlty Stnv;egie Toward the ell to-mcr-Dri\'Cl\ Orgamsations, 9·11th June 2008.
The ZQn Rel<""cy Hot"" Jobor Babru. Johor
Biodata
Sazali Yahya is a Senior Consultant with Focus Learning who
graduated with a Bachelor's Degree of Science in Accounting (George
Mason University, Virginia, USA) and Master's Degree in Finance (The
American University, Wash D.C., USA). In addition, Sazali also
obtained Diploma in Education (National University of Malaysia) and
Certificate in Business Coaching (University of Malaya, Malaysia).
His previous experiences include management roles in Sapura
Marketing and serving as General Manager of Corporate Planning and
Development for Telekom Sales and Services Sdn. Bhd.
Hence, he has developed an extensive flair in corporate planning,
marketing, business development, and customer service. As a senior
consultant, Sazali has been conducting numerous programmes on
creativity and innovation, strategic management & leadership, as well
as organisational development programmes relating to service
excellence, change and/or core values, where he brings into them
valuable insights and inputs from his years of experience in the
corporate sector.
Locally, he has conducted training and consultancy involving
organisations such as Malaysia Airlines, Petronas Dagangan, Tenaga
Nasional, Sime Darby, Malaysia Airports Berhad, CCM, MRCB, MISC,
Texas Instrument, AEC, Elektrisola, Securities Commission, PERNEC,
UITM, UMT, EPIT, Prokhas and many others. His international
training stints have brought him to countries like UAE, Kuwait,
Bahrain, Oman and Brunei in dealing with organisations from across
industries such as oil and gas, banking, utilities, local government,
training academy, academic and administrative centres. He is highly
sought after due to his vast experience in dealing with high profiles
multinational companies.
3
Session 1 : Customer Relationship
Presenter
Farah Lange�
o( .SWETS Sblgapore )�
Topic: Building on Customer Intimacy
C"nfer"ncc on Cu,;tomer-Vocusccd Cultun: 2008, Energil>wg and Empowering QUlllity Strategi"" 'r(.IW~td the CU8toLl1"r-l}rivon OrganJSutioD3, 9-11th June 2008.
The Zon Regency Hot.cl, Johot Bah"" Johor
.... . '1 f ~ I \. t .. SWCTS SC
Building on Customer Intimacy
r"arah lange� CGmrnercral !V1anag . r, Asi"� Sv,'ets
sweTswis
Agenda
:J Introduction - who is Swets� J Today - the milestones� ..J Rebranding - the commitment to service� ',.,j Building Customer Intimacy -creating the requirements involving the customer
,.,j Strategy & commitments ..J New solutions ..J Summary
C nferenCe on Cu"tom.,r-roc ' d ulture 2008, Energising l\nd Empo <'fing Qunllty
Stflltegtes TowHrd th . CUllto,uor·[)riven OrganLsntions, 9·1lth June _008.
'fb. lOll Regency Hot I, Joho' Bahru, Jobor
SWCTS isc
Who are we?
Swets has been operating since 1901
From a single bookshop in Amsterdam,� Swets has grown into a truly multinational� company, with offices in more than 20� countries around the world�
SWCTS '15_
leMOn, 160 ..tlon,.
~~~ )
~. 60,000 ,Uentl.
U millicin ,.b,,:rlptlon, uo,ooo puliicllion,
'Swets handles more than 1.8 million subscriptions annually�
-Swets has an annual turnover of more than US$l billion�
-Swets helps more than 60,000 customers from over 160 countries around the world�
'Swets provides its customers with access to more than 65,000 publishers�
'Swets Is the only subscription services company to be awarded ISO 9001:2000� certification on a global basis
2
onferencc on Customer-Focused Cul~\lrc 200S: En"rgj~ml( and Empowerinl( Qunlity Str.tegl~s 'roward t.he Cumomer-Drlven Orgllnlsntions, "'-11th JUlle ~003.
Tb(' Zon Regency Hotel, Johar Bahru. Johor
SWCTsw·se
What problems do we solve for our customers?
_S.~i1Tl\Ie)
f-<>C,~~ i :::
I"~I''-'" - ! bp~. ~ ~ .AIxoi:f.c",*"t
r'. L-oji;tkJ L.. Ctlodl:.lll
Streamlined administration with thousands of Publisher _� All through one, neutral relationship�
swc S !"(~
Toaay .. _,'"
New owner
New branding
New library solutions
Strong entrance into eBooks
Purchase of MPS's ScholarlyS
Healthy growth in
3
Conferenc.: on Custom" - ocused CUlture 200B, EneY/!;illing and Empowering Qunllty Strategic,; Towtlrd the Cw<tomor- Iven Organisations, 9-11th June 2008.
Th. Zon Reg.mey Hotel. ollor B~l\ru. JoboT
swcns ,'51:?
Rebranding Swets and why it is mportant ....
The last year, many events came together:
- The first visible results from our new strategy� - Key product launch of SwetsWise Subscriptions Library Edition� - Full E-journal Access suite of services� - More than 50% of subscriptions with Swets are e� - Change of ownership�
We also want to show our ongoing commitment to service
Starting with your processes ."
.,. we plotted our position and services.
Thereby clarifying our role ACCESS
SW(Hswi!>c� and the interaction between services.
4
Conference on C",tomer·Focu.ed CuJtu c 2008: Energ.hllng AI\d Empowerlnp; Qunlity
Stmtegfl)S 'row, rd the Customer-Driven Organisations) 9-11th Jtlfle 2008.
Th" Zon Regency Hotel, Johnr Bahro, Johor
sweTSwise
How do we do that'?
•s T
Everything you need to acquire, access and� manage your subscriptions�
sweTSWlse
SwetsWise
SwetsWise has been designed to offer support in all aspects of the Subscription Life Cycle
ACCESS
5
Conference on Cuslomer·Poeu.ed CUlture 2008: Energising and Empowering Qunllty Str8rc[:,n Toward the CUilt.omcl·[}rlven Orgalwmtioos, 9 11th June ZOOS.
The Zoo Regency Hotel, Johor Bahru, Jobor
SW~TS 'se
SwetsWise
Products in the SwetsWise portfolio support different aspects of the cycle:
-"J
SWCTS SWCTS\,"",'
SW S j_ SWCT -SWCT ..... i·
sweTSwise
Customer Needs
Talking and listening to customers
Ability to order new subscriptions easily and quickly • And arrange for access of e-journals
Overview of subscriptions purchased
Easy to use/reach tools to manage subscriptions • Ability to renew and cancel SUbscriptions • Ability to claim missing issues/access • Detailed information on each subscription and status
Management information • To assist In management of SUbscriptions • To assist In collection management/development
Information on what is available
6
Conferen"e on eu"tomer-Foeuud L'ultur« 2008: Energi*i.og and Elmpow<:ring QUDllty Strategies 'oW1l.rd the Customer-Driven Organisations, 9-11th June 2008.
,hie Z n Regency Hotel, JOhnr Bahru, Johal
SWGTS .,.v°se
Creating the Requirements� Involving Customers�
First, we reviewed customer feed-back
Thought about what the service should�
be and any bright ideas we had�
All this was put together as a description�
of the new service�
SWCTS ·se
Creating the Requirements� Involving Customers�
This description was discussed in detail with different customers and consultants
From these discussions, a clear� picture of what had to be created was� established�
7
Conferenc' on Cu&tomer-F<>cu~edCult:Ute 2008: Eneq;jlling lind Empowering "oUty Strategies Towa rd the Curtomet·Drlven Org,mi.sntions, 9- t 1th June 2008.
The Zan Regency Hot."'l, Johor Bahru, .Tohor
sweTSW.S ..
Creating the Requirements� Involving Customers�
Finally, usability testing was done with customers
This ensu red: •� The description was properly�
translated into the system�
•� That the system functioned as it is� supposed to�
•� That the system is user friendly and� intuitive�
Value Proposition
An on-line environment that allows you to
-purchase,
-access and .manage
all your electronic and print subscriptions.
SwetsWise Subscriptions allows your library's entire collection to be available at your fingertips, simplifying the entire journal management process.
8
C')f,ference on Cu"torn"r·Focu•.,d ulture 2008: Energising ad Empowering Quality StTatt>gies 'rowaTd the CUlItomer-Driven Organi.llDtions, 9-11th June 2008.
The Zon Regency Hot<ll. Johnr Bahru, Jnhor
sweTSwise
Features &Benefits
Information Features •� Subscription detail
•� FYI •� Online reporting
Li cense & process status
Management Features •� Catalogue
---• Order/Renew/Cancel
Claiming •� Site Allocation •� Integration with other SwetsWise products
sweTS\t\ is':!
\'-,k • 'role: l:own our Slf""tcgy ..mJ l.ol·nmttments
By integrating how you buy. manage and evaluate information. Swets can provide you with the freedom to focus on what's most important to you and your organisation.
We manage your subscriptions so that you can focus on the information.
Swets sImplifies
9
C nfcrcu('., on Cu,tomc:y-F",cu""d Cu!tu," 2008: EntlrgjliUlg and Empowering QunlJty StritlCj,,'lCS TOWMd tile (:ufrtomcr-O"ven organiMtioDlI, 9-11th June '2008.
Th Zan t~ct:eDCY Hotel, John, Baluu, Jailor
sweTSwise
But never forgetting that it fS a people"s business...
"'{lIS +�
You therefore see real people in our branding indicating that it is� service and showing the internal reach of Swets�
SwetsWise is a service-support tool, not service replaceme
sweTS i"f?
because we wanted to do it right
concept checking with customers� external consultants involvement� usability tests� beta-testing with limited set of customers� 2nd release in summer
and make this the best library support tool
Designed for libraries with librarian:'
10
Conference on Customcr·Fccu"ed ClllttJre 2008, Elle.rgi..Jng and Empo..,<!ring QunUty StrategIc" Toward the Customer-Driven Organisations, 9-1lth ,Iune 2008.
Th" Zan Regency Hotel, Johor B..hru, Johor
swcTSwise
Other nev',J sol tions that played a key role_
eBooks - partnership with Ingram's MyiLibrary
NewspaperDirect - online newspapers
Purchase of ScholarlyStats - usage statistics
SwetsWise Searcher
sweTS ·S(~
Ii!
The service itself is valuable
- aggregating usage data - standardiZing the data - presenting stats in meaningful ways
But it is part of a bigger plan. ScholanyStafs Processing
(o.b:rnlp.rNlNlI'ldd~lJSo)l)t_rt""",..(.ortl:lllll:Uaro1.,,~,
a:t'I'so..:~,)t(plj tnd dM!"h>"lJl"<j f'l1Xl't~ /'I" CJt'!'""tftlU:d
L' --:= Dd"IV&'Tt:lltoU"" J.'lt~rlto~t':'Jr~
'J<:h4lNJvSt:"t,;pnrtllJ 1I,,'rtJ1~nl~IN"QUf.t
11
Con!""r"",, > OJl Cu,;tOlneY-~ocu>;"dCulture ~,008· EncY1?sini: and Empow.:<ing Qunlfty Strl\n:'glfl Toward the CUe1'omer·Drh7I'fi OrganuUltion". 9·1Ith June 2008.
The lion Hegency Hot,ot. Johor Bahcu, Jahar
swcTswise
Agents should assist more in cKquisltlon process...
r---\We have so much information: - titles� - bibliographical information ~ - price information�
Add: ACCESSsweTSwisc- usage statistics�
- citation scores�
And we can build a true acquisition supp
We cali it Selection Support fol' now ..
It will provide information like:
price per click i:J: low usage journals i:J: alternatives in specific subject fields i:J: scenario analysis on adding/deleting journals i:J: information on journals which are part of a package
allowing you to make the best acquisition decisions.
12
l l "Ie.'.u,"· (,II u .• te·ill' I .,~,,>cd Cul u,<.. 200&: Energi,lill" QDd Empowennl!. Quality Shatell'es 'rowa,ct the Cu.tom~.r-OrlvcnOrganigntlons, 9'llth .!um; 2008
The Zon Regency Hotel, .Joho, 5ahol. Jobol'
in 20lJ8 we are launcrlillg new ::.er ic 5 and initiatives ...•
License Bank in SwetsWise
Bulk Renewals in SwetsWise
Further eBooks integration
Shibboleth authorization Main themes:
SwetsWlse ERM * Managing electronic resources
SwetsWise for Publishers * Content selection su
SwetsWise Selection Support
sweT wise
. . .• On to 2009 and beyond
We will continue to expand in Asia
We will continue to launch new services
We remain dedicated to quality and service
13
Confenmc£ on Customcr-Foctl",..d Culture 2008: Eocrgilling and Empo ering Quality
Strategies TOWllrd the Customer·Driven Organi"ntions. 9-11th June 2008. The Zon Regency Hotel, Johor B"hru, Johor
5 eTS I~-..
Concl usi on
F� Swets continues to build an integrated service and product offering to meet our customers diverse requirements
Swets works increasingly with technology partners to bring the latest technology
Swets continues to invest heavily in developing products and services as well as training and development of our staff
Our service is built around service excellence, based on "customer intimacy", knowledgeable skilled staff, tied to cutting edge technology.
.Building on Customer Intimacy
sweTswise
sweTS SWt;"S implifies
14
(.,."uen,nc~ on Lu...tomer-Focu"ed lJulnlre 2008: Energising and Empowerint; Quollty Strategies Toward t1H' ustoltler-Drlven Organi:!."tions, 9 11th .June 2008_
The Zon Regcncy Hotel, ,Johor Bahru. Johor
Biodata
Farah Lange is the Consortia & Publisher Manager, Asia at Swets
Singapore. She holds a Masters in Management and Bachelor of Arts
in Literature & Mass Communication. She has been working with
Swets Singapore for three years and has an eight years experience in
the publishing industry.
15
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