PAD253 Report AM1104G6 Group 7 PRINCIPLE OF PUBLIC SECTOR QUALITY MANAGEMENT PDF

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FACULTY OF ADMINISTRATION SCIENCE AND POLICY STUDYPRINCIPLE OF PUBLIC SECTOR QUALITY MANAGEMENT (PAD253)“EKSA IN MINISTRY OF HEALTH MALAYSIA”PREPARED FOR:MADAM AFIDA ARAPAPREPARED BY:MOHD NAJIB BIN NORBIN 2019897376MOHD ZULFAQAR BIN KHAROL ANUAR 2019286284NUR SAH BINTI HUSSIN 2019871184CHEREEN ALIZA...

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FACULTY OF ADMINISTRATION SCIENCE AND POLICY STUDY PRINCIPLE OF PUBLIC SECTOR QUALITY MANAGEMENT (PAD253) “EKSA IN MINISTRY OF HEALTH MALAYSIA” PREPARED FOR: MADAM AFIDA ARAPA PREPARED BY: MOHD NAJIB BIN NORBIN

2019897376

MOHD ZULFAQAR BIN KHAROL ANUAR

2019286284

NUR SAH BINTI HUSSIN

2019871184

CHEREEN ALIZAH BINTI HASRIN

2019636738

TABLE OF CONTENT 1.0 INTRODUCTION……………………………………………………………………...1-2 2.0 BACKGROUND OF THE PUBLIC ORGANIZATION 2.1 Ministry of Health Malaysia……………………………………………………3-4 3.0 EKSA IMPLEMENTATION 3.1 CREATING A COMMITTEE …………………………………………………...5 3.2 ESTABLISH EKSA ZONE………………………………………………………6 3.3 EKSA ZONE REQUIREMENTS……………………………………………..6-7 3.4 EXAMPLE OF EKSA EMPLEMENT……………………………………….8-19 4.0 BENEFITS OF EKSA………………………………………………………….…….20-21 5.0 CONCLUSION……………………………………………………………………….…22 6.0 REFERENCES……………………………………………………………………………ii

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1.0 INTRODUCTION The Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) has taken the initiative to enhance the 5S practice, which has now been changed and renamed to Ekosistem Kondusif Sektor Awam (EKSA). To be more relevant to public sector departments, EKSA introduced in January 2014 to emphasize the environment as a quality and productive and conducive workplace. This rebranding is seen to be suitable and in keeping with current changes and objectives to improve and also increase performance and competitiveness. This approach is by efforts to ensuring that all public sector agencies have a favorable workplace environment, work culture, and values to foster a culture of highperforming and innovative organizations. This measure is consistent with efforts to develop a high-performance and culture of innovation in government agencies. by creating a work culture and values environment that all government employees adhere to. Moreover, by creating a healthy and enjoyable work environment, the EKSA Implementation Guide actively supports efforts to develop a high-performing organizational culture among public sector enterprises. EKSA's new approach is comparable to other government agencies' consulting services collaboration. In addition, with a few modifications, the main components of EKSA implementation remain based on strengthened 5S Practices. There are five additional aspects or improvements that have been introduced to 5S practices, the first is a corporate image. The identification or perspective of stakeholders toward an organization's surroundings, behaviors, and achievements is referred to as its corporate image. To create a positive corporate culture, employees are required to creating a constructive or practical corporate culture. Second, in response to stakeholder demands, EKSA encourages staff to cultivate aspects of creativity and innovation while carrying out their roles and duties to boost workplace efficiency. Third, encourage actions that promote the creation of a green environment through the growth of green habits at the workplace, with initiatives and activities such as recycling and increasing energy efficiency being implemented to conserve resources Next, expand implementation in government entities to establish a conducive environment. Employees require a conducive environment to generate a high-performing and innovative business culture. Finally, make sure that the auditing parts are diverse enough to fulfill the demand of government bodies. EKSA created a new evaluation that incorporates both generic and specific criteria, while also considering the huge range of Government Departments and services they provide.

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Logo for EKSA (MOH)

Motto

Sisih, Susun Sapu, Seragam, Sentiasa Amal

Vision

Improving service quality and productivity through a positive work environment

Mission

1) Perform tasks efficiently, effectively, and more productively 2) Creating a work culture and best governance 3) Build an excellent shared culture and values

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2.0 BACKGROUND OF MINISTERY OF HEALTH Ministry of Health (MOH) or also known as Kementerian Kesihatan Malaysia (KKM) was established on 9 August 1955, it is was the organization under Malaysian government. After Malaysia was gained independence in 1957, the government was focused on improving the socio-economic development of the rural population. When Malaysia was gained its independence there are total 65 hospitals at those times but when the Ministry of Health had demonstrated outstanding performance in the provision of health care services. The national healthcare development in the 20 years following independence (1957-1977) has mostly focused on the creation and upgrading of existing health services, and it was at this time that the General Health Center, Minor Health Center, Midwives Center, and Clinics were created. The Ministry of Health has also aided in the rehabilitation of social concerns and the development of communities. In two distinct times, from 1956 to 1957 and 1960 to 1962, the Welfare Department was put under the Ministry of Health. The ministry was renamed the Ministry of Health and Social Welfare after the merger, and Dato V.T Sambathan (1957-1959) was appointed as its first minister. With its fourth minister, the honourable Dato' Abdul Rahman Talib (1962-1964), the ministry reverted to its previous name, the Ministry of Health, in 1963, and the name has stayed to this day. Now, the Ministry of Health is Dr. Adham Baba since 10 March 2020. The table below shows additional information about the MOH:

Logo

Motto

“We are ready to help”

Headquarters

Block E1, E3, E6, E7 & E10, Complex E, Federal Government Administrative Centre, 62590 Putrajaya

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Vision

Malaysia is to be a nation of healthy individuals, families and communities, through a health system that is equitable, affordable, efficient, technologically appropriate, environmentally adaptable and consumer-friendly, with emphasis on quality, innovation, health promotion and respect for human dignity and which promotes individual's responsibility and community participation towards an enhanced quality of life.

Mission

The mission of the MOH is to build partnerships for health, to motivate and facilitate the people to: 

fully attain their health potential



appreciate health as a valuable asset



take positive actions to further improve and sustain their health status

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3.0 EKSA IMPLEMENTATION EKSA can be implemented in a systematic manner by establishing sound governance and management actions. The level of implementation for each stage of action taken must be reported to top management on a regular basis via established mechanisms. Continuous monitoring should be carried out to assess the effectiveness of implementation at all levels, while reviews should be carried out to determine the necessary improvement measures. EKSA implementation consists of three steps which is creating a committee, establishing EKSA zone, and EKSA zone requirements. 3.1 Creating a Committee The EKSA Implementation Committee's responsibilities are comprehensive in the EKSA Implementation structure, and each member of the Committee and members must carry out their respective roles. Because, it is customary when we want to organize some activities, we must first form a committee to ensure that the activities run freely and efficiently. They can create a flowchart of the organization with their position so that everyone can refer to it if they have any questions about EKSA activities. Furthermore, the chairman of the EKSA Implementation Committee is in charge of ensuring that EKSA is properly implemented. Figure 3.1.1 below is an example of an organization chart of EKSA committee members.

Figure 3.1.1: Organization chart of EKSA main committee members of the Melaka State Health Department.

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3.2 Establish EKSA Zone EKSA zone is established to facilitate the implementation and monitoring of EKSA by arranging the appropriate division of zones according to function and size. It also determined the group name of the total membership for each zone and create an EKSA corner by showcasing the group structure and their respective sectors/zones taking into account the direction of EKSA in the department or agency. The figure 3.1.2 below is one of the zones involved in the implementation of EKSA at the headquarters of the Malaysian Ministry of Health.

Figure 3.1.2: International Zone, Policy and Relations Division. 3.3 EKSA Zone Requirements The way to meet the needs of the EKSA zone is to establish an EKSA Implementation Committee at the Zone Level. EKSA's implementing committee at the zonal level is intended to formulate a direction and planning plan at the zonal level. This is to ensure that EKSA activities at the zonal level are implemented. Moreover, the existence of the implementation committee is to monitor the implementation of EKSA in each unit or clinic runs smoothly.

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Figure 3.1.3: An example of the structure of the EKSA Zone Implementation Committee.

The example of structure on figure 3.1.3 of the EKSA Zone Implementation Committee consists of a chairman who is responsible for forming committees at the Divisional level. Under the chairman is the coordinator or facilitator who is responsible for ensuring that the zone complies with the rules and guidelines provided as well as coordinating the EKSA program in their respective zones. On the other hand, members are the driving force in the implementation of EKSA. Members should actively participate in EKSA and contribute ideas for the successful implementation of EKSA in the zone.

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3.4 Example of EKSA Implement Figure 1 A place of neatly arranged old newspapers.

Photograph of old newspaper collection space. (2021). Ministry of Health Malaysia. Facebook. https://www.facebook.com/EKSA.KKM/photos/a.568042466631759/3179909052111 741 Figure 2 The use of meeting rooms is provided and placed in appropriate locations.

Photograph of meeting room in the MOH building. (2016). Ministry of Health Malaysia. Facebook. https://www.facebook.com/EKSA.KKM/photos/a.568314579937881/8385301362496 56

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Figure 3 Files that are organized, easy to store and systematized.

Farmasi01. (2017). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf Figure 4 Chart of the EKSA Practice Steering Committee of the Ministry of Health Malaysia Headquarters.

Photograph of MOH EKSA Committee Chart. (2016). Ministry of Health Malaysia. Facebook. https://www.facebook.com/EKSA.KKM/photos/a.686514221451249/6865143547845 69 9

Figure 5 Goods are arranged in an orderly manner so as not to obstruct the unloading work and passage of store staff

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf Figure 6 All utensils such as plates and cups or furniture in the pantry are neatly arranged and organized after use.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf

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Figure 7 Notice boards are placed along the route and their information is constantly maintained and updated.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf Figure 8 Empty tissue boxes arranged for stationery storage.

Photograph of stationery rack. (2021). Ministry of Health Malaysia. Facebook. https://www.facebook.com/EKSA.KKM/photos/3179799092122737

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Figure 9 Keys are labelled and marked to meet safety procedures.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf Figure 10 Extinguishers that meet the criteria and are placed in a suitable and easily accessible place.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf

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Figure 11 Neat and orderly office space environment

Photograph of office space. (2019). Ministry of Health Malaysia. Facebook. https://www.facebook.com/EKSA.KKM/photos/1597771296992199 Figure 12 Comfortable chairs are provided in the waiting area for customers.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

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Figure 13 The floor is not dusty, not wet and clean from any dirt.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf Figure 14 Officer name tags are placed on each officer partition and room.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf

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Figure 15 The toilet bowl is in perfect condition and can be used safely.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

Figure 16 An emergency action plan is prepared which includes safety instructions, warning signs, emergency route plans and gathering places as well as emergency route direction signs.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

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Figure 17 Implement recycling programs at the zonal level.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

Figure 18 Wires or cables (for ICT and electricity) are trimmed using suitable materials such as black tape/cable casing.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

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Figure 19 Items related to official affairs and personal items are not mixed.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf

Figure 20 Recycling programs are conducted at the zonal level.

Farmasi01. (2019). Guidelines for the Implementation of a Conducive Public Sector Ecosystem (EKSA). Pahang State Health Department. https://jknpahang.moh.gov.my/images/phocagallery/aktiviti/EKSA/GARISPANDUAN-EKSA-JKNP-VERSI-12017.pdf 17

Figure 21 Department staff who always think outside the box to produce a conducive work environment.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

Figure 22 The corporate information on display is not excessive in terms of quantity and is constantly updated.

EKSA Kemaman Hospital Implementation Committee. (2019). Guidelines for the Implementation of Conducive Public Sector Ecosystem Practices (EKSA). Kemaman Hospital. https://hkemaman.moh.gov.my/images/pdf/eksa/3.garispanduanEKSAHKMNV2.pdf

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After EKSA was implemented in the Ministry of Health Malaysia (MOH), they have received a certificate of recognition issued by the Malaysian Administrative Modernization and Management Planning Unit (MAMPU) for having followed the EKSA component criteria in 2019. Figure 23

Ministry of Health Malaysia (2019). Certification of EKSA Malaysia. https://www.moh.gov.my/index.php/pages/view/1951

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4.0 BENEFITS OF EKSA 4.1 Create a Tidy and Safe Work Environment. A tidy and safe work environment can help to speed up work while also increasing employee efficiency and productivity. If a staff implemented the EKSA program, the speed of doing a job with close monitoring also could be implemented. The proof, through the management of the office, the file management, and departmental records, must be arranged in an orderly manner according to the file title, an abbreviation of the name, and file order number. If the organization adopts these systems, then the file detection time can be shortened and easily identified if there is a problem. Apart from that, direction signs, directions, or warnings also help ensure safety in an organization, whether among staff or customers. The appropriate warning signs are placed on risky equipment such as “CAUTION” on the exposed plugs and remind them always to switch off the lights after use. Therefore, officers on duty will perform their tasks more efficiently and effectively. 4.2 Improve Self -Discipline and Teamwork Among Ministry of Health Malaysia Staff EKSA practice that emphasizes the 5S principles is an ongoing and repetitive action. This action will form a habit that will positively impact a culture shared by all of the employees. A good culture in an organization will be a value that the employee well accepts, and accepted value will be a form of discipline in each organization member. They will always be motivated by sticking to those values to make themselves always relevant to the organization. In terms of discipline, members of an organization were divided into several responsible groups in certain divisions. The divisions are intended to encourage organization members to collaborate in groups to ensure that the zones they represent are supervising and well cared for.. Examples of zones available in the office of the Ministry of Health are Pharmacy Zone, the Health Zone, and the Dental Zone. In addition, there will be a competition between zones and were held once a year on hygiene in each zone. Indirectly, EKSA can foster team spirit and contribute to a positive organisational environment.

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4.3 Increase Customer Satisfaction with Services Offered Every organization plays a vital role in ensuring customer satisfaction in service delivery. The 5S practices found in EKSA will help gauge customer's expectations in evaluating the services of employees in an organization. Therefore, members of the organization must provide continuous commitment through the ...