|
Being SMART Ensures Team Success
KILAT Story
Good teamwork, close cooperation, creative and well prepared presen-tation were
just some of the contributing factors that enabled the QCC team KILAT to bag the
Anugerah Ketua Pengarah MAMPU at the recent National Quality Control Convention
2003 held in Kota Kinabalu, Sabah from 20 –21 August, 2003.
KILAT, a 10-member team from the Sarawak Immigration Department (Security &
Passport Unit) was the champion under the Management Category for the state-level
QCC Convention 2003 held in Kuching last June.
KILAT was one of the two teams who represented national level convention in Kota
Kinablau.
Their project “Masalah Kelewatan Memproses Pindaan Butiran dalam Dokumen
Perjalanan Terhad dan Pasport Malaysia Antarabangsa” was effective in reducing
the processing time for amendments in the travelling documents for the application
of temporary and international passport from 1 day to 1 hour.
“This is a huge improvement in our processing time. It made us more effective
by providing fast and efficient service but most of all, it made our clients very
happy”, said team facilitator Encik Philip Stephen Shim.
According to Encik Shim, one of the main problems that causes the long processing
time is the complicated application process including the use of several stamps
and one officer doing many tasks at the same time. The confusion may have resulted
in the use of the wrong stamps/chops for the wrong forms. Therefore, time is wasted
for correction or resubmission of forms. It was further aggravated by the fact
that some officers in charge were inexperienced. There were also the problems
of late submission or wrong forms submitted.
When the project was implemented in January 1, 2002, the team came up with several
suggestions to solve the problem. This included the labeling and separation of
the stamps according to the relevant amendments/categories of application forms.
To facilitate an efficient service the department’s work-flow chart was polished
for easy implementation and the training for the staff was beefed up to enable
them to execute their jobs effectively. These included workshops/seminars, sharing
of information and expe-rience with senior staff and rotation of duties among
the staff to expose them to different work within the Unit.
Adopting their own brand of SMART concept - Specific (problem identification),
Measurable , Achievable (what benefits can be achieved), Reliable (can the measures
required be applied) and finally Time (time factor to consider), KILAT was able
to beat other teams and made the State proud.
As for the team members, it was highly motivating and inspiring although there
were teething problems in the beginning. “To work as a team requires a lot
of commitment and dedication, goodwill and patience and much hard work”,
said Pn Ijah Jumpok, team leader for KILAT. “We work hard, sometimes well
beyond our office hours. We argue and fight on ideas and suggestions for the project
but in the end, we were very happy with the level of commitment and support we
received from each other as well as our bosses” she added.
One of the unique features of their presentation was the use of special multimedia
effects that made it creative and interesting. “It was all done in-house
as we did not have the budget to hire any multimedia expert to add oomph to the
presentation”, said Encik Muhammad Shukorsahid Latep who was mostly responsible
for the technical aspects of the presentation. The result was the collective ideas
and suggestions of all the team members.
More support
Although they were very happy with their achievement in winning the Anugerah
Ketua Pengarah MAMPU, the team is hopeful of more support from the State Government
especially the financial assistance to enable them to carry out their project
with more efficiency.
He was thankful of the support shown by their Head Office in Kuala Lumpur and
appreciated their kind gesture in presenting the team with an all-expense paid
holiday to Langkawi recently!
 |
 |
| Group photo of KILAT |
Encik Philip Stephen Shim |
 |
 |
| Anugerah Ketua Pengarah MAMPU |
During QCC Convensyen 2003 |
Beginning this issue RAKAN SARAWAK
will be featuring the winning QCC groups in the recently concluded State QCC
Convention organized by the Human Resource Department of the Chief Minister’s
Department.
Each winning QCC group has its own success story to tell and RAKAN SARAWAK tries
to capture the sentiments and aspirations of the winning teams.
The Philosophy of QCC
The philosophy of the Quality Control Circle is based on the concept of participative
management which gives great importance to workers and employees of the organization.
Participative management means every worker in the organization is given the
opportunity to participate in the problem solving process.
|
