Productivity & Innovation Enhancement Programmes

Program Peningkatan Produktiviti & Inovasi

EIS 200 ENTERPRISE INNOVATION SYSTEM

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

59

Universiti Tenaga Nasional

Winner of Prime Ministers Award for Industry Excellence & Quality Management Excellence Award (QMEA) 2009

The ability to innovate is only as good as how one can accept changes and take risks. - Franco Paolo Liu Eisma

LIST OF ENTERPRISE INNOVATION SySTEM (EIS) PROGRAMMES

EIS

ENTERPRISE INNOVATION SySTEM

Date

Month Venue Fee (RM)

201

Amalan Persekitaran Berkualiti Yang Efektif

26 - 27 09 - 10 16 - 17 11 - 12 13 - 14 26 - 27 09 - 10 12 - 13 23 - 24

Jan Feb Feb Apr Apr Apr May May May March Apr June June July July July Nov March March March May May July Oct Nov Nov May June June July Oct March

Kuantan Kota Kinabalu Petaling Jaya Johor Bahru Kuching Petaling Jaya Kota Bharu Kota Kinabalu Kuala Terengganu Petaling Jaya Petaling Jaya Kuantan Kuching Kuala Terengganu Kuching Petaling Jaya Kuantan Kuching Kota Kinabalu Kuala Terengganu Petaling Jaya Johor Bahru Kota Kinabalu Kuantan Petaling Jaya Kuching Melaka Kota Bharu Petaling Jaya Melaka Pulau Pinang Petaling Jaya

500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 550 550 500 500 500 550 550 550 550 500 500 500 500 350 500 500 500

202

Audit Dalaman Amalan Persekitaran Berkualiti

23 - 24 12 - 13 15 - 16 15 - 16 27 - 28

203 204

Step by Step in Quality Environment Implementation Step by Step ISO 9001:2008 Documentation

20 - 21 06 - 07 09 - 10

205

Understanding ISO 9001:2008 Requirements

02 - 03 10 - 11 21 - 22

206

Internal Auditor Training for ISO 9001:2008

10 - 11 30 - 31 13 - 14 19 - 20

207

Hazard Analysis Critical Control Point (HACCP)

01 - 02 09 - 10

208 209 210 211

Quality Environment Internal Audit Amalan Kebersihan Perkilangan Yang Baik (GMP) ISO 9001:2008 Management Review Creating Value Through Productivity Measurement

16 - 17 20 - 21 29 25 - 26 04 - 05

212

Interactive Productivity-Linked Waged System (i-PLWS)

22 - 23

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

61

LIST OF ENTERPRISE INNOVATION SySTEM (EIS) PROGRAMMES

EIS
213

ENTERPRISE INNOVATION SySTEM

Creating Value Through Productivity Analysis At Firm Level

Date
23 27 27 29 30

Month Venue Fee (RM)

Feb Apr Apr June Nov Dec Petaling Jaya Kuantan Petaling Jaya Petaling Jaya Petaling Jaya Petaling Jaya 300 300 300 300 300 550

214

Effective Implementation on Corrective / Preventive Action and Analysis

18 - 19

62

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS201

AMALAN PERSEKITARAN BERKUALITI yANG EFEKTIF

RASIONAL
Amalan Persekitaran Berkualiti adalah satu konsep untuk mewujudkan persekitaran berkualiti secara sistematik dan praktikal. Melalui amalan ini tempat kerja menjadi lebih teratur dan selesa sepanjang masa. Oleh itu, kerja akan menjadi lebih produktif, cekap serta menjimatkan kos. Amalan Persekitaran Berkualiti dapat melatih pekerja agar lebih bertanggungjawab dan berbudaya kualiti bagi menghasilkan tahap kecekapan proses yang tinggi ke arah meningkatkan produktiviti dan kualiti organisasi. Amalan Persekitaran Berkualiti dapat menjadikan tempat kerja lebih efisien dan produktif ke arah kecemerlangan organisasi.

OBJEKTIF
Di akhir program ini, para peserta akan dapat : Memahami kepentingan dan konsep Amalan Persekitaran Berkualiti Mengetahui faedah Amalan Persekitaran Berkualiti ke arah peningkatan produktiviti dan kualiti Memahami kaedah melaksanakan Amalan Persekitaran Berkualiti secara berkesan dan hubungkait dengan Petunjuk Prestasi Utama (KPI) Memahami tentang persediaan untuk persijilan Amalan Persekitaran Berkualiti

KANDUNGAN
hARI 1 Keberkesanan Amalan Persekitaran Berkualiti Aktiviti Amalan Persekitaran Berkualiti meningkatkan produktiviti dan kualiti Memahami falsafah dan kekuatan Amalan hARI 1 hARI 1 Persekitaran Berkualiti Lokasi Amalan Persekitaran Berkualiti - Contoh terbaik Perkongsian pengalaman dengan Organisasi hARI 2 Langkah-Langkah Pelaksanaan Amalan Persekitaran Berkualiti secara sistematik Pengukuran KPI dalam Amalan Persekitaran Berkualiti Strategi pengekalan Amalan Persekitaran Berkualiti Persiapan untuk Persijilan

Kaizen dan inovasi dalam Amalan Persekitaran Berkualiti

METODOLOGI
Syarahan Kerja berkumpulan Latihan

JANGKAMASA
2 hari

SIAPA yANG PATUT hADIR

Pengurusan atasan Pengurus / Eksekutif Penyelia

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

63

EIS202

AUDIT DALAMAN AMALAN PERSEKITARAN BERKUALITI

RASIONAL
Aktiviti Amalan Persekitaran Berkualiti memerlukan beberapa langkah praktikal untuk memastikan amalannya menjadi budaya kerja. Di samping aktiviti promosi dan latihan aktiviti audit dalaman adalah penting untuk mengukur tahap pencapaian amalan ini sepanjang masa. Tindakan pembetulan atau penambahbaikan boleh diambil selepas audit dalaman ini dijalankan. Kaedah ini merupakan satu proses agar sistem ini menjadi amalan berterusan di kalangan pekerja-pekerja sesebuah syarikat.

OBJEKTIF
Di akhir program ini peserta akan dapat : Memahami kepentingan audit dalaman Sistem Amalan Persekitaran Berkualiti Memperolehi pendedahan yang tepat tentang kaedah menjalankan aktiviti audit dalaman Mengetahui aspek audit seperti dokumentasi dan praktikal Amalan Persekitaran Berkualiti Mempunyai keyakinan menjadi juruaudit dalaman

KANDUNGAN
hARI 1 Asas audit Amalan Persekitaran Berkualiti Kriteria untuk pemarkahan audit Aspek penilaian, kriteria penilaian Pengukuran KPI dalam Amalan Persekitaran Berkualiti Pelan aktiviti audit Amalan Persekitaran Berkualiti hARI 1 dan kaedah penilaian Latihan audit dalaman (perkongsian pengalaman dengan organisasi contoh)

hARI 2 Pembentangan kumpulan dan mengurus keputusan audit Skim insentif, merekod aktiviti penambahbaikan

METODOLOGI
Syarahan Kerja berkumpulan Latihan

JANGKAMASA
2 hari

SIAPA yANG PATUT hADIR

Pengurusan atasan Pengurus / Eksekutif Penyelia

64

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS203
RATIONALE

STEP By STEP IN QUALITy ENVIRONMENT IMPLEMENTATION

Quality Environment Practice (QE) is a concept which can be applied in the workplace by workers. It creates a more conducive, clean and tidy workplace. If all workers treat Quality Environment Practice (QE) as a daily activity, work definitely become faster and easier. A major attraction of 5S is that it does not require capital investment. The heart of the concept is the belief that positive change occurs through investing in people with every pair of hands comes a free brain. Therefore, implementation, though not cost-free, can be a minimal cost investment. This makes Quality Environment Practice (QE) accessible and achievable for all types of organisations. Through the implementation and practices of Quality Environment Practice (QE) everyone is able to contribute towards increasing companys productivity and quality. A successful Quality Environment Practice (QE), programme will contribute to a change in culture, processes and work practice.

OBJECTIVES
At the end of the programme, participants should be able to : Understand the importance of Quality Environment Practice (QE) concept Develop team work spirit among workers in order to achieve companys goals Understand the ideas to implement Quality Environment Practice (QE) at workplace

CONTENTS
DAy 1 The importance of productivity and quality Quality Environment Practice (QE) Excellence hARI 1 Location (Slides) Understanding the Concept of Quality Environment Practice (QE) Key to Quality Environment Practice (QE) for successful improvement Benefits of Quality Environment Practice (QE) DAy 2 Step by Step Implementation of Quality Environment (QE) Practice Programme - Step 1 and 2 : Preparation and Official Announcement - Step 3 and 4 : Big Cleaning and Initial Seiri - Step 5 : Daily Seiri, Seiton and Seiso - Step 6 : Periodic Quality Environment (QE) Practice Audit Recognition and Appreciation hARI 1 Maintaining/Sustaining Quality Environment (QE) Practice

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top management Executive Supervisor

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

65

EIS204

STEP By STEP IN ISO 9001:2008 DOCUMENTATION

RATIONALE
As the ISO 9000 momentum continued to grow, more and more industries are appeared to be utilising ISO 9000 as a fundamental part of their business operations. The 2008 revisions will enhance this direction by accelerating the need to commit the necessary resources and adopt operating principles that results in new business opportunities. Viewing ISO 9000 as a strategic business issue, establishing specific goals to improve the business performance and measuring the progress will help ensure the effectiveness of the system.

OBJECTIVES
At the end of the programme, participants should be able to : Understand the requirements of the ISO 9001:Version 2008 Prepare and implement the documents as per ISO 9001 requirements

CONTENTS
DAy 1 ISO 9000 Review - Registration process - Requirement for cause Implementation - Approach and Techniques DAy 2 Quality Procedures - Procedure Format - Procedure for Writing Instructions Written Instructions hARI 1 - Applicability of work instructions - Who should be the authors - Structure and format Quality Manual hARI 1 - Contents - Principles - Writing process

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top Management Executive Supervisor

66

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS205

UNDERSTANDING ISO 9001:2008 REQUIREMENTS

RATIONALE
If there is one thing certain in the world of quality, it is the change of requirements. In the past few years, there have been a number of revisions as well as new developments in the management system of standards. Each standard is designed to help organisations meet their customers requirements. However, when a new standard or revision is introduced, it may take sometime for organisations to understand how the change in requirements will affect their processes.

OBJECTIVES
At the end of the programme, the participants should be able to : Increase their understanding of the ISO 9001:2008 Quality Management Systems Understand the requirements of the ISO 9001:2008 Gain knowledge on the interpretation of ISO 9001:2008 Guide on the documentation and implementation of ISO 9001:2008 QMS

CONTENTS
DAy 1 Overview of ISO 9001:2008 family of standards Management responsibility hARI 1 ISO 9001-2008 quality management system Resource management Explanation of ISO 9001:2008 requirements Product realisation Measurement, analysis and improvement DAy 2 Changes from the 2000 version Defining quality policy and objectives Developing a quality management system plan Documenting a quality management system Developing quality plans Implementing a quality management system hARI 1 Monitoring a quality management system Conducting management reviews

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top Management Executive Supervisor

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

67

EIS206

INTERNAL AUDITOR TRAINING FOR ISO 9001:2008

RATIONALE
Internal Quality Audit is an independent assessment of inputs such as design, specification, material, methods used and the process employed to ensure that the quality system is implemented, controlled and maintained. Regular auditing is necessary as required by ISO 19011: 2008 in order to improve and maintain an organisations quality management system. This course is to provide adequate auditing skills for appointed auditors to carry out assessment of the quality capabilities of their organisations.

OBJECTIVES
At the end of this programme, participants should be able to: Understand the process of Internal Quality Auditing Plan, implement and report an Internal Quality Audit Increase the understanding of Quality System Participate in the ISO 9000 Implementation of the company

CONTENTS
DAy 1 Review quality management system standard Nature of quality audit Auditors and lead auditors hARI 1 Architecture of ISO 9000 standard documentation Audit planning Preparation and use of checklists DAy 2 Opening meeting Communications Executing the audit Non-Conformances and recording Closing meeting hARI 1 The audit report Corrective plan Follow-up

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top Management Executives Supervisor

68

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS207

hAZARD ANALySIS CRITICAL CONTROL POINT (hACCP)

RATIONALE
The Hazard Analysis Critical Control Point (HACCP) is a preventive system for assuring safe production of food products. HACCP is the most effective management tool to enhance food safety. It allows you to predict potential hazards or problems to food safety and establish control and corrective measure to prevent them before they happen. HACCP safety plans are not only applicable to food processing plants but also to retail food stores and restaurants. HACCP is now considered internationally to be optimal method for ensuring control of food safety in the Quality Assurance Programme.

OBJECTIVES
At the end of this programme, participants should be able to : Enhance knowledge and know how to apply the HACCP Develop own HACCP plan according to the determined standard reference Perform risk/ hazard analysis and identify critical control points Perform verification

CONTENTS
DAy 1 What is HACCP ? Supporting programmes to HACCP hARI 1 Pre-requisite programmes/ Good - History / benefits of HACCP and its importance Manufacturing Practices (GMP) DAy 2 Introduction to HACCP system and principles - HACCP concept, purpose and principles Biological hazards and control Chemical hazards and control Physical hazards and control Development and Application of HACCP programmes - 7 principles of HACCP - Step-by-step approach to implementation of HACCP (12 steps) Workshop sessions for application of HACCP principles - Case study for food industry - Using examples related to your company

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top Management Supervisor Executive

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

69

EIS208

QUALITy ENVIRONMENT INTERNAL AUDIT

RATIONALE
In sustaining Quality Environment Practice as work culture, organisation requires practical initiation to move its employees. In addition to promotion and training, audit activity is vital in measuring Quality Environment Practice progress at all times. Correction and improvement can be done after internal audit has been completed. This method will assist Quality Environment Practice to be implemented at all times.

OBJECTIVES
At the end of the programme, participants should be able to : Understand the importance of Quality Environment internal audit Be exposed to the method of conducting internal audit Gain knowledge on important aspects of Quality Environment documentation and practices Plan proper reward and recognition Instil confidence as an auditor

CONTENTS
DAy 1 Quality Environment Practice basic audit Quality Environment Practice auditing criteria Evaluation aspects Quality Environment Practice audit activity plan Evaluation method hARI 1 Management of audit result Recognition/encouragement scheme Quality Environment Practice improvement records

DAy 2 Quality Environment improvement impact indicators Kaizen suggestions Quality Environment excellent group Workplace practical audit Quality Environment Practice and audit documentation

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Quality Environment Practice Facilitator Internal Auditor Supervisor

70

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS209

AMALAN KEBERSIhAN DAN PERKILANGAN yANG BAIK

RASIONAL
Amalan Kebersihan yang Baik (GHP) adalah keperluan asas ke arah pencapaian pengeluaran yang selamat dan seterusnya ke program Amalan Perkilangan yang Baik (GMP). Kebersihan yang tidak memuaskan dan kekurangan sanitasi boleh menyebabkan kehilangan kualiti dan keselamatan sesuatu produk yang boleh menyebabkan kerugian dan kehilangan perniagaan. Syarikat perlu mempunyai asas infrastruktur dan sistem pengurusan yang kuat dalam keperluan ini untuk bersaing dalam pasaran dan mencapai standard yang dikehendaki.

OBJEKTIF
Di akhir program ini, para peserta akan dapat Memahami asas kebersihan dan sanitasi bagi memastikan pengeluaran makanan yang selamat Mengenalpasti program GHP ke arah pelaksanaan GMP dan mengurangkan bilangan titik kawalan kritikal dalam HACCP serta nyahjangkitan Mempelajari dan mengadakan sistem program GHP Memahami peraturan dan peruntukan undang-undang dalam sanitasi dan keselamatan makanan

KANDUNGAN
hARI 1 Pengenalan kepada GHP, GMP,HACCP dan standard berkaitan Kenapa GHP ? Keperluan GHP dan program. - Bangunan dan persekitaran - Peralatan dan kemudahan penjagaan sanitasi - Penyelenggaraan dan pembersihan hARI 2 Dokumentasi-SOP dan manual Aspek-aspek perundangan dan peraturan hARI 1 - Program kawalan serangga perosak - Kawalan proses - Pengangkutan dan pengedaran - Informasi produk dan program penarikan balik - Latihan - Aspek mikrobiologikal

METODOLOGI
Syarahan Kerja berkumpulan Latihan

JANGKAMASA
2 hari

SIAPA yANG PATUT hADIR

Pengurusan atasan Pengurusan eksekutif Penyelia

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

71

EIS210

ISO 9001:2008 MANAGEMENT REVIEW

RATIONALE
One of the elements in ISO 9001:2008 standard is management review. However, ineffective implementation would result in the system not meeting its intended objective. To prevent this, a training course related to such possibility had been designed to enable organisations to address ways to conduct an effective ISO 9001:2008 Management Review Meeting. The course is also very useful for top management who is involved in a day-to-day operation and to understand the real concept of management review meeting. Hence, they will become more committed and will positively spearhead and motivate their staff in pursuing an effective ISO 9001:2008 implementation in their organisation.

OBJECTIVES
At the end of the programme, participants should be able to: Understand the key areas to address and conduct a management review meeting Interpret the review input/agenda that is specified in the quality management system Determine appropriate data in the organisation and make use of the data for review in the management review Develop the skill in of conducting correct management review

CONTENTS
DAy 1 Introduction of ISO 9001:2008 Data analysis Implementing effective management review Case study hARI 1 International standard requirements (management review)

METhODOLOGy
Lecture Group Work Exercise

DURATION
1 day

WhO ShOULD ATTEND

Top Management Executive Supervisor

72

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS211

CREATING VALUE ThROUGh PRODUCTIVITy MEASUREMENT

RATIONALE
What gets measured, gets managed. This quote relates to the importance of productivity measurement in the business scenario. In view of global challenges and financial crisis, Malaysian industries should measure productivity and implement productivity initiatives in order to improve their performance and competitiveness. It is essential for companies to measure productivity and implement productivity improvement programmes to increase their performance and enhance competitiveness. Inappropriate measurements may lead to poor interpretation of the companys performance and affect its planning.

OBJECTIVES
At the end of this course, participants should be able to : Understand the value creation concept and productivity analysis Able to analyse and interpret productivity through company financial statement

CONTENTS
DAy 1 Introduction to productivity Productivity concept Productivity measurement through added value Understanding AV, BIMS, NOE, NOI Productivity analysis - Productivity ratio - Productivity relationship DAy 2 Productivity measurement using COMPASS software Case study analysis Demonstration of COMPASS software

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top management Executive Supervisor

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

73

EIS212

INTERACTIVE PRODUCTIVITy-LINKED WAGE SySTEM (i-PLWS)

RATIONALE
Firms need to ensure that they continuously improve productivity to enhance their competitive edge. The gains from higher productivity will enable firms to rationalise cost and sustain labour cost competitiveness which is crucial in an ever changing economic environment. To ensure that firms remain cost competitive, the issue of linking wages to productivity should be given emphasis. Any increase in wages should be supported by growth in productivity to avoid high cost of production or service provided. MPC has developed an interactive approach to PLWS through the i-PLWS programme. This hands-on system will enable firms to simulate their own PLWS Models for implementation at all levels of the firm.

OBJECTIVES
At the end of the programme, participants should be able to : Assist firms in the implementation process of PLWS Analyse case examples which can be adapted and adopted at the firm level Enable companies simulate their own PLWS models through the i-PLWS programme

CONTENTS
DAy 1 Enhancing productivity and competitiveness of S.M.A.R.T principle hARI 1 the firm level Implementation process Policy issues relating to PLWS Development of PLWS models Case examples and experiences DAy 2 Overview of the i-PLWS process The interactive steps of PLWS Simulation of the models and examples Practical exercise on the i-PLWS Discussion session Benefits of PLWS Discussion session

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top management Executive Supervisor

74

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

EIS213

CREATING VALUE ThROUGh PRODUCTIVITy ANALySIS AT FIRM LEVEL

RATIONALE
Leading organisations have discovered that well-designed measurement systems not only monitor performance but also drive value creation and cost optimisation. The question is whether we can obtain the same output with fewer resources, or higher output with the same resources. This is where improvement in productivity becomes important. The wrong or misused measurement system can produce negative impact on companys efficiency, effectiveness and long-term performance.

OBJECTIVES
At the end of the programme, participants should be able to: Learn the concept of value creation and productivity analysis Analyse & interpret productivity through financial statements Measure organisation value Identify source of value creation

CONTENTS
DAy 1 The concept of value creation Measuring productivity Understanding AV, BIMS, NOE and NOI - Exercise Productivity analysis - Productivity ratio - Productivity linkages analysis Measuring productivity Using COMPASS Case study

METhODOLOGy
Lecture Group Work Exercise

DURATION
1 day

WhO ShOULD ATTEND

Top management Executive Supervisor

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011

75

EIS214
RATIONALE

EFFECTIVE IMPLEMENTATION ON CORRECTIVE / PREVENTIVE ACTION AND ANALySIS

Correction, Corrective Action and Preventive Action are 3 different types of requirements in ISO 9001: 2008. However, most organisations have been treating these requirements equally the same. By complying to only one requirement, the management system will be ineffective. In ISO 9001:2008, the correct interpretation of these 3 terminologies are: 1. Correction is an action to eliminate detected non-conformities 2. Corrective Action is an action to eliminate the cause of non-conformities which have occurred, to prevent their recurrence 3. Preventive Action is an action to eliminate the causes of potential non-conformities to prevent their occurrence

OBJECTIVES
At the end of the programme, participants should be able to : Explain the process of implementing Corrective and Preventive Action Plan, implement and write report of Corrective Action Report (CAR) & Preventive Action Report (PAR) Ensure CAR & PAR report fulfill international standard requirement

CONTENTS
DAy 1 Overview of ISO 9001: Requirements Quality Management System Requirements (Interpretation) Interpretation of CAR and data needed Cross reference within clause:-Management Review (5.6.1-5.6.3) DAy 2 Data Analysis (8.4) Internal Audit (8.2.1) Objective Quality (5.4.1) Policy Quality (5.3) Planning on action plan and upon management approval.

METhODOLOGy
Lecture Group Work Exercise

DURATION
2 days

WhO ShOULD ATTEND

Top Management Executive Supervisor

76

Productivity & Innovation Enhancement Programmes Program Peningkatan Produktiviti & Inovasi

2011