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PEMANTAPAN

IMEJ
PUSTAKAWAN
PROFESIONAL

SEMINAR PUSTAKAWAN PUiTM


20 FEBRUARI 2010

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“Integriti Maklumat:
Membangunkan
Pustakawan
Dinamik”

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 Seminar kali pertama dianjurkan sejak
5 tahun
 Wadah perkongsian ilmu
 Warga pustakawan memainkan
peranan penting memudah cara dan
melebar luas ruang untuk seluruh
warga universiti membudayakan ilmu
dan mengilmukan budaya
 Sekiranya kita istiqamah dalam
melakukan sesuatu yang bermanfaat –
ia akan menjadi lebih mudah
diterjemahkan agar menjadi amalan
hidup seharian
 Meningkatkan kualiti perkhidmatan
pelanggan dan etika kerja warga
pustakawan
 Ilmu pengetahuan yang disulami
dengan iman dan taqwa – akan
memupuk nilai tambah dalam sahsiah
dan peribadi warga agar profesional
dan berintegriti
 Memperkaya ilmu disamping
memperkukuh ciri-ciri rohaniah dan
emosi agar seimbang dalam hal
duniawi dan ukhrawi
 Titik permulaan untuk menyemarak
gagasan – sebagai pemegang amanah
khazanah ilmu Universiti
 Berupaya mendekatkan khazanah ini
kepada warga yang jauh,
merapatkannya kepada yang dekat
 Memupuk rasa kecintaan kepada yang
rapat – melalui perkhidmatan yang
mesra pelanggan dan berkualiti
 Matlamat warga universiti =
mendukung hasrat universiti untuk
menjadi sebuah gedung ilmu yang
setaraf dengan universiti-universiti
tersohor dunia
SAYA DAN ORGANISASI

MAJIKAN PEKERJA PELANGGAN

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LEVELS OF HUMAN INTERACTION
IN ORGANIZATIONS

5 INTRA-ORGANIZATIONAL
4 INTER-GROUP
3 INTRA-GROUP
2 INTER-PERSONAL
1 INTRA-PERSONAL

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INTRAPERSONAL

MINDA ILMU “Saya


TAHU”

“Saya
RASA”
ROH SIKAP
“Saya
PERCAYA”

JASAD KEMAHIRA “Saya


N BOLEH”
WHAT IS QUALITY?

"Performance to the standard expected


by the customer."
"Meeting the customer's needs the first
time and every time."
"Providing the customers with products
and services that consistently meet their
needs and expectations."

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QUALITY IS

"Doing the Right Thing Right


the First Time Every Time."

ZERO ZERO ZERO


ERRORS DEFECTS DELAYS

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IF THE QUALITY IS HIGH...

Higher Sales

Satisfied & Higher


Repeat Profits
Customers

HIGH Lower Costs


Motivated QUALITY
Employees

Less
Lower Defects &
Inventories Faster Wastes
Deliveries

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THE BOSS

"There is only one boss, the


CUSTOMER. And he can fire
everybody from the Chairman
down, simply by spending his
money somewhere else."

Sam Walton, Founder,


Wal 15Mart
AREAS RESPONSIBLE FOR QUALITY

CUSTOMER

PRODUCT
SERVICE MARKETING

PACKAGING DESIGN
AND QUALITY ENGINEERING
STORAGE PRODUCT
PROCUREMENT
INSPECTION
AND TEST
PROCESS
PRODUCTION DESIGN

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WHAT IS ISO 9001?

QUALITY MANAGEMENT SYSTEM

We DOCUMENT
what we do
We DO what we
document 17
MANUFACTURING SERVICE
INDUSTRY INDUSTRY
• Tangible products • Intangible products
• Products can be • Outputs cannot be
inventorised inventorised
• Little customer contact • Extensive customer
contact
• Longer lead time • Short lead time
• Labour / Capital • Labour intensive
intensive
• Product quality • Service quality
objectively determined subjectively determined

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SIX VALUES OF A WHAT A QUALITY
QUALITY CULTURE CULTURE IS NOT
WE'RE ALL IN THIS TOGETHER: EVERYONE FOR HIMSELF
COMPANY, SUPPLIERS, CUSTOMERS

NO SUB-ORDINATES OR SUPERIORS THE BOSS KNOWS BEST


ALLOWED

OPEN, HONEST COMMUNICATION IS KEEP COMMUNICATION LIMITED AND


VITAL SECRETIVE

EVERYONE HAS ACCESS TO ALL THE KEEP MOST INFORMATION AT THE TOP
INFORMATION THEY NEED & SHARE IT ONLY WHEN NECESSARY

FOCUS ON PROCESSES FOCUS ON INDIVIDUAL WORK

THERE ARE NO SUCCESS OR FAILURES - SUCCESS IS EVERYTHING, NO


JUST LEARNING EXPERIENCES TOLERANCE FOR FAILURES
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THE ORGANISATION AND ME

EMPLOYER EMPLOYEE CUSTOMER

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THE TRADITIONAL “PYRAMID”

TOP
MANAGEMENT

MIDDLE DIRECT/
MANAGEMENT
PRESSURE
SUPERVISORY
MANAGEMENT

FRONT LINERS

CUSTOMERS
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THE “UPSIDE DOWN PYRAMID”

CUSTOMERS
FRONT LINERS

SUPERVISORY
MANAGEMENT

MIDDLE
MANAGEMENT

SUPPORT
TOP MANAGE-
MENT

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THE “TEAM” ORGANISATION

TEAM
TEAM
MEMBE
MEMBE
R
R

TEAM
LEADER TEAM
TEAM MEMBE
MEMBE R
R

TEAM
TEAM
MEMBE
MEMBE
R
R 23
"THE ILLITERATE OF THE
21ST CENTURY WILL NOT
BE THE INDIVIDUAL WHO
CANNOT READ OR
WRITE, BUT
THE ONE WHO CANNOT
LEARN, RELEARN
AND UNLEARN."
Alvin Toffler - Futurist and author
KENAPA KITA PERLU LATIHAN?

CONSCIOUS CONSCIOUS
COMPETENCE INCOMPETENCE

KITA SEDAR KITA SEDAR


APA YANG APA YANG
KITA TAHU KITA TAK TAHU

3 2

4 1

UNCONSCIOUS UNCONSCIOUS
COMPETENCE INCOMPETENCE

KITA TAK SEDAR KITA TAK SEDAR


APA YANG APA YANG
KITA TAHU KITA TAK TAHU
“Insanity:
doing the
SAME thing
over and over
again and
expecting
different
results.”.”
- Einstein

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