LAPORAN RINGKAS QSPC-MTCP
Tarikh : 22 April 2002
Tempat : Bilik B4, Blok B, INTAN
Penceramah : Y.Bhg.Dato Wan Abdul Wahab Abdullah (9.00 am – 12.30 pm)
En.Wan Omar Hashim (2.00 pm – 4.00 pm)
The challenges of the 21st century are based on K-Economy and K-Knowledge, citizens all over the world are confronted with massive information explosion that change their tastes and needs, perceptions and expectations. Issues of good governance, transparency and accountability are the battle cry of the day.
Citizens are now demanding public services to demonstrate public responsibility and good corporate citizenship with greater transparency, efficiency and effectiveness. Quality service is now a norm, “quality service must not only be given but must also be seen”.
Complaints are due to dissatisfaction towards the products or services provided by the vendors, especially late-delivery, poor quality of services, non-fulfillment of terms and conditions, unfair practices, negligence, misconduct and many more. In the public sector, complaints mostly are of unjust, abuse of power, delay or non-delivery of service, lack of amenities and inefficiencies.
Managing your complaints well means managing your customer well, complaints must be considered as a “free positive feedback” by customers. It must be taken openly as a sign of weakness and to be used as invaluable inputs for improvements and innovations.
As supplier of services, we should focus on improving relationship through effective and concerted public relations effort. People must be given the correct information, any changes in informations and procedures must be informed to all staffs (not just the top brass). Thus, staffs need to be trained , provide clear and up-to-date guideline and checklist to help them know and understand what’s going on in an organization.
Public sectors are required to follow the new Development Administration Circular No.4 of 1992 on Managing Customer Complaints as guidelines. Meeting the Clients program once a month is a must. Also, the new Development Administration Circular No.1 of 2002, Improving the Effectiveness in Managing Public Complaints must be adhered.
Public Complaints Bureau is responsible for the implementation and management of public complaint and is responsible to receive complaints alleged unfair, abuse of power, maladministration and like-wise; investigate complaints deemed valid; report and make recommendations to Permanent Committee on Public Complaints; forward decisions of PCPC to Ministries and governmental bodies for purpose of corrective actions; and monitor corrective actions taken and submit feedbacks.
PCB normally take 7 days to issue an acknowledgement of complaints, undertake pre-investigation to ascertain validity, submit comments upon complaints, carry-out investigation after receiving delegating of power, table outcome of investigation, forwarding reports on findings, monitor and ensure corrective actions taken and keep records of all complaints record.
Complainants can make reports through www.bpm.jpm.my or aduan@bpa.jpm.my , with assurance that the sender identities are well-kept secret. This also include a 24-Hour Voice Mail Messaging and a Total Electronic Office (a paperless organization).
B. Pinnacles To The Quality Road: Awards and Rewards