Types of services:
The Structure of Tertiary Sector
Contributed 57% to GDP in 2002,
increased by 10% since 1990
Contributed 58% of total employment in
Play vital role in its linkage with other
The next engine growth
In Malaysia the role of public service and administration
has significantly changed over the years, in line with the
country's economic growth and development. Its mission,
objectives and functions have, in fact, undergone various
degrees of reform, especially under the explicit and
implicit influences of changes in public policies,
development strategies and initiatives. These reforms
took place in two distinctive phases, namely the period of
rapid economic growth in 1960s and 1970s which
required development administration and institution
building, and the period from 1980 to the present which
necessitated the consolidation and qualitative upgrading
of the government machinery.
Measures to increase the efficiency of
the public sector
Total Quality Management
‐ as a standard model for quality management in the public sector.
‐ based on principles such as top management
support, strategic planning, teamwork, quality
‐ it is aimed at laying the foundation for a quality culture in public sector organisations.
‐ these quality culture emphasized values such as
timeliness, innovativeness, meeting targets,
responsiveness to customer needs & cost
Implementation of Client’s Charter
‐ it is a written commitment & assurance by agencies that their output will comply with the declared
standards of quality conforming to expectations &
requirements of their clients.
‐ in 1993, The Best Client’s Charter Award was
introduced to give recognition to agencies which have successfully implemented Client’s Charter.
‐ were introduced by the public sector to strengthen & improve existing systems & procedures & solve
operational problems to ensure quality & excellence in the provision of services.
Provision of Quality Counter Service
‐ guidelines to improve counter service were provided through specific development administration circulars. All public sector were required to provide facilities as well as proper directional signs & guidance for the comfort & convenience of customers.
Improvements to Systems and Work Procedures
‐ to emphasize on the review of systems & procedures to improve service delivery. The review covered
processes, regulations, standards & criteria in the
implementation of operational activities.
‐ improvements made by eliminating unnecessary
steps in these processes.
‐ improvement also focuses on ways to simplify & speed up process activities.
Productivity and Performance Measurement
‐ emphasize on productivity & performance
measurement with the view to institutionalising
performance and results orientation in the public
‐ comprehensive guidelines were provided to agencies on the concept of productivity, methods of improving productivity & productivity measurement.
Use of Information Technology
‐ encourage the use of IT. A major area of focus was the integration of IT in management processes to
automate data collection & enable accurate
information generation for effective planning,
monitoring, controlling & decision making.
Improvement to Public Personnel Management
‐ an important strategy to realise the public sector’s commitment to the delivery of efficient services was the creation of a productive, efficient...
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