ECO261

Topics: Government, Economic growth, Economics Pages: 6 (651 words) Published: February 22, 2014
CHAPTER 6:
TERTIARY SECTOR

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Types of services:

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The Structure of Tertiary Sector
Contributed 57% to GDP in 2002, 
increased by 10% since 1990
Contributed 58% of total employment in 
2002
Play vital role in its linkage with other 
sectors
The next engine growth
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Public Sector
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.

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Measures to increase the efficiency of
the public sector
1.

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 
assurance,etc.
‐ 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 
consciousness.
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2.

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.

3.

Innovation
‐ were introduced by the public sector to strengthen &  improve existing systems & procedures & solve 
operational problems to ensure quality & excellence in  the provision of services.
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4.

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.

5.

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.
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6.

Productivity and Performance Measurement
‐ emphasize on productivity & performance 
measurement with the view to institutionalising
performance and results orientation in the public 
sector agencies.
‐ comprehensive guidelines were provided to agencies  on the concept of productivity, methods of improving  productivity & productivity measurement.

7.

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.
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8.

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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