Complaints and compliments assessment in developing service delivery measurement

Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients’ compliments and complaints in a more receptive manner but also corresponded with Kano model

The Optimization Concept of Service Fulfillment Measurement: A Research on Surgery Care

This paper presents an optimization concept of service fulfillment measurement. Service delivery is assumed free from constraint, while service fulfillment is expected to achieve by maximizing the customer preferences. As the constraints are considered, the customer preferences are developed in a form of new model to set the optimum level of variables. The concepts will be further improved for medium and large scale optimization, which capable to evaluate the customer requirement in Kano-QFD integration. The results were also validated based on Kano Model and Quality Function Deployment (QFD) is integrated for patient attribute and service attribute prioritization. The new non-linear Kano-QFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement

The optimization concept of service fulfillment measurement: a research on surgery care

This paper presents an optimization concept of service fulfillment measurement. Service delivery is assumed free from constraint, while service fulfillment is expected to achieve by maximizing the customer preferences. As the constraints are considered, the customer preferences are developed in a form of new model to set the optimum level of variables. The concepts will be further improved for medium and large scale optimization, which capable to evaluate the customer requirement in Kano-QFD integration. The results were also validated based on Kano Model and Quality Function Deployment (QFD) is integrated for patient attribute and service attribute prioritization. The new non-linear KanoQFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement

Determinants of job rotation among employees in Malaysia education sector

This research explores determinants of job rotation among employees in education sector. Job rotation has become one of technique used by employers to rotate their employees’ assigned jobs throughout their employment. Most employers use job rotation as a strategy for employees to take new tasks on different jobs for a period of time before rotating back to their original position. According to Azzam (2013), job rotation is an effective administrative tool, and it is used in many organizations to achieve different goals. This research can be used for organization or employers to understand the determinants of job rotation among employees. So, a questionnaire were distributed among employees in education sector. This study are using descriptive survey to investigate the relationship between motivation, training, skill and knowledge and performance toward job rotation. Total of 342 set of questionnaire were collected out of 400 respondent. The dependent and independent variables were analysed by mean, and standard deviation and mean of frequency distribution. Statistical Package for the Social Science (SPSS) software are use in this project. Factors such as motivation, training, skill and knowledge and performance is influence the determinants of job rotation among employees in education sector were analysed. In this study, revealed that motivation, training, skill and knowledge and performance belief have significant relationship with determinants of job rotation among employees in education sector. This research could help to boosting employee’s morale. This research also recommended that future researchers should target larger sample size. REFERENCE

Determinants of job rotation among employees in Malaysia education sector

This research explores determinants of job rotation among employees in education sector. Job rotation has become one of technique used by employers to rotate their employees' assigned jobs throughout their employment. Most employers use job rotation as a strategy for employees to take new tasks on different jobs for a period of time before rotating back to their original position. According to Azzam (2013), job rotation is an effective administrative tool, and it is used in many organizations to achieve different goals. This research can be used for organization or employers to understand the determinants of job rotation among employees. So, a questionnaire were distributed among employees in education sector. This study are using descriptive survey to investigate the relationship between motivation, training, skill and knowledge and performance toward job rotation. Total of 342 set of questionnaire were collected out of 400 respondent. The dependent and independent variables were analysed by mean, and standard deviation and mean of frequency distribution. Statistical Package for the Social Science (SPSS) software are use in this project. Factors such as motivation, training, skill and knowledge and performance is influence the determinants of job rotation among employees in education sector were analysed. In this study, revealed that motivation, training, skill and knowledge and performance belief have significant relationship with determinants of job rotation among employees in education sector. This research could help to boosting employee's morale. This research also recommended that future researchers should target larger sample size

The Importance of Perceived Leadership Elements in Strategic Planning at Public University

AbstractLeader always play as an integral part in our daily life. No matter where on earth we are living the elements of leadership always exists in one's community. The purpose of this study is to investigate the importance of perceived leadership elements which is leadership decision making, leadership style, and leadership change flexibility. The study was done among the academic staff at one of public university in Malaysia. 150 questionnaires were administered among various levels of academic staff. Correlation analysis and regression analysis were perform, thus the result indicates that leadership decision making (r=0.55, p=0.001,) shows the highest of positive significant result toward strategic planning compared with other two variables. This research warrant more investigation upon strategic planning and other variables