seminar on sirim industry standards series 1 : … · 2019. 6. 17. · halim has been with perodua...
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TARGET GROUPS
This seminar shall consists of organisation’s top and
senior management, technical and operational
executives, R&D staff etc. of companies and
organisations from the following sectors:
• electronics and electrical,
• telecommunications,
• manufacturing,
• machinery and engineering,
• environment,
• customer service representatives, and
• institutes of higher learning.
OBJECTIVES
SEMINAR ON SIRIM INDUSTRY STANDARDS
SERIES 1 : CUSTOMER SERVICE
MANAGEMENT AND INNOVATION
MANAGEMENT
20 April 2017 (Thursday), Auditorium Dato’ Yahaya Ahmad, SIRIM Berhad
*Inclusive of two
SIRIM Standards:
SIRIM 6:2016
SIRIM 8:2016
*Fees : RM150 (excluding 6% GST)
INTRODUCTION
• To help organisations to enhance the efficiency in
managing customer services.
• To provide understanding on the concepts and
principles of innovation, and giving guidance to
organisations to becoming an innovative organisation.
• To introduce organisations on SIRIM Standards and
how usage of these standards can help organisations
to meet local and international requirements and
practices.
SIRIM Industry Standards have been introduced to help
organisations address and resolve their immediate problems,
for them to become more efficient and improve their
performance. It can also help organisations gain an edge and
set themselves apart from competitors, drive down costs,
boost productivity and improve profitability. SIRIM Industry
Standards are established to cater for organisations’ specific
needs as they define the minimum requirements needed to
uphold quality services or products of the organisations.
In an effort to increase awareness and promotion of SIRIM
Industry Standards, SIRIM will be organising a series of
awareness seminars on the available SIRIM Industry
Standards. The pilot seminar on SIRIM Industry Standards -
Series 1 will focus on the introduction to the two new Industry
Standards namely SIRIM 6:2016, Requirements for Customer
Service Management (CSM) and SIRIM 8:2016, Guidance
towards becoming an innovative organisation.
SIRIM 6:2016, Requirements for Customer Service
Management (CSM) has been developed to help
organisations manage their customer service in accordance
with the Customer Service Management Model. The
implementation of a Customer Service Management system
specified in this standard is intended to result in improved
customer service performance of an organisation. It is also
could help enhance customers confidence and increase their
satisfaction, which are crucial factors for the success of
businesses, as well as to achieve organisational goal.
SIRIM 8:2016, Guidance towards becoming an innovative
organisation, has been developed to provide guidance to
organisations regardless of sector, size or type, towards
becoming an innovative organisation. The standard is also
intends to assist and nurture organisations to benchmark their
performance against best innovative practices.
03-5544 6343 (Pn. Rohayah Md Zin) /
rohayah@sirim.my
03-5544 6341 (Pn. Badariah Selamat) /
badariah@sirim.my
Fax : 03-5511 8830
Online registration at http://www.sirimsts.my/
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SEMINAR ON SIRIM INDUSTRY STANDARDS
SERIES 1 : CUSTOMER SERVICE
MANAGEMENT AND INNOVATION
MANAGEMENT
Dr. Safuan Idris
Head & Principal
Consultant
SIRIM STS Sdn. Bhd
Zulhasni Abdul Rahim is an Innovation Specialist attached to the Transformation Division at PROTON.
He has successfully leveraged and applied his TRIZ expertise and tools to achieve more than 10 breakthroughs
in the area of improving product value and cost reduction for his organisation.
Fueled by the industrial successes, Zulhasni reached out and continued to provide his expertise and support for
local organisations via his consultancy services for MPC, PERDA, MOSTI, MRSM, MOE, MALTESAS, SMEs and
more than 10 institutions of higher learning.
One of his major contributions was working with Malaysia Productivity Corporation to develop the TRIZ-based
Innovation Framework for Small and Medium Entreprise. The framework was shared at the 5th Global TRIZ
Conference Korea and recognized as the best sharing and excellent paper award. He continued to share his
learning and has published more than 10 research papers.
Zulhasni is an active participant in the international TRIZ Competition and won two consecutive Grand Champions
with leading edge and innovative solutions. He is very passionate with TRIZ and constantly markets the
methodology through the TRIZ Malaysis Facebook website that he hosts. He is a Mechanical Engineer by training
from Universiti Sains Malaysia and has a PhD on TRIZ from Universiti Teknologi Malaysia.
Halim has been with PERODUA MANUFACTURING and PROTON prior to joining UTM Razak School in 2009. He
was a shop floor engineer in Body Shop Perodua Manufacturing, and was the Section Manager for Vendor
Development in PROTON. The highlights of his industrial experience includes being part of the PERODUA VIVA
development team where he is responsible to prepare production facilities including the construction of a new Body
Shop, and developing all PROTON local component suppliers in Toyota Production System (TPS) implementation
through PROTON’s Keiretsu Program which he strategised. He is also responsible in introducing PROTON and its
vendors to TRIZ and Value Added/Value Engineering (VAVE).
Halim is an expert in TPS, having been exposed and trained in TPS locally and abroad. He has attended a 3
months TPS program between Toyota Motors Manufacturing Kentucky and University of Kentucky, numerous
hands-on trainings by Daihatsu Motors Corporation in Osaka, and a special training program conducted by Toyota’s
TPS Master Trainer in Toyota Motors Corporation, Nagoya. Having researched Sustainable End-of-Life Vehicle
(ELV) Supply Chain for his Engineering Doctorate, he has been appointed to be part of a team of experts by the
Malaysia Automotive Institute to help develop the 4R2S standard and also the National Occupational Skills
Standard (NOSS) syllabus for remanufacturing. He has also been appointed as part of the Technical Working
Group on remanufacturing by the Ministry of International Trade and Industry (MITI) and has helped in coming up
with a 15 years strategy to strategically develop the remanufacturing industry and its supporting ecosystem, as well
as to assist with the National Remanufacturing Policy (NRP). He also sits as the Chairman for SIRIM Standard on
Guidance towards becoming an Innovative organisation, SIRIM Standard on Lean Management, and also SIRIM
Standard on Automotive Air Conditioning Repair Shop Management. Previously, he is the manufacturing domain
expert for SMECorp’s Innovation Certification program (1-Innocert).
Halim lectures for Universiti Teknologi Malaysia in Quality and Change Management, IT Project Management,
Strategic Management, Lean Operations, Design and Accounting for Sustainability, Supply Chain Management at
Masters (MBA and MEBM) and Doctorate level. He currently supervises 4 PhD candidates and 5 Master students,
and has successfully graduated 18 Master students. He is currently Managing Director for Universiti Teknologi
Malaysia’s spin-off company RESPECT Business and Advanced Technology Solutions Sdn Bhd.
Dr Halim Shah Dato’
Hamzah
Managing Director,
RESPECT Business and
Advanced Technology
Solutions Sdn Bhd.
(A spin-off company to
Universiti Teknologi
Malaysia)
Dr. Safuan is currently the Head and Principal Consultant of the Management System Standard Section, SIRIM
STS Sdn. Bhd. His professional experience includes Certified Assessor for European Foundation Quality Award
(EFQM), Assessor for Malaysian Productivity Corporation Business Excellent Model, Lead Auditor for Ministry of
Higher Education Autonomy Readiness Audit on local universities, Assessor for SIRIM STS Recognition Scheme
on Total Quality Fast Track Model and Customer Service Management.
He also involved in the SUCOFINDO Indonesia Quality Management Program for automotive industry (ASTRA) in
Jakarta as an Associate Consultant, actively involved in conducting training and consultancy for the clients of
SIRIM STS Sdn. Bhd., and appointed as a judge in several Quality Control Circle Conventions such as Selangor
QCC Convention, National Accountant Department of Malaysia and Tabung Haji. He successfully lead and
completed the ASEAN SME Project on Multimedia Self–Reliant Toolkit on Quality Management System and
Certification Towards ISO 9001 Certification.
Dr. Zulhasni bin Abdul
Rahim
Proton Innovation Specialist
& TRIZ Secretary
S P E A K E R S P R O F I L E
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Time Agenda
8.30 am - 9.00 am Registration
9.00 am - 9.30 am Welcoming Address
Seminar on SIRIM Industry Standards Series 1 : Customer Service
Management and Innovation Management
En. Azim Ng Abdullah
Managing Director, SIRIM STS Sdn Bhd.
9.30 am - 10.30 am
10.30 am - 10.45 am
Paper 1 :
Introduction to Standard on Requirements for Customer Service Management
(CSM)
Dr. Safuan Idris, SIRIM STS Sdn. Bhd.
Paper 2 :
Customer Service Management Recognition Scheme
Dr. Safuan Idris, SIRIM STS Sdn. Bhd.
10.45 am - 11.15 am Break
11.15 am - 12.15 pm Paper 3 :
Introduction to Standard on Guidance Toward Becoming an Innovation
Organisation
Dr Halim Shah Dato’ Hamzah
Managing Director, RESPECT Business and Advanced Technology Solutions
Sdn Bhd. (A spin-off company to Universiti Teknologi Malaysia)
12.15 pm - 12.45 pm Paper 4 :
TRIZ based Innovation Framework for Small and Medium Entreprise
Dr. Zulhasni Abdul Rahim, PROTON Holdings Berhad
12.45 pm - 1.00 pm Q & A Session
1.00 pm Lunch & End of Seminar
SEMINAR ON SIRIM INDUSTRY STANDARDS
SERIES 1 : CUSTOMER SERVICE
MANAGEMENT AND INNOVATION
MANAGEMENT
TENTATIVE PROGRAMME
20 April 2017 (Thursday), Auditorium Dato’ Yahaya Ahmad, SIRIM Berhad
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Official Organisation
Stamp:Signature: ……………………………………………....
Date: …………………………………………………….
PARTICIPANT(S)
No. Name Email Mobile No.
1.
2.
3.
4.
Contact Person
Organisation
Company Registration No.
Address
Tel. No. (Office) & H/P
Fax No.
Email
03-5544 6343 (Rohayah) / Email : rohayah@sirim.my
03-5544 6341 (Badariah) / Email : badariah@sirim.my
Closing Date : 17 April 2017
Disclaimer: SIRIM STS Sdn Bhd is committed in ensuring the confidentiality, protection, security and accuracy of personalinformation made available to SIRIM Group in accordance with the Personal Data Protection Act 2010. It is your obligationto ensure that all personal information submitted and retained is accurate, not misleading, updated and complete in allaspects. SIRIM Group or its authorised officers shall not be responsible for any personal information submitted by SIRIMGroup Staff that is inaccurate, misleading, incomplete or not updated.
Please refer to our Personal Data Protection Policy at http://www.sirim.my/privacy/pdpa for further information.
Managed By:
20 April 2017 (Thursday), Auditorium Dato’ Yahaya Ahmad, SIRIM Berhad
SEMINAR ON SIRIM INDUSTRY STANDARDS
SERIES 1 : CUSTOMER SERVICE MANAGEMENT
AND INNOVATION MANAGEMENT
Please tick (√) to indicate the nature of your business:
Universities/academia/
researcher
Government agency and body Technical and operational executives
Electronics and electrical
company
Machinery and engineering R&D staff
Telecommunications company Environment agency and body Customer service representatives
Manufacturing Top management and senior
management
Others (be specific)
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