taklimat bengkel isp mampu intan v1.2

Together We Transform ms 1


ISP ROADMAP

Kick-Off Project

Proposal Paper

Write up an ISP

Document

ICT PROJECT MANAGEMENT

PROJECT IMPLEMENTATION

ANALYSIS STRATEGY FORMULATION

Business

Scenario

ICT Scenario

Business Vission

& Mission

Business Strategic

Thrust

ICT Vission

& Mission

ICT Strategic

Thrust ICT Initiative

Business & ICT Assessment Sintesis Vission, Mission & Strategic Thrust Implementation Strategy

Issue, Challenge

& OppurtinityGap & Expectation Implementation Plan

ICT Strategy Direction Report Action Plan Interim ReportISP

Document

M

E

T

H

O

D

O

L

O

G

Y

ICT PROGRAMME

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource

ACTION PLAN

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource


INFORMATION

(Input/Output)

PROCESS INTERACTION

(Tools/Mechanism)

Prepare Initial

Proposal

K-sharing

Session (other

ISP-related

areas) e.g. MSC;

EG; KM; etc

ISP Presentation

to Management

(Includes

Proposal)

Personal

discussion

with CIO &

CEO

Leadership Intent

(Letter or Stated)

CEO

Endorsement

Ensure Top

Management Buy-

In

(Strategic Intent)

Initial Proposal

ISP Presentation

Material

(Including Proposal)

Project Management: Project Initiation


•Tujuan

•Latar Belakang

•Skop Projek

•Struktur Projek

1.Struktur Organisasi Projek

2.Peranan Dan Tanggungjawab

•Tempoh Pelaksanaan

•Serahan Projek

•Anggaran Kos

•Syor

Kertas Cadangan


Project Management : Project Structure

PENGARAH PROJEK

PENGURUS PROJEK

PASUKAN PERUNDING ISP

Perunding ISP : Y.Brs. Dr. Zahari Othman

Ahli :

1.

2.‏

PEJABAT PENGURUSAN PROJEK1.

2.

PASUKAN

APLIKASI DAN

PANGKALAN DATA

PASUKAN

INTEGRASI SISTEM

DAN PERKHIDMATAN

PASUKAN

INFRASTRUKTUR

DAN KESELAMATAN

ICT

PASUKAN

PENGURUSAN

PERUBAHAN

PASUKAN

PEMBUDAYAAN ICT

JK PEMANDU ICT


Project Management: Project Timeline


Project Management: Costing/Budget

PERKARA KOS (RM)

Bengkel Bengkel 1 (60 orang x RM180 x 3 hari) 32,400

Bengkel 2 (40 orang x RM180 x 3 hari) 21,600

Bengkel 3 (20 orang x RM180 x 3 hari) 10,800

Lawatan SUK Melaka (40 orang x 1 hari x RM180 ) 7,200

JPN & Hitech Padu (40 orang x 1 hari x RM180) 7,200

Kajian persekitaran bisnes dan ICT ( 15 orang x 3 hari x RM180)

8,100

Percetakan (Kaji selidik, borang, laporan, bahan, dokumen)- Dokumen Asal (RM100 X 10 set)- Dokumen Edaran (RM20 X 500 set)

16,000

Kos Luar Jangka 18,000

KOS KESELURUHAN 121,300


PENYEDIAAN KERTAS CADANGAN

• AKTIVITI (1)

• Peserta ditugaskan:

– Menyediakan Kertas Cadangan Pembangunan ISP Agensi yang dilengkapi dengan maklumat berikut:

•Latar Belakang *

•Skop

•Struktur Projek

• Jadual Perancangan Projek

•Kos

• Nota:

– Contoh Kertas Cadangan

– Bertanda * adalah optional


ISP Methodology: Analysis

Kick-Off Project

Proposal Paper

Write up an ISP

Document




BusinessScenario

ICT Scenario

Business Vission & Mission

Business Strategic Thrust

ICT Vission

& Mission

ICT Strategic



Issue, Challenge



Document

M

E

T

H

O

D

O

L

O

G

Y

ICT PROGRAMME

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource

ACTION PLAN

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource


Scenario AnalysisINFORMATION

(Input/Output)

PROCESS INTERACTION

(Tools;

Mechanism)

Future Leadership &

Stakeholder Aspiration

SWOT;

PESTELS

Customer;

Market; Partner/

Competition

Change

Readiness

Strategic

Assessment

McKinsey’s 7 S,

Blue Ocean

Interviews

Surveys

Analysis

&

Finding

Documents Gathered:

National Business Plan;

National IT Strategy;

PS ISP;

Organization’s existing

Business & ISP

Other Reports

Organization’s

Business

Process

Analyze Current & Future

Broad Business Scenario

& Strategies

i.e. Vision

Mission

Strategic Thrusts

Analyze Current

Broad IT

Scenario &

Strategies i.e. V,

M, ST

Determine

Business Gaps &

IT Opportunities

Determine IT Gaps

& IT Opportunities


Analysis: Business Assessment


Analyzing Current & Future Business Scenario

”PESTELS” TOOL

•Political - government policies

•Economic - commerce & trade

•Social - education; health; housing

•Technology - ICT; transportation

•Ecology - nature

•Legal - law & order

•Security – safety

•Use MCCP•Market

•Customer – Stakeholder & Client

•Competition

•Partnership

OPPORTUNITIES & THREATS

SWOT

EXTERNAL


Analyzing Current & Future Business Scenario (cont.)

SWOT

EXTERNAL

• Smart partnership

• New technologies for

ecology, social & economy

• New international

relationships/ policies

• New business trends

• Export of new products &

services

• Lack technology transfer

• Communication

• Cost of new technology

• Resistance to change

• Market liberalization

• Foreign expertise dominance

• Security

• Foreign intervention

• High technology cost

OPPORTUNITIES THREATS/COMPETITION


Analyzing Current & Future Business Scenario (cont.)

”McKinsey’s 7 S”

• System - management systems & information

systems

• Structure - Agency HR policies

• Style - management control

• Strategy - programs

• Shared values - agreed mission & strategies

• Staff - profiles

• Skills – competencies

People-Process-Technology

STRENGTHS & WEAKNESSES

SWOT

INTERNAL


Analysis: ICT Assessment

INFORMATION

(Input/Output)

PROCESS INTERACTION

(Tools;

Mechanism)

Future Leadership &

Stakeholder Aspiration

SWOT;

PESTELS

Customer;

Market; Partner/

Competition

Change

Readiness

Strategic

Assessment

McKinsey’s 7 S,

Blue Ocean

Interviews

Surveys

Analysis

&

Finding

Documents Gathered:

National Business Plan;

National IT Strategy;

PS ISP;

Organization’s existing

Business & ISP

Other Reports

Organization’s

Business

Process

Analyze Current & Future

Broad Business Scenario

& Strategies

i.e. Vision

Mission

Strategic Thrusts

Analyze Current

Broad IT

Scenario &

Strategies i.e. V,

M, ST

Determine

Business Gaps &

IT Opportunities

Determine IT Gaps

& IT Opportunities


Analysis: ICT Assessment – cont.

• ICT Assessment

Type of Assessment:

ICT Resources & Knowledge/Skills (for whole agency)

Strategize Assessment – are you implementing ICT strategically?

Applications, Infrastructure & Database Assessment

User Satisfaction Assessment

Change Readiness: Change Management Assessment

– Change agent

– Support change

– Resistance to change

• Gaps & Opportunities Identification– SWOT; PESTELS; 7s

– PSISP’s Opportunity Framework

Analyzing Current Application – Systems Audit Grid

High

High

Low

Te

ch

nic

al va

lu

e

Business Value

Reassess Maintain/Enhance

Renew/replaceEliminate

Information systems in this

category may be the

technician’s products looking

for applications or applications

which the users have failed to

support and use or

applications which were in

advance of the business

needs.


category should be given priority

for any maintenance or

enhancement to sustain any

benefits or competitive

advantages from these systems.

Failure to adequately maintain

these systems may cause them

to become business exposures.


category are candidates for

elimination from the target

environment. These systems

may never have been

necessary or they may have

become obsolete because of

the business segments they

support may have changed.


category represent potential

business exposures. If they fail,

business operation or

management capability will

suffer. ICT opportunities are

likely to be identified from these

systems.


Analyzing Current Infrastructure – Gap Analysis


Agency Specific

Applications

SMS WAP Web IVR Phone Counter FaxSMS WAP Web IVR Phone Counter Fax

Gateway

Knowledge Bank

Community Applications

Enterprise Wide

Applications

Enabling Environment

• Leadership & Coordination

• Policy / Legislation

• People & Culture

• Infrastructure & Standards

Agency Specific

Applications,

• Integrated Statistical

Systems Framework

• Sistem Pengkodan

Berkomputer

• JP Data Warehouse

• Performance

Management

• GIS enhancement

Enterprise Wide

Application

• Office Automation

Enhancement

• EG Applications

Knowledge Bank

(KB)

• Knowledge

Management

Community Applications –

not applicable

Gateway

• Enterprise Portal

Enabling Environment components:

• Facilities Management

• Central Systems (DBMS, Servers Upgrade, Server Farm Design and

Implementation, Storage Systems, Mainframe Migration and Consolidation,

Enterprise-Grade Enterprise Management System)

• Security (Security Posture Assessment, DOSM Security Framework vis-à-vis

MYMIS, Virus Mitigation Strategy, SPAM Management, PKI Implementation)

• Network (DHCP implementation, Controlled Wireless Network Implementation,

DOSM LAN upgrade, STATS*NET upgrade and coverage expansion to district

office, SLA Enforcement, Enterprise Network Management System, common

network infrastructure for data collection and dissemination)

• Business Continuity Plan

Current & Future ICT Environment

Analyzing Current & Future ICT Environment


PERINGKAT 1

• AKTIVITI (2a)

• Peserta ditugaskan:− Mengenalpasti maklumat yang diperlukan; *

− Mengenalpasti persekitaran bisnes dan ICT dengan menggunakananalisis SWOT;

− Mengenalpasti jurang: Isu, Cabaran dan Harapan.

• Nota:− Templet Analisis Maklumat Diperlukan; *

− Templet Analisis SWOT;

− Templet Analisis Jurang;

− Bertanda * adalah optional


PERINGKAT 1

• AKTIVITI (2b)


– Mengisi borang penilaian ICT dan menjalankan analisis denganmenggunakan borang penilaian yang disediakan (menganalisis sekurang-kurangnya 2 aplikasi, infrastruktur (bahagian A,B,C,E,F,G);

– Memplot graf dan membuat interprestasi ke atas graf;

– Mengenalpasti jurang: Isu, Cabaran dan Peluang untuk aplikasi, infrastruktur dan pangkalan data.

• Nota:

– Borang Penilaian Aplikasi, Infrastruktur;

– Contoh Graf Aplikasi Audit Grid;

– Templet Analisis Jurang (untuk penilaian infrastruktur, aplikasi danpangkalan data).


ISP Methodology: Strategy

Kick-Off Project

Proposal Paper

Write up an ISP

Document




BusinessScenario

ICT Scenario



ICT Vission

& Mission

ICT Strategic



Issue, Challenge



Document

M

E

T

H

O

D

O

L

O

G

Y

ICT PROGRAMME

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource

ACTION PLAN

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource


Developing an ICT Strategy

INFORMATION

(Input/Output)

PROCESS

(STRATEGIZING – STRATEGIC THINKING)

INTERACTION

(Tools/Mechanism)

High Level

Strategizing

Workshop

Analysis

&

Finding

Determine IT

Strategic

Initiatives &

Targets

Workshop

(Preliminary

ISP)

Report

Management

Endorsement

Determine IT

Vision &

Mission

Determine IT

Strategic

Thrusts

Identify IT Gaps

& IT

Opportunities

Identify Program, Set

Roadmap & Targets


Strategizing: Vision

Principles in Developing Vision

Direction Role Motivational Competitive

IDENTITY

VISION



33

WHAT ARE THE VIEWS OF ICT TO THE BIGGER GOALS?

IT

VISION

COMPETITORSADVANCED

TECHNOLOGY

NATION REGION

STRATEGICUTILITY?

DEPENDENT? ENABLING?

WHAT ICT IDENTITIES ARE RELATED TO?

OPERATIONAL TACTICAL

ICT VISION SUPPORTS BUSINESS VISION



Vision

• Menjadi Sebuah Organisasi Unggul Melalui Pembudayaan ICT

Ke Arah Memartabatkan Hal Ehwal Islam.

• Menjadi Sebuah Jabatan Yang Lebih Efektif Dan Efisien Melalui

Pembudayaan ICT Menjelang Tahun 2013.

• Peneraju Kecemerlangan Penyampaian Perkhidmatan Kerajaan

Negeri Berteraskan ICT.

• Peneraju Perkhidmatan Perpustakaan Ke Arah Masyarakat

Bermaklumat Melalui ICT

ICT VISION SUPPORTS BUSINESS VISION


Strategizing: Mission

Principles in Developing Mission

REASON FOR EXISTENCE

ICT MISSION SUPPORTS BUSINESS MISSION

Strategy Value Behaviour / Standards

PRINCIPLES

MISSION


Mission

Strategizing: Mission

Driver

(Internal Action)

Beneficiary

(External Target)

• Membudayakan ICT Bagi Melahirkan Warga Yang Mahir dan Inovatif Dalam

Penggunaan Teknologi Maklumat Terkini.

• Mewujudkan Pangkalan Data Hal Ehwal Islam Dan Jaringan Maklumat

Bersepadu Sebagai Pemangkin Pembangunan Ummah Yang Lebih Efektif.

• Memperkasa perkhidmatan dan perkongsian maklumat Jabatan melalui

peningkatan infrastruktur serta aplikasi ICT.

• Memperkasakan Infrastruktur dan Aplikasi ICT dalam Meningkatkan Kecekapan

Sistem Penyampaian Perkhidmatan.

ICT MISSION SUPPORTS BUSINESS MISSION


Strategizing: Strategic Thrusts

ICT STRATEGIC THRUSTS SUPPORTS BUSINESS STRATEGIC THRUSTS

Strategic Values

Unique to Organization

ComprehensiveIntegrated

CompetitiveBroad

Strategies


EXTERNAL

(Customer,

Market)

PEOPLE

(Human Resource)

TECHNOLOGY

(Application, Infrastructure &

innovation)

PROCESSES

(Governance, Procedure, Policy)

Normalization

Approach



ST 3:

PENGUKUHAN

KOMITMEN

PENGURUSAN DAN

PEMBUDAYAAN ICT

DALAM PENYAMPAIAN

PERKHIDMATAN

ST 2:

PEMBANGUNAN

DAN

PEMANTAPAN

APLIKASI SECARA

BERSEPADU DAN

BERKESAN

ST 1:

PENGUKUHAN

INFRASTRUKTUR

YANG SELAMAT,

PANTAS DAN

STABIL

ST 4:

PEMANTAPAN TADBIR

URUS ICT NEGERI

keberkesanan

keselamatan

infrastruktur

Kolaborasi antara agensi

teknologi terkini

Penggunaan sumber

optimumOrganisasi pembelajaran

Kawalan dan audit

keupayaan dan

ketersediaan

infrastruktur

kesinambungan

perkhidmatan ICT

Mewujudkan aplikasi

baru dan bersepadu

Pengurusan pengetahuan

Perkongsian pintar

Menambahbaik aplikasi sedia

ada yang berimpak tinggi

Repositori maklumat

dan data warehouse

Pengurusan latihan

bersepadu

Pelan latihan

Penghayatan

budaya kerja

Dasar dan

polisi

Dasar baru

Semakan dasar dan polisi sedia ada

Penstrukturan Organisasi

ICT



Strategizing: ICT Strategic Framework

VISION

As the strategic enabler

in healthcare services

MISSION

To create healthy citizens by integrating and enhancing

the usage and capabilities of ICT in healthcare delivery

ICT to facilitate HEALTHCARE PERFORMANCE

i.e. health decisions and services by providing

a systemic health knowledge

and information

ICT to increase HEALTHCARE CAPACITY by

providing comprehensive data, knowledge

and infrastructure support

K-based people involvement in healthcare

Building a culture of R&D and innovationEnhancing healthcare enabling environment

of “hard” and “soft” infrastructure

Putting high priority in systems performance

and integration

Advisory Training Applications Development

Implementation of IT Projects

Objectives Strategic Thrusts BTMK Functions

Procurement of IT Facilities


PERINGKAT 2

• AKTIVITI (3)


– Membentuk Visi dan Misi ICT;

– Membentuk Teras Strategik ICT dan Objektif denganmenggunakan templet yang disediakan.

• Nota:

– Templet Visi dan Misi ICT;

– Templet Normalisation;

– Contoh Normalisation.


ISP Methodology: Formulation

Kick-Off Project

Proposal Paper

Write up an ISP

Document




BusinessScenario

ICT Scenario



ICT Vission

& Mission

ICT Strategic



Issue, Challenge



Document

M

E

T

H

O

D

O

L

O

G

Y

ICT PROGRAMME

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource

ACTION PLAN

ICT Application

Change Management

ICT Governance

ICT Infrastructure

R&D Innovation

Human Resource


Activities In Formulation Stage

Teras Strategik ICT

•Objektif

Inisiatif ICT

Program ICT

Aktiviti

•High level/Strategic level

•Cth: Pengukuhan dan Pembudayaan ICT di Kalangan

Warga Kerja

•Strategic level

•Berpandukan kepada objektif teras strategik

•Kata Nama (spt Pembudayaan, Pembangunan)

•Cth: Pembentukan modal insan yang produktif, kreatif

dan inovatif berteraskan ICT.

•Tactical level

•Perancangan/pembangunan kepada inisiatif ICT

•Kata kerja (spt kajian, membangun, menambah

baik)

•Cth: Membangun dan melaksanakan Pelan Latihan

ICT dan Pelan Kepakaran Modal Insan ICT

•Operational level

•Kegiatan yang dilaksanakan untuk

memenuhi program yang telah diatur

•Cth: (i) Menubuh pasukan kajian; (ii)

Mendefinasi skop kerja; (iii)

Melaksana kajian; (iv) Menyedia

laporan; (v) Mendapatkan kelulusan

kajian.


Strategic Thrusts ICT Initiatives ICT Programs

Strategic Thrusts 1: K-Based

people involvement

Maximize & optimize utilization

of ICT at all levels in order to

speed up processes

• ICT & information literate health &

medical practitioners

• KM Systems

Strategic Thrust 2: Systems

performance & integration

To consolidate existing

applications & network

infrastructure in order to

minimize duplications, cut

maintenance costs, promote

sharing & simplify maintenance

• Gateway e.g. Portal

• ICT Applications

• Enabling Environment – ICT

Infrastructure & Network

Strategic Thrust 3: Enabling

environment

Ensure a balanced enabling

environment‏of‏“hard”‏&‏“soft”‏

structure & infrastructure

• Enabling environment – policies;

culture; ICT infrastructure; people

Strategic Thrust 4: R&D

Culture

Enhance research & innovation

through ICT

• ICT & information literate health &

medical practitioners

• Enabling environment

ICT Applications

ICT Governance

ICT Infrastructure

Change Management

R&D and Innovation

ICT Initiatives & Programs

HR


ACTION PLAN

Initiatives Programmes Activities Target/

Objectives

Critical

Success

Factor

Duration Who To

Perform

Key

Performance

Indicator

(KPI)

1.

2.

3.

4.

ICT STRATEGIC THRUST:_________________________

OBJECTIVES:_____________________________________


COST ESTIMATIONTemplet B6 (iii) Anggaran Kos dan Prioriti

JANGKA

MULA

JANGKA

SIAP

2010 2011 2012 2013 2014 JUMLAH KOS

ONE-OFF

2010 2011 2012 2013 2014 JUMLAH KOS

BERULANG

2010 2011 2012 2013 2014 JUMLAH

ANGGARAN

KOS

KESELURUHAN

1a. Menjalankan

kajian

peningkatan

(capacity

planning)

peralatan

- Membentuk

pasukan kajian

- Menentukan

skop kajian (PSUK

dan semua PDT)

- Menjalankan

kajian

- Mendapatkan

kelulusan hasil

kajian daripada

JKPICT

Jan 2010 Okt 2010 10000 10000 0 10000 0 0 0 0 10000

Menjalankan

kajian

peningkatan

keupayaan

capaian

rangkaian

- Membentuk

pasukan kajian

- Menentukan

skop kajian

- Menjalankan

kajian

- Mendapatkan

kelulusan hasil

kajian daripada

JKPICT

Okt 2010 Mei 2011 10000 10000 20000 0 10000 10000 0 0 0 20000

Melaksanakan

hasil kajian

perolehan dan

peningkatan

- Menyediakan

tender/

sebutharga

peningkatan

infrastruktur

rangkaian

- Menyediakan

tender/

sebutharga

pembekalan/

peningkatan

peralatan ICT :

- Mendapatkan

kelulusan hasil

kajian daripada

JKPICT

Melantik

syarikat

pembekal

Membuat

agihan

Nov 2010 Dis 2011 1700000 1700000 0 0 1700000 0 0 0 1700000

ANGGARAN KOS PELAKSANAAN PROJEK PSTM MAJLIS KESELAMATAN NEGARA (TERAS 1)

1. Pengukuhan tahap keupayaan capaian rangkaian

- Menilai keupayaan rangkaian

- Menilai keupayaan peralatan

Inisiatif 2

PROGRAM ANGGARAN KOS ONE-OFF MENGIKUT TAHUN PRIORITI

PELAKSANAAN

(TINGGI, SEDERHANA,

RENDAH)

AKTIVITI TAHUN LAKSANA ANGGARAN KOS BERULANG MENGIKUT TAHUN JUMLAH ANGGARAN KOS KESELURUHAN MENGIKUT TAHUN


PERINGKAT 3

• AKTIVITI (4)


– Membangunkan Inisiatif dan Program ICT bagi sekurang-kurangnyasatu (1) Teras Strategik;

– Membangunkan Pelan Tindakan ICT bagi sekurang-kurangnya satu (1) Teras Strategik;

– Membuat anggaran kos program ICT bagi sekurang-kurangnya satu (1) Teras Strategik.

• Nota:

– Templet Inisiatif dan Program ICT;

– Templet Pelan Tindakan ICT;

– Templet Anggaran Kos.


Templet Kandungan Dokumen ISP

PRAKATA

RINGKASAN EKSEKUTIF

TERMINOLOGI

1. LATAR BELAKANG PROJEK

Pengenalan

Objektif

Skop Projek

Pendekatan Projek

Carta Organisasi Projek

2. PENILAIAN BISNES AGENSI

Latarbelakang

Visi dan Misi

Objektif

Strategi


Fungsi Utama

Struktur Organisasi

Piagam Pelanggan

Rangkaian Sistem Bisnes

Proses Kerja Fungsi Utama

Faktor Kritikal Kejayaan

Analisis Keseluruhan Bisnes

3. PERSEKITARAN ICT AGENSI

Persekitaran ICT Semasa

Portfolio Aplikasi

Teknologi Infrastruktur

Organisasi dan Pengurusan ICT

Analisis Keseluruhan ICT

Sambungan...


4. RANGKA KERJA STRATEGIK ICT

Teras Strategik ICT

Inisiatif Strategik ICT

Program dan Aktiviti ICT

Penjajaran Inisiatif Strategik ICT dengan Rangka Kerja Peluang ICT Sektor Awam

5. STRATEGI APLIKASI

Peningkatan Aplikasi Berimpak Tinggi

Peningkatan Aplikasi Sokongan Pembangunan Aplikasi Atas Talian

Pembangunan Aplikasi Dalaman

Pengintegrasian Pangkalan Data

Sambungan...


6. STRATEGI TEKNOLOGI INFRASTRUKTUR

Kajian Infrastruktur dan Keselamatan ICT

Pelaksanaan Infrastruktur ICT

Kajian Pusat Data Sokongan

Pembangunan Pusat Data Sokongan

7. STRATEGI PENGURUSAN DAN ORGANISASI ICT

Pemantapan Pengurusan ICT

Penstrukturan Semula Jawatankuasa Pemantapan Organisasi ICT

Pembangunan Sumber Manusia

8. PERANCANGAN IMPLEMENTASI

Pengenalan

Strategi Pelaksanaan

Jadual Pelaksanaan

Implikasi Kewangan

Faktor Kritikal Kejayaan

Sambungan...