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/

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

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

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

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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)