Page 6 - FINAL REPORT FPN-latest
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6.2 PROSES UTAMA MENYOKONG PELAKSANAAN OBJEKTIF STRATEGIK............................... 37
6.3 PEMANTAUAN DAN PENAMBAHBAIKAN PROSES UTAMA ...................................................... 41
6.4 RISIKO DAN PELAN TINDAKAN .................................................................................................... 42
6.5 AMALAN DAN PEMBUDAYAAN .................................................................................................... 42
6.6 INOVASI PENGURUSAN OPERASI................................................................................................ 43
HASIL .......................................................................................................................................................... 45
7.1 PENGENALAN ................................................................................................................................. 45
7.2 HASIL DARI PELAKSANAAN STRATEGI ...................................................................................... 45
7.2.1 HASIL PELAKSANAAN OBJEKTIF DAN INISIATIF STRATEGIK ......................................... 45
7.2.2 KEBERKESANAN PENGURUSAN RISIKO ............................................................................. 51
7.3 HASIL PROSES OPERASI .............................................................................................................. 52
7.3.1 KECEKAPAN PROSES ............................................................................................................ 52
7.3.2 KEBERKESANAN PROSES INISIATIF UTAMA ...................................................................... 52
7.4 HASIL TUMPUAN PELANGGAN .................................................................................................... 54
7.4.1 KEBERKESANAN PENGLIBATAN PELANGGAN .................................................................. 54
7.4.2 KEPUASAN HATI PELANGGAN .............................................................................................. 61
7.5 HASIL TUMPUAN SUMBER MANUSIA .......................................................................................... 62
7.5.1 KEBERKESANAN PENGLIBATAN SUMBER MANUSIA ....................................................... 62
7.5.2 TAHAP KEGIRANGAN SUMBER MANUSIA ........................................................................... 65
7.6 HASIL DARI PRESTASI KEWANGAN ............................................................................................ 66
7.6.1 KEBERKESANAN KOS ............................................................................................................ 66
7.6.2 PULANGAN PELABURAN (ROI) ............................................................................................. 68
7.6.3 PENJANAAN PENDAPATAN ................................................................................................... 68
PENUTUP ................................................................................................................................................... 69
LAMPIRAN ................................................................................................................................................. 70
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