Introduction to Public Sector Quality Management Customer Focus For this task, it also related under sub topic

customer focus in which related with this subject In general, customer has two types which are internal and e!ternal "hile dealing with the e!ternal customers, the trainee also needs to recogni#e the importance of his internal customers $hese are the people that work within this organi#ation, maybe directly with trainee or in another department

%rgani#ational &eha'ior Communication $he team of department will need to communicate each other in order to make the Counter Ser'ices daily job runs smoothly in P(M) Shah *lam $he manager will gi'e an instruction to team of department so that e'eryone will listen and follow it *s the employee had learnt in %rgani#ational &eha'iour under topic communications in teams and organi#ations+ it e!plained about the meaning of communications, communications process, problems with communicating through electronic mail and also communication strategies in organi#ational hierarchies Communication is a process by which information is transmitted and understood between two or more people who are often e!pressed non'erbally and 'erbally It is also can be defined as ,any act by which one person gi'es to or recei'es from another person information about that person-s needs, desires, perceptions, knowledge, or affecti'e states. /Shane 0 1linow, 23345 Communication may be intentional or unintentional, may in'ol'e con'entional or uncon'entional signals, may take linguistic or non6linguistic forms, and may occur through spoken or other modes *ccording to the definition abo'e, communication is referred to as the e!change of ideas, concepts and beliefs with the purpose of pro'iding, sharing and passing on information to other people It is similar to a gi'e and take relationship where one listens and the other speaks the other gi'es and the other takes In communication, one can be the speaker and the other listener 7ou can be the gi'er, the partner the taker and 'ice 'ersa $he importance of communication is it helps the organi#ation to know the current issue of what organi#ation is facing "ithout communication, the information from the top management won-t be recei'ed by their employees "hereas with good communication skills, perfect, harmony, unity and success are within reach

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* S"%$ analysis is a planning tool used to understand the Strength, "eakness, %pportunities, and $hreats in'ol'ed in a project or in an organi#ation It in'ol'es specifying the objecti'es of the organi#ation or project and identifying the internal and e!ternal factors that are supporti'e or unfa'orable to achie'ing that objecti'es S"%$ is often used as part of a strategic planning process S"%$ or $%"S is an acronym for Strengths, "eakness, %pportunities and $hreats Strengths need to be maintained, built upon or le'eraged "eaknesses need to be remedied, changed or stopped %pportunities need to be prioriti#ed, captured, built on and optimi#ed $hreats need to be countered or minimi#ed and managed * S"%$ analysis can be 'ery subjecti'e, and two people rarely come6up with the same final 'ersion of a S"%$ analysis It is an e!cellent tool howe'er, for looking at the negati'e factors first in order to them into positi'e factors =se a S"%$ analysis>framework as guide and not a prescription