Business and Service Excellence

1. Welcome to the presentation at the Training Workshop for the Senior Executives of Ministry of Works, Transport and Public Utilities Business and Service Excellence 23 January 2013 HASMUKH PATEL CEO, FEA.

2. Presentation Outline • Corporate Planning Framework - Vision and Mission, Values, Key Strategic Areas and Objectives, Action Plans, Budgets and Performance Management System • Risk Management and Compliance • Business Performance • Change Management • Systems and Procedures • Communication • Customer Service and Commitment • Quality Focus • Leadership and Organizational Culture • Innovation, Technology and Passion

3. Corporate Planning Framework

4. Key Strategic Areas…an example

5. Strategic Objectives….an example • Improve customer focus and service • Aim to achieve at least 2.5% Return on Shareholder Funds (ROSF) • Provide 90% of energy through renewable sources by 2015 • People Strategy – Enhancing productivity through the implementation of Performance Management System (PMS), improving staff satisfaction and ensuring optimum human resource capacity and skills. • Develop and implement Enabling strategies for all FEA strategic business activities • ICT strategy • Risk Management strategy • Supply Chain strategy • Land Management strategy • Legal strategy • Environmental strategy

6. Risk Management and Compliance • Risk Management • Identify risks • Assess and prepare a Corporate Risk Register • Mitigate and Monitor • Update and Maintain in an on-going manner • Compliance • Legal compliance to Laws of Fiji • Regulatory compliance • Technical compliance to Standards • Safety compliance • Environmental Compliance

7. Business Performance • Identify critical business parameters to monitor as per the Corporate Business Plan • Weekly and Monthly monitoring against budgets/targets • Take corrective action as required after the review of these parameters to meet or exceed the targets • You can use Dashboards or Real-time Systems to monitor critical parameters e.g. Scada, Contact Center, Fuel Prices, Exchange Rates and Dam Levels

8. Change Management • The only thing constant in life is – CHANGE and is inevitable • Therefore, the Business entity needs to be ready and prepared to incorporate these changes to ensure sustainability and competitive edge • As an example – the fuel prices suddenly increases due to GFC and devaluation of Fiji Dollar ..what did FEA do?

9. Systems and Procedures • Establish proper Systems and Procedures • Ensure smooth and efficient running of day to day operations • Documentation of procedures, training of all staff on the procedures and ensure everyone follows them • Audits to be conducted regularly to ensure compliance to procedures and systems and to detect any shortcomings

10. Communication – Internal and External • Establish proper communication channels using appropriate reporting systems and ensure regular meetings/updates etc • Update the staff on a regular basis regarding Business Performance • 99% of the problems in any organization arise from lack of communication or miscommunication

11. Customer Service and Commitment • The Business does not exist without customers and therefore “the customers are Kings and Queens” • Establish proper Customer Service Standards/Levels and ensure resources are made available to meet these standards together with appropriate and regular training to all concerned staff • Monitor and devise methodology to obtain feedback from customers on a regular basis to improve the same

12. Quality Focus • The Business does not survive without continuous quality improvement • Develop methods and maintain quality focus at all times • International Standards Organization (ISO) standards are to established and to be benchmarked against the regional and/or global entities of similar nature • This should apply to raw materials, processes, finished product/service across the organisation

13. Leadership and Organizational Culture • The Corporate Leadership must be competent and be constantly trained with continued development • Establish a culture of service and quick response to customers and stakeholders on all matters of business • Leaders should walk the talk and set an example to all staff in business acumen and service excellence

14. Negotiation Skills • Most Government organizations and Ministries bind the Government in various binding contracts for projects and works • These contracts have to be negotiated in a manner which will not put the Government at risk or loss • Commercial focus and knowledge of business and the environment is crucial for successful negotiations

15. Innovation, Technology and Passion • Any organization that does not innovate -- is a rotting and dying organization • Encourage everyone to think outside the box and come out with ways of doing things differently and better-cost effective • Put Innovation as a part of PMS • Technology – brings a lot of optimization in various aspects of business and hence tap into its potential..look at other organizations doing similar things/business • Finally, no success is achieved without PASSION and DETERMINATION. – “where there is a will, there is a way” • This is the single most important factor which runs through all aspects of Corporate Governance and Business Management • Excellencecan be achieved only by PASSION and DETERMINATION

16. Thank You Comments, Questions and discussions…