1. WORK ETHICS Presentation by: Malam Tijjani Musa Muhammad
HEAD, SERVICOM/INFORMATION UNIT
SERVICOM/INFORMATION UNIT
NATIONAL ORTHOPAEDIC HOSPITAL, DALA-KANO
March 10th, 2017
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Outline
Introduction
Brief description of Servicom and its main activities in NOH, Dala-Kano
What is Ethics?
Characteristics of Work ethics
Ethics self assessment
Work ethics implications
Benefits of Good Work ethics
Work ethics and change management
Change management stakeholders
Conclusion
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Introduction
Servicom was established in 2004 with the singular object to meet the challenge of nationwide service failure.
The Federal Government’s commitment to the provision of Servicom as a programme is to improve service delivery throughout the country.
The NOHD: not exceptional, the Medical Director approved the inaugurated hospital charter of Servicom.
The charter is a tool for facilitating the delivering of services with specialized standard quality within a set time frame with commitment from staff.
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Customer satisfaction is the indication of good service delivery.
Researches indicated that customer satisfaction is driven by the following:
Service delivery -30%
Timeliness – 24%
Information – 18%
Professionalism – 16%
Staff attitude – 12%
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Service delivery carries the highest percentage of 30%
This confirmed that service delivery is the most important to the customer (in here our customers are the patients).
A staff must therefore deliver services with promptness, speed of response, reliability and punctual to the customer.
For all these to be achieved there must be a good Work Ethics in the working place/environment –in our own case- the hospital.
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Work Ethics
As public servants, you should be exemplar's and adhere to moral principles or rules guiding good conduct in your Organisation. These rules are called WORK ETHICS.
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What is Ethics?
“A collection of values and behaviours which people feel are moral”
“Work ethics are a set of standards and rules that are required by an individual for satisfactory work performance”
“To conform to accepted and especially professional standards of conduct”
A positive work ethic is the collection of all the values and actions that people feel are appropriate in the work place
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What is Ethics?
Work ethics have two types:
Personal (i.e. sincerity, respect for the job, regularity, punctuality, seriousness).
Specific to a work situation
Keeping certain information confidential
Maintaining cordial relation with clients
Being prepared to take up new task
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9. Characteristics of Work Ethics cont’d
Attendance
Character
Teamwork
Appearance
Attitude
Productivity
Organizational skills
Communication
Cooperation
Respect
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10. Characteristics of Work Ethics cont’d
Attendance
Character
Attend workplace, arrives/leaves on time
Make advance notice for planned absences
Punctuality
Make work a high priority
Know your schedule
Use an alarm clock/reminders
Get enough sleep
Loyalty,
Honesty,
Trustworthiness,
Reliability,
Dependability,
Initiative,
Self-discipline and
Self-responsibility
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11. Characteristics of Work Ethics cont’d
Teamwork
Appearance
Respect the rights of others
Be a good team player
Be cooperative
Be assertive
Seek opportunities for continuous learning
A person makes their first impression of someone in three seconds
Dress appropriately
Personal hygiene
Good manners
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12. Characteristics of Work Ethics cont’d
Attitude
Productivity
Demonstrate positive attitude
Appear self-confident
Have realistic expectations
Treat others as you would like to be treated
Display customer service attitude
Follow safety procedures
Conserve materials
Keep work area neat and clean
Follow directions properly
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13. Characteristics of Work Ethics cont’d
Organizational skills
Communication skills
Prepare for assignments at home
Prioritize
To-Do list/schedule to keep track of completed and pending tasks
Spend time wisely
Verbal or non-verbal must be clear
To the point
Empathetic
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14. Characteristics of Work Ethics cont’d
Cooperation
Respect
Develop good working relationships
Handle criticism well
Follow the chain of command
Good at conflict management
Good problem solver
Have genuine regards for others
Treat others with courtesy
Respect confidentiality
Deal appropriately with cultural/ethnic diversity
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Ethical?
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Ethical?
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Ethical?
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Ethical?
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Ethical?
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Ethical?
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21. Work Ethics: Implications
As public servants and staff of the NOH, Dala-Kano you have critical roles to play in facilitating and ensuring the availability of choices in the Services you provide in line with your organizations core values.
You should be Customer focused by ensuring that the services you provide are people oriented
Ensure professionalism from the Frontline e. g. Reception to the Management
Ensure that set targets, i.e. promises in the service charter are realistic and achievable.
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22. …Work Ethics: Implications
Ensure performance achievement through monitoring & focusing on improvement
Be proactive in initiating programmes that will enhance service delivery in ensuring that services delivered are cost effective (avoid wastages).
Ensure publication of reliable information on performance achievement for accountability
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23. Benefits of Good Work Ethics
Maintaining good work ethics will accomplish the following goals:
More employable and valuable employees
NOH, Dala-Kano will have workers with desirable work habits
More motivated and attentive workers
Less disciplinary cases
Set the commission apart from the crowd
Build a strong culture of professionalism and excellence
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24. Work Ethics and Change management
The essence of institutionalizing good ethics in the workplace is to bring about a change of attitude which requires change in the way things are being done
The better you manage the change, the less pain you will have during the transition.
Change also requires leadership with open, honest and frequent communication
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25. …Work Ethics and Change management
Good leadership is critical to the success of any change effort.
First, leaders must play a central role in setting the direction for the organization to ensure effective service improvement.
Second, they must maintain sustained leadership throughout the initiative.
Leadership is a cornerstone on which the service improvement process is based.
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26. …Work Ethics and Change management
The leader should be the primary change agent.
The Leader must become the change he wants to see in his team or followers.
The Leader must seek out, inspire and develop the allegiance of the organization's champions and make them role models and catalysts for change.
The Leader’s actions, commitment and level of enthusiasm Should be contagious to other members of his team.
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LAN
ways to I P
NVOLVE
EOPLE
affected by the
Attitudinal C
HANGE Process
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Conclusion
Remember, work ethics is a clear picture of your moral and behavioral values. If you want to leave a good lasting impression, put good work ethic to practice. Not only will it make you feel good about yourself, but it may get you noticed by your employer, and customers/clients/patients.
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29. Thank you for listening…
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30. SERVICOM /INFORMATION UNIT PRESENTATION
Next Week (March 17th, 2017): PINK TEAM (Topic: Management of Aneurysmal Bone Cysts) Fortnight (March 24th, 2017): ENGINEERING DEPARTMENT …Thank You & Have a Nice Day
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