THE CIVIL SERVICE OF MALAYSIA: TOWARDS EXCELLENCE THROUGH ISO9000Government of Malaysia, 1996, 225 pp.

This Report on Improvements and Developments in the Civil Service is the seventh in theseries since its introduction in 1990. Its publication is a continuation of the efforts to documentthe progress that has been achieved by the Malaysian Civil Service through theimplementation of administrative reforms from one year to another.

In addition to the increasing needs and expectations of the customer, the challenges arisingfrom the globalized economy and the tremendous development of information technologyhave spurred the Civil Service to upgrade its administrative machinery. Its major mission is toprovide the best possible service to the public at large, while at the same time ensuring aconducive environment to facilitate economic growth and enhance national competitiveness inmeeting the objective of making Malaysia a developed nation by the year 2020.

The reform efforts are geared towards the inculcation of values of excellence in the CivilService such as quality, productivity, innovation, integrity, accountability, discipline andprofessionalism. The programmes that have been introduced emphasize: (a) providing customer-oriented services; (b) improving systems and procedures; (c) streamlining organizationalstructures; (d) upgrading human resource development; (e) enhancing accountability anddiscipline; (f) strengthening efforts at inculcating values of excellence; (g) enhancing the use ofinformation technology and (h) strengthening collaboration with the private sector. These effortsare to be further strengthened in the years ahead.

One important programme recently introduced in the Civil Service was MS ISO 9000. Itsimplementation is expected to bring about a paradigm shift in the system of management andwork culture of the Civil Service. It will enable a more effective quality management system thatemphasizes process management based on principles that will guarantee products and servicesthat meet the needs of the customer. The deciding factor for the success of this programme is thecommitment of all heads of Government agencies to motivate, lead and guide staff in theirrespective agencies to fully implement the requirements stipulated under MS ISO 9000. It ishoped that all Government agencies will focus their efforts on this initiative.

Part of the success of the Civil Service in introducing management and administrativereforms results from increasingly widespread use of information technology. Attention willcontinue to be focused on expanding the use of the latest technology, particularly in terms ofthe efforts made towards achieving a paperless Civil Service and the implementation ofelectronic government as part of the development of the Multimedia Super Corridor (MSC).

The implementation of the Malaysia Incorporated Policy has been successful in establishingcloser ties between the public and private sectors. Both sectors have shown themselves to behighly committed to playing their respective roles in enhancing economic growth and nationalcompetitiveness. The Malaysia Incorporated Policy will continue to be a key national policyand hence should be given due emphasis so that it is implemented more effectively.

Another important aspect that needs to be given attention is in the area of ®nancialmanagement. Each and every public of®cer who is empowered and entrusted to manage publicresources should carry out his or her responsibilities according to established rules andregulations. The Auditor-General's Report continues to point out weaknesses in ®nancialmanagement and accounting procedures. As such, more stringent measures need to beimplemented to further strengthen ®nancial management in Government agencies.

In his introduction to this volume the Chief Secretary states that the implementation ofthese administrative reform efforts should move in step with efforts to assimilate positive corevalues among members of the Civil Service. The assimilation of, and adherence to, such valueswill provide the foundation for the creation of a culture of excellence as well as a clean,ef®cient and trustworthy Civil Service. Hence there is a need for more strategic measures toenhance the assimilation and internalization of core positive values.

The publication of this volume is a welcome addition to the substantial documentation ofMalaysia's reform efforts, which have received prominent attention in this journal in recentyears.

PAUL COLLINS

Book Reviews 551

& 1997 John Wiley & Sons, Ltd. PUBLIC ADMINISTRATION AND DEVELOPMENT, VOL. 17, 541±564 (1997)