WHY RECORD MANAGEMENT IS IMPORTANT? RECORD MANAGEMENT ADVICES MANAGEMENT OF BUSINESS RECORDS "ALWAYS DELIVER MORE THAN EXPECTED" WHAT ARE THE STRATEGIES IN BUSINESS? RECORDS MANAGEMENT PROCESSES BUSINESS CONTINUITY PLAN EFFECTIVE CUSTOMER SERVICE
THE BUSINESS MAGAZINE IS POSITIVELY PACKED WITH THE INFORMATION OF BUSINESS RECORDS MANAGAMENT. IT'S COLORFUL AND MEANINGFUL WITH ENTERTAINING READING AFTER PUTTING ALL TOGETHER, WE HOPE ALL OF THE READERS ENJOY READING IT! MOHD HAZZIMAN BIN HOT 2021756835 17 DECEMBER 2000 JANUARY Edition | 2023 page 1
NUR FAKQHIRA AFRIENA BINTI LATIF 2021113051 19 MARCH 2000 NOW THAT I'M COMPLETELY DESIRING FOR OUR READERS TO BE ABLE VISUALIZE OUR GENUINE AND EFFORT, I BELIEVE WE CAN DISPEL THE PRECONCEIVED NOTIONS THAT THE MAJORITY OF PEOPLE WOULD HAVE ABOUT THIS FIELD. DEAR READERS OF THE BUSINESS, PLEASE ACCEPT MY DEEPEST GRATITUDE FOR YOUR SUPPORT AND HAVE FUN READING! JANUARY Edition | 2023 page 2
THIS E-MAGAZINE WAS DEVELOPED BY THE COLLABORATIVE EFFORTS OF MY GROUP MEMBERS AND MYSELF, WHO GAVE THEIR TIME AND IDEAS TO THE CREATION OF THIS E-MAGAZINE. I HOPE THAT THIS MAGAZINE IS A SUCCESS AND THAT ITS READERS GAIN NEW KNOWLEDGE AND ADVANTAGES FROM IT. ZARITH AMISYA BINTI KUSHAIRI 2021921763 26 SEPTEMBER 2000 JANUARY Edition | 2023 page 3
E-MAGAZINE IS PRODUCTIVITY AND HOPE IS RELATED. I BELIEVE THAT ON THE DAYS WHEN YOU ACHIEVE THE MOST, YOU HAVE A CLEAR UNDERSTANDING OF YOUR OBJECTIVES AND THE DRIVE TO MAKE THEM COME TRUE. PRODUCTIVITY GAINS RESULT IN POSITIVE BUSINESS OUTCOMES. NUR MUSFIRAH BINTI AZIZ 2021917871 1 JUNE 1999 JANUARY Edition | 2023 page 4
THIS E-MAGAZINE GIVES US A LOT OF KNOWLEDGE THAT CAN BE APPLIED. I WOULD ALSO LIKE TO EXPRESS MY GRATITUDE TO MY TEAM MEMBERS FOR THEIR SUGGESTIONS AND FOR PROVIDING THE NECESSARY INFORMATION REGARDING THESE E-MAGAZINES. I HOPE YOU FIND OUR MAGAZINE ENJOYABLE. ANNIE ARUN 2021171825 17 NOVEMBER 2000 JANUARY Edition | 2023 page 5
CONTENTS AUTHOR'S PAGE TYPES OF BUSINESS IN ORGANIZATION DEFINITION OF RECORD MANAGEMENT ADVERTISING 2 MANAGEMENT IN ACTION ADVERTISING 1 WHY STAKEHOLDER IS IMPORTANT IN ORGANIZATION? WHAT YOU NEED TO KNOW ABOUT STRATEGIC BUSINESS RESOURCE TYPES OF BUSINESS RECORD JANUARY Edition | 2023 page 6 TITLE 1 - 5 ADVERTISING 3 STEPS INVOLVED IN BUSINESS ANALYSIS PROCESS WHY YOU SHOULD HAVE TRAINING IN RM? TIPS FOR TRAINING IN RECORDS MANAGEMENT EVERYTHING YOU NEED TO KNOW ON COMPLIANCE WITH LEGAL CRITERIA LEADS TO RM 7 RECORDS MANAGEMENT CROSSWORD IMPACT OF MANAGING RECORDS AS A STRATEGIC RESOURCES 8 9 10 11 12 13 14 - 15 16 17 18 19 20 21 22 23
CONTENTS DISASTER RECOVERY OPERATIONS ADVERTISING 5 ADVERTISING 7 ADVERTISING 8 ADVERTISING 6 BUSINESS CONTINUITY PLAN EFFECTIVE CUSTOMER SERVICE CUSTOMER SERVICE CROSSWORD PUZZLE DETERMINANTS OF SERVICE QUALITY WHY QUALITY CUSTOMER SERVICE IN ARCHIVES AND RM? CHALLENGES TO PROVISIONS OF QUALITY CUSTOMER SERVICE ADVERTISING 9 BUSINESS MANAGEMENT WORD SEARCH RECORDS MANAGEMENT PROCESSES DISASTER RECOVERY PLANNIING JANUARY Edition | 2023 page 6 TITLE 24 - 27 25 28 29 29 - 30 32 34 35 36 37 38 31 33 36 39
DEFINITION OF RECORD MANAGEMENT what is management? The coordination and administration of tasks to achieve a goal is referred to as management. Such administration activities include developing the organization's strategy and coordinating staff efforts to achieve these goals through the use of available resources. Management can also refer to the seniority structure of employees within a company. To be an effective manager, you must master a variety of skills such as planning, communication, organization, and leadership. You will also need a thorough understanding of the company's objectives and how to direct employees, sales, and other operations to achieve them. THE BUSINESS Monthly Magazine Author : Mohd Hazziman, 2023 What is business record and business management? Business records management is a mandatory requirement to manage and comply with the business's compliance procedures required by the competent state agency as well as facilitate the effective and stable business administration. They have complete control over the business records, from creation to disposal. A business record can be an event or implementing the necessary, a document, or a log. Whatever the type of document or record, a record is the final and irreversible version, hence the term "record." The retention, maintenance, and destruction of business records is referred to as records management. Retention schedules are determined by either federal or state law, or by company standards. JANUARY Edition | 2023 page 7
Explanation THE BUSINESS Monthly Magazine JANUARY Edition | 2023 page 8
TYPES OF BUSINESS RECORD Records pertaining to the agency's inception, growth, activities, and accomplishments. These are classified into two types: policy records and operational records. The records mostly used in a daily operation of any business organization. The administrative records can be a minutes of meeting, correspondence inward and outward and daily reports 1. ADMINISTRATIVE 2. LEGAL Records of legal value also include that provide proofs of the State's legally enforceable rights or responsibilities. The example of legal records are contract agreement, licenses, appeal records, basic state personnel records and also records relating to citizenship rights such as birth, marriage status and criminal cases for evidence of the organization 3. CORPORATE The kinds of documents that an organization must have in order to perform its fundamental duties in a way that is compatible with the law are known as vital records. As a result, they may come in a variety of formats, including historic charters, estate records, insurance certificates, staff payroll data, and emergency after-hours contact information for important staff. Author : Mohd Hazziman, 2023 THE BUSINESS Monthly Magazine JANUARY Edition | 2023 page 9
4 TYPES OF BUSINESS IN ORGANIZATION 1. SOLE PROPRIETORSHIP A sole proprietorship is a company that is owned and operated by one person for their own gain. It is the simplest and most typical type of business ownership. Because the owner's decisions determine whether the business will continue to operate, when the owner passes away, the business also ends. The advantages are the owner will be entitled to all profits and little regulation of proprietorships 3. PARTNERSHIP In a typical partnership, both partners contribute their time, resources, labor to the company and are jointly and severally liable for all financial obligations. In other words, even if you contribute a small amount to a general partnership, you could still be held liable for the partnership's whole debt. A legal agreement between the partners is necessary for limited partnerships. A certificate of partnership must be submitted to the state as well. Limited partnerships let participants set a ceiling on how much of the company's debts they are personally responsible for paying. The advantages are sharing resources increase the capital available to the business and each partner receives a portion of the business earnings. 2. CORPORATION 4. COOPERATIVE Corporations are taxed as independent entities and are legally considered persons whether can be a public or private organization. The revenue delivered to shareholders through dividends or earnings is then taxed again as the owners' personal income. The advantages are It is not possible to take personal assets to pay off commercial obligations and may be pretty simply transferred to new owners It is a form of the business ownership in any of group of sole proprietorship or partnership which to agree to work together for gaining of commit benefits of two parties. It is limited to serve the specific need of its members. The advantages is limits the owners of the business's liability for debts or losses Author : Mohd Hazziman, 2023 THE BUSINESS Monthly Magazine JANUARY Edition | 2023 page 10
THE BUSINESS Monthly Magazine JANUARY Edition | 2023 page 11
Without stakeholders, projects would not exist. Project benefits from including stakeholders might be numerous. They have the ability to participate in decision-making and have an impact on organizational behavior that benefits the project management team. Investment from stakeholders may be a useful information source for relationshipbuilding as well as education. In the realm of project management, developing positive relationships is essential, and interacting with powerful organizations boosts the likelihood of success. Why Stakeholder is important in Organizations? Stakeholder management that is effective is a crucial component of every successful firm. Stakeholders are people, groups, or organization that might influence or be affected by the project's result. Today's most successful businesses prioritize building strong bonds with all of its key stakeholders, whether they are clients, suppliers, staff members, or shareholders. Stakeholder management is the proactive and efficient management of these vital connections. But in order to effectively manage these numerous stakeholders, each of whom has a unique set of expectations and wants, a methodical strategy is required. An excellent instrument for managing stakeholder relationships systematically at many levels is effective communication. Because dealing with people (i.e., stakeholders) and developing appropriate messages for information exchange (communication) is challenging due to people's unpredictable behaviors, communication. Stakeholder engagement processes and practices are frequently referred to as "soft." It is also challenging to develop objective (tangible) methods for tracking progress or even achievement in effectively engaging stakeholders. - Rajhans, K. (2018) Effective communication management: A key to stakeholder relationship management in project-based organizations WHY IMPORTANT? Author : Mohd Hazziman, 2023 Monthly Magazine THE BUSINESS JANUARY Edition | 2023 page 12
Management In Action Management in action is the process of starting a plan and seeing it through to completion. Knowing which activities and outcomes are crucial is the first step in using available resources to produce outcomes that are in line with the organization's objectives. In order to get outcomes, action management also involves managing change. It entails having the flexibility to adjust to shifting priorities, successfully handle ambiguity, and operate in a dynamic environment. 1. Can helps in achieving organization goals. In order to accomplish goals, it organizes the production components, assembles and organizes the resources, and integrates the resources in a useful way. 2. Able to optimized Resource Utilization. It uses specialists and professionals whose services enable effective exploitation of their talents 3. Reduces costs. With careful preparation of production and marketing, it can avoid any problem that can related to cost of produce the product or service. Management in action consists of four actions which are marketing. production. financial management and personnel. It is a procedure used in marketing to explain to customers the value of a company's product or service. The management procedure in charge of recognizing, foreseeing, and meeting consumer needs profitably. For production, the process by which its produce a finished product from raw material. The role is to ensure that the transformation process is carried out efficiently. There are divide to three categories which are the manufacturing process of the product, service activities and advisory activities. Why Management in Action is Important in organization? Next is financial management, it is the area of business concerned with allocating the available financial resources so as to maximize corporate success and return on investment (ROI). Professionals in financial management arrange, plan, and manage all corporate transactions. Typical accountant in organization was employed to establish a sound system of bookkeeping, establish a system of internal audit and prepare a final report of account. And for the personnel, the success of the organization depends upon the effort of its employees which the workers must doing their right job, good trained, motivated of their job and people are protected from any danger and unnecessary hazard. Author : Mohd Hazziman, 2023 THE BUSINESS Monthly Magazine JANUARY Edition | 2023 page 13
What you need to know about Records are considered a strategic resource since they may be utilized to enhance the efficacy and productivity of an organization. This makes them a resource that will be valuable in the future. When considered a strategic resource, information resources exhibit some sense of value and have significant ties to the firm's resource-based viewpoint. Organizations must comprehend the importance of the information to their daily operations. Information that has been converted into record formats and other media transactions can assist organizations in satisfying their standards-based recordkeeping needs while preventing them from going down the incorrect path. Information management is crucial in the current knowledge-based economy. The company's resources seem to include information as one of its key assets. This information needs to be stored in a way that helps the documentations in the right way, whether it takes the shape of papers, reports, procedures, manuals, paper work, memos, letters and correspondences, etc. In order to improve quality and make records management activities more helpful and always available whenever needed, records issues must be handled with the highest control, systematicity, and with suitable processes. Author: Afriena Latif Facts of Records as a Strategic Business Resource JANUARY Edition | 2023 page 14
What does the link between business analysis and the record management? "Business Analysis Helps Businesses Do Business Better." Business System Analysis and Records Management The corporate landscape of the 21st century is one of swift, ongoing change, mostly due to the stunning pace of recent technology breakthroughs. The way we live and work is changing as a result of innovations, and organizations must be prepared to adapt to these shifts or risk falling behind. Business analysis is the process of identifying a company's requirements, completing activities to ascertain those needs using specialized approaches, and then advocating adjustments and offering solutions that provide value for the stakeholders. The instrument for conducting a business system analysis is record keeping. It is a source of information that has made business system analysis possible. Business system analysis is crucial to boosting an organization 's efficiency. In order to maintain its records effectively, a company must engage in a wide range of tasks. The documentation shows the informational inputs and outputs of the numerous transactions that are a component of the dynamic operations of organizational systems. In contrast, the documentation of every transaction serves as a source of information for business system analysis. Strategies that you can use as t0 get a Strategic Business Resource in Records Author: Afriena Latif "We can't solve problems by using the same kind of thinking we used when we created them." Source: https://theecmconsultant.com Each record has a lifespan, which might be a few days or indefinite. How long a document must be kept to accomplish legal, administrative, monetary, and historical obligations determines its lifetime. A record must be effectively controlled and governed throughout this process throughout the life of its presence. The term "records lifecycle" describes the phases that each record must go through and be handled throughout its lifetime. Each phase has its own regulations and processes. S t r a t e g i e s 1 JANUARY Edition | 2023 page 15
JANUARY Edition | 2023 page 16 2023
The final stage is to confirm that a strategy can achieve the goals of the stakeholders. Thus, it also explains how the business analyst may examine the accuracy of a suggested solution and indicates how to examine any implementation flaws. LOOK, LEARN AND DO Author: Afriena Latif Business analysis is crucial for every organization since it aids in detecting any weaknesses and problems, assists in the implementation of appropriate remedies, and supports in the ongoing monitoring of outcomes based on the data they gather. As to accomplish a better and sustainable business analysis, there are six business analysis process that can be used before doing the analysis on business records. What you need to know? 1.Enterprise Analysis You must specify the duties and resources involved in managing and planning of criteria in this phase. By doing so, you may make sure that the activities you carry out are suitable for the particular job at hand. It's crucial to precisely and consistently record changes. 2. Requirements planning & Management 3. Requirement Elicitation 4. Requirement Analysis & Documentation 5. Requirement Communication 6. Solution Assessment & Validation Emphasizes on comprehending the requirements of the business as a whole, its strategic objectives, and defining the activities that will enable the organization to achieve those goals. The actions that can be applied enable for the preparation of the decision package and the business case. Finding and obtaining the needs of a system from users, consumers, and other stakeholders is what the requirement elicitation process entails. In this phase, stakeholders are required to analyze, organize, and specify the design and execution of a solution. You can establish the procedures and equipment required to organize the unstructured data with the guidance of requirements analysis. The actions for expressing and conveying are the results of the requirement analysis which is make up on this phase. In addition, each need must be compiled, examined, and authorized before the solution can be put into practice. It also pattern recognition for maintaining that stakeholders agree on the requirements and their implementation. JANUARY Edition | 2023 page 17
Author by Afriena Latif STRATEGIES 2 One of the more challenging tasks is the record management profession; it requires certain education and expertise. The record Centre has been developed as the primary source of information authorities in the majority of modern nations. As a result, the staff at this records Centre are highly skilled in the field of record management, and some universities have made a field available to students who are interested in and qualify for enrollment in the subject. However, the majority of organizations who hired record management employees experienced issues with workers that had a poor grasp of recordkeeping and were required to send them to training. "what do you understand about records training?" In order to handle records effectively, an organisation must select employees that are capable, skilled, and knowledgeable in this area. Some businesses are reluctant to spend money on education and training because they won't see a return on their investment. Having effective employees with important information would help a business in numerous ways, including reduced hiring costs for less qualified people, reduced need for overtime work, and many other benefits. TRAINING FOR RECORDS MANAGEMENT PROFESSIONALS Records management training is a programmed created to instill knowledge in an organization's staff and managers. Records management training modules can be specially created to meet the demands of the organization, or the training can be outsourced to a qualified authority. Educating teams and departments about retention schedules Administration, preservation, retrieval, and protection of files When and how documents should be destroyed while keeping in mind legal and regulatory requirements The best practices for email correspondence Guidelines for official contact outside of the building An instruction manual for maintaining important documents Typical records management training comprises, although it is not restricted to; An instructional manual for record archiving Records management security prevents data/information leaks, spying, and other risky threats. Why You Should Have Training in Records Management? The benefits of incorporating records management training into your business is; Records have the function of advancing departmental workflow. Workload will undoubtedly be accelerated when company people are aware of the information they possess, where it is stored, and how prolonged it will remain accessible. Streamlining Workflow Augmented Company Security Staff will be more sympathetic to the system if they are aware of the restrictions placed by the firm on accessibility, distribution, or cooperation pertaining to certain records or data. The staff will feel morally obligated to follow the RM regulations because they will see the reasoning behind them. Your teams will eventually take on the role of corporate information security stewards. JANUARY Edition | 2023 page 18
What to do for training on Records Management? Benefits of BSA to Records Manager Guiding the implementation of new records management rules and categorization systems. Monitoring the management of information that is electronic or paper-based. Providing guidance on matters pertaining to legislation Giving staff members in other departments guidance on how to maintain their records and information. Making sure that all the legal and regulatory standards are followed Create a thorough manual outlining the topics on which the staff must get training. Wherever appropriate, the Record Managers should ideally be invited to provide input. Your learning and development department has to be informed on how to teach teams in the most efficient manner possible without overwhelming them with knowledge. Conduct the training in accordance with the schedule's appropriateness. Make sure Record Managers offer their comments in the sessions as well. Cover up the sections on records security and records keeping if your timetable is particularly rigid. Follow this tips... Analysis of business processes aids the records manager in; Specify the information that circulates throughout an organization, and as a result, describe how records are transferred between people and departments within those organizations. Describe the information or documents that can assist business processes. Avoiding unnecessary details Establish the connections between all records or the information Construct records retention and destruction schedules Identify vital documents, Identify records of permanent value Build categorization and filing structures for records. By Afriena Latif JANUARY Edition | 2023 page 19
By Afriena Latif EVERYTHING YOU NEED TO KNOW ABOUT COMPLIANCE WITH LEGAL REQUIREMENTS IN MANAGING RECORDS Cooperation with legal requirements or pertinent rules entails assuring compliance with records management policies, confirming, for instance, that the business is in line with the records retention schedules set forth by law. It is possible to maintain records without the use of an enterprise content management system, although doing so is substantially more difficult (particularly if the documents are in digital format). It goes without saying that every firm must, on a daily basis, comply with laws and regulations. Records management systems assist businesses in putting out, implementing, and developing the appropriate policies and processes since failing to comply with rules can result in severe consequences and jeopardize the organization's survival. When violations of the law are found, electronic records management systems assist in reducing financial liability and the danger of litigation. We can execute any audit or inspections with greater solvency and efficiency if we have a document management system. In addition, it is becoming more difficult to adhere to the expanding number of legal and regulatory rules. "Our goal is to set the gold standard when it comes to compliance." - Cathy Engelbert JANUARY Edition | 2023 page 20
Establishing compliance should not be considered a "necessary evil," nevertheless. In general, compliance laws are in place for very good reasons. To improve the quality of service and reputation of the sector, either prior best practices or an untoward incident in the field compelled the development of compliance regulations. WHAT DOES THE REGULATORY REQUIREMENTS NEEDED? Authenticity By Afriena Latif ATTENTION! YOU NEED TO KNOW THIS! “Control leads to compliance; autonomy leads to engagement.” ― Daniel H. Pink Compulsory guidelines for conduct Clearly defined societal norms on appropriate conduct for the particular industry or organization Voluntary standards of ethics and behavior CRITERIA THAT LEADS TO THE RECORDS MANAGEMENT Reliability Usability Integrity If it is possible to confirm that a record is still precisely as it was when it was initially sent or saved for later use, it is considered authentic. Elements that may be relied upon in the course of resultant transactions or activities as an accurate and comprehensive portrayal of the transactions, activities, or facts they refer to. A record that can be found, accessed, displayed, and interpreted is one that is usable. A record's integrity is defined as its completeness and authenticity. An official record must be shielded against unauthorized alterations. JANUARY Edition | 2023 page 21
JANUARY Edition | 2023 page 22
Economically Impacts Nowadays, every firm is aware of the need of implementing strong records management practices. This is because effective record management allows a practice to profit greatly from time savings, improved productivity, and other advantages for their unit. By Afriena Latif Through effective record management, one may undoubtedly cut operational costs, and an orderly file system can reduce the amount of time spent processing records. For effective financial management, accountability, and integrity, a records management system must be of high caliber. Others exchange a lessening in time needed. An effective filing system may speed up the retrieval and transmission of information to consumers. Ensure Accountability Records serve as the bedrock on which accountability is built. Organization management requires recorded documentation. In order to satisfy the requirements of corporate responsibility and to fulfil their own information requirements, all companies are required to maintain records of business choices and transactions. Failure to satisfy accountability and other organisational needs will be a result of poor record keeping. Support Better Management By providing efficient resource management, creating a strategy plan, making wise decisions, and reducing litigation risk, greater management support may help a business function seamlessly and efficiently. Managers and executives might benefit from having easy access to the information they need with the use of a records management platform. Furthermore, it prevents the destruction of control records. By allowing for the systematic and routine destruction of documents in the regular course of business, a systematic records management programmed can decrease the liabilities related to document disposing. JANUARY Edition | 2023 page 23
RECORDS MANAGEMENT PROCESS IN BUSINESS ORGANIZATION Records have a life cycle that includes creation, dissemination, usage, upkeep, and disposal. Dictation, electronic mail, voice mail, facsimile machines, and other communication delivery systems are used to produce records both within and outside of a corporation. Records must be communicated to those who require the data in order to be helpful. Records are kept for the purpose of reference, decision-making, legal purposes, or answering queries. As a result, records must be appropriately kept, secured, and maintained. Records that are no longer regularly utilized are archived, discarded, or destroyed. 1. Well-defined goals and objectives that all employees understand. 2. Develop, approve, and implement records policies, such as a categorization system and a records retention policy. 3. Create a records storage strategy that incorporates both short and long-term archiving of physical and digital data. 4. Coordinate record access and circulation inside and outside of an organisation. 5 Implement a retention policy to archive and delete documents in accordance with operational requirements, operating procedures, laws, and regulations. 6. A well-trained workforce Records life cycle :- a)CREATION b)DISTRIBUTION c)USE d)MAINTENANCE e)DISPOSITION A SYSTEMATIC RECORDS MANAGEMENT PRACTICE SHOULD INVOLVES ALL OF THE FOLLOWING ACTIVITIES Author : Amisya Kushairi, 2023 The whole history of life is a record cycle. JANUARY Edition | 2023 page 24
Business Conference 2023 REGISTRATION 02 May,2023 8:30am 019-9262609 [email protected] REFAL HADY SPEAKER JANUARY Edition | 2023 page 25
he method of managing records systematically, according to ISO 15489 (2001), includes (1) capture, (2) registration, (3) classification, (4) access and security classification, (5) identification of disposition status, (6) storage, (7) usage and tracking, and (8) implementation of disposition. T CLASSIFICATION A business-related classification system may provide a systematic foundation for records management. Analysis for the aim of creating the business activity categorization examines all of an organization's activities and places them within the framework of the organization's state or mandated mission or purposes. A categorization system offers a mechanism for an organization to: 1. Organize, characterize, and link its records. 2.Connect and exchange transdisciplinary records with the organization, either internally or outside. 3. Improve access, retrieval, and dissemination of its records as needed. INDEXING Indexing is the mental process of deciding the file segment in which a record should be kept or the placement or listing of objects in an order that adheres to a specific system. 1. Indexing name for purposes of filing 2. Section off the filling section into filing units. 3. Determine the filing unit order CAPTURE Capture is the process of deciding whether or not to make and keep a record. Correspondence and memoranda are examples of documents made and received by the organization. It entails selecting which records should be captured, which requires deciding who should have access to those papers and how long they should be kept. REGISTRATION The goal of registration in those systems where it is utilized is to give proof that a record has been produced or captured in a records system. It entails entering brief descriptive information about the record into a register and providing unique identification to the record. RECORDS MANAGEMENT PROCESSES THE BUSINESS, MONTHLY MAGAZINE Author: AMISYA KUSHAIRI JANUARY Edition | 2023 page 26
"Start your day to count your blessings and be grateful on the things you already have." Photo credit Ina Heeginie / The Business STORAGE Storage is essential in the management of company documents. Records cannot be stored or kept for as long as they are required without effective storage. Appropriate storage conditions guarantee that data are safe, accessible, and costeffectively handled. As a result, it is critical that storage options be integrated into the entire records management program. In addition to physical storage conditions, the appropriate location, environmental control, security needs, and constraints should be considered while selecting a storage place. The 3 basic factors for selecting storage supplies and facilities are as follows: 1. Need for storage supplies and equipment 2. Facility consideration 3. The cost realized. Cost of supplies storage and equipment After all other factors have been considered, the cost and budget of the organization may be the last determinants of which equipment and supplies may be purchased. The cost of the anticipated equipment acquisition makes it a reality. Construction and material quality are vital; poorer materials or lightweight stock may necessitate frequent and costly replacement. Access and security classification A legal instrument that establishes the rights to access and the rules of restriction applicable to records is a vital tool for all organizations that consist of all sizes to manage information. The larger the complexity of the organization and its commercial and legal requirements, the greater the necessity for standardization of methods for applying access and security categories to documents. Identification of disposition status At the moment of capture and registration, many records systems, particularly electronic records systems, specify the disposal status and retention term of the record. Determining what data should be captured and how long they should be preserved is most successful when done in a methodical and lawful manner. Identifying disposition status is frequently possible before records are generated, before recordskeeping systems are built, before disposal, and whenever necessary. As part of the system architecture, the procedure can be connected to activity-based classification and automated. Access to records may be restricted to protect: 1. personal information and privacy 2. intellectual property rights and commercial confidentiality 3. security of property (physical, financial) 4. state security 5. legal and other professional privileges. JANUARY Edition | 2023 page 27
JANUARY Edition | 2023 page 28
BUSINESS CONTINUITY PLAN Unexpected disasters like fire, stock damage, theft, system failures, and other potential disasters can have an impact on a business organisation. Such catastrophes may have an impact on how the business is run as a whole. After then, business failure will occur. An business can, however, lessen the effects of the issues by anticipating them and making plans for the unforeseen. Defined as an instant action performed by an organisation with the intention of reducing more losses and starting the recovery process. Numerous initiatives and plans have been put in place to restore crucial business operations and restore the organisation to stable conditions. Employees must be able to start the process of an efficient reaction right away by creating a recovery plan before the event. Disaster recovery planning Disaster recovery OPERATION When a disaster strikes, disaster recovery requires enough operational and technical support to minimise downtime and ensure that business activities restart as soon as possible. 1. Safety and security 2. determining the extent of the facility and record damage 3. Stabilising the environment 3. 4. Building and storage area rehabilitation 5. Constant record preservation 6. The restart of operations Chapter 4 JANUARY Edition | 2023 page 29
DISASTER recovery O P E R A T I O N 2023 S ecurity and Safety is a Make sure the person inside is safe. Moreover make sure the structure is secure because the fires are out and the immediate hazards have passed. Examine disaster areas for any potential hazards that may be disguised, such as shorter motors or frayed electrical cords. Disconnect any electrical appliances and turn off the electricity if water is present. If not, there can be an electrical hazard that could be dangerous. Avoid using electrical equipment near standing water and wet carpets since they can be dangerous. Correctly instal and utilise temporary wiring. Wet documents are heavy, so use caution while opening cabinets or picking up storage containers. Due of the health risks posed by bacterial and fungal species, wear gloves and face masks. Use cleaning products, buckets, and, if available, wet/dry vacuum machines to get rid of any water that may be present. To purify and maintain air circulation, use air conditioners, fans, and dehumidifiers. To get rid of any pockets of stagnant air, the affected area needs to be ventilated with air.Reduce the temperature to below 18°C and the relative humidity to below 65% to lessen the risk of the growth of mould and mildew. To measure the temperature and relative humidity, instal thermometers or monitors. Temperature and humidity levels should be continuously checked.If any carpets or under padding have water damage, remove them immediately. The environmental factors affecting the records need to be stabilised; Rehabilitating Storage Area and Building Before returning the records, clean and sanitise the stacking space as well as any shelving or other sorts of storage. Make that the head of the emergency team has approved the use of any chemicals for sterilising the stack regions. Fix or replace any broken shelves or other storage components. Verify that the facility's areas, including the shelving, are entirely dry. Make sure that all areas, especially those used for records storage, have stabilised environmental conditions, including air circulation. Make that the building's physical structure has been rendered safe and that all required support systems and services are up and running. Verify that all servicing and repairs have been performed satisfactorily and lastly verify the efficiency of all security measures. JANUARY Edition | 2023 page 30
JANUARY Edition | 2023 page 31
Ensuring the Ongoing Protection of the Records When the Records Were Returned to Storage Complete all record-related treatments, including cleaning and drying. If they are clean and have dried completely, examine them for mould and mildew before putting them back in storage. Keep track of all the documents that are returned to storage spaces. In order to identify any missing things and pinpoint their position, combine lists of records that were returned with lists of records that were removed during the emergency or disaster. To guarantee that there is no breakout of mould and mildew, continue to routinely inspect the stack area and records. Take all necessary steps to get rid of any visible mould and mildew. Until the mould issue is under control, always remove affected documents from the storage location and keep them segregated. Holding post-mortem meetings will help you identify and examine the reasons of the emergency or tragedy. Create an indicator report or equivalent briefing notes on the emergency or disaster for agency chief. For the future, take preventative measures. The emergency plan should be adjusted in light of any potential advancements or adjustments that have been made or that are required to the emergency planning procedure. Make sure the emergency supplies are refilled and add anything necessary. Create a plan to return the disaster area and the damaged items to a stable and usable state. Set priorities for restoration work, consult a conservator about the best strategies and solutions, and get price quotes. Return to Operations Create a phased conservation approach when working with huge amounts of resources. Items that are not worthy of preservation should be taken out, and those that don't warrant special preservation measures should be replaced or rebound. Speak to the insurers and restore and clean up the disaster file. JANUARY Edition | 2023 page 32
JANUARY Edition | 2023 page 33
The provision of high-quality service is included in customer service in order to keep customers happy, devoted, and returning. It is the delivery of a high-quality service that goes above and beyond what the client requested. Effective customer service is determining what the customer wants, prioritizing it, and delivering as much of it as possible. Customers should be happy with an organization's services to the point where they will promote and recommend it to others. The reason that providing good customer service is important is because it fosters positive customer relationships, which are essential to a company's or organization's success. Customers who are not pleased with the business may stop communicating with it altogether, which could result in a decline in sales. Customers are the ultimate arbiters of what constitutes quality customer service because they set the standards for it. Customers typically assess service quality by contrasting their perceptions of the service they receive with their expectations for the service. Effective Customer Service Author: Annie Arun JANUARY Edition | 2023 page 34
Customer Service communication customer loyalty highstandards product knowledge reputation complaints extramile jobsatisfaction profit service customer expectations firstimpressions price repeat business wordofmouth JANUARY Edition | 2023 page 35
DIMENSIONS/ DETERMINANTS OF SERVICE QUALITY Implies possession of the required skills and knowledge to perform the required service. Qualification, professional training and skills of providing customer service are essential in providing quality customer service. RELIABILITY Involves the ability of the service provider to perform the promised service dependably and accurately, which implies ‘right the first time’ performance at the designated time (dependable, accuracy, performance). RESPONSIVENESS Concerns the willingness or readiness of service providers to provide service. It also involves timeliness of service (promptness and helpfulness). COMPETENCE COURTESY Pertains to the politeness, respect, consideration and friendliness of contact personnel in requesting for service. It is basically the creation of an atmosphere that is conducive for provision of customer service. According to numerous studies on records management, the majority of the officers working in public registries lack formal training in records management, which contributes to their low status. The fact that action officers are the records management units' primary clients is crucial because they direct the organizations' missions, goals, and objectives and are wholly reliant on information/records services to provide services to the general public. They need to receive high-quality service because, as internal customers, they are at the mercy of your supplier. Additionally, it stated that if internal customers are dissatisfied with the level of service received, they may choose not to follow established procedures and standards. A comprehensive customer service program must be developed by archivists and records managers because, despite the significant role they play in society, most people are unaware of their institutions and the services they offer. There are misconceptions about them held even by those who are familiar with them. Additionally, public registries and record-keeping organizations are typically given a low status and only remembered when records containing crucial information are required. JANUARY Edition | 2023 page 36
Customer service is now a crucial component of every business due to the increased competition across all industries. The organization should make sure that its customer service offers a great service and can compete with others in order to deliver the best quality product and the best quality service. A good customer service must satisfy customers' expectations and needs, which are influenced by a variety of factors, including competitive pricing, high-quality goods and services, and many others. The most crucial factor is that a good employee will make an honest effort to provide the best service to the client. The biggest problem that organizations face, tackling it is a very tiresome task for everyone involved. Nowadays, almost everything is convenient, but customers remain demanding. They would one day boast about how they had grown to adore this item provided by that business. If they suddenly experienced poor service from that company, they would eventually despise all of its brands. Many business organizations think a customer service team could handle their customers' needs and demands, but this is one of the biggest challenges in customer service. The top management should give the customer service team the necessary training so that they can deal with and serve customers without any issues. The team would be better able to incorporate customer feedback and complaints with proper training. Challenges to provision of quality customer service E ffe c t i v e T o u c h e s T h a t M a k e A D i ffe r e n c e I n C u s t o m e r S e rv i c e B Y Overall : This topic makes the claim that archival institutions and records management units can provide quality customer service by creating an extensive customer service program and employing officers who have received professional training in both records management and customer service. Good policies, procedures, rules, and regulations should be used to support the customer service program. Additionally, the study contends that there is little chance for customer service providers to fall short of achieving quality in their services if all four CRM strategies—customer, product, channel, and infrastructure—are in place and actively developed over time. Read more at Effective Customer Service: An enhancer of performance in archives and records management JANUARY Edition | 2023 page 37
WE ARE HIRING Please send your resume and portfolio at [email protected] Active listening and strong phone contact managing abilities. CRM systems and procedures are familiar to you. Customer service focus and the capacity to adapt to and respond to a variety of personalities. Communication and presenting skills are exceptional. Requirements: Customer Service JANUARY Edition | 2023 page 38
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RM15.90 RECORD MANAGEMENT ADVICES