TABLE OF CONTENTS LETTER TO EDITORS 2
CONTEXTUAL INFORMATION 8-12
I. PREVIEW OF BUSINESS 21-31
II. IMPACTS OF MANAGING
RECORDS AS A STRATEGIC
III. EFFECTIVE CUSTOMER
IV. BUSINESS CONTINUITY
Letter to the editor 21
December 2019 48
To the Editor,
A solid records management is a core to successful business.
Emphasizing records management to business organisation and what it is
all about. What differences it makes and how can it be implemented in the
business organisation, what impacts it will bring to the business itself.
It is crucial because business is not only about making profits but it's core
is to managing the records system effectively and efficiently to ease the
access of information. It is proven that most successful business are able
to master this segment of the business and are able to fully utilize it and
making it as their competitive advantage against their competitors in the
It is written here the significance of the records management system and
every little details that needed to be clarify and explain. Prevention and
strategies are also key elements in global implementation of records
BUSINESS AND ECONOMICS 2
MY NAME IS FARAH WAHIDAH BINTI HAMZAH AND I'M 22 YEARS OLD. I WAS
BORN IN MIRI SARAWAK. I STARTED MY LEARNING JOURNEY AT TADIKA BINA
HIKMAH MIRI AND AFTER THAT AT SK AGAMA (MIS) MIRI. AFTER 6 YEARS, I
STARTED MY SECONDARY SCHOOL AT SMK DATO PERMAISURI FOR A WHILE
BEFORE MOVING TO KOLEJ TUN DATU TUANKU HAJI BUJANG MIRI.
IN THE YEAR 2015, I MANAGED TO ENTER UNIVERSITI TEKNOLOGI MARA
TAKING DIPLOMA IN ACCOUNTANY. I MANAGED TO GRADUATE IN 2018.
CURRENTLY I'M TAKING BACHELOR IN BUSINESS ADMINISTRATIVE (HONS)
ABOUT ME ALDONE BRUNDANG
I am Aldone Brundang anak Profile
Kawin,born on 3rd of august 1996 and
also native of Sri Aman, Sarawak. I am
23 years old and was raised in both
Serian and Kuching. Now I am
currently living in Kuching.
My humble beginning started in Tadika
Juara, Serian. Not long after, i was
enrolled in Sekolah Kebangsaan St.
Teresa, Serian until I was 12. By the end
of 2008, my family decided to move from
Serian to Kuching and i move Sekolah
Menengah Kebangsaan Matang Jaya.
After acquiring the Sijil Pelajaran
Malaysia (SPM), I pursue my studies in
Diploma of Accountancy in Universiti
Teknologi Mara (UiTM). After 3 years of
blood, sweat and tears i finally
graduated, which was in 2018.
Now I am currently doing my Bachelor
of Business Administration (hons)
Finance and will be expected to
graduate in one and half year from
"Failure is often the key to success."
My name is Lawrence Anak Cliff, 23 years old. I was born in Kluang,
Johor and I have been raised in Johor for 5 years.
My journey began in Tadika Sacred Heart, Sibu when I was 6 years old.
After 2 years of staying in Sibu, my family moved to Song, Sarawak. My
primary school was at Sekolah Jenis Kebangsaan Cina Hin Hua. I made
lots of Chinese friends and had opporturnity to learned their culture and
history. Then, I continued my study at Sekolah Menengah Kebangsaan
After acquiring my Sijil Pelajaran Malaysia (SPM), I decided to pursue my
studies in Diploma of Accountancy in Universiti Teknologi Mara (UiTM)
Samarahan. After few years of hard work, I am finally graduated from
I am currently doing my Bachelor of Business Administration (Hons)
Finance and will be expected to graduate in 2021.
ABOUT ME FARINA ISMAIL
I am Nurfarina Haziyah Binti Ismail, 22 PROFILE
years old. i was born on 1 November
1997 and raised in Kuching, Sarawak and 7
currently live with my family.
My journey began in Tadika Bina
Hikmah, Kuching, Sarawak until I was 6
years old. Then, I continue my study in
Sekolah Kebangsaan (A) Datuk Haji
Abdul Kadir Hassan until 12 years old
and move to Sekolah Menengah
Kebangsaan Tunku Abdul Rahman. i
spend the rest of my school life there.
After getting my Sijil Pelajaran Malaysia
(SPM) in 2015, I get an offer to pursue
my study in Universiti Teknologi MARA
(UiTM) Kampus Samarahan. After two
and a half years, I graduated from
Diploma in Accountancy and met a lot
of friends apart from gaining
Now, I am currently doing my Bachelor
of Business Administration (Hons.)
Finance and will finish in another one
and a half year from now.
WRITTEN BY : FARAH WAHIDAH HAMZAH
PUBLISHER : CANVA 8
A field of management responsibility
for efficient and systematic control of
the creation, maintenance, use and
disposition of business records. It is a
vital process to achieve the efficiency
and economy as well as to preserve
the business records.
PUBLISHER: CANVA 9
KEY STAKEHOLDER IN AN
A stake holder is a person or a group or organization that has an
interest or concern in an organization. Stakeholder can be affect
or can play an important role in an organization’s actions,
objectives and also policies. The example of key stakeholders are
the owners, customers, employees, suppliers, lender and also
Owners Managers Employees
THE PEOPLE WHO THE PEOPLE WHO PEOPLE WHO ARE
ARE INTERESTED IN MANAGE AND LOOK WORKING FOR THE
THE BUSINESS AND BUSINESS AND ARE
FOCUSED OR BUSINESS PROCESS INTERESTED IN
INTERESTED IN EARNING THE HIGH
MAKING THE WAGES
Lender Suppliers Customers
PEOPLE WHO LEND THE PEOPLE WHO PEOPLE WHO ARE
THEIR MONEY TO ARE WILLING TO WILLING TO BUY
THE BUSINESS FOR THE BUSINESS'S
THE OPERATIONS SELL THEIR PRODUCT AND
AND WANT THE PRODUCT FOR THE EXPECT THE BEST
BUSINESS TO PAY PRODUCTION OF QUALITY FROM THE
THEM BACK ON BUSINESS AND AT A
THE BUSINESS REASONABLE PRICE.
TYPES OF BUSINESS
A business entity is an organization that uses economic resources or
inputs to provide goods and services to customers in exchange for
money or other goods and services.
There are three types of These type of business will
business which is service buy product at wholesale
business, merchandising price and sell it back to the
business and manufacturing customer at a mark up price
business. the first type of where the business can
business is service business. earn profits. it also can be
This type of business is a known as "Buy and Sell"
business that provide business. Lastly is the
intangible products such as manufacturing business.
salons, repair shops, Manufacturing business will
consultation and accounting buy products will the
firms. These type of intention to use them as a
business offers professional material to create a new
skills, expertise, advice and product. it will combine the
other similar products. The cost of labor, raw materials
second type of business is and overheads in the
merchandising business. production before selling it
to the customers.
IMAGE : CANVA1t1
At AGS Records Management Malaysia, we will
take care of the entire lifE cycle of your
company’s records. We have over 30 years of
experience in Records Management
worldwide and will deliver a professional,
stress-free service that ensures the safe
keeping of your company’s documents.
03 81 65 04 60
No. 28B (Lot 24128), Jalan 5/32A,
Off 6 1/2 Mile Jalan Kepong,
52100 Kuala Lumpur Kuala
Lumpur Kuala Lumpur 52100
credit : https://www.ags- 12
Photo is credited to Canva.com
QUALITY OF BUSINESS AND
CUSTOMER SERVICE ECONOMICS
Robust feedback system DECEMBER 2019
DIMENSIONS OF 21
5 significant dimension to
improve service quality
Overcoming challenges to
provide quality customer
QUALITY OF CUSTOMER
BY ALDONE BRUNDANG
Photo credited to Canva.com
During the past few decades service quality has become a
major area of attention to practitioners, managers and
researchers owing to its strong impact on business
performance, lower costs, customer satisfaction, customer
loyalty and profitability. Service quality can be described
as a rationale of differences between expectation and
competence along the important quality dimensions.
They conclude that service quality is founded on
acomparison between what the customer feels
should be offered and what is provided. Zeithaml,
Parasuraman, and Berry  proposed a service
quality scale (SERVQUAL), a generic instrument
that has 5 dimensions of service
quality:reliability, responsiveness, assurance,
empathy and tangibles, the constructs werefound
to have high correlation.
Photo credited to Canva.com
The final part is a single question to assess overall service quality
is the five dimensions that are used by customers when evaluating
service quality, regardless of the type of service. These dimensions
01 Tangibles 02 Reliability
Physical facilities, Ability to perform the
equipment, and appearance promised service dependably
of personnel. and accurately.
03 Responsiveness Assurance
04Willingness to help customers Knowledge and courtesy of
employees and their ability
and provide prompt service. to inspire trust and
attention the service
provider gives its customers.
BY ALDONE BRUNDANG
"Records management is
knowing what you have,
where you have it and how
long you have to keep it"
Photo credited to Canva.co2m3
STRATEGY IS Cloud
Cloud is a type of service where multiple multi-
BY ALDONE BRUNDANG tenants share a pool of computing resources.
Therefore, the risk of disclosure of important
Intergration information or personal information, or the
privacy problem of the individual
An integrated records management program institutional record management system, may
is there to ensure the creation and occur.
maintenance of authoritative and reliable
records in an accessible, intelligible and Automated Classification
usable form for as long as they are required
to support the business and accountability Auto-Classification is the next-generation solution
requirements of an organization. For a record that combines industry-leading records
to be authoritative and reliable it must be management with cutting edge semantic
fixed and must not be susceptible to change.' capabilities for classification of content. It
This kind of record protection can be fully eliminates the need for business users to
achieved where an integrated records manually identify records and apply requisite
management is in place. classifications. By taking the burden of
classification off the end-user, records managers
Overall Success and Tactical can improve consistency of classification and
Priorities better enforce rules and policies.
Creation of an effective enterprise-wide
records management system is a constantly
moving one, as more and more media types
and communications channels come into play
and as the volumes of electronic content
escalate. However, we have also seen that the
risks of not attempting this goal are
considerable, not just in compliance terms,
but also in general staff inefficiency
Photos credited to
Photo is credited to: Canva.com
BUSINESS BUSINESS AND
CONTINUITY PLAN ECONOMICS
Why we must have plans for DECEMBER 2019
Always be a step ahead of
How to continue the survival
BY FARINA ISMAIL
Photo is credited to: Canva.com
Business continuity planning is the Business Continuity Plan involves
process involved in creating a system defining any and all risks that can
of prevention and recovery from affect the business's operations,
potential threats to a business. The making it a vital part of the
plan ensures that employees and organization's risk management
assets are protected and are able to strategy. Risks may include natural
function quickly in the event of a disasters such as fire, flood, or
disaster. It is generally develop in weather-related events and cyber
advance and involves input from all attack.
key stakeholders and personnel in the
ALWAYS A Photo is credited to: Canva.com
THE GAME OF
A disaster recovery plan describes
scenarios for continuing the operations and
reducing interruptions in the aftermath of a
disaster for a business organizations. With
the help of the recovery plan, all personnel
must be able to perform the plan
immediately prior to the disaster.
The first important step to develop a DISASTER RECOVERY
recovery plan is to identify the type of PLANNING INVOLVES
records by conducting a survey and
maintain a complete file list. It is also AN ANALYSIS
important to keep a copy of the list in OF BUSINESS
another secure locations. PROCESSES AND
After that, a business must establish vital CONTINUITY NEEDS.
records management program to identify all
records that are crucial and needed to Another important things that needs to be
continue the business operations after the done is to develop a contact list containing all
disaster happened and develop a cost- important numbers such as fire, police and
effective method to protect an safeguard hospitals and others as well as the customers,
those records as well as the policies and suppliers and other key parties.
procedures to access and recover any Business organizations also need to prepare
records that has been damage. disaster bin containing needed tools to be used
Next is to identify the possible risks and in small disasters and draw up an action plan
ways on how to minimize and handle those that contains step-by-step on what to do and
risks effectively. circulate it to every personnel in the
It is also vital for the business to have an organizations.
alternative storage facilities to back up
important records of the business.
A group of personnel should be assign to be
responsible for evacuating the plan when
the time has come as well as reviewing the
plan to keep it up to date.
DISASTER RECOVERY STABILIZING THE ENVIRONMENT
NEEDS A PROPER When there are record that are affected
OPERATING CREW AND by the disaster, the rescue crew need to
TECHNICAL SUPPORT TO remove any water area, eliminate any air
MINIMIZE THE DOWNTIME pockets by using air conditioning system,
AND ENSURE THE reduce humidity levels, remove any
BUSINESS ACTIVITIES TO carpets or under padding that have been
CONTINUE IS A SHORT damage by water and switch on the lights
PERIOD OF TIME. to help dry the air and reduce chances for
growth of mould.
SECURITY SND SAFETY
When a disaster happen, it is crucial to REHABILITATING STORAGE AREA AND
ensure the safety of the individual and the BUILDING
security of the building as well as keeping an It is important to clean and sterilize
eye of the surrounding to ensure there is no storage devices before returning the
hidden hazard. records by using chemical that has been
ASSESSING THE EXTENT OF THE DAMAGE TO approved by the team leader. Make sure
RECORDS & FACILITIES all areas are dry before placing the
A business should also compile a report records back and check all security and
and refer to expertise for the appropriate functions to ensure that they are all at a
treatment satisfactory level.
SURVIVING ENSURING ONGOING PROTECTION FOR THE
RECORDS RETURNED BACK TO STORAGE
THE DISASTER Maintain all the list of records that have
WITH 6 STEPS been return to the storage area and
identify if there is any missing records.
Photo is credited to: Canva.com Keep an eye for the records in case there
is any outbreak of mould and take all
necessary steps to eliminate it.
RESUMPTION OF OPERATION
Held a post-disaster meeting to
determine and analyze the cause of it and
prepare report for the agency heads of
emergency and take precautions for the
future. Other than that, it is important to
determine priorities for restoration
works and seek advice for best method
and saving extra cost
References 1 "Records Management Strategies"
https://www.aiim.org › pdfdocuments ›
4 "Service Quality: A Measure of Information
Systems Effectiveness"MIS Quarterly, Vol. 19,
No. 2 (Jun., 1995), pp. 173-187 - Leyland (1995)
5 "The Service Quality Dimensions that Affect Customer
Satisfaction in the Jordanian Banking Sector"-Miklós
Pakurár (February, 2019)