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Letter to the editor
December 2019
21
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 36
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
market.
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
management. 48
LAWRENCE CLIFF
Editor-in-Chief
BUSINESS AND ECONOMICS
DECEMBER 2019 2
ABOUT ME
FARAH'S PROFILE
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)
FINANCE.
3
4
ABOUT ME
I am Aldone Brundang anak
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. ALDONE BRUNDANG
Profile
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
now.
5
About me
"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
(SMK) Song.
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
my diploma.
I am currently doing my Bachelor of Business Administration (Hons)
Finance and will be expected to graduate in 2021.
6
ABOUT ME
I am Nurfarina Haziyah Binti Ismail, 22
years old. i was born on 1 November
1997 and raised in Kuching, Sarawak and
currently live with my family.
FARINA ISMAIL
My journey began in Tadika Bina
Hikmah, Kuching, Sarawak until I was 6
years old. Then, I continue my study in PROFILE
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
knowledge.
Now, I am currently doing my Bachelor
of Business Administration (Hons.)
Finance and will finish in another one
and a half year from now.
7
PREVIEW OF
BUSINESS
MANAGEMENT
WRITTEN BY : FARAH WAHIDAH HAMZAH
PUBLISHER : CANVA 8
WHAT IS
BUSINESS
RECORDS
MANAGEMENT
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
ORGANIZATION
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
managers.
Owners Managers Employees
THE PEOPLE WHO THE PEOPLE WHO PEOPLE WHO ARE
ARE INTERESTED IN MANAGE AND LOOK WORKING FOR THE
THE BUSINESS AND AFTER THE BUSINESS AND ARE
FOCUSED OR BUSINESS PROCESS INTERESTED IN
INTERESTED IN EARNING THE HIGH
MAKING THE WAGES
PROFIT
Lender Suppliers Customers
PEOPLE WHO LEND THE PEOPLE WHO PEOPLE WHO ARE
THEIR MONEY TO ARE WILLING TO WILLING TO BUY
THE BUSINESS FOR SELL THEIR THE BUSINESS'S
THE OPERATIONS PRODUCT FOR THE PRODUCT AND
AND WANT THE PRODUCTION OF EXPECT THE BEST
BUSINESS TO PAY THE BUSINESS QUALITY FROM THE
THEM BACK ON BUSINESS AND AT A
TIME REASONABLE PRICE.
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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 : CANVAt
11
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take care of the entire lifE cycle of your
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worldwide and will deliver a professional,
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keeping of your company’s documents.
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No. 28B (Lot 24128), Jalan 5/32A,
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credit : https://www.ags- 12
recordsmanagement.com/branches/asia/malaysia/malaysia/ :
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Photo is credited to Canva.com
E F F E C T I V E
C U S T O M E R
S E R V I C E
QUALITY OF
CUSTOMER SERVICE
Robust feedback system
DIMENSIONS OF
SERVICE QUALITY
5 significant dimension to
improve service quality
RECORDS
MANAGEMENT
STRATEGIES
Making business
organizations prioritize
customer's satisfaction.
CHALLENGES TO
PROVISION
QUALITY CUSTOMER
SERVICE
B U S I N E S S A N D
Overcoming challenges to
provide quality customer E C O N O M I C S
service. D E C E M B E R 2 0 1 9
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Q U A L I T Y O F C U S T O M E R
S E R V I C E
B Y A L D O N E B R U N D A N G
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 [2] 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.
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Photo credited to Canva.com
S E R V I C E Q U A L I T Y
D I M E N S I O N
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
are :
01 Tangibles 02 Reliability
Physical facilities,
promised service dependably
equipment, and appearance Ability to perform the
of personnel. and accurately.
03 Willingness to help customers 04 Assurance
Responsiveness
employees and their ability
and provide prompt service. Knowledge and courtesy of
to inspire trust and
confidence
05 Empathy
Caring, individualised
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.com
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S T R A T E G Y I S Cloud
Cloud is a type of service where multiple multi-
T H E K E Y tenants share a pool of computing resources.
Therefore, the risk of disclosure of important
information or personal information, or the
B Y A L D O N E B R U N D A N G
privacy problem of the individual
institutional record management system, may
Intergration occur.
An integrated records management program
is there to ensure the creation and
maintenance of authoritative and reliable Automated Classification
records in an accessible, intelligible and
usable form for as long as they are required Auto-Classification is the next-generation solution
to support the business and accountability that combines industry-leading records
requirements of an organization. For a record management with cutting edge semantic
to be authoritative and reliable it must be capabilities for classification of content. It
fixed and must not be susceptible to change.' eliminates the need for business users to
This kind of record protection can be fully manually identify records and apply requisite
achieved where an integrated records classifications. By taking the burden of
management is in place. classification off the end-user, records managers
can improve consistency of classification and
better enforce rules and policies.
Overall Success and Tactical
Priorities
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
Canva.com 24
A D S S E C T I O N
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Photo is credited to: Canva.com
S U R V I V I N G
S T A R T E R
P A C K
BUSINESS
CONTINUITY PLAN
Why we must have plans for
emergency situations
DISASTER
RECOVERY
PLANNING
Always be a step ahead of
the game
DISASTER
RECOVERY
OPERATION
B U S I N E S S A N D
How to continue the survival E C O N O M I C S
after disasters D E C E M B E R 2 0 1 9
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B U S I N E S S C O N T I N U I T Y
P L A N
B Y F A R I N A I S M A I L
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
business.
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Photo is credited to: Canva.com
A L W A Y S A
S T E P A H E A D O F
T H E G A M E
F A R I N A I S M A I L
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
recovery plan is to identify the type of
records by conducting a survey and D I S A S T E R R E C O V E R Y
maintain a complete file list. It is also P L A N N I N G I N V O L V E S
important to keep a copy of the list in
another secure locations. A N A N A L Y S I S
After that, a business must establish vital
records management program to identify all O F B U S I N E S S
records that are crucial and needed to
continue the business operations after the P R O C E S S E S A N D
disaster happened and develop a cost-
effective method to protect an safeguard C O N T I N U I T Y N E E D S .
those records as well as the policies and
procedures to access and recover any
records that has been damage.
Another important things that needs to be
Next is to identify the possible risks and
done is to develop a contact list containing all
ways on how to minimize and handle those
important numbers such as fire, police and
risks effectively.
hospitals and others as well as the customers,
It is also vital for the business to have an suppliers and other key parties.
alternative storage facilities to back up Business organizations also need to prepare
important records of the business. disaster bin containing needed tools to be used
A group of personnel should be assign to be in small disasters and draw up an action plan
responsible for evacuating the plan when that contains step-by-step on what to do and
the time has come as well as reviewing the circulate it to every personnel in the
plan to keep it up to date. organizations.
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DISASTER RECOVERY
NEEDS A PROPER STABILIZING THE ENVIRONMENT
When there are record that are affected
OPERATING CREW AND by the disaster, the rescue crew need to
remove any water area, eliminate any air
TECHNICAL SUPPORT TO
pockets by using air conditioning system,
MINIMIZE THE DOWNTIME reduce humidity levels, remove any
AND ENSURE THE carpets or under padding that have been
damage by water and switch on the lights
BUSINESS ACTIVITIES TO to help dry the air and reduce chances for
CONTINUE IS A SHORT growth of mould.
PERIOD OF TIME.
REHABILITATING STORAGE AREA AND
BUILDING
It is important to clean and sterilize
SECURITY SND SAFETY
When a disaster happen, it is crucial to storage devices before returning the
ensure the safety of the individual and the records by using chemical that has been
security of the building as well as keeping an approved by the team leader. Make sure
eye of the surrounding to ensure there is no all areas are dry before placing the
hidden hazard. records back and check all security and
ASSESSING THE EXTENT OF THE DAMAGE TO functions to ensure that they are all at a
RECORDS & FACILITIES satisfactory level.
A business should also compile a report
and refer to expertise for the appropriate ENSURING ONGOING PROTECTION FOR THE
treatment RECORDS RETURNED BACK TO STORAGE
Maintain all the list of records that have
been return to the storage area and
identify if there is any missing records.
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
S U R V I V I N G prepare report for the agency heads of
emergency and take precautions for the
future. Other than that, it is important to
T H E D I S A S T E R determine priorities for restoration
W I T H 6 S T E P S works and seek advice for best method
and saving extra cost
Photo is credited to: Canva.com 35
1 "Records Management Strategies"
https://www.aiim.org › pdfdocuments ›
IW_RM-StratChanges_2011
References
2 https://archivesessays.blogspot.com/20
11/07/integrated-records-
management.html
3 https://corporatefinanceinstitute.co
m/resources/knowledge/finance/sta
keholder/
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)
6 "https://www.theseus.fi/bitstream/handle/10024/14134
4/Marok%20Engetou%20Thesis.pdf?
sequence=1&isAllowed=y
7 https://www.nrscotland.gov.uk/files/record-
keeping/records-management/rmp-048-records-
management-competency-framework-july-2016.pdf
8 https://www.ironmountain.com/resources/whitepapers/i
/important-versus-vital-records-the-magic-5-you-cant-
live-without
9 https://www.recordnations.com/2019/01/different-
types-security-in-records-management/
10 https://www.recordnations.com/2017/08/bad-records-
management/
11 https://www.scribd.com/document/380792296/Challen
ges-to-Provision-of-Quality-Customer-Service-in-
Business-Organization
36