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Published by aliffaiman97, 2019-11-27 20:24:10


Dean’s Message

The Faculty of Information Management has been preparing stu-
dents for exciting and challenging careers in the fields of informa-
tion and library since the mid of 1960s. Our faculty is a vibrant
and friendly home of faculty members and students who promote
all aspects of information management in support of communities,
individuals, governments and the private sector. We produce infor-
mation professionals who have specific knowledge on information
literacy, information handling, resource and information manage-
ment and able to use ICT as a tool to manage information. Specific
skills that we offer to students are managing library, records and
resource center, as well as developing applications and web con-
tents. Students from this faculty will be equipped to work in the
library and resource center environment, and in any organizations
in the need for information and knowledge workers. Many of our
alumni now occupy senior positions in business, government and
academia. We invite you to explore the Faculty website to find out
more about our teaching and research activities and events open to
both students and public throughout the year. Please do not hesitate
to contact us if you would like more information.

Thank you.

Prof. Dr. Sohaimi Zakaria
Dean, Faculty of Information Management



To be a world class center of excellence for education and research in

the fields of Information Management, Knowledge Management,
Library Management and Record Management.


Provide education for information professionals to enable a well-

balanced, knowledgeable, competitive, and ethical workforce for the
development of Malaysia as a knowledge society.

Provide continuous education program at various levels to fulfill the

needs of working information personnel to enhance knowledge, skill

and competency in line with the national policy on capacity building
and lifelong learning.

Provide leadership in consultancy and research for individuals and
organizations interested in research and development in the areas en-

compassing information, knowledge, library, archive & record man-



The faculty believes in educating information professionals, enabling

them to become the catalyst for the knowledge-based society,

transforming Malaysia into a developed country.



To fulfill the manpower needs for professionally

qualified information personnel for the develop-

ment of the nation towards vision 2020.

To provide academic and professional programs of

high quality, innovative and up-to-date.

To provide quality teaching with the support of

practical training, research, publishing, and con-

sultancy work.

To increase the quality, effectiveness and the va-

riety of training programs in line with industry

needs and technological advancement.

To produce graduates capable of playing a key role

in the promotion of reading habits and informa-

tion-rich society.



The ever growing nature of ITM in the past, i.e. expanding existing programmes and introducing new
ones to fulfill the national development agenda, has been affecting the physical set-up and the branding
of many schools in the ITM system. As part of the ITM population, the School of Library Science, as
this faculty was known before, was no different. During its formative years, the School of Library Sci-
ence conducted a full time program to prepare post-high school students for the professional qualifica-
tion - Associate of Library Science (ALA-UK). The school later designed its own Malaysian curriculum,
launched in 1972 - Diploma in Library Science for holders of Higher School Certificates, and Postgrad-
uate Diploma in Library Science for university graduates. In keeping up with national and international
developments, the School has been conducting regular curriculum reviews resulting in the integration of
information science components into the curriculum. Hence, the change of the school name to "School
of Library and Information Science" in 1979. With the addition of Archival and Records Management
under the big umbrella of ”Information", the school name was changed again to "Faculty of Informa-
tion Studies" in 1997. The current name, "Faculty of Information Management" has been in use since
2005 as a result of UiTM's regrouping of various academic programmes and disciplines campus-wide.

The Faculty of Information Management has moved premise seven times over a period of 36 years of its
existence. The longest that the Faculty had stayed in one premise was about fourteen years, in the Jalan
Othman Campus. At the Shah Alam main campus during 1996 – 2003, the faculty operated from two
premises, the Menara SAAS and the new UMNO building in section 11, Shah Alam. The shortest period
of stay was just nine months at the Academic 3 Complex from October 2003 to May 2004, before the move
to Puncak Perdana Campus in June 2004. Throughout these seven major physical relocations, the School
had always maintained the necessary teaching and learning facilities which are unique to library and in-
formation science education, namely, Cataloging and Classification Lab, Audio Visual Lab, Archival and
Preservation Lab, Computer Lab, in addition to classrooms, seminar rooms, administrative office, faculty
and staff workplace. At the present Puncak Perdana campus, the faculty has become the pioneer for UiTM
once more in establishing the modern and conductive facilities for teaching, learning and research in the
four main fields of study. The branch library for Puncak Perdana Campus serves not only the students
and staff in the Faculty of Information Management but also those of the Faculty of Performing Arts.

Bachelor of Information Science (Hons)

Information Systems Management - IM245

This programme recognises information as a strategic resourse. It is designed to educate and train stu-
dents with knowledge and skills in managing information. It involves analysing, designing, develop-
ing, and managing various types of information systems for identifying, acquiring, organizing, stor-
ing, and retrieving as well as disseminating information for users' strategic and competitive purposes.








Survey research on tasks and competencies to inform

records management education

Nowadays, organizations are increasingly under increased pressure to achieve cohesive record manage-
ment practices on three fronts which is the issuing of regulations such as the US Presidential Directive on
the Management of Government Records, which required federal agencies to have "information manage-
ment training for suitable staff in place" by the end of 2014 (US National Archives, 2012b), the launch of
the Open Data Project and related efforts in the private sector are compelling organizations to broaden
public access to records.

Eventually, companies of all sizes must formulate solutions to handling the increasing volume of physical
and digital documents generated in the course of business. Record managers are no longer on the periphery
of companies as a mere "administrative necessity," but are now at the core of an enterprise far larger than
ever before, with the power and ability to control the overall activities and strategic planning of the orga-
nization (Lamont, 2014).

In this article, the author state that they have planned a study to gather feedback directly from the record
managers at work. Their research leads to the analysis of the most valuable roles and competencies in re-
cord management work and issues to be addressed in graduate record management training. The author
also mentioned about the study that had been presented developed out of their interest in studying these
graduates and integrating their feedback into curricular decision-making.

Their survey research is the product of a larger project to study the changing nature of the work of infor-
mation professionals financed by the Institute of Museums and Library Services Laura Bush 21st Century
Library Programme. The project focuses on the study of data work, including technology, organizations
and the development of knowledge in the workplace. The survey design course offered to doctoral students
in information applied this focus to the study of information workers, such as record managers, data ana-
lysts and social media workers. The author concentrate on the information from record managers in this
article and they did not collect the geographical location of the respondents, but the survey was conducted
from the USA.



The author mentioned in this article that they used which is survey development, sample development
and survey administration.

• Survey Development

To answer the research questions, the author developed and administered a survey in the spring of 2014.
The survey questions were based on two sources of information on the work of record managers and
on education. First, is a study of the relevant literature resulted in the discovery of a number of top-
ics, including the use of digital record technologies, skills and procedures of record managers and the
professional development of record managers. Next, they used data from on - the-job observation and
semi-structured interviews with record managers; data were collected as part of a related research study
conducted in the spring of 2013.
The author examined qualitative data to help them refine the themes of literature or to present additional
themes not included in the literature. The survey instrument was developed iteratively, including numer-
ous peer reviews and piloting with target audience participants. Next, eight persons taking part in a grad-
uate course in survey research methods reviewed the questions of survey, flow and design. After revision,
the author conducted a survey with two record managers to ensure that the constructs the author asked
about and the words used to present them were relevant and understood as the author intended. The
resulting instrument included 20 specific questions for record management (33 total), although in many
cases fewer questions were answered by respondents, depending on the branching options used, given
their responses. The survey took the respondents approximately 20 minutes to complete.

• Sample Development

Three methods were used to create the sample. The first one is collected a list of contact information for
2,260 graduates of the Graduate Master's Program in Information Studies (1951-2013), an estimated
proportion of whom served as record managers. Second, via internet posting and social media, the author
directly contacted the record industry groups, concentrating in particular on members of ARMA Inter-
national (Pemberton, 1984). The author mentioned that they received permission from the U.S. branch
of ARMA International in Austin, Texas, to distribute a survey connection via their web page. Eventual-
ly, the author used a snowball approach to maximize sample size and diversity. Within the survey itself,
respondents were asked to pick which of the multiple data functions they wanted to answer questions
about. In other words, they did not need to be 100 per cent of their time working as records or digital
asset managers, but rather to tell the author what they did when they took on that job.

• Survey Admiration

The author state that they have obtained approval from the IRB to distribute our survey as the key quan-
titative component of a study entitled “Research on the Work of Information Professionals in the 21st
Century.” The survey was developed and administered using the online SurveyMonkey software. The
unique link for each email address has been send in invitation email to alumni and non-unique link and
used Twitter to publish the survey link were send emails to more than 20 chapters of record managers and
special sections with the survey opened on 26 March 2014. The author sent two updates to the non-re-
spondents of the Alumni List within 10 days of the original invitation.



In order to achieve these complexities, the author used basic statistical tests to expose the relationships
present on response results, which would otherwise not have been apparent. The author hopes that by
demonstrating their usefulness here, they will encourage further quantitative research on these issues. One
surprising result was that there was no correlation between the topics that respondents reported learning
about in detail in formal education (i.e. degree) programs and the reported frequency at which they per-
formed regular tasks. Respondents were presented with a brief statement on compliance with records man-
agement and then asked to share approaches and guidelines for "dealing with record creators who may not
obey record management policies and procedures, knowingly or unknowingly, in the course of their work."


Many organizations have an in-house training system for personnel with record management duties, many
of which are generally generic and not unique to particular organizational needs. In fact, about half of the
organizations provide such training to senior officials, while the other half provides only some or no train-
ing at all. In-house or on - the-job training, however, is only one of three ways in which new record manag-
ers learn the practice of record management; other avenues are through formal education and professional
development by external providers or self-guidance.

While the author recognized the guidelines for RIM programs to train government employees and to en-
courage compliance with record regulations, the development of this study was much less evident in the
specific work place activities (and their frequency) on which these directives and programs were focused
– activities for which the individuals responsible for delivering this training should prepare their students.

Based on the author survey results, the author endorses the incorporation of practical experience into ex-
isting syllabi courses wherever possible and conclude that teaching students ' tactics and ways of thinking
rather than mechanics would help both their long-term career paths and their current employer. Finally, as
record managers and supervisors’ value soft skills and direct experience with specific tools and technolo-
gies, we would encourage doctoral research on these aspects.



Study the Effects of Customer Service and Product

Quality on Customer Satisfaction and Loyalty

Good customer service is about returning customers. And happy to send them away. Happy enough to
pass positive feedback on your business to others, who can then try out for themselves the product or ser-
vice you offer and become repeat customers in turn. You can sell anything to anyone once if you're a good
salesperson. But it will be your customer service approach that will determine if you will ever be able to
sell anything else to that person. The essence of good customer service is creating a customer relationship.
A friendship that the client thinks he wants to pursue.

The sustainability of your company will always be unpredictable without customer loyalty. Organiza-
tions need to tailor a successful company's designs sensitively to the specific challenges of understanding,
attracting and maintaining valuable customers. I agree that this customer concept is the focus of any
business. Providing quality customer service is more important than ever for maintaining and growing
a company.

This article is about a study to explore the relationship between customer service and product quality
with customer satisfaction and loyalty in the context of the Indian automotive industry. Customer service
can be viewed as an intrinsic component of industrial products.

In this article, the author describes that there is relation between four concepts of product and service
quality, customer satisfaction and loyalty in Indian automotive industry. There are two main categories
which are the effect of customer service quality and product quality on customer satisfaction and the
relationship between customer satisfaction and customer loyalty. Customer service quality, product qual-
ity, customer satisfaction and loyalty can be measured at different stages. Thus, this study was set out to
investigate the relationship and it show that there is high positive correlation between the constructs of
customer service and product quality with customer satisfaction and loyalty. The hypotheses of the study
were analyzed using regression and ANOVA.


A description of the


In this article, the author came up with the objective to clarify the relationship between four variables of
customer service quality, product quality, customer satisfaction, and customer loyalty. The author also
came out with few questions that focused to be discussing in this article. The questions are:

• Is there a relationship between customer service and product quality with customer satisfaction
and loyalty in the context of the Indian automotive industry?

• If yes, how is the relationship between these four variables (customer service quality, product
quality, customer satisfaction, and customer loyalty)?

To conduct research in this study, the design of the questionnaire with 53 questions was primarily based
on multiple-item measurement scales taken from previous researches. 24 questions are designed to
evaluate customer service quality and product quality; 13 questions are designed to evaluate customer
loyalty and 11 questions are designed to evaluate customer satisfaction. Satisfaction was measured by a
seven-point Likert scale, Extremely, Very, Fairly satisfied, neither satisfied nor dissatisfied, Fairly, Very
and extremely dissatisfied. 5 questions are related to personal information of the respondents. Each of
the question sections have their own significant that can be analyze to bring some result to support the

After discussion conducted, analysis and results have been made to answer the questions that have been
raised before. For the first question, the author found that according to statistical analysis in this section
the results indicates that customer service and product quality has been influential on customer satis-
faction and also there is a positive relationship between customer service and product quality with cus-
tomer satisfaction and loyalty in the context of the Indian automotive industry. For the second research
question, the author found that according to the study by Bowen, and Chen (2001) study verified the
nonlinear and asymmetric relationship between customer satisfaction and customer loyalty. When sat-
isfaction increased above a threshold, purchase loyalty went up rapidly and when satisfaction dropped
below a threshold level, purchase loyalty decreased equally rapidly



The author has adequately established the significance of the research questions. Based on studies that
have been conducted, the authors have discussed and make some analysis and also explanation of the
study. Most have been discussed in this study, have met the requirement of the research questions. From
this article, the author already stated that there is high positive correlation between the constructs of
customer service and product quality with customer satisfaction and loyalty and this is the discussions
that have been made and one of the significances of the research questions. The methods of the data
collection and analysis appropriate to the research questions. This is because the approach that has been
use in this study be categorized as descriptive research based on the method of obtaining the considered
data and is of correlative type. To get the data collection, this research did a survey based on the basis of
cross-sectional method. For analyzing data derived from questionnaire regression and ANOVA test has
been used and the software which have been used for analyzing the data is SPSS 16. The study did not
find any significant methodological weakness in the study to find the answer. In my opinion, this study
has been done in a small scale and this is exploratory study. Further research required that is sampled in
such a way as to ensure that the findings can be generalized to all automotive industry in the world.

Discussion of implications

According to the author, an interesting finding arising from the analysis is that the importance of quality
of products and services on customer satisfaction and found out that loyal customers mostly lie in catego-
ry of customers who have used higher quality products. This implies that better quality of products tends
to increase customers’ loyalty. Performance of customer service is one of the key factors in recognizing
new customer needs and, as we all know, presenting consumers with their undiscovered needs is the se-
cret to customer satisfaction and loyalty.

In my opinion, Customers are the lifeline of any company, the customer service team is often the face of
your company, and the expertise and reliability of the help they provide will determine the interactions
of customers. Hence, the key element needed for a successful business is the performance of custom-
er service. Quality customer service includes delivering reliable, effective and friendly service, building
strong customer relationships, addressing grievances quickly and responding on time to customer issues.
The best way to keep customers coming back is to provide quality customer service, ensuring long-term




Factors that could lead to improve

customer service in business


Review by
Hassan Ali Mustamam

Customer service is important because customer service offers more than just a means of driving sales.
It is also said that this raises the bar for competitiveness when businesses are dedicated to a customer
service. This method will help the customer to feel welcome and relaxed. Good customer service will
make the customer and you feel more comfortable with each other. Today's companies, when it comes
to their business success, fail to realize the value of their clients. The sustainability of your company will
always be unpredictable without customer loyalty. Organizations need to adapt a good company's proj-
ects sensitively to the specific challenges of recognizing, retaining and keeping loyal customers. Thus,
customer services must be improved by every organization. To achieve this, this review briefly discusses
the factors that could lead to enhance the customer service in business organization. The results of this
study were that the literature findings that customer satisfaction, quality of service, confidence, perceived
value, perceived pleasure, and technology had a more important and positive impact on customer loyalty.
Therefore, this paper will allow managers of service organizations to consider the factors that influence
customer loyalty.

Keywords- Customer service, loyalty, business, perceived pleasure, strategy



Businesses are a significant part of the economy of a country. They help people live their lives and pro-
mote prosperity which leads to huge profits and rising incomes. A country's economy is a cornerstone
of its life. Modern economic growth is a key component of global development. The customer service
has been on a continuous progress in making a business running and remain sustain for years. The goal
of excellent customer service is to make customers contended, in order for them to come back and to
bring more customers. For instance, numerous empirical studies and other literature have highlighted
that it is more profitable compared to retain customers than to acquire new ones (Qais Ahmed Al-
Maamari, Mohammed Abdulrab,2017). But According to McFarlane and Britt (2007), the marketing
environment of today has changed dramatically, and companies must effectively devise strategies for
responding to, and dealing with this change, while ensuring maximum customer value and satisfac-
tion. So how are we want and going to improve the customer service? there can only be customer
satisfaction if their expectations are met. So, according to Hassan Mansoor (2018) these are the factors
that could help to improve the customer service:

a. Respond Quickly to your customer
b. Provide Educational and Appropriate Knowledge to your customer
c. Take the Time to Train Your Front-Line Staff
d. Create Referrals Through an Incentive
e. Take Advantage of Negative Feedback

Customers are the most important element for all businesses and they need to be looked after for busi-
ness success and without customer a business will not exist in the first place. Having excellent customer
service is of utmost importance to a company in that it creates loyal customers, which can only be cre-
ated through customer satisfaction. So, company should focus on improve their customer service so
they can maintain their customer. Bad Customer service is disastrous to a company. When faced with
poor customer service, customers will not only take their business to a company’s competitors, they
will equally share their bad experience with others. Many consumers will instantly quit doing business
with a company because of a bad customer experience.


Respond Quickly to Your Customer

Companies with high quality service deliver their products or service on time; which is one of the
highest expectations of customers. With more and more consumers turning to social media as a source
of customer service, and positive social media customer service experiences proving to increase sales
and brand recommendations, it has never been more important for your business to be readily available
online to meet the needs of its customers (Marban,2014). According to CONVINCE&CONVERT, “42%
of customers complaining in social media expect a 60-minute response time.”. Fast respond to customer
will allows brands to quickly connect with their consumers via any of their platforms. Consumers are
now also turning to Twitter or Facebook to voice their experiences online (Mansoor, 2018). Our time is
precious, and so is your customers’ time (Press-enterprise, 2010). Therefore, a company should respond
to their customer as fast as they can because a customer will get frustrated when they have to wait for too
long. Client will go to a company that are easy to contact because they will save a lot of their time.

Provide Educational and Appropriate

Knowledge to Your Customer

Consumer awareness is something that companies will benefit from. A company should truly empower
their customers with knowledge and insights that help them understand their products and how it can
be of value to the customer. The first thing to you need to understand is that customer education is not
the same as marketing (Okeke, 2017). Consumer education refers to the collection of activities or pro-
cesses that a company has set up to provide consumers with the knowledge and skills they need to make
the most of their products or services. Customer service should not only be about being responsive, but
you should also be offering customers with knowledge related to your brand (Mansoor, 2018). By edu-
cating the customer it can builds customer trust toward your company and brand. When a company gets
customer trust, it will help to boost their sale as they already have a regular customer and these custom-
ers will spread the trust through mouth to mouth. Not just that, by educating the customer also we can
reduce customer complaints. When customers know and understand a product, it’s features, capabilities
and limitations, it gives them realistic

Take the Time to Train Your

Front-Line Staff

The center of your customer service is the frontline employees. They represent your customers goods,
products, and brand and it will eventually affect the satisfaction of customers. Positive personal expe-
riences make most customers buy and they will tell their friends about the purchase and buy it again.
Therefore, companies who pay attention to their human capital and have a customer-centric approach
will be the most successful in the near future. Training is a process that opens the door to improved
performance, career growth and happy customers for businesses. These employees are the face of your
business and if trained well, it gives your business the opportunity to define how your customers per-
ceive your company’s products and services (Mansoor, 2018). You want to make sure these employees
are skills at conflict resolution, are empowered to exceed your customer’s expectations and have the kind
of winning personalities that your business’s patrons are unlikely to forget (Mansoor, 2018).


Create Referrals Through an


Referral is known to be one of the best and most trusted approaches applied by both small and large
businesses globally (Kang, 2019). This type of approach aims at encouraging and increasing the num-
ber of new clients through word of mouth referrals (Kang, 2019). And is usually done by offering
incentives, rewards and encouraging customers to recommend the business’ products and services
to other people (Kang, 2019). Customer love incentives, so the perfect way to gain referrals is to have
your customers refer your business to their friends and family and in return receive an incentive
(Mansoor, 2018). A study who analyzed a bank referral reward program showed that new customers
who were referred to the bank by existing ones were 18 percent more likely to stay with the bank and
generated 16 percent more in profits (Mansoor, 2018).

Take Advantage of Negative


According to research by Reevoo, 95% of customers suspect that reviews are censored or fake if they
don’t see any negative ones, and 65% trust reviews more when there are both negative and positive
ones (LifeLearn, 2019). Negative feedback is inevitable. Businesses get all types of feedback from their
customers. Getting a negative review or a complaint from a customer isn’t big deal but how you react
to negative feedback is important (Javed, 2018). The first thing you have to do is understand the issue.
So, that you will know how to react and reply to the customer. No one is perfect, According to Jay Baer,
author of Hug Your Haters, you should embrace negative comments. They’re valuable and give you a
chance to salvage a situation (LifeLearn, 2019). Negative reviews offer an opportunity to save relation-
ships and give you a chance to look good by responding to complaints. Responding to complaints in-
creases customer advocacy. Ignoring complaints decreases customer advocacy (LifeLearn, 2019). What
counts is that these people see that you are open to your concerns, that you treat people with respect,
and that you try to resolve questions and grievances.



Customer service determines how a company is perceived by its customers. The success and downfall of
a company depends on the experience they are given. If they are offered a wonderful customer service
experience, the success of a company can be assured. However, if customers receive poor service, they
will leave the company. Companies should prioritize the needs of its customers and customer satisfac-
tion should be the goal of every company Therefore, it is very important to the organization to under-
stand what exactly the customers need and how to gain loyalty for the successful business. poor custom-
er service can lead to the decline and possibly downfall of a company. Poor customer service may arise
if an employee fails to acknowledge a client when he/she enters the company. None acknowledgement of
customers will make them to feel not welcomed and this may prevent them from going to that company
in the future. Skilled employees are assets of the company and it is equally important to satisfy employ-
ees along with customers.

Feedback from the consumer is an insight into what goes well with your product or service and what
needs to be done to enhance your experience. You may have the best experience in the field in which
your business operates, but your technical knowledge will never be more useful than consumer feedback
for business performance. If you want to stay on top of things you should put your customers in a center
of your business and treat their feedback as the most valuable source for information in your company.
Thus, your customer service must be very good so that your company will remain sustain in the indus-

Factors that could lead to improve customer service in business organization

Hassan Ali Mustamum
[email protected]

Faculty of Information Management



Review by:
Nurul Wahida Ahmad


Business Analysis has been developing since the early 1990s as an IS discipline concerned with identifying
business issues, defining requirements and assessing applicable solutions. Nevertheless, this specialty has
had scant attention within the academic community and little research has been done on the procedures
and standards employed by business analysts. These included key business analysis activities and the skills
required by business analysts to carry out these activities. The organizational attitude was also identified as
a key factor in enabling the use and contribution of business analysis.

Keywords- Business analysis, Business analyst, role business analyst


A literature review was undertaken in order to analyze the available research on the role of business anal-
ysis work in facilitating the achievement of business objectives through the implementation of informa-
tion systems. Information system, an interconnected array of components for the collection, storage and
processing of data and the delivery of information, knowledge and digital products. Business companies
and other entities rely on information systems to carry out and maintain their activities, communicate
with their customers and suppliers and compete on the marketplace.

There are several types of information system that have been introduced in today's business world, such
as business operations or business operations support. One of the roles of types of information system in
business organization is Transaction Processing System (TPS). TPS is computerized system that performs
and records the daily routine transactions necessary to the conduct of the business. (Yaser Hasan Al- Mam-
ary, 2014). In today's complex business environment, the adaptability, agility and ability of an organization
to manage constant change through innovation can be key to success. Traditional methods may no longer
lead to targets when economic conditions are unfavorable. This is where the business analysis comes in.
Corporations achieve goals through initiatives that convert customer needs into new products, services and
profits. Business analysts can make things happen more efficiently and effectively. (Villanovou,2019)


Business Analyst

Business analysts (BAs) are responsible for bridging the gap between IT and business using data analyt-
ics to analyze processes, define needs, and provide data-driven feedback and reports to executives and
stakeholders. BAs encourages business leaders and consumers to understand how data-driven system,
product, service, software and hardware improvements can improve efficiency and add value. They must
articulate these ideas, but they must also align them with what is technically feasible and economically
and technologically realistic. (Mary K. Pratt and Sarah K. White, 2019). Recent researcher has discussed
about the definition of requirements that has been identified as core aspects of business analysis work but
the definition does not specify the nature of the system.



Time, cost and quality

To measure the success of these different information system, organizations are moving beyond tradition-
al financial measures, such as return on investment. Previous researcher stressed the limitation of time,
cost and quality. According to Stacie Petter perceived ease of use is the most common indicator of
device performance due to a large amount of research related to TAM. Nonetheless, perceived ease of use
does not capture the system quality build as a whole, as developed and tested, an instrument consisting
of 40 items measuring eight system quality factors, consistency, portability, user friendliness, comprehen-
sibility, efficiency, sustainability, economy and verifiability. (Debra, 2015) In the light of these factors, the
research was designed using a framework that required a broader perspective of situational aspects and
position across a variety of business analysis projects.

Aligning the strategies plan

The business analyst plays a role in aligning the strategies planned and implemented with the needs of
stakeholders, as stated in A Guide to the Business Analysis Body of Knowledge which is the tasks carried
out by business analysts (Muhammad syah, 2017) The role of the business analyst is more than just spec-
ifications, it is much broader and far more inclusive across the company. The business analyst therefore
plays a critical role in the success of the execution of the plan.


According to (Lessing, E. 2017) the role of the Business Analyst is that of a person acting as a bridge or link
to interpret, analyze and translate between what is commonly referred to as the Business side which is a
group experiencing a business need or a problem in an organization and the Technology Teams which is
people offering a solution to a problem or a need. The role of the Business Analyst is therefore not only to
identify and understand the business needs or issues, but also to translate those needs into a language that
can be interpreted and understood by the Technology or Solution Teams. It includes a number of unique
and advanced business analysis skills and techniques that make up the business analysis field.



The business analyst has an important role to play in the execution of the project. Within the agile
framework, a new way of working needs to be adopted and different deliverables need to be worked on
by the business analyst to enhance the ability to deliver smaller parts of the solution to the market more
quickly and efficiently. The key elements that the business analyst has to incorporate are the description
of criteria using Use Cases, as well as the active participation in retros and showcases. The soft skills that
were previously required of a business analyst still prevail, as they form the foundation on which a good
business analyst, regardless of the project delivery framework, can play a competent role.

Nurul Wahida Ahmad
[email protected]

Faculty of Information Management




Review by:
Aisyah Norbahiah Ruslan


Purpose - The Business Continuity Plan is a tool to help plan for "disasters" that could leave assets such
as personnel, records data, housing and physical facilities inaccessible for either short-term or longer
periods of time. Use this guide to learn about the problems involved in planning the organization and
its operations for survival, as a checklist of activities in readiness, training staff, and recovery from a
disaster. This research is intended to examine the factors contributing to the performance of Malaysian
universities ' business continuity planning. To define the importance and meaning of the relationship of
the chosen variables, both measurement and structural models were used.

Design/Methodology/Approach – Using one articles that have be chosen and review with additional of
others related article too. All the articles than analyzed in order to examine and collect more information
regarding to the purpose of this article review.

Originality/value – This paper highlighted the value of adopting business continuity planning
processes in service management.

Keywords - Business continuity planning, risk management, contingency approach, Malaysia, universi-
ty, Business strategy, Management

Paper type – Research paper



Universities are complex organizations that carry out many types of activities because they are student
movers and research centers. Despite sufficient policy budgetary funding, university education extended
causes severe financial stress and universities recently looked towards the sales innovation and genera-
tion market. All universities in Malaysia face a serious problem: public universities suffer from funding
problems as well as from the use of resources from human resources and contributions from non-human

Efficiently producing revenue has become a priority for public universities to seek further ideas and tech-
nologies. Universities are now required to maintain their universities in order to plan business continuity
(BCP). BCP is struggling with a disaster project after it has been hurt. It is vital to have an early strategy
for securing important information and processes. Previous research found that risk management is an
important element which influences business continuity planning. Without risk management, the man-
agement of a business cannot be assumed. The identification, evaluation and management of all types of
risks is required. Successful risk management allows for better and more efficient business operations.


Most universities are now trying to revitalize their financial balance. Such as Educational services, con-
sulting and commercialization of research results and contract resources. In addition, there is a serious
problem for Malaysian universities: public universities have problems with underfinancing, are suffering
from the use of human resources and non-human resources. For various reasons, the Ministry of Higher
Education has asked 33 private colleges in Malaysia to shut down. This transition from government fund-
ing to market orientation affects various aspects of knowledge generation and transmission that tend to
create a number of problems.


Many IT practitioners are involved in business continuity (BC). It is a very big topic with many re-
search on various aspects (Wing S. Chow, 2000). It is a very broad topic. In some research, the high-level
planning and management side contributed to the introduction of processes within companies such as
management of business continuity (BCM) and planning for business continuity (BCP). The technical
part that led to the introduction of technological continuity solutions for businesses like defect tolerant
systems and replication solutions for data was further addressed. Business Continuity Planning (BCP)
lifecycle is an iterative continuous process that involves business risk and impact analysis, preparation of
required emergency procedures, testing and auditing recovery procedures, staff training and awareness
of recovery procedures, and maintenance of the business continuity plan (Mick Savage, 2002). The BCP's
objective is to keep the company running. This is achieved by developing a plan to deal with how key
business operations can be restored in the event of an accident or a catastrophe.

Recent research found that risk management is an important element which influences business con-
tinuity planning Ruzic-Dimitrijevic, L., & Dakic, J. (2014). Recognition, assessment and monitoring of
all forms of risks. Successful risk management gives you the chance to work faster and more efficiently.
Risk management becomes an important factor in environmental management. The ISO 31000:2009
norm formulates risk management principles and guidelines. Risk management helps businesses to ac-
complish their goals. Risk management enables organizations to achieve their objectives. Wu, M. C.,
Nurhadi, D., & Zahro, S. (2016) suggested that it is difficult and important to protect the university's
credibility and wealth by introducing risk management as a new concept to identifying and managing
the risks associated with these activities and creating new opportunities.

Contingency approach is important for business continuity planning. Their results highlight the effect
of the strategy map approach on the development of universities ' internal governance model and the
enhancement of university strategic management Han, S., & Zhong, Z. (2015). Pelletier, S. (2012) proved
to be an organizational culture adapted to risk-related issues by creating a holistic approach to risks
management and contingency. Universities need to prepare for business continuity early on if there is a
catastrophe. However, in Malaysian universities, business continuity planning has not been the priority.
It is the more reason for Malaysian universities to have BCP for their sustainability. Based on the article
it says that it is crucial for Malaysian universities to achieve the stated objectives for a BCP-centered
business environment, to be a high-earners nation by 2020 and fully developed by 2037.

For the findings, according to demographic analysis, a total of 100 out of 120 questionnaires were re-
ceived (83.3% response rate) for this study. From the total of 100, 45 respondents work in private in-
stitution which represents 45%. Meanwhile, 55 respondents (55%) work in public institution. The re-
spondents then were asked regarding the application of any Quality Management System (QMS) in the
institution. 59 (59%) respondents reported ISO 9000 QMS for their institutions; five (5%) respondents
reported ISO 14000 Environment; 36 (36%) reported that they had done certain forms of management
system performance in their institutions. Next, they run SmartPLS 3.0 using algorithms and the struc-
tural modelling technique. The measurement model properties were evaluated for its consistency and
reliability before testing the structural model.



All factors of risk management and contingency strategy have been found to affect business continuity
planning in Malaysia's universities. These significant positive links were consistent with previous studies
Ruzic-Dimitrijevic, L., & Dakic, J. (2014) and Berg, H. P. (2010). It is so important not to ignore the busi-
ness continuity plan (BCP), as the development and preparation is needed to enable organizations such as
universities to be alert to events in a way that is common to basic business transactions at the well planned
level of disruption or catastrophe. By doing this research, they only collected data from top managers and
university lecturers. The fact that those people are very busy with their work took us almost 8 months to
collect all the data. For the recommendation, it recommend that implement Risk Management and ISO
22301 BCM in the public universities in Egypt.

This study concluded with a significant impact on business continuity planning risk management and
contingency approach. This crucial finding suggests that public and private university administrators, the
Ministry of Higher Education (MOHE), and other stakeholders are involved. It strongly advises all stake-
holders in each of the departments or faculties to work together in their strategic planning strategies to un-
derstand and account for risk management activities and contingencies approach. Prioritize the scheduling
of business continuity. Other methods such as budgeting and BCP training in business continuity planning
are paramount in universities.

Aisyah Norbahiah Ruslan
[email protected]

Faculty of Information Management




By Aisyah Norbahiah

Information is an important resource in the day-to-day operations of

individuals, organizations and society. The world has evolved to an age
where information technology and information explosion abound,

there is a need for qualified information professionals with relevant

knowledge and skills to manage, organize, repackage and disseminate
the multitude of information resources in all formats. recognizes in-

formation as strategic resources. It is designed to educate and train

students with knowledge and skills in managing information using in-
formation systems. It involves analysing, designing, developing, and

managing various types of information systems for identifying, ac-

quiring, organizing, storing, and retrieving as well as disseminating

information for users’ strategic and competitive purpose. As individ-
ual user and organization generated lots of information that comes in

many forms and format. The information needs proper management

in terms of storage, retrieval in the future. Thus in every organization,
there are a lot of information systems and that these systems need pro-

fessionals to manage them so that the systems able to function effi-

ciently and meet the expectation of the user.


A university campus student's life revolves around studying in class, studying in the library, taking part in co-curricu-
lum activities made compulsory by the university. The knowledge and skills that I already learned from being student of
information systems are in order to identify, acquire, organize, store and retrieve information and disseminate, learned
language of PHP, MySQL, html, C++, and learn how to use SPSS, the analysis, design, development, and management of
different types of information systems. I have built in myself many skills, such as time management, teamwork, research
evaluation and communication, independent, budgeting and money management. I have also learned how and what it
requires to conduct research and analysis. Communication is the key thing to be mastered. I was trained to communicate
with many people while I was at university and learn how to handle people.

I gained a lot of experience during my university studies. I have been Deputy Director of the Public Relation Event as to
enhance my leadership skills, where my task is to prepare a project proposal and to make sure our event runs smoothly
by keeping track progress of all our bureau and committee member doing their tasks well. Other than that I also been lo-
gistic Bureau during my diploma time in September 2016 where this event is involve the whole of my batch that include
class A, B, C and D. As logistic bureau, my task is to Provides tools and assists the competition, inspect the equipment
and make sure it meets the specifications, provides a field, hall, or court for event/competition venue, book a venue,
provides all technical related requirements to facilitate program implementation, update tools and control movement
of tools and be the responsible for equipment used during an activity or project. And in for this semester, I’ve been as-
sistant secretary for subject Marketing. As my task is to provide official correspondence and to record every activity or
meeting that takes place on a weekly basis, to be entered in the minutes of meeting, as well as preparing a report. What
I can conclude based on my experience is I learn on how to dealing with friends, lecturer and many others as it such a
challenging in treating everyone equally and as to hoping there’s no issue, also experience in dealing and communicate
with people outside of the campus where to find a company to interview for a case study assignment/project. I am also
experience in making and create finding aids for subject archival, making handbook for subject business record, develop
system and web for subject system analysis, learning about data centre, experience to do a database, experience learning
many coding languages such as PHP, MySQL, CSS and Html. I am so glad that I have experienced and a quality skill
during in the university. So that in future I may have high confidence and fluently in dealing with more people and also
want to contribute the knowledge that has been learned during my studies.


By Hassan Ali

A record is a transaction between individuals or institutions that is first

documented and then stored on a specific repository for a given, or in

some cases an unspecified amount of time. Records vary in their contexts
they can range from court records to state information that a country holds

about its citizens i.e. birth and death certificates. Records in the current

day and age are usually stored electronically on databases. Records pro-
vide an organization or government institutions with the necessary proof

of the interaction with its partners, in the case of organizations, or citizens

in the case of the state. By learning on how to manage records, I realized
on the importance of taking care of records which can cause a disaster if

we did not take care of it. Business records are one of the most important

type of record that we have to put our eyes on. If the records of the orga-

nizations are not be kept in a good manner, it can cause the company to
lost its business and close forever. Therefore, it is important to know what

records should be keep and what should be remove.



A Student 's life on University campus revolves around going to classes, studying in the library or in their own room,
getting involved in co-curricular activities made compulsory by the university and sometimes hanging out with their
friends to have fun after an exam. Since I entered UiTM, there are a lot of skills that I have developed in myself such
as time management, research, analysis and communication and budgeting and money management. I have learnt in
managing my time, know what is necessary and what is not. Also, I also learnt on how a research and analysis was been
conducted and what is the requirement to do it. Communication is the crucial thing that every one need to mastered.
While in university, I have been trained to communicate with many people and learn on how to handle people. Lastly,
I learnt on managing my money. I have to plan my expenses so that I will not have financial problem as I will need a lot
money when it comes to the end of the semester.


Many experience that I have gained during my time in university. I have joined many innovation and creative compe-
tition to enhance my skills. The experience of joining many competitions and win some of the competition was really a
great opportunity. I also joined an ideas competition which required me to write an essay and also present my ideas in
Surabaya, Indonesia. The experience of getting new knowledge, connection was totally great and the exchange of culture
is really open my eyes that how amazing my and other people culture. Also, university itself gave me so many experienc-
es that I cannot buy with money. Dealing with friends, lecturer and many others was such a challenge and I am glad that
I have experienced it during in the university.


By Nurul Wahida

Records management is "responsible for the efficient and systematic con-
trol of the creation, receipt, maintenance, use and disposal of records,

including the capture and maintenance of evidence and information on

business activities and transactions in the form of records." Before this re-
cord have been keep only in printed but there are a lot of lack when keep it

records in printed. Nowadays, many organization or government change

their records keeping by keep it in electronic which can save space and

prevent it from cause of disaster. By learning this subject, I gain knowl-
edge about the important of records, types of records and the retention

period of the records usually used in the organization and can apply it to

manage the records of my online business.


A university campus student's life revolves around studying in class, studying in the library, taking part in co-curricu-
lum activities made compulsory by the university. The knowledge and skills that I already learned from being student
of library science management are how to do cataloguing process manually, how to do DDC and LCC number, Index
and Abstract and Marc 21 and many more. I have built in myself many skills, such as time management, teamwork,
research evaluation and communication, independent, budgeting and money management. I have also learned how
to conduct research and analysis. Communication skills is the most important things that need to master it because
I was very shy to speak before this but in university I was trained to communicate with many people while I was at
university and learn how to handle people. Lastly, I learn on managing gain money while studying so that I will not
have financial problem in every semester.

I gained a lot of experience during my university studies. I have join PUSTAKAWAN MUDA and I’m a part of the
group member of circulation department. I manage to do policy, rules and regulations and contribute ideas to do
activities in Wakaf Children Library that are now used in the library. Moreover, in university I participate a lot of
library programme which is in Persidangan Tahunan Perpustakaan Malaysia, Bengkel Asas Biblioterapi and I also
join to setup the library in Perpustakaan Kuala Lumpur, TTDI. I also participate as an usher in IM 50th Dinner,
SACC last year. This semester, I have been treasurer for subject Marketing. My task is planning budget in event to
buy any equipment that use during the event. Based on that experience, I manage to control the money that come
and out during event. I also learn how to develop a system in library by using Greenstone software on subject Digital
Library. As a system developer in my team, I manage to share what I do in the system to the other team member so
that they also know how to do it by their own during practical training soon if the organization ask them to develop
the system in the library. I also experience to do abstract about the old materials in National Library during subject
Manuscript. It was the new knowledge because I learn to handle and get some knowledge about the old materials that
are in National Library For subject Planning and Design Library, my task in the group is to do organizational chart
and department. It was not easy task to get an idea alone because the expectation of my lecturer want is higher than
our expectation but I manage to solve it. It was the new knowledge because I am so glad that I have experienced and
a quality skill during in the university so that in the future I may contribute the knowledge that I have learn in the
other organization.


By Ahmad Muhaimin

Records are documents that memorializes and provides objective evidence of activities performed, events
occurred, results achieved, or statements made. Records are created/received by an organization in routine
transaction of its business or in pursuance of its legal obligations. A record may consist of two or more
documents. All documented information, regardless of its characteristics, media, physical form, and the
manner it is recorded or stored. Records include accounts, agreements, books, drawings, letters, magnetic/
optical disks, memos, micrographics, etc. For business record, a business record is a document that records
a business dealing. Business records include meeting minutes, memoranda, employment contracts, and
accounting source documents. It must be retrievable later so that the business dealings can be accurately
reviewed as required. Since business is dependent upon confidence and trust, not only must the record be
accurate and easily retrieved, the processes surrounding its creation and retrieval must be perceived by
customers and the business community to consistently deliver a full and accurate record with no gaps or
additions. Most business records have specified retention periods based on legal requirements or internal
company policies. This is important because in many countries’ documents are required by law be dis-
closed to government regulatory agencies or to the general public. Likewise, they may be discoverable if
the business is sued. Under the business records exception in the Federal Rules of Evidence, certain types of
business records, particularly those made and kept with regularity, may be considered admissible in court
despite containing hearsay.



As we know, student’s life in university full of challenges that must faced by students to get what they
want. Same with me, I already face many things since I continue my diploma till now. A lot of skills were
developed for me such as become a leader to organize events, skill in time management, research, analy-
sis and communication skill.

Many experience that I have gained during my time in university. I have joined many event and pro-
grams that provided from my own faculty and another different faculty. While I was in my diploma
study, I was selected to join leadership camp that provided by UiTM. Many activities provided in that
camp to improve my leadership skill. While I as a president, a lot of programs and activities that I had
organize and provide to students. So base on my experiences, I become more confident and can adapt
with any situation whether in university or outside.


By Aliff Aiman

Toward my Study in Information Management and Information System
Management, I’ve learn a lot of thing from it. This is include the basic record
management knowledge that I have learn on my studies in Information Man-

agement. Overall I can conclude on how important the record towards the
organization and also the people. For example, the transaction from buyer to

seller can be include as record or also known as evidence toward the transac-
tion action that has been done.

Furthermore, I have also gained some knowledge on system management
based on my studies in Information System Management that has been going

right now. System is commonly used widely by the organization to help them
toward the management of the record, registration purpose and more regard-
ing the IT related. Nowadays, System field are commonly demanded by in-

dustry where most of the working equipment are using the system to operate
it. This is shown that system are highly needed by the organization to enhance

the working performance and less use of paper that usually been use in man-
ual operation purpose.


Every person has different skills and personalities. The skill for a person wont develop easily and it takes
a lot of practice and time to actually mastering it. For the skill that I have gained during my University
day are the most important thing in every person which is communication. Communication is high-
ly important not just for basic conversation that has been done but also important in the future when
working in the organization. Communication is a key for success which is why it become the most
important element to get yourself the job that you has been dreaming for. Moreover, I also gained the
self-confidence when doing something that require me to have a critical thinking in making the decision.
What have I learn that, when you are able to gained self-confidence, you can do everything that you want
to be and nothing can stop you from achieving the things that you want.

My overall experience during my time in University until now was wonderful and also challenging. But
the most memorable moment was on UiTM Kedah where that was the first time that I have to stay far
away from my family. In that moment, I learn how to survive independently and know how challenging
the University life really are. I also joined the faculty’s club as the platform for me to polish my soft skill
and also know how to work likely in an organization. In that organization, I’ve been assigned on the
Multimedia team. It was interesting because, it was a dream of mine to work on that particular depart-
ment. I’ve been exposed with multimedia development since I was in secondary school and that was my
greatest skill that I have which leading me towards that particular team that I love to work with. More-
over, I’ve also joined some art and cultural club where it was the most active club that organize many
interesting event from the past few semester. From that, we’ve achieve a lot of experience and met many
people with different culture. Furthermore on the curriculum side, I’ve joined basketball club and that
has become my favorite sports next to football and e-sports.




Policy of Collection

Audiovisual Material




Policy of Assessment And

Procument Public Record






Policy of Government Record












preservation Policy


Both physical and digital collections are preserved at The National Archives. The purpose is to
preserve these collections for posterity, to retain authenticity and value, to facilitate access, and to
protect our current and future collections from risks such as deterioration, damage, loss,
corruption or obsolescence.

Records collection policy


This policy is an update of our previous Acquisition and Disposition Strategy. It sets
out which records we will and will not collect from public records bodies, when we
will collect them and where they will be held.

As well as providing high-level guidance for public records bodies preparing to
transfer records to The National Archives, this policy enables members of the public,
including those who use our archives for historical, academic or personal research, to
find out what types of records we will collect.

persistent handling policy


The purpose of this policy is to provide a tool for The National Archives when con-
sidering whether enquirers are displaying unreasonably persistent behaviour, and to
explain the appropriate actions that The National Archives will take in this instance.


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