The Wire 4th Edition

Besides bringing various innovation in context to the job, the team proactively
ensures our monthly activities are held consistently which increases our intrinsic moti-
vation. Monthly birthday treats, Reward & Recognition, MayDay, ALTEL T-Shirt day, Ice
Cream day, Buka Puasa, Christmas and Deepavali celebrations are some of fun-packed
events organized by the fun club committee, chaired by our ever resourceful Assistant
Manager Nurul Ashikin.
Appraisal reports from our client is that of an encouraging environment as they
constantly send votes of thanks in acknowledgement of our performance.
Most will say Thank God it’s Friday, but in ALTEL we say Thank God it’s Monday, an op-
portunity to reembrace our family of colleagues. OUR SECOND HOME!
The bond within us and the daily hard work laid into the development of the project is
unpretentious.
To conclude, we believe in empowering the team and the environment provides
the liberty to be innovative!

McDonald’s
I’m Lovin’ it

I’m lovin it! (sing it)

McDonald’s needs no introduction, as the best fast food chain in the world.
McDonald’s Call Center located at 31st floor Menara TA One, offers a unique delivery
service nationwide, including Sabah and Sarawak.

This Call Center has been with Scicom Did You Know?
since March 2012 and has been excel-
ling since inception. *Our daily dress code are casu-
It is Scicom’s first F&B Call Center. This al attire considering majority
differs from other Scicom based call cen- of our employees are Flexible
ters due to its call arrival pattern which workforce who comes in to
utilizes a higher ratio of flexible workforce work after college or other offic-
as against full timers. This highly driven
team consists of 20 support staff, 35 full es hours
timers and a pool of 250-300 part timers
which operates 24/7.
The project is steered by Senior Vice
President – Mr Sudharsanan Palandy
Samy; Vice President – Mr Robin Mania-
rasu ; Operations Manager – Mr Sivanen-
dran Ramachandran, together with five
team leaders and other capable hands.
Varying range of enquiries is handled
from the desk comprising of order taking,
feedbacks and suggestions related to
the products and services. We also man-
age all complaints channeled to us, Grid
Management (Address/Delivery Area) as
well as providing manpower for 35% of
the stores within Klang Valley for Rider
Management.

Did You Know?

*McDonald’s Call Center is the
first food and beverage project in

Scicom (Msc) Bhd
*Our IT Team does visit stores
nationwide even at Sabah and
Sarawak for IP phone mainte-

nance

Other than the above, we also add val-
ue to the business by providing IP phone
technical support, fax machine mainte-
nance and Order Queue Management to
all McDelivery stores nationwide.
Besides our core duty in call attendance,
several notable achievements were ac-
complished over the years. We seam-
lessly manage an average of 190,000
calls a month whereby 110,000 – 120,000
are converted into successful sales.
Giving back to the society constitutes the
core essence of living, reflected espe-
cially when we worked closely with the
other projects in Scicom to raise funds
reaching out to the earthquake victims in
Nepal.

We say it out loud, “home sweet second
home” the chant that drives our motiva-
tion in our day to day work. McScicom
club acts as an avenue through which we
continuously organize events and “RA-
RA” activities to build unity amongst the
team, creating a positive working envi-
ronment.
Do you want to know what we achieved
recently???
McDonald’s operations has been certi-
fied by SCP(Service Capability and Per-
formance) ranked third globally and the
highest in Scicom with a score of 137.73
which surpasses the world benchmark
scores of 118.26!!! It is a big deal! Another
milestone in the Scicom service delivery
achievements – brush off the shoulders.
As we journey along the digital age may
the “lovin” embrace of our McDonald’s
partner stay the course.

Did You Know?

*The schedule for all flexible
workforce are plotted based on

the availability and commit-
ment given by themselves

Lotus Cars is a British
manufacturer of sports and
racing cars and now owned by
by DRB-HICOM through its
subsidiary Proton

Jaguar is the luxury vehicle brand of
Jaguar Land Rover, a British
multinational car manufacturer with
its headquarters in Whitley, Coventry,
England, owned by the Indian
company Tata Motors since 2008.

LENOVO

It is an undeniable fact that Lenovo, a world corporate users from six countries –
renowned brand, has taken its place in the Singapore, Malaysia, Thailand, Philip-
ever growing world of Personal Computers pines, Indonesia and Vietnam. Smart-
and Phone manufacturing. As a seasoned phone - offers technical solution for
manufacturer, designer and developer of smart phone users to the above men-
information technology devices and soft- tioned six countries.
ware solutions in more than 60 countries, Scicom’s liaison with Lenovo is a
Lenovo has established their dominance in unique operation whereby the Person-
the market. nel recruitment, Bursary, IT support,
Hey! We now have bragging rights to Logistics and Operations facilities are
say Lenovo’s support desk is in our helm. handled by Scicom whereas the core
The Scicom-Lenovo journey began on daily operations is run by Lenovo.
February 2015 with eight agents, one As- The Scicom Lenovo desk is om-
sistant Manager and a trainer. The team ni-channelled where besides the tradi-
size sky-rocketed from 10 to 199 head- tional phone call, the desk also offers
count and is currently extending our user user support via email and chat. Locat-
support to ASEAN countries, New Zealand ed on the 24th floor, Lenovo’s account
and Australia. is managed by Senior Manager, Vinod
Some important information on what Prasad.
each Lenovo support desk does on a daily
basis:- ANZ Idea – offers technical support FOR
on Personal Computers and laptops to our
Australian and New Zealand consumers. THOSE
ANZ Think – offers technical support on
Personal Computers and laptops to our WHO DO
Australian and New Zealand corporate us-
ers.ASEAN PC – Supports Personal Com-
puters and laptops for consumers and

Though a busy operations with an average Lenovo is proudly
of 15000 calls per month, the management owned by
still offers its work force a bonding time Liu Chuanzhi ,
where activities such as birthdays, perfor- a Chinese business
mance recognition, festive celebrations, tycoon.
themed events and pot luck parties are or-
ganised for staff appreciation. Their biggest hit is
As steered by both arms of Scicom and their latest innovation
Lenovo’s Management, this unique styled which is the Lenovo
operations has availed us the privilege of K4.
learning from two giants of diverse indus-
tries, the marriage of customer delight and
hardware technology.

ETIK A
Thirsty??? Etika to the fore. product service delivery via inbound, out-
bound and email. Generosity defines us
Etika Sdn Bhd formerly known as as we regularly support Scicom organised
Permanis is a leader in beverage man- events by contributing free drinks. This
ufacturing and distribution, which offers wholesome sharing of self was evident
famous products and not limited to Won- during our SCICOM organised blood Do-
da coffee, Tropicana Twister, Calpis and nation drive, where 360 packs of drinks
Mountain Dew. To date the taste of Etika was sponsored.
is enjoyed in every home in Malaysia cov- As we strive towards excellence, Etika’s
ering every category of beverages avail- plan tends towards incorporating its logis-
able in the market, making them “a one tic arm to the Scicom unit.
stop beverage partner of choice”.
Etika has established a comprehen-
sive distribution network across Malaysia,
reaching over 40,000 customers direct-
ly with its HQ located in Kuala Lumpur.
Since 2013, Etika has entrusted Scicom
with its service delivery arm .With a work
force of four operations staff dealing with
local customers and consumers on a va-
riety of enquiries, such as sales , product
Information & usability, marketing equip-
ment and maintenance (MEM) enquiries,
functionality & Repair and complaint man-
agement . We are the Omni-channel for

Senior Vice President
Sudharsanan Palandy Samy
Senior Operatiom Manager

Vinod Prasad Appanan
Speacialist Operation

Shalini Krishnan



The first car accident
occurred in 1891, in Ohio

In all walks of life, learning is the key to unlocking hidden poten-
tials and by proxy, improving our life chances. To this end, Pear-
son UK engages a blend of training, technology, and information
systems with an aim to support, inspire and motivate every educa-
tor and learner. Pearson Qualifications Services (PQS) business
formerly known as Edexcel is a certification brand for academ-
ic and generation qualifications from Pearson. PQS world-class
academic and general qualifications includes General Certificate
of Secondary Education (GCSE), A-Levels and International
GCSE, as well as some vocational qualifications, including Na-
tional Vocational Qualifications (NVQs) and Functional Skills.

The Pearson UK project in Scicom data entry for scores are run after general
commenced in 2008 and is essentially a examinations in the UK are completed.
combination of many desks that are mostly We are unique in all forms, both
technical support in nature. We’re based work and fun! And believe me we have
primarily in Cyberjaya and can be divided merged this exceptionally well. Case in
into the seasonal and permanent team point, during our summer peak period,
which can reach a combined headcount our busiest period operationally, we orga-
of about 300++ during our peak season! nized a cookout challenge similar to the
Our support desk caters for As- popular Masterchef challenge TV pro-
sessment Associates (AAs), examin- gramme. We pitted two amateur chefs
ers for National Curriculum Test (NCT), against each other, with each group
Adobe Connect teams, PAS Internation- preparing three different dishes. The Fi-
al markers and internal employees of nal dish was judged by the non-partici-
Pearson UK. As Pearson adopts ITIL in pants. This event was themed “Pink and
its IT infrastructure, most of the technical Blue” for boys and girls respectively and
support desks would need to liaise with our SVP Sudhar was the guest of hon-
the UK Service Desk team for further as- or. We’ve also had retreats in places like
sistance and that usually promotes and Langkawi, Malacca and Port Dickson.
enhances rapport between teams. We In light of the UEFAEuro 2016, we or-
also manage the Key Depressions Proj- ganized a futsal tournament between the
ect (KDP), a seasonal project, of which different desks of the Pearson UK project.

I would say it was a memorable event for
us. The love for the beautiful game pro-
moted an inspiring togetherness despite
the many cultural differences between us.
LIVE AND LOVE THE GAME FOREVER!
We will not forget in a hurry, a re-
cent Chennai Flood that left other techni-
cal support teams of Pearson nonopera-
tional. This created a high influx of calls
to our support desk. Hence, we were
asked to fill in the gaps and offer assis-
tance where we could, which at times re-
quired us to put in extra working hours.
It was an amazing team effort and our
client Pearson personally gave us an
award to show their gratitude and ap-
preciation for overcoming this chal-
lenge. Of the accolades we’ve received
so far, in my opinion, nothing trumps
our clients awarding us as “STARS”.
We maybe small (and big at times) but
we run a tight ship of committed individ-
uals willing to chip in extra effort when
needed. Taking Leicester City’s remark-
able and inspirational win of the English
Premier League, we believe anything is
possible when we put our hearts to it.

HEALTHCARE

PARTNERS FOR LIFE

GEHealthcare ASEAN Cus- Owing to the time sensitive nature of our
tomer Service Centre job, communication between all channels
(CSC) started its Scicom are eased up with the use of WhatsApp
based operations on 23rd October 2013 groups per country as a timely-handled
On inception, we served GE Healthcare’s response can save a life.
valued customers for Modality & Life Care We ushered the second year of our opera-
Solution Devices, handling Corrective tions with these comforting words directly
Repairs (EMG Calls), Sales Enquiries, from ASEAN GE Healthcare’s President
Installation, Preventive Maintenance, & CEO David Utama; “As instrumental in
Field Modification Instructions, Survey the reduction of 40% of onsite visit saving
(Pre & Post Installation) and Ordering GE Healthcare for the past 12 months”.
Parts for Engineers. Besides, we do oth-
er administrative works such as Microsoft
Outlook Calendar Booking, Preventive
Maintenance Completion and Ordered
Parts Tracking. Our contact channels
are through Voice, Email, Chat, SMS,
and Voicemail. Our support desk caters
for medical centers from Malaysia, Sin-
gapore, Indonesia, Thailand, Philippines,
Vietnam, and in August 2015 we extend-
ed to Australia & New Zealand.

You know what!!! Amongst our achievements, is the coveted ASEAN Service Award
with category of “Customer Service Center -Service Delivery Excellence” awarded in
2015 and 2016. In appreciation for the endless efforts of our family of 14 esteemed
staff, Donna our lead, regularly organizes fun-packed activities to create a work life
balance. Our team outing to Langkawi, Malacca and the “Kanching” waterfall was
fun, exciting and definitely adventurous. Well that’s how we roll. We pay detailed
attention to ensure our festive and birthday celebrations hit its goal to cultivate team
spirit which is complemented with a reward and recognition ceremony to wrap it all
up.

FUN & ACTIVITIES
ENTERTAINMENT

Wanna hear what we’ve got to say?

It’s amazing and entertaining to
be a part of GE Healthcare family.
We are fortunate, proud and privi-
leged to be part of this project as
we are dealing directly within the
Clients boundary. We feel great
as we have been given chance to
running fantastic project such as
Preventive Maintenance, Survey,
Part Ordering, and Tube Sweep
Program.
This project also taught us lots of
lesson; how to develop my capabil-
ity, talent, leadership, learn about
team work, creativity, initiatives,
strategy, and motivation. Those
are valuable experience, the kind-
ness/ friendliness of the superiors
and team are something that we’d
value every moment we had with.



Mazda MX5 holds the Guiness Record
of best selling two-seater sports car
and the 900000th car was produced on
4th feb 2011

YONDER
MUSIC

Let’s take you yonder into the bliss world A mobile application which offers their
of Yonder Music. premium users with unlimited streaming
Yonder music liaison with Scicom is
spearheaded by our Vice President, and song downloads.
Christopher Michael Cutter, and is cur- Guess what?????? Music download and
rently located on the 31st Floor com- streaming is totally free, and wait for it…
prising of 7 dedicated staff offering user
support for three different countries (Ma- with no data charges. Beat that!!
laysia, Indonesia and Bangladesh). The Yonder Music began its operations in
support scope revolves around tickets in Scicom on 23rd May 2016 and started
the form of e-mails, Facebook posts and
tweets from Celcom, Robi and XL users. with the Malaysian desk.
Yonder Music founded by Adam Kidron What’s music without a voice… Yeah,
has its headquarters located in New we hope to bring the voice calls to our
York. So what is Yonder Music? Operations. More to come, we are the

new kids on the block.
Join us! Let’s take you on a Yonderful

journey with Yonder Music.

DO YOU KNOW ?

Volkswagen owns Bentley,
Bugatti, Lamborghini, Audi,
Ducati and Porsche

The leading airline and travel partner
connecting people across Asia Pacific

ABOUT GALLERY ACTIVITIES

Tigerair which was established in 2004 started in 2013, however due to logis-
is a leading Singapore – based no-frills tic reasons its operation was relocated
airline that offers affordable travel option to Scicom KL on November 2015. Our
and seamless customer experience. With operations has eight dedicated staff
a fleet of airbus A-320 family aircraft, Ti- serving three different language desks
gerair Singapore operates flights to 38 which includes the Indonesian, English
destinations across Asia Pacific coun- and Malaysian desks. Our job scope in-
tries such as Singapore, Indonesia, Ma- volves flight ticket handling, preflight and
laysia, China, India, Maldives, Myanmar, complaint through Inbound and Email.
Philippine, Thailand and Vietnam with in- Though the Scicom operations still in its
terline partner Cebu Pacific (Philippine) infancy stage, our enthusiastic staff are
and Scoot (Australia). Tigerair operations committed to the pursuit of roaring excel-
with Scicom Indonesia lence attending each customer with

“The high positive spirit within us in the office results in
work efficiency and great desire to stay with the company”.

Tigerair Account

Sign In / Register
Malaysia - English >
>

TIGERAIR In SCICOM

unreserved interest. These can be sub-
stantiated from our client’s shower of
praises from their last visit in March 2015.
The bond within the team is that of a fam-
ily atmosphere nurtured with utmost re-
spect and love for all. There is a saying
that “a family that eats together stays to-
gether”, in light of this we regularly have
dinner together to booster our unity. We
also celebrate each members birthday
as loving family does. This show of ap-
preciation helps to improve our morale
towards daily task.

is common amongst great lead-
ers that through their contribu-
tion, success stories and leader-

Itship they are labeled with names.
Names that simply do not fail to define
these leaders. It is an undeniable fact
that he is one of the most reckoned lead-
er in Scicom whom has won the hearts
of many; hence for his birthday last year,
the theme was defaulted to “THE KING
OF HEARTS”. He received a standing
ovation for his entry; well a well deserved
one.
From the decoration up to the food,
everything fell into place, with excep-
tion to the execution of the entry where
is spotted the decoration of the “pho-
to booth” just seconds before everyone
whom gathered for him on the 11th floor
welcomed him with a warm and energetic
cheer “Surprise!!!!!!”.It was obvious that
he was caught off guard for a man that

SVP BIERVTEHNDATYdoesnotleavehisguardsdownin
Sudharsanan Palandy Samy

running one of the biggest Operations in

Scicom. Everyone was smiling from ear

to ear to see him flattered and speech-

less.

The emcee, Anne took control of

the event seamlessly with an imaginary

microphone and then came the cake cut-

ting ceremony. A beautiful cake with a

crown shaped fondant which resembled

royalty was set in front of him to embrace

and cut accompanied with the whole

crowd singing and definitely praying for

his health and wellness in their hearts.

A couple of games were played in

which Sudhar was on top of his game.

Like how Sudhar stated during his birth-

day in 2014 that his team would jump off

the building for him; they participated in

the game for him (Well…obviously it did

not require them to jump off the building

though!). Soon the room was filled with

laughter with the all the funny things that

were said and done. Lunch was served!!

The food complemented the whole event

as almost everyone was munching their

food and kept on asking who cooked the Sudhar is an amazing person.
meal? The ayam masak merah and the We would like to wish him harmony that
mutton varuval was an hit among the comes when all the components of life are
crowd. balanced: when daily work brings delight

and in the evening you go back home to

be with your family. We wish Sudhar in-

ner comfort when you know that some-

where near, at the distance of a phone

call, there are old friends who care about

you and if you feel blue, they will always

come to your place with love and care

to disperse your problems with a hearty

laugh and recollections of turbulent days.

We wish you a year full of pleasant lit-

tle trifles and joys that give one strength

to make great achievements and reach

one’s goals.

“The secret of staying young is to live honestly, eat

slowly, and lie about your age”

DO YOU
KNOW ?

VOLVO made a shocking pledge: By 2020 , no one
will be killed or seriously injured in a new Volvo
car or SUV!.
With Globalisation and few POPULAR
CONTINENTAL CAR BRANDS NOW OWNED
BY ASEAN BIG GIANTS..and to name a few …
Volvo Car Corporation a SWEDISH luxury vehicle
now wholly owned subsidiary of Zhejiang Geely
Holding Group of China.



The Wire magazine is in its fourth installment; the latest edition offers broad views
on SCICOM projects via a digital platform. As you read through this edition, we
hope you will be wowed by the GREAT minds our company SCICOM holds, and
seek to meet these bright minds someday through any social gathering. This grand
return of the Wire Magazine digitalized was left in my care by Mr Sudhar, we began
the adventure in June, and the last three months have been a beauty of unimag-
inable proportion en-route completion of this informative and fun parked edition.
This digital magazine is a synergy of souls and I’ll remain grateful to all the commit-
tee members and PICs for their unending inputs towards enshrining this magazine
in the hearts of many.

To Rezuan and Zachary, our creative ge-
niuses, who designed and captured paint-
able memories shared on the pages of this
media masterpiece.

REZUAN ZACHARY

To Anne & Martins, the chief editors, words
sure do matter and the range offers beauty
to a fleeing world, thanks guys for your self-
less nature.

ANNE MARTINS

To Jaalini and Din, the photographers, DIN
for their passion, precision and patience
during every photoshoot, with determina-
tion to put out only the best!

JAALINI

ALICE To Lisa and Alice, our motivators, for always being
bubbly and forever encouraging in getting things
completed. Thank you for the interesting ESL
write-ups.

LISA

To Thanaraj, our co-chief coordinator, for doing the ground-
work and bringing The Wire committee together, your drive
to initiate things is worth emulating.

THANARAJ

To Shalini, for her constant cheerful support in
coordinating meetings and working closely with
PICs.

SHALINI

To Jason, for your energy, that concept of refining the proj-
ect story board was quite intelligent and time saving, your
help in the write up’s editing is a tale of its own.

JASON

Cicy – for the effort in giving the
initial write up on Tigerairways

Rina – For the effort and time for the write
up on GE HealthCare

CICI RINA

To PICs
Shenoy Sri Lanka, for your prompt response and bridging the distance
Puven – For good initial write ups on Mcdonalds
Shankar, Vinash & Fadzil – For your humility and resourcefulness in connecting us
with Pearson despite your busy schedules.
To colleagues;
Junalyn – For the initial guidance and support
Sivanendran and Segaran – For the friendship and constant support
And finally to all unmentioned individuals who have given their support and effort, I
remain forever grateful.

GPWIACILTRLUEERR’SEY