IMR652 GROUP PROJECT (BAE6B)

1 BACKGROUND FACULTY
2 BACKGROUND PROGRAMME

3-7 BIODATA

ARTICLE :

8-10 1.ELECTRONIC RECORDS MANAGEMENT: THE
DEVELOPMENT OF A MODEL OF EDUCATION AND

TRAINING FOR RECORD KEEPERS.

TABLE OF 11-14 2.FACTORS THAT CAN AFFECT AND ENHANCE

CONTENTS CUSTOMER SATISFACTION

15-17 3.STRATEGIES FOR IMPROVEMENT OF RECORDS
MANAGEMENT IN ENHANCING QUALITY OF

SERVICES IN INSTITUTIONS OF HIGHER LEARNING:

A FOCUS ON MOI UNIVERSITY, KENYA

18-19 4.DEFINING AND MEASURING THE QUALITY OF

CUSTOMER SERVICE

20-22 5.HOW TO CREATE AN EFFECTIVE BUSINESS

CONTINUITY PLAN

23-27 REFLECTION
28 NATIONAL & INTERNATIONAL POLICY

29 GLOSSARY

NOVEMBER 2019 / ISSUE 11 / VOLUME 2SCENE

ART & CULTURE ISSUE

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BACKGROUND OF FACULTY

FACULTY
BUSINESS
&MANAGEMENT

In 1956, Dewan Latihan RIDA (Rural Industrial Development
Authority) to conduct courses for the benefit of Bumiputeras
in the commerce and industrial activities in both rural and
urban areas and the first business related course offered
was an 18 day preparatory programme for the London
Chamber of Commerce at Higher and Intermediate levels.

And in the year of 1965, Dewan Latihan RIDA was renamed
MARA College (Maktab MARA). At the same time, Diploma in
Business Studies (DBS) and the Diploma in Banking (DIB),
courses are set and conducted internally by the College.

In the year between 1991-1994, the advanced Diploma in
Business Studies (Finance) course was launched in 1991.
The introduction of the ADBS Human Resource Management
programme was developed in 1993 to help develop
graduates in the knowledge and skills needed in personnel
development. In January 1994, ADBS in Operations
Management was introduced. In July 1994, ADBS in Retail
Management was introduced with an initial enrolment of 22
students.

11
|1

BACKGROUND OF PROGRAM

HUMAN
RESOURCES
MANAGEMENT

In managing today’s human resource problems,
organizations must rely on professional human resource
staff. The management of people is interesting and
challenging. Human resource managers are expected not
only to formulate but implement policies. The Faculty of
Business Management, UiTM offers the programme of
Bachelor of Business Administration (Hons.) Human
Resource Management to answer to this need. This
programme is designed to produce graduates equipped
with the necessary broad–based and specialized
knowledge and skills in Human Resource Management to
become human resource professionals in an international
environment.

Among the courses offered are Strategic Management,
Human Resource Development, Performance Management,
Compensation Management, Industrial Relations,
Employment Law and Current Issues in HRM. Since this
programme emphasizes skills in Human Resource
Management, the students are also trained in Computer
Applications, Public Speaking and Interviewing and they
are required to undergo practicum in related organizations.
Graduates will be able to fill job vacancies at executive
level in any Human Resource Department in any
organization.

|2 22

TASTE

21 EMULOV • 01 EUSSI • 9102 REBOTCO THE
PIZZA
ISSUE

Where to get the best pizza in town / 13 •
Make your own pizza / 15 •

Choose the best sauce / 17 •

NURUL NAJIHAH

Biodata

NAME

NURUL NAJIHAH BINTI MUHAMAD
NAJMI

LIFE MOTTO BIRTH DATE
Love all, trust a 6 April 1999
few, do wrong to
none CURRENT
ADDRESS
HOBBY Semenyih,
Listening to Music Selangor

PROGRAMME
HUMAN RESOURCE MANAGEMENT
(BA243)

3

SYAFIAH
NORSYAFINAZ

Biodata

NAME

SYAFIAH NORSYAFINAZ BINTI
JUBIDIN

LIFE MOTTO BIRTH DATE
No need to do 24 September 1998
things right, just do
things what you CURRENT
want ADDRESS
Tuaran, Sabah
HOBBY
Read book and PROGRAMME
watching HUMAN RESOURCE MANAGEMENT
documentary (BA243)

4

NURAIN ANNISSA

Biodata

NAME
NURAIN ANNISSA BINTI MAZLAN

LIFE MOTTO BIRTH DATE
YOU ONLY LIVE 30 June 1999
ONCE
CURRENT
HOBBY ADDRESS
READ ONLINE TELOK
NOVELS / PANGLIMA
STREAM GARANG,
YOUTUBE SELANGOR

PROGRAMME
HUMAN RESOURCE MANAGEMENT
(BA243)

5

SITI NOOR HALIDA

Biodata

NAME
SITI NOOR HALIDA BINTI ALI BABA

LIFE MOTTO BIRTH DATE
Me only a human. 25 August 1998

HOBBY CURRENT
Watching K- ADDRESS
Drama Betong, Sarawak

PROGRAMME
HUMAN RESOURCE MANAGEMENT
(BA243)

6

FATIN SYAFIQA

Biodata

NAME
FATIN SYAFIQA BT MOHD NOOR

LIFE MOTTO BIRTH DATE
Make it simple, life 20 May 1998
is not complicated
CURRENT
HOBBY ADDRESS
Food Hunting Rawang, Selangor

PROGRAMME
HUMAN RESOURCE MANAGEMENT
(BA243)

7

DECEMBER 2016 IMPRINTMAGAZINE.COM TRENDS

THE BEST
HEALTH APPS

One rarely falls in love without being as much attracted to
what is interestingly wrong with someone as what is
objectively healthy, says philosopher Alain de Botton

by Stephanie Potter

THERMOMETER APP Research on this article is done with the help of
Heath Thomas, a health technology expert
1 teaching at University of Louisiana.

A further sign of health is that we don't GLUTEN-FREE RECIPES
become undone by fear and trembling, but
we take it as a message that it's time to stop 6
struggling and look directly at what's
threatening us, said Pema Chödrön. The human body has been designed to
resist an infinite number of changes and
HEART RATE MONITOR attacks brought about by its environment.
The secret of good health lies in successful
2 If we are creating ourselves all the time, adjustment to changing stresses on the
then it is never too late to begin creating body, said Harry J. Johnson.
the bodies we want instead of the ones we
mistakenly assume we are stuck with, said SLEEP ANALYSIS
Deepak Chopra. 
7
PERIOD TRACKER
Learn to follow the inner self,Healing is
3 The greatest miracle on Earth is the human simply attempting to do more of those
body. It is stronger and wiser than you may things that bring joy and fewer of those
realize, and improving its ability to self heal things that bring pain, said O. Carl
is within your control, said Dr Fabrizio Simonton
.
Mancini.
TRAINING CLUB
INSULIN MONITOR
8
4
Investing in your health now can pay
It's a pretty amazing to wake up every dividends for the rest of your life.What is
morning, knowing that every decision I one easy thing you can do today to live
make is to cause as little harm as possible. healthier? Lao Tsu asks.
It's a pretty fantastic way to live,
said Colleen Patrick-Goudreau.

HEART RATE MONITOR

5

Take time to define what health means to
you and what you are willing to do or willing
to give up doing to bring better health into
your life, said Lao Tsu.





3.2  RECOMMENDATION  4.0  CONCLUSION "There are main
Based on my observation in this model developed
article, I would like to offer The research have for the Malaysian
some suggestion for reducing or present the develop of Records Keepers
to handle the issues of model model for training and which are context,
education and training in record education in records target to be
keepers. Firstly, I believe that by keepers and also trained and lastly
being train how to handle ERM issues involved this fulfilling the need"
and others records is important topic. As being stated
to make there are no problem in  the article, there JOHARE,R
will occur in the future. The are main model
government also need to developed for the
focusing more in training and Malaysian Records
education of Electronic Record Keepers which are
Management since, ERM is not context, target to be
something that all people able trained and lastly
to master and really hard to be fulfilling the need. In
master on. I believe that this tip this model the
might help to overcome that research talk about
occur regrading records lose the issues and
and so on. involved all discussion
such as final focus
group discussion and
so on.

Johare, R., &
Masrek, M. N. (2012). Electronic Records Management: The Development of A Model
of Education and Training for Record Keepers. Retrieved November 25, 2019, from
https://www.researchgate.net/publication

10

TARTICLE REVIEW

WHEN I FIRST

LOOKED BACK

AT THE EARTH,

STANDING ON

THE MOON,

I CRIED.

Alan Shepard talking about his time on the lunar surface
during the Apollo 14 mission in February 1971.

ARTICLE REVIEW

FACTORS THAT AFFECT AND ENHANCE CUSTOMER

SATISFACTION

SITI NOOR HALIDA BINTI ALI BABA

1.0 INTRODUCTION

The article that I review is “Factors That Affect And Enhance Customer Satisfaction” written by Anwar Alanazi
and Christan Bach. The authors focused on showing the clear relationship that exists between consumer
satisfaction and the quality element. The journal highlight the three main elements which affect and enhance
customer satisfaction.

According to Oliver (2010), customer satisfaction is customers’ fulfillment
response. Horovitz and Panak (1994) had defined customer satisfaction is a
kind of judgment that a particular service or product feature which are price,
quality or quantity that gave gratifying amount of usage-related fulfillment,
including various levels of over- or under-fulfillment. In fact, customer
satisfaction is an important reason for business. Customer satisfaction
information, including feedback, surveys and ratings, can help a company
determine how to best improve or changes its products and services. The
result of customer satisfaction could be satisfied or dissatisfied. The authors
list some of the factors that can affect customer satisfaction. However, the
authors only focused on three elements that can improved the customer
satisfaction and work to enhanced as the customer satisfaction can help the
business keep growing in industry.

11

2.0 DISCUSSION

The first element that the authors focused on is the
product or service quality. According to Brooke and
Harvey (2016), the quality can be defined as the
totality of products’ or services’ ascribes that carry
on their competences to satisfy implied or stated
customer wants. Its related to the value of a
product or a service that can be rated as satisfied or
dissatisfied by the customers. The authors stated
that   experiments for the products before the
product being introduce that made by the smart
companies are essential as it can help the companies
to obtain the customer trust. The ways customers
view the quality are different as the concept of
product or service quality is tough to explore.

There are some factor that can affect product quality which are safety, quality
of design, and reliability. Meanwhile some of the factors that could affect service
quality are efficiency, working as a team, and customer service. Functionaries in
manufacturing should concentrate more on understanding, monitoring and
improving material flow as well as manufacturing processes to increase consumer
awareness of product quality and thus their satisfaction. Organizations should
deliver services and goods in a way that meets the standards and tastes of their
customers or in strict respect to enhanced security requirements to improve
consumer satisfaction, and ultimately the acquisition of business revenue. The
regulation of production determines the management of schedules in addition to
tracking and regulating production activities such as material flow in short-term
measures to increase consumer satisfaction while promoting sustainable
consumption. Security is one of the key elements of product or service quality. In
particular, product or service quality variations make customers diversify their
purchasing choices.

12

The second element that the authors mentioned is price
quality. Customer satisfaction is an important factor in
organizations ' performance. The quality of the product or
service and the satisfaction of the customer have significant
sales effects. As such, deciding the appropriate price of their
product or service is essential for the management of the
company. As stated by Esaki (2013), from customer needs,
product satisfaction can be derived from the intrinsic quality
and price of goods or services. Esaki states that consumer needs

include intrinsic characteristics and product price
specifications. He indicates that the product or service
designer is trying to determine quality requirements based on
expected prices, and the customer's product or service value
needs a point of view at the design stage. Mainly, in building
customer loyalty and satisfaction, paying a cost that customers
find to be fair bits of help. The value of prices is a strong

factor affecting the company.

The last element is marketplace. Marketplace and consumer loyalty affect the level of customer
satisfaction by the competitiveness of marketplaces. The market place that was located in a
special place would attract the attention of the consumer. In particular, customer satisfaction
is viewed as a key differentiator and a crucial component in improving business strategy in
competitive marketplaces where business organizations compete for customers. Customer

satisfaction management is often active in such competitive marketplaces. On the opposite, the
pattern of unsatisfied customers is often high due to market monopolies in less competitive
marketplaces. As a result, the overall review of literature confirms the existence of an

important relationship between consumer satisfaction, price quality, product quality, quality of
service and marketplace.

13

3.0 ISSUE 4.0 RECOMMENDATION

Personally, I also believed that these three I would like to offer one suggestion that could also help to
elements are the most crucial factors that enhance the customer satisfaction. In order to improve their
could both affect and enhance customer product or services, the companies should also include
satisfaction. Customer satisfaction is a customer preference. The satisfaction of the customers is all
measure of how the company offers products about what the customers want and they get it. This allows
and services to meet customer expectations. businesses to improve the value of their product or service.
Measure customer satisfaction with the This tip could help businesses in this industry to keep
organization's performance in delivering growing.
market index products and services.If there
is a shortage when the consumer wants to 5.0 CONCLUSION
deliver, the businesses should find every
cause that contributes to this problem and The author have presented a realistic research that the main
try to handle it effectively. factors that could affect and enhance customer satisfaction
are product or service quality, price quality, and marketplace.
Quality is one thing customers look for in both services and
products. Marketing managers find indicators of consumer
satisfaction useful for tracking and handling their companies
in many organizations. As a result, the overall review of the
literature confirms the existence of an important relationship
between consumer satisfaction, price-quality, product quality,
quality of service, and marketplace.

14

KENKYUSHA: okoY ahsuykneK : htnoM eht fo tsitrA !sevisulcxe muG | eussi 5102 rebmetpeS

REMEMBER
THAT YOU'RE
NOT DOING IT
FOR MONEY

A news article can include accounts of eyewitnesses to the happening
event. It can contain photographs, accounts, statistics, graphs,
recollections, interviews, polls, debates on the topic, etc.

53 .p

Strategies for Improvement of Records 2.0 Dicussion
Management in Enhancing Quality of             In the article, the author has
Services in Institutions of Higher introduce the two models related to
Learning: enchance the quality service which is
A Focus on Moi University, Kenya service quality gap model and records
continuum model. Both of the models
Article Review by Nurul Najihah have their own importance and are
relevance in records management. The
1.0       INTRODUCTION continuum model proposes integration
The article that I review is “Strategies for of functionalities into an organizations
Improvement of Records Management in Enhancing Quality of Services in business process. It helps in identifying
Institutions of Higher Learning on Moi University, Kenya” written by Carolyne records of organisation activities that
Nyaboke Musembe. The researchers discussed about rolling out strategies towards need to be retained, then implementing
improving management of records in institutions of higher learning to enhance business systems designed with built-in
quality services. The article hightlights challenges and strategies for improvement of recordkeeping capability that ensures
records management to enhance quality of services suggested for the Institution. In this capturing records of evidential quality
article, the as they are created. According to
author utilized a comprehensive Service Quality Gap Model and the Records McKemmish (2002) , the mechanisms of
Continuum Model. About the use of technology in records management, McDonald (1995) best practice behind the records
argues that in developing record keeping solutions, it is necessary to understand the continuum
evolution that is taking place in the use of technology. The application of model are ideal for integrating records
Information and Communication Technology (ICT) to the management of records and archives management because the
therefore, will go a long way in making such records accessible and usable thus records continuum focuses on quality
enhancing quality services in institutions. According to Wamukoya and Mutula (2005), and quantity rather than quantity
effective alone. This is an indication that the
e-records has the potential to improve service delivery and enhance records continuum, advocates for the
accountability and transparency in government but only if the requisite skills quality in the management of the large
are met. numbers of records produced in an
            In this article, I summarise the article and organisation so as to enhance the
highlight the strategies for improvement of records management in enhancing quality of services provided by the
quality of service. organisation.
     
          In terms of service quality, the
model of service quality in conjunction
with SERVQUAL is considered the
best approach to the concept of quality
for this study. SERVQUAL is a
multi-dimensional research instrument,
designed to capture consumer
expectations and perceptions of a
service along the five dimensions that
are believed to represent service
quality. In addition to being able to
point out clearly that a particular area
needs to be addressed in so far as
improvement inservice quality is
concerned, it is paramount to have a
mechanism that can be used to
evaluate the extent to which the
approach taken in addressing the
identified service quality gap meets
expectations. This model is able to
address both issues at the same time.
           

15

In Addition, the model applies to The population was derived from
virtually every institutional or organizational framework. This characteristic Main campus specifically the
makes it quite easy to match with the current study because students who following departments;
are the key clients in institutions of higher education always have standards i. University Management;
that the workers aspire to fulfil. In conjunction with SERVQUAL, the service ii. Division of Deputy Vice
quality gaps model fortunately addresses both concerns and is therefore Chancellor, Academic, Research &
considered the best service quality models. Extension;
iii. Quality Management System &
          Based on my observations, the researchers have been used very ISO Compliance department
effective methods for obtaining information which are questionnaire, (QMS& ISOC)
interview and case study.  In this study, the criteria for inclusion was iv. Quality Assurance (QA);
restricted to staff of Moi University, Main, Campus this was because they v. Dean Student Affairs
encounter the records system every single day and are well acquainted with vi. Health Srvices Registry;
the service quality at the institution. The study population therefore consisted vii. Financial Services and
of 111 respondents drawn from main campus. The subjects included six (6) viii. Central Registry System
top Management representatives, thirty five (35) Action Officers six (6)
Records Supervisors, Four (4) auditors, Forty (40) Records staff and Twenty 3.0 Discussion
(20) Secretaries. The researchers’ criterion for selection was based on the 3.1 Results
respondents’ role as creators, custodians, users and key informants.        As a result, based on my
observations, the
study sought suggestions from
the respondents on the ways to
improve the
records management in
enhancing quality service
delivery. Supervisors, auditors
and the management team were
interviewed and gave the
following responses:
Management
1.        
“Featuring the management of
records aspect in the future
strategic plan
so as to give it more weight.”
2.        
“Capacity building through
recruitment of qualified
records staff and conducting of
in- house
training.”
3.        
“Sensitize management staff on
records management practices
through
workshops and seminars.”
4.        
“Revision of the budget allocation
to the registries and management
of
all university records created.”

16

Auditors 3.1   Recommendations
1."Automate the records management function.”  
2. "Advocacy of records management         Other than what the article stated
function as a major goal to quality service regarding the strategies, I would like to
provision.” suggest that to enhance more the
3.    “Develop and implement a records management policy”     quality of services in institutions of
4. “Regular awareness to all staff and training of records management higher learning, every institutions
champions.” needto employ a Records Manager to
   guide and oversee the records
Records Supervisors management practices in the
1.   “Support from the management staff by enabling them to understand university. Other than that, I think
bothtangible and non tangible benefits of records.”     every institutions also need to develop
a records management program and
2.   “Hiring a records manager as a critical staff in management of recordsin the policy to guide and improve
university.”      the quality of recorded information in
3.  “Records management awareness should be carried out through the university in line with the
workshopsand seminars.”       university’s set goals and objectives
from creation maintenance storage
4. “Carrying in job training or continuous professional training in records anddisposal of records. This can helps
management.”        to enhance more the quality of the
service.
5.  “Motivating staff by giving promotions, providing pay rise, recognitionand
tokens of appreciations.”        4.0 CONCLUSION
     From the suggestions, current
6.  “Employing staff with the right profession.”       records management in the university
7. “Develop partnership andcooperation with records and archives management needs improvement soas to provide
bodies and organizations.”       continuity of business operations. This
will enable management toobtain
17 records that can help them make
proper short term and long term plans
to facilitate effective and efficient
service delivery. There should be
commitmentto service quality through
records management among
management and recordcreators. This
should be addressed through proper
goal setting and as well as proper
planning. From the finding, the
respondents are advocating
fordevelopment of a records
management program and policy to
guide and improve thehandling and
management of records.

Musembe, C. N.
(2016). Strategies for Improvement of Records
Management in Enhancing Quality
of Services in Institutions of Higher Learning: A
Focus on Moi University,
Kenya. Information and Knowledge
Management, Vol 6, No 8.

LIFESTYLE & SEPT 05
TRAVEL OCT 2015

HIDE

Travel destinations you will love to
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Written by Heidi Stone

SLEEP

A news article discusses current or recent news of either
general interest or of a specific topic

WWW.FRAMEMAG.COM | 04





ARTICLE REVIEW

HOW TO CREATE AN
EFFECTIVE BUSINESS

CONTINUITY PLAN

FATIN SYAFIQA MOHD NOOR

1.0 Introduction
The article I review is “How to create an effective business continuity plan” written by Kim Lindros
and Ed Tittel. The research discussed about how to create an effective business continuity plan. The
article highlight the step to create business continuity plan and why business continuity planning is
important for business,. According to Kim Lindros, business continuity refers to maintaining
business functions or quickly resuming them in the event of a major disruption,
whether caused by a fire, flood or malicious attack by cybercriminals. A business continuity plan
outlines procedures and instructions an organization must follow in the face of such disasters; it
covers business processes, assets, human resources, business partners and more. Many people think
a disaster recovery (DR) plan is the same as a business continuity plan, but a DR plan focuses
mainly on restoring an IT infrastructure and operations after a
crisis. It's actually just one part of a complete business continuity plan, as a BC plan looks at the
continuity of the entire organization. Note that a business impact analysis (BIA) is another part of a
BC plan. A BIA identifies the impact of a sudden loss of business functions, usually quantified in a
cost. Such analysis also helps you evaluate whether you should outsource
non-core activities in your BC plan, which can come with its own risks. The BIA
essentially helps you look at your entire organization's processes and determine
which are most important. (CIO, 2017)

In this article, I summarize the article and highlight the important of business
continuity plan in business organization.

20

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2.0 - Discussion
As indicated in the article, there are a few step to create business continuity
plan which is the first step is start by assessing your business processes,
determining which areas are vulnerable, and the potential losses if those
processes go down for a day, a few days or a week. Next, develop a plan. This
involves six general steps:

1. Identify the scope of the plan.
2. Identify key business areas.
3. Identify critical functions.
4. Identify dependencies between various business areas and functions.
5. Determine acceptable downtime for each critical function.
6. Create a plan to maintain operations.

One common business continuity planning tool is a checklist that includes supplies
and equipment, the location of data backups and backup sites, where the plan is
available and who should have it, and contact information for emergency
responders, key personnel and backup site providers.

Based on my observations, the researcher shows that whether you operate a small
business or a large corporation, you strive to remain competitive. It's vital
to retain current customers while increasing your customer base and there's no
better test of your capability to do so than right after an adverse event. Because
restoring IT is critical for most companies, numerous disaster recovery
solutions are available. You can rely on IT to implement those solutions. The company's
future depends on the staff and processes. Being able to handle any incident
effectively can have a positive effect on the company's reputation and market
value, and it can increase customer confidence (Lorraine O’Donnell)

21

3.0 DICUSSION

3.1 Issue
I personally believe that it’s very important to have a business continuity plan for every
business organization. The disaster recovery plan is part of the business continuity plan, so
developing a DR plan if organization don't already have one should be part of the process.
And if organization already have a DR plan, don't assume that all requirements have been
factored in. The organization need to be sure that restoration time is defined and make sure
it aligns with business expectations.

3.2 Recommendation
I would like to suggest that put more effort into creating and initially testing a BC plan. Once
that job is complete, some organizations let the plan sit while other, more critical tasks get
attention. When this happens, plans go stale and are of no use when needed. Technology
evolves, and people come and go, so the plan needs to be updated, too. Bring key personnel
together at least annually to review the plan and discuss any areas that must be modified.

4.0 Conclusion
The article have presented a few step in developing business continuity plan identify the
scope of the plan, key business areas, critical functions, dependencies between various
business areas and functions, determine acceptable downtime for each critical function and
lastly create a plan to maintain operations. The important of business continuity plan is
remain competitive in business and gain trust from customer.

22

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REFLECTION
SYAFIAH
NORSYAFINAZ

By doing and completing Business
Records Management, I was
able to learn the right definition of every
process of records management. Not
only that, but I also able to gain
knowledge involved in the international
and national policies in records
management.
             The biggest challenge in the class
is, I hardly understand at first class. This is
because the subject is not very familiar
with my course so I try hard to adapt
with all the records word. With the help
of my lecturer, I able to understand
the specific word of records
management. Other than that, I always
ask my friend if I had difficulty
understanding this subject. And I believe
that is the best way for me to handle the
challenges. Other than that, I able to gain
a new skill which can differentiate
document and records.
             The biggest experience I had is, I
able to know the importance of records
management. As we know, not all people
know about this subject and how
important this subject is. I also able to
find a new friend and able to express
my conversation and communication
skills with a new person.

23

REFLECTION
SITI NOOR
HALIDA

There are many things I have
learned over this semester. Each course
represented different experiences and
benefits. All assignments are hard to do,
but once you have completed it,
you'll never know. I am doing a lot of new
things that make me a practitioner
of human resources.

I learned how the record was made,
obtained, used, processed and disposed
of in the Business Record Management
class. I realized that the records were not
all documents. As a business student,
although this course is an elective course,
it is important for me to apply it when I
start working in the future. I also
learned how to create a handbook and e-
magazine in this class.

I also appreciate the help of all my
lecturers whenever we, the students,
need help in our assignments and in the
course of class sessions.

24

REFLECTION
FATIN
SYAFIQA

After completing Business Record
Management, I were able to
clearly see the right way of record
management process. I learned that
document
and record are two different things.

  The biggest challenge that I faced in
learning in class Business Record
Management is I don’t clearly understand
terms and word that used in the class.
But with guide from my lecturer, the
class become
more fun and easy to understand. My
lecturer also always open for question
and never tired to answer all my
questions. I learned that there are a few
phase of record which is Current Record,
Semi-Current Record and Non-Current
Record.

My new experience I learned is I
learned to created handbook which is an
interesting way to make a noted. I also
learned new skills which is E-magazine.
Creating E-magazine helps to gains new
skills for myself so that I can add more
value to myself.

25

REFLECTION
NURAIN
ANNISSA

After all the assignments and lectures
done in this records management class, I
am able to see and learn the real process
of business records management. Every
single steps of collecting the data and
even disposing the data are explained
clearly. I am able to know the real
function of National Archives Malaysia as
well. Before this, I just knew the
name of it. But not the function and its
contents.

Learning a new subject was never an
easy journey which also comply to this
Business Records Management. It was a
bit hard normalizing myself with new
terms in the syllabus. As a business
student, these terms will be applied in
the future hence why I am very grateful
for my lecturer that always explaining
and making sure that all us will
understand everything.

Through all the assignments, I
actually learnt two new things which are
handbook and e-magazine. Personally, I
have never used these two items. It is
amazing and feels very new to use these
two mediums for doing my assignment.
Overall, I am happy that I learnt this
course.

26

REFLECTION
NURUL
NAJIHAH

I actually learned a lot through this
Business Records class. This is because
before this, I just thought that record is
just a record but it is actually more than
that.  I got to to learn the type of
records, the process of the records and so
on. Other than that, I got to know
the functions of National Archives too
which I used to heard about it but never
know what is the function and through
this subject I got to know how important
it is in every country. Although to be very
honest, I found that this subject is
quite hard to understand but it is okay,
our lecturer helps us a lot.
           I also gained a lot of skills through
this subject, which is while doing my IMR
652 assignments, I got to learn more and
improve my Microsoft Words & Microsoft
Powerpoint skills. I also got to learn using
editing websites like Canva . This
website helps me a lot to improve my
editing skills.
         The new experience that I got
through this subject are I got to create an
e-magazine
and also handbook. It was hard for me to
do those things but I kind of excited
with it since it is something new for me.
Overall, I kind of like this subject.
My classmates and my lecturer are all
helpful and kind hearted.

27

AMELIA POND

OTTUHHTEISNBIKDOEX

A book on being 'creative'
and how to actually be one.

INTERNATIONAL & NATIONAL

RECORDS MANAGEMENT POLICIES

POLICY> POLICY>

NATIONAL INTERNATIONAL
POLICIES POLICIES

       1  .  BASIC ELECTRONIC ISO 15489-1 :2016
RECORDS MANAGEMENT AND
ARCHIVES (20 1
Defines the concepts and principles from which
The aim is to formulate approaches to the creation, capture and
policies, standards and management of records are developed.
practices, technical This part of ISO 15489 describes concepts and
specifications for government principles relating some parts.
to manage records in (https://www.iso.org/standard/62542.html)
electronic form.
http://www.arkib.gov.my/web/g POLICY >
uest/elektronik
INTERNATIONAL POLICIES
     2   .  ELECTRONIC RECORDS
MANAGEMENT GUIDELINES     2         ISO 16363:2012       3       ISO 13008:2012

This is possible ensuring Space data and information Information and documentation
that the electronic records transfer systems — Audit and — Digital records conversion and
of the government are certification of trustworthy migration process
always valid and reliable in digital repositories. This standard was last reviewed
terms of evidence and ISO 16363:2012 defines a and confirm in 2018
accountability, recommended practice for Therefore, this ISO standards are
http://www.arkib.gov.my/w assessing the trustworthiness of remain current as usually.
eb/guest/elektronik digital repositories. (https://www.iso.org/standard/52
It is applicable to the entire 326.html)
 3   . MANAGEMENT OF
ELECTRONIC RECORDS IN range of digital repositories. ISO            ISO/TS 19475-1:2018
UNSTRUCTURED ENVIRONMENT 16363:2012 can be used as a basis
for certification. 4
The unstructured environment (https://www.iso.org/standard/56 series specifies the minimum
is the email environment and
other electronic documents requirements necessary to maintain the
are produced
.http://www.arkib.gov.my/web/ authenticity, integrity and readability of
guest/elektronik
510.html) documents managed by an electronic

document management system.

Clarifying the management of electronic documents promotes usability

of the documents, in both a legal and business context.

(https://www.iso.org/obp/ui/#iso:std:iso:ts:19475:-1:ed-1:v1:en)

NATIONAL ARCHIVES OF MALAYSIA | 2019 28

GLOSSARY

RECORDS MANAGEMENT
HTTPS://ARCHIVES.UN.ORG/CONTENT/GLO

SSARY

1. Access, The right, opportunity, 1. Activity, Major task performed by 1.Business classification scheme,
or means of finding, using or
retrieving information. (ISO a business entity as part of a Tool for linking records to the
15489-1:2016)
function. (ISO 15489-1:2016) context of their creation. (ISO
2. Access copy, A copy or
reproduction of records or 2. Administrative records, Records 15489-1:2016)
archival material that is used
specifically for information that facilitate operations and 2. Classification,can be define as
sharing and/or to protect
originals from damage or management of an organization, systematic identification and/or
theft. (ISO 16363:2012)
but do not related directly to arrangement of business
3.Access policy, one of a written
statement, authorized by the programs that help the agency activities and/or records into
repository management, that
describes the approach to be achieve its mission. Common to categories according to logically
taken by the repository for
providing access to objects most organizations. Examples structured conventions,
accessioned into repository.
(ARMA International) include routine correspondence methods, and procedural rules.

4.Accession, the process of or interoffice communications; (ISO 15489-1:2016)
transferring physical custody
of documentary materials to records relating to human 3.Content, subject information of a
archival institution. (ISO 15489-
1:2016) resources, equipment and document. (ISO 13008:2012)

5.Accountability, The principle supplies, and facilities; reference 4. Destruction, process of
that individuals, organization,
and the community are materials, routine reports, work elimination or deleting a record,
responsible for their actions
and may be required to assignments, appointment beyond any possible reconstruct.
explain them to others. (ARMA
International) books, and telephone logs. (SAA (ISO 15489-1:2016)

6.Active records, Records in Glossary) 5.Record system, Information
frequent use, regardless of
their date of creation, required 3. Aggregation, Accumulated or system which captures, managed
for current business relating to
the administration. Such collected records that are and provides access to records
records are usually maintained
in office space and primary organized into groupings or over time. (Note: A records
servers or systems, close to
hand. (SAA Glossary) series. system can consist of technical

4. Archival system, organized elements such as software,

collection of hardware, software, which may be designed

policies, procedures and people, specifically for managing records

which maintains, stores, or for some other business

manages and makes available purpose, and non-technical

records over time. (ISO 23081- elements including policy,

2:2009) procedures, people and other

5. Attribute, characteristic of an agents, and assigned

object or entity. (ISO/IEC 11179- responsibilities. (ISO 15489)

3:2003) 6.Transaction, smallest unit of a

6. Authenticity , record that can work process consisting of an

be proven to be what it purports exchange between two or more

to be, to have been created or participants or systems. (ISO/TR

sent by the person purported to 26122:2008)

have created or sent it, and to

have been created or sent at the

time purported2. 9(ISO 13008:2012)

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OTHER NIGHTS I HAVE HANDWRITTEN ENTRIES IN
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PROJECTS DONE BY :

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NURUL NAJIHAH BINTI MUHAMAD NAJMI (2018654286)
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FATIN SYAFIQA BINTI MOHD NOOR (2018641844)
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