UNIQUE JANUARY 2023 E-MAGAZINE IMR652 RM20.00 WWW.UNIQUE.COM
TABLE OF CONTENTS 01 EDITOR'S NOTE 03 AN OVERVIEW OF BUSINESS RECORD MANAGEMENT 04 CONTROL SYSTEM OF BUSINESS RECORDS 05 TYPES OF BUSINESS RECORDS 06 MANAGEMENT IN ACTION 14 PRINCIPLE OF RECORD CREATION AND CAPTURE 15 THE EFFECTIVE MANAGEMENT OF RECORDS THROUGHOUT THEIR LIFE CYCLE 16 RECORD MANAGEMENT PROCESS AND CONTROL 17 TECHNIQUES USED TO DESTROY RECORDS RECORD AS A STRATEGIC BUSINESS RESOURCES 08 BUSINESS SYSTEM ANALYSIS 09 INTERNATIONAL STANDARD : ISO 15489 10 RECORD CRITERIA 11 RECORD MANAGEMENT TRAINING 12 BUSINESS CONTINUITY 19 20 WHAT IS BUSINESS CONTINUITY AND DISASTER RECOVERY (BCDR)? 21 HOW TO PROTECT YOUR BUSINESS AND MAINTAIN CONTINUITY? V PL IT A A N L N R IN EC G ORDS AND BUSINESS CONTINUITY 22 23 TYPE OF QUALITY CUSTOMER 24 FIVE DIMENSIONS OF SERVICE QUALITY- SERVQUAL MODEL OF SERVICE QUALITY 25 OBSTACLES TO THE PROVISION OF HIGH-QUALITY CUSTOMER SERVICE 26 FACTORS IMPACTING ON CUSTOMER SERVICE UNIQUE UNIQUE
EDITOR'S NOTE Written by Aniezatul Azmira binti Ramlan Writer "The project has been a lot of work, but we couldn’t have done it without the support and guidance from some very important people. I want to thank Sir Ismail for all the help with this project. Thank you also goes out to our parents and friends who were there every step of the way during this time periodwithout them, I’m not sure what would’ve happened! I also want to thank all of the people who have been working alongside me on this project. It’s so great that you are willing to help out when I need it! Thank you for your hard work and dedication, which has made my success possible." UNIQUE 01 UNIQUE Written by Nur Ameera binti Hasbollah Writer "Dear readers, welcome to Unique! This edition contains a wealth of intriguing, insightful, and valuable inputs about management records. Our gleaming and elegantly designed pages depict images of how records should be kept. We present everything that connects you to the world of records. I want to thank the people especially Sir Ismail and my team who helped in completing this magazine. Without them, this project would not have succeeded, and therefore, I don't want you to be glued to this page. Turn to the next page and enjoy the rest of the magazine!"
EDITOR'S NOTE Written by Haiqal Shazrin bin Anuar Writer I want to express my gratitude for all the guidance from the lecturer and some people who support us in working on this project. In three words I can sum up everything I've learned about life: it goes on UNIQUE 02 UNIQUE Written by Siti Nur Khadijah binti Bustaman Writer "Greetings, readers! In this edition of Unique, we delve into the realm of management record. We bring you the newest perspectives and advancements in this field. Our goal remains to bring you educational and captivating material that fuels your desire for knowledge in the areas you find most fascinating. We believe you will enjoy as much as we enjoyed putting it together for you. I would like to thank to the people especially Sir Ismail who assisted in finalizing this magazine. We appreciate your loyalty and look forward to our next opportunity to connect with you through the pages of our magazine."
AN OVERVIEW OF BUSINESS RECORD MANAGEMENT Business Record Management involves the systematic arrangement, preservation, upkeep, and retrieval of vital records and data relevant to a company's operations. Technology and systems are utilized to guarantee the security, precision, and accessibilty of records for legal, regulatory, and business purposes. The objective of business record management is to establish a secure and organized system for storing and retrieving information, enhance operational efficiency, and reduce the possibility of data loss. WHAT IS BUSINESS RECORD MANAGEMENT? 03 FOUR BASIC MANAGEMENT PROCESS Planning: Identifying the organization's objectives and plans and assigning resources to meet them. Organizing: Organizing the internal framework of the company and determining relationships and responsibilities within the organization. 1. 2. 3. Leading: Inspiring and directing staff to attain the company's objectives. 4. Controlling: Observing and evaluating the organization's performance to guarantee goals are met and making necessary adjustments. AUTHOR: SITI NUR KHADIJAH Drucker, P. F. (1994). The theory of the business. Alfred P. Sloan: Critical evaluations in business and management, 2, 258-282.
Taylor, M., & Thrift, N. (1983). Business organization, segmentation and location. Regional Studies, 17(6), 445-465. creative style CONTROL SYSTEM OF BUSINESS RECORDS A business record management control system is a collection of rules and systems that guarantee the efficient and accurate management of a company's records. This control system ensures records are handled consistently and securely, and are accessible for legal, regulatory, and business requirements. Its aim is to decrease the likelihood of data loss, support compliance, and enhance operational effectiveness and decision making. AUHTOR: SITI NUR KHADIJAH 04 TYPES OF BUSINESS ORGANIZATION Sole proprietorship: A business owned and operated by a single person, where the owner has full control and is personally responsible for all debts and liabilities. Partnership: A type of business formed by two or more individuals who share profits, losses, and management responsibilities. Corporation: A legally separate entity from its owners, known as shareholders, who own stock in the company and elect a board of directors to make decisions. Cooperative: A type of business owned and operated by a group of individuals who share in profits and losses. control system of business records Brumm, E. K. (1995). Managing records for ISO 9000 compliance. Quality Progress, 28(1), 73.
05 TYPES OF BUSINESS RECORDS ADMINISTRATIVE Papers associated with the routine management and operation of a company, including personnel files, minutes from meetings, and guidelines and procedures manuals. ADVERTISING EXECUTIVES INSURANCE Documents related to the promotion and marketing of a business's products or services, such as advertising plans, budgets, and campaigns. Confidential documents and correspondence related to the decision-making and strategic planning of a business's top management, such as board meeting minutes and executive reports. Documents related to a business's insurance coverage, such as insurance policies, claims, and loss reports. LEGAL Documents related to a business's legal and compliance obligations, such as contracts, legal agreements, and compliance reports. MANUFACTURING Papers related to a company's production operations, including production schedules, raw material inventory, and quality control reports. PLANT AND PROPERTY Records regarding the maintenance and management of a company's physical assets, such as property deeds, lease agreements, and maintenance records. PERSONNEL Records associated with a company's workforce management, including employee contracts, payroll records, and performance evaluations. PURCHASING Records connected to the procurement of goods and services, including purchase orders, vendor agreements, and supplier invoices. SALES AND MARKETING Papers related to the sale and advertising of a company's goods or services, including sales reports, customer databases, and marketing campaigns. Mairura, C. J. (2011). The influence of business records on business performance. Journal of Language, Technology & Entrepreneurship in Africa, 3(1), 133-143. AUHTOR: SITI NUR KHADIJAH
Owners: These are individuals or entities who possess a share in the business and have an interest in its financial performance and prosperity. Creditors: These are individuals or institutions that loan money to the business, such as banks or investors. They have a vested interest in the business's fiscal stability and its ability to repay its debts. Employees: These are the individuals who work for the business and play a role in its success. The business should consider their compensation and job security. Suppliers: These are individuals or organizations that provide goods and services to the business. The business relies on a steady flow of materials and resources to operate efficiently. Customers: These are the individuals or organizations that purchase goods or services from the business. They are a vital stakeholder group as the business's success is contingent upon meeting their needs and retaining their loyalty. 06 KEY STAKEHOLDERS IN A BUSINESS Management involves coordinating and supervising the efforts of a team to reach predetermined objectives. Each division of management, including marketing, production, finance, and personnel, has a specific role to play within an organization. MANAGEMENT IN ACTION Armstrong, M., & Baron, A. (2005). Managing performance: performance management in action. CIPD publishing. Wheeler, D., & Sillanpa, M. (1998). Including the stakeholders: The business case. Long range planning, 31(2), 201-210.
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STRATEGIES OF RECORD AS A STRATEGIC BUSINESS RESOURCES IMPACTS OF RECORD AS A STRATEGIC BUSINESS RESOURCES ECONOMICALLY BETTER MANAGEMENT SUPPORT MAINTAIN ACCOUNTABILITY ANALYSIS OF BUSINESS SYTEMS RECORDS MANAGEMENT BASED ON REGULATORY REQUIREMENTS RECORDS TRAINING RECORD AS A STRATEGIC BUSINESS RESOURCES REFERENCES Records contain data that can be used to benefit an organization. The role that information plays in the operation and transaction of business activities is required in order to develop a clear and coherent business records strategy for the high-quality field Kasim, R. S. R. (2011). Strategic Information Resources and Quality of Record keeping Systems. International Journal of Information and Education Technology, 1(2), 171.10.7763/IJIET.2011.V1.28 CHAPTER 2 Author: haiqal shazrin 08
Business Analysis Planning and Monitoring. the duties of business analysts in organising and coordinating the efforts of business analysts and stakeholders. Elicitation and Collaboration. tasks performed by business analysts to prepare for and conduct elicitation activities, as well as to confirm the results obtained. Requirements Life Cycle Management. The tasks performed by business analysts to keep and control requirements and design information from inception to retirement. Strategy Analysis. the business analysis work required to collaborate with stakeholders in order to identify a strategic or tactical need (the business need) Requirements Analysis and Design Definition. identifies the tasks that business analysts perform in order to structure and organize requirements encountered throughout data extraction activities. Solution Evaluation. describes the tasks performed by business analysts to evaluate the performance and value delivered by a possible answer in use by the enterprise, and to suggest the elimination of obstacles or constraints that prevent the full realisation of value. CHAPTER 2 REFERENCES BUSINESS SYSTEM ANALYSIS Business analysis is the practice of implementing change in an organizational setting by identifying needs and suggesting solutions that add value to stakeholders. Improve existing process efficiency: BPA shortens the timeto-value for product applications. It also shortens operational cycles for workflows like induction training and customer or patient intake. Identify capacity issues: Resources can be limited in any process. BPA pinpoints the capacity limit, how it affects the process, and how to improve it. Clarify policies and rules: As organizations adopt more remote work and digital devices, there is a common misalignment in safeguards and device usage. The evaluation can point the way to faster IT approval processes and more consistent security policy enforcement. BUSINESS ACTIVITIES DEVELOPMENT 6 MAJOR KNOWLEDGE BUSINESS ANALYSIS Author: haiqal shazrin The 6 knowledge areas in business analysis business analysis jobs. (2023, January 24). Business Analysis School. What is business process analysis? (2021, November 9). IBM - United States. https://www.ibm.com/cloud/blog/businessprocess-analysis What is business analysis? (2019, February 12). The Global Standard for Business Analysis | IIBA®. https://www.iiba.org/professional-development/careercentre/what-is-business-analysis/ 09
Practice standards that must be followed. Recommended practice codes that are legitimate. Recognized society expectations about acceptable behavior for the organization. Purposeful instructions of standards of conduct. Statutes and case laws, as well as regulations, govern the sectoral and general business environment, including laws and regulations governing records, archives, access, privacy, evidence, electronic commerce, data protection, and information. . 3 INTERNATIONAL STANDARD : ISO 15489 Record management encompasses all tasks related to information management that belong to an organization, from the time it is created or inserted into the company to its eventual destruction or elimination (also known as disposal), taking into account their role in business process management. According to ISO 15489: Information and documentation - Records management, a record is defined as information created, received, and maintained as evidence and information of an organization or person in compliance with its legal obligations or business transactions. Records management solutions for organizations include identifying, classifying, storing - document storage recovering, controlling, and preserving or destroying records. CHAPTER 2 REGULATORY REQUIREMENT REFERENCES OpenKM. Record management and regulatory compliance. https://www.openkm.com/blog/recordmanagement-and-regulatory-compliance.html Author: haiqal shazrin credit: google 10
To be what it claims to be. To have been created or sent by the person alleged to have created or sent it, To have been created or sent at the time purported. Authenticity Record integrity entails keeping records complete and authentic. In the age of information and perspectives, any record that is created is important and must be kept as it moves through its value chain. Any changes, loss, or misuse of information from these records will utterly destroy the entire purpose. Integrity Usability - A record that can be found and interpreted in its original context is considered usable. A useful record can be found, retrieved, displayed, and interpreted. It must be capable of being presented later as being directly related to the organizational activity or transaction that produced it. Usability TYPE OF RECORD CRITERIA RECORD CRITERIA CHAPTER 2 Validity entails whether the data has been correctly formatted and stored. Completeness - does the dataset contain values for all of the fields that your system requires? Is the data unique? Is it free of duplicates and invalid entries? Reliability Typically, the assessment will assess three different aspects of data reliability: Author: haiqal shazrin Records should be accurate: records should correctly reflect what was communicated, decided or done. Records should be authentic: records should be what they purport to be. Records should be useable: records should be identifiable, retrievable, accessible and available when needed. Importance of records integrity in information management. (2021, September 16). Kayman Vaults. https://kaymanvaults.com/importance-of-records-integrityin-information-management/ Records and records management – IspatGuru. IspatGuru. https://www.ispatguru.com/records-and-recordsmanagement/ What is data reliability? Definition & assessment guide. . Talend - A Leader in Data Integration & Data Integrity. https://www.talend.com/resources/what-is-data-reliability/ Note, M. (2022, June 13). Authenticity, reliability, integrity, and usability. Lucidea. https://lucidea.com/blog/authenticityreliability-integrity-and-usability credit: google credit: google 11
NEVER STOP EXPLORING NEEDS FOR RECORD MANANGEMENT TRAINING RECORD MANAGEMENT TRAINING Records Management Training is a programs designed to instill knowledge in an organization's employees and management. This training covers the fundamentals of Record Management practices, major underlying concepts, best practices, and guidance that personnel must follow. Records Management knowledge pertaining can be tailored to the needs of the organization or outsourced to a suitable company to carry out the training operations. CHAPTER 2 Ensure Airtight RM Processes- The security of your organization's records and data is only as good as the weakest link in their flow. Records Management Training will ensure that your employees not only 'mechanically' follow the process but also understand why they are doing so. This will result in improved RMS processes. Simplifying Workflow- Records are used to propel the workflow within departments. When enterprise personnel understand what information they have, where it is stored, and how long it will be available, the workload will naturally be accelerated. Enhanced Enterprise Security- If your employees understand the company's limitations on access, distribution, or cooperation relating to specific documents or data, they will be more sympathetic to the system. Because they understand the logic, the personnel will feel morally obligated to follow the RM rules. Your teams will eventually become the keepers of enterprise information security. Scalability- As your business grows and expands, your RMS system can be easily scaled. However, the workforce required to comply with it cannot be'scaled' automatically without some training. Records Management Training will allow you to scale your RM requirements as your workforce grows. Author: haiqal shazrin What is records management training and do you need it? - Starbic business solutions. (2019, July 1). Starbic Business Solutions. https://starbic.com/what-is-records-managementtraining-and-do-you-need-it/ credit: canva 12
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Some writers assert that a record should be created and captured for every organizational activity, or at least for every transaction involving more than one party (Bearman, 1994, 300). Others suggest that some processes or some steps within a process may not need to generate records, and that the role of records management is to identify how far each process should be recorded (Reed, 1997, 221-2). PRINCIPLE OF RECORD CREATION AND CAPTURE In practice this depends on the needs of the organization. Highly regulated industries and organizations whose work is publicly sensitive may need to ensure that every telephone call and every verbal transaction is documented, but in most organizations this is neither necessary nor practical. UNIQUE 14 UNIQUE Author: Aniezatul Azmira Credit: Google the requirements of the organization, or particular business units, for records that provide evidence and information for operational use the requirements of the organization, particular business units or external stakeholders for evidence that can support accountability the costs of creating, capturing and maintaining the records that are required, and the risk to the organization if it does not have those records In assessing the need for creating and capturing records, the aim should be to identify and assess: Credit: Google Shepherd, E., & Yeo, G. (2003). Managing records: a handbook of principles and practice. Facet publishing.
LIFE CYCLE OF RECORD MANAGEMENT THE EFFECTIVE MANAGEMENT OF RECORDS THROUGHOUT THEIR LIFE CYCLE The five core phases that make up the records life cycle are creation, maintenance and use, final disposition, storage, and security. Each of these phases has its own unique set of processes that must be followed in order to ensure that records are managed, secure, compliant with any applicable laws and regulations, and properly archived or destroyed. UNIQUE 15 UNIQUE Author: Aniezatul Azmira There are a number of document management strategies that can be used to effectively manage records throughout their life cycle in cost effective way rather than dealing with the specific details pertaining to documents management. Atherton, J. (1985). From life cycle to continuum: some thoughts on the records management– archives relationship. Archivaria, 43-42. Credit: Canva Credit: Google According ISO15489 (2001), the process of managing records systematically includes: Capture Registration Classification Access and security classification Identification of disposition status Storage Use and tracking Implementation of disposition
RECORD MANAGEMENT TOOLS RECORD MANAGEMENT PROCESS AND CONTROL UNIQUE 16 UNIQUE Author: Aniezatul Azmira A uniform file classification plan which is written with the nature and functions of the organization in mind. A retention and disposition schedule which determines for how long records are to be kept, how they shall be stored, and when and how they shall be disposed of. An access and security plan which covers who will have access to specified records, how the records collection shall be maintained and what records fall under contingency planning and must be copied for security reasons and the copy kept offsite. A thesaurus or an index is also often composed in order to facilitate the selection of the subject for records. 1. 2. 3. 4. Gunnlaugsdottir, J. (2002). An international standard on records management: an opportunity for librarians. Credit: Canva SUBJECT CLASSIFICATION he subject classification in the file plan is descriptive of the activities and functions of the organization, but does not take notice of the names of divisions or fields within it. The subject classification is functional. It contains several levels which move from the general to the specific, but the refinement or number of subclasses is determined by what is useful in each case. T n index makes it easier for the user to find records on a particular subject in the system and to decide where to file certain records A Credit: Canva Credit: Canva
TECHNIQUES USED TO DESTROY RECORDS UNIQUE 17 UNIQUE Author: Aniezatul Azmira Mead, Kevin. "Get Serious About Paper Record Destruction." Journal of AHIMA 73, no.5 (2002): 58, 60. LANDFILL nly historic documents and records vital to the organisation are preserved permanently. Other records are all disposed of sooner or later. Destruction of records should, however, always be authorised. o The documents are either dumped in a dumpster or trash container or dumped in a landfill. Since they are not often recommended for the effective disposal of records, these methods are not usually used. Credit: Google SHREDDING INCENERATION The best way to get rid of the records from our company that need to be disposed of is through shredding. Consider adopting industrial shredding by using product destruction services, which would enable us to shred a lot of documents at once. Recalled things that can be safely burned are a fine choice for incineration. Businesses must properly get rid of all of their recalled products, and the only way to ensure this is done is through incineration. DESTROYING MICROFILM To destroy the film portion of microfilm records, we could employ a variety of components. Some chemicals will render the images unreadable as a result of the microfilm manufacturing process. RECYCLING Many businesses recycle anything and everything they can. They might be able to conserve the environment while simultaneously making financial savings. A business may recycle any recyclable material, including documents. DESTROYING ELECTRONIC RECORDS Eliminate any electronic records by deleting it from network-connected discs and regularly emptying our recycle bin. Credit: Google Credit: Google Credit: Google Credit: Google Credit: Google Credit: Google
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B USI N ESS C O N T I N U I T Y T h e m a i n g o a l s o f a b u s i n e s s c o n t i n u i t y m a n a g e m e n t s y s t e m a r e t o r e c o g n i z e a n d c o n t r o l c u r r e n t a n d p o t e n t i a l t h r e a t s t o a n o r g a n i z a t i o n , t o t a k e p r o a c t i v e s t e p s t o l e s s e n t h e i m p a c t o f t h e s e t h r e a t s , t o m a i n t a i n c r i t i c a l o p e r a t i o n s d u r i n g c r i s e s , t o c u t d o w n o n d o w n t i m e , a n d t o s p e e d u p r e c o v e r y t i m e s . R e c o r d s m a n a g e m e n t n o w pla y s a n im p o r t a n t r ole in t h e a c hie v e m e n t o f c o m p a n y c o n tin uit y. T h e r e c o r d s o f a n o r g a nis a tio n s e r v e a s it s m e m o r y. T h e k n o wle d g e a n d information included in an organization's records are essential for its ongoing continuation in the case of a disaster in addition to aiding the efficient operation of the organisation during its regular operations. Since these two systems work best together, organisations should connect their business continuity management system with their records management system. A records management perspective o n b u sin e s s c o n tin uit y C o n d u c t i n g b u s i n e s s a n d d e l i v e r i n g s e r v i c e s e f f i c i e n t l y M e e t i n g l e g i s l a t i v e , r e g u l a t o r y a n d a c c o u n t a b i l i t y r e q u i r e m e n t s O p t i m i z i n g t h e d e c i s i o n - m a k i n g , o p e r a t i o n a l c o n s i s t e n c y a n d c o n t i n u i t y o f a n o r g a n i z a t i o n P r o v i d i n g p r o t e c t i o n a n d s u p p o r t i n l i t i g a t i o n M a i n t a i n i n g c o r p o r a t e o r c o l l e c t ive m e m o r y ; a n d S u p p o r t i n g s o c i a l r e s p o n s i b i l i t y . A m a n a g e m e n t s y s t e m f o r r e c o r d s a s s i s t s i n : A U T H O R: N U R A M E E R A C o n t i n u i t y C e n t r a l. ( 2 0 1 5 , A u g u s t 0 4 ). A r e c o r d s m a n a g e m e n t p e r s p e c t i v e o n b u s i n e s s c o n t i n u i t y. R e t r i e v e d f r o m C o n t i n u i t y C e n t r a l 1 9
Potential disasters your organization could face How a disaster could impact your company — operationally, financially, reputationally, or otherwise How a disaster could impact your customers Processes you already have in place to deal with a disaster New processes that need to be built to address and mitigate potential disasters before, during, and after they occur Testing that may need to be completed to ensure the success of any BCDR plan Your approach should be focused on a plan made to keep things running while taking care of the recovery of assets and functions postdisaster. Consider these factors while creating a strong and thorough BCDR strategy: In detail, business continuity and disaster recovery (BCDR) refer to the IT and business processes created to ensure that an organization will stay operational during and after a disaster. What is Business Continuity and Disaster Recovery (BCDR)? Testing should be given top priority throughout the organisation because BCDR policies are your company's lifeline in an emergency. Smaller businesses should execute full BCDR field tests twice a year, whereas larger organisations should run table-tops four times a year. To minimise organisational interruption, best practises advise conducting catastrophe recovery tests independently at least twice a year. Testing should put your strategy to the test in order to refresh your resilience and promote continuous improvement. The team should meet frequently to assess the plan and make any required adjustments. Author Nur Ameera Unique D E C E M B E R 2 0 2 2 | IS S U E 10 Developing a BCDR Strategy Knowles, M. (2022, April 21). Business Continuity and Recovery. Retrieved from Hyperproof: https://hyperproof.io/resource/business-continuity- disaster-recovery/ 20
by nur ameera BUSINESS CONTINUITY AND WHY IT'S IMPORTANT The ability to quickly adjust to change and maintain corporate operations is crucial for success in today's fast-paced business climate. Business continuity is one of the essential elements of this skill. In the case of a loss, such as a natural disaster, cyberattack, or other emergency, a company must be able to sustain or quickly resume important business functions. This is known as business continuity. Making and setting into action a business continuity strategy is the initial step. This strategy should contain countermeasures against cyberattacks as well as procedures for data recovery and protection. Investing in storage and disaster recovery solutions is another crucial step. In the case of a disaster, these technologies can help protect against data loss and quickly recover IT systems. Additionally, organisations should regularly test their plans and hold drills to make sure that everyone is prepared in case of an emergency. how to protect your business and maintain continuity? UNIQUE Herrera, D. (2023, January 26). Business Continuity and Why It's Important for Your Business. Retrieved from Technology Monthly: https://www.linkedin.com/pulse/business-continuity-why-its-important-yourdaniel-herrera/ 21
VITAL RECORDS AND BUSINESS CONTINUITY PLANNING By Nur Ame e r a Author B U S I N E S S C O N T I N U I T Y A N D I T D I S A S T E R R E C O V E R Y Typically, approximately 3 to 15% of the paper records that are archived are classified as being vital. However, this number may be significantly greater in the case of governmental and hospital institutions. Therefore, the final decision regarding what is essential and what is not must be made by someone in a senior position within the organisation. In addition, a lot of paper records are kept for legal purposes. Many must be kept up to date in order to comply with FDA, SEC, Internal Revenue, or HIPAA regulations. Many companies move and store paper records off-site at a facility that specialises in transporting crucial information and offering secured vaulting services in order to protect them from calamity. Convert document to another type of media, such as a magnetic disc, optical disc, microfiche, or tape. Each of these scenarios is advantageous as long as it offers the required adaptability for data access when necessary and the required security for records preservation. Specifically, the vaulting facility must have sufficient security, provide appropriate environmental controls (humidity and air conditioning), have enough fire protection facilities, and employ trusted or obligated staff whether or not the essential records will be held on-site or off. In any instance, top management should make a conscious decision to overlook any dangers identified in the risk assessment or take steps to eliminate them through mitigation or sufficiently insure against loss. A description of how records will be located, moved, and managed throughout restoration should also be included in the plan. Kennedy, J. (2022, February 15). Vital Records and Business Continuity Planning. Retrieved from Business Resilience: https://brcci.org/blog/vital-records-and- business-continuity-planning/ 22
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Customer service is each interaction that occurs between a customer purchasing something and an employee of the company selling it. Most retailers regard direct interaction with customers as an important factor in ensuring buyer satisfaction and encouraging repeat business. CUSTOMER SERVICE CHAPTER 5 Wednesday, 1 February 2023 Satisfied customers. Dissatisfied customers Customer satisfaction is a performance indicator that determines how well a company's products or services meet the expectations of its customers. A dissatisfied customer is one who believes a company did not provide the expected product or service. To say that customer satisfaction is critical is an understatement. Customer satisfaction is viewed as the most important area of competition in their industry by 81% of marketers. REFERENCES what is the difference between a dissatisfied customer & an angry customer? Small Business Chron.com. https://smallbusiness.chron.com/difference-between-dissatisfiedcustomer-angry-customer-36127.html What is customer service, and what makes it excellent? (2010, December 21). Investopedia. https://www.investopedia.com/terms/c/customerservice.asp 24
F I V E D I M E N S I O N S O F S E R V I C E Q U A L I T Y - S E R V Q U A L M O D E L O F S E R V I C E Q U A L I T Y Reliability is a dimension of the Servqual model that confirms the capacity to provide services exactly, on time, and credibly. Consistency is a critical factor for providing assistance or product on time without error. For example, the organization sends mail to customers every day on time. The 5 Dimensions of Service Quality refers to the SERVQUAL Model of 5 key service dimensions, such as Reliability, Assurance, Tangibles, Empathy and Responsiveness. The model was developed by three American marketing scholars A Parsu Parasuraman, Valarie A. Zeithaml, and Leonard L Berry. AUTHOR NUR AMEERA BINTI HASBOLLAH Kobiruzzaman, M. M. (2022, January 6). Five Dimensions of Service Quality- Servqual Model of Service Quality. Newsmoor- Best Online Learning Platform. https://newsmoor.com/servqual-model-five-keyservice-dimensions-servqual-gaps-reasons/ Assurance creates trust and credibility for the customers. The skills that ensure this are: technical knowledge, practical communication skills, courtesy, competency, and professionalism. Tangibles represent the physical facilities and equipment. It focuses on facilitating materials and physical facilities. Empathy is the process of ensuring caring and distinguishing service. It is the essential attitude in some countries to serve every customer individually. The company might lose customers if employees lack this attitude. Responsiveness refers to the eagerness to assist customers. This dimension focuses on willingness and promptness. For this reason, you have to ensure that customers get service quickly without delay, and you should make customers feel very interested in helping them. 25
CALIBER OF RECROD OFFICERS OBSTACLES TO THE PROVISION OF HIGH-QUALITY CUSTOMER SERVICE UNIQUE 26 UNIQUE Author: Aniezatul Azmira Wilding, r. d. (2017). The challenge of providing excellent customer service. Credit: Canva All works have their problem and are not missed also for the Customer Services job. The quality of the employees plays a major role in determining whether you will have a hard time while dealing with customers. Lack of quality record officer will affect customer service. Customer satisfaction will depend on how the services was provided. Credit: Canva Credit: Canva Credit: GOOGLE INADEQUATE STAFF Problems will arise when some companies or organizations hire someone not based on theirs qualifications for the jobs. For example, hiring someone to fulfill the roles at certain departments without looking at the staff skills. LACK OF VITAL RECORD MANAGEMENT TOOLS Things like this can happen especially when the companies or organizations did not provide the main tool to their employees and result in an increase of dissatisfaction from the caller. Most of these problem occurs because the companies neglect their responsibilities and the right component for their staff to do their daily jobs.
FACTORS IMPACTING ON CUSTOMER SERVICE CUSTOMER STRATEGY The customer strategy is a crucial aspect that outlines a company's approach towards serving its customers. It covers aspects like customer segmentation, sensitization workshop and orientation programs, marketing of services and customer service standards, which directly impact customer service by setting the expectations and goals for customer interactions. CHANNEL STRATEGY The channel strategy details the methods and channels a company will utilize to reach its customers. This includes conventional channels like phone and email support, as well as newer options like live chat and social media. The channel strategy determines how customers will access and receive support, directly impacting customer service. PRODUCT STRATEGY Product strategy is awell-crafted product strategy has a direct impact on customer service. The product strategy details the company's method of creating and delivering products that cater to customer needs and expectations, taking into consideration aspects such as product design, development, delivery, features, and pricing. Awadhi, J., Obeidat, B., & Alshurideh, M. (2021). The impact of customer service digitalization on customer satisfaction: Evidence from telecommunication industry. International Journal of Data and Network Science, 5(4), 815-830. 27
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