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Published by Nurhayati Said, 2019-06-12 09:47:09

E-magazine

E-magazine

• Business continuity is defined as a comprehensively managed

effort to prioritize key business process, identify significant

threat to normal operation.
• It also include pelan mitigation strategies to ensure effective

and efficient organizational response to the challenges that

surface during and after a crisis.
• The pelan to ensure that all business records are protected.
• It will prevent a disaster from damaging the business records,

organization must first recognize the potential disaster such as

fire, water and theft.
• Recovery Team Responsibilities should have at least four

members with alternates
• Each members should be assigned and prepared to perform

one of the following duties:
o Team leader
o Supervisor for rescue team
o Coordinator of support services
o Records keeper

Disaster 1. Identify types of records
Recovery 2. Establish vital records management program
Planning 3. Identify the risk

4. Identify alternative storage facilities

5. Define roles and responsibles

6. Develop a list of contact

7. Prepare a disaster plan

Resumption of Security & Safety
Operation

Ensuring the Stabilizing the
Ongoing Protection Environment

of the Records Asssessing the
when the Records Extent of the
were Returned to Damage to Records
& Facilities
Storage

Rehabilitating
Storage Area &

Building

Dimensions of Service RELIABILITY • dependable, accuracy and performance
Quality
RESPONSIVENESS • helpfulness and promptness

TANGIBLE • physical facilities, equipment, personnel and
communication material

COMPETENCY • qualification, professional training & skills of
providing customer service are essential in
providing quality customer service

Dimensions of Service COURTESY • politeness, respect, consideration and
Quality kindliness

COMMUNICATION • keeping customer informed and listening to
customers

EMPATHY • ability to understand other people's
feelings and experiences

ASSURANCE • guarantee and promise to the customers
that the service provider is commited to
giving them relevant and reliable services
on time

Customer Strategy Channel Strategy

FACTORS
IMPACTING OF
CUSTOMER SERVICE

Product Strategy Infrastructure Strategy

CHALLENGES TO PROVISION OF QUALITY CUSTOMER SERVICE

.
Caliber of records officers

Inadequate staff

Lack of vital records management tools

Retention schedules

Security and protection of archives and
records

Inadequate and poor storage space

Lack of cooperation from customers


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