• 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