KARANGKRAF

KARANGKRAF

BY SYAHIR,SHAZRI,SYAHIRA,HAFIZ & HAIKAL

KarangKraf Media
Group Information
System Department

UNIVERSITI TEKNOLOGI MARA
KAMPUS PUNCAK PERDANA

1

THE

Table of Contents

03
Acknowledgement

04-07
Abstract
Karangkraf Background
Business Nature

08-11
Organization Chart

IT Department

12-19
Staffing and Recruitment
Compensation, Intensive and Benefit

20-24
Performance Appraisal

Budgeting

2

25-31
Business Relationship
KarangKraf Physical Plant

32-34
ISD Operational
Application and Data Resources

35-49
IS Service Desk
Documentation In ISD

50
Conclusion

51
References

3

Acknowledgement

First of all, we would like to She also give a lot of
say Alhamdulillah and coaching and advice during
thank to God because give finishing this assignment
us the strength and health and also for her suggestion
to complete this on how to find the sources.
assignment. We took a few Without her, me not sure we
days to do the research for can complete this
this assignment. Finally, we assignment. Not to forget all
able to finish up this the knowledge that she
individual assignment shares during our lecture
successfully.Furthermore, session hour. Last but not
we would like to thanks to least, thank to all our group
our respectable lecturer for members for the helping and
IMS656, Madam Noraizan sharing the ideas also guide
bt Amran who has gave us us in completing this
a lot of guidelines in order assignment. Not to mention
to complete this to parents that always gives
assignment. She always encouragement in
gives guidance and completing this work. We
thoughtful information for really appreciated it.
this task to us.
Thank you.

4

ABSTRACT

The purpose of doing this report is to understanding the best practices
for the management in Information Technology Department in the
industry of Karangkraf. The Karangkraf is one of the most stand tall
businesses in the industry of publishing. The Information Technology (IT)
Department has their own strategies or functions to make sure all the
business in the Karangkraf run smoothly by their involvement in the
organization as one of department. In this department, they have their
own unit function to done such as the staffing recruitment,
compensation, intensive and benefits, performance appraisal, budgeting,
and business relationship. Besides, all of the task must know what it will
use in manage, such as hardware, equipment or any telecommunication. In
addition, this department also needs to manage the operational,
application and data resources. In the IT Deparment also need the service
desk as the one who will help client or others to get solution in any
problem that related to the businesses or organization. When there are
so many inputs of information or data, the department will have their
own way in documentation all of the things.

2

5

ABOUT
KARANGKRAF
MEDIA GROUP

The group has a humble beginning way Growth and success tryst within the
back in 1978 when the then young and group. Like all success stories,
enterprising Dato (Dr.) Hussamuddin leadership and vision to see beyond
Bin Hj Yaacub started his small played pivotal role in the group. The
publishing business in a shop lot to need for a newspaper that is both
produce his first ever product, neutral and independent in its reporting
Mingguan Kanak kanak. From then on, amidst a curtailed media landscape saw
through perseverance, passion, sheer the birth of Sinar Harian in 2006 – the
determination, hard work and vision, first state customized national
the company has grown to what it is newspaper. With a 38% growth in
today. readership in 2012, Sinar Harian is the
fastest growing newspaper in the
Being in the publishing business, growth country.
and expansion within the realm of
publishing, printing and intellectual Now with Alaf 21 being the number one
products seemed to be a matter of publisher of novels and Ultimate Print
course for the group. In 1990, through the largest commercial printer, 13
Alaf 21 and Karya Bestari, the group magazine titles, a book division, and
started to print novels and books of with the addition of Sinar Harian,
various genres. Subsequently, in the Karangkraf stands tall in the world of
same year, through Ultimate Print and publishing in the country.
Dasar Cetak, the group’s foray into the
commercial printing business started.

6

Business Nature

To synergise and strengthened the VISION
group’s operations, a rationalization and To become an esteemed and influential media
consolidation exercise was done in 2010 organization with products that help shape and
with the forming of Kumpulan Media build the Malaysian society towards a
Karangkraf, which is now a parent progressive, modern and intellectual outlook.
company to the group’s 4 core business :
Grup Majalah
Grup Buku KarangKraf
Grup Sinar
Grup Percetakan

MISSION
To consistently produce products that are of
high quality and delivers on its promises.

To optimize the usage of our resources and to
apply technology towards maintaining our
leadership in the marketplace.

To gear our business process towards
contributing to our Corporate Social
Responsibility for the betterment of our
community and the conservation of our
environment.

7

COMPANY LOGO

PHILOSOPHY AND CORE VALUES
WE BELIEVE OUR EMPLOYEES ARE THE HEART OF
ORGANIZATION AND CONSUMERS, THE SOUL OF THE BUSINESS.
AS MUCH AS WE ARE PASSIONATE ABOUT OUR PRODUCTS, WE
ARE ALSO PASSIONATE ABOUT OUR CONSUMERS AND AT
KUMPULAN MEDIA KARANGKRAF SIX KEY VALUES STAND OUT
AND THESE ARE THE CORE VALUES THAT GOVERNED OUR DAILY
BUSINESS :
• PASSION
• INNOVATION
• TEAMWORK
• TRUSTWORTHINESS
• SINCERITY
• CONCERN

BOARD OF DIRECTOR

8

9

KarangKraf IT
Department

IT DEPARTMANT FUNCTION To increase flexibility and

responsiveness, the IT team

Planning investigates options, such as

• A senior member of the IT team works outsourcing management of the

with business executives to develop an ITinfrastructure or renting additional IT

strategy that supports the organization’scapacity from an external

business objectives and helps build a

strong competitive advantage Network

• They customize software and other • The IT team develops and operates a
elements of the IT system to meet the network to support effective
needs of business departments communication and collaboration.

• The team also ensures that the right • Increasingly, they are deploying the

level of IT resources is available to meet latest Internet Protocol networks with the

changing levels of demand. capability to carry all voice, data, video

and Internet traffic on a single network.

10

• IP networks enable organizations to replace

their legacy telephone systems with an IP-

based system, reducing complexity and SUPPORT
providing a platform for deploying advanced

unified communications tools.

• To enable employees to make the most

• The IT team develops solutions that allow effective use of IT resources, the IT team
external organizations, such as customers and provides various forms of user support.

supply chain members, to securely access the • After installing new software or network
corporate network. facilities, the team provides training so that

DATA employees can quickly make productive use
of the new resources.

• IT teams develop tools to collect, store, • The team also provides ongoing support to
manage, secure and distribute data to users through a helpdesk or self-service
employees who need access to the latest facilities on the company intranet.
information to make decisions about strategic,

financial and operational issues.

• They store company information from
sources such as customer records, sales data,
market research, financial records,
manufacturing and inventory data in a single
data center.

The team also sets up links to collect data from
retailers, distributors and the supply chain so
that managers can make sales, marketing and
production decisions based on the latest
information.

11

IT SECTION

TECHNICAL TAPPLICATION SUPPORT

• This section will always make sure all the • Application Support Analysts support IT
hardware, server, software, wiring, services delivered to users within an
networking in a good condition. organization, enabling the required business
processes needed for the business to be
• If there are any problem, they will successful
troubleshoot the problem as soon as
possible. • By default it means they enable people to
execute their responsibilities within their
MANAGEMENT INFORMATION SYSTEM relevant business processes.

• It was the main important in this • As such, they are dealing with people both
department. on a business level and IT level of
understanding; they act as the technical
• They need to always up to date with the point of contact to fix their application and
current software development, new systems issues, or incidents as they are
hardware etc. known, that disrupt the service they depend
upon
• Managers are the key people in an
organization who ultimately determine the IT ADMIN
destiny of the organization.
• As an IT administrator, they are
• They set the agenda and goals of the responsible for maintaining the company's IT
organization, plan for achieving the goals, network, servers and security systems.
implement those plans and monitor the
situation regularly to ensure that deviations • This role is absolutely essential within any
from the laid down plan is controlled organization to ensure business continuity.

• They decide on all such issues that have • If an IT network fails, the impact on the day
relevance to the goals and objectives of the to day running of the business can be
organization important, sometimes terrible

KarangKraf Information System Department 12

Staffing And Recruitment

• The process of ISD staff recruitment

STEP 1 : Identify Vacancy and Evaluate Clearly articulates responsibilities
Need Recruitments provide and qualifications to attract the
opportunities to departments to align best suited candidates.
staff skill sets to initiatives and goals, Provides an opportunity to clearly
and for departmental and individual articulate the value proposition for
growth. Proper planning and the role
evaluation of the need will lead to Serves as documentation to help
hiring the right person for the role and prevent, or defend against,
team. discrimination complaints by
STEP 2: Develop Position Description providing written evidence that
A position description is the core of a employment decisions were based
successful recruitment process. It is on rational business needs.
used to develop interview questions, Improves retention as turnover is
interview evaluations and reference highest with newly hired
check questions. A well-written employees. Employees tend to be
position description: dissatisfied when they are
performing duties they .

KarangKraf Information System Department 13

• Identify Duties and Responsibilities STEP 4 : Select Search Committee
Prior to developing the job description
the hiring manager should identify the
following: To ensure applicants selected for
interview and final consideration are
1. General Information. evaluated by more than one
individual to minimize the potential
2. Position Purpose. for personal bias, a selection
committee is formed. The hiring
3. Essential Functions. manager will identify members who
will have direct and indirect
4. Minimum Requirements. interaction with the applicant in the
course of their job. Each hiring
5. Preferred Qualifications manager should make an effort to
appoint a search committee that
STEP 3: Develop Recruitment Plan represents a diverse cross section
of the staff. A member of the
Each position requires a documented committee will be appointed as the
Recruitment Plan which is approved Affirmative Action and Compliance
by the organizational unit. A carefully Liaison who will monitor the
structured recruitment plan maps out affirmative action aspects of the
the strategy for attracting and hiring search committee. Under-
the best qualified candidate and helps represented groups and women
to ensure an applicant pool which are to have equal opportunity
includes women and to serve on search committees and
underrepresented groups including special efforts should be made to
veterans and individuals with encourage participation.
disabilities. Departments that lack diversity
in their own staff should consider
Recruitment plan elements: appointing staff outside the
department to search committees
- Posting Period or develop other alternatives to
broaden the perspective of the
- Placement Goals committee

- Additional Advertising Resources

- Diversity Agencies

Resume Banks

KarangKraf Information System Department 14

•

STEP 5: Review Application and Development
Short List.

A phone screen may be conducted to obtain information such as availability,
salary requirements, special position requirements (e.g. ability to perform
shift work), ascertain minimum requirements and other preliminary
information to assist the search committee with their review. It is possible to
screen out an applicant due to information obtained during this initial
screening and therefore phone screens should be properly documented and
attended by at least two search committee members or Human Resources.

STEP 6 : Conduct Interview
The interview is the single most important step in the selection process. It is
the opportunity for the employer and prospective employee to learn more
about each other and validate information provided by both. By following
these interviewing guidelines, you will ensure you have conducted a
thorough interview process and have all necessary data to properly evaluate
skills and abilities.
STEP 7 : Select Hire
Once the interviews have been completed, the committee will meet to
discuss the interviewees. Committee members will need to assess the extent
to which each one met their selection criteria.
STEP 8 : Finalize Recruitment
Upon completion of the recruitment process the offer to the selected finalist
is made.
Prior to initiating the offer, it is recommended that one more check of the
selection process be completed as follows:
- Review the duties and responsibilities of the position and ensure they were
accurately described and reflected in the job description and interview
process
- Review selection criteria used to ensure they were based on the
qualification listed for the position.

.

- Confirm interview questions clearly matched the selection criteria

JOB DESCRIPTION

Advertising and Editorial Photographer Other Advertising Photographers choose to
be self-employed and often operate their
Advertising Photographers produce own studios. They are commissioned to
images that support a marketing idea in produce high-quality photographs that sell
answer to a photographic brief given to the benefits of a product or reinforce brand
them by a client, a designer or an awareness. They secure new work on the
advertising agency. strength of past campaigns. Their original
This can involve any subject matter, but take on the subject matter is based on a
is often categorised into specialist areas: thorough knowledge of the visual arts and
still life, portraiture and landscape. Some the history of advertising photography.
work is carried out on location, but much
is done in studios, using studio flash They often specialise in a specific area, such
lighting and a variety of props and as food, furniture, engineering, cars or
accessories. financial services. They continually market
Some Advertising Photographers themselves, through agents (who take a
specialise in producing well-lit product percentage commission), personal contacts
shots for use on packaging and in and other forms of networking.
catalogues. These are called ‘Pack’ or Editorial Photographers produce images to
‘Pack Shot' photographers. accompany feature articles in newspapers,
magazines and websites, chapters in books
and text in company brochures.

Since these publications cover almost 16
every area of interest, photographers
with a background in many different Translator
disciplines may be involved in this field,
working both in studios and on location. A translator is responsible for taking a
Photographers are usually briefed by the text written in one language, and copying
publication's editor or picture editor. It is it into a different language entirely. It’s a
then the photographer's job to shoot very specialist career, and requires in-
images that will answer the brief and depth knowledge and fluency in multiple
satisfy or exceed editorial expectations. languages, as well as a flexible writing
style. One of the key challenges of a
Art Editor translator is to ensure the original
meaning and subtext is retained. It’s a
Art Editors are in charge of making sure a career that requires a lot of study and
magazine is attractive and easy to read. patience, but can be incredibly satisfying
They use a range of IT and design skills to when the copy finally reads correctly.
make the publication have a real visual
impact while keeping the information Web Content Manager
easy to digest.
The Art Editor would also be in charge of Web Content Managers are in charge of
instructing photographers and the content displayed on a website, in
illustrators on the designs and images particular the information in the written
needed for the magazine, and finding copy. They work closely with a full team
various stock photos that may be needed. of developers and designers in order to
From the earliest conceptions of the make sure the website appeals to the
magazine to the finished product, the Art target audience.
Editor is responsible for the overlook While the role’s core is in writing instead
throughout. of web design, a good Web Content
Manager will have an excellent
Journalist understanding of search engine
optimisation and web trends, and adjust
Journalists are the writers of content for their copy to take advantage of these.
magazines, newspapers and news Web Content Managers are typically
websites. They create factual pieces, and involved in e-commerce (shopping and
carry out a great deal of research before banking), and use their skills to help
writing. Due to the time sensitive nature attract customers to new or existing
of news, journalists are often expected to products on the website. However, they
do a great deal of research, writing and have been known to be utilised in other
revisions in a short amount of time. web areas, such as social media or public
information websites.

Writer 17

Typically a freelance position, a writer is

someone with a passion for language and General Manager

semantics who can construct sentences in a

creative and evoking way. Writer are Responsible in managing overall company’s

required to at least competence in third business operations and to play a strategic role

language such English and other like in developing and charting the company’s

Mandarin would be an advantages. growth. Besides, must be able to create

reports and write business correspondences,

Administrative Officer able to develop business in designated market

segment and implementing effective sales and

Responsible in providing administrative marketing strategy to achieve sales and

support to allow the office function to run targets, and able to plan, market and create

smoothly and effectively, coordinate and sales independently in order to develop

actively take part in the business existing business and to bring in new business.

development of the company.

Human Resource Executive Chief Operations Officer

Responsible in managing and processing Responsible in planning, budgeting and

monthly payroll including salary, overtime, managing of the overall business operations

allowance and also involving in the process and need to ensure each of the company’s

of staff recruitment. HR executive also will goals are achieved. Besides, the officer also

responsible in maintaining staff leave, need to ensure the development and

medical and attendance records, maintenance of a suitable corporate culture

preparation of letter such for employment or and corporate image of the company.

resignation.

Chief Executive Officer

Information Technology Officer

Responsible in overall responsibility for plant

Involve in assisting supporting and operations and business development and

maintaining hardware and software need to establish the company’s business

application within the company. Also objective and strategies and need to direct
involved in programming works and reports Key Performance Index and ensures

sometimes need to work in front desk. The their attainment. Besides the officer also need

IT officer also will responsible as IT support to ensure management goals and key
within the company and need to ensure all developments awareness are communicated

the problem related to system for example to all level of employees and ensure

are settle down completely. The officer will achievement of key business goals and

also directly involved in the new related IT objectives exercise. The officer need to ensure

project as they will be the one who lead the the overall control of the company by ensuring

project later. the implementation of the approved policies

and procedures (SOPs) and compliance with

statutory regulations and requirements.

18

COMPENSATION, INTENSIVE
AND BENEFITS
KARANGKRAF MEDIA GROUP

As for the salary, the amount will be As for the annual leave, the
vary depending on the type of the job company provide standard amounts
position, the level of the job position, of annual leave which is 12 days
the seniority, and education over 12 months of full time
qualification. While as for bonus and employees which has been served
allowances, all of this things will be the company for the period of at
decided by the Chief Executive Officer least 2 years and 8 days of annual
based on the key performance index of leave for the full time employees
the staff. The key performance index who has been served the company
playing role in a way such as the for less than 2 years period of time.
output of the completed task, the As for the medical benefits, it cover
successfulness of the given task, the for all of the staff in the company
time taken for completing task, the via a panel hospital/clinics and will
effectiveness of the completed task cover for the family members for
and can vary on the job position of the the married employees.
staff itself.

jAs for training of the staff, the 19
training will be provided depending
on the job position and level of the As for the career development, it
staff itself. For example, the will be judged and decided based on
complete training for the whole job the key performance index, where if
position will be provided to the new the staff show a great potential,
staff such as Junior IT officer, the decent performance and will be
company will provided training in benefit to the company, despite
managing IT projects or provide their age, education level or
training in new programing language seniority, the staff then will be
for the existence staff in order to promoted to another level of job
adding knowledge for the position within the
staff.company. ,
As for tools used in HR department
in order to managed all information
related to the staff are called anjung.
This system will show all information
such as staff attendance, staff
performance and etc.

20

Performance
Appraisal

Performance appraisal can be defined as a
systematic of evaluation of an individual with
respect to performance on the job and individual
potential for development. In other words, it also
can be define as formal system, structure system
of measuring, evaluating job that related to
behaviour and outcomes in order to discover the
reason of performance and how to perform
effectively in future so that all the employee,
organization and society will gain the benefit.

As an organization, KarangKraf Group has
many staffs that work with the organization from
the various departments. All the staffs have
different tasks and job responsibility according to
which department that they are working. As a
worker, all the staff will be evaluated on their
performance. This performance evaluation is
usually called as performance appraisal. In
KarangKraf Group, this performance appraisal will
be done for promotions, confirmations, training
and development and evaluation of HR programme.

Basically, in performance appraisal it can be
divided into two methods which are past oriented
method and future oriented method. Through our
observation In Karangkraf, there are use mostly
the future oriented method and only certain past
oriented method in performance appraisal. In past
oriented method, they only use the rating scales.
Meanwhile for future oriented method, the
organization using management by objectives,
psychological appraisals, assessments centres and
360 degree feedback.

Although the rating scale is a traditional method for
performance appraisal but KarangKraf still using this
method to evaluate their staff. The rating scale is
consisting of numerical scales which is representing job
that related performance criterions. The HR wills use the
rating scales to evaluate the staff performance based of
criteria such as dependability, initiative, output,
attendance, and attitude. This rating scale consist of
scales ranges from excellent to poor. So, based on this
scale the organization may know their staff performance
based on this rating scale.

Same like others company, KarangKraf Group
mostly use the modern methods of performance appraisal
in evaluate the performance of their staff. The method is
firstly management by objectives. Through this method,
the performance of the employee will be assessed based
on the basis of target that be achieved by him as set by
the management of KarangKraf Group organization. The
management will be set the goal and they will
communicate the same with the employee. Then, the
performance of the employee will be compared against
this set goal that have been set by KarangKraf Group
management and is evaluated on this basis.

Next is, assessment centre. Under this, the manager
will come and perform the job exercises. The staff will
be required to perform the list of exercises like
computer simulations and working skill. Through this
exercise, the manager will evaluate the employee in
term of their persuasive ability, communication skills,
confidence, sensitivity to the feeling of others, mental
alertness and administrative ability. This entire exercise
will be done under the trainer who will observe the
employee behaviour and then discusses it with the rate
who finally evaluates the employee performance.

Lastly is, 360-degree feedback. This appraisal
method is use by the KarangKraf Group management to
evaluate their employees through feedback method
wherein the details of an employee’s performance are
gathered from peer, team members and self. Through
this method the employee will be asked about himself.
For example is what he feels about his performance.
Through this the employee can realize his strength and
weaknesses. Through this method the member will be
asked about the employee performance and what they
feel about him. Thus, this method will be used to have
detailed evaluation of an employee from all perspective.

22

Meanwhile for the software for manage the
performance appraisal, KarangKraf Group use Deskera
HRMS software for performance appraisal. The using of
this software enable this company to configure the
multiple appraisal cycles of this organization including
the dates for submission of the appraisal form. The
another reason of using this software is it is easy for
the company to set the employee goals which is by
defining the deliverables, priority level, as well as
deadline for each goals.

Besides, this software also enables the company to
evaluate their employee performance by assigning the
rating to reflect their staff actual performance in
comparison to the required competencies and goals and
through an appraisal form. All the employee appraisal
performance also can be easily review by the
management of KarangKraf Group by review the
corresponding appraisal report containing employee
ratings. Lastly is, the most important is after the
performance evaluation have been done, Deskera HRMS
will be produce the appraisal report which is useful for
manager to view past appraisal record of all employees
in this company through the comprehensive appraisal
report.

23

BUDGETTING

Budgeting is the process of creating a plan to spend your
money. This spending plan is called a budget. Creating this
spending plan allows you to determine in advance whether
you will have enough money to do the things you need to do or
would like to do. Same like other organization, KarangKraf
Group are also having their own budgeting plan.

In order for managing the budget process, KarangKraf
Group was practices 4 stages of budgeting process which is
firstly, budget formulation. Under the budget formulation, the
executives management of KarangKraf will be firstly formulate
the draft of budget. In this budget draft, there are list of
expenditure that will be allocate for such as salary, equipment,
facilities and information system.

Once the budget proposals have been made, it is need to
be sending to budget committees under the financial
department. This budget proposal is require being send to
budget committees because get an approval of the budget
first before it can be implement. The budget committees will
be review the budget proposal first, whether all the
expenditure that be state in the budget proposal can be
implement or not.

After getting approval from the budget committees, then
the budget can be execute according to the budget that have
been approve by the budget committees. Along the budget
execution, the executive of KarangKraf Group will be collect
the revenue and spend the money as per the allocation have
been made.

24

At last process is the budget that have been execute will be
audit by the budget committee. Under this process, the budget
account will be audited and the audit finding will be review by the
budget committees. The reason for review is to identify which
requires actions to be taken by the budget committee to correct
the audit findings. Then, all the result from the review and audit of
the budget will be produced the audit report of budgetting for this
organization.

Meanwhile for total budgeting in KarangKraf it is
approximately about 90k per year. This total amount of budget is
covering all the business operation of KarangKraf Group not only in
the centre but also covering the branch of Karangkraf Group that
have in some state such as Perak, Kedah and Johor. For example is
payment of salary, equipment, facilities, infrastructure and others.
Since this company has many department the budget are also be
allocated to each department. The amount of that been allocated
for each department is different according to their function in this
organization.

Lastly is, in order for effective and efficiency of financial
management process, this company have using the financial
software which is calling Oracle Hyperion Resources Planning. The
using of this system make it the financial management for this
company become more easy which is all the financial process and
data are keep and process by this system. This software is also
making it easy for the staff for update the plan and generates the
budgeting report for this company.

INFORMATION SYSTEM DEPARTMENT 25

rBeulasitnioenssship

.Stakeholder is an entities Writer is a person or a group
who are involved with the of people or who are
production and affecting interested in publishing
the output or product their work to the public.
through the initiation of Thus, they send their work
certain project. The to the Karangkraf to
stakeholder usually or can establish their work that
be supplier, user, must go through certain
customer, staff and also steps or process in order to
the opponent of the make sure the work can be
company. Karangkraf have published officially.
so many stakeholders. User or customers or
Karangkraf have so many readers. This is the
stakeholder in their daily important stakeholder of all
process of business and since they are buying and
also in succeeding their using the product produced
business: by Karangkraf. The product
Writer of the Karangkraf is
Users/customers/readers depending on how the user
Print Expert give their rating of how the
Book shop level of their production
Interested Parties doing. Usually people will
give their feedback to the
Karangkraf if they do not
satisfy with the quality of
the product.

26

Print Expert is place where
they print their their product
such as book, magazine,
brochures, banner, and so on.
Karangkraf indeed have their
own printing devices,
however sometimes they
need to use the outside
sources since they have to
manage a lot of production.
Therefore, in order to
avoiding redundant or delay
activities using outside
source would be a wise
action.
Bookshop. A place or
premise for them to supplying
the product they were produce.
Any announcement made for
new production will be first
aware by the bookshops. It can
be any local bookshops.
Bookshop can be considered as
a business partner for the
publishing company since they
are buying and selling the
products produce by the
publishing company.

27

Communication with ISD Stakeholder

CommCommunication is a process of transferring and
receiving of information between Karangkraf with the
outsiders. A proper communication process will be a assuring
the information and deliverance of messages occur in a better
way. This will also help the business process conducted properly
without conflict thus affecting the business performance. In
conducting communication with the stakeholder, it include face
to face communication, email, phone call, and also through
media social such as whatsapp messenger, facebook pages and
so on. unication is a process of transferring and receiving of
information between Karangkraf with the outsiders. A proper
communication process will be a assuring the information and
deliverance of messages occur in a better way. This will also
help the business process conducted properly without conflict
thus affecting the business performance. In conducting
communication with the stakeholder, it include face to face
communication, email, phone call, and also through media social
such as whatsapp messenger, facebook pages and so on.

It is important for Karangkraf to keep in touch with their
stakeholder since they are the objective of their business. The
satisfaction of stakeholder need to be meet in order to make
sure the succeeding of the product. Therefore, communication
process need to be held properly to ensure the smoothness of
the process and to avoiding miscommunication that can cause a
failure to meet the parties common understanding that will also
cause a failure to the current production activities.

28

Face to face communication include the meeting with
stakeholder in discussing their progress of activities and also in
meeting their customer or writer for interview for the work that
they intend to published. This is most often done whenever
there is a new article or work that a writer or anyone which
already recognize by the organization to publish their work.
Besides that, to make a photo shot with celebrities, they must
indeed meet them face to face. Phone call will be made in order
to updating the progress of activities in hand. A phone call will
be made in order to saving the time to contacting the
stakeholder. If not preferred, the face to face communication
will be used. Social media such as whatsapp, facebook page and
email will be used for customer o user in updating their
comment or complaint to the organization.

ISD PHYSICAL PLANT
LAYOUT

KARANGKRAF MEDIA GROUP

According to James Lundy, “Layout The plant layout is an effective way of
identically involves the allocation of space managing physical arrangement,either existing
and the arrangement of equipment in such or in plans of industrial facilities for example
a manner that overall operating costs are arrangement of machines, processing
minimized”. Besides that according to equipment and service departments to achieve
Mallick and gandreau, “Plant layout is a greatest co-ordination and efficiency of 4 M’s
floor plan for determining and arranging which are Men, Materials, Machines and
the designed machinery and equipment of Methods. The proper management of plant
a plant, whether established or layout will affect the efficiency of subsequent
contemplated, in the best place, to permit operation.
the quickest flow of material, at the lowest
cost and with the minimum handling in
processing the product, from the receipt of
raw material to the shipment of finished
product”.

PAGE 29

TYPE OF COMMUNICATION

Telecommunication is activities of exchanging information by electronic and electrical
means over a significant distance. The devices is made up of two or more station
equipped with transmitter or receiver. The types of telecommunication used in the
Karangkraf is Wide Area Network (WAN). WAN is a collection of a computers which are
connected through the network over a geographical area. Usually connected to the
internet of which practice by the Karangkraf organization. The below diagram showing
the telecommunication activities in the organization.

TYPE OF HARDWARE/EQUIPMENT

Network is a mean of the company for establishing their communication both for
internal and also for the outsiders. In establishing the network company, Karangkraf is
using the devices brand Cisco Catalyst. In diagram above, as you can seen there are
series of the devices used.

PAGE 30

Server is used for managing the network resources. In the Karangkraf, Apple and Dell
brand was chose for the server of the company. In diagram above, there are them name
of the brand used by the company for their server devices. The server of the Karangkraf
is operated using the Microsoft Window Server 2008R2, Microsoft Window Server
2012 and Microsoft Window Server 2012R2 which are include:

Windows Server 2008 R2 Foundation Windows Server 2012 Foundation
Windows Server 2008 R2 Standard Windows Server 2012 Essentials
Windows Server 2008 R2 Enterprise
Windows Server 2008 R2 Datacenter Windows Server 2012 Standard
Windows Server 2008 R2 for Itanium-based Windows Server 2012 Data center
Systems Windows Server 2012 R2 Foundation
Windows Web Server 2008 R2 Windows Server 2012 R2 Essentials
Windows Storage Server 2008 R2 Windows Server 2012 R2 Standard
Windows HPC Server 2008 R2 Windows Server 2012 R2 Data center

In managing their daily operation of activities Apple, Acer and Dell brand were chose.
Each of them was used for each different of task to perform. As an example that can be
seen in the above diagram. In operating the desktop, Karangkraf using the following
operating system;

MICROSOFT WINDOW 7 APPLE MAC OS 10.9
MICROSOFT WINDOW 8 APPLE MAC OS 10.10
MICROSOFT WINDOW 8.1 APPLE MAC OS 10.11
MICROSOFT WINDOW 10 APPLE MAC OS 10.12
APPLE MAC OS 10.7 LINUX
APPLE MAC OS 10.8

PAGE 31

ISD OPERATIONAL

In Karangkraf the procedure and policy regarding their it department are related to the

,customer right in keeping their data safe the Karangkraf system are collecting their
,customer and user data by using the user request form management system and their
.networks At the start of their policy they has stated a basic principle regarding their

services towards their user to inform about the data that has been process and used by

, :-them there are four general principal that has been stated by them thus are

• , , , , , ,We will use process recording holding keeping storing shared and exposed the

.user data only with their permission

• A continues used of Karangkraf product and services will be counted as a permission

.by the user to process their private data by Karangkraf

• Karangkraf will record and stored one permission record by the user through

.continues use of the user with their services as stated in their database of active user

• 18If user is below years old they need to get permission from their guardians legally

.before using Karangkraf services and product

These are policy regarding the data protection in Karangkraf that can be read by user

so that they can understand the term and regulation of their data safety in the

,Karangkraf database for the data collection they also inform that the data collected
:-will be different cause of the following reason

• , , , , , ,User names age sex identification number or passport address email address
,phone number and financial information such as credit card number bank number in
.details for transaction used only
• Community discussion and addressing details
• , , .Cookies web log ip address and additional information from the third party
,Integrity principles in Karangkraf they are trying their best to keep the user
, ,information completely up to date and accurate if there is inaccurate information the

user are recommended to clarify the problem to Karangkraf attention so that it can be

.tracked and addressed as fast as possible

This procedure will be preserved because they want to make sure that the problem can

. 9.00 5.00be solved as fast as possible The system is available from
am until pm

.Monday to Friday But the database is being monitor by two people each day with

rotating shift between them

32

APPLICATION AND DATA
RESOURCES

The application are the programs that the organization used in order to complete the

organization operation and their business in Karangkraf there are variety kinds of

.application to support their core business in publishing

The first application that Karangkraf used in operating their organization is power

( . . ,2016)Business Intelligent or known as Power BI according to powerbi microsoft com

.Power BI is a suite of business analytics tools to analyze data and share insights

360-Power BI dashboards provide adegree view for business users with their most

, ,important metrics in one place updated in real time and available on all of their

. ,devices With one click users can explore the data behind their dashboard using

.intuitive tools that make finding answers easy Creating a dashboard is simple thanks

50 , -to over
connections to popular business applications complete with pre built

.dashboards crafted by experts that help you get up and running quickly And you can

,access your data and reports from anywhere with the Power BI Mobile apps which

.update automatically with any changes to your data

,If you are a data analyst delivering reporting and analytics to your organization Power

.BI lets you be productive and creative with what you build Power BI Desktop is a

- .feature rich data mashup and report authoring tool Combine data from disparate

, ,databases files and web services with visual tools that help you understand and fix

. 20 -data quality and formatting issues automatically With over
built in visuals and a

,vibrant community of custom visualizations create stunning reports that

. ,communicate your message effectively With the Power BI service publish reports

securely to your organization and setup automatic data refresh so everyone has the

.latest information

’ , - .Power BI can unify all of your organization s data whether in the cloud or on premises
, ,Using the Power BI gateways you can connect SQL Server databases Analysis Services
, .models and many other data sources to your same dashboards in Power BI If you
,already have reporting portals or applications embed Power BI reports and
.dashboards for a unified experience This software are used to communicates between

team member in the company and discussing about datelines or other project that

.need to be completed also can be view by all staff member

33

2 2008Next Karangkraf also used Microsoft SQL Management studio R to stored their

information these are the database used by Karangkraf in managing all their

, ,information regarding design project staff salary etc they also used Microsoft shared

point designer where this software act as a medium in editing web pages and also

similar communication tools to Power BI the only different is it is used by different

.staff member in different department For the editing purposes and especially for the
, ,designer the application that they used are adobe Dreamweaver Photoshop in design

and also visual studio all these application are used because it support the core

business of Karangkraf organization they also used Microsoft visual studio in order to

,create an new application that suite Karangkraf core business and needs moreover

the method used in the IT department are given to three separate method thus are

, .fragile method spiral method and parallel method in conducting their project

34

IS SERVICE DESK

Types of IS service desk – roles and functions

The way to a compelling Service Desk is guaranteeing that
there is clear responsibility and that parts are characterized
in order to do the act of Service Operation. A part is
regularly fixing to an expected set of responsibilities or work
amass depiction, however does not really should be filled by
one person. The extent of an association, how it is organized,
the presence of outside accomplices and different variables
will impact how parts are doled out. Whether a specific part
is filled by a solitary individual or shared between at least
two, the significance is the consistency of responsibility and
execution, along with the connection with different parts in
the association.

35

Service Desk Manager

In Karangkraf where the Service Desk is of a critical size, a
Service Desk Manager part might be supported, with the
Service Desk Supervisor(s) answering to him or her. In such
cases, this part may assume liability for a portion of the
activities recorded above, and may also perform the
following activities:

• Manage the general work area activities, including the
bosses
• Act as a further heightening point for the supervisor(s)
• Take on a more extensive client benefit part
• Report to senior directors on any issue that could
fundamentally affect the business
• Attend Change Advisory Board meetings
• Take general duty regarding occurrence administration
and demand satisfaction on the Service Desk.

This could likewise be extended to some other movement
gone up against by the Service Desk such as checking certain
classes of occasion.

36

Service Desk Supervisor/Senior Service Desk
Analyst

In small work areas it is conceivable that the Senior Service
Desk Analyst will likewise go about as the Supervisor yet in
bigger work areas it is likely that a hard work Desk
Supervisor/Senior Service Desk Analyst part will be
required. Where move hours direct, there might be at least
two post holders who satisfy the part, generally on a covering
premise. The Supervisor/ Senior Analyst part is probably
going to include:
• Ensuring that staffing and expertise levels are kept up all
through operational hours by managing shift staffing
schedules, and so on.
• Undertaking HR activities as required
• Acting as a heightening point where troublesome or
dubious calls are received
• Producing statistics and administration reports
• Representing the Service Desk at meetings
• Arranging staff preparing and mindfulness sessions
• Liaising with senior administration
• Liaising with change administration
• Performing briefings to Service Desk staff on changes or
organizations that may influence volumes at the Service
Work area
• Assisting Analysts in giving first line bolster when
workloads are high, or where extra experience is required.

37

Service Desk Analysts

The essential Service Desk Analyst part is that of giving first
level support through accepting calls and taking care of the
subsequent occurrences or Service Requests, utilizing the
incident administration and demand fulfillment forms, in
accordance with Service Desk goals.

38

Tools/method/software to manage the
documents

A Service Desk comprehends that data offers organizations
vital preferences and it guarantees legitimate systems are set
up for the information to be broke down, delivered and
circulated flawlessly. The Service Desk is the principal
contact in the Karangkraf for any IT questions.

Service Desk is a single purpose of contact among clients and
IT Service Management. Errands incorporate taking care of
occurrences and asks for, and giving an interface. The
essential elements of the Service Desk are incident control,
life cycle administration of all administration demands, and
communicating with the client.

Service Desk also is an inside that gives a Single Point of
Contact between an organization's clients, representatives
and business accomplices. The Service Desk is intended to
advance administrations for the benefit of the business and
administer IT capacities. Consequently, a Service Desk
accomplishes more than ensuring IT administrations are
being conveyed right then and there, it deals with the
different life cycles of programming bundles used to give
basic data stream.

39

Tools/method/software to manage the
documents

These accepted procedures empower an IT specialist co-op to
guarantee end user information is being conveyed reliably
under a wide range of situations. Since the Service Desk is a
Single Point of Contact (SPOC) it comprehends that there are
many reasons administrations can be intruded. A Service
Desk has the methods inside its chain of importance to
screen and deal with every layer of administration from
beginning to end. These layers are characterized by:

40

Tools/method/software to manage the
documents

Network Operations: The capacity to screen all system
gadgets and associations remotely. A Service Desk manage
and screens occurrence reports, movement, performs
arrange audits, actualizes reinforcements and manage
change on the system. Along these lines, a Service Desk
guarantees the framework of the system is advanced to meet
the business needs of the endeavor.

Systems Operations: The capacity to perform center
frameworks administration assignments. Center frameworks
administration incorporates execution observing,
establishment of patches, change administration, account
administration and support for particular stages, Linux,
Unix, and so forth.

Database Operations: The capacity to keep up and
streamline database assignments. Execution checking, blame
observing, log audits, get to administration, and change
control for database programming such at Oracle, DB2, and
so on.

41

Tools/method/software to manage the
documents

Security Management: The capacity to shield the
undertaking from outside/inner dangers. A Service Desk will
perform defenselessness checks, screen IPS logs and guide
this information to the data security related administrative
orders.
Using different sorts of equipment conveys the greater part
of the capacities above, programming and conveyance
prepare. These capacities need to cooperate in a consistent
way and each has it's own particular life cycle and the
Service Desk will manage them. In this way, when one
equipment stage, programming bundle or process should be
supplanted with more up to date innovation or practices, the
Service Desk will deal with the moves guaranteeing most
extreme information conveyance.

By performing the undertakings sketched out over, a Service
Desk enhances client fulfillment by:

• Minimizing business effects of administration
disappointments
• Proactively manage utilization of the IT system
• Settling occurrences and solicitations with insignificant
deferral
• Communicating with the end user

42

Tools/method/software to manage the
documents

As organizations switch their IT benefit administration from
innovation based to handle based, the they can incorporate
their IT needs straightforwardly into the partnership's
general key arrangement. The Service Desk assumes a key
part in this move. The Service Desk permits organizations to
be less subject to particular innovation and empowers them
to effectively associate with business accomplices pushing
ahead by concentrating on procedures. By exchanging the IT
concentrate on procedures the foundation conveys esteem
add to the corporate clients and clients. Once the
administrations and procedures are characterized, the
Service Desk screens them and the organization concentrates
on its key and strategic strategy for success.

A decent Service Desk enhances an organization's consumer
loyalty by permitting the organization to actualize their
marketable strategy. A decent Service Desk enhances an
organization's fulfillment by managing IT costs while dealing
with the lifecycles of the IT forms. A decent Service Desk
conveys viably and effectively with every end user. There are
numerous more things a decent Service Desk does well, it is
the following stride in permitting the organization to
concentrate particularly on the strategy for success.

43

THE BEATEN PATH

PAGE 44

DOCUMENTATI
ON IN ISD

TYPES OF
DOCUMENTATION BEING

USED TO MANAGE THE
ISD

Administration and Support Manager • Upon enactment, Service and
consequently recognizes serviceable Support Manager will utilize the
equipment issues and safely gathers implanted Electronic Benefit Agent
supporting information for serviceable apparatus to transmit serviceable
equipment issues that happen on the equipment issues and bolster records,
observed endpoint frameworks. stock, framework notices, Performance
Electronic Service Agent is a call- Management information, and quality
home device that is incorporated with programming information to bolster.
Service and Support Chief. Electronic • Collects and safely sends booked
Service Agent safely transmits framework stock records. Stock data is
serviceable equipment issues and accessible to bolster delegates when
related bolster records, and in they understand reported issues. The
addition framework stock and stock information is diligent and can
framework announcements, Execution be seen by approved work force and
Management information, and quality by the client through the electronic
programming information to bolster. bolster gateway. The electronic bolster
entry is a web application.
This report is expected to portray the • Diagnostic information is gathered
security contemplations for the and safely answered to view of an
Service and Bolster Manager segment issue that has been identified by
just, and does not endeavor to depict Service and Support Manager. At the
all security contemplations. point when a serviceable equipment
issue is recognized extra information
Administration and Support Manager is gathered and safely transmitted to
incorporates the accompanying bolster. Bolster records can
components: incorporate augmented blunder
information or issue assurance
• Service and Support Manager will information.
consequently begin to screen all • Communicates with bolster utilizing
qualified endpoint frameworks inside a protected Internet association
the ISD environment for serviceable utilizing encryption and verification.
equipment issues.

THE BEATEN PATH PAGE 45

DOCUMENTATI
ON IN ISD

DOCUMENT PURPOSE

The purpose of this document is to
provide information to the IT
professional responsible for ensuring
that customer data is:

• Transmitted safely between checked
endpoint frameworks and the ISD
administration server
• Securely put away in the ISD
administration server or remote
database.
• Transmitted safely by Service and
Support Manager to bolster for
symptomatic purposes.
• Securely put away by bolster after it
is gotten.
• Accessible to just the individuals
who are approved by the client to view
it.

THE BEATEN PATH PAGE 46

DOCUMENTATI
ON IN ISD

TOOLS/METHOD/SOFTW
ARE TO MANAGE THE
DOCUMENTS

THE BEATEN PATH PAGE 47

DOCUMENTATI
ON IN ISD

SERVICE AND SUPPORT
MANAGER SECURITY

The resulting segments of this record Electronic Service Agent device
cover three essential parts of security utilizes a safely scrambled association
as it identifies with Service and with transmit issues and related
Support Manager: bolster records, stock, Performance
Administration information, and
1. Secure information accumulation quality programming information to
and capacity: bolster.
This area portrays how benefit
information and data is gathered and 3. Client information and data
put away on the ISD administration security:
server. This area likewise points of This area portrays how secures the
interest how serviceable equipment private client information, and depicts
issues and related bolster record who has admittance to the private
information, and stock information are data.
safely put away after they are
transmitted to bolster.

2. Secure information transmission:
This segment depicts how utilizes a
safe association with screen,
distinguish, and transmit benefit
information and bolster document
information from observed end-guide
frameworks toward the ISD
administration server. Moreover, this
area portrays how the installed 

THE BEATEN PATH PAGE 48

DOCUMENTATI
ON IN ISD

SECURE DATA
COLLECTION AND

STORAGE

This area depicts the various types of
administration information gathered by
Service and Support Director, and
depicts how information is safely put
away on the ISD administration server.
This area additionally portrays how
bolster proceeds to safely store issues
and related bolster document
information, stock information,
framework announcements, Execution
Management information, and quality
programming information after these
information sorts are receive.