IMR652 GROUP 4 ELEK F

IMR652: ASSIGNMENT 2:
E-MAGAZINE

MANAGEMENT

OF BUSINESS

RECORDS

Lecturer: Produced By:
Dr. Nurussobah
Bt Hussin 1. Ahmad Fitri Bin Zulkifle
2. Azimah Binti Zaharin
Group: 3. Batrisyia Raisah Zabha
IMR652 Elek F 4. Intan Nurhazwani Johari
5. Muhammad Hafiz Bin

Ahmad Tarmizi
6. NorHaifa Zulaikha Bt

Mohd Kasimin

Content 1
2
Background of Program 3
Background of Us 33
Article Review
International Policies on 37
Record Management &
Electronic 46
National Policies on 49
Record Management & 50
Electronic
Record Management
Glossary
Reflection

References

PAGE 1 | BACKGROUND OF OUR PROGRAM

IM245

IM 249

PAGE 2 | BACKGROUND OF US

AHMAD FITRI BIN ZULKIFLE

Student from Faculty of Information Content
Management (IM249). Currently in the final
semester in UiTM Puncak Perdana.

INTAN NURHAZWANI JOHARI

Student from Faculty of Information Content
Management (IM245). Currently in the 3rd semester
in UiTM Puncak Perdana.

BATRISYIA RAISAH ZABHA

Student from Faculty of Information Content
Management (IM249). Currently in the final
semester in UiTM Puncak Perdana. Love to read
during leisure time.

AZIMAH BINTI ZAHARIN

Student from Faculty of Information System
Management (IM245). Currently in the 3rd semester
in UiTM Puncak Perdana.

MUHAMMAD HAFIZ BIN
AHMAD TARMIZI

Student from Faculty of Information Content
Management (IM249). Currently in the final
semester in UiTM Puncak Perdana.

NORHAIFA ZULAIKHA BT
MOHD KASIMIN

Student from Faculty of Information System
Management (IM245). Currently in the 5th semester
in UiTM Puncak Perdana.

PAGE 3 | ARTICLE
REVIEW

The purpose of this study

is to determine whether

Customer Relationship

Management (CRM)

plays a role in PT Sun

Star Motor Blitar's

customer loyalty and

brand image. In this

study, it was shown that

Customer Relationship

Management (CRM) can

improve customer

loyalty and enhance the

image of PT. Sun Star

Motor Blitar.

During the current era of

globalization, many

businesses and financial THE ROLE OF CUSTOMER
SERVICE THROUGH CUSTOMER
institutions have
RELATIONSHIP MANAGEMENT
emerged and make (CRM)

moves by grabbing the TO INCREASE CUSTOMER LOYALTY & GOOD IMAGE

opportunities to improve

their businesses by

providing customers with

best services and

products. In order to

ensure that customers

are loyal to the business,

businesses compete

among themselves to

satisfy customers' need,

desire and expectation

towards their businesses.

The aim is to meet the

needs, desires and

expectations of

customers regardless of

changes in customer

tastes and environmental

changes.

Roles are key to how people interact
in groups or organizations to carry
out tasks and responsibilities

Role of
Customer
Service

It is vital for businesses to provide excellent customer service, since it
determines their future. Implementing a CRM (Customer Relationship
Management) is a crucial part of Customer Service's role in creating
customer loyalty. The customer is the most important asset a company
can have because without them it will not be able to survive. For a
company to continue to establish good customer relations, it is
imperative to communicate with customers as effectively as possible.

The goal of customer service is to meet the needs of the consumer
satisfactorily, as well as to receive complaints and to provide value and
high customer satisfaction that can increase loyalty.

Maintaining and building customer What is Customer PAGE 4 | ARTICLE REVIEW
relationships, resulting in high value Relationship
customer satisfaction, to increase
loyalty to the company by four Management?
activities: identify, acquire, retain,
develop. Lou et al. (2019) cite Smith's
theory in defining Customer Relations
as individuals or groups that consume
products and services. Among all the
functions in a company, Customer
Relation is the one that has the most
contact with the outside world.

PAGE 5 | ARTICLE REVIEW

CMuasntaogmeemrenRtelAatciotnivsihtiieps

IDENTIFY
The company must first identify many
things, including who the customer is,
so that the customer service can guide
and direct customers in the proper way
to charge such applications and
explain the desired procedures. The
ability to communicate is part of the
training of customer service staff. It is
for the purpose of gaining more
information for the officer. For customer
service to get valid data about
customers, the customer service
department must use critical
communication techniques to dig
deeper into the data.

RETAIN
To attract large clients, the business
must have a competitive edge, such as
a reward programme. Customer
service is responsible for informing
customers about the incentives they
have earned over the phone. PT. Sun
Star Motor Blitar considers objectives
and rewards such as a birthday
greeting to the customer and religious
holidays to be a sign of appreciation to
consumers who have utilized the
company's products and services.

PAGE 6 | ARTICLE REVIEW

CMuasntaogmeemrenRtelAatciotnivsihtiieps

DEVELOP
An action conducted out by PT. Sun Star
Motor Blitar using technological
improvements as a strategy to increase
customer service quality, namely;
commitment which is; high adaptability
of the company's website, which offers
information about PT. Sun Star Motor
Blitar as well as payment transactions
by Blitar PT Sun Star Motor

ACQUIRE
Acquire specifically customer service
classify customers based on
contributions provided to the business
as such amount of customer spending,
regular purchases, and longevity of
customers.

THE
CONCLUSION JULY 2022

When a business has a positive image in the community, it may be employed
as a survival tool by the business itself. It will increase the business's appeal
and the efficacy of the marketing plan. Businesses with a positive public
image will find it simpler to carry out their operations and excellent from the
initial planning to the execution operations. It can also reduce operational
expenses. In fact, the corporation can avoid a wide range of unexpected
charges. The benefits of a positive brand image make the business's products
or services more appreciated, recognised, trusted, and accepted by
customers.
Overall, the finding of this review indicates that role of customer service is very
important to improve customer loyalty and good image in PT. Sun Star Motor
Blitar. The language used in the article is standard language with simple
words used. The information and content of the article can be used in future
research as the currency of the article was published in 2019. The content are
well-organized and easy to navigate.

PAGE 7 | ARTICLE REVIEW

Article Summary:

A Review of Record
Management in
Organization

Introduction

Records and information plays important roles in every organizations as the
decision that made through the records, either personal or official, are needed in basis
business. In order to have an effective administration, organization or institutions must
have the ability in managing their records, otherwise, it will obstructing the
organization’s process development which can also leads to ineffective and inefficient
service delivery. A good record management able to assists the certain organization to
manage their crucial data and information efficiently, protect them from any legal
actions, and improve organizations’ accountability and brings good governance. It is
an effective storage for storing vital documents and records and information retrieval
tools that guides the particular organizations. Storing information and records are
significant since past few years as it comprises organizations’ most recent and future
management and policy developments. As the technology and system has been
rapidly growing, all of the work along with the work practices has been revolutionized
which cause record and record management’s role significantly changed in the matter
of retrieving information, creating, storing and disseminating information. Thus, an
organization must apply a proper and good record management practices to maintain
their reputations in terms of their business activities, objectives and services. If the
records are managed efficiently, it can use as an instruments to understand their
business activities and it able to provide the organization a good accountability,
transparency, protection as to rights and litigation, reduce the poverty and effective
resources management.

PAGE 8 | ARTICLE REVIEW

DISCUSSION—RECORDS IN ORGANIZATION

Every organizations necessary preserving their legal rights in order to protect itself from
any unwarranted harms or losses. It is critical that they develop methods for their
management to minimize and reduce the risk and effects of inadequate record
management. The specific management strategies will aid in closing the gap between
the capability functions and the business functions, as well as providing superior lower
cost information. Furthermore, an organization should grasp the significance of record
security in order to secure records from computer disasters or natural disasters such as
fire, tornadoes, and earthquakes. If the records are damaged, there is a considerable risk
of loss, and they must confront the difficulties of generating documents to reassure the
public.

According to Sampson (1992), each These records must be regularly
organization has vital, sensitive and valuable monitored and managed by authorized
records as well as information where those personnel. The organization must
records comprises the income, profit, or entrust them with the obligation and
crucial data while as sensitive records ensure that they understand the ethical
referred to the records that not supposed to implications of storing and accessing
be disclosed to any unauthorized individual documents. A diplomatic system of
either within or outside of the organization. record management helps to protect
To put it simply, they must adhere to the certain organization legally. If record are
record management principles of secrecy managed accordance to the right
and confidentiality, as records include retention policy, it will be easier for
sensitive and secret information about a them to respond to litigation or audit
certain organization's business activities. (Taylo, 2000).

PAGE 9 | ARTICLE REVIEW

As a result, organizations must Every activity and decision-making
implement good record management process carried out by the organzation
since it protects them against lawsuit and will be recorded, allowing the
offers proof on which an organization may organizations to use and rely on the
rely. To show regulatory compliance and precise records as vital proof.
boost a company's efficiency, the Nevertheless, the more activities and
organization must have good record decisions made by the organization, the
management. This efficient record more records and document stacking in
management is a useful tool for their offices. Implementing a proper
administrative tasks. It improves the record management will help the
accountability, business continuity, certain organization acknowledge on
compliance, and efficiency of where and how to saves space in their
organizations. A strong record keeping office. First of all, they required to
system is essential in business since it remove each inactive records from
almost guarantees the running of the crowded and busy office and transfer
particular firm. Basically, they will them to specific storage where can
document the decision, actions, ensure the destruction period of the
transaction, and activities of the particular unneeded records. Otherwise,
organization. The concept of record if they still need the records, they can
management contains the systematic transfer the inactive records to the
process of record keeping approaches national archive. Records that transfer
where it will guide the record professional. to the archives able to re-used and
create new knowledge, benefiting to
Record management is professional both individual and organization.
discipline which concerned with the
management of document-based of Record in the organization are kept as
information system. The record of the the evidence of transactions, thus, it
particular organization need to manage need to be managed according to the
systematically and accordance to the retention schedules. Once the retention
record lifecycle which are, creation, period of the records are over, it will be
processing, distribution, maintenance, use authorized for the final disposition
and disposition. The goal of record where it will either be destroy or
management is to improve the efficiency transfer to the national archive for
and efficacy of record keeping by ensuring permanent preservation based on the
that obsolete documents may be valuable information it contains. Some
destroyed systematically. On the other of the record consists more vital and
hand, such valuable documents will be valuable information than others, and
safeguarded and maintained in an the sensitivity of the particular records
acceptable manner, facilitating access and can bring impacts if it disclosed to the
usage. Next, organizations may generate unauthorized parties.
cash and achieve success if they handle
their records efficiently.

PAGE 10 | ARTICLE REVIEW

Therefore, it is unnecessary for the as well as reduce the operating cost. It is
organization to keep the for too long and if requisite for the organization to select a
an organization created a lot of record and cost-effective storage and operating
did not managed those record properly, it records retrieval in certain agencies.
will used a lot of spaces in the offices and Cost reduction has remain as one of the
will cause great implication on the principal basis of systematic record
organizations’ cost and employees. Record management in several organization.
that were managed poorly can brings Record management can reduce both
unpredictable risk as the business records of the operational and incurred cost in
contains vast of credibility information, organization as it allows the
besides, it will cause the record destroy in organization to ensure every employees
inappropriate method. If the record are able to access to the accurate
retained excessively, it will be difficult for information promptly and in cost-
the organization to retrieve the records effective manner.
and eventually will waste the resources as
it fail to create appropriate amount of Additionally, record management plays
records. It implies that it is important for important roles in any businesses. It add
certain organization acknowledge the and increase the value to the
benefits of implementing a good employees’ day-to-day functions in an
management of records, they able to organization and it also minimize the
ensure they are retained and created the risk as well as providing efficient,
right records. effective and transparent process of
business. Organizations might be made
A large organization most likely have a vast aware of the relevance of record
of records and information, hence, they management due to the need for proof
need to have a number of staffs to manage in corporate activities or accounting.
the records in order to handle and operate This record management is used to
the records properly. It is necessary to have maximize an organization's worth,
a record manager at the top of vision to improve performance, and
organization level as this roles are in support for the organization's success. .
leading the staff to keep the records Specifically, records aid in ensuring that
properly and direct them to the work force. a specific organization conducts
To ensure that the organization able to be business in an appropriate and
well-functioning, they must make their systematic manner, consistently
records as central resources. A business delivers flexible services, documents
must trained, encourage and select skilled decisions, results, policies, and
staffs to manage their valuable records. regulations, aids in meeting legal and
According to the article content, it stated regulatory requirements, protects the
that a records should have content, organization in litigation, provides
context and record structures. function in a financially and ethically
Furthermore, the purpose of record and sound manner, protects the
information management allow business organization's employees in terms of
to minimize risk, increase the revenue, interests and rights,

PAGE 11 | ARTICLE REVIEW

and it also provides opportunities for It is extremely beneficial to government
growth. administrations as one of their primary
instruments. Records are essential for
An effective record management system the activities that the organizations’
carried out including, reduce labor
delivers information that is essential for the requirements, ensuring the status and
the next action of the records, and it
organization's operation. It guarantees that provides a sources which are reliable,
and verifiable to be an evidence for the
record management is separated, whether organization.

centralized or decentralized. Records are This article also stated that the
principles and the practices of the
important concepts in the accountability record management had been
developed in order to add prevalent
process because they document information which related to the
activities that characterize works in
organizations' evidence, which modern environment and it requires for
systematic approaches in the
encompasses all transactions and requirements of record keeping. As
modern environment has been
commercial operations in a specific mentioned, it is comprehensible that
the Information Communication
company. Furthermore, good record Technology (ICT) able to facilitates in
effective record keeping. By
management created intellectual control implementing ICT for record keeping, it
able to manage precise and latest
over records as they were entered into the information that are crucial during this
era. Organizations must hire individuals
system. Entering the records into the that are knowledgeable and have
capabilities in ICT, as well as expertise
system allows the organization to quickly using contemporary technologies to
successfully generate, store, and retrieve
and readily locate those documents since information in records. ICT has grown
and provided opportunities for each
they were classified according to the state that has been constructing a
record-keeping system. As their
categorization schemes, filing index, and processes in terms of production,
storage, accessibility, and digital
catalogue. It saves employees time since security are comparable, record
management has a close relationship
they will not have to spend as much time with ICT.

searching for records when they are PAGE 12 | ARTICLE REVIEW

needed. It requires a specialist that

expertize in establishing and maintaining

record management as well as the

effective programme. Employees with the

necessary abilities, concepts, and strategies

are required to achieve the objectives and

carry out the specific activities. As a

company must make decisions and

improve openness and accountability,

proper record management must be

implemented. It can assist them in

managing their business and providing

consistent services to the general public or

their own clients. A firm must practice

appropriate record management since it

allows them to organize their actions in

line with their information and records

ICT and record management are both capable of supporting and protecting businesses'
operations in an acceptable and effective manner.

BENEFITS MAINTAINING EFFECTIVE RECORD THAT HAVE VALUABLE TO
RECORD MANAGEMENT ORGANIZATION

Control records’ creation and Administrative Value: The value of this
growth records able to assists employees
Reduce cost of operation performance in office operation
Enhance business productivity Fiscal Value: The record will be uses an
and efficiency evidence as it conduct business latest
Internalize technologies of record and future financial and it documented
management the organizations fund as well as audit
Ensure regulatory actions tax.
Minimizing the risk of litigation Historical Value: It contain records
Protect crucial information about an organization’s operation and
Supporting decision making direction throughout the years.
improvement Legal Value: It provide records and
Store organizations’ activities evidence about organizations’ business
Promote the business transaction.
professionalism

POOR RECORD MANAGEMENT SYMPTOMS

Insufficient information Took longer time to search an
Unaware of least uses records and information
duplicate it Uses a lot of spaces when storing records
Filing system complexity Poor decision making
Information are out-of-dated Difficulty in controlling the records
Lack of record security system Records are everywhere

QUALITIES OF RECORD

Authenticity: The records supposed to be authentic and have proof of origin
Completeness: All content and context should be recorded and included into the
records
Reliability: Organization able to depend on the particular records as in contains a
precise, and reliable information
Static: Record unable to altered and edited in any way in order to ensure the
evidential value that have been preserved.

PAGE 13 | ARTICLE REVIEW

PAGE 14 | ARTICLE REVIEW

CONCLUSION

In conclusion, record management are crucial in an organization as it helps to
achieve their goals and it can only be successful if the organization implemented an
effective record management. As records are entered into the system, the
organization need to establish a physical and intellectual control. This is to ensure
that the particular organization able to search and locate their records through the
classification schemes. A competent record management must ensure that the
organization satisfies its record keeping standards by ensuring that those records
contain proof of the organization's existence and activities that have been
documented and preserved. It is required for planning, resource management, as
well as basic operations and commercial transactions. Retaining a record is similar
to keeping an organization's memory. If a company is able to offer the right records
at the right time in any business function, it can assure that it is adopting effective
record management. Furthermore, every decision made and problem solved by a
company may be successful if they employ dependable and accurate records. They
can utilize an electronic record system to manage their business activities and
transaction that made during the businesses. To simplify, the rules and regulations
of record management will assists and guide the activities of certain organization as
all their business activities will be recorded, eventually will be uses as an evidence in
the future.

RECOMMENDATION

1. Implementing a disaster recovery plan to prevent and minimize any natural
disaster. This disaster recovery able to recover every documents and reduce the
possibility of record affecting to those disaster.

2. Implementing a records automation in an organization in order to ensure users
able to access to the right records at the right time with the right manner. This
record automation will offers many advantages in term of storing numerous of
records and it also saves a lot time.

3. Provide a sufficient filing system to file the records
4. Provide adequate fund for record management activities
5. Implementing ICT application in an organization for record management

purposes.

Fauget Magazine An Effective Strategy During an
Electronic Health Record Downtime

Business
Continuity

Planning

The lack of an organisational strategic plan for continuing to provide care
during disruptions to Electronic Health Records (EHR) reduces nurses'
confidence in executing their activities successfully and maintaining patient
safety. The goal of this quality improvement project was to assess the impact
of an Electronic Health Records EHR downtime preparedness plan on nurses'
confidence and knowledge of available resources. The results indicate that
utilising tabletop exercises to model outage circumstances enhanced nurses'
confidence and understanding of resources during downtime.

AUTHOR BIOGRAPHY

DR. KELLI S. ROUSH
Dr. Kelli S. Roush is a Clinical Assistant
Professor for the Indiana University School
of Nursing. She works as a supplemental
Clinical Educator for Indiana University
Health Indy Suburban Region. In her
education role, she oversaw new nurse and
patient care assistant onboarding along
with student nurse professional
development programs. She served as a
Magnet Program Coordinator and gained
insight as an organizational leader and
program management.

PAGE 15 | ARTICLE REVIEW

ANGELA OPSAHL,DNP,RN,CPHQ, This article is focused on the
Angela Opsahl, DNP, RN, CPHQ, is an assistant implementation of the
dean and associate professor of nursing. She
teaches undergraduate courses at Indiana business continuity plan
University School of Nursing Bloomington towards the Electronic
(IUSON BL). As a current Honors Coordinator
for IUSON BL, she enjoys mentoring students Health Record (EHR) in order
at all levels of education and finds it to be one to support the quality care
of the most rewarding aspects of teaching. during the downtime
sessions. The lack of an
KAREN PARKER, PHD, RN
Karen Parker, PhD, RN, is Assistant Professor at organizational strategic plan
the University of Southern Indiana in to continue delivering care
Evansville. during disruptions to
electronic health records
JACQUELINE DAVIS,MBA,CBCP, (EHR) undermines nurses'
Jacqueline Davis, MBA, CBCP, is Improvement
Leader at Indiana University Health in confidence in their ability to
Indianap who are motivated and driven conduct nursing activities
professional with broad experiences that have
given way to strong project management, properly and ensures patient
analytical, process improvement and people safety.
management skills

The target audience of this article should be
the nurses and also the one who handles the
business continuity plan. This article can be
used by nurses to establish a meaningful
usage of the electronic health record (EHR),
which was mandated to improve health care
delivery and safe patient care.

PAGE 16 | ARTICLE REVIEW

PAGE 17 | ARTICLE REVIEW

An evaluation of the effect of The essay is written in English,
downtime training on nurses' which may be readily
confidence in downtime comprehended by those who are
procedure implementation and reading it due to the author's
resource knowledge required to choice of language. In addition to
prevent significant difficulties that, the author utilizes several
during downtime. concepts that are simple to grasp.
The same may be said about the
The goal of this quality terminology pertaining to business
improvement study was to and records that are discussed in
determine the impact of a the article.
downtime readiness strategy for
electronic health records. REFERENCES GIVEN

To incorporate new technologies The author gave about 14
as well as evidence-based references and mostly the
recommendations for best references are from the recent
practices into the workflow of the research.
nurses.

During the downtime of the
electronic health record (EHR), the
implementation of the business
continuity plan (BCP) helps the
provision of excellent care.

A business continuity plan (BCP) is a
document that consists of the critical
information an organization needs to
continue operating during an unplanned
event.

PAGE 18 | ARTICLE REVIEW

In the article, various pictures are
included to help illustrate the data.
These illustrations include a table, a
graph, and also a flowchart to
represent the result that was
generated by the visualization. The
results that are presented in a visual
representation are much simpler to
comprehend, and the illustration
serves as a far more effective
representation than the text format
does. When compared to simply
reading the result in the paragraph, I
believe that the data presented in a
visualization manner helps the reader
understand the conclusion more
quickly and readily.

The pre- and post-surveys that the coordination and communication of
participants completed both featured orders and results with doctors and
questions on the nurses' confidence, ancillary departments, and increasing
the resources that were available, and staff that will be required for the
the problems that they faced while additional time to document and
providing safe patient care during a backfill information into the
downtime event. Following that, an Electronic Health Record (EHR) as
open-comment question was posed system access returns. 31 (62 %) of the
to participants, asking for their approximately 50 nurses who worked
thoughts on how future training for on the medical-surgical units
Electronic Health Record (EHR) participated and were divided into
downtime should be improved to two groups. Overall, 97% of the
address the difficulties that were participants were female, with 55%
found during the downtime. The use working the night shift. This EHR
of thematic content analysis resulted downtime instructional effort was
in the identification of three themes: critical in assisting nurse leaders and
keeping track of paper forms, preparing institutions for downtime
incidents.

Roush, K., Opsahl, A., Parker, K., & Davis, J. (2021).

Business Continuity Planning: An Effective Strategy

During an Electronic Health Record Downtime. Nurse

Leader, 19(5), 525–531.

https://doi.org/10.1016/j.mnl.2021.01.003

Downtime protocols were embedded This project's findings indicate that
through training drills after using this the Business Continuity Plan (BCP)
instructional technique. Because the and tabletop exercises significantly
initiative was restricted to one boosted nurses' confidence in their
company, the study's findings may performance as well as nurses'
not be totally generalizable. understanding of critical resources in
Monitoring, teaching, and supporting the case of an Electronic Health
nurses throughout their educational Record (EHR) outage. Applying
training is critical for long-term Lewin's Change Theory to this sort of
success. Maintaining new downtime circumstance, together with the PDSA
readiness practises necessitates cycle implementation, may assist
nursing leaders soliciting input on a nursing leaders in deciding on
frequent basis, recognising team resource allocation and sustaining
accomplishments, and continually readiness protocols. Downtime is
assessing for improvement potential. inescapable with the usage of
Electronic Health Record (EHR), and
The BCP should be reviewed and as nurse leaders go farther into the
tested at least once a year to see if any twenty-first century, having a
modifications are required and to preparation strategy will be crucial to
keep team members informed of any avoiding interruptions in treatment.
prospective adjustments. According
to the findings of this research, the
Business Continuity Plan and tabletop
exercises significantly boosted nurses'
confidence in their performance as
well as nurses' understanding of
critical resources in the case of an
Electronic Health Record outage.

PAGE 19 | ARTICLE REVIEW

BUSINESS
CONTINUITY
PLAN:

EXAMINING OF MULTI-
USABLE FRAMEWORK

Written by
Silmie Vidiya Fani, Apol Pribadi Subriadiy

According to the Business Continuity Plan (BCP) framework is a
results of the analysis, set of instructions for developing business
the framework must continuity plans that avoid, prepare, respond,
be modified by adding manage, and recover from any disruption.
or removing certain Many firms are unaware of the importance of
BCP to their business continuity. Organizations
tasks and aspects, prioritise their primary objective (profitability
such as budgeting. and market expansion) over business stability.
This enhancement Regarding organisation understanding of
seeks to produce a business continuity, many organisations are
aware of interruptions, but are unaware of BCP
more thoroughly preparation. This study is a continuation of prior
tested framework that research, which proposed a detailed approach
may be used as future encompassing all components and activities.
However, this framework's testing of empirical
guidance. studies still has flaws. This research seeks to
evaluate the framework's applicability to
various types of organisations.

Four scenarios have been used to test
the framework: banking, two service

companies, and manufacturing.

PAGE 20 | ARTICLE REVIEW

What is Business Continuity
Plan?

Business continuity is a method for businesses to anticipate and overcome
disruptions, so reducing the risk of loss and allowing business activities to
continue. According to Venclova & Urbancova (2013), business continuity is
the endeavour to ensure that important business functions are available to
customers, suppliers, and other entities so that the entity may access its

functions inside an organisation if a risk occurs.

BCP is a strategy for responding to The BCP life cycle includes
emergencies and resuming business evaluations and objective setting,
operations. BCP enables the company identification of essential processes,
to restore to normal conditions in the business impact analysis, and
event of an interruption. Company continuity response methods, as
continuity planning ensures that well as monitoring, testing, and
personnel, assets, and business improvement of these areas.
processes can recover rapidly from
disruptions.

In addition, it was one of the most There was no clear standard or
essential components of the rehabilitation methodology for creating a BCP
approach. The organisation must until today. Several procedures are
establish a business continuity plan (BCP) accommodated by some standard's
in order to identify the potential effects on general explanation. Due to the
its operations. BCP is a plan for preventing absence of BCP advice, the prior
and mitigating operational interruption research provided a BCP framework
risks. for guidance.

BCP includes procedures to preserve " The organization must establish
business continuity before, during, and a business continuity plan (BCP)
after interruptions occur. BCP is intended in order to identify the potential
to limit risk, reduce the impact of risk, and effects on its operations. ”
guarantee that the firm continues to run
regularly.

BCP Framework

PAGE 21 | ARTICLE REVIEW

The BCP framework was derived from The BCP framework is reportedly
the NERD standard used by electricity a framework with multiple
providers. It is possible to implement applications. The framework was
the framework at three companies, tested on four types of companies
however some activities must be to demonstrate its validity. The
modified. utilisation of four case studies was
intended to demonstrate if the
In manufacturing organisations, 12 actions framework could be applied to a
are performed with modification and 5 are variety of case study categories.
not executed. The result of this All businesses have implemented
implementation is a BCP document; IT to assist business activities and
implementation-specific details would not processes.
be published in this section.
BCP framework needed
The corporation has decided to several improvements to
conduct disruption impact analysis
activities first in order to use the results accommodate the
as a benchmark when selecting organization in
business process and IT precedence. In
industrial organisations, the element of implementing the BCP
risk analysis undergoes a change in framework. Budgeting
activity. Because risks are specifically was another item needed
based on IT assets, changes arise. to strengthen the system,
as budgeting is crucial
Based on the investigation, BCP framework when a business decides

required various modifications to meet the to deploy BCP.

organization's BCP framework -Silmie Vidiya Fani-

implementation. Budgeting was another PAGE 22 | ARTICLE REVIEW

item needed to strengthen the system, as

budgeting is crucial when a business

decides to deploy BCP.

Business The business continuity plan
Continuity allows an organization to plan
Plan its business continuity for the

long term.......

This study demonstrates that an organization's awareness of BCP is
crucial, as seen by its adoption. Simultaneously, it demands

preparation of management support, employee competence,
finances, and time. Therefore, budgets can be introduced to future
studies to assist its implementation throughout the organisation.

BCP.

Lack of knowledge about BCP in an organization can increase the occurrence of a
failure in implementation. Lack of BCP knowledge in an organization can increase
the occurrence of a failure in implementation. Knowledge about BCP will guide
when starting planning that fits the needs of the organization. Management plays
an important role that includes all tasks and functions related to company initiatives,
financing, policies, etc. Another factor that influences BCP implementation is the
cost factor. Previous research explained that costs are a factor that influences the
success of BCP implementation

Business Continuity Planning (BCP) is essential for the organisation. The business
continuity plan enables an organisation to plan for long-term company
continuation. It demonstrates that organisations without BCP have a low chance of
survival. It is essential to emphasise that the BCP framework must include items that
must be included in the BCP. In this instance, the implementation of BCP
underwent a change in activity. Due to a distinct understanding of case studies,
activities change. On the basis of its application in four case studies, the framework
is applicable in general. It may conclude that the BCP framework has multiple
applications.

This study proves that every
organization has ways and
changes in the application of

BCP.

PAGE 23 | ARTICLE REVIEW

The Silmie Vidiya Fani et al.
Conclusion Procedia Computer Science (2019)
275-282

Overall, the finding of this review indicates that all elements contained in the
framework can be carried out, but some changes in activities need to be
carried out to adjust to the conditions of the organization. This study shows
that an understanding of BCP is very important for the organization, it would
be seen during implementation. At the same time, it requires preparation of
support from both management, staff capability, costs, and time.

Therefore, for future research, budgeting can be added in order to facilitate the
company in its implementation. This study's shortcoming is that the BCP
framework has not yet been applied. In the future, this framework will be
tested in organizations, and the findings will indicate whether or not the BCP
framework is appropriate for all sorts of businesses.

The language used in the article is standard language with simple words used.
The information and content of the article can be used in future research as
the currency of the article was published in 2019. The content are well-
organized and easy to navigate.

Silmie Vidiya Fani, A. P. (2019). Business Continuity Plan: Examining of
Multi-Usable Framework. Procedia Computer Science, 275–282.





PAGE 24 | ARTICLE REVIEW

BUSINESS PROCESS MANAGEMENT JUNE, 2022
Shah Alam, Selangor

What is Business Process ScienceDirecl
Management? By Andrea Gažová, Zuzana
A structured approach to improving the
processes organizations use to get work Papulová, Dávid Smolka
done, serve their customers and 24 , 2022
generate business value. A business
process is an activity or set of activities Development of BPM
that helps accomplish an organization's BPM is currently regarded as a
goals, such as increasing profits or methodology that promises effective
promoting workforce diversity. BPM uses business management. BPM is built on the
various methods to improve a business idea of combining activities into processes,
process by analyzing it, modeling how it as opposed to traditional functional
works in different scenarios, management, which is founded on
implementing changes, monitoring the functions and the division of labour.
new process and continuously improving However, the concept of encouraging a
its ability to drive desired business process approach and way of thinking in
outcomes and results. management is not wholly new. The
business process reengineering (BPR)
My Favorite Quotation approach was first publicised in the 1980s
(BPR). Process orientation in corporate
“Management must speak with one management was underlined by Nordsieck
voice. When it doesn’t management as early as the 1930s and again in 1972.
itself becomes a peripheral opponent to However, BPM began to be introduced into
the team’s mission.” business practice later after publications of
works dealing with the process approach,
such as: Gaitanides, Scheer, Davenport, as
well as Hammer, and Hammer and
Champy.

PAGE 25 | ARTICLE REVIEW

BPM and implementation of
Industry 4.0 technologies

The theory of BPM was developed based on three
different areas which are business management,
quality management and IT management. BPM is
strongly connected to development of software
solutions and IT support for the application of BPM.
IT solutions enable the understanding of the whole
company as a system through a graphical
representation of processes using several modeling
tools and models in interconnection. One of the
prerequisites for the successful application of BPM is
the understanding of business processes and their
design in form of process models. Process models on
the other hand can be used to implement IT to
support the management of all business activities,
from operations management, controlling,
document management system to supply chain
management.

The art of construction is what architecture is
widely believed to be. In order to visualise "how
the firm is constructed" from a managerial
perspective and with the aid of information and
communication technologies, IT solutions to
support the BPM application are developed.
Enterprise architecture is a descriptive
framework with goals, business processes,
roles, and software applications that explains
how information and technology support
company operations. Effective corporate design
makes it easier to adapt to changing
circumstances.

PAGE 26 | ARTICLE REVIEW

PAGE 27 | ARTICLE REVIEW

GB-uyGlVlReUeTSioadhnroFgrigoinmagvimenieeermrirJfaaMasreAs,ixraat.UR,ysnS.,odAn

Why Business Process Davenport and Short
Management?
"Thinking about
The article discuss about the Business information technology
Process Management that are relate to
public sector management. The benefits of should be in terms of
business process management are well how its supports new or
known, and it has gotten a lot of attention
in the literature on industrial engineering redesigned business
and management. processes, and business

The Process management process processes and process
approach involves: improvements should be

Documenting the process to obtain an considered in terms of
understanding of how work flows the capabilities that
through the process.
The assignment of process ownership in information technology
order to establish managerial can provide".
accountability.
Managing the process to optimize some
measures of process performance.

PAGE 28 | ARTICLE REVIEW

Public managers are unsure of how to put
business process management concepts into
practice. Therefore, public organizations
should reorganize to accommodate business
process management process and also
create new enterprise systems aligned with
business process management methodology
that can be used by many people.

Furthermore, the article also analyses these
concerns and comes to the conclusion that in
order to successfully integrate business
process management concepts, public
companies will need to drastically alter both
their organizational structures and enterprise
systems.

Last but not least, this topic also goes into
some length on two of the factors that give
public companies an incentive to use
business process management approaches
as well as the advantages of public sector
process management.

“Eventually
everything connects

- people, ideas,
objects. The quality
of the connections is
the key to quality per

se.”



-Charles Eames

CARRITTIICSLME

Based from the title and content of this From the article, the authors
article, it can be conclude that this try to review about a variety of
article intended for the reading of process related to business
people that expertise in record process through chain's figure.
management field and it is a sensible Chart of High-Level Function
reading for people from other public View that focus about the
sector obviously suits well for people hypothetical organization is too
that interested in business scope. small to read and difficult to
read. But, the information still
Language is the words an author utilizes can be understood.
and what affect they have. For this
situation the impact of the creator's Next, the , they also pointed out
language makes the social affairs of
individuals feels that the business the issues about the
process management is an interesting
field to learn. For a few people that not maintaining the command and
conversant in English it was somewhat
troublesome with creator's language. control hierarchical

management structure and

expect the process

management to be efficient

and effective operation.

PAGE 29 | ARTICLE REVIEW

A references is the last page of an The authors have a few objective
article paper that has been they want to achieve from this
composed in APA style. It records paper. The goals that can be
every one of the sources that understand from this article;
utilized as a part of this article, so
peruses can without much of a To make people to understand
stretch find what writer's referred
to. and learn about process

There are 17 references joined by management of business.
the creator. The references will
bolster the data in the article. To increase the effectiveness

and efficiency achieved from

restructuring the organization

along cross-functional

processes.

To explain the benefits of

public sector process

management.

To focus in some of detail on

two of the reasons that public

organizations have incentive

to implement business

process management

methodologies.

“Business
opportunities are like
buses, there’s always
another one coming.”



- Richard Branson

PAGE 30 | ARTICLE
REVIEW

In this article, there were 5 figure to help
readers understand deeply about the
information. Representations are particularly
helpful in article, hypothetical, chain diagram,
relationship chain and pictures are utilized to
pass on complex ideas. Precise visual portrayal
is essential for passing on messages that can't
be satisfactorily communicated by words alone.

There are few findings that that have been
found in this article which is a process
orientation for implementing the law. The
finding from the article revealed that the using
business processes to manage is all or nothing. It is impossible to maintain a
hierarchical management system of command and control and expect
process management to work. Similarly, you cannot expect process
management to function successfully and efficiently with "stovepiped"
information systems.

Therefore, a process mandate without a process management structure
pushing the public sector process management. When process management
is added on top of a hierarchical command and control management system,
it does not function very effectively. The research literature contains

documentation of this. Besides, properly aligned and inteSgUraGteGd EsySstTeImOsN. aSlso

mentioned in the article using all figures that provide a model for extracting
information from a sequence of stand-alone systems and presenting that
information to a senior or regional executive.

Furthermore, the findings also reveal that the culture of processes in
organizations that try to implement business process management without
realigning their information systems won't fully benefit from what process
management may offer. These firms are unable to respond to customers
promptly, and management lacks the necessary information to make
informed decisions. However, these are only the obvious findings.

PAGE 31 | ARTICLE REVIEW

PAGE 32 | ARTICLE REVIEW

The authors suggest that it is important to people to
such as students or business beginner to learn and
understand this scope to improve and develop the
knowledge and skills. Business process management
are well known that has gotten a lot of attention in the
literature on private sector management. The
management literature for the public sector has been
far less developed, and what has been written has been
highly generic.
However, the author also said that will be a good effort
to guide organization and provides process
management of business to all people. Hopefully, the
author was more optimistic about the public
organizations being able to meet their legal mandate.

Gulledge, T., & Sommer, R. (2002). Business process
management: public sector implications. Business Process
Management Journal, 8(4), 364-376. doi:
10.1108/14637150210435017

RECORDS MANAGEMENT & POLICIES
ELECTRONIC

Modules focused on records MoReq2010 (Modular Requirements
functionality in individual for Records Systems)
industries might potentially be on
the way. MoReq2010 seeks to The most recent European requirement
specify the minimum specification for electronic records
requirements for a single management systems is called
application to manage its records MoReq2010. The DLM Forum, a group of
as well as the common set of core public archives and other parties
services that are shared by many interested in archives, records, and
different types of records systems, information management across the
whereas MoReq2 specifies for a European Union, developed the
single record system that will MoReq2010 standard with assistance
encompass all the records an from the European Commission. It
organization creates. expands on MoReq2 to provide a more
flexible and scalable set of specifications
for an electronic records management
system that may be used by all kinds of
organizations in the public and
commercial sectors. In 2011, the Core
Services and Plug-in Modules were
released, and currently being built are
additional modules that deal with
particular kinds of record formats.

PAGE 33

PAGE 34

POLICIES

BS 10008:2014 Evidential weight and legal
admissibility of electronic information.
Specification

BS 10008 specifies the requirements for The standard covers policies,
the implementation and operation of
electronic information management security, procedures,
systems, encompassing data processing
and the exchange of data between technology requirements
computers and electronic storage. It
addresses issues relating to the and the auditability of
authenticity and integrity of records,
which will help organisations to meet electronic document
standards of legal admissibility. The
standard also covers the process of management (EDM)
electronic identity verification, including
electronic signatures and electronic systems.
copyright. It provides best practice
guidelines, which will help organisations "The entrepreneur always
manage electronic information and data searches for change, responds
security over time and through
technology changes. to it, and exploits it as an
opportunity".



- Peter Drucker

Records Management & Electronic

International Policies

Standards and Requirements
for Electronic Records
Management

The ISO 30300 series standards apply to
management systems for records (MSR). A MSR
is a management system used to direct and
control how records are managed within an
organization at a strategic level. The standards
are aimed at any organization which wants to
implement and maintain a MSR to support its
business.

ISO 15489 Records
Management

ISO 15489 is the international standard for The Standard applies to records
records management. It derives from the regardless of structure or form, in all types
Australian Standard AS 4390: 1996 and was of business and technological
published in two parts in 2001. The standard environments, and over time.
applies to the management of records in all It includes core concepts and principles
formats and provides a framework for for:
organizations establishing a records
management system or auditing existing records, records systems and
policies and procedures. Other standards metadata for records;
for electronic records management policies, assigned responsibilities,
reference it. monitoring and training supporting the
effective management of records;
This first Part of ISO 15489 sits at the heart of a number recurrent analysis of business context
of International Standards and Technical Reports that and the identification of records
provide further guidance and instruction on the requirements;
concepts, techniques and practices for creating, processes for creating, capturing and
capturing and managing records. This includes managing records.
subsequent Part/s to ISO 15489 currently under
development, which will provide implementation advice PAGE 35
on managing records, to complement the existing suite of
guidance.

ISO 30300 Management ISO 23081-1:2006 Metadata for

Systems for Records - records - Part 1: Principles

Fundamentals and Vocabulary ISO 23081 provides a guide to understanding,
implementing and using the metadata needed to
They set out the objectives for using a MSR manage records within the framework of ISO
and describe a process approach, specifying 15489. It focuses on the relevance of records
roles for senior management. The standards management metadata to business processes.
do not alter the operational records The standard establishes a framework for defining
management processes defined in ISO 15489, metadata elements and provides guidance on
but upgrade the approach that senior conducting a self-assessment on records
management should take to the management metadata in relation to the creation, capture and
of records at a policy and risk assessment level control of records.
by managing procedures and technology,
conducting routine audits and utilising It does not define a mandatory set of records
continual improvement processes. management metadata, but instead assesses the
main existing metadata sets (including Dublin Core,
The ISO 30300 series standards apply to ISAD(G) EAD, ISAAR) against the requirements of
management systems for records (MSR). A MSR is a ISO 15489 and considers their ability to support
management system used to direct and control how business and records management processes.
records are managed within an organization at a
strategic level. The standards are aimed at any
organization which wants to implement and
maintain a MSR to support its business.

Records Management & Electronic

International Policies

PAGE 36

Records Management & Electronic

National
Policies

National Policies contain statements MALAYSIA STANDARD
that comprises with national principles
and course of action by national MS 2223-2:2009; Information
government in performing a particular and Documentation – Record
objectives. It is compulsory for Malaysia Management – PART 2:
to have a standard or policies regarding Guidelines
the management of record and electronic
records in order to assists the government and maintained as an evidence as well as
and the records staffs managing the information by an organization or
records. Thus, Malaysia have established individual in the execution of legal
a MS ISO which developed through the obligation or transaction of business. It
agreement of committees that includes also stated that Record Management
the representative of users, procedures, define as field of management which are
consumers that have interests on the responsible for the efficient and
subject. It received approval of a standard systematic control of record lifecycle that
as Malaysian Standard (MS) which includes creation, receipt, maintenance,
governed by the Standard of Malaysia Act use and disposition of records as well as
1996. the process of capturing and maintaining
the evidence of organization or
According to MS 2223-1:2009, Records individual’s business activities along with
is information which created received the transactions. As modern advancement
has rapidly growing, the management of
records has developed as well. Most of the
records nowadays has been digitalize, this
kind of records are known as electronic
records.

Page 37

Record Management Process; MS 2223-2:2009; Information and
Documentation – Record Management – PART 2: Guidelines

Based on MS 2223-2:2009, electronic system which supports the capture of records must be
configured in order to bring out the completion of metadata fields or generate metadata.
When records are convert to digitization format, the metadata of the records are greater
than paper-based records. In this section, it will address about the process of the record
management. This processes should be understood in every parts of record system,
especially electronic record systems. In MS 2223-2:2009, it stated that record management
consists eight (8) processes. Following are the short description of each processes.

01. CAPTURE 02. REGISTRATION

The process of determining either the In capture section, it has mention that the
records should be made or kept are known process of capturing electronic record
as capturing process. Organization should system are similar to registration. In the
decide which documents they want to standard of MS 2223-2:2009, it has
capture and make decision on who able to elaborate that the purpose of registration is
access to those documents as well as to provide evidence of a record that has
deciding the time records need to be been created and captured in record
retained. According to the Malaysia system. This registration comprises a brief
Standard, the process of capturing paper- descriptive information about the
based system and electronic system are particular record in a register and it
quite different. For paper-based system, assigned the record a unique identifier.
the document need to be placed according Registration is the formalize method to
to the chronological sequence within a file capture the record into the record system
or folder that consists the title. It will where record able to registered more than
impose control on which files and created one level of group within the record
and the title of the files. The capturing system. The registration of paper-based,
process of electronic record system are computerized system and electronic record
more deliberate, and it is similar to system are different. The paper-based
registration. This system need to capture system will register normally in a separate
the records as well as the metadata that record, registration on computerized
linked to the record. The metadata system can be made by comprising the
includes, records description of the content combination of data elements while as the
and context of business activities, process of registration in electronic record
representation of action the particular system need to include the classification as
records able to be fixed, records able to well as the decision of disposition and
retrieved and rendered. accessible status.

Page 38

Metadata in Registration are specifies by The complexity of organization
the following: structure
The risk of criticality for rate and
·Assigned unique identifier from the precision in control and record retrieval
system The deployed technology
·Registration time and date
·A title or brief description 04. ACCESS AND SECURITY
Author, sender or recipient CLASSIFICATION

03. CLASSIFICATION Organization must assigned right and
authorization to access the classification
The process of identifying the activities such as the security and accessing
categorization of business activities and classification schemes. It can be assigned
grouping the generated records are through the consultation within the
known as Classification. In this process, particular business that the records belong
they need classify files in proper way with to. They can restricted for certain period in
appropriate description, control, links order to ensure that records monitoring
and determination of disposition and and controlling mechanism are not
accessible status. In the section of 4.2.2 enforced more than it requested. According
within MS 2223-2:2009, the business to MS2223-2:2009, following are the
activities need to be analyze by information of records that need protect:
identifying as well as analyzing the goals
and strategies, function of organization The privacy and personal information
which support the activities of the goals The intellectual property right and
and strategies, organizations’ activities to confidentiality
initiate the functions, the work processes, The property security
the initiated progress to implement the The state security
activities, transaction made on each The legal and professional privileges
progress, the group of recurring
transaction in every activities, and 04. IDENTIFICATION OF DISPOSITION
existing records of the organization. This STATUS
classification process also involves
vocabulary control and indexing. Levels Record system, especially electronic record
of classification and classification process
entry point relied on the following system, identify the disposition status and
factors:
retention period through the capture and
The organization’s accountability
The business nature registration process. It connected to the
The organization’s size
activity-based classification and

computerized it as a part of system design.

Page 39

The process of identifying disposition 07. USE AND TRACKING
status comprises the following:
In an organization, we need to the records
Identify the business activities as well of the transaction as they were captured by
as the transaction which have been the system to be part of the metadata. It
documented by the record can affected to the access and the
Locate the record and business disposition status. The record usage which
transaction in the right records over were tracked within the record system is to
the disposition authority measures the security for an organization.
Allocate the particular retention This is to ensure that only authorized staffs
period and identify the disposition and users able to perform certain tasks for
action those records. Moreover, the process of
Record the retention period and controlling the accessibility and record
disposition action that will be taken in usage are depends on the business and
future via the record system records they have created. System tracking
Determine the period time of retaining is a system for monitor the use and
the metadata regarding the records movement of record range, from physical
which been sent to the record center or recording system to bar-coding technology
archives or have been destroyed and finally to electronic record systems,
which they able to view the record that has
06. STORAGE been automatically captured.

Based on MS222-2:2009, the factors Managing the use of record comprises the
selecting storage and handling records following:
are important. Following are the factors
selecting storage and handling records: Identify the users of record system
which connected to the individual or
1. Volume and growth rate of records: any position within the organization
2. Use of records Identify the accessibility and record
3. Records security and confidential security status
Analyze the authorization rights for
needs those external people of the
4. Physical characteristic organization
5. Record use for retrieval purposes Ensure that only authorized individual
6.Options for relative cost of record with appropriate classification or
security right able to access to the
storage records
7. .Access organization’s needs Track the record movement

Page 40

Ensure the usage of records are recorded according to the appropriate level of
information
Review the current and still applicable record access classification

08. IMPLEMENTATION

OF DISPOSITION

Records that have similar disposition dates and actions need to be identify through
the record system. In this process, MS 2223-2:2009 stated that there are three (3)
actions for the disposition which are continuing retention, physical destruction or
transfer the custody of the records.

Continuing Retention: Transfer Record’s Custody:
Some of the records contains evidence
Based on Malaysia Standards 2009, and crucial information about an
organization where this information
record that were removed from are valuable for future generation.
Therefore, according to MS 2223-
immediate physical business 2:2009, this record custody can either
be transfer to the other organization
environment need continuing which responsible for the records,
transfer outsourced or contractor
responsibility for computerizing the organization, transfer to storage
facility or transfer to an archive for
further disposition action that has been permanent storage.

decided by the organization. Record that Page 41

were identified as continuing retention

need to be keep and store in proper

environment for the long-term

preservation

Physical Destruction:
Physical destruction is an action which
destroyed the unneeded records. This
destruction will be undertaken by the
other party which have been assigned to
the task. For electronic records, it will
destroyed those records by reformatting
and rewrite the records if the particular
record have a reformatting that cannot
be reversed. This is because the delete
instruction on electronic record system
are not sufficient and ensuring enough
to destroyed all data in the system.

Page 42

Records Management & Electronic NATIONAL POLICIES

National
Policies

MALAYSIA STANDARD

MS 2223-1:2009; Information
and Documentation – Records
Management – PART 1: General

(ISO 15489-1:2001, IDT)

This Malaysian Standard is identical with ISO ISO/TR 15489-2 provides further
15489-1:2001, Information and documentation explanation and implementation
- Records management - Part 1: General, options for achieving the outcomes
published by the International Organization for of this International Standard. It also
Standardization (ISO). includes a bibliography.

The standardization of records management 1. SCOPE
policies and procedures ensures that
appropriate attention and protection is given to This part of ISO 15489 provides
all records, and that the evidence and guidance on managing records1) of
information they contain can be retrieved more originating organizations, public or
efficiently and effectively, using standard private, for internal and external clients.
practices and procedures. This part of ISO All the elements outlined in this part of
15489 was developed in response to consensus ISO 15489 are recommended to ensure
among participating ISO member countries to that adequate records are created,
standardize international best practice in captured and managed.
records management using the Australian
Standards AS 4390, Records management as
its starting point.

This International Standard is accompanied by
a Technical Report (ISO/TR 15489-2) that is
recommended for use with it.

Copyright 2009
DEPARTMENT OF STANDARDS MALAYSIA

Page 43

NATIONAL POLICIES This part of ISO 15489 ; 3. BENEFITS OF RECORDS
applies to the management of records, in all
formats or media, created or received by any MANAGEMENT
public or private organization in the conduct of
its activities, or any individual with a duty to Records management governs the practice
create and maintain records,  both of records managers and of any person
provides guidance on determining the who creates or uses records in the course of
responsibilities of organizations for records and their business activities. Records
records policies, procedures, systems and management in an organization includes :
processes,
provides guidance on records management in setting policies and standards,
support of a quality process framework to assigning responsibilities and
comply with ISO 9001 and ISO 14001, authorities,
provides guidance on the design and establishing and promulgating
implementation of a records system, but  does procedures and guidelines,
not include the management of archival records providing a range of services relating to
within archival institutions. the management and use of records,

This part of ISO 15489 is intended for use by ; Records contain information that is a
managers of organizations,  valuable resource and an important
records, information and technology business asset. A systematic approach to the
management professionals, management of records is essential for
all other personnel in organizations, and  organizations and society to protect and
other individuals with a duty to create and preserve records as evidence of actions.
maintain records. Records enable organizations to:

2. NORMATIVE REFERENCES conduct business in an orderly, efficient
and accountable manner, 
The following normative documents contain deliver services in a consistent and
provisions which, through reference in this text, equitable manner,
constitute provisions of this part of ISO 15489. For provide continuity in the event of a
dated references, subsequent amendments to, or disaster
revisions of, any of these publications do not apply. establish business, personal and cultural
identity,
ISO 5127:—2), Information and documentation — maintain corporate, personal or
Vocabulary ISO 9001, Quality management collective memory.
systems — Requirements ISO 14001, Environmental
management systems — Specification with
guidance for use

Copyright 2009
DEPARTMENT OF STANDARDS MALAYSIA

Copyright 2009 Page 44
DEPARTMENT OF
STANDARDS MALAYSIA

4. REGULATORY ENVIRONMENT Organizations should define and document a NATIONAL POLICIES
policy for records management. The objective of
All organizations need to identify the the policy should be the creation and
regulatory environment that affects their management of authentic, reliable and useable
activities and requirements to document their records, capable of supporting business
activities. The policies and procedures of functions and activities for as long as they are
organizations should reflect the application of required. Organizations should ensure that the
the regulatory environment to their business policy is communicated and implemented at all
processes. An organization should provide levels in the organization. The policy should be
adequate evidence of its compliance with the derived from an analysis of business activities. It
regulatory environment in the records of its should define the areas where legislation,
activities. regulations, other standards and best practices
The regulatory environment consists of : have the greatest application in the creation of
records connected to business activities
mandatory standards of practice
voluntary codes of conduct and ethics Record management responsibilities and
voluntary codes of best practice authorities should be defined and assigned, and
statute and case laws, and regulations promulgated throughout the organization so
governing the sector-specific and general that, where a specific need to create and capture
business environment, including laws and records is identified, it should be clear who is
regulations relating specifically to records, responsible for taking the necessary action.
archives, access, privacy, evidence, These responsibilities should be assigned to all
electronic commerce, data protection and employees of the organization. Such
information responsibilities should include statements such
as the following ;

Records management professionals are
responsible for all aspects of records
management

5. POLICY AND RESPONSIBILITIES

An organization seeking to conform to this part
of ISO 15489 should establish, document,
maintain and promulgate policies, procedures
and practices for records management to
ensure that its business need for evidence,
accountability and information about its
activities is met

NATIONAL POLICIESPage 45 7. RECORD SYSTEMS
CHARACTERISTICS
6. CHARACTERISTICS OF A
RECORD RELIABILITY
Any system deployed to manage records
A record should correctly reflect what was should be capable of continuous and regular
communicated or decided or what action was taken. operation in accordance with responsible
It should be able to support the needs of the procedures. A records system should:
business to which it relates and be used for
accountability purposes. a) routinely capture all records within the
As well as the content, the record should contain, or scope of the business activities it covers
be persistently linked to, or associated with, the b) protect the records from unauthorized
metadata necessary to document a transaction, alteration or disposition,
c) provide ready access to all relevant
AUTHENTICITY records and related metadata.
An authentic record is one that can be proven
a) to be what it purports to be, INTEGRITY
b) to have been created or sent by the person Control measures such as access
purported to have created or sent it, and monitoring, user verification, authorized
c) to have been created or sent at the time destruction and security should be
purported. implemented to prevent unauthorized
access, destruction, alteration or removal of
RELIABILITY records. These controls may reside within a
A reliable record is one whose contents can be records system or be external to the specific
trusted as a full and accurate representation of the system. For electronic records, the
transactions, activities or facts to which they attest organization may need to prove that any
and can be depended upon in the course of system malfunction, upgrade or regular
subsequent transactions or activities. maintenance does not affect the records'
integrity.
INTEGRITY
The integrity of a record refers to its being complete COMPLIANCE
and unaltered. It is necessary that a record be Records systems should be managed in
protected against unauthorized alteration. compliance with all requirements arising
from current business, the regulatory
USEABILITY environment and community expectations
A useable record is one that can be located, in which the organization operates.
retrieved, presented and interpreted. It should
be capable of subsequent presentation as COMPREHENSIVE
directly connected to the business activity or Records systems should manage records
transaction that produced it. resulting from the complete range of
business activities for the organization, or
section of the organization, in which they
operate.

SYSTEMATIC
Records should be created, maintained and
managed systematically. Records creation
and maintenance practices should be
systematized through the design and
operation of both records systems and
business systems.

RM
GLOSSARY

RECORDS

MANAGEMENT

GLOSSARY

JULY 2022

Records Management Glossary July 2022

Active Records
Records which are used in an office at least once per month.

Administrative Value
The usefulness of records to the office of origin for
carrying out its day-to-day activities.

Appraisal
The evaluation of records to determine their value
and proper disposition.

Confidential Record
Any business record containing sensitive information.

Document
Recorded information regardless of form or medium.

Electronic Record
A record that contains machine-readable, as
opposed to human-readable, information.

Evidential Value
The usefulness of records as the primary or legal
evidence of an organization’s authority, functions,
operations, transactions, and basic decisions and
procedures.

Filing
The process of sorting and arranging, classifying or
categorizing, and storing records so that they may
be retrieved rapidly when needed.

Historical Value
The usefulness of records for historical research
concerning an organization’s functions and
development, or for information about persons,
places, or events.

PAGE 47

Records Management Glossary July 2022

Inactive Record
A record no longer needed to conduct current business but preserved
until it meets the end of its retention period.

Legal Value
The usefulness of records to contain evidence of
legally enforceable rights or obligations of the
government or private persons.

Retention Period
The length of time an office must keep particular
records. This is usually expressed in terms of years,
months, days and may be contingent upon an event or
specification.

Transfer
The movement of records from one custodian to
another. Usually moving records from active or
semi-active office files to off-site storage or to the
Archives

Vital Records
Records that are fundamental to the functioning of
an organization and necessary to continue
operations without delay under abnormal
circumstances.

PAGE 48