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Published by misz.aqua96, 2019-12-11 08:49:29

E-MAGAZINE IMR

BUSINESS









D E C E M B E R 2 0 1 9
• I S S U E 1 4







EFFECTIVE



CUSTOMER



SERVICE IN


BUSINESS



ORGANIZATION

A PREVIEW OF



BUSINESS


MANAGEMENT







BUSINESS


RECORD





BUSINESS MANAGEMENT



CONTINUITY


PLAN

LETTER





From Editors








“A dream doesn’t become reality through magic, it If you are like us, you hear a lot of gloomy talk about

takes sweat, determination and hard work.” the future of reading, but you don’t quite recognize
yourself in these discussions: books are the reading
Alhamdulillah, thanks to The Almighty,
you care most deeply about, and you doubt that’s
Allah SWT. With His willing giving us
going to change. You love your favourite blogs, but you
the opportunity to completing this e-
also know when to turn off your devices. You read your
magazine task for Business Records
favourite magazines faithfully and if sometimes you
Management (IMR652). Also a large
skip the fiction, it’s not because you think new writing
gratitude for all group members, Nur
is in some sort of in inevitable decline. It’s probably
Fatihah Ahmad Khusairi, Hawa Najwa
because you are what Roberto Bolano called a
Abdul Rashid, Aishah Sakinah Abdul
“desperate” reader, on the lookout for a story that will
Rahman and Siti Nur Shuhada Shuib
speak more directly to your condition.
with all passion and determination for
completing this task. Those attitude Last but not least, thanks a lot again to Mr. Mohammad
will lead us to produce something with Azhan bin Abdul Aziz, “teachers are the builders of
high quality and make us as a winner in society. If teachers were to disappear, society would
the future. Although we have faced crumble the very next day. No other profession has
many challenges and expectations in such a significant impact”;
completing this task, we have
To the group members, “You have filled my life with all
successfully overcome all of it. We glad
the colors of rainbow, there are not enough words to
that this magazines will give values and
describe you in the dictionary. I am so thankful in life
benefits to all reader by encourages
because I got so thoughtful and loving friends. You are
them to learn more about business
truly the best, with you, I don’t need to pretend. Thanks
records management.
o lot my friends!”

And lastly, to our family, “thanks for being our
Also with this opportunity, I would like backbones and support us to continue with the paths
to thanks to our lecturer for this that we’ve choose when we nearly giving up to go
course, Mr. Mohammad Azhan bin through when the problems comes.”
Abdul Aziz for guiding and give

instruction for us on how to do this Thank you.
assignment. We use all the knowledge
that we’ve gained from his class.











i

CONTENTS

















01 A PREVIEW OF BUSINESS


MANAGEMENT





02 BUSINESS RECORDS


MANAGEMENT



03 EFFECTIVE CUSTOMER SERVICE IN



BUSINESS ORGANIZATION







OF 04 BUSINESS CONTINUITY PLAN














E




L



B






TA









ii

EDITOR'S BACKGROUND








* * * * * * * * * * * * * * * * * * * *



A I S H A H R A H M A N
H A W A R A S H I D

















Aishah Rahman is 22 years old, born Hawa Rashid is 23 years old young

in Perlis, Malaysia. A young blogger writer. A famous writer from Pulau
with travel and community Pinang, Malaysia that currently

enthusiast that always find a way to work as a full time editor in
spread a variety of experience she BUSINESS magazine is also an

gains during travelling. accounting expert.

S H U H A D A S H U I B


F A T I H A H K H U S A I R I


















Shuhada Shuib is a 23 years old Fatihah Khusairi is a 23 years old,
young editor born in Kedah, born in Perak, Malaysia. She is a
Malaysia. A talented writer who love young entrepreneur and has been in

to write and give thought to other editorial for 3 years. She loves to
but at the same times give her full write and share her thought about

commitment to her work as business sector
engineer.
iii



types of business
structures


























SOLE PROPRIETORSHIP




ALL PROFITS ARE YOURS TO
THE SOLE (INDIVIDUAL) OWNER, KEEP. BECAUSE YOU ARE
AND FULLY RESPONSIBLE FOR ALL PERSONALLY LIABLE, A CREDITOR
DEBTS AND OBLIGATIONS RELATED CAN MAKE A CLAIM AGAINST

TO THE BUSINESS. YOUR PERSONAL ASSETS AS

WELL AS YOUR BUSINESS ASSETS

IN ORDER TO SATISFY ANY DEBTS.




PARTNERSHIP




a non-incorporated business

that is created between two GENERAL PARTNERSHIP, EACH
PARTNER IS JOINTLY LIABLE
or more people.
FOR THE DEBTS OF THE
PARTNERSHIP.
In a partnership, your LIMITED PARTNERSHIP, A

financial resources are PERSON CAN CONTRIBUTE TO
combined with those of your INVOLVED IN ITS OPERATIONS.
THE BUSINESS WITHOUT BEING
business partner(s), and put A LIMITED LIABILITY

into the business. PARTNERSHIP IS USUALLY

ONLY AVAILABLE TO A GROUP
OF PROFESSIONALS, SUCH AS
YOU AND YOUR PARTNER(S) WOULD LAWYERS, ACCOUNTANTS OR
THEN SHARE IN THE PROFITS OF

THE BUSINESS ACCORDING TO ANY DOCTORS.
LEGAL AGREEMENT YOU HAVE
DRAWN UP.


2

CORPORATION





WHEN YOU INCORPORATE
INCORPORATION CAN BE
DONE AT THE FEDERAL OR YOUR BUSINESS, IT IS
PROVINCIAL/TERRITORIAL CONSIDERED TO BE A

LEVEL. LEGAL ENTITY THAT IS
SEPARATE FROM ITS
SHAREHOLDERS.

AS A SHAREHOLDER OF

A CORPORATION, YOU
ALWAYS WISE TO
WILL NOT BE
SEEK LEGAL ADVICE
PERSONALLY LIABLE
BEFORE
FOR THE DEBTS,
INCORPORATING.
OBLIGATIONS OR ACTS

OF THE CORPORATION.








CO-OPERATIVE




THIS IS THE LEAST
OWNED AND COMMON FORM OF

CONTROLLED BY AN BUSINESS, BUT CAN BE
ASSOCIATION OF APPROPRIATE IN
MEMBERS. SITUATIONS WHERE A

GROUP OF INDIVIDUALS OR
BUSINESSES DECIDE TO

POOL THEIR RESOURCES
IT CAN BE SET UP AS A
AND PROVIDE ACCESS TO
FOR-PROFIT OR AS A
COMMON NEEDS, SUCH AS
NOT-FOR-PROFIT
ORGANIZATION. THE DELIVERY OF
PRODUCTS OR SERVICES,
THE SALE OF PRODUCTS OR

SERVICES, EMPLOYMENT,
AND MORE.




3

B E N E F I T S O F


R E C O R D


M A N A G E M E N T










REDUCE OPERATING EXPENSE

Properly managing your records and

information means that you only retain for a

specific timeframe what you need for


operational, legal, and compliance purposes

and then appropriately dispose of it. This

approach can eliminate the need to buy

additional paper filing equipment and

electronic storage. It can also reduce the cost

of off-site record storage.








LEGAL AND COMPLIANCE

ENHANCE CUSTOMER
Implementing an effective
SERVICE
records management program

A good records management will allow you to identify records
strategy ensures that you don’t that are needed for legal and

retain unneeded information. compliance purposes and ensure

This reduces the amount of
clutter you have to search they are assigned the appropriate

through. Being able to quickly retention periods. This benefits

locate the right information organizations in the event of

allows you to better serve your lawsuits, audits, and
customers. governmental inquiries.






4

ASSIMILATE NEW RECORDS


MANAGEMENT TECHNOLOGIES


Investing in record management software can prove to be helpful

if a company has physical record management system. The new

record management technology can be assimilated with existing
records system to make the system stronger.













EFFECTIVELY RETRIEVE AND DISPOSE


RECORDS

The consequences of spending too much time in searching for misfiled

records can be quite severe and we may not only lose in term of billable

hours but also lose valuable customers. This is why it is important to
invest in a well-designed filling system that can facilitate retrieving

records and disposing records past their end-of-life date.












SAFEGUARD IMPORTANT INFORMATION



Every company, whether public or private, needs a systematic

program for protecting its important records and information
from disaster or theft. Record management system preserves

the integrity and confidentiality of important records and

safeguards as per set of rules. This disallows unauthorized

users from tampering with sensitive and important records.








5

HOW LONG SHOULD YOU KEEP




BUSINESS RECORDS?















HOW LONG DO I NEED


TO KEEP THIS ?







There are rules about how long you
need to keep certain documents and

records on hand - especially things
like tax returns and supporting
documentation, legal contracts and

agreement, medical records and
insurance claims forms and
employment information.The experts

suggest the following framework for
keeping critical documents. These
timeframes apply to records you

create each year.










Keeping your important papers in
order isn’t just an organizational
thing. “Technically, the IRS can go

back at far as they want if they
smell something fishy, so it’s
always recommended to keep
documents - especially if they’re
electronic, since they aren’t taking

up closet space.” says Vincenzo
Villamena, CPA.

6



A field of management responsibility for the efficient and systematic control of the creation,
maintenance, use and disposition of business records. A vital process to achieve the
efficiency and economy as well as to preserve the business records. Business organization
can be defined as any official activity with objective of making profit from sale of goods or
services. On-profit organization such archives, museums, libraries with purpose to provide
society with the educational, social or other services. There is a need to manage and
protect business records as well as to find them when they are needed.


Noor Neelofa Mohd Noor or popularly She received her Bachelor International
1 known as Neelofa is a stunning actress, Trade and Marketing education at Sunway
television presenter and a successful Muslim
University College. With her background in
entrepreneur with over 5.8 million followers business study, she then became involved
on Instagram. She is the face of fashion firm in ventures involving contact lenses,
Naelofar Hijab, her family-owned company. nutritious drinks, and small gigs before
In just a short period, the company has Naelofar Hijab was launched.
become one of Malaysia’s biggest hot-selling
headscarf brands. It’s all about hardworking and
determination
Beauty with brain
Neelofa stated that a big part of her
Neelofa or her full name, Noor Neelofa binti success is by entering the demand market
Mohd Noor was born in Pasir Mas, Kelantan at the right time. It is estimated that
to parents Mohd Noor and Noor Kartini. As Muslim consumers spent billion ringgit on
the third child of nine siblings, she inherits modest clothing and it’s expected this
her mother’s beauty, who has Pakistan and market to account for more than 14% of
Arab blood. She first came to screen when the global fashion market by 2019. Her
she was awarded Miss Teen Malaysia in business started when the market demand
2010/2011. is high and with her hardworking, she
manages to sustain the business till today.






8

9

SUPPORT BETTER



MANAGEMENT






















































































10

11

1. ENTERPRISE 2. REQUIREMENT 3. REQUIREMENT

ANALYSIS PLANNING AND ANALYSIS AND
Focuses on MANAGEMENT DOCUMENTATION
understanding the needs Describes on how to
of the business as a Involves planning the develop and specify
whole, its strategic requirements development requirements in detail to
directions, and process, determining which allow them to be
identifying initiatives requirements are the successfully implemented
that will allow a business highest priority for by a project team.
to meet those strategic implementation and
goals. managing change.
















4. REQUIREMENT 5. SOLUTION 6. REQUIREMENT

COMMUNICATION ASSESSMENT AND ELICITATION
Techniques for ensuring VALIDATION The practice of
that stakeholders have a Describes how the researching and
shared understanding of business analyst can discovering the
the requirement and how verify the correctness of a requirements of a system
they will be proposed solution and from users, customers,
implemented. how to access possible and other stakeholders.
shortcomings in the The practice is also
implementation. sometimes referred to as
"requirement gathering".













12



“HOTEL SERI MALAYSIA”



TOP CHOICE OF HOTEL IN



MALAYSIA






CUSTOMER SERVICE



Customer service is a provision of quality service going beyond the

customer’s expectations or what the customer asked for and deliver the

service efficiently so that the customers are content, loyal and keep

coming. Important of customer service is that builds good customer
relations which are necessary for the success of a business or

organization.





THE HOTEL INDUSTRY IN MALAYSIA
The hotel industry in Malaysia is characterized by increasing price

competition and its accompanying falling gross margins. Given the

mature nature of this industry, coupled with the relatively recent

regional economic crisis of 998 and new fears of terrorism, Malaysian

hotels have been increasingly.




Effective supervision is the answer to ensuring that every


employee is performing to the expected level. This would

in turn lead to the maintenance of the quality of service


that the guests expect. Any deviation from standards or

established norms must be corrected immediately










14

Hotel Seri







Malaysia






Hotel Seri Malaysia Sdn. Bhd. is a company

that was incorporated by he Finance

Ministry on April 5, 1994. In order to


improve the growth of the local tourism

industry, the Government of Malaysia,

through the Ministry of Culture, Art and


Tourism made an allocation of RM100

million to onstruct medium priced hotels





The goal of Hotel Seri The hotel's Standard

Malaysia's chain is to offer Operating Procedures


comfortable, clean and safe should be reviewed and

rooms and additional
constantly communicated
services i.e. self-service to staff. Employee

laundry, convenience stores
training is the first step
and meeting facilities) at a

reasonable price. Each to improve service


room is furnished, equipped quality and employee

with a colour TV, air- efficiency.

conditioner, IDD telephone,

and coffee and tea making

facilities.


15

Dimension of






service quality









RELIABILITY COMPETENCY



Dependable Quaification

Accuracy Professional Training

Performance Skills of providing customer service
are essential in providing quality

customer service

RESPONSIVENESS

Helpfullness COURTESY

Promptness Politeness

Respect
Consideration
TANGIBLE Kindliness

Physical facilities
Equipment

Personnel COMMUNICATION
Communication material
Keeping customer informed and

listening to customers
EMPATHY

Ability to undeerstand other people's feeling & experiences



ASSURANCE

Guarantee and promise to the customers that the service
provider is committed to giving them relevant and reliable

services on time






16

CHALLENGES TO



PROVISION OF QUALITY




CUSTOMER SERVICE













CALIBER OF RECORDS OFFICERS



INADEQUATE STAFF


LACK OF VITAL RECORDS MANAGEMENT


TOOL


RETENTION SCHEDULES


SECURITY & PROTECTION OF ARCHIVES


AND RECORDS


INADEQUATE AND POOR STORAGE SPACE


LACK OF COOPERATION FROM CUSTOMER


17

FACTORS





IMPACTING





CUSTOMER






SERVICE
















CUSTOMER SEGMENTATION
Dividing customers into district group


based on their characteristic



SERVICE STANDARD

Develop a service standard for the


customer



SENSITIZATION WORKSHOP &


ORINTATION PROGRAM
Assist to equip their customers with


necessary skills to capture and manage

records






18



BUSINESS CONTINUITY PLAN







 Business continuity is defined as a
comprehensively managed effort to prioritize key
business processes, identify significant threat to
normal operation.
 It also include plan mitigation (improvement)
strategies to ensure effective and efficient
organizational response to the challenges that Consists of two items:
surface during and after a crisis.  Disaster Recovery Planning
 Therefore, this plan will ensure that all business  Disaster Recovery Operation
records are protected.
 To prevent a disaster from damaging the business
records, organization must first recognize the
potential disasters
 To overcome this problem, organizations need to
have a Recovery Team Responsibilities.
 Recovery Team Responsibilities should have at
least four members with alternates.



 Each members should be

assigned and prepared to
perform one of the following
duties :
 Team Leader : handle overall
management of rescue
operations
 Supervisor for Rescue Team :
assemble, train, and direct
work crews
 Coordinator of Support
Services : assemble supplies
and equipment
 Records Keeper : inventory

control for damage records

















20

Disaster Steps to formulate the plan:


 Identify types of records
recovery  Establish vital records
management program
planning  Identify the risk
 Identify alternative storage
facilities
DEFINITION  Define roles and responsibilities
 Develop a list of contacts
 Defined as an immediate  Prepare a disaster bin
involvement taken by Actions to take:  Draw up an action plan
organization.
 Conduct a survey of records management and maintain a complete file
 Purposely to minimize list. A copy of the file list should be retained or backed up at another
further loses and to location.
begin the process of  Identify records needed to conduct business under emergency
operating conditions.
recovery.
 Identifying the most probable threats that may lead to negative impact
 There are lots of to the organization and minimizing the risk.
activities and programs  Review existing storage facilities and identify if they are secure and will
designed to re-establish reduce loss or damage.
critical business  Establish a group of staff contacts to assist with the restoring also assign
the duties of maintaining the plan so that it is up to date at all times.
functions and stabilize
 Develop a contact list of emergency numbers such as fire, police,
the organization to an
hospitals, properties, security neighboring businesses and trades
acceptable conditions.
people.
 By preparing a recovery  Acquire tools and other supplies to be used in small disasters such as
plan prior to the leaky pipes, small fires. This may include certain tools, gloves, masks,
fire extinguishers and fire blankets.
disaster, staff must be
 Develop a short plan that contains many of the details of the above
able to begin the process
such as numbers both internal and external, and develop a step by step
of effective response
list of actions for staff to follow in case of disaster and circulate the plan
immediately. to every staff in the organization.


































21

Security and Safety







DISASTER



 Ensure safety of the RECOVERY
individual inside.

 Ensure security of the OPERATION
building: fires are out
Disaster Recovery requires proper
and immediate dangers are
operational and technical support to
past. reduce downtime and guarantee
 Review disasters areas that business activities resume
for hidden hazard such as quickly as possible, whenever

shortened motors or disaster occurs. Below are the six
actions that need to be considered
broken electrical wires.
when a disaster occurred;
If water is present shut
off the power and  Security and safety
disconnect any electrical  Stabilizing the environment
appliances. Otherwise,  Assessing the extent of the
damage to records and
there could be a danger
facilities
from electrical hazard.  Rehabilitating storage area
 Avoid standing water and and building
wet carpets that make use  Ongoing protection of the
of electrical equipment records

dangerous.  Resumption of operation
 Install and use temporary
wiring properly.
 Be careful when opening
cabinets or lifting
storage boxes because wet
records are heavy.
 Use face masks and

protective gloves due to
the health hazards caused
by fungal and bacteria
organisms.



22

Stabilizing the
Environment


Steps must be taken to
stabilize the environmental Assessing the Extent of
conditions affecting the the Damage to Records
records;
and Facilities:
 Remove any water in the
area, using mops and  Compile an accident report.
buckets as well as wet dry  Consult available experts
vacuum machines, if about the most appropriate
available. treatments for damaged
records.
 Use air conditioning
systems, fans and
dehumidifiers to clear the
air and keep it circulating.
The air should be Rehabilitating Storage
circulated in the
damaged area to Area and Building:
eliminate any stagnate
 Clean and sterilize stack area
air pockets.
and shelving or other types of
 Reduce the relative storage devices, before
humidity to below 65% returning records.
and the temperature to  Ensure that any chemicals
below 18°C to minimize used to sterilize the stack
the threat that mould and areas are approved by the
mildew will develop. head of the emergency team.
Install thermometers or  Repair or replace shelving
monitors to measure the units or other storage devices
temperature and relative  Inspect shelving and all areas
humidity. Temperature in the facility to ensure they
and humidity should be are completely dry.
monitored constantly.  Ensure that environmental
conditions, including air
 Remove any carpets and
circulation, are stabilized in all
under padding if there
areas, particularly records
have been damaged by
storage areas.
water. These items should
 Ensure also the physical
be stored where they can
structure of the building has
dry out.
been made safe and that the
 Keep lights on at all times necessary support systems
until everything has been and services are fully
dried, to help dry the air operational.
and reduce the chance of  Check that all repairs and
mould growth. services have been carried out
to a satisfactory level.
 Ensure that all security
systems are functioning
properly.



23

Ensuring the Ongoing

Protection of the
Records When the  Determine and analyse the causes
of the emergency or disaster by
Records Were holding post-mortem meetings.
Returned to Storage  Prepare an indicant report or

similar briefing notes for agency
heads on the emergency or

disaster.
 Complete all treatment to records,
 Take precaution actions for the
including drying and cleaning.
future.
When they are completely dry,
 Modify the emergency plan in light
check them for mould and mildew
of any possible improvements or
and if they are clean, return them
changes that have been made or
to storage.
needed to the emergency planning
 Maintain a list of all records
process.
returned to storage areas.
 Ensure that emergency supplies are
 Bring together the list of records
restocked and make any addition
returned with lists of records
as appropriate.
removed during the emergency or
 Establish a program to restore both
disaster, in order to identify any
disaster site and the damaged
missing items and determine their
materials to stable and usable
location.
condition.
 Continue to monitor stack area and
 Determine priorities for restoration
records regularly to ensure there is
work and seek the advice of a
no outbreak of mould and mildew.
conservator as to the best methods
 Take all necessary measures to
and options, and obtain cost
eliminate any mould and mildew
estimates.
that appears. Always remove
 Develop a phased conservation
affected records from the storage
program where large quantities of
area and keep them separately
materials are involved.
until the mould problem is under
 Remove items that are not worth
control.
retaining and replace or re-bind
items that are not justifying special
conservation treatment.
 Contact insurers.
 Clean and re-establish the disaster
file.


Resumption of

Operation





24



REFERENCES




BUSINESS







RECORDS








MANAGEMENT











https://www.patriotsoftware.com/accounting/training/blog/types-of-
business-records-need-track/

https://www.unbc.ca/records-management/why-records-management-

important
https://www.forbes.com/sites/quora/2018/12/18/how-important-is-

customer-service-to-success-in-business/
https://www.investopedia.com/terms/b/business-continuity-

planning.asp

https://smallbusiness.chron.com/five-stages-strategic-management-
process-18785.html

https://businessborderlines.com/business-analyst-knowledge-areas/

http://www.serviceperformance.com/the-5-service-dimensions-all-
customers-care-about/

https://en.wikipedia.org/wiki/A_Guide_to_the_Business_Analysis_Body_

of_Knowledge

BUSINESS RECORD MANAGEMENT (IMR652)
BA242 - BACHELOR OF BUSINESS ADMINISTRATION (HONS.) FINANCE



GROUP ASSIGNMENT
E-MAGAZINE


SUBMISSION DATE: 11th DECEMBER 2019



PREPARE BY:
AISHAH SAKINAH BINTI ABDUL RAHMAN 2018674506

HAWA NAJWA BINTI ABDUL RASHID 2018286622
NOR FATIHAH BINTI AHMAD KHUSAIRI 2018264192
SITI NUR SHUHADA BINTI SHUIB 2018299746



PREPARED FOR:
MR MOHAMMAD AZHAN BIN ABDUL AZIZ



17

RM20


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