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