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Chief Editor’s Note Creating an interesting, informative, and easy-to-read magazine article is something that every publication needs to know, regardless of their specific themes and topics. Usually, a magazine article can discuss about latest topics and themes regarding record management. Nonetheless, all of these magazine articles need to abide by the principle of writing the latest events in order to make the readers interested with the recent events. Our magazine focus on the record keeping management or data keeping in business activity. This is to ensure the continuity of a business entity or a cooperation throughout their activities. Editor-in-Chief GEORGE GINDAM ANAK VINCENT BAGINDA BIZ-INSIDER BIZ-INSIDER 2
C O NTENTS 2 Chief Editor's Note 4 Board of Directors 9 Record keeping in Public Sector 11 Record Keeping in Private Sector 13 E-RECORD MANAGEMENT IN MALAYSIA 17 Develop Customer Service 18 Benefits of Having Good Customer Service In An Organization 19 Process Of Dealing With Customers 22 The Importance of Record Lifecycle in An Organization 23 Risk of Record Keeping 24 The Regulatory Requirement of Record Keeping 27 THE ESSENTIALITY OF BUSINESS CONTINUITY PLAN 28 How Business Continuity Plan Important For Record Keeping 29 Planning of Disaster Recovery 31 How to Operate The Recovery Planning 33 References BIZ-INSIDER 26 BUSINESS CONTINUITY PLAN 16 RECORD MANAGEMENT FOR CUSTOMER SERVICE 8 RECORD MANAGEMENT BY SECTORS Photo by Canva BIZ-INSIDER 3 21 THE IMPORTANCE OF RECORD KEEPING
Writer Editor Robin BOARD OF EDITORS B I Z - I N S I D E R Working with Biz-Insider was a great journey in my life. As a writer editor in organization, I can express my credibility, creativity and sincerity while work with the team. This also opportunity for us to spread a information to readers. ROBIN ANAK JANTAI BIZ-INSIDER 4
Sub Editor Ferdinand BOARD OF EDITORS Will never stop providing the best content related to record management in a magazine. It is my commitment and the entire E-Biz Magazine team to always provide the latest and most substantive content on the local and international business scene because we believe our readers deserve the best. FERDINAND ANAK COLUMBUS SIDI BIZ-INSIDER 5 B I Z - I N S I D E R
Designer Editor Puteri BOARD OF EDITORS Working together with the team is an amazing in my career as designer editor. This magazine gives me opportunity to spread my ability, experience and knowledge to this organization. PURERI NORFAZERA BINTI BAHARUDIN BIZ-INSIDER 6 B I Z - I N S I D E R
VACANCY JOB To be responsible for the operational day-to-day management of the information Management Service. Ensuring that the council's record management policies are compliant with the Lord Chancellor's Codes of Practices MAIN PURPOSE OF POST: [email protected] [email protected] Send Us Your Resume: More Information: APPLY NOW RECORD MANAGER
B Y G E O R G E G I N D A M A N A K V I N C E N T B A G I N D A | 8 RECORD MANAGEMENT BY SECTORS PHOTO BY CANVA
RECORD KEEPING IN PUBLIC SECTOR To address the importance of having a good record keeping especially within the public sector and the act of record keeping as a strategic resource. This article also touch on the purpose of records, Life-Cycle, archives management and archives care. A records are created by all sorts of people and institutions. Individuals, families, businesses, associations and groups, political parties and governments all create and use records every day. Records created by government agencies or other institutions within the public sector are usually specifically designated as public records. the management of the record are governed by legislation. The responsibility of the management of the record is primary towards the government. In particular, if the record is needed for the administration of government services. In addition, if there is any inquiries for a record that is being kept safe privately, they must consider the level of confidential of the record. All in all, the one that is responsibly for the record keeping must adhere to principles of access and codes of ethics laid down. Life-Cycle Concept: The effective management of records throughout their life cycle is a key issue in Government reform. Without it, vast quantities of inactive records fill up the government office space. Such a situation undermines the accountability of the state and endangers the rights of the citizen. Phases of the Life Cycle Records Current Phase: Records are regularly used in the conduct of current business and are maintained in their place of origin or in the file store of an associated records office or registry. Semi-current Phase: Records are used infrequently, in the conduct of current business and are maintained in a records centre. Non-current Phase: Records are no longer used for the conduct of current business and are destroyed unless they have a continuing value for other purposes, which merits their preservation as archives in an archival institution. By George Gindam B I Z - I N S I D E R BIZ-INSIDER 9 PHOTO BY CANVA
The archival institution may be sustained by public funds so that archival materials shall be preserved and used by a wide variety of researchers. The next step in managing archives is to ensure they are available for public use, either by members of the government or corporation or by citizens or others wishing to do research. The archival institution should have a plan for acquiring archives from its sponsored agency. It should be able to determine the quantity and nature of the record or data to be transferred each year so that it can be allocated appropriately and the resources can be managed properly. Archives must be transferred according to disposal schedules. Preparing archival materials for transfer and accessioning involves a series of procedures, which are performed either by the archives staff or by the records office or which or whom that is appropriate. The one that is responsible to handle the disposal or transfer it to archival institutions of the record is the job of the records centre staff. No records are destroyed without written and specific authority, based on procedures laid down in the ruling legislation. The archival institution may also have authority to acquire archives from sources other than its creating agency. The plan for acquiring such materials should be drawn up as part of the overall programmes of the archival institution. The plan should specify what materials are covered, and it should include a time frame for surveying and appraising this material. "Archives must be acquired according to documented procedures, arranged and described following established principles and then made available for public use." BIZ-INSIDER 10 PHOTO BY CANVA
RECORD KEEPING IN PRIVATE SECTOR Storage space for record keeping is important in a small or large organization. This is due to the fact that all of the records, data or document has its own value especially on the organization financial performance. The storage space or storage facilities that has been prepared to stored the records are metal cabinet. Disposal and disposition of records is an essentials part of the record lifecycle. Added on the fact, they must allocate and assigned a disposal schedule to execute a record disposal. If there was a failure in the allocation and management of disposal schedule for the record, it could affect the management of the organization. If an organization failed in disposal of record they will have no room for new record. In the case of the record that is related to the law or legality it is kept in a special cabinet to facilitate search work if the auditors come to audit. It will also be reviewed again whether it is still relevant to be used during the year or to be used in the future. Guidelines for Retention Schedule and Recordkeeping Biz-Insider To address the importance of having record keeping in private sector for organization activity and performance. It will also highlight the efficiency and effectiveness of record keeping. It also studied the storage, retention and discarding of records in private sector. PHOTO BY CANVA BIZ-INSIDER 11
BIZ-INSIDER 12 People are ignoring the existence of the record keeping field and the importance it holds in organization. If an organization have a records manager, archivist or document controller in their organization, it will smooth out the organization activity. According to Margaret (2006), competency standards are different that they focus on the workplace performance of people. They identify the level of competence required by individuals to carrying out particular tasks in the workplace inside the organization. According to McLeod and Hare (2009), they revealed that records took on huge importance as carriers of the continuation of the organization and a unique resource in improving effectiveness and efficiency of business operations. Association of Records Manager and Archivist Korea (2014) estimated approximately 90% of organization use only one professional record keeper. However, the main point is that employees see their key job is to make valuations, transfers, and disposal of records only. The Importance Of Record Keeping In Private Sector BIZ-INSIDER PHOTO BY CANVA PHOTO BY CANVA
E-RECORD MANAGEMENT IN MALAYSIA BIZ-INSIDER 13 The Malaysia government introduce an Electronic Government initiative in 1997 which is called e-Government. It purpose is to enhanced accessibility for public and businesses. Nowadays, E-record has become mandatory for Malaysia government. All in all, it was reported that not all department in the government possess E-records. Some are not yet complete, clear or simple to use. It is difficult to establish the E-record because there are lack of awareness between the staff, Lacked of qualified staff to handle record, lacked of guidance and they are lacked in training to use the services. Good governance depends on the application of record management, either it is applying the conventional way or the e-government way. Based on the findings in the article, E-record management could help the public delivery services. Next, the positive impact of E-record system has been demonstrated in a number of public agencies. E-record could result in the reduction of time in completing transactions, reduced costs associated with the public to interact with government and also improve government ability to deliver service to huge segment of population. PHOTO BY CANVA
The National Archives Act 2003 mandated that organizations should be responsible for current records management and the organization has the leading role in governing the management of electronic records from creation till disposition. The destruction of public records (paper or electronic records) is prohibited and nobody should destroy any record without the approval or written of consent from the National Archives Malaysia (NAM) Director General. It should be compulsory for records management system to be audited to control over the creation and organization of records, as the most important record keeping function. E-RECORD MANAGEMENT IN MALAYSIA SOLUTION 02. BIZ-INSIDER 14 All Photo by Canva
POSITION AVAILABLE: [email protected] VISIT: https://nssfug.org/opportuniti es/careers REGISTRY AND RECORDS MANAGER Send Your Resume At: For More Information: JOB DESCRIPTION: The Jobholder will be responsible for overseeing the Fund's physical and electronic records management finction. WE ARE HIRING! APPLY NOW
RECORD MANAGEMENT FOR CUSTOMER SERVICE B Y R O B I N A N A K J A N T A I | 1 6 photos by Canva
BIZ-INSIDER 17 Developing customer service involves creating systems and processes for effectively handling customer inquiries, complaints, and requests. It also involves training customer service staff to provide high-quality service and support to customers. According Edvardsson, Thomasson and Ovretveit (1994) advanced the existence of an organization and business as a result of customers. Without customers, there is no business. The rationale is that there must be an all-encompassing and genuine service culture in the organization. There are a few key steps for developing customer service for an organization to improve or gain their service to run their business smoothly. Second Determine your customer service channels. How will customers be able to contact you for support? Will you offer phone, email, and live chat support, or just one or two of these options? Set up a customer service system. This might involve creating a customer service database to track inquiries and complaints or setting up an automated system for routing customer requests to the appropriate team or individual. Last but not least is train your customer service staff. For example, providing excellent customer service requires more than just technical knowledge. It also involves soft skills like empathy, active listening, and problem-solving. Make sure your customer service staff has the necessary skills to effectively support customers. Finally, monitor and measure your customer service. Regularly track metrics like response time, resolution rate, and customer satisfaction to understand how your customer service is performing and identify areas for improvement. First, an organization needs to define its customer service goals. For example, what do you want to achieve through your customer service efforts? Do you want to improve customer satisfaction, reduce the number of customer complaints, or increase customer loyalty? Develop Customer Service written by Robin Jantai
Positive word-of-mouth. Customers who receive good service are more likely to tell their friends and family about their positive experience, which can lead to increased business. This can be especially valuable for organizations that rely on word-of-mouth referrals for new customers. Next is increased loyalty, customers who receive good service are more likely to be loyal to the business and less likely to switch to a competitor. This is especially important for organizations that deal with record management, as customers may have significant investments in their records and may not want to go through the hassle of transferring them to a different provider. By having a good customer service, an organization can improved reputation: A business with a reputation for good customer service is more likely to attract new customers and to retain its existing customer base. This is especially important for organizations that deal with record management, as customers may be more likely to choose a provider with a strong reputation for customer service. Lastly can increase sales. Customers who are satisfied with the service they receive are more likely to make additional purchases and to spend more money with the business. This can be especially valuable for organizations that offer a range of record-related services and products. There are several benefits to having good customer service in an organization that deals with record management. Some of the main benefits include: Increased customer satisfaction: Customers who receive good service are more likely to be satisfied with their overall experience and are more likely to return to the business in the future. This is especially important for organizations that deal with record management, as customers may have ongoing needs for record-related services. BIZ-INSIDER 18 Benefits of Having Good Customer Service In An Organization written by Robin Jantai | photos by Canva
Customer complaining behavior and its management are areas of great importance for businesses, especially where organizations are increasingly recognizing the value of pursuing long-term relationships with customers. Dealing with a customer can be a challenging task. Here is a suggested process for dealing with customer issues related to record management. First and foremost, need to listen to the customer's concerns. This is the first step in dealing with any customer issue is to listen carefully to what the customer has to say. Take the time to fully understand their concerns and the specific issues they are facing. Next, gather any relevant information that may be necessary to understand the issue and find a resolution. This may include reviewing customer records, consulting with colleagues, or accessing other relevant resources. Identify the root cause of the issue. Once you have a clear understanding of the customer's issue, try to identify the root cause of the problem. Is it an issue with the customer's records, or is it a problem with the record management system? Offer a solution. Based on the root cause of the issue, offer a solution to the customer. If the problem is with the customer's records, consider offering to update or correct them. If the problem is with the record management system, consider offering to troubleshoot the issue or to provide training or support to help the customer use the system more effectively. Follow up. After addressing the customer's concerns, it is important to follow up to ensure that the issue has been resolved to their satisfaction. This can be as simple as checking in with them via email or phone to see if they have any further questions or concerns. Document the conversation. It is important to document the conversation with the customer, including any actions taken and any agreements made. This will help to ensure that there is a clear record of the issue and its resolution, which can be useful for future reference. By following these steps, you can effectively deal with customer issues related to record management and help to resolve them in a satisfactory manner. BIZ-INSIDER 19 Process Of Dealing With Customers written by Robin Jantai | photos by Canva
CUSTOMER SERVICE, COMMUNICATION, RECORDS AND MAIL MANAGEMENT WORKSHOP Executive Assistance Mail Room Officers Records Officer Admin Officers Secretaries OPEN TO: For more information, kindly email us on [email protected] or call 082-251 152 30 JANUARY 2023 Pullman Hotel, Kuching, Sarawak.
THE IMPORTANCE OF RECORD KEEPING B Y F E R D I N A N D | 2 1
The steps that each record must go through and be handled during its existence are referred to as the records lifecycle. The three main stages of a record's lifespan are creation or reception, distribution and use, and disposition. The three stages of a record's lifespan phase have five phases, and each phase has its own regulations and processes. The idea that certain records keep their value for a longer duration than others and that the value of data constantly changes throughout time is the foundation of the lifespan. The steps that each record must go through and be handled during its existence are referred to as the records lifecycle. The three main stages of a record's lifespan are creation or reception, distribution and use, and disposition. The three stages of a record's lifespan phase have five phases, and each phase has its own regulations and processes. The idea that certain records keep their value for a longer duration than others and that the value of data constantly changes throughout time is the foundation of the lifespan. As we know, all businesses run in every country will have big or small businesses. In every business, there will also be its own pattern in a row and easy to predict by a series of subsequent stages. According to the article released by H. Robert Dodge and John E. Robbins, even though the fact that some organizational life cycle models have been presented, they all have a similar overall structure. The importance of record lifecycle in an organization Often, small businesses frequently run into environmental issues when they relocate. They need to solve these concerns if they want to keep growing. Based on the record released by Dawitt in 1983 shows that the issue could not be successfully remedied. 81 percent of small enterprises collapse within ten years and 55 percent of small businesses start within five years. In 1989 (U.S. Small Business Administration 1990, 17) issued statements totaling 49,719 and 62,449 business failures and bankruptcies. To completely comprehend small businesses' developmental process and the sorts of aid required for their survival and growth, it is evident that a further understanding of how small firms change and the significant challenges faced in various life cycle stages is required. Life cycle phases have been employed as a contingency variable to research the modifications required for the small company' planning and performance (Lindsay and Rue 1980, Robinson, et al. 1984). Churchill and Lewis (1983) conceptualized the stages of development of the small business life cycle and the major problems faced by management. Unfortunately, no empirical evidence was found relating the major problems encountered in each stage and the overall development of the growth of the small business. As a consequence, this article explores the assertion that the primary difficulties that a small business encounters differ depending on where they are in the organizational life cycle. That is why the record lifecycle is important in an organization. Without records management projects would never be cost-effective, and their administration would be inefficient. BIZ-INSIDER 22 written by Ferdinand | photos by Canva
Record keeping is a fundamental stage in keeping a record of monetary business transactions. Record keeping aids in maintaining control of spending in order to decrease expenditure. As usual, everything has its own risks. The same goes for record keeping. The risks that often occur in record keeping are improper utilization of time and space. When records are not properly organized, numerous hours of time may be wasted searching through cluttered file cabinets. Employees will lose productivity and time while they look for misfiled or misplaced data. Secondly, disrupted flow of information. Records, whether physical or digital, are the backbones of any effective organization. Failure to keep adequate records jeopardizes the smooth flow of information and communication within an organization. Thirdly, risk of losing customers trust and loss of reputation. Only with the minor mistake that we do, it can give an impact of losing customer and loss reputation. Fourthly, loss of knowledge and mishandling information. If their loss of knowledge we will automatically mishandling and this will make an advantage to the competitor get the job. Lastly, missing to meeting compliance. Failure to comply with record-keeping requirements results in inquiries, penalties, legal proceedings, and the loss of many things. If this risk cannot be avoided, it will result in lost time and resources, a violation of confidentiality and reputational harm. In addition, there may be legal action and loss of valuable information BIZ-INSIDER 23 Risk of record keeping written by Ferdinand | photos by Canva
Record keeping the action of arranging and keeping all paperwork, files, invoices, and other items related to the activities of a firm or organization. Under the record keeping, there are several steps in a business record keeping system. First step is capture the Information. "capture" is the most difficult stage, but it is also the most crucial aspect of the process. Keep track of everything you spend on your business and everything you make. Don't think about doing anything with the information at this moment. Simply get into the habit of collecting it. Make certain that everything you record contains a description of the item, the value, and the date. Secondly, check to make sure the Information Is complete and correct. Spend time checking over everything you've captured and trying to make sure everything is ready for recording. Thirdly, record the information to save It. Making a record entails placing your data in a readable manner. Fill up a spreadsheet with all of the information. Make a note of everything so you can go over it later. Steps business record keeping system written by Ferdinand | photos by Canva BIZ-INSIDER 24 Fourthly, consolidate and review the Information. After recording your information each month, print out and include a comparison with the same report information from the previous month with each report. Pay attention to particular information contained in the reports. Lastly, act based on what you know. If everything appears to be in order, "act" might be doing nothing. At times, it may imply making a change. Create trigger points where the information forces you to take action.
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BUSINESS CONTINUITY PLAN B Y P U T E R I N O R F A Z E R A B I N T I B A H A R U D I N | 2 6
THE ESSENTIALITY OF BUSINESS CONTINUITY PLAN written by puteri norfazera | photos by Canva Business continuity is an organization's ability to maintain essential functions during and after a disaster. Business continuity planning establishes risk management processes and procedures aimed at preventing disruptions to mission-critical services and restoring full operation of the organization as quickly as possible. and smooth as possible. The primary requirement for business continuity is to keep key functions running during a disaster and to restore them with as little downtime as possible. The business continuity plan takes into account various unpredictable events such as natural disasters, fires, epidemics, cyber attacks and other external threats. In a time when downtime is unacceptable, business continuity is essential. Downtime comes from a variety of sources. Some threats, such as cyber attacks and extreme weather conditions, appear to be escalating. It's important to have a business continuity plan that accounts for potential business disruptions. BIZ-INSIDER 27 B I Z - I N S I D E R
How Business Continuity Plan Important For Record Keeping written by puteri norfazera | photo by Canva Business Continuity Plan outlines a range of disaster scenarios and the steps the business will take in any particular scenario to return to regular trade. BCP's are written ahead of time and can also include precautions to be put in place. Business continuity is a proactive method of ensuring business-critical operations continue during an outage. A comprehensive plan includes contact information, steps on what to do when faced with a variety of incidents, and guidance on when the document should be used. To withstand these many threats and thrive, an organization need to realize that they must do more than build a reliable infrastructure that supports growth and protects data. Organizations need to develop comprehensive business continuity plans that can keep their business running. In doing so, it helps in protecting data, protecting brand, and retaining customers' informations. In a nutshell, an existing business continuity plan can minimize downtime and provide lasting improvements in business continuity when all the records of their can be retain in order to avoid any enterprise management crisis. BIZ-INSIDER 28 B I Z - I N S I D E R
BIZ-INSIDER 29 P L A N N I N G O F D I S A S T E R R E C O V E R Y A disaster recovery plan (DRP), disaster recovery implementation plan, or IT disaster recovery plan is a policy or proprietary process designed to help an organization execute recovery processes in response to a Emergency help to protect the company's IT infrastructure. and generally promote recovery. The purpose of a disaster recovery plan is to establish consistent actions to take before, during, and after a natural or man-made disaster so that the entire team can take those actions. A disaster recovery plan should account for both intentional man-made disasters, such as those caused by terrorism or hacking, and unintentional ones, such as equipment failure. By Puteri Norfazera Photo by Canva B I Z - I N S I D E R
photo by Canva According to Wikipedia, planning for disaster recovery and information technology developed in the mid to late 1970s as computer center managers began to recognize the dependence of their organizations on their computer systems. BIZ-INSIDER 30
BIZ-INSIDER 31 Disaster recovery requires adequate technical and operational support to reduce downtime and ensure operations resume as quickly as possible when a disaster strikes. KEEP THE SECURITY & SAFETY STABILIZE THE ENVIRONMENT written by Puteri Norfazera photo by Canva ASSESS THE DAMAGE DOCUMENTS TO RECORDS & FACILITIES REHABILITE THE STORAGE AREA & BUILDING ENSURE THE RECORD KEEP PROTECTED RESUME THE WHOLE OPERATION B I Z - I N S I D E R
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REFERENCES Songan, P., Loh, E. Othman, A. E. A. (2016). Developing Effective Customer Service Employees through Action Re-search: A Malaysian Local Authority Experience. Journal of Cognitive Sciences and Human Development, 2(1), 61-75. BIZ-INSIDER 33 Cook, S. (2017). Measuring customer service effectiveness. Routledge. Bell, S. J, Luddington, J. A. (2006). Coping with customer complaints. Journal of service research, 8(3), 221-233. Yaacob, R. A., & Mapong Sabai, R. (2011). Electronic records management in Malaysia: a case study in one government agency. Taharudin, N. S., & Izhar, T. A. T. (2018). A Study on Record Management Implementation in Private Sector: Analysis on Competency, Storage and Retention. International Journal of Academic Research in Business and Social Sciences, 8(6), 882-897. Taharudin, N. S., & Izhar, T. A. T. (2018). Current Development on in Private Sector: Keeping or Discarding Records. International Journal of Academic Research in Business and Social Sciences, 8(6). Millar, L. (1999). The management of public sector records: principles and context. International Records Management Trust; International Council on Archives. Ashok Kumar. (2020). Business continuity plan. South Asian Journal of Engineering and Technology, 10(2), 1–4 Fabeil, N. F., Pazim, K. H., & Langgat, J. (2020). The impact of covid-19 pandemic crisis on micro-enterprises: Entrepreneurs’ perspective on business continuity and recovery strategy. Journal of Economics and Business, 3(2) Snedaker, S. (2007). Business continuity/disaster recovery plan development. Business Continuity and Disaster Recovery Planning for IT Professionals, 293– 330
BIZ-INSIDER 34 Dodge, H. R., & Robbins, J. E. (1992). An empirical investigation of the organizational life cycle. Journal of small business management, 30(1), 27. Vaults, K. (2021) 5 risks of poor record keeping, Kayman Vaults. Available at: https://kaymanvaults.com/5-risks-of-poor-record-keeping/. Murray, J. (2021) Time to get organized: A business record keeping system that works, The Balance. The Balance. Available at: https://www.thebalancemoney.com/business-record-keeping-system-397850.