Emagazine IMR652

IMR 652

TABLE OF CONTENT EDITORS' 02
BACKGROUND 05
10
CHAP 1 :
MANAGING 15
BUSINESS RECORD
IN MALAYSIA 21
28
CHAP 2 : A 33
RECORDS AS
STRATEGIC
BUSINESS
RESOURCES

CHAP 3 : RECORDS
MANAGEMENT
PROCESS IN
BUSINESS
ORGANIZATION

CHAP 4 : PLAN
BUSINESS
CONTINUITY

CHAP 5 :
EFFECTIVE
CUSTOMER
SERVICE

REFERENCES

Page 1

EDITORS' BACKGROUND

NUR IZZLEEN FARIHAH NUR

AISYAH BT IZHAR ATIKAH BT

ID : 2021461388 FASHARUDDIN
Age : 21 Years
Email Address : ID : 2021809784
Age : 21 Years
[email protected] Email Address :
Editors

[email protected]
Editors

NURBATRISYIA WIDAD HUWAIDA

BUSSAINA BT BT MAT AKHIR

MOHAMAD SUKRI ID : 2021461538
Age : 21 Years
ID : 2021870958 Email Address :
Age : 21 Years
Email Address : [email protected]
Editors
[email protected]
Editors

NUR AIN BT Page 2

ABAS

ID : 2021485828
Age : 20 Years
Email Address :

[email protected]
Editors





CHAPTER 1

THE SIGNIFICANCE OF RECORDS MANAGEMENT IS NOT WIDELY UNDERSTOOD OR
ACKNOWLEDGED BY THE MAJORITY OF MALAYSIAN BUSINESSES.

BY : NUR IZZLEEN AISYAH

INTRODUCTION

Throughout the world, all organizations,

whether large or small, public or private,

have one thing in common: each

produces records and information.

Information is one of the world’s most

important resources. It is needed daily to

solve problems and make decisions One of the core concepts of records

affecting the future. What people management is the life cycle concept,

accomplish in organizations depends in which appropriate records

upon the information they possess. management controls are applied to

Except for non-documentary the records, during the stages of their

information, business information is creation, distribution and use, storage

transmitted between and disseminated and maintenance, retention and

among persons and organizations in the disposition, and archival preservation.

form of records. One of the essential (Extracted from Information and

characteristics of a record is its value. records management: document-

Most records are of temporary value: based information systems, Mary

that is, like most organizational assets, Robek, Gerald Brown and David

their value for business purposes tends Stephens, 1996, Chapter 1).To be

to decline as time passes and, at some effective, records need to be managed.

point, they become useless and may be Records management is the

discarded. To be effective, records need application of systematic and scientific

to be managed. Records management controls to recorded information

is the application of systematic and required in the operation of an

scientific controls to recorded organization’s business. Organizations

information required in the operation of achieve the benefits of records

an organization’s business. management by establishing formally

Organizations achieve the benefits of organized records management

records management by establishing programs. One of the core concepts of

formally organized records records management is the life cycle

management programs. concept, in which appropriate records .




Page 5

- management controls are applied to

the records, during the stages of their

creation, distribution and use, storage

and maintenance, retention and

disposition, and archival preservation.

As the government of Malaysia is striving

towards the establishment of a well-

informed and knowledgeable society,

organizations are expected to have their

information organized effectively. The

number of laws and regulations currently

in force in Malaysia should be sufficient

to alert businesses to their responsibilities

for their records, but their effectiveness is

debatable. Businesses should be more METHODOLOGY
aware of the risks they run of being

unable to produce credible information In order to seek answers to the

where audit is concerned and litigation is research questions detailed above, it

involved. The ability to create and was decided to undertake a survey of

maintain the appropriate records and to business organizations in Malaysia. A

locate them when and where required questionnaire was developed and

has an impact on the cost-effective mailed to a sample of 206 randomly

management of businesses. Creating an selected business organizations listed

interesting, informative, and easy-to- on the Kuala Lumpur Stock Exchange

read magazine article is something that (KLSE) as published in its 1995

every publication needs to know, handbook. Questionnaires were

regardless of their specific themes and completed and returned by 90

topics. Usually, a magazine article can companies – a response rate of 44

discuss trending topics and themes, or percent. The questionnaire included

more specific ones such as geography, fourteen questions designed to elicit

cuisine, fashion, music, and other fields in information on the records

interest. Nonetheless, all of these management practices of these

magazine articles need to abide by the business organizations. The survey JULY 2022 | ISSUE 10

principle of writing the latest events in yielded data on 64 variables. Although

order to make the readers interested with the questionnaire was not divided into

the recent events. Furthermore, a distinct sections, the responses can be

magazine article sometimes needs to grouped in four areas aligned with the

include interviews with the interviewees objectives of the study.

to get the most accurate information.

Page 6

DO MALAYSIAN BUSINESS history rather than simply with
MANAGE THEIR RECORDS? administration. The responses do not

The analysis and interpretation of the suggest that Malaysian businesses keep
responses relating to this research records for historical reasons. Question 3
objective began with Question 2 of the sought information about the type of
questionnaire, which asked whether the information kept by the organizations. It
organization possessed a collection of presented a list of twenty-two types of
records or documents corresponding to documents and asked the respondents to
their organization or business archive. All identify the types they kept. The responses
respondents reported that they did to this question may indicate the ability of
maintain such a collection; this was take respondents to see the relationship
as an indication that they all recognized between keeping records and running
the importance of retaining records to their business, and help them to
carry out their activities. As will be shown determine what types of records are
below, however, although all the important to their business.The
respondents possessed a collection of questionnaire itself did not refer to
records, they did not necessarily keep differences between the various kinds of
those records in such a way as to meet the documents in terms of their operational,
full range of requirements determined by legal, financial, archival, evidential or
records management programmes in informational value. Nevertheless, the
developed countries. The Malaysian results do suggest that, in many cases,
res[1]pondents keep their records for decisions as to what kinds of records
minimal reasons, namely, to enable them should be retained are not based on an
to perform their business activities. The assessment of their intrinsic value. Thus, for
term ‘business archive’ was introduced in example, catalogues are more likely to be
this question as a means of checking kept than appeals and petitions, while
whether any of the respondents newspaper cuttings and magazines are
associated their collection of records with kept by more than twice as many
respondents as are charters and
the preservation of
constitutions. Company minutes and

supporting papers contain essential

information about a firm’s operations, but

only 81 percent of respondents retain such

records of enduring value. On the other

hand, almost as many companies (73

percent), keep collections of circulars,

despite their short-term value. These data

clearly indicate that business organizations

in Malaysia do not have the necessary

knowledge about the values of different

kinds of records for different purposes.

Records are kept merely for the purpose of

carrying out business transactions;

keeping records for legal compliance

appears not to be a primary concern.

Page 7

JULY,2022

CONCLUSION - with the consequence that they are not

The study suggests that introducing taken into consideration or applied.
record management programmes to
business organizations in Malaysia Companies are also unaware of the existing
would be welcomed, as businesses
are aware of the need to keep regulations, laws and statutes that mean
documents to perform their routine
activities. Business organizations that they are responsible for producing
must therefore be given guidance on
the right way to manage their records whenever they are asked to do so.
records, as many companies are
unaware of records management For this reason they may need to keep their
principles,
records for a considerable period of time to

ensure compliance or to provide evidence.

Businesses must also therefore be made

more aware of the current legal and

regulatory compliance requirements for

record keeping. There is as yet no

successful, leading company that, having

adopted a records management

programme, can be taken as a role model

for the development of comprehensive and

successful records management

programmes. There are two companies

who employ records managers to manage

their records, and a number of companies

who recognize the benefits of having a

records management programme, but our

survey does not reveal that the subject of

records management is either widely

known or acknowledged in Malaysia. There

is an urgent need for education and

training programmes within the country to

remedy this situation, and help Malaysian

business to maximize the potential of their

recorded information. In the current

economic crisis in Malaysia, this is an

alarming situation. The survey reveals that

many companies do not retain important

documents, and few understand records

management concepts and practices.

Companies need to be awakened to the

fact that keeping records is essential.

Experience shows that in the developed

countries poor records management can

lead to company closure.

Page 8



IDAD HUWAIDA CHAPTER 2

W MAT AKHIR RECORDS AS A
First thing first, Strategic STRATEGIC
Resources can be define BUSINESS
as an essential for the RESOURCES
success of a business
organization. In Business records. All those records
Function and Financial are necessary needs to be
(BFFM), managed to makes the
Management
Information is created records are easy to be
every time someone in the searched, shared, reused,
companies writes an email, repurposed, and increasing
drafts a brief, writes a its value to the companies.

report or records minutes, The term 'electronic
adds data to a records' means any
spreadsheet, makes a film recorded information
or sound recording or created, received and
takes a photo. This maintained in electronic
information is created as format by an organization
part of a specific business or individual in the course
process for capturing and of its activities (ELIZABETH
maintaining evidence of SHEPHERD, 1994)
and the information about

the business activities and Page 10
transactions in the form of

CHAPTER 2

The business systems One of the key

analyst in a company is components in business

accountable for the systems analysis is how

assessment and the Systems Development

improvement of systems in Life Cycle can influence the

the business. Basically, the success of a business. The

BSA is responsible to make BSA should look for ways

processes in a business to implement the right

work in the most efficient system at the right time in

way. This happens through order to move the

research, strategic testing, business forward in the

planning and direction of excellence.

implementation of new, Business Analyst
optimized systems.

The BSA must consider how Job Description

the trajectory of the
company’s functions affect
the future of the company,
and should explore ways of
putting plans in place to

cater for future needs and

growth.

Page 11

What is the role CHAPTER 2

A BSA analyses all of the

of a business working systems, protocols
system analyst? and processes in an
organisation, evaluating


A successful BSA has aspects of the business

several responsibilities that with regards to what works
they juggle on a daily basis. well and what systems
The role requires working should be changed or
with both systems and removed. The business
people in a way that systems analyst looks at
promotes productivity. This the practical workings of
means that the business the business with the
intention of improving
systems analyst:
Looks to identify issues methods and making
in current systems to systems more efficient.
ensure fruitful business The BSA of a company also
considers what clients and
growth.
Focuses on functions of stakeholders want and
the business to improve need from the business
and look for productive,
important systems.
Works closely with creative ways to provide
what is rWequhira
etd.does a
organization structure
designers to develop
and implement new business analyst
processes.
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CHAPTER 3 : RECORDS MANAGEMENT PROCESS IN BUSINESS
ORGANIZATION

Improving the Decision-Making Process in the Higher Learning Institutions via
Electronic Records Management System Adoption

FARIHAH NUR ATIKAH BINTI FASHARUDDIN

ABSTRACT are made from the viewpoint of conjecture that is
Electronic Records Management System (ERMS) based on primary data. These issues have to be
is a computer program or set of applications that is resolved by making informed decisions that require
utilized for keeping up to date records along with detailed information evaluation
their storage. ERMS has been extensively utilized for
enhancing the performance of academic Nowadays many administrators recognize the
institutions. The system assists in the planning and importance of having accurate and accessible
decision-making processes, which in turn enhances information to support the decisions that improve
the competencies. However, although ERMS is day-to-day operations, as well as long-range
significant in supporting the process of decision- strategic planning. The abundance of systems makes
making, the majority of organizations have failed to it difficult to find the relevant, exact, and useful
take an initiative to implement it, taking into account information necessary available to the higher
that are some implementing it without an education decision-making process. Not all
appropriate framework, and thus resulted in the information can be considered as records until they
practice which does not meet the accepted are proven genuine and authentic. Besides, these
standard. Therefore, this study identifies the factors records must be comprehensive, available,
influencing the adoption of ERMS among employees accessible, and secured
of HLI in Yemen and the role of such adoption in the
decision-making process, using the Unified Theory of In higher education institutions, e-records have
Acceptance and Use of Technology (UTAUT) along been widely used, for it contains information needed
with Technology, Organization and Environment for the efficient and effective running of the
(TOE) as the underpinning theories. educational sector, provision of optimum services,
and reinforcement of management decision-making
INTRODUCTION while ensuring the implementation of continuous
In the field of education, technology has had a policy. Recorded information generates knowledge,
significant contribution to transforming traditional and when processed, helps to make an informed
learning and teaching methods into the current and timely decision. Moreover, students’ records are
approach, which involves the requirement for crucial education resources upon which strategies
information access. Information should be available can be set, and performance can be evaluated and
for the students at any time required to assist with improved.
the tools they need to achieve their academic goals.
Technology has also contributed to providing In general, decision-making support services in
information before making well-informed decisions. higher education institutions are crucial in
Decision-making issues are commonplace in facilitating effective performance evaluation. The
different educational areas, particularly the process of decision-making in these institutions,
management aspect, where most of the decisions especially in developing countries, has been rife with
complexity. Decisions are made by individuals who
Page 15 are in-charge and hold the knowledge and
experience in distinct areas, and those that depend
on perceived accurate information

WWW.IMR652.COM.MY

Therefore, e-records have a key role to play in a education institutions when it comes to system
achieving the objectives of the organization, implementation.
including HLI, within which the efficient functioning
of the organization is rendered difficult without It is pertinent to understand the resistance of
ERMS implementation. E-records management is ERMS adoption among employees to accelerate its
deemed to be one of the key public management acceptance in educational institutions. Based on
pillars as the organization’s activities revolve around these arguments, this study identifies the drivers of
accessing information that the records contain. In employees’ ERMS adoption in the educational sector
this regard, ERMS refers to electronic management in Yemen. Studies dedicated to ERMS are still
of e-records and non-e-records, using computer scarce; most studies that are available have focused
equipment coupled with software in distinct on technology adoption theories and models.
premises within which records are managed.
The application of theory/model in a specific
HLI administration could face critical outcomes cultural context may differ from one culture to the
and risks when their decisions are notbased on the next, as some variables that are important for one
information contained in e-records. ERMS may not be for others. Therefore, in the present
reinforces the process of decision making among study, the authors attempt to determine the drivers
organizations, and tools should reinforce this to of ERMS adoption in HLI in Yemen and the effect of
steer clear of adverse effects from glitches. ERMS on the decision-making process. The
remaining sections of the paper are organized in the
It is important to consider that organizations may following way; first, relevant literature to the study is
only be able to reap the full advantages of systems reviewed. The study presents a theoretical
(e.g., ERMS) when the users accept it and framework and the development of hypotheses. It
understand it fully, and when the drivers of its then provides a description of the methodology and
successful adoption are determined for improved empirical findings. The study is concluded with the
implementation. Upon determining the overall discussion of the proposed model, the study
acceptance/resistance factors of technology implications and limitations as well as future
among employees, a satisfactory return on avenues of research.
investment can be made possible on the IT
implemented applications. Also, the lack of a
supporting framework for the adoption, absorption,
and management of ERMS could culminate in the
deletion, misplacement or loss of significant records
in the process of gathering, storing, retrieving and
disposing of records and this could go against the
governance process of the country’s digital
capabilities.

ERMS adoption can also bring about the
effective and efficient retrieval of information and
enable validity examination of data quality,
research, and eventually, for reaching informed
decisions.

In literature, the majority of studies concentrated
on drivers of ERMS adoption in sectors other than
the education sector. Additionally, resistance
towards ERMS adoption among the learning
institutions in developing nations. Such resistance,
coupled with the slow adoption rate and the novelty
of ERMS, poses several challenges in the public

Page 16 WWW.IMR652.COM.MY

REVIEW OF LITERATURE users, storage, retrieval, and disposition of
An ERMS refers to a computer program or set of documents in relevant systems and procedures
programs that are utilized for keeping abreast of
records and their storage. It can also be used for Finally, literature findings validate the successful
the management of the development and explanation of UTAUT (70%) of the variance in the
maintenance of the record in the scheme of behavioral intention of individuals, whereas the
classification, retention usage and disposal of preceding models, such as TAM2, were only able to
schedules, as well as management of records predict 40%. Added to the above, UTAUT appears to
access and use. be more suitable to be utilized for the examination
Studies that have been conducted to examine of IS adoption in large-sized firms and institutions as
ERMS in education are still lacking, and hence, this it has been widely utilized in studies that tackled
study reviews past relevant literature to pinpoint the adoption of technology – studies with similar
literature gap. It seems appropriate because the objectives as the present one.
ERMS general application among organizations is
similar to that in the field of education. Thus, what METHODOLOGY
works for general organizations may also be applied A cross-sectional survey questionnaire method
in the educational institutions, like HLI, in the Yemeni was adopted in this study for data collection. The
context. survey was divided into six sections. The first,
In addition, effective e-records form the platform second, and third sections measured technological
of good government and serve to organize policies, factors, organizational factors, and environmental
transactions, and activities of governance and factors, respectively. In the fourth section, the items
functions as an effective information source that measured intention towards ERMS adoption, and in
can be used to bring about decisions and the fifth one, the items measured intention towards
accountability. ERMS role in the process of decision making. In the
In the developing nations, ERMS implementation sixth and final section, the demographic
to date has been notably lagging, but this does not characteristics of the participants were obtained
mean that the system fails in increasing the and entered a descriptive statistic test to shed light
government’s efficiency and effectiveness, on the characteristics of the sample. The survey
facilitating transparency and accountability in items were measured on a Likert scale because the
making decisions and enhancing the provision of scale is characterized by easy management, ease of
public services. This should be highlighted instead of answering and it provides instrument reliability [74].
the challenges faced during the implementation of Specifically, a 5-point Likert scale was used to
the system, which has been noted to be innumerable mitigate the potential of measurement error and to
irrespective of the nature of the country. In the prevent the violation of normality and data
context of developing countries, lack of training, distribution assumptions. Therefore, in Parts A to E,
and user interface design are two of the major the items were measured on a 5-point Likert scale
indicators that hinder successful ERMS
implementation.
Moreover, literature has also indicated that the
majority of educational institutions in the developing
nations are still facing numerous challenges in e-
records and document management despite the
efforts that have been taken to improve the
governance systems. Records management is
lacking in terms of the policy, digital records
capacity, records management unit, senior
management support, education and training of

Page 17 WWW.IMR652.COM.MY

with the following legend: 1 depicts strongly to the above, the assessment of reliability was
disagree, 2 depicts disagree, 3 depicts neutral, 4 conducted by testing internal reliability, construct
depicts agree and 5 depicts strongly agree. The reliability, and obtaining average variance extracted
validity of the measures was ensured by developing (AVE), with the cutoff of reliability, weight, and fit
the measurement items for each latent construct indices kept in consideration. The following table
from prior literature. The detailed items of every lists the cutoff value of the standardized estimates
construct in this study, along with the sources from of the factor loadings in terms of regression weight,
which they were taken covariance as well as the reliability values.

RESULTS SEM was also used to conduct confirmatory and
5.1 Demographic Characteristics of the Sample exploratory modeling, as both were suitable to test
and develop the theory. This study developed the
The analyzed data from the surveys were framework in two major steps; step one involved the
provided by 364 respondents, from which 339 proposed framework structure development by
(93.1%) constituted male respondents, and the combining the tested and validated models and
remaining 25 (6.9%) constituted female including them in one comprehensive framework,
respondents. With regard to their ages, 115 while step two involved the examination of the
respondents (31.6%) were in the age category of 30- framework’s goodness-of-fit.
40 years constituting the majority of the
respondents, while 2 respondents were in the age The factor loadings of the items ranged from
category of less than 20 years, constituting the least 0.67 to 0.84, with an effect size that exceeded 0.4,
respondents. As for the respondents’ education indicating the presence of discriminant validity. As
level, most of the respondents (77%) held bachelor’s for the correlation value between the exogenous
degrees, while the fewest (3%) held a diploma. constructs , it was less than 0.85, which indicates
that redundant items were absent from the
5.2 Measurement Model framework and that discriminant validity was
The evaluation of the measurement model was established. The validity of the framework was
obtained through convergent validity, using the AVE
done in two parts that involved the measurement equation. All the values of AVE were 0.50 or higher.
model fit test and the condition of goodness-of-fit
of the same. The evaluation examined the uni- Touching upon the CR values, they were obtained
dimensionality, validity, and reliability of the by using Awang’s formula, and the condition was
measurement model, and the first one was done such that the values have to be equal to or higher
through item-deletion/estimation of a free than 0.60 to establish construct and composite
parameter. The validity of the model, on the other reliability. In this study, the CR value exceeded 1.96,
hand, was estimated by conducting convergent, with Cronbach’s alpha of every factor tested for
construct, and discriminant validity tests. In addition internal reliability and were found to exceed 0.70,
indicating good reliability.

Page 18 WWW.IMR652.COM.MY

Considering the construct reliability of the CONCLUSION
framework, this study obtained the goodnessof-fit This study has examined the factors affecting
estimation. It is clear that the normed chi-square ERMS adoption in the context of HLIs in Yemen,
obtained fell between 2 and 5 (2.80), with the R2 using the UTAUT underpinning theory and TOE model
standard coefficients of the correlations significant for factors taxonomy. Academicians and managers
at p<0.000, and absolute fit parsimony of 0.57 (by of HLI were the major players in the adoption of
RMSEA), which is lower than 0.08. As for the ERMS initiative, and as such, their adoption and use
precipitate the completion of effective adoption in
≥incremental fit indices, they were 0.945 ( 0.9) for the educational sector. The underpinning model was
≥ ≥CFI, 0.910 ( 0.8) for GFI, and 0.887 ( 0.8) for used to examine the effects of factors, divided into
three dimensions (technological, organizational, and
adjusted GFI. The obtained values indicated that the environmental), on the adoption of ERMS in HLI, and
proposed framework satisfied the criteria laid down in turn, on the decision-making process of the
for goodness-of-fit indices in literature, which institutions. All the proposed hypotheses were
means that empirical data fit is established. On the supported, and the study findings had theoretical
whole, the structural model indices satisfied the and practical implications that can be taken into
suggested values, confirming the excellent fit of the top consideration for the smooth adoption of ERMS
model, with validity and reliability tested and and its enhancement of the decision-making
validated. process in institutions of higher learning. Further
research is called for to build on the findings of this
5.3 Hypotheses Testing study, particularly to investigate the relationships
Based on the analysis findings, the structural that might exist between, on one hand, each of the
determinants of ERMS adoption and the institutions
model’s excellent fit is established. The findings also performance, on the other hand, their possible
showed that the path loadings of the technological relationships with decision making performance.
factors, organizational factors, and environmental Although the investigation of the present study
factors all had a positive and significant influence involved many ERMS factors that affect employees’
on the intention towards the adoption of ERMS. The intention to adopt ERMS in the public HPE sector,
hypotheses testing of the path loadings also determination of this influence is only limited to
indicated that intention towards the adoption of these investigated factors while there are some
ERMS positively and significantly influenced the other factors that might affect the intention as
decisionmaking process in HLI. previously mentioned in the literature. Therefore,
future research should investigate the influence of
these factors on users’ attitudes and intention based
on the same theory and other information system
theories. Moreover, the sample of the study was
collected from HPE governmental institutions in
Yemen, which represent only one type of
educational models in Yemen. Since there are many
types of educational models with different
universities, the sample of this study is not sufficient
to represent all types and levels. Hence, future
research should focus on more types and levels of
educational systems to cover ERMS for wider set of
universities in Yemen.

Page 19 WWW.IMR652.COM.MY



July, 2022

Chapter 4 : Business Continuity Plan

Natech Guide
Words

A New Approach To Assess and
Manage Natech Risk To Ensure
Business Contunuity
by Nur Ain Binti Abas

Abstract Introduction
The risk posed by natural
hazards to the Modern society is technology-dependent, and technology
technological systems is cannot be separated from daily life. Although technology
known as Natech risk. It enhances the human experience, it comes at a cost and has
is different from the associated risks. Generally, these risks are managed by state-
more widely known and of-the-art risk management systems that have been
studied risk posed by developed over a period of time and consider the
such sites to the environmental conditions. However, natural hazards often
environment and society. affect technological systems and cause disturbances in the
Though currently, operations, such as plant failures, equipment failures, process
available risk assessment interruptions, and accidents. A well-known example of a
techniques recognize natural disaster triggering a technological disaster is the Great
Natech, the specific East Japan Earthquake with a magnitude of 9.0 on the Richter
qualitative technique for scale on March 11, 2011. The Tsunami generated by the
Natech risk assessment earthquake triggered the worst nuclear accident in the history
and reduction has not of Japan. Despite the best safety systems and emergency
yet been developed. shutdown systems in place, the nuclear reactors melted
After analyzing past data because of cooling system failure. The radioactive material
of Natech accidents, released from the melted reactors contaminated the
relevant guide words surrounding area. This accident was also the worst industrial
have been suggested in disaster in the world’s history if damage control and cleanup
this study. These guide costs are considered (Mihailidou et al., 2012). Showalter and
words will help anticipate Myers (1992) investigated technological accidents triggered by
Natech risk and visualize natural hazards in 28 States of America. In their research,
the Natech scenario. they documented that there were “228 accidents resulting
Once the Natech risk is from earthquakes, 28 from hurricanes, 16 from floods, 16
identified, corresponding from lightning, 13 from high winds, seven from storms, and 6
risk reduction measures for other reasons
can be taken to avoid
possible Natech Page 21
accidents and
consequences.

” They named such accidents “Natechs,” a standards are also evolving in response to
portmanteau of naturally triggered Natech events so that technological systems
technological accidents (Ancione et al., 2016; can withstand severe natural hazards.
Arellano et al., 2003; Cruz et al., 2001; Cruz However, the severity of natural hazards can
and Okada, 2008; Kovacs et al., 2015; be more than what the design parameters
Krausmann and Cruz, 2013; Nuclear Energy can accommodate. Natural hazards can
Agency, 2018; Showalter, 1992). There are incapacitate existing safety systems and can
many Natech accidents documented in the lead to disasters. In such scenarios, multiple
literature. Lindell and Perry (1997) instances of hazardous material release can
documented 250 incidents in which coincide. The domino effect created by a
earthquake-induced hazardous material Natech accident can extend beyond the
(hazmat) was released in the United States boundaries of the affected technological
(Lindell and Perry, 1997). The earthquake that system (Reniers and Cozzani, 2013), and the
occurred in Turkey on August 17, 1999, is situation can become increasingly
another example of a Natech accident. dangerous because emergency and
Steinberg and Cruz (2004) studied this response personnel may remain engaged in
earthquake and found that several industrial dealing with the natural disaster itself and
sites were affected by the earthquake. They may not be available to manage
documented 21 instances of hazmat release technological impacts (Cruz, 2012). From
associated with the earthquake (Steinberg 1980 to 2017, the world has witnessed a
and Cruz, 2004). Another example is the fall of multifold increase in natural disasters,
a spruce-fir tree because of high wind evident from Fig. 1 (Misuri et al., 2019).
velocities in Italy on September 28, 2003. This Earlier, Natech accidents were considered
fall created several emergencies and as high intensity–low probability cascading
blackouts. An earthquake and accompanying events associated with natural disasters. In
1.3 m wave height Tsunami at Tomakomai recent years, climate change has changed
Coast in Japan on September 26, 2003, both the magnitude and frequency of such
resulted in a storage tank fire at an oil refinery events. Luo et al. (2020) analyzed the U.S.’s
(Arellano et al., 2003). A review of 242 storage National Response Center (NRC) database.
tank accidents at industrial facilities between The national response Center is staffed all
1960 and 2003 revealed that 33% of the the time by the U.S. Coast Guard. Any U.S.
storage tank accidents were caused by citizen can report the release of hazardous
lightning (Chang and Lin, 2006). The U.S. material in the environment by calling the
National Hurricane Centre updated the NRC helpline. They developed a machine
costliest U.S. tropical cyclones list on January learning model, Semi-Intelligent Natech
26, 2018. The report shows that from 1900 to
1917, the United States experienced 41 Page 22
hurricanes, which caused losses exceeding
one billion U.S. dollars. Hurricane Katrina,
which occurred in 2005, is the costliest storm
on record, which caused the loss amounting
to 125 billion U.S. dollars (National Oceanic
and Atmospheric Administration, 2018).
Humans have recognized the potential
impacts of natural hazards on their existence,
and they have reacted by creating safety
systems to mitigate this hazard. Design

dentification Framework (SINIF), to extract (6) Splitting and leakages occurring in riveted
Natech accident data from the NRC database. and bolted tanks; (7) Catastrophic failure of
They analyzed NRC data from 1990 to 2017 full or near-full tanks; (8) Liquid sloshing; and
and extracted 32, 841 Natech accidents from (9) Baseplate and shell connection failure.
the total record of 826,078 reports. The Methodology for Creating Natech Guide
extracted data shows an increasing trend in Words
Natech accidents ((Luo et al., 2020) (Fig. 2). - Qualitative risk assessment approach
These events are no longer rare, and nor are To determine risk, two factors need to be
they merely cascading effects of natural considered: (1) the probability of the event
disasters. Therefore, Natech is a unique occurring; and (2) the severity of the event.
branch of disaster management, and the The severity of the event can be ascertained
originating risk must be identified by using through sound judgment, but reliable
unique tools and techniques (Picou, 2009). historical data is required to determine the
The number of climate and weather-related probability of the event occurring. This data,
disasters registered in the U.S. from 1980 to however, is often not available or is spread
2017 (Misuri et al., 2019 (see Fig. 1). Number across different databases. Different
of Natech accidents with various natural databases may lead to different probabilities
phenomena ((Luo et al., 2020). and different risks obtained for events under
the same circumstances. Furthermore, it
Natech Risk Reduction Methods cannot be assumed that a natural event that
has not occurred in the past will not occur in
Research is being done globally to the future. It is, therefore, challenging to
understand and manage Natech risk. assess whether natural events will cause
Hurricane Katrina caused a loss of 50% in technological accidents or not. For these
daily oil production and affected 20% of U.S. reasons, this study has focused on a
refining capacity (Stempeck, 2005). Godoy qualitative risk assessment approach instead
(2007) studied the structural failure of above- of a quantitative approach to determine the
ground tanks at oil facilities due to Hurricane risk of Natech events.
Katrina and Rita in Louisiana and Texas in the
U.S., respectively, in 2005. He identified Page 23
various failure modes such as a failure of
welding between baseplate and shell,
dislodging of the tank, shell buckling, roof
damage, loss of insulation because of storm
surge, wind load, and flooding (Godoy, 2007).
(1) For unanchored tanks, friction at the base
plate may be ineffective when strong ground
motion takes place, and relative displacement
of the tank is possible; (2) Partial uplift of the
base plate may result in characteristic
elephant-foot buckling if the tank is large, with
a height to radius ratio in the range of 2:3; (3)
Partial uplift of the base plate can also result
in characteristic diamond-shape buckling if
the tank is taller, with a height to radius ratio
of approximately 4; (4) Collapse of support
columns for fixed-roof tanks; (5) Collapse of
foundations due to soil liquefaction

- Categorization of natural hazards (4) Climatological hazards: A hazard caused
by long-lived, meso to macro-scale
There are various typologies of hazards, for atmospheric processes ranging from intra-
example, natural, social, biological seasonal to multi-decadal climate variability.
technological, but this study is interested only Its subcategories are droughts, glacial lake
in ‘natural hazards.’ Most of the typologies use outbursts, and wildfires.
causes or origin of hazard as a classifying (5) Biological hazards: A hazard caused by
principle. A suitable ‘natural hazard’ exposure to living organisms and their toxic
classification system was required to develop substances (e.g., venom and mold) or vector-
guide words for each natural hazard category. borne diseases that they may carry (e.g.,
Hazard classification has been done venomous wildife and insects, poisonous
differently by different organizations. The plants, and mosquitoes carrying disease-
United Nations Development Programme causing agents such as parasites, bacteria, or
(UNDP) classifies hazard as a “natural or man- viruses such as malaria). Its subcategories
made event that threatens to adversely affect are epidemics, insect infestations, and animal
human life, property, or activity to the extent accidents.
of causing a disaster.” Thus, the UNDP has (6) Extraterrestrial hazards: A hazard caused
only two classes, natural and man-made by asteroids, meteoroids, and comets as they
hazards. The World Health Organization pass near the earth, enter the earth’s
(WHO) divides hazards into five categories: (1) atmosphere, and/or strike the earth, and by
Natural–physical; (2) Natural biotic, Biological; changes in interplanetary conditions that
(3) Socio or pseudo-natural; (4) Man-made affect the earth’s magnetosphere,
technological; and (5) Social (Kantipaul, 2011). ionosphere, and thermosphere. Its
It shows that WHO classifies ‘natural hazards’ subcategories are impact, space, and
into three classes: physical, second is biotic or weather. Further, each natural hazard is
biological, and the third is socio or pseudo- divided into sub-hazard categories (Centre
natural. The Centre for Research on the for Research on the Epidemiology of
Epidemiology of Disasters (CRED) has divided Disasters, 2020).
hazards into six categories as follows:
(1) Geophysical hazards: A hazard originating
from solid earth. This term is used
interchangeably with the term geological
hazard. Its subcategories are earthquakes,
dry mass movement, and volcanic activity.
2) Meteorological hazards: A hazard caused
by short-lived, micro to mesoscale extreme
weather and atmospheric conditions that last
from minutes to day. Its subcategories
extreme tempature, fog, and stroms.
(3) Hydrological hazards: A hazard caused by
the occurrence, movement, and distribution
of surface and subsurface freshwater and
saltwater. Its subcategories are floods, wave
action, and landslides.

Page 24

against various guide words can help
anticipate various failure modes and
their causes. This study suggested
various natural forces as a cause of
failure modes, apart from other
causes.

Conventional Risk Assessment Conclusion
Techniques Awareness regarding Natech risk is
growing, but a qualitative tool for
Natech guide words suggested in this study Natech risk assessment has not been
can help identify fault tree analysis, in that developed. In this study, various guide
various logical failure modes in given words have been proposed against
scenarios leading to the top event can be categories of natural hazards and their
anticipated. For example, if we consider a associated sub-hazards. Further, for
hypothetical scenario of a leak from a tank every guiding word, a few possible
shell, Natech guide words will help ascertain ways of interaction have been
probable interactions of natural forces. The suggested. The proposed Natech guide
probable root cause may be the failure of words can visualize negative impacts if
metallurgy due to extremely high or low a natural hazard affects a technological
temperature, structural failure due to an site. Existing techniques for Natech risk
earthquake, cave in because of a mass assessment can be optimized with the
movement, fall of non-process related help of the Natech guide words
objects because of ground acceleration, a approach. Moreover, once Natech risk
strike of tephra as a result of volcanic activity, has been identified through the guide
mechanical damage because of lightning, or words, the risk can be minimized using
a strike of flying objects because of high wind the hierarchy of hazard control
velocities. Similarly, it can help event tree approaches, such as elimination,
analysis to anticipate the consequences of substitution, engineering control,
the initiating natural event. If we consider administrative control, and personal
flooding of a technological site, protective equipment. There is scope
consequences can be anticipated by using for further study to strengthen the
the guide words suggested against the guide words, depending on data
natural hazards “Flood” and “Wave action,” availability and its practical applicability.
namely “Submersion,” “Floating of objects,”
“High water flow,” “Impact of floating objects,” Page 25
and “Wave action.” In failure mode and effect
analysis, the failure modes, failure causes,
and failure effects are identified, and the
examples suggested



CHAPTER 5: The importance of customer service is that it NURBATRISYIA BUSSAINA
EFFECTIVE builds good customer relations, which are BINTI MOHAMAD SUKRI
CUSTOMER necessary for the success of a 6 Concepts and
SERVICE Advances in Information and Knowledge
Management business or organization. If
This chapter contends customers are dissatisfied, they may cease all
that it is paramount that contact with the company, which can lead to loss
archivists and records of business. Customers are the ultimate judge of
managers develop a quality in customer service because they are the
comprehensive customer ones who define what quality service is.
service programme. This Generally, customers judge quality by comparing
is driven by the argument their expectations of the service with their
of the few studies carried perceptions of the service they are offered.
out on customer service in
archives and records Dimensions/determinants of
management that reveal service qualityheading
that service quality is still
a serious challenge and Dimensions of service quality are aspects that are used
has not been given the by customers to evaluate quality in customer service.
attention it deserves. ■ Reliability: involves the ability of the service provider
to perform the promised service dependably and
Customer service accurately, which implies ‘right the first time’
performance at the designated time (dependable,
encompasses the accuracy, performance)
■ Responsiveness: concerns the willingness or
provision of quality readiness of service providers to provide service. It
also involves timeliness of service (promptness and
service so that the helpfulness).
■ Communication: involves keeping customers
customers are content, informed and even listening to them.
Access: involves approachability and ease of contact.
loyal and keep coming Waiting time to receive service and location of service
facilities are some of the features of access that impact
back. It is the provision of on provision of quality service.

a quality service that goes

beyond the customer’s

expectations or what the

customer asked for.

The customers should be

satisfied to the extent that

they will market and

recommend an

organization’s services to

other people.

Page 28

CRITICAL summer 2022

FACTORS TO

CUSTOMER

SERVICE

be your own muse

In search of factors that could Q4. Quality of interaction – measures
the quality of information exchange.
lead to improved customer Q5. Quality of atmosphere – the
relationship and interaction process
service, some authorities have between the customer and company
are influenced by the quality of the
come up with theories on atmosphere in the specific
environment where they operate.
customer relationships that have
According to customer relationship
been proven to work in diverse management (CRM) theory, these
categories can be explained in terms
organizational setups and of customer strategy (Q1), product
strategy (Q2), channel strategy and
environments. infrastructure strategy (Q3 and Q5).
By linking and having all of these
Quality of object – the technical strategies in place, organizations will
be in a position to improve the overall
quality (what the customer quality of customer service.

receives). It measures the core

product/service itself.

Q2. Quality of process – the

functional quality (how the

product/service provider provides

the core product/service) (the

technical).

Q3. Quality of infrastructure –

measures the basic resources

that are needed to perform

services pertaining to the

product/service: the quality of the

internal competence and skills,

experience, know how,

technology, internal relationships,

motivation, attitudes, internal

resources and activities, and how

these activities are managed and

coordinated.

Page 29

CUSTOMER STRATEGY CHAPTER 5

This deals with understanding Marketing of services
customer segments, customer In addition to sensitization workshops and
needs and retention methods so
that there is customer satisfaction orientation programmes, it is advisable for
and eventually loyalty. Some of the service providers to carry out some
attributes of customer strategy are marketing activities for their services. This is
described below. a way of making people aware of why an
institution exists so that they become
Customer segmentation familiar with it, and respect and support it,
Dividing customers into distinct groups making use of all the services it offers.
Gupta (2003: 96) has identified the following
based on their characteristics has been reasons for marketing information services
found to be beneficial in enhancing the such 10 Concepts and Advances in
quality and focus of service given to each Information and Knowledge Management as
group. Segmentation is also instrumental in library and records management: ‘it helps in
enabling organizations to manage a diverse managing libraries better, it brings
and growing portfolio of customers, leading commitment to customer focus, publicizes
to the discovery of high-use customers, the benefits of the library services and
moderate-use customers and low-use listening to customer needs, it helps in
customers. making users feel better that they use the
Service standards library again and again; and it improves the
library’s image’.
If service providers are to achieve quality
customer service, they have to develop Feedback from customers
service standards that must be Smith (2003) put forward the view that
communicated to customers so that they
know what to expect. The customers need to the key to developing and enhancing
be told about the level and quality of service customer service is to set up methods for
they will receive. As such, archivists and capturing and tracking feedback in a variety
records managers should come up with of ways. An evaluation of customer needs
records service standards specific or peculiar and issues where customers are active
to them, not relying on general service participants in the exercise is critical.
standards for the entire organization Through this exercise, an organization can
Sensitization workshops and orientation discover negative information about itself
programmed and therefore accord itself a chance to
correct it
Sensitization workshops and orientation
programmed are crucial to introducing new
users/customers to services provided,
attracting potential users and sensitizing
customers to different issues relating to the
services provided. If frequently held, these
workshops could assist archivists and
records officers in equipping their customers
with the necessary skills to capture and
manage records, such as how to use retrieval
tools, how to handle records, and many
others.

Page 30

WWW.IMR652.COM.MY Infrastructure

Human resources strategy

Human resources deals with people Atmosphere
and how they support a company/
organization’s mission, aims and A conducive environment relates to the
objectives. The human resources attitude of the members of staff in dealing
variable of infrastructure strategy with customers and is characterized by the
emphasizes that the service providers politeness, respect, consideration and
should be trained professionals with the friendliness of the contact personnel. Zineldin
necessary skills and must be highly (2006: 432) argued that atmosphere
motivated to diligently serve the indicators should be considered critically
customers. important because of the belief that the lack
The members of staff also need to be of a frank and friendly atmosphere results in
trained in how best to deal with poor quality and therefore reduced loyalty.
customers. Training for the service
providers should be ongoing so that Tangibles
personnel cope with changes in
technology or records management Tangibles in the form of physical facilities,
processes and operations equipment, personnel and communication
materials have a bearing on first impressions.
Expected behaviour The customer should get a good impression
of service providers during the first few minutes after they arrive at
the service point. Service facilities,
The infrastructure strategy of CRM documentation and personnel should be
calls for organizations to specify how presentable at all times because facilities and
officers have to behave in order to serve equipment that are not tidy may give the
their customers. After specifying the customers the impression that services will be
expected behaviour, all the service conducted in a similar manner.
providers have to show 14 Concepts and
Advances in Information and Knowledge techonolgy
Management the behaviour necessary to
please the customers. Those who fail to Modern technology helps employees to carry
do this should be assigned to background out their jobs more efficiently and effectively
tasks without direct customer contact. because it enables them to store huge
amounts of information and make
accessibility easier and faster. Records
officers and archivists have long been using
the manual records management system and
it is now time for all of them to automate their
systems to automate the tedious and
laborious work.

Page 31 tUESDAY | 12TH JULY 2022



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