E-MAGAZINE IMR 652 (GROUP EFINZIE) (BA232 4B) THE LATEST

NO 98 1
June
2020

MANAGEMENT
OF

BUSINESS RECORDS

GET 50%
DISCOUNT

INTRODUCTION KEY STAKEHOLDERS MANAGEMENT IN ACTION
RECORDS AS STRATEGIC BUSINESS
RECORDS MANAGEMENT PROCESS
BUSINESS CONTINUITY PLAN
EFFECTIVE CUSTOMER SERVICE

www.education.gov.my 1

LIMITED EDITION

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03 EDITOR’S NOTES JUNE 2020
57 REFERENCES
58 COVERPAGE 05 EDITOR’S PROFILE
12 INTRODUCTION

KEYSTAKEHOLDERS
MANAGEMENT IN ACTION

21 RECORDS AS A STRATEGIC
BUSINESS

31 RECORDS MANAGEMENT
PROCESS

39 BUSINESS CONTINUITY
PLAN

46 EFFECTIVE CUSTOMER
SERVICE

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GREETING TO ALL READER!!!

First of all, we would like to thank GOD , who with HIS willing to give us
opportunity to create this e-magazine for subject IMR652, Management of

Business Records.

Special appreciation goes to our beloved lecturer, Mr. Abdul Ismail bin Mohamad
Jawi for assisting and leading us in creating our very own E-Magazine. Without

his help, we would feel very lost.

Lastly, a sincere thanks to all members of this group for your hard work and
giving full cooperation in finishing this E-Magazine. And to all readers, thank you
very much and we hope you guys enjoy reading this magazine. Have a nice day

everyone.

EDITORS

EDITORS

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About Editor

Efinzie Anak NIhem

22 years old from
Kuching , Sarawak.

Currently study at
Universiti Teknologi
Mara Cawangan
Sarawak in Bachelor of
Office Systems and
Management

Put your heart , mind, and soul into even your
smallest acts.

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I am Fellora Anak Jerry from Kota Samarahan, Sarawak, and I am 22 years old.
Currently study at Universiti Technologi MARA Cawangan Sarawak (UiTM), in
Bachelor of Office Systems and Management (Hons).

“Education’s purpose is to replace an
empty mind with an open one.”

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Lovenia Mina Anak [email protected]
Maoh, 22 years old 2019317079
from Kuching,
Sarawak. 8

Currently study at
University Technology
MARA Sarawak
Branch in Bachelor of
Office Systems and
Management (Hons)

ABOUT THE WRITER

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ABOUT EDITOR

“ THE SCARIEST MOMENT IS ALWAYS JUST
BEFO RE YO U START.”

LYSCA AK AJIS, CURRENTLY STUDY AT
22 YEARS OLD, UNIVERSITY TEKNOLOGI MARA
FROM KUCHING CAWANGAN
SARAWAK IN
SARAWAK BACHELOR OF OFFICE
SYSTEMS AND MANAGEMENT
(HONS)

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ABOUT EDITOR

“IF YOU WANT TO SUCCESS IN
YOUR LIFE, DON’T EASILY GIVEUP
AFTER THE FIRST FAIL BUT TAKE
IT AS YOUR MOTIVATION AND
KEEP REMEMBER WHY YOU WANT
TO SUCCESS.”

About the writer Menzliwaty Elizana Anak
Gerunsin, 22 years old from
Serian, Sarawak.

Currently study at university teknology
mara cawangan Sarawak in bachelor of
office systems and management (hons)

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CHAPTER 1

AN OVERVIEW OF BUSINESS

RECORDS MANAGEMENT

1.2 KEY STAKEHOLDERS 1.3 MANAGEMENT IN
IN A BUSINESS ACTION

BY: EFINZIE ANAK NIHEM 202102
2019317081

Introduction . . . 13

Business organization can be and it was created in the course of
conducting business.
defined as any official activity with
objective of making profit from Business Management is general TYPES OF
sale of goods or services. Non management of business operation. BUSINESS RECORDS
profit organization such archives, It often structured as a hierarchy
museums, libraries with purpose and work towards organization’s ADMINISTRATIVE
to provide society with the goal and objectives as well as Used in the daily operation of a
educational, social or other ser- aligning an organization with the business organization
vices. There is a need to manage wants and needs of clients. E.g.: Audit Reports for internal,
and protect business records as organizational chart, minute of
well as to find them when they Records Management is general meeting, correspondence inward
are needed. administrative management that and outward
concerned with achieving economy
Business means any organization and efficiency in the creation,
(public/private) that provide good maintenance, use and disposal of
or services and meet the organizations records. Moreover, it
customer’s satisfaction as well as also concerned in making the
earn profit. information that is contained
available in support of
Management is the process of organization's business.
reaching organizational goals by
working with and through people Business Records Management is a ADVERTISING
and other organizational field of management responsibility
resources. 4 basic management for the efficient and systematic These records are created in the
process are planning, organizing, control of the creation, process of promoting goods and
leading and controlling. Planning is maintenance, use and disposition of services to the customers such as
the process in which we identifying business records. It is a viral process drawing and artwork, market
goals as well as objective and the to achieve the efficiency and data and survey, catalogs and
strategies. Secondly, organizing is economy as well as to preserve the brochures.
the process of gathering economic business records.
resources to achieve the goals and
the objectives. Thirdly, leading is Control system of business
the process of guiding the records is the process that ones
organization members’ activities in uses to identify when and where
an appropriate direction. The last something foes wrong with the
basic management process is business process. Records control
controlling which involves the follow set procedures used to
process of evaluating and make filing and retrieval. It also
monitoring. allow authorizes officer to take
corrective action.
Business record is business
information that contains the
transaction between two or more
parties in the form of electronic and
paper documents. It kept for
evidence and references for the

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ACCOUNTING & FISCAL 14
Used to demonstrate the process of 14
financial in business organization
E.g.: Account receivable, balance
sheets, cheques paid and cancelled,
financial statement, petty cash
records.

CORPORATE
The records show the backgrounds
and condition (vital records).
E.g.: Permits to do business, records
of mergers, reorganizations ,
corporate videos.

EXECUTIVES
Used to explain about the
administration of the organization
and everything that shows the
information about the organization.
E.g.: Policy statements, directives,
research reports, speeches and
publications.

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INSURANCE PLANT AND PROPERTY SALES AND MARKETING

These records can be used by a poli- Refers to any records related to the These records related with the
cymaker to claim for any damage or functions of managing land and process of selling and buying.
loss. buildings.
Eg: Discount rates, warrantees,
E.g.: Claims: automobile, group file E.g.: Maintenance and repair: sales invoices, market research
and hospital, loss or damage in buildings, machinery, depreciation studies and analysis, ordered
transit, workmen compensation, schedules, plans and specifications, filled, price lists.
expired policy, accident, fire. damage reports.

LEGAL TAXATION
Used to protect the rights of an
individual or an organization These records area related to the
whenever it comes to any legal amount assessed as tax or the
proceedings revenue gained from taxes.
E.g.: claims and litigation of breach
of contracts, appeal records, PERSONNEL E.g.: Tax bills and statements, tax
copyright, trademarks, patents. returns and working papers, text
exempt sales.
MANUFACUTURING
These records are related with These records are related to staff or
industrial operation. any individual that is involved in an
E.g.: Inspection records, production organization.
reports, operating reports, quality
control reports, order register. E.g.: Attendance reports, employee
contracts, pension plan, disability and
sick benefit records.

A business record is a document that

records a business dealing. Business

records include meeting minutes,

memoranda, employment contracts, and

accounting source documents. It must be

retrievable at a later date so that the

business dealings can be accurately

PURCHASING reviewed as required. Since business is

Relate to purchase, ease of hire of dependent upon confidence and trust, not
significant stores and equipment.
only must the record be accurate and
E.g.: Bids, awards, purchase orders,
quotations. easily retrieved, the processes surrounding

its creation and retrieval must be

perceived by customers and the business

community to consistently deliver a full

and accurate record with no gaps or

additions. 15

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TYPES OF BUSINESS 17

Sole Proprietorship

The sole proprietorship is the simplest business
form under which one can operate a business.
The sole proprietorship is not a legal
entity. It simply refers to a person
who owns the business and is
personally responsible for
its debts.

A sole proprietorship can operate under the name of Its Corporation
owner or it can do business under a fictitious A corporation is a legal entity that is separate and distinct from
name, such as Nancy's Nail Salon. The fictitious its owners. Corporations enjoy most of the rights and
name is simply a trade name-- responsibilities that individuals possess: they can enter
it does not create a legal entity contracts, loan and borrow money, sue and be sued, hire
separate from the sole employees, own assets, and pay taxes. Some refer to it as a "legal
proprietor owner. person." Corporation can be public or private. For example,
Kumpulan Darul Ehsan Berhad(Public) and Siti Nurhaliza
Partnership Production Sdn.Bhd. (Private).
A partnership is an arrangement be-
tween two or more people to oversee Cooperative
business operations and share its Cooperative is form of business ownership in which group of sole
profits and liabilities. In a general part- proprietorship or partnership agree to work together for commit
nership company, all members share benefits. It limited to serving the specific need of its members.
both profits and liabilities. Professionals For example, Koperasi UiTM.
like doctors and lawyers often form a
limited partnership. There may be tax
benefits to a partnership compared to a
corporation.

Tim's Place, Albuquerque

There's a restaurant in Albuquerque called Tim's
Place that serves breakfast, lunch, and hugs - and
it's owned by a man with Down's Syndrome

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1.2 FIVE STAKEHOLDERS

Owners Creditors

Entrepreneurs are people who organize, Creditors is individuals or financial
manage and assume the risk of starting institutions that provide loan. Firms
business. The person who create the business that borrow from creditors pay
is serves as sole owner while co-owner is others internet on their loans.
people who are allowed to interest in the firm. When
the ownership of the firm is shared the proportion Suppliers
owned is reduced. Profits or earning will be shared
among these owners. Suppliers is a company or individuals
who deliver materials to other
Employers companies to provide products

Employers are people are hired to run Customers
the operation of a business. Managers is
employers who are responsible for man- Customers who targeted by companies
aging job assignment of other and making key to sell their products and services
business decisions.

1.3 MANAGEMENT IN ACTION

Marketing is the process of communicating the value of a product or service to customers.

Marketing might sometimes be interpreted as the art of selling products/services. The management process
responsible for identifying, anticipating and satisfying customer requirements profitability. The successful
business organization is one which sets out to discover what the customer wants and how to best provide it.
In practice, this can only be achieved through ‘marketing research’.

Marketing Research Marketing Research Techniques

Aims to provide management with information Primary Research
on which to base its decisions regarding the Involves the firm generating its own market
organization’s future activities. research information. For example, surveys ,
observational methods, experimental methods
Example: Analysis of trends in the market,
analysis of strength and weaknesses of product Secondary Research
offering, analysis of effectiveness of advertising A research information which is not obtained by
and so forth the firm undertaking a market research project
but by using other sources of information already
Such information is vital to the success of the in existence. Sometimes referred to as desk
organization. Failure to provide such information research. For example, internal sources and
leads to an inefficient use of the organization’s external sources.
limited resources.
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Marketing Mix Production

A planned mix of the controllable elements of a The process by which we produce a finished product
product's marketing plan commonly termed as 4Ps: from raw material. The role is to ensure that this
product, price, place, and promotion. transformation process is carried out efficiently. It falls
into 3 categories, the manufacturing process, service
These four elements are adjusted until the right activities, advisory activities.
combination is found that serves the needs of the
product's customers, while generating optimum
income.

The art of bookkeeping – that is, the recording of financial transactions.

Typical accountant in business was employed to establish a sound system of
bookkeeping, establish a system of internal check (audit) and prepare the
final accounts (profit and loss account, balance sheet).

Financial Accounting

Bookkeeping and internal audit means the recording of all transactions entered into by an organization lies at the

heart of the accounting process. Details of sales, purchases and expenses are required so that bills may be paid on
time, debts can be collected, the values of assets recorded as well as to be used in the control of business activities
and relating expenditure to income. Internal auditing of the bookkeeping system is undertaken to test the efficiency
of that system. Internal audit seeks to ensure that transactions are processed quickly and cheaply, that a high level of
accuracy is maintained, and lastly that fraud, theft or other irregularities are minimized. Checks undertaken will fall
into one of the following categories which are analysis of the accounting system and verification of records.

Analysis of the accounting system
Has the aim of improving efficiency through revision of procedures and training of staff. Seek to ensure that the
system is proof against fraud or theft on the part of staff operating the system.
Verification of records
It is obviously impossible to verify the accuracy of all transactions recorded by the business. Instead, a small number
of transactions will be selected at random and checked for accuracy.
Personnel
The success of an organization depends upon the effort of its employees. An effective personnel function will ensure
people are doing the right job, people are trained to do their job efficiently, people are paid according to their
contribution and effort , people are protected from danger and unnecessary hazards, people are motivated in their
job, people are satisfied with their employer, people remain with the business.

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RECORD AS A
STRATEGIC
BUSINESS
RESOURCES

CONTENTS OF SUB-TOPIC WRITTER: FELLORA ANAK JERRY

1) Business System Analysis (BSA) & Records Management

2) 6 Major Knowledge Areas

3) Manage Records According to Regulatory Requirements

4) 5 Regulatory Requirements

5) Characteristics of Records
6) 3 Impacts of Records as a Strategic Business Resources

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Written by: Fellora Anak Jerry
2019314615

RECORD AS A STRATEGIC
BUSINESS RESOURCES

Strategic resources are resources that are
essential for the success of a business

organization. It’s function is to provide an

understanding of the past, present and

future, bring knowledge and intelligence, bear on SIX MAJOR KNOWLEDGE AREAS
decision making and operations and drive policy
formulation and implementation. Business analysis are broken into six

STRATEGIES major knowledge areas. One of it is enterprise
analysis which is focuses on understanding the
BUSINESS SYSTEM ANALYSIS (BSA) AND needs of the business as a whole, its strategic
RECORDS MANAGEMENT directions, and identifying initiatives that will
allow a business to meet those strategic goals.
The analysis is an analytical framework that involves Then second major is requirement planning
and management. It involves planning the
the analyzing of an organization as a system. The requirements development process, determin-
development of business activities analysis involve ing which requirements are the highest priority
identifying, defining and examining in detail the for implementation and managing change.
component or parts of a business system or
organization such as the goals and strategies of the The third is requirement elicitation
organization, the functions of the organization that which is refer to techniques for collecting
support the pursuit of these goals and strategies, the requirements in detail to allow them to be
gain of insights on how the organization functions and successfully implemented by a project team.
the interrelationship between various tasks, jobs The forth of the knowledge area is requirement
people, structures and other elements, and lastly is the analysis and documentation. It describes on
activities of the organizations that constitute the how to develop and specify requirements in
functions. details to allow them to be successfully
The analysis is to provides the core foundation for the implemented by a project team.
development of record keeping tools that contributes
to decision on the creation, capture, control, storage, Then, requirement communication. It
disposal and access of records. describes on a techniques for ensuring that
stakeholders have shared understanding of the
requirement and how they will be implemented.

Lastly is the solution assessment and
validation. This knowledge area is describe on
how the business analyst can verify the

correctness of a proposed solution and how to
access possible shortcomings in the
implementation.

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MANAGE RECORDS ACCORDING TO THE
REGULATORY REQUIREMENTS

Records are need to be manage according to

the international and national regulatory requirements.
This regulatory requirements help an organization to stay
within the policies and procedures of the country they are
operating in regarding the retention of information.

The National Archives of Malaysia and MAMPU
which is under Malaysian government had legislated
various regulations, procedures, and guidelines to
formulate a comprehensive records management
programs.

WHAT IS ISO 15489??

ISO 15489 is the International records 5 REGULATORY REQUIREMENTS
management standard. It was first published in

2001 and since been revised and

re-published, most recently in 2016. It has been

adopted in over 50 countries around the world.

It is to provide a framework for managing all types Every organizations need to comply with the
of business records to ensure that

adequate records in all formats and media, are relevant regulatory requirements in records
captured and managed adequately throughout management. They need to follow the standards and the
procedures in compliance with the international or
national standards.
their lifespan.
There are five regulatory requirements that the
This standard is a primary good organization need to follow which are include the statute

practice and as for reference model that guides the and case laws, and regulations governing the sector
implementation of records management programs specific and general business environment, including
laws and regulations relating specifically to records,
archives, access, privacy, evidence, electronic commerce,
worldwide. data protection and information.

Furthermore, it is intended for use by the Next is mandatory standards of practice in

managers of organizations, records, information managing the records. Third is the voluntary codes of
and technology management professionals, and for best practice in records management regulatory
requirements. Forth is identifiable expectations of the
all other personnel in organization. community about what is acceptable behavior for the
specific sector or organization.

Lastly, the voluntary codes of conduct and ethics
are also part of regulatory requirements that requires
organization to follow.

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FUN FACTS AND ADDITIONAL INFORMATION

The National Archives of Malaysia
(Arkib Negara Malaysia)

The National Archives of Malaysia (ANM), was established
in 1957, and as an agency that serves as a repository of da-
ta, information and government records that is responsible
for the collection, preservation and preparation of public
records in various types and forms as references for re-
searchers as well as the public. In the line with the devel-
opment and surroundings of current technological ad-
vancements as well as the Government Transformation
Policy, ANM is hereby determined to foster widespread
awareness among the people in all aspects thus generating
the formation of excellent human capital through the dis-
semination of information regardless of boundaries of time
and place.

ARCHIVING, DOCUMENT MANAGEMENT,
AND RECORDS MANAGEMENT
POLICIES AND PROCEDURES

RECORDS RETENTION RECORDS VITAL DISASTER DISPOSITION
SCHEDULING STORAGE RECORDS PREVENTION
INVENTORY PROGRAM
AND AND AND
CONVERSION RECOVERY
CLASSIFIC-
TION

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ADDITIONAL INFO ISO 15489-1:2001 SECTIONS
USEFUL FOR AUDITING

Records management should Functionality and components
encompass: of records System

1.Setting policies and standards. The functionality and components of
2. Assigning responsibilities and records system are ability to document
records transactions, control of
authorities. physical storage, support of a range of
1. Establishing and promulgating distributed storage and custody
options and lastly facilitation and
procedures and guidelines. implementation of retention and
4. Providing records management disposition decisions.

Regulatory environments Records management
processes and controls
The regulatory environments must be
identified, including National and One of the records management
International law and regulations. processes and controls is to
Sector-specific regulation, and lastly is determining records to be captured
Standards and codes of best practices. into the system. Then, it is also to
specifying metadata that needs to be
linked to or embedded in the records.
Besides, records management process-
es and controls also for registration of
records. Finally, the processes and
controls of records management is to
implement retention and disposition.

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CONTINUE

Main principles of records
management

The main principles of records management is Records are created to support busi-
ness activity, provide accountability, and comply with regulatory environment.
Then, records should be embedded in all business processes requiring documenta-
tion. Furthermore, the one of main principles of records management is business
continuity should ensure identification and protection vital records.

Monitoring and auditing

Monitoring and editing should encompass internal monitoring of system to ensure
compliance with it as well as required outcomes. Besides, internal or external au-
dit also part of monitoring and auditing. Other than that, appropriate modifica-
tions to system also part of monitoring and auditing that need to encompassed.
Lastly, monitoring and auditing need to encompass documentation of compliance,
monitoring and audit.

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CHARACTERISTICS OF RECORDS

In accordance with ISO 15489, records mush have
four criteria which are authenticity,

reliability, usability, and integrity.

AUTHENTICITY USABILITY

A record is authentic if it can be verified that it is now A usable record is one that can be located, can be
exactly as it was when first transmitted or set aside retrieved, presented, and can be interpreted. The
for retention. An authentic record can be proven to be
what it purports to be; to have been created or sent by record should be capable of subsequent presentation as
the person purported to have created or sent it; and to directly connected to the business activity or
have been created or sent at the time purported.
transaction that produced it. The contextual linkages of
records should carry the information needed for an

understanding of the transaction that created and used
them. It should be possible to identify a record within
the context of broader business activities and functions.

RELIABILITY INTEGRITY

A reliable record is one whose contents can be trusted as The integrity of record is refers to its being complete
a full and accurate representation of transactions, and unaltered. It is necessary that a record can be
activities or facts to which they indicate and can be protected against unauthorized alteration.
depended upon in the course of subsequent transactions
or activities. Records management policies and procedures should
specify what annotations may be made to a record
after it is created, under what circumstances additions
or annotations may be authorized and who is

authorized to make them.

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3 IMPACTS OF RECORDS AS A STRATEGIC BUSINESS
RESOURCE

ECONOMICALLY

Reduces the Operating Cost
An organized filing system help to save cost of handling
such as the cost for filing equipment, space in office and
staff to maintain and organize filing system especially
when it involves with misfiling.
Enhances Reduction of Time Required
A well designed and operated filing system with an
effective index can facilitate retrieval and delivery of
information to users. Apart from that, a good records
management program will eliminate overlapping of
functions and duplication of work.
Controls the Creation and Growth of Records
An effective records management program addresses both
control of creation and records retention, thus
stabilizing the growth of records in all formats.

ENSURE ACCOUNTABILITY

All organizations need to keep records of
business decisions and transactions to meet the
demands and transactions to meet the demands of
corporate accountability and to service their own
information needs.
Poor record keeping will contribute to failures to
meet accountability and other organizational
requirements.

SUPPORT BETTER MANAGEMENT

Records that have support better management can help
any organization in managing the records
effectively, developing strategic plan, effective
decision making, and minimize litigation risks.

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R E C O R DS 31
june2020

MANAGEMENT

PROCESS

INTRODUCTION

The process
of Managing
Records

Indexing

ARMA’S(The
Association OF
Records
Managers and
Administrators)
RULE

“If everything was perfect, 31
you would never learn and you would never grow”.

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IN32 TRODUCTION

Records comprehensive, effective records effective records management process
are kept as long as required management process into their daily contains at least five components: rec-
ord creation, internal and external rec-
and destroyed when retention operations. ord distribution, record usage, record
maintenance, and record archival and
requirements are met. requirements, and Before developing a records management
process, an organization must be able to Illustrate of Record Life-cycle
best practices. Provides guidance on determine what constitutes a record. The
maintenance, retention, and storage

based on their legal, administrative, fiscal record can be stored on paper or
and historical value.
electronically via email, digital file,

Good records management practices database, or spreadsheet. Records also
can be photographs, audio files, or
reduce clutter and streamline workflow. videos. Some examples of record
Many organizations must deal with large classifications are legal, financial,

amounts of information on a daily basis. historical, and daily operations. An

Productive organizations incorporate a

The Process of Managing Records

“Records CAPTURE is the process of REGISTRATION its CLASSIFICATION
management is
knowing what determining that a record should be purpose is to provide system that related to business
you have, where made and kept. This includes both evidence that a record has functions may provide a
you have it and records creation and received by the been created or captured systematic framework for
how long you organization such as correspondence records management. Analysis
have to keep it.” and memos. It involves deciding in a records system. Its for the purpose of developing
which documents are captured, involves recording brief the business activity
classification identifies all of an
which in turn implies decisions about descriptive information organization’s activities and
about the record in a locates them in the framework
who may have access to those of its stated or mandated
documents and generally how long register, and assigning the mission or purposes.
record a unique identifier.
they are to be retained.

Indexing is a mental process of determining the filing

segment by which record is to be stored in an order that follows a
particular system.

Indexing name for filing Divide the filing segment Determine the order of
purposes. into filing units filings units

Select the filing segment. Part of the filing segment Filing unit considered first
(complete name, subject, and may be a word, a in a filing segment is called
number or location) letter, a number or any the key unit.
combination of these

“Developing Leadership Skills with Archival Projects”

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This story can fit 75-125
words.
Your headline is an important
part of the newsletter and
should be considered careful-
ly.
In a few words, it should accu-
rately represent the contents

33

June2020 34
Indexing Rules for Business Names

ARMA (The Association of Rule 3:Punctuation and Pos- Rule 7: Number in Business Names
Records Managers and Ad- sessives
ministrators). Indexing rule Arrange alphabetically any numbers spelled
for business name follow AR- Disregard all punctuation when out in business name. When numbers appear
MA’S Simplified Alphabetic indexing personal and business in other than the key unit in a name (Pier36),
Rules names. Commas, period, hy- arrange the name alphabetically but immedi-
phens, apostrophes, exclama- ately before a similar name without a num-
Rule 1:Order of filing units tion points, question marks, ber. Nest, ignore the letter endings when ar-
slash marks—all of these are ranging digit numbers that contain st, rd, nd,
Index business names as they ignored. Closed-up the letters and th (21st, 2nd, 4th). Moreover, all Arabic
are written using letterheads or words and index name as numerals (2, 3, 4) come before all Roman nu-
or trademarks as guides. Each one unit. Same goes with elec- merals (I, II, III). Lastly, for electronic records
word in a business name is a tronic records system where system, insert leading zero before Arabic
separate filing units. If busi- the computer sorts punctua- numbers of unequal length that will be sort-
ness names contain a person- tions marks before letters. ed. A leading zero is one that is added to the
al name, index the name in Therefore, omit all punctuation front of numbers so that all numbers align on
the order it is written. marks. the right and are the same length. If the long-
est number in the field that will be sorted has
Rule 2:Minor words and Sym- Rule 4: Single Letters and Ab- three digits, then zeros are added to the left
bols in Business Names breviations of smaller number so that all numbers have
three digits (007, 011, 034, 789).
Articles, prepositions, con- When single letters are part of
junctions and symbols in busi- a business or an organization Rule 8:Organization and Institutions
ness names are separate filing name, index the letter as they
units. Index all words in the are written. If a space sepa- Index and file all organizations ad institutions
name in the order they are rates the letters, each letter is a according to the names written on their
written except for the word separate unit. letterhead. ‘The’ used as the first word in a
The. When the word The is name is considered filing units.
the first word in a filling seg- Rule 5:Title and Suffixes
ment, consider it as the last Rule 9:Identical Names
filing unit. Symbols (&, #, $ All title in business names is
etc.) are separate indexing indexed as written. When personal names and names of busi-
also. Spell them out in full nesses, institutions and organizations are
when indexing manually. Rule 6:Prefixes—Articles and identical, addresses determine the correct
(AND, CENT, NUMBERS, DOL- Particles filling order. Although not considered to be
LARS, RINGGIT etc.) indexing units, addresses are a secondary
Combine an article or particle means of distinguishing between identical
in a personal or business name names. Therefore, house number or building
with the part of the name fol- number written as figures in ascending nu-
lowing it is form one filing unit. meric order before alphabetic building name.
The indexing order is not When a street address and a building name
affected by spaces or punctua- are both included in an address, use the
tion between a prefix and the street address and disregard the building
rest of the name. Disregard the name. Post codes are not considered in de-
spaces and punctuation when termining filing order.
indexing names containing
articles and particles.

“INDEXING RULE FOR

BUSINESS NAME FOLLOW

ARMA’S SIMPLIFIED34

ALPHABETIC RULES”

35

FUN FACTS

The History Records Management

In the early history of rec- tossed. There were no for- The Public Record Office was cre-
ords management, there mal processes or legal guide- ated in 1838 to focus on the
were simply no set rules or lines for their destruction. preservation of key public records.
regulations govern- Records were disposed of in Its mandate included making sure
ing records retention. Busi- much the same way they these records were accessible to
nesses and governments were stored; in whatever researchers.
held onto documents ac- fashion best served the busi-
cording to their own individ- ness or government in ques- The Royal Commission on Histori-
ual needs. Practical consid- tion. cal Manuscripts was appointed in
erations like finance, space
and resources played a huge However, efforts were afoot 1869 to
role in determining how rec- to solidify records manage- regulate the retention of private
ords were kept – and for ment best practices. In the records as per the functions of the
how long. UK in the late 19th century, Historical Manuscripts Commis-
three government bodies sion.
As soon as records were no came into effect to pass laws
longer necessary, or if stor- that would regulate the re-
age costs became too costly tention of specific records.
or inconvenient, they were

Special points of inter- The Digital Age Her Majesty’s Stationery Office was
est: founded in 1786 and, since 1889,
has operated as the holder of the
• The History of Rec- Crown copyright and official printer
ords Management of all Acts of Parliament.

• The Digital Age The introduction of comput- els of records management. means that documents can automati-
ers into the business world in he compact disc (CD) also cally be converted into digital files. As
the 1970s changed records became widely available. This we look to the future, the office is
management significantly. allowed businesses to store becoming increasingly paperless and
Word processing software thousands of documents on a reliant on digital solutions. At the
produced volumes of docu- portable disc. Suddenly busi- same time, data privacy and security
ments at a rapid rate. An in- nesses had more office space sit firmly atop the list of challenges
creasing rate of document and fewer costs associated for many businesses – and they must
production and the develop- with paper document reten- now ensure compliance with
ment of document retention tion. In the late 20th century the General Data Protection Regula-
laws stimulated the need for and early 21st century, the tion – the biggest legislative shakeup
even more sophisticated lev- invention of digital scanners of its kind for 20 years.

35

Records Management Process In 36
Business Organization

Access and Security may be restricted to court who frequently submit

Classification it is protect by personal filings and need information

reasonable security information and from the system there must be

and access will privacy, intellectual protection form access to

depend on both the property rights and unauthorized sections of the

nature and size of commercial confiden- system, from submission of

the organization as tiality, security of incorrect data and records, and

well as the con- property (physical, from direct entry of data

“Archives where memory is

preserved and history is tent and value of financial), state securi- records.

made..” the information ty and legal & other
requiring security. It professional privileg-
also can be es. Level 3– For unofficial users,
described as the there must be protection from
level of security Level of Access any access that goes beyond
needed to protect viewing sections of the
In Court Environment system’s data and records.

the information from Level 1– For court

any unauthorized users who individually

Quote of the day: access, collection, have different

“Record stores can’t use, disclosure, privileges on the
save your life. But deletion, alteration system but collectively
they can give you a or destruction. can be enter data and
better one.” - NICK “Access records, access most
HORNBY

classification” apply data records, and

to people, both change some data and
those who are records. The system,
responsible for data and records

managing the access must be protected

-classified records from unauthorized

and others with right access.

to access. Therefore, Level 2– For official
access to records users outside the

“Developing Leadership Skills with Archival Projects”

36

Records Management Process In 37
Business Organization

Identification of Dis- The 3 basic factors for Tracking the systems have to
meet the test of locating any rec-
position Status it is selecting storage sup- ord within an appropriate time
period and ensuring that all move-
usually can be done plies and facilities ments are traceable.

before records crat- which are need for Implementation of Disposi-
tion is the action taken with
ed, before records storage supplies and regards to records as a conse-
quence of their appraisal and the
keeping system are equipment, facility expiration of their retention peri-
od. The implementation of dispo-
designed, before dis- consideration and the sition will be effective and suc-
cessful if the organization could
posal and when re- cost realized. refer to the records retention,
records inventory and destruction
quired. The process Use of the records schedule of the organization.
is a records manage- Records retention is established
“Archives where memory is requires to a disposi- ment transaction that policy and procedure for deter-
preserved and history is may need to be cap- mining what records to keep,
made..” tion authority of a tured by the system where to keep them and how
to form part of the long to keep them. Records in-
more or less formal metadata. Records ventory is to survey conducted to
used include providing find the types and volume of filed
nature depending on record users with records, their location and fre-
search, retrieval and quency of use. Next record re-
the size and nature of display tools and en- tention and destruction schedule
forcing record access to established timetable for main-
the organization and its and security transac- taining records, transferring semi
tion. Use of the rec- active and inactive records to
accountabilities. The ord may affect its ac- storage and destroying records
cess and disposition with short term value.
disposition authorities status.

may prescribe preserva- Tracking of
records usage within
tion, either within the records system is a
security measure for
organization or in a sep- organizations. It en-
sures that only those
Quote of the day: arate archives institu- users with appropri-
ate permissions are
“Record stores can’t tions such as National performing records
save your life. But Archives of Malaysia. tasks for which that
they can give you a have been authorized.
better one.” - NICK Storage without proper
HORNBY storage, records cannot
be retained or kept for

as long as it needed.

Therefore, appropriate

storage conditions en-

sure that records are

protected, accessible

and

managed

in a cost

– effec-

tive

manner.

“Developing Leadership Skills with Archival Projects” 37

38
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plan

DISASTER RECOVERY PLAN

DISASTER RECOVERY OPERATIONAL

BY: LYSCA AJIS (2019328987)

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By Lysca Ajis 14/6/2020
Volume 11, Issue 26

INTRODUCTION

B usiness Continuity is defined as a com-
prehensively managed effort to priori-

tize key business processes, identify significant threat to

normal operation. INSIDE THIS ISSUE

It also include plan mitigation (improvement) strategies to Introduction ............................. 1
Disaster Recovery Plan............. 2
ensure effective and efficient organizational response to the Disaster Recovery Plan……..…....3
Trivago…………………………..……..4
challenges that surface during and after a crisis. Disaster Recovery Operation……5

Therefore, this plan will ensure that all business records are SPECIAL POINTS OF
INTEREST
protected.
• Business Continuity
To prevent a disaster from damaging the business records, • 8 steps to formu-

organization must first recognize the potential disaster such late the plan
• 6 actions for disas-
as fire, theft, water, natural disaster and others.
ter recovery opera-
Therefore to overcome this problem, organizations need to have a Recovery Team Responsibilities. tion
• COVID-19 BCP
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 duty is to handle overall management of rescue operations.

 Supervisor for Rescue Team is assign to assemble, train, and direct work crews.

 Coordinator of Support Services is assign to assemble supplies and equipment.

FUN FACT :  Records Keeper is assign to inventory
control for damage records.

Training and awareness programs should reach all em-
ployees, not just the business continuity “team”
Whether a person is an integral member of a business continuity team or not,
he/she has a role in a company’s business continuity program. Every employee
needs to understand his/her role in emergency / life safety activities, what to
expect during recovery, how to obtain official information, and how the compa-
ny will handle external communications during and after an incident.

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41

D efined as an immediate involvement taken by organization.

Purposely to minimize further loses and to begin the process of
recovery.
There are lots of activities and programs designed to re-establish
critical business functions and stabilize the organization to an
acceptable conditions.
By preparing a recovery plan prior to the disaster, staff must be
able to begin the process of effective response immediately.

Identify types of records (electronic and paper) is to conduct a Establish vital records management program such as
survey of records management and maintain a complete file identify records needed to conduct business under
list. A copy of the file list should be retained or backed up at emergency operating conditions, identify records man-
another location. agement needed to perform or reconstruct the organi-
zation’s most mission-critical functions, identify records
protecting the legal and financial rights of the organiza-
tion, employees and the people it serves, develop and
implement cost effective methods, including off-site
storage, and the application of technology, to protect
and safeguard those records identified as vital from
loss, misuse and unauthorized access and modifica-
tion. Also, develop policies, procedures and a plan of
action to access damage and to begin recovery of any
records that may be affected by an emergency or dis-
aster, regardless of the storage medium.

Identify the risk refers to identifying the most probable threats that Identify alternative storage facilities such as re-
may lead to negative impact to the organization and minimizing the view existing storage facilities and identify if they
risk. Risk management is the practice of using processes, methods are secure and will reduce loss or damage Also,
and tools for managing risk. Risk management process involves identify an alternative location for storage of vital
are methodically identifying the risk surrounding business activities, records computer backups.
assessing the possibility of an event occurring, identifying which
events would cause the worst problems and deal with them first,
understanding how to respond to related events, putting in place to
deal with the consequences, monitoring the effectiveness of risk
management approach control, putting in place to deal with the
consequences and monitoring the effectiveness of risk manage-
ment approach control.

41

42

FUN FACT:

Crisis communications strategies are a
core element of the business continui-
ty program (but often overlooked)

While most business continuity pro-
grams provide some direction to inter-
nal resources during an event, many
lack an organized structure to effective-
ly communicate, both internally and
externally. A comprehensive crisis
communication process addressing the
needs of all stakeholders, both internal
and external, is a key business continui-
ty program element – and essential in

Develop a list of contacts such as develop a contact list Prepare a disaster bin such as acquire tools and
of emergency numbers such as fire, police, hospitals, other supplies to be used in small disasters such
properties, security neighbouring businesses and trades as leaky pipes, small fires, etc. This may include
people, and determine contact numbers of customers, certain tools, gloves, masks, fire extinguishers and
suppliers, distributors and other key parties. fire blankets. Also, to ensure disaster bin is easily

Define roles and responsibilities such as establish a group of staff Draw up an action plan such as develop a
contacts to assist with the restoring (also assign the duties of main- short plan that contains many of the details of
taining the plan so that it is up to date at all times, determine who the above such as numbers both internal and
will be responsible for the various aspects of the plan and who to external, and develop a step by step list of
contact for assistance in restoring an area after a disaster, determine actions for staff to follow in case of disaster
who will be responsible for reviewing the disaster plan at least quar- and circulate the plan to every staff in the or-
terly to ensure it is up to date with contact details, change of loca-

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43

ONLY@ trivago

RM199 PER NIGHT!!!!

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44

Disaster Recovery requires proper operational and technical
support to reduce downtime and guarantee that business activities

resume quickly as possible, whenever dis- aster

occurs.

Security Stabilizing the Assessing the Rehabilitating Ongoing pro- Resumption
and safety environment extent of dam- storage area tection of of operation
age to records and building record
and facilities

FUN FACT :

Continuous improvement is a necessity – getting business continuity “right” takes some time

Building a robust business continuity capability is an iterative process that matures over time. While a comprehensive project can
establish the framework for a strong business continuity management system, regular reviews, exercises and updates are required
to identify and execute continuous improvement opportunities, as well as keep the program aligned with changing business priori-
ties.

Prepare a Business Continuity Use a table ordering system
Plan (BCP) for coronavirus
Run promotions and a customer
Enable food delivery for your loyalty program
business ASAP
Run promotions and a customer
Offer contactless payment op- loyalty program
tions like e-wallets
Level up your branding and social
Use a POS system that allows media game

https://www.storehub.com/blog/coronavirus-covid-19-business-owner-tips/

44

45
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46

June 2020

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47

CUSTOMER SERVICE By
Menzliwaty Elizana

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. The important of customer service is
that must builds good customer relations which are necessary for the success of a
business or organization.

THE HOTEL INDUSTRY IN MALAYSIA

For the hotel industry in Malaysia is characterized by increasing the price competition and its
accompanying failing gross margin. Based on given the mature nature of this type of industry,
coupled with the relatively recent regional economic crisis of 999 and new fears of terrorism,
Malaysian hotels have been increasingly.

Effective customer service is not about sustaining the client. It is about how to
impressing the customer. Every company seems to realize how important customer
service is and have started to find means to develop and measure customer service. An
organization needs to know what customer service are and how are they going to
classify their understanding about the customer service.

 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.

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48

Hotel Pullman Kuching is one of the branch from around Malaysia
which here they provide positive vibes from the stunning panoramic

views of Kuching City and Sarawak River. In order to improve the
growth of the local tourism of industry, the Government of Malaysia

through the Ministry of Culture, Art and Tourism, they have made
an allocation of RM90 to RM100 million to construct the priced
hotels.

 The goals for Hotel Pullman
Kuching, Sarawak where they do
the featuring a selection of
outstanding facilities, restaurants
and bar. Pullman Kuching also
have boost 389 rooms with
uniqueness in mind that are
designed to enrich guests with
precious and exclusive comfort
since inception in 2010.

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49
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50

QUALITY OF
CUSTOMER SERVICE

The key to be a good customer is a building of 50

a good relationships with your customers. You know
what, by greeting them or thank them, being
helpful and promoting a positive and friendly
environment and MOST IMPORTANT giving a
SMILE to them will ensure they leave with a great
impression for us.

Every employees who never deal with public
must exhibit good customer service skills. How
employees treat each other is the harbinger of how
the organization will treat the public. A happy
customer will return often and is likely to spend
more on your business. So, take your time to find
out what are customer’s expectations in a good
customer service.

We as a customer service also must know how
to deal with customer's outcomes. At here, we want
to focus on the customer as a person with a real
need enables them to continually seek the new
ways to improve that customer’s experience. Then,
if we all know the philosophy of this, it will make the
company become known for its superior customer
service and creates an atmosphere rich with
customer focus.

By Menzliwaty Elizana Gerunsin