IMR 625 ISSUE NO. 15

RECORDS MANAGEMENT LOCAL BUSINESS MAGAZINE

UNDERSTANDING BUSINESS RECORDS MANAGEMENT

FOUR MAIN CRITERIA REQUIRED FOR MANAGING RECORDS EFFECTIVE CUSTOMER SERVICE

CLASSIFICATION RECORD SYSTEM

BUSINESS CONTINUITY PLAN











Copy Editor

TABLE OF CONTENTS Editor Background NAJLA WANI AQILAH IZZUDEEN MILA

I II III IV V

CHAPTER 1 NURUL NAJLA (2021907805) 1

Understanding Business Records Management

1 Did You Know What is Record Keeping in The Workplace?

CHAPTER 3 AQILAH (2021906811) 11 Classification System 12 Best Practice for record management 13 4 Tips of organization filing 14 Record keeping Practice 15 Structured filing system

CHAPTER 4 IZZUDEEN (2021560933) 16 Business continuity and disaster recovery plan

2 Types of Business Records

17 What is a disaster recovery plan?

4 Natures of Records

18 Step recovery plan

5 Phase of Records

20 Maintaining and testing 21 Record recovery plan

CHAPTER 2 CHAPTER 5 NURSYAZWANI (2021793925) CHE KU AMILA (2021171651) 6

Records As A Strategic Business Resource

7

Criteria of Managing Records

8

Support Better Management

10

Innovative HRM Strategies During COVID-19

22

The Customer Service

23

What Is The Quality Of Customer Service?

24

How Will Record Management Improve

25

Challenges To Provision Of Quality

The Customer Service Experience?

Customer Service

26

Dimensions Of Service Quality

26

Factors Impacting On Customer Service

REFERENCE

27-28

NURUL NAJLA BINTI MOHD YUSOF 2021907805 31 AUGUST 1997

SE CA

HE STEP IN NT O F S

YOU, N OT

HOLE STA EW IR TH

OF NT O R

BACHELOR DEGREE BUSINESS ADMINISTRATION HUMAN RESOURCES MANAGEMENT

UNIVERSITI TEKNOLOGI MARA KAMPUS SHAH ALAM,SELANGOR

I

FO CU

NURSYAZWANI BINTI

SAIPOL BAHARI ABOUT ME

2021793925

I am a person who enjoys gaming in my free time. I also have a passion for reading about philosophy and constantly expanding my knowledge. I am a dedicated individual who takes initiative, thrives under pressure, and is committed to meeting deadlines. I possess strong teamwork skills and am able to adapt to new and challenging situations. I am reliable, responsible, and consistently put in hard work. 16 SEPTEMBER 1998

UITM SHAH ALAM Bachelor of Business Administration (Hons) Human Resource Management

“A girl should be two things: who and what she wants.”

II

Bachelor of Business Administration (Hons) Human Resource Management

About me

A positive person with a bit charm to follow her dream. Currently finish-up my degree so I can achieve more

"Your dream will come true my dear, just dont give up"

Aqilah Binti Mohd Faudzi 2021908611 27 April 1997 III

Muhamad Izzudeen Bin Mohd Rozy 20 October 1997

2021560933

BACHELOR DEGREE BUSINESS ADMINISTRATION HUMAN RESOURCES MANAGEMENT

Opportunities don't happen You create them

UNIVERSITI TEKNOLOGI MARA KAMPUS SHAH ALAM,SELANGOR

IV

Che Ku Amila Husna Binti Che Ku Mazuan 16 April 1996 2021171651 BACHELOR DEGREE BUSINESS ADMINISTRATION HUMAN RESOURCES MANAGEMENT UNIVERSITI TEKNOLOGI MARA KAMPUS SHAH ALAM,SELANGOR

"Ch a

ter"

e Yourself To Be Be g n t lle

V

IMR 652

Monthly Magazine

UNDERSTANDING BUSINESS RECORD MANAGEMENT

By NURUL NAJLA

The function of Business Records Management is to manage and comply with the business’s compliance procedures required. This field is responsible for the effective and systematic control of the creation, maintenance use and disposition of business records throughout its lifecycle to ensure that they meet their organisational business need. Other than that, this process is an essential element in the business in order to attain the efficiency and economy at one time to preserve the business records by agency as evidence following the guidelines of regulatory requirements. In record management constant development is crucial to be done occasionally to provide an excellent quality of recordkeeping system in the company.

Did You Know What is Record Keeping in The Workplace?

Record could be any details maintained as evidence for any business transactions. TWO FORMS OF RECORDS: The first one is paper form for example minutes, reports, memoranda, correspondence, ledgers, registers, appointment diaries, maps and plans, architectural and engineering drawings, computer printouts and many mores. Next is non-paper form this including microfiche or computer output microfiche (COM) Formats, roll microfilm, photographs, prints, x-ray film, sound recording on disk, audio-visual records, electronic records and much more.

Edition | 2023

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TYPES OF BUSINESS RECORDS

WRITTEN By NURUL NAJLA

ADMINISTRATIVE Administrative records consist of proper documentation of the organization, functions, policies, decisions, procedures, and essential transactions of the organization. This record is designed to provide information to protect the rights of this state and of persons directly affected by the agency’s activities. These records include audit reports for internal, audit reports for public and private organization, organizational charts, system and procedure records, inventory card, minutes of meetings, correspondence inward and ACCOUNTING & FISCAL outward. Accounting records are all the documentation involved in the preparation of financial statements that relevant to audits and financial reviews. Fiscal records is the summarize and provide evidence of business transactions. The examples of this records is accounts payable ledger, accounts receivable, balance sheets, financial statement, fixed capital records, capital expenditure statement, net other current assets or liabilities, cheques and bank statement. CORPORATE These records are required by the organization to show that it is functioning according to the rules of the Internal Revenue. The records show the organizations background and condition. Records involved are general permits to do business, incorporation records, certificates, cash books, stockholder reports, treasures, auditors, reports to security and exchange commission. Executives Executives records are used to describe about the administration of the company and all the information that shows about the organization. These records include speeches, publications policy statements, directives, project, ideas, notes, and research reports.

Legal Legal records can be used to protect the rights of an individuals or an organization whenever it comes to any legal proceeding. Here are the examples of legal record, copyright, mortgages, trademarks, patents, affidavits, charters, claims and litigation of torts and breach of contract.

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Manufacturing Manufacturing record are all the documents related to the entire manufacturing process including manufacturing instructions, deviations, test results, bills of materials and more. The example of manufacturing record is inspection reports, production reports, job records, operating reports, quality control reports, order reports, receipts, tool control work order and delivery.

Personnel Personnel records are the document of contractual relationship between employer and employee, it also related to the employee’s career history in the organization. This record includes, applications, terminations, attendance records, daily time reports, earning records, employee service records, employee contracts, payroll records, pension plan, disability and sick benefits records.

PURCHASING Purchase record is the details items a buyer decide to purchase from a

seller at certain cost. This record also keeps all the information that relates to purchase, lease or hire of significant stores and equipment. Those record are bids, awards, purchase orders, purchase requisitions, quotations, vendor contracts, purchase invoice, receiving reports and receiving slips.

SALES

TAXATION

Sales records is all information whether paper or electronic form, that have been used as evidence for the sale of goods or services. This record is basically related to the proceed of selling and buying. These records include claims, discounts rates, guarantees, warranties, sales invoices, orders filled and price lists.

Tax records means any documentations relating to the tax including tax return, tax return workpapers , tax contests or any other books of accounts or records are required to be maintained under applicable Tax Laws. Generally, these records are related to the amount assessed as tax or the revenue gained from tax. This record including excise reports, exemption status, tax bills and statements, tax exempt sales, tax return and working paper.

How Long Should You Keep Business Records?

volume ii

According to the Section 82 of Income Tax Act 1967 and section 245 of Companies Act 2016, keeping sufficient records are mandatory required in Malaysia. For accounting entries for each transaction, the company should be recorded within 60 days of the transaction. The company is required to keep sufficient records for seven years.

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NATURE OF RECORDS By NURUL NAJLA Static The function of static record is to indicate a fixed data record. This record data is the data that cannot change after being recorded. Statistic record is a fixed data set. If this record is altered or manipulated this will no longer present an originality of the document. A static record format includes paper, electronic record, minutes meeting and many more. Authoritative Authoritative record is important elements of record management, with authenticity it will prove that a record is reliable and trustworthy. Future users of the record must be able to determine that there is no changes or alteration has occurred to the records. In the analogue world, authenticity can be proved by signatures, seals, and office stamps. This is a few examples that can be as an indicator of the official nature of records. Unique Records are unique when the records are maintained in their proper context. They are a component in a unique compilation and sequence of reports. This record is meaningful because this record is created throughout the particular transaction process. The records make sense within the context of the overall functions and activities of the personal or group that developed or utilized the records. Authentic The meaning of authentic records is a record that can be proven to be what they claim to be. These records are considered by the creators to be their official record. This record needs to preserve without any alteration that would impair its use as the authentic records. An authentic record can be proven that it is exactly still the same as it was first transmitted for keeping.

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Phase of Record

By NURUL NAJLA

Current Records Current records or also known as active records are the documents that are still actively being used by current business of agency or personnel. It also normally referenced on daily or monthly basis. These records are usually in handy place within the office because this record is used frequently.

Semi-Current Records This record is also known as semi-active records are needed only infrequently for the conduct of current business. Semi-current records record usually be maintained in records center or other offsite intermediated storage pending their ultimate disposal.

Non-Current Records This record also called as inactive records, this record are no longer referenced on regular basis and tend to be stored in less accessible place since this records are not used frequently. This record is no longer essential for the conduct of current business. Usually records become inactive when they reach their cut-off as defined on Records Retention Schedule.

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THE ULTIMATE LIST OF

RECORDS AS A STRATEGIC BUSINESS RESOURCE By NURSYAZWANI

What are strategic resources? Resources are crucial for a business organization's success. They aid in decisionmaking, operations, and the application of policy by bringing information and insight to bear on the past, present, and future. In Business System Analysis (BSA) and Records Management, analyzing an organization as a system is part of the analysis, which is a framework for analysis. Identification, definition, and indepth analysis of the component or components of a business system or organization are all part of the development of business activities analysis. For instance, the organization's objectives and plans.

Second, the organizational activities that assist in pursuing these objectives and goals. The next step is understanding how the organization works and how various tasks, positions, people, structures, and other factors interact. In additional, the organizations' actions that make up the functions. The analysis offers the fundamental framework for creating recordkeeping tools that aid in decisions regarding the production, capture, control, storage, disposal, and accessibility of records.

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These are the criteria required for managing records.

Authenticity Organizations should implement and document policies and procedures that regulate the creation, receipt, transmission, maintenance, and disposition of records to ensure that record creators are authorized, identified, and protected from unauthorized addition, deletion, alteration, use, and control. This will help to ensure the authenticity of the records. For instance, it is possible to date-stamp, register, and file a letter received in an office. The letter's file is monitored during its usage and kept in a records office when not in use. There are several ways for one to be proven authentic, to have been created, or sent at the time purported.

Reliability A dependable record is one whose contents can be relied upon throughout later transactions or activities and can be trusted as a complete and accurate account of the transactions, activities, or facts to which they refer. By making and keeping records of the system's usage, the records system's dependability should be documented.

Usability A helpful record can be identified, retrieved, presented, and interpreted. It should be capable of subsequent presentation closely tied to the business activity or transaction that produced it. The contextual links of records should convey the information needed to understand the marketing that was created and utilized them. Identifying records within broader company operations and roles should be feasible. Records should be linked together to show a progression of activity.

Integrity A record's integrity is defined as its completeness and authenticity. An official record must be shielded from unauthorized alterations. Records management rules and procedures should outline the kind of additions and annotations that may be made to a record after it has been generated and who is permitted to make them. Any approved modification to a record, including annotation, addition, or deletion, should be stated and verifiable.

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SUPPORT BETTER MANAGEMENT MANAGING RESOURCES EFFECTIVELY The success of identifying records as a strategic resource depends on resources including people, knowledge, space, equipment, money, and payroll. As a result, if a systematic records management programme is implemented inside the business, resources can be managed effectively and efficiently. Managing resources effectively

DEVELOPING STRATEGIC PLAN The managers will be able to identify the mission, goals, and objectives of an organisation, as well as its needs, resources, and capabilities, with the aid of effective records management based on a systematic records management programme.

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EFFECTIVE DECISION MAKING Managers and executives might benefit from having easy access to the information they need with the use of a records management platform. Additionally, it prevents the loss of record control. As a result, managers and executives can monitor the company's development and make wise decisions.

MINIMIZE LITIGATION RISKS The risks of lawsuit and potential fines can be decreased by correctly managing records. By ensuring that documents are systematically and regularly disposed of in the regular course of business, a records management programme helps limit the liabilities related to document disposal.

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INNOVATIVE HRM STRATEGIES DURING COVID-19

A

study looks at the methods employed by human resource managers to stop the spread of COVID-19 in organizations and provides an overview of the literature on COVID-19 and HRM.

Additionally, it's vital to employ a flexible system and focus on organizational performance, professional development, employee job performance, employee satisfaction, social and professional relationships, personal and professional performance, work motivation, and IT culture throughout the pandemic.

According to a study, COVID-19 issues include organizational difficulties, social behavior changes, and economic shock. The strategies employed to address COVID-19 include flexibility, the use of cyberspace for work-related activities, staff safety, a focus on working conditions, employee development and motivation, the provision of training courses, the use of creative means to support employee health and wellbeing, the use of creative fun activities, ensuring efficient and remote working, strengthening internal efficiency and talent management, and employee participation and decisionmaking. Any organization's primary objectives are to confirm its existence, welfare, and efficient management of its people resources. Therefore, practical and wise human resource management is crucial in this epidemic.

This study aimed to review articles related to human resource management and COVID-19 and presents a conceptual model of sustainable organization to overcome the challenges of COVID-19. However, it faced some limitations, such as the small number of studies on this topic and only English language articles being reviewed. The study only focused on articles indexed in 3 primary databases and did not consider other sources of information, such as websites. The study suggests further studies to be done, such as empirical research on the challenges of human resources during COVID-19, innovative strategies for managing human resources during COVID-19, studying the experience and lessons of clinical organizations, qualitative study of health professionals for human resources management during the crisis, and studying the strengths and weaknesses of human resources management for managing COVID-19 in developing countries.

To ensure survival, it is advised that financial and business enterprises utilize innovative people management strategies.

VOLUME II 2021793925

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CLASSIFICATION SYSTEM WRITTEN BY:

AQILAH BINTI MOHD FAUDZI

Systematic identification and arrangement of business activities and records into categories according to logically structured conventions, methods and procedural rules represented in a classification system. It is essential because we can segregate value records from records of little or no value. At the same time, the value of specific information can be subjective depending on the goals for seeking detailed information. An excellent record-keeping program is a skill of consistent record classification system in an organization. This helps to improve the efficiency and effectiveness of managing, storing and accessing the records and ensuring that they are appropriately stored. Record classification is essential to protect sensitive or confidential data, handle large volumes of data in a structured way, ensure the record is correctly classified according to the organization's policies and procedures and improve the time spent searching for documents, sorting and filling them. There are many record classification systems, but the top three that many organizations have used are a business function, record class and record type.

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Best practice for record management ·is to categorize records into official and copy ·Establishing a system that requires employees to classify and retain emails that are official records. ·Identifying vital or mission-critical records essential to protect the financial, legal and operational interest ·Taking a system of "hold" before disposing of the history when allowed to do so to cater such as audit or government investigation

·Re-examining the record for the possible update. At least once every two years

·Backup data

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1) Simplify your file plan scheme - Use any classification code subsets. It is a task to continuously drill down to aggregates of aggregates to find the right classification. This analysis which can aggregates to group and which shouldn’t be broke down. By breaking down means if only functional activities seem too broad, the volume of records they fall under are so high that make it so hard to navigate or when the schedule are significantly different.

4 TIPS TO IMPROVE ORGANIZATION FILLING 2) Create Cheatsheet for user ·A quick analysis of the end user’s type of document they usually generate. Create a list for the user to use as reference and can share a similar job responsibility

3) Consider an intuitive solution Using a software to configure out the document. For example, project manager create a contract document and inputs a contract number that transfer to software online shared to every that has similar job responsibility. Is it great?

1) Use easily recognized code - file code should be easy to recognize. Whether it use numeric or alphabetic code, it must be easy to identify because it use by end user as part of their work ·Using Acronyms and abbreviations are a lot easier to recognize. These because they adopted organization – wide. Incorporate them as part of the classification code. ·Incorporate unique identifier or device numbers that the organization uses to specify any procedural. The fewer number or codes user become familiar with and a lot easier to adopt.

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RECORD KEEPING PRACTICE

The first step-developing record is taking an inventory by an accurate listing of contents of all history in the organization. Second step -by grouping according to business functions, record class and record type

Joint business function – operations, finance, legal, marketing and administration record class- broken down an instance in record classes. Account payable and account receivable Irecord type – a further subdivision of record classes. Account payable ageing report Indexing includes subject matter based on content or content, record creator, intended recipient, and date of creation. The access policy should define as -the extent of access to records for each employee -an authorization process that included checks access policy before retrieval of records - a means to record and track -to help maintain confidentially and prevents unauthorized disclosure or data theft. The best practice for record management ·is to categorize records into official and copy ·Establishing a system that requires employees to classify and retain e-mails that are official records. ·Identifying vital or mission-critical records essential to protect the financial, legal and operational interest ·Taking a system of "hold" before disposing of the history when allowed to do so to cater such as audit or government investigation ·Re-examining the record for the possible update. At least once every two years ·Backup data Disposal records can save valuable space and effort but also reduce risk and serve evidence of an organization's good faith in attempting to conform to the law. Best practice in records disposal ·Establishing standard disposal policies according to the organization ·Instituting a system of final checks by the relevant personnel to determine whether the records are required ·Instituting annually organized purges of off-site records ·The appropriate method of disposal is by records class or media. Records need secure shredding to prevent slippage of confidential information or personal data

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STRUCTURED FILING SYSTEM

L

CLASSIFIED USING THE CATEGORIES BELOW

Product Catalog

THE PUBLIC/ OPEN NO RESTRICT ON THE INFORMATION THAT CAN BE SHARED AND VIEW BY MANY PEOPLE IN THE ORGANIZATION THE INTERNAL USE INFORMATION CAN BE DISCLOSED AND SHARE WITH APPROPRIATE INDIVIDUAL WITH MINIMAL RESTRICTION THE SENSITIVE CATEGORY MEANS THE RECORD MUST BE PROTECTED. LOSS OR UNAUTHORIZED DISCLOSURE CAN BRING SOME HARM TO THE ORGANIZATION THE PROTECTED CATEGORY MEANS HIGHEST LEVEL OF PROTECTION. ANY LOST DATA CAN CAUSE HARM TO INDIVIDUAL OR SERIOUS IMPACT TO AN ORGANIZATION WRITTEN BY:

AQILAH BINTI MOHD FAUDZI

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Business Continuity and Disaster Recovery Plan Written By Izzudeen

When unforeseen occurrences occur, firms use business continuity and disaster recovery plans (BCP and DRP) to secure their data. A variety of resources are required for business, including staff, infrastructure, and technology. A disaster can strike at any time, and a company must be ready for it. A good plan will take into account a variety of issues, including the effect and scope of the disaster.

Environmental circumstances, system or equipment failure, or man-made disasters can all create disasters. Incident response is a phase that prepares a team to manage any incident that may arise at any time. A disaster recovery plan is a strategy meant to recover all critical business functions in a short period of time during a disaster.

A business continuity plan (BCP) helps in the continuation of operations following a crisis. The disaster recovery plan (DRP) focuses on getting the systems up and running as quickly as feasible and in a fair length of time. Understanding the distinctions between the two plans and carrying them out separately but concurrently will allow companies to have a different perspective on the outcomes of both plans.

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WHAT IS DISASTER RECOVERY PLAN? Written By Izzudeen

A disaster recovery plan is a thorough procedure for recovering data or a system in the case of a major disaster. This plan covers aspects such as which files and systems must be backed up, as well as the frequency and techniques for doing so, as well as the strategic position of the storage in a different site. A business continuity strategy specifies how a corporation recovers and restores vital business processes and systems following a disaster or prolonged disruption. The distinction is that a disaster recovery plan relates to recovering data and retrieving backups, but a business continuity plan refers to resuming company activities and areas connected with running the firm.

A disaster can never be predicted or detected, therefore we as a corporation must either be prepared for it or be prepared to shut down. As the competition grows, a firm cannot afford to fall behind by not providing a strong contingency plan. BC and DR strategies improve responsiveness and ensure that personnel make sound decisions during crises. Within three years of a tragedy, seventy-five percent of businesses cease operations. Employees, clients, and other visitors to the organisation may be injured or killed as a result of a disaster. The biggest consequence of disasters is loss of production; even if the organisation survives the disaster, it must compromise on at least one of its missionvital operations.

Companies should consider developing a business continuity and disaster recovery plan (BCP) since we never know which event will turn into a disaster or which disaster will strike next. The data on disaster losses are concerning, and should act as a wake-up call for IT experts and company executives. A disaster recovery strategy is considerably more than just data backups, and most firms who held this misperception have now altered their thoughts. Concentrates on disaster recovery site selection, which is critical for continuing corporate activities even after a disaster.

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Written By Izzudeen

Disaster Recovery Plan A disaster can take various forms, including a hostile cyber-attack, staff sabotage, human mistake, and even natural disasters like on-premise fires and floods. Businesses may swiftly transition from a disaster to a continuity of operations with the support of a continuity strategy, depending on the situation. (Prescient Solutions, 2022)

1. What exactly is a disaster? Disasters are severe interruptions to a community's functioning that surpass its ability to manage using its own resources. Natural, man-made, and technical risks, as well as many elements that impact a community's exposure and vulnerability, can all generate disasters.

2. What is a Business Continuity Plan (BCP)? A Business Continuity Plan is a complete collection of measures that enable each business unit to restart business processes. Within three years of a significant tragedy, up to 75% of firms collapse. Understanding your workers' requirements throughout an unforeseen tragedy is critical. A solid BCP begins with an effective Disaster Recovery Plan. 3. What is a Disaster Recovery Plan (DRP)?

A Disaster Recovery Strategy (DRP) is a collection of processes and accompanying documentation that enables an organisation to restore its core IT services ( for example, applications and infrastructure) as part of a larger business continuity plan. We provide a realistic strategy for developing a clear and actionable DRP.

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DISASTER RECOVERY PLAN Defined as an immediate involvement taken by the organization. Purposely to minimize further losses 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 condition. By preparing a recovery plan prior to the disaster, staff must be able to begin the process of effective response immediately defined as an immediate involvement taken by the organization. Purposely to minimize further losses 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 condition. By preparing a recovery plan prior to the disaster, staff must be able to begin the process of effective response immediately

Written By Izzudeen STEP 1

STEP 5

identify types of records (electronic and paper) to conduct a survey of records management and maintain a complete file list. A copy of the file list should be retained or backed up at another location

Develop a list of contacts such as develop a contact list of emergency numbers such as fire, police, hospitals, properties, security neighbouring businesses and tradespeople, and determine contact numbers of customers, suppliers, distributors and other key parties

STEP 2 Establish vital records management programs such as identifying records needed to conduct business under emergency operating conditions, identifying records management needed to perform or reconstruct the organization's most mission-critical functions, and identifying records protecting the legal and financial rights of the organization, 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 modification. Also, develop policies, procedures and a plan of action to access the damage and to begin recovery of any records that may be affected by an emergency or disaster, regardless of the storage medium

STEP 3 Identify the risk refers to identifying the most probable threats that may lead to negative impacts on the organization and minimizing the risk. Risk management is the practice of using processes, methods and tools for managing risk. The risk management process in- evolves are methodically identifying the risk surrounding business activities, 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 management approach control

STEP 4 Identify alternative storage facilities such as review existing storage facilities and identify if they are secure and will reduce loss or damage Also, identify an alternative location for storage of vital records and computer backups

STEP 6 Prepare a disaster bin such as acquire tools and other supplies to be used in small disasters such as leaky pipes, small fires, etc. This may include certain tools, gloves, masks, fire extinguishers and fire blankets. Also, to ensure the disaster bin is easily accessible and all staff are aware of the location

STEP 7 Define roles and responsibilities such as establish a group of staff contacts to assist with the restoration (also assign the duties of maintaining the plan so that it is up to date at all times, determine who will be re- responsible for the various aspects of the plan and who to contact for assistance in restoring an area after a disaster, determine who will be responsible for reviewing the disaster plan at least quarterly to ensure it is up to date with contact details, change of location, and determine who will be responsible to inform all staff when a disaster occurs, in- cluding after office hours

STEP 8 Draw up an action plan such as develop a short plan that contains many of the details of the above such as numbers both internal and external and develop a step-by-step list of actions for staff to follow in case of disaster and circulate the plan to every staff in the organization

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MAINTAINING AND TESTING

Written By Izzudeen

Many organisations are currently undergoing unprecedented levels of transformation. It is critical to monitor changes in the company and its external environment to maintain continuity in the case of a crisis. For future-proofing, test your business continuity strategy end-to-end on a regular basis. Periodic, unannounced "emergency" testing will allow you to witness the plan in operation and ensure that personnel know how to respond to a true disaster. A third-party audit will verify whether the strategy complies with the internal regulations of your firm.

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RECORD RECOVERY PLAN Written By Izzudeen

A business continuity plan is a strategy. It guarantees that activities continue with minimal interruption or disturbance in service. A corporate disaster recovery strategy will restore data and critical applications if the systems are affected by a disaster. It is critical that the two planning strategies be reconciled. If you do the majority of your company transactions online, data security should be your top priority. Your transactions might be halted if you lose all or any of your data. You couldn't charge customers, pay suppliers, or access inventory information. Your strategic intelligence will vanish. You must determine how long you can wait until the agony returns to normal. You must weigh the delay against the costs of planning and implementation. Fortunately, trustworthy professional service providers and consultants understand how to accomplish so. They will respond to your concerns in a cost-effective and consistent manner.

"THE PURPOSE IF BUSINESS IS TO CREATE AND KEEP A CUSTOMER

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THE CUSTOMER SERVICE Written By Che Ku Amila Customer service can be defined as a person's ability to communicate directly with customers while simultaneously acting as a representative of the company for which they work for interacting with suppliers of goods or services. It is essential for customer service to determine the most effective method for encouraging positive interactions with its customers because it can assist the company succeed. Customer service is responsible for aiding customers who have questions about the company's goods or services and assisting them in finding solutions. Customer service representatives must be well-trained and knowledgeable about the company's goods and services to persuade costumers to buy the goods and services they are offering them. With the company's excellent customer service, the customer will be able to return. When dealing with a problem and interacting with the customer, customer service representatives must act professionally and with patience. Even if customer service encounters customers who are extremely picky in some circumstances, it is crucial for the customer service to be able to handle the problem with grace by being able to manage their patience and act as a professional while maintaining a smile on their face.

Customer service representatives must have excellent communication skills while communicating with customers. By having excellent communication skills, customer service representatives may confidently respond to the customer's questions and convince the customer with their skills. Customer service representatives must always be positive and ensure that the customer is pleased with the service they provided.

CUSTOMER SERVICE " The practice of providing existing and potential customers with support to enhance their satisfaction with the company and its products or services". (Mitchell Grant)

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WHAT IS THE QUALITY OF CUSTOMER SERVICE? Written By Che Ku Amila

Through the company's customer service, customers can determine whether they will be classified as satisfied or dissatisfied customers with the goods and services that the company delivers. In order to provide quality customer service, we must be knowledgeable and approachable toward our customers. We must also create strong relationships with our customers so that they feel at ease around us because of our good hospitality. Additionally, we must be able to handle complaints and respond to customer problems rapidly. To enhance the customer's experience with us, we must be capable of comprehending their wants and establish good communication with them to be able to provide them our goods and services. Along with knowing customer wants, we must serve them well to ensure that they are satisfied with the goods and services we provide. As we all know, having customers helps a company to expand since customers are one of the best resources for promoting our goods and services. When we provide the quality of customer service, we will encourage repeat customers and build customer loyalty. Making ensuring that customers feel respected, treated properly, and appreciated by our company is another aspect of providing quality customer service.

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HOW WILL RECORD MANAGEMENT IMPROVE THE CUSTOMER SERVICE EXPERIENCE? Record management is one method that can be used to improve the customer service experience. This will help customers feel more confident in the skills of the company and the quality of the product or service that is being offered. With the assistance of record management, the customer service staff will have quick, affordable access to reliable information.

Written By Che Ku Amila

Faster Response Times

Improved Cost Efficiency

Customers will always be concerned with how

Through

quickly and professionally we respond to their queries. Frequently, the customer will have to wait a while as customer service searches for

productivity and operational performance, customer service can receive a cost-effective method of storing information. The record management can be able to perform that task

the information, which results in poor customer service and negative evaluations. We will be able to promptly answer to customer

for customer service, so they would not have to waste their time searching through hundreds of records or spending time arranging the documents. The ability to retrieve the

enquiries by keeping track of all the information needed using the goods record management. The customer would not feel frustrated since they would not have to wait too long for us to respond to their inquiries because we have all the data we require at our fingertips. This can only be done when all the records are up to date and accurate, and it will keep customers satisfied because we respond to their inquiries quickly.

necessary data quickly and efficiently will always be a strength of record management, which will be able to provide the customer service with the important information. Additionally, it can boost efficiency, reduce on operating costs, and save time while ensure that customer service is concentrated on what is required to meet their customers' needs.

Access relevant customer information As part of the record management structure, providing the customer service staff reliable and updated information can help them respond to customer inquiries more promptly. Once customer service obtains the relevant data, which has already been recorded, they will be able to decide right away.Due to easier access to information, customer service will not waste time searching for information regarding customers and will instead be able to do it in a shorter amount of time and improving the customer service experience.

record

management,

which

also

increases

Reduces paperwork The fact that electronic records are far easier to find and handle than the piles of paper stored away in filing cabinets indicates that almost every company will switch to this medium for its documentation. By setting up a records management system, we can decide which document is crucial to fill out and ensure that there would not be any duplicate copies that may occur in the systems. The quantity of documents and the amount of storage space needed can both be managed. When there is less paperwork to search through, customers will wait less time while being served and customer service will be more productive. Conversely, if there is a lot of paperwork to be searched through, customers will complain that they must wait too long to be served.

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WRITTEN BY CHE KU AMILA

CHALLENGES TO PROVISION OF QUALITY CUSTOMER SERVICE. Most customers will never be completely satisfied with the customer service provided to them, especially when dealing with the fussy customer. When a customer service employee provides a service that falls short of what the customer expects, the service will be considered unsuccessful and the customer service employees will face a significant challenge in ensuring the delivery of quality customer service. If a customer service representative wants to provide excellent service and provide great customer service, they must comprehend their customer and meet their expectations and desires. As an example, if a customer receives poor service from a company, the customer is likely to become offended right away and develop a negative view of the company whereas a customer who receives good service will be pleased, compliment the goods offered to them, and will undoubtedly be able to return as they received excellent good service from the company. There are numerous challenges that the company must handle and overcome to obtain high-quality customer service.

LACK OF COOPERATION FROM CUSTOMERS

CALIBER OF RECORDS OFFICERS

SECURITY AND PROTECTION OF ARCHIVES AND RECORDS

RETENTION SCHEDULES

LACK OF VITAL RECORDS MANAGEMENT TOOLS

INADEQUATE AND POOR STORAGE SPACE

INADEQUATE STAFF

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DIMENSIONS QUALITY

OF

SERVICE

Written By Che Ku Amila

To put it simply, service quality refers to how well a company's customer service meets the expectations and needs of its customers. By understanding how to measure them and using the dimensions of service quality, it is able to enhance the customer experience and captivate the attention of the customer.

Reliability (Dependable,Accuracy, Performance) Responsiveness (Helpfulness, Promptness) Tangible (Physical facilities, Equipment,Personnel ,Communication Material) Competency (Qualification, Professional Training, Skills) Communication (Keeping customer inform, Listen to customers) Empathy (understanding of how others feel and experience things) Assurance (Guarantees and promises we provide to customers) Courtesy (Politeness, Respect, Consideration, Kindliness)

FACTORS IMPACTING ON CUSTOMER SERVICE Customer Strategy To ensure customer happiness and win their loyalty, companies must be able to comprehend customer needs and retain strategies

·Customer segmentation ·Service standards ·Sensitization workshop and orientation programs ·Marketing of services ·Feedback from customers ·Dealing with customer complaints

Channel Strategy To make it simple for customers to access services

Product Strategy It is a method of ensuring that customers are involved at every stage of the process and that products and services are matched with their needs and preferences.

·Customer needs ·Consultation of customers ·Availability of the product needed by customers ·Promptness of the services

Infrastructure strategy It involves both technology and human resources

·Human resource ·Expected behavior of service providers ·Atmosphere ·Tangibles ·Technology

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Causey, A. (2019, April 17). Improving customer service experience with records management. Retrieved from Openkm: https://www.openkm.com/blog/improvingcustomer-service-experience-with-recordsmanagement.html Grant, M. (2022, April 7). What Is Customer Service, and What Makes It Excellent? Retrieved from Investopedia: https://www.investopedia.com/terms/c/customerservice.asp How to deliver quality customer service. (n.d.). Retrieved from Seismic: https://seismic.com/enablementexplainers/how-to-deliver-quality-customer-service/ Klokkenga, B. (2020, November 9). How to measure the 5 dimensions of service quality. Retrieved from https://www.getfeedback.com/resources/cx/how-tomeasure-the-5-dimensions-of-servicequality/#:~:text=The%20five%20service%20quality%20dime nsions,responsiveness%2C%20assurance%2C%20and%20e mpathy. Winder, L. (2019, February 4). Top Customer Service Challenges and How to Overcome Them. Retrieved from Quiq: https://quiq.com/blog/top-customer-servicechallenges/

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Contributor, T. (n.d.). records management. Retrieved from Tech Target Content Management: https://www.techtarget.com/searchcontentmanagement/definiti on/records-management-RM Digital Perservation Coalition. (n.d.). Retrieved from Preserving the Authoritative Record: https://www.dpconline.org/docs/knowledge-base/1860-dpnote-9-preserving-the-authoritative-record/file Record Integrity and Authenticity. (n.d.). Retrieved from National Academies Press: https://nap.nationalacademies.org/read/11332/chapter/7 Record keeping 7 years Malaysia. (2021, May 5). Retrieved from Thk Management Secretarial Advisory: https://m.thks.com.my/ Records Managemnent Service :What are active and inactive records? (n.d.). Retrieved from University of Washimgton: https://finance.uw.edu Static & Dynamic Record. (2019, December 28). Retrieved from https://www.linkedin.com/pulse/static-dynamic-recordinnovative-appz Kim. E (2022, July 21) The Importance of Records Classification & Tips to Improve Filing Accuracy. Retrieved from https://blog.collabware.com/2012/11/20/record-classification Haissam Abdullah (2022, December 4) What is Records Classification? Why is it Important? Retrieved from https://theecmconsultant.com/records-classification/ Azizi, M. R., Atlasi, R., Ziapour, A., Abbas, J., & Naemi, R. (2021). Innovative human resource management strategies during the COVID-19 pandemic: A systematic narrative review approach. Heliyon, 7(6), e07233.



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