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SMART HANDBOOKMOHAMAD FAIZAL BIN ABDUL AZIZ (2014756899) MUHAMMAD IZZUDIN BIN AWANG (2015144987)

Table of ContentsA c k n o w l e d g eme n t Chapter1 Chapter2 Chapter3 Chapter4 Chapter5 Conclusion References

Acknowledgement First of all, We are grateful to The Almighty God for establishing us to complete this pairwork assignment.We wish to express sincere thanks to Dr. Nurussobah, for providing us with all the valuable guidance andencouragement extended to us. We also thanks to our parents for their unceasing encouragement and support.Last but not least, many thanks to our classmates andfriends for sharing ideas and information. Without helpsof the particular that mentioned above, We would face many difficulties while doing this. 1

CHAPTER 1 Introduction to Business ManagementLeARNING OBJECTIVE1. To know about the Business Record.2. To know about Management3. Know about Basic management4. To know about Business Record Management5. Determine types of Business Record 2

What it businessStephenson defines business as, Management \"The regular production or purchase and sale of goodsundertaken with an objective of earning profit and acquiringwealth through the satisfaction of human wants. (Gauvan, 2011) Management is the organizational process that includes strategic planning, setting objectives, managing resources, deploying the human and financial assets needed to achieve objectives, and measuring results. Management also includes recording and storing facts and information for later use or for others within the organization. (Knowledge Management Terms,2009) 3

Business Record 4 The term “business records”applies to records of every kind of business enterprise,profession, occupation, calling, institutional operation, orgovernmental activity, whether profit or nonprofit (Brook,2014) Business record management Records Management is the control of your business records from their creation to their disposition. A business record can be a record of an event or transaction, document, or a log. Whatever type of document or record it is, a record is the final and unalterable version, hence the concept of a “record. (Docuvantage,n.d)

Process of managementPlanPlan requires looking into and Organizeunderstanding the present state Organization combines theof the company or department and resources available to the teamdeciding where you want the or company. These resources mightcompany or department to be. include money, talent,(Thorn, 2012) technology, or tools.(Thorn, 2012). ControlControlling involves evaluating Leadingthe efforts of the organization in The manager responsible to goal achievement. Through this leading manage the resources and takes risk and for theprocess, predictors are in place and crisis can be prevented organization mission, vision, goal and/or averted.(Thorn, 2012) 5

Control System of Business RecordsBusiness processA business process has also been defined as Business Recorda set of activities and tasks that, oncecompleted, will accomplish an The term “business records”organizational goal.  The process must applies to records of every kind ofinvolve clearly defined inputs and a single business enterprise, profession,output. (appian,n.d) occupation, calling, institutional operation, or governmentalMONITOR activity, whether profit orAGAINST nonprofitSTANDARD (Brook,2014)Compliance is defined as 'adhering to therequirements of laws, industry andorganizational standards and codes, CORRECTprinciples of good governance and DEVIATIONaccepted community and ethicalstandards'(State Archives,2016) Deviations are captured in real time, with associated screenshots and tester notes added to the record.Deviation summaries are generated automatically, and tracking and metrics tools 6allow for continual process improvement and enhanced Quality Control.(ofnisystem,2013)

Types of Business RecordAdvertising Administrative The record promoting about The record use every day in services and benefit from daily operation of organization company to the customer. Example: Organization chart,Example: Drawing and artwork Business transaction Accounting records Bank statementsAccounting records document Bank statements are records of allyour business’s transactions. your accounts with the bank.Example: Tax and income tax Example: records of your checking, return savings, investments, and credit (Cameron, 2016) cards.(Cameron, 2016) 7

Types Business OrganizationSole Proprietorship sole proprietorship is a business owned by one person, hence the word sole, meaning one and only. (study,n.d)PartnershipA partnership is a business ownedby two or more people.(study,n.d)corporationLegal entity owned by stakeholder.(study,n.d) 8

Key  Stakeholders in a BusinessStakeholder: Who spent money in the organization Creditors Employeesindividuals have loaned their money to the The interests of employees are tied to thecompany -- either as cash or by supplying well-being of the company. When araw materials for production.  company is doing well, employees' jobs are secure. Government (Jain,2017)Government also is a key stakeholder in a 9business. The government needs to knowthe exact financial condition of thebusiness to calculate the amount of taxesowed.

Marketing“Marketing is the processby which companiescreate customer interestin products or services. Itgenerates the strategythat underlies salestechniques, businesscommunication, andbusiness development.Marketing ResearchSearch the market can give and make moneyfor company 10

Marketing Research TechniqueSURVEYWith concise andstraightforward questionnaires,you can analyze a sample groupthat represents your targetmarketFocus groupsa moderator uses a scriptedseries of questions or topics tolead a discussion among a groupof people. it takes at leastthree groups to get balancedresults.Field trialsPlacing a new product in (allbusiness,2015) 11selected stores to test customerresponse under real-life sellingconditions can help you makeproduct modifications, adjustprices, or improve packaging

Marketing Mixrefers to the set of actions,or tactics, that a companyuses to promote its brand orproduct in the market. The4Ps make up a typicalmarketing mix - Price,Product, Promotion andPlace.  (economic,n.d)What is 4pProduct: refers to the item actually being Place: refers to the point of sale. In everysold. industry, catching the eye of the consumer and making it easy for her toPrice: refers to the value that is put for a buy it is the main aim of a goodproduct. It depends on costs of distribution or 'place' strategyproduction, segment targeted, ability ofthe market to pay, supply - demand and a Promotion: this refers to all the activitieshost of other direct and indirect factors. undertaken to make the product or service known to the user and trade.12 (economic,n.d)

Chapter 2 Record As A Strategic Business Resource Learning Objective 1. To describe record as a strategic Business Resource2. Strategies managing record as a strategic business resource 3. Impact of managingstrategic Business Resource 13

BUSINESS SYSTEMANALYSIS (BSA) A business systems analyst is a person whose job it is to apply business goals to the IT system of an enterprise. (Techopedia,n.d) 14

Function Business System AnalysisDetermines operational objectives bystudying business functions; gatheringinformation; evaluating outputrequirements and formats.Designs new computer programs byanalyzing requirements; constructingworkflow charts and diagrams; studyingsystem capabilities; writingspecifications.Improves systems by studying currentpractices; designing modifications.Recommends controls by identifyingproblems; writing improved procedures.Defines project requirements byidentifying project milestones, phases,and elements; forming project team;establishing project budget.(hiringMonster,n.d) 15

Business analysis divide 16 5 major area Enterprise analysis Knowledge area which describes the Business analysis activities that take place for an enterprise to identify business opportunities, build a Business Architecture, determine the optimum project investment path for that enterprise and finally, implement new business and technical solutions. (Thorn,n.d) Requirement planning and management Involves planning the requirements development process, determining which requirements are the highest priority for implementation, and managing change. Requirement elicitation Active effort to extract information from stakeholder and subject matter expert (Prey,2014) Requirement analysis and documentation a team effort that demands a combination of hardware, software and human factors engineering expertise as well as skills in dealing with people. (Rouse,n.d) Requirement communication The process of informing the project team , suppliers, sponsor and stakeholders of the content, meaning and status of requirements.

Manage records according tothe regulatory requirementsNational InternationalFunction:to help organization stay within the 17policies and procedures of the country they areoperating in regarding the retention ofinformation.

National Regulatory RequirmentMS ISO 2223 E-SparkThe Malaysian Standard for Records e-Spark initiative was to developManagement (MS ISO 2223) is an policies, standards and practices,important standard for records technicalmanagement in Malaysia. specifications and training plans to enable the Government ofIt was produced and published through Malaysia to manage records inSIRIM, the Malaysian Research & electronic form.(arkib,n.d)Development and Standardization bodyand is divided into two parts, namely:MS ISO 2223-1 : 2009 - Information anddocumentation - Records management -Part 1 : General (Department ofStandards Malaysia 2009a)MS ISO 2223-2 : 2009 - Information anddocumentation - Record management -Part 2 : Guidelines (Department ofStandards Malaysia 2009b 18

ISO 15489The first global standard for records management, was published in 2001. It was adopted in more than 50 countries and translated to over 15 languages (Hobern,n.d) 19

PRINCIPLE ISO15489a) records, records systems and metadata for records;b) policies, assigned responsibilities, monitoring andtraining supporting the effective management ofrecords;c) recurrent analysis of business context and theidentification of records requirements;d) records controls; ande) processes for creating, capturing and managingrecords. (Hobern,n.d) 20

Lead To Criteria Authenticity Realibityauthentic record is one that is reliable record is one whose proven both to be what it contents can be trusted as a full and accuratepurport to be and to have been representationcreated or sent by the person of the transactions, activities or who purports to have created facts to which they attest and can be depended upon in the or sent it course of subsequent transactions or activitiesUsabilityA useable record is one, which can be located, retrieved, presented and interpreted. It should be capable of subsequentpresentation as directly connected to the business activity or transaction, which produced it (arkib,n.d) 21

TRAINING FOR RECORDS MANAGEMENT PROFESSIONALS Collating and writing reports.Managing and monitoring budgets and resourcesTraining a new staff and give additional practice Classifying record Preserving national heritage. 22

IMPACTS OF 23MANAGING RECORDSAS A STRATEGICRESOURCE Economically - Save operating cost of the record maintenance - Enhances reduction of time required - Controls the creation and growth of recordsSupport Better Management- Manage resource smartly- Make a new development strategic

CHAPTER 3 RECORDS MANAGEMENT PROCESS IN BUSINESS ORGANIZATIONS Learning ObjectiveTo identify the records management.To understand and explain the recordsmanagement process in Business Organzation 24

INTRODUCTION OF RECORDS MANAGEMENTPlanning, controlling, directing, organizing, training, promoting,and other managerial activities involved with respect to recordscreation, records maintenance and use, and records dispositionin order to achieve adequate and proper documentation of thepolicies and transactions of the Federal Government and effectiveand economical management of agency operations. (U.S. DEPARTMENT OF ENERGY, 2016).Records Management (RM) as the field of management 25responsible for the efficient and systematic control of thecreation, receipt, maintenance, use and disposition ofrecords, including the processes for capturing andmaintaining evidence of and information about businessactivities and transactions in the form of records. (ISO standard 15489, 2001 )

Process of RecordFigure 1 26(The University of Adelaide, 12 Jul 2017)

CAPTURE Definiton: The process of determining record that should be kept and made. Definition: When you document something that is relevant to your University role, or has some continuing value to the University, capture it as a \"University\" record. (The University of Adelaide,2017) Systems that capture records also need to capture metadata associated with a record in a way that: - describes the record both for what it contains and the context of the business taking place, - enables that record to be a fixed representation of action, - enables the record to be retrieve and rendered 27 meaningful.

REGISTRATION Purpose: To provide evidence that a record has been created/ captured in a record system. In a record system which employs registration processes: a) a record is registered when it is captured into records system. b) no further processes affecting the records can take place until its registration is complete. Involves : • Brief descriptive information • Assign the record a unique identifier such as document name or title, text description or abstract, date of creation, date and time of communication and receipt, author, sender, recipient, and retention period. Definition: systematic identification and arrangement ofCLASSIFICATION business activities and/or records into categories according to logically structured conventions, methods, and procedural rules represented in a classification system. Definition: Classification systems reflects the business of the organization from which they derive and are normally based on an analysis of the organization's business activities. (The University of Adelaide,2017) Classification of business activities Acts as a powerful tool to assist the conduct of business and in many of the processes involved in the management of the records including: 28

a) providing linkages between individual records which accumulate toprovide a continuous record of activity.b) ensuring records are named in a consistent manner overtime.c) assisting in the retrieval of the all records relating to a particular functionor activity.d) determining security protection and access appropriate for sets ofrecords.e) allocating user permissions for the access to, or action on, particulargroups of records.f) distributing responsibility for management of particular sets of records.g) distributing records for action and,h) determining appropriate retention periods and disposition actions forrecords. (The University of Adelaide,2017)ACCESS AND Purpose: SECURITY • To protect the information from unauthorized access, collection, use, deletion, alteration and destruction. • Apply to people both those who are responsible for managing the access classified records How do agencies identify and apply access and security requirements?. • Undertake a preliminary investigation. Identify current rules for access and security, including those contained in government and industry-wide legislation, policies, codes of practice and specific regulatory sources. 29

• Analyse business activity.Examine business processes and practices in more detail, and identifythe records that they generate.• Analyse current rules.Closely examine the sources identified in step one and determine whataccess and security provisions they contain.• Make decisions.Translate the requirements identified in step three to decisionsconcerning records’ accessibility.• Assess existing arrangements.Examine existing security and access arrangements to determinewhether they are able to meet the access and security requirements thathave been identified.• Identify and document strategies.Decide on strategies to help ensure the effective implementation of theaccess and security program.• Implement strategies.Agencies should now be ready to implement the range of access andsecurity solutions they have developed.• Undertake a post-implementation review.Monitor and report on the access and security program regularly, toensure that it continues to be based on current requirements.Security and access requirements should be defined and implementedacross the entire agency. (State Records of South Australia, 2013) 30

IDENTIFICATION Explanation: Usually can be done before records created, OF DISPOSITION before records keeping system are designed, before disposal and when required. Involves the following steps: 1. Identifying the transaction or business activity documented by the records 2. Locating the transaction and records in the appropriate records class in the disposition authority. 3. Allocating the relevant retention period and identifying the anticipated disposition action. 4. Recording the retention period and future disposition action in the record system. 5. Determining the extent to which it is necessary to retain metadata about records that have been transferred to an external storage service provider or to an archive or that have been destroyed. 6. Monitoring and review.31

STORAGE Purpose: Records should be stored on media that ensure their usability, reliability, authenticity, and preservation for as long as they needed. (ISO 15489, S20h0o1u)ld be designed to protect records: a) unauthorized access. b) loss or destruction c) from theft and disaster Should be consider: 1. Suitable area 2. Environmental Control 3. Security requirements and limitations Organizations should be have policies and guidelines for converting or migrating records from one records system to another. System for electronic records should be designed: a) accessible b) authentic c) reliable d) usable through any kind of system change, for the entire period of their retention. (ISO 15489, 2001) 32

USE AND TRAKING Definition: Use of the records is a records management transaction that may need to be captured by the system to form part of the metadata. USE OF RECORDS INCLUDES: Identify the records system user permission. (Individuals and position) Identify the access and security status of records. Identify the records system user permission. (Individuals and position) Tracking of the movement and use of records: a) identify outstanding action required. b) enable retrieval of the records c) prevent loss of records d) monitor usage for systems maintenance and security and maintain an audit-able trail of records transactions. e) maintain capacity to identify the operational origins of individual records where systems have been amalgamated or-migrated. (ISO 15489, 2001) 33

IMPLEMENTATION Definition: the action taken with regards to records as a OF DISPOSITION consequence of their appraisal and the expiration of their retention period. Disposition action may encompass a) immediate physical destruction, including overwriting and deletion. b) retention for a further period within the business units. c) transfer to an appropriate storage area or medium under organizational control. d) transfer to another organization that has assumed responsibility for the business activity through restructure, sale or privatization. e) transfer to a storage area managed on behalf of the organization by an independent provider with whom appropriate contractual arrangements have been established. f) transfer of responsibility for management to an appropriate authority while physical storage of the record is retained by the creating organization. g) transfer to an organizational archive h) transfer to an external archives authority (ISO 15489, 2001) 34

CHAPTER 4 FOR CUSTOMER SERVICE 2017 Learning Objectives 35To understand what customer neededTo identify quality of service

INTRODUCTION OF CUSTOMER SERVICE 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. An organization's ability to meet the needs and desires of its customers. (Sarah Metcalfe,2015) Quality customer service is the lifeblood of business. - Dissatisfied customer – ruin the business - Satisfied customer – open many doors for businessCustomer service makes Creating a happy workplacefinancial sense Imagine they are trustedThat encourages happy and given freedom,customers and positive within clear guidelines,feedback(Sarah Metcalfe,2015)Under-promise and over- Listening to your customersdeliver Given the opportunity, yourWhen the expectation of what customers will tell you exactlyyou are delivering, and what what they want and expectthey are receiving is different. from your business. 36

Dimensions of service quality #1.Just Do It #2 Do It NowRELIABILITY: Do what you say RESPONSIVENESS: Respond you’re going to do when you quickly, promptly, rapidly, said you were going to do it. immediately, instantly.#3 Know What Your Doing #4 Care about Customers asASSURANCE: Service providers much as the Serviceare expected to be the experts of EMPATHY: Services can bethe service they’re delivering. It’s performed completely to a given. specifications. #5 Look SharpTANGIBLES: Even though this is the least important dimension,appearance matters. Just not as much as the other dimensions. 37(CHRIS ARLEN, 2008)

Customer strategyArchives/Records Units and factors that could lead to improve customer serviceChannel strategy o Customer segmentation o Service standards o Sensitization workshop and orientation programs o Marketing of services o Feedback from customers o Dealing with customer complaints o The channel strategy deals with the channel of communication and distrubution that should be used for effective and effiecient delivery of services/product. 38

Product strategy o Customer needs o Consultation of customers o Availability of the product needed by customers o Promptness of the servicesInfrastructure strategy o Human resource o Expected behavior of service providers o Atmosphere o Tangibles o Technology (Kelvin Joseph Bwalya, 2014)The way you treat your employees is the waythey will treat your customers– Sir Richard Branson 39

CHALLENGES TO PROVISION OF QUALITY CUSTOMER SERVICE CALIBRE OF INADEQUATE STAFF RECORDS OFFICERS RETENTION LACK OF VITAL SCHEDULES RECORDSMANAGEMENT TOOLS SECURITY AND INADEQUATE AND POOR PROTECTION OF STORAGE SPACEARCHIVES AND RECORDS LACK OF 40 COOPERATION FROM CUSTOMERS(Kelvin Joseph Bwalya, 2014)

CHAPTER: 5 BUSINESS CONTINUITY PLAN Learning Objective:To understand what is Business Continuity Plan ?To know importance Business Continuity Plan for Organization 41

INTRODUCTIONThe assets, threats and scenarios that can adversely impact yourorganization, and making decisions about how or to what degree tomitigate these risks. (QTSNET, 2006)The creation of a strategy through the recognition of threats and risksfacing a company, with an eye to ensure that personnel and assets areprotected and able to function in the event of a disaster. (Investopedia, 2017) 2 TYPES OF BUSINESS CONTINUITY PLAN:DISASTER DISASTERRECOVERY RECOVERY OPERATION PLAN 42

DISASTER RECOVERY PLAN CREATE A DISASTER RECOVERY MANAGEMENT CONTINGENCY STATEMENT CONDUCT A BUSINESS IMPACT ANALYSIS (BIA) IDENTIFY MEASURES AND CONTROLS IDENTIFY MEASURES AND CONTROLSCREATE RECOVERY STRATEGIES INCLUDING AN IT CONTINGENCY PLAN IMPLEMENT TESTING, TRAINING, MEASURING, AND MAINTAINING THE PLAN (TIM SEXTON, 2015) 43

DISASTER RECOVERY OPEREATION 1. Transition from Response Operations to Disaster Recovery Operations 2. Short-Term Disaster Recovery Operations 3. Intermediate Disaster Recovery Operations 4. Long-Term Disaster Recovery Operations (State of Maryland Disaster Recovery Operations, 2014) 44

Conclusion This handbook are good idea because it has many image, colorful not complicated to understand.Becoming a competent teacher takes a great deal oftime, effort, commitment, and experience. In creatingthis handbook, we have sought to provide a guide to improvement and a source of ideas, rather than a definitive text on the subject of teaching. 45

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