UNIVERSITI TEKNOLOGI MARA

SCHOOL OF INFORMATION SCIENCE

COLLEGE OF COMPUTING, INFORMATICS AND MATHEMATICS

Diploma in Information Management

(CDIM110)

Fundamentals of Records Center Management

(IMD237)

Individual Assignment: Article Review

(How Important is Commercial Record Centre to the Information Industry in Malaysia?)

Prepared by: Jesswyna Anessa anak Joannes Wat

(2022856984)

Prepared for: Mr. Abdul Ismail bin Mohamad Jawi

Date of submission: November 2023

 INDIVIDUAL ASSIGNMENT: ARTICLE REVIEW

(HOW IMPORTANT IS A COMMERCIAL RECORD CENTRE TO THE

INFORMATION INDUSTRY IN MALAYSIA)

By JESSWYNA ANESSA ANAK JOANNES WAT

(2022856984)

School of Information Science

College of Computing, Informatics and Media
Universiti Teknologi Mara Sarawak
Kampus Samarahan
November 2023
ACKNOWLEDGEMENTS

First and foremost, I want to express my gratitude to my lecturer, Mr. Abdul Ismail bin
Mohamad Jawi, for his guidance and support throughout this assignment. His inspiration and
assistance played a crucial role in achieving a favorable outcome, and for that, I extend my
sincere thanks, Sir Abdul Ismail. Furthermore, I wish to extend my deep appreciation to my
parents, Mr. Joannes Wat and Mrs. Nantai, for their unwavering encouragement and support
during tough times. I acknowledge the sacrifices they made. Last but certainly not least, I'd like
to convey my heartfelt appreciation to my sister, Jesslyn Alessa Anak Joannes Wat, for her
consistent support and care throughout my academic journey. She has been a pillar of strength.
I also extend my warmest thanks to my friends who generously shared their time and provided
invaluable information to assist me in this endeavour. Your collective support has been
indispensable.
TABLE OF CONTENTS

NO CONTENTS PAGE NUMBER

1. ABSTRACT 1

2. INTRODUCTION OF THE ARTICLE 1

3. OBJECTIVES OF THE ARTICLE 2

4. DISCUSSION OF THE ARTICLE 3

5. CONCLUSION 4

6. REFERENCES 5

7. APPENDIX 6-9
ABSTRACT
Commercial Records Centres (CRC) is a promising business in the record management field
that offers several opportunities to those who appreciate its benefits. It's a chance to blend
entrepreneurial ambitions with economic and social conditions to create a new service,
whether in an existing market or a new one. Good record management is vital for running
organizations efficiently and successfully. It helps with decision-making by providing necessary
information and serves as proof of business activities. In the world of business, one of the most
important things is keeping business records because it serves as a pivotal instrument for
enhancing administrative efficiency, facilitating informed decision-making, and furnishing a
trail of transactions and corporate existence. In this article, we will explore the potential of
CRC, its marketing strategy and the challenges faced by the information industry in Malaysia.

INTRODUCTION OF THE ARTICLE

For this task, I’ve selected the article titled “How Important is Commercial Record Centre to
the Information Industry in Malaysia?”. The article is a collaboration work by seven authors,
published in July 2018, exploring the potential role of Commercial Record Centres (CRC) as
providers of record management services especially in the business world. Have you ever
wondered how businesses can adapt to changing economic and social conditions by embracing
innovative solutions? Picture this: a cluttered office filled with stacks of files, struggling to
breathe in a limited workspace. How can a business navigate this problem while keeping its
sensitive documents secure? Well, every aspect of organizational management is included in
record management, also referred to as the professional method of handling records. The
process involves the records life cycle, which includes identification, classification, storage,
protection, retrieval, and the ultimate choice between permanent disposal or preservation. For
those familiar with CRC, it offers numerous advantageous opportunities. Given the current
economic and social conditions, there is significant potential to introduce a new service in an
existing market or create an entirely new one. Not to mention, properly managing records is
crucial for making administrative tasks more efficient and getting the important information
needed for planning and making decisions. Anyone with experience in business knows that
keeping business documents safe is crucial.

1.
OBJECTIVES OF THE ARTICLE
Objectives serve multiple purposes, including shaping goals, pinpointing conflicting tasks,
guiding decision-making facets, and ensuring accountability among an organization's staff. If
there are no clear or well-defined objectives, it often leads to a change in focus and priorities,
which can result in a displacement of goals. Moreover, values play a significant role in shaping
the goals and objectives of an organization. In any aspect of an organization's evolution,
objectives hold great significance. The article's aims include:

• Improve the flow of information in the organization.

Records management is an important tool for streamlining administration by giving
data to plan and make decisions, as well as providing proof of transaction and existence.

• Ensure the enduring preservation of institutional information by complying with

state and federal regulations, identifying critical data, and implementing long-
term preservation strategies for records and information.
CRCs have a crucial role in aiding businesses in meeting regulatory requirements like
the Personal Data Protection Act of 2010 (PDPA), ensuring the secure storage and
management of personal data while also reducing the risk of data breaches and cyber-
attacks through compliant data storage practices

• Increasing new collaboration work between businesses to create a new service in

an existing or brand new one.
Malaysia holds significant potential for Commercial Records Centres (CRC) thanks to
the rise of successful businesses in the country, and CRC can tap into this potential by
using a smart strategy and an effective marketing campaign to reach new markets or
customers.

2.
DISCUSSIONS OF THE ARTICLE
From the article, it covers a lot of different topics regarding the Commercial Record
Centre (CRC) in the Information Industry in Malaysia. Commercial Record Centres
provide secure and compliant data storage for organizations, including companies and
government agencies. They are essential for businesses that handle sensitive data, such
as personal information and financial records. For your information, many people
highlight significant cost savings when organizations use CRC for data storage because
it reduces expenses related to renting space, making that space available for
administrative or tool storage. Other than that, it also main states that marketing is one
of the reasons an organization’s strategy achieves great outcomes.

A marketing strategy is a comprehensive plan that combines all of an organization's

marketing goals. This strategy serves as the foundation for a marketing plan with the
primary goal of meeting customer satisfaction and establishing long-term, profitable
customer relationships. To achieve this, the marketing team should develop a flexible
strategy that can adapt to changing customer preferences and demands, potentially
identifying new markets for successful targeting. After creating and implementing the
strategy, continuous monitoring and adjustments are necessary to maintain success.

Now let us focus on the challenges and the strengths of CRC. In records management,
the primary challenges are dealing with information overload, ensuring regulatory
compliance, and establishing a records preservation plan. Neglecting these issues can
lead to inefficient and costly record-keeping practices. However, With growing
demands from emerging markets and organizations, expanding into new markets before
the current one saturates is a wise approach. Utilizing the internet for global outreach
and embracing advanced technology, particularly in record-keeping, can enhance our
services and aid the marketing team.

3.
CONCLUSION
In conclusion, the article implied that CRCs are not just storage spaces but strategic
partners for businesses operating in the information industry in Malaysia. It seems clear
that the existence of Commercial Records Centres (CRC) in the information industry
in Malaysia really helps to improve the flow of record keeping for businesses or any
organization. Certainly, Commercial Record Centers (CRCs) play a crucial role in
addressing several key aspects of the information industry in Malaysia as they are like
a helpful guide in keeping data secure in the digital age. Unfortunately, some businesses
are unaware of the benefits and advantages of storing their data or files at CRC.
Unquestionably, Commercial Records Centres (CRC) is a significant and dependable
for Malaysia's information sector.

4.
 REFERENCE

Nasrudin, Wan & Mat Yatin, Saiful Farik & Shaari, Mohd & Abu, Siti & Hatta, Wan & Hussin,

Nurussobah & Masron, Mohd. (2018). How Important is Commercial Record Centre to the

Information Industry in Malaysia?. International Journal of Engineering & Technology. 7.

211. 10.14419/ijet.v7i3.7.1635

https://www.researchgate.net/publication/326707331_How_Important_is_Commercial_Recor
d_Centre_to_the_Information_Industry_in_Malaysia

5.
 International Journal of Engineering & Technology, 7 (3.7) (2018) 211-214

International Journal of Engineering & Technology

Website: www.sciencepubco.com/index.php/IJET

Research paper

How Important is Commercial Record Centre to the

Information Industry in Malaysia?
Wan Farah Azizzat Wan Nasrudin, Saiful Farik Mat Yatin, Mohd Shafarin Shaari , Siti Nuruain Abu, Wan
Nurhidayah Wan Mohd Hatta, Nurussobah Hussin, Mohd Zairul Masron

Faculty of Information Management, Universiti Teknologi MARA (UiTM) Selangor, Malaysia

*Corresponding author E-mail: [email protected]

Abstract

Commercial Records Centers (CRC), a potential business in records management services offer lot of opportunities for those who aware
of the advantages. This is a good opportunity arise at the center of entrepreneur aspirations with economic and social conditions to create
a new service, either in an existing market or a new one. Efficient administration of an organization and a good business are amongst the
reflects of a great records management. Records management are one of the essentials instrument to smoothen administration process,
providing data to plan and making decision, also a proof of transaction and existence. Being an expert in business for any period of time,
one will know that the archiving of business records’ is the most important thing. This article will discuss the potential of CRC, clarify-
ing the strategy of marketing and the challenges face by this information industry in Malaysia

Keywords: Commercial Records Centers, information industry, off-site storage, records management outsourcing

1. Introduction 2. Benefit and Potential

Records management is known as a professional implementation Dykeman [2] explained the subject of CRC has taken on new im-
of managing records. This is because record management covers portance of two reason which customers are far more worry about
all process of managing records of an organizations. It is using the the safety of their records and examine the security measures of
records life-cycle process. This life-cycle involves recognizing, records centers. The author has emphasized some problems about
sorting, storing, protecting, retrieving, tracking and destroying or document safety which more focus on security, fire protection,
permanently preserved the records. Records management reduce customer service, and contracts. Deciding a storage center is not
any risk associate with managing evidence of organization’s activ- as simple as we thought. A record manager has a huge responsibil-
ities that can effect an organization’s reputation, functions, per- ity to choose the best CRC. Even if the team is ready to explore
formance and administration process. off- site, they still have to put a lot of things into consideration.
Record center is an operation that can store and manage all rec- Cheapest price offered by any CRC might result your record at
ords such as financial, administration, legal and business docu- risk.
ments. Record Centre is a space or part of a building which is Archiving of business records is no longer a simple matter of re-
intend to use for low-cost storage, maintenance and semi-current tention [3]. In Malaysia, CRC industry have grown and prospered
records. They also offer storage for records maintained in elec- over the past few years. Until 2017, there are thirteen (13) com-
tronic formats. Record centre are divided into three type which is mercial record center operating in the country [4-5], CRC indus-
National Record Centre, Departmental Record Centre and Com- tries are still new in Malaysia. This industry continued to develop,
mercial Record Centre. primarily in the Klang Valley and in other areas around the coun-
An organization will start to think about convert to an off-site try. Among established CRC in Malaysia namely Crown Records
storage convenience when experience the problem of having too Management Malaysia, Regalia Records Management Sdn Bhd,
many files and have small office area. Sensitive documents people Tropical Baggage Sdn Bhd, PRISM Sdn Bhd, Recall Sdn Bhd,
choose to keep at in-house storage are risk to mould, mildew and Sure-Reach Records Management Sdn Bhd, Safeguards Corpora-
expose to pest contamination. To protect from thieves, confiden- tion Berhad, AF Document Management Services Sdn Bhd, Inter-
tial files require more padlocks and flammable material may be city (M) Sdn Bhd, and Dataworks Management Sdn Bhd.
stored in the unit near to the company’s owner. On the other hand, The market value of this potential industry in Malaysia is between
storing records in a CRC reduces privacy breach risks and allow a RM 30-35 million in 2007 with a double- digit growth of about
full records management services. Still, it’s important to choose 15-30% over the past few years. With this double- digit growth, it
the best service company as quality and value between record can be seen that there is a huge potential market for record man-
centres can greatly differ. An improperly managed or low-quality agement service to explore all sorts of services been offered in this
record storage facility can also compromise the protection of the line of business [4-5].
documents [1].

Copyright © 2018 Authors. This is an open access article distributed under the Creative Commons Attribution License, which permits
unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

6
212 International Journal of Engineering & Technology

We can see CRC has gained more clients by providing the ad- analysis, large-scale obtainment, computer science, information
vanced services with latest technological equipment and standard- management and content management, communications and or-
ize practices to meet their customers’ expectations of service qual- ganization-change management, training and project management
ity. Customer service quality is critical at a CRC for their suste- staffs because it relates to technical issues.
nance and growth [6]. CRC has developed new initiatives and Main challenges are to manage the record system. Now-
major changes has been made to provide good service that has adays, most of the valuable support-record are in a digital form
fulfil most of the customer’s concern. Variety of service that can including power point slide and spreadsheets, within the electronic
benefit an organization has been introduced and implement from version that are hardly for printing out. The data might be lost
time to time. Most of them will emphasize in an effective cost because saving such crucial form of records are typically not ad-
savings because when an organization store their records in CRC, dressed. Other approximately advanced technologies that are al-
the cost to pay for space rental can be cut and they can use the ready generating excessive amounts of unrecorded data are e-mail
space for administration purposes or tools storage. and instant messaging. Data produced using such devices must be
Furthermore, CRC can minimize the operating cost. Record center kept in an integrated way maintaining their mutual context. Within
provide efficient operating costs and eliminate an organization Malaysia context, the government has implement some new appli-
cost for filing appliances and storage to manage archives. Records cation and software called e-government focus on citizen- centric
centers have efficient systems that can store many more records results
per square foot than in the office. Record center also equip with an Having insufficient cost will affect a CRC because they will have
online database that can be accessed by the organizations to con- problem to provide a good service. Account department must have
trol their records stocks. a good planning on the budget so that they will able to justify an
Maintaining steady temperature of office documents are very cru- efficient way in managing record centre. Building rental, mainte-
cial. Most of CRC have a temperate temperature. Some important nance and other associated developing plan are included in the
records need special climate controls that can be expensive and operation budget. CRC will be dealing with all the data from cus-
hard to apply in-house. Records Centers have special climate- tomers, without an appropriate management, the CRC may face
controlled system resulting in total insurance for long-term difficulty to deal with all the record.
preservation of records, saving time, money and aggravation. Government and private sectors are forming enormous volumes of
A record center will systematically dispose an office files only records every day for administrations, efficiency and accountabil-
with an official permit. With an appropriate authorization to avoid ity reasons. CRC need to afford bigger area to cater all demands.
any possibility of reckless, discriminate or personal influence Correct procedure must be followed to comply laws and regula-
destruction of records, records centers have a mechanism, to en- tion set by government in managing valuable records. For exam-
sure that above actions will not happen. ple, a common activity in a judicial system, is a huge pile of inac-
Record Centre guarantee an organization’s records will not be tive records and general situation in the judicial system, for exam-
destroyed prematurely or store longer than needed. The mecha- ple, is the large accumulation of inactive records and an expanding
nism is ensuring to comply with organization, state and federal output of new active records increasing output of new active rec-
privacy laws ords which combine to make a severe storage issue in court regis-
Another service offer by CRC is electronic vaulting (e-vaulting), tries.
an alternative to tape backup to make sure their services are up to
date, depending on the information and business demands. Due to
huge amounts of data need to handle, consistent demands and
4. Marketing
competitive pressure, E-vaulting are growing in its appeal for all
range of business [7]. Marketing strategy has the fundamental goal of increasing sales
Other service offered by CRC is an online record management and achieving a sustainable competitive advantage [8].
system that can control an organization entire business records or Marketing strategy contains all primary, short-term, and long-term
they can generate a digital archive for just a specific group of data. agendas consider the analysis of the strategic basic situation of a
The company will not need to spend in the material for hardcopy company. The production, evaluation and choice of market-
or softcopy, and the records will be accessible anytime and any- oriented strategies that contribute to the company’s goal and its
where the documents are needed, through a secured software sys- marketing objectives [9].
tem. Marketing strategy also known as an organization’s strategy com-
Company documents must be protected every time even when the bining all of its marketing goals into one inclusive plan. A good
fire or disaster strikes. Most of the design of the building saves marketing strategy should be drawn from market research and
against natural disaster including earthquake, fire and floods. focus on the product mix in order to achieve the maximum profit
Make a copy of organization’s important records and keeping and sustain the business. The marketing strategy is the foundation
them at CRC will act as a backup if a disaster happens. Important of a marketing plan. The objective of a marketing strategy is to
records that essential to a company’s existence will be protected, make sure that the service meets customer satisfaction and estab-
cutting the costly time and effort required to rebuild critical data in lish long-term and profitable relationship with customers. To
the event of disaster. achieve this, marketing team need to prepare a flexible strategy
CRC policy understand how crucial and confidential a company that can adapt to customer’s changing perceptions and demand. It
information is and provide a controlled security for the records. may identify entire new markets that one can successfully aim.
They ensure the organizations records remain safe, secure storage Once marketing team have generated and implemented strategy,
and restricted monitoring and access. observe and make any adjustments required to maintain the suc-
cess.
Malaysia has a huge potential on CRC. This is because of the risen
3. Challenges of many new successful business company in Malaysia. With a
good approach and effective marketing plan, CRC can widen their
Any entrepreneur plan to start up this kind of service business service to new market or customer. Some of the company do not
must ready with their strategy with common problems in manag- realized the advantages and benefit of storing data or files at CRC.
ing the semi-current record center especially the storage or the Marketing plan by CRC team may be one of the reason of this
warehouse. Record manager has a big responsibility to take pre- occurrence. The importance of great marketing strategies to boost
caution step in managing the warehouse. Staffs work in CRC must a business is undeniable.
equipped themselves with certain experience levels and variety of Dube [10] has done a case study in marketing activities of CRC in
competency not only in its new IT area, but also in the business one of a company named Archive-It Services in Zimbabwe. He

7
213 International Journal of Engineering & Technology

defined marketing as the process of planning and executing the Opportunities

conception, pricing, promotion, and distribution of goods, services Day by day demands from new market and companies or organi-
and ideas to create exchanges with target group that satisfy cus- zation are increasing. This is a good planning to apply progress
tomers and organizational objectives. strategy in developing new markets and expand business before
The results of the study found that, although there are some finan- current market flattens. Other than that, we can use the Internet to
cial and technical challenges they faced, marketing are actually reach new markets because it will help marketing team to explore
one of the top priority functions at Archive-It Services as mani- new markets across borders. The next opportunities are a new
fested by the number of marketing activities that the company technology that allow a company to improve product quality be-
carries out. This eventually explains the company’s success in cause world are evolving, as well as technology of managing rec-
introducing such an uncommon idea especially in the Zimbabwe- ords. Offering the latest technology with a very sophisticated
an market where the current economic conditions are not so fa- computer-based indexing will help marketing team a lot in pro-
vourable whereby companies or institutions simply had (and some moting the services.
still have) limited financial resources.
A challenge that is specific to the field, is that the marketing team Threats
does not have a background in records management therefore they The emergence of new competitor that offer a more practical,
are not so effective to convince the clients on the importance of potential or low-cost version of the product service. Then, when
records management. CRC have a new legislation that increasing the operation costs, it
Given the fact that records management, is a relatively strange will affect the whole service and product offered by company.
idea about the Zimbabwean community, there is obviously a need Then, a downturn in the economy will impact the reducing of
for a comprehensive explanation of the service and its benefits overall service.
before a client can agree to release their records for sorting and By understand the business' internal strengths and weaknesses and
storage. the external opportunities and threats, the marketing team can
Developing a marketing strategy is vital for any business. Without develop a strategy that focus on their own strengths and matches
one, your efforts to attract customers are likely to be haphazard them to the emerging favourable circumstances. They can also
and inefficient. One of the key factors of a successful marketing recognize the weaknesses and try to minimise them.
strategy is the acknowledgement that the existing and potential Before looking at new markets it is better to focus on the existing
customers of CRCs will divided into particular groups or seg- customers. This is way of a company can get the most out of their
ments, characterised by their specific "needs". Identifying these existing customer base, it's usually more cost-effective and quick-
groups and their needs through market research, and then address- er than finding new customers. Consider whether can perform
ing them more successfully than competitors, should be the focus better to the existing customers or look at technique to improve g
of the strategy the retention of key customers.
A key element often overlooked is that of monitoring and evaluat-
ing how effective a strategy has been. This control element not
only helps marketing team to see how the strategy is performing in
5. Conclusion
practice, it can also help informing a future marketing strategy. A
simple device is to ask each new customer how they heard about Small number of company that offer this kind of services in Ma-
the business laysia offer huge advantage to new entrepreneur to set up their
Once decision been made on the marketing strategy, draw up a own company. To become a successful and established company
marketing plan to set out how to plan to execute and evaluate the in RMS, the company must deliver their service in a proper man-
success of that strategy. The plan should be constantly reviewed ner, boost staff efficiency, good management in cost control and
so it can respond quickly to changes in customer needs and atti- record volume, comply law regulations, and improve managing
tudes in this information industry, and in the broader economic system and offer advanced technology. As a conclusion, CRC is
climate The strategy must consider how this strengths and weak- important and reliable to the information industry in Malaysia.
nesses will relate to the marketing. Set up the marketing strategy CRC in Malaysia, is a potential business services offers lot of
paper with a fair, accurate and proper SWOT analysis by looking opportunities for those who aware of the advantages.
at the strengths, weaknesses, opportunities and threats. It is a good
plan to run some market research on current clients at this point, Acknowledgement
as it will help marketing team to build a more genuine picture of
reputation in the marketplace.
This paper was partially funded by:
Strengths 1. Conference Support Fund, Institute of Graduate Studies (IPSis,
To make a CRC different with other competitor, you can offer a UiTM)
personal and flexible customer service that provide a quick 2.
deliv- Fundamental Research Grant Scheme (FRGS), Ministry of Higher
ery of the data or files in specific area. When a company have a Education (MoHE), Malaysia. (Ref:
numbers of specialist knowledge or skills in managing records, FRGS/1/2015/SS03/UITM/02/17).
this is a good advantage for a company. This include service3. of Academic Development Trust Fund (TAPA), Faculty of
providing and developing new methods of record management Information Management, UiTM
that utilize current technologies. Consider to hire more specialist
in process knowledge including the ability to respond to inquiries References
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