Individual Assignment MGT162 (POS Malaysia) PDF

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UNIVERSITI TEKNOLOGI MARA FUNDAMENTAL OF MANAGEMENT (MGT162) INDIVIDUAL ASSIGNMENT

TITLE : POS MALAYSIA

SUBMITTION DATE :

INTRODUCTION

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Pos Malaysia Berhad is Malaysia’s premier postal service provider. They have a widespread network of over 1,000 touch points countrywide that includes Pos Malaysia Outlets, Pos Minis, Pos24 (Self Service Terminals). Post-On-Wheels (Mobile Outlets),postal agents and stamp agents, making it on of the most extensive retail network in Malaysia. It is located at Pos Malaysia Headquarters, Dayabumi Complex, Kuala Lumpur. The vision of Pos Malaysia is Berhad is to be the trusted leader in the delivery of integrated physical and digital solutions, resonates with their aspiration to stay relevant in fluid market while reflecting their digital agenda. Correspondingly, their mission statement is to deliver excellent customer experience and convenience in the areas of communications, logistics, financial services and supply chain solutions at the highest level of reliability and integrity. The form of Pos Malaysia Berhad is establishment of postal service first in the Staits Settlements in which it would cover the whole Malaya by early 20th century. Letter were then conveyed though despatch riders or special messengers. Instead posted were given a receipt. However, this system changed when the Indian stamp overprinted with crown and Straits’ stamps overprinted with dollars and cents were introduced in 1867. The first inaugural definitive set of postage stamps was introduced in 1901. Started as a medium for the transmissions of letters, newspaper, and business documents, the portal services soon evolved into a multiple services provider. It began to venture into parcel delivery , registrations, insurance service, transaction of money (postal order and money order) and investment of funds ( Post Office Saving Bank). The postal service, then known as Jabatan Perkhidmatan Pos, also began to take over numerous services on behalf of the Government machineries. It started to collect payment of electricity bills, sale of dog licence, payment of pensions , sale of television licence and others. Upon being an independent country in 1957. Malaysia began its active participations in numerous international associations to stay abreast in social and economical development. 2

Among others, it because a member country of the Universal Postal Union (UPU) in 17th January 1958, a participation in which Malaysia remains a dynamic member until today. As we embark into 21st century, the postal service in Malaysia, widely known as a Pos Malaysia Berhad, continues to evolve to meet the demands and needs of the changing consumer behaviour and marketplace. Pos Malaysia services are providing postal and related services, transport logistics, printing and insertion, counter collection and payment agency services for a range of financial transactions, such as bill payments, remittance, insurance and unit trusts. Pos Malaysia restructured its core services into three Strategic Business Units – mail, counrier and retail. Mail includes the provision of basic mail management and direct mail. Courier includes courier solutions by sea, air, and land to both national international destinations. Retail includes over-the-counter services for payment of bill. Line and staff responsibilities of Pos Malaysia is has two separate hierarchies. The first one is the hierarchy in which the department are revenue generators (manufacturing, selling), and their managers are responsible for archieving the oraganization’s main objectives by executing the key functions ( such as policy making, target setting, decision making). Next, the second is the staff hierarchy, in which the departments are revenue consumers, and their managers are responsible for activities that support line functions ( such as a accounting, maintenance , personnel management). Board of Direction of Pos Malaysi are Non-Independent Non-Executive Chairman is Tan Sri Dato Haji Mohd Khamil bin Jamil, Senior Independent Non-Executive Director is Dato’Ibrahim Mahaludin bin Puteh Independent Non-Executive Director are Dato’ Sri Che Khalib bin Mohamad Noh, Abdul Hamid bin Sh Mohamed and Datuk Puteh Rukiah binti Abd Majid. Non-Independent NonExecutive Director are Datuk Mohamed Razeek bin Md Hussain Maricar and Eshah binti Meor Suleiman. Pos Malaysia employ more than 16,000 people , over 1,000 physical outlets natiowide comprising more than 700 Post Offices and more than 300 Pos Mini.

MAIN BODY OF THE REPORT i) PLANNING

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The definition of planning is the process of outlining the activities that are necessary to achieve the goals of the organization. Every organization has its own purpose to make sure that their organization can launched smoothly or not. Every organization also has its own vision, mission statement , goals and objectives. Same as the postal service in Malaysia, widely known as Pos Malaysia Berhad, they have their own achievement that they want to achieve and their vision, mission statement, goals and objectives. For Pos Malaysia Berhad, its vision is to be the trusted leader in the delivery of intergrated physical and digital solutions, resonates with their aspiration to stay relevant in fluid market while reflecting their digital agenda. They believe they have strong capabilities to become a leader in integrating the physical and digital world, leveraging on their wide range of offerings. Correspondingly, their mission statement is to deliver excellent customer experience and convenience in the areas of communication, logistics, financial services and supply chain solutions at the highest level of reliability and integrity. This is backed by their core values, timeliness, customer centricity, decorum, excellence, integrity, accountability and innovation. The vision and mission statement together with the core values are aim at steering Pos Malaysia’s strategy towards charting growth in the exciting new phase the Group has entered. Customer is the most important factor in making the organization become more successful because without customer , business cannot be run smoothly. That is why Pos Malaysia Berhad cared about the quality of their products and services. Pos Malaysia Berhad will give a good service to their customers in order to make sure the successful of their vision and mission. Pos Malaysia Berhad also have their aim to make sure that they can be the organization that offers a higher rank delivery services. Their aim is to provide quality, reliable, timely and innovative solutions to their customers. The dream to be a leader has to be form from the bottom. Back then, when Pos Malaysia was first established, they started as a medium for the transmissions of letters, newspaper and business documents. Now , as we embark into the 21st century, they become a dynamic communications, financial services and supply chain solutions provider and continues to evolve to meet the demands and need of the changing consumer behaviour and marketplace. Pos Malaysia adheres to four broad objectives when it comes to carrying out their Corporate Social Responsibility activities . The first objective is to distinguish theirselves from their competitors by strengthening public image and credibility in a non-commercial but impactful way. Secondly, to reinforce goodwill and relations with customers by exhibiting our responsible attitude towards the community to help sustain our business existence. Thirdly, to motivate and provide avenue for employees to proactively realise the company’s core corporate values, known as PAKSI. Lastly, to create shareholder value in the long term. ii) ORGANIZING

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Top Managers Top managers is a small group of executives who manage the overall organization. To achieve the goal, they focus on four resources such as physical, financial, human and information. Physical is the building where we run the business. Financial is the capital or money to start the business. Human is the staffs in the company who help running the business. Information is the knowledge in variety of field. Top managers delegate their task to middle manager and lower manager. If there are any problems in the company, they will held a general meeting which include all the employees in top management for decision making. In Pos Malaysia, CEO , Dato’ Iskandar Mizal B. Mahmood, delegates his task to the meeting manager. Middle Managers Middle managers is a large group that implement the strategies developed at the top. They are accountable to the top management for their department’s function. They need to inspire and provide guidance to lower delegates the task to transportation. They must make decision to make sure that the total and types of items that need to deliver are correct.

Lower Managers Lower managers is a large group that responsible for putting into operation the plans of higher and middle management. They supervise and coordinate the activities of operating employees. Lower

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manager of transportation manage to deliver the boxes of letter or items to main post office of state . For example, if the types was puncture during the process of delivering, lower manager need to make own decision by changing the tyres without asking the top manager.

iii) MOTIVATION Motivation is a set of forces that causes people to behave in certain ways. This is a psychological process that given purpose and direction to behaviour. Motivation also can define as the management process if influencing people’s behaviour to behave in a way to ensure the accomplishment of some goal. Pos Malaysia has involved Maslow’s Hierarchy of Need theory in order to motivate their employees or staff. In this theory, there are five fundamental needs such as physiological needs, security or safety needs, belongingness or social needs, self-Estee needs and self-actualization. 

Physiological Needs Physiological needs are the most basic needs that are necessary for our basic survival. For example, food , water and shelter. People needs all that to continue their live. The example, of physiological needs in organization is wages and work environment. In Pos Malaysia, the Non-Executive Directions are paid meeting allowances for every Board and Board committee meeting that they attend. Besides, the company also reimburses reasonable expenses by the Directors in the course of their performance of duties as Directors.

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Security or Safety Needs This is the second level of needs. These needs deal with physical and psychological safety from external threats. In organization, employees will get some benefit from the company. For example, Pos Malaysia has established an Education Assistance Scheme through which they provide financial assistance to the children of their employees. During the financial year, they disbursed a total of RM110,000 in grants to five students pursing three-year tertiary education in education in automotive engineering and business courses at the International College of Automotive Malaysia in Pekan, Pahang.

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Belongingness or Social Needs Belongingness or social needs is the needs for companionship or friendship, to give loved and to feel a sense pf belonging. Employees need for social interaction so that the employees will feel as part of the team or work group. In Pos Malaysia they have organised staff related events such as company berbuka puasa (breaking of fast) session, tarawikh prayers,

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sahur,Qiayamullai, Zohor and Hari Raya Open House in order to further strength unity between them. 

Self-Esteem Needs It is also known as growth need. This is need for self-image and self-respect and the need for recognition and respect from others. The example of growth need is job titles, rice office, opportunities ’s for advancement, prestige, status, reward, and recognition. In Pos Malaysia, a performance-linked reward system has been adopted which also serves as the foundation for career advancement in order to instil the culture of performance.

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Self-actualization Needs The company will realise one’s potential for continue growth and individual development. Besides, managers will let the employees participate in decision making and opportunity to learn new things. In Pos Malaysia, they have embarked on a talent sporting initiative, under which those with leadership potential are placed on clearly defined career paths and given the opportunity to take on senior roles within the Group.

iv) LEADING Leading is a process of directing and influencing the task related activities of group members or the process of directing human resource efforts toward organizational objectives. There are three approaches to leadership such as trait theory, behavioural theory and contingency/ situational theory. But in Pos Malaysia they used behavioural theory. They used behaviour theory based on Michigan Studies was introduced by Rensis Likert who was a researcher at University of Michigan. Two basic forms pf leader behaviour in Michigan Studies are job-centered leader behaviour and employeescentered leader behaviour. Job-centred leader behaviour focus on job only where the leader only pays close attention subordinates’ work procedures and interested in performance. For example, leadership positions in UPU (Universal Postal Union) enable Pos Malaysia to ensure the interests of Malaysia and the region are taken into consideration in key decision making processes. Among others, they promote UPU’s policy of advocating the inter-operability of a single postal territory worldwide, namely affordability , accessibility , security and integrity. Employees-centred leader behaviour focuses on employee only where the leaders develop cohesive/organized work groups and ensure employee satisfaction. For example, Pos Malaysia always do corporate events such as Hari Raya Open House, Ekplorasi Alam Cuti Sekolah, Maal Hijrah, National Celebration and National Labour Day Celebration. All the corporate events were participated by the staffs and sometimes their children too. The events were held to build strong relationship

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between staff, family’s staff and their leader. That can make employee satisfaction because what they do before was appreciated by their leader. Pos Malaysia found that the most productive work groups leader is the leader who were employee-centred leader behaviour rather that job-centred leader behaviour. Employee- centred leader behaviour is most productive because the leader always put employees first before job and take care of the employees so much by doing many kinds of events to build strong relationship among each other. 

COMMUNICATION

Communication is a process of transmitting from one person to another. Besides, communication is a process in which a person or group evokes a shared or communication meaning to another person or group. Pos Malaysia has used interpersonal communication in order to communicate with their employees and staff. In interpersonal communication, there are four formal and informal situation such as oral or spoken, written, non verbal and technological communication. 

Oral or Spoken Communication

All forms of spoken information are the oral communication. This communication include any discussion, face to face and telephone communication. As an internal integral component of their employees engagement, Pos Malaysia maintains a harmonious management-union relationship via a series of ‘Majlis Perundangan Bersama’ dialogue sessions with the seven union groups that represent Pos Malaysia. At these sessions, all issues and grievances affecting their employees were addressed and resolved amicably for the benefits of all parties. 

Written Communication

Written communication is used less often than oral communication. They will communicate using letters, memos, policy manuals, reports, forms and other written documents. For example, at the end of every meeting the Board provides feedback to Management by rating the quality of information provides feedback to Management by rating the quality of information provided in the papers and the quality by presentations prepared by Management by filling out a Board Paper Evaluation Form. The feedback received from the Board members helps Management in improving the quality of its Board papers and presentations.

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Technological Communication

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Recently, this type of communication has taken on much greater importance for managers. Any communication has uses an electronic devices as the medium such as videotape, recorders, mobile phone, fax and internet. For example, Pos Malaysia has evolved into a one-stop centre for various services such as household bill payments, renewal of driving

iv) CONTROLLING

Controlling is a process to ensure that actual activities confirm to planned activities or a process of monitoring performance and taking action to ensure desired results. The types of control that used by Pos Malaysia are feed forward control (pre-action control), concurrent control (steering control), screening control (yes or no control) and post-action control (corrective-control). Feed forward control (pre-action control) is a control that focuses on preventing anticipated problem before they arise. For example, before all the letters and things were post to the owners, the workers must divide or separate the things and letters based on state or district for a several time to make sure that the letters and things were received by the right owner. Besides that, concurrent control (steering control) is a control that take place while work activity is in progress. For example, when the letter was send to the wrong address, the receiver must re-post the letter by looking at the address at the back of the envelope. Next, screening control (yes or no control) is a specific check points that must be successfully passed before an activity proceeds further. Before proceeding to the next sequence, an activity, products or service must be approved or meet specific conditions. For example, when the postman send things at the home by using post express, received must check clearly the details at the letter. After the receiver confirmed that the detail is correct, they will sign to prove that they receive the item. Then, post-action control (corrective control) is a controlling that takes place after an action is complete. For example, Pos Malaysia provide a service where customer can know whether the items that they post arrived or not by checking through the website. If the customer checked at the website and know that the items that they need to received had already arrived but they not received yet, the customer must call the office to know the status about the items. After the call, Pos Malaysia will settle the problem and make sure the customer will receive the items that they must receive.

v) SUMMARY

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As conclusion, Pos Malaysia Berhad can be say as the monopoly player in the national postal industry. Without many realizing it, Pos Malaysia Berhad been strategizing its operation to complete directly with many companies in both domestic and international arena. With right strategy, Pos Malaysia would be able to reinvent and improve itself by using efficient mail services complemented like extensive delivery network, strong international partnerships, door-to-door deliveries with –stop, complete reliability and efficiency, provides one-stop, round-the-clock convenience e-commerce for customers while continuing to capitalize on its mass user base (28 million). Throughout the years, Pos Malaysia has grown from strength to strength and is progressing from being a mail and postal services provider towards becoming a dynamic communications, financial services and supply chain solutions provider. Moving forward, Pos Malaysia will continue to transform and innovate itself in order to maintain its relevance and competitive edge as well as continue to correct Malaysia with the res...