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0 TABLE OF CONTENTS

1.0 COVER PAGE 1

2.0 TABLE OF CONTENTS 2

3.0 ACKNOWLEDGEMENTS 3

4.0 SUMMARY 4

5.0. INTRODUCTION OF THE COMPANY 5-9

6.0 THE CUSTOMER SERVICES DEPARTMENT 10-15

7.0 THE RESOURCES IN CUSTOMER SERVICES DEPARTMENT 14-18

8.0 PROBLEM SOLVING PROCESS AND STRATEGIES IN………………

THE CUSTOMER SERVICES DEPARTMENT 19-21

9.0 THE CHALLENGES FACED BY THE CUSTOMER SERVICE

DEPARTMENT 22-23

10.0……………………………….RECOMMENDATIONS 24

11.0 CONCLUSION 25

12.0 REFERENCES 26

13.0 APPENDICES 27-29

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3.0 ACKNOWLEDGEMENT

Alhamdulillah, first of all we would like to thank to Allah as finally we were able to finish
this group project that had been given to us by our lecturer. This task had been done with all
our efforts even though some problems occurred during the process of this assignment.
Luckily, all problems were settled down and we were able to adapt properly and wisely.

Besides that, a big thanks to our CSM451 lecturer, Madam Rahayu Binti Hasanordin
because without her guide, this group project cannot be done properly. She always gives us
support and guides on how to do this group project in order to produce a good outcome from
the interview has been conducted.

Next, we would like to thank our parents who give us the moral support from the
beginning until we finish this project. Words cannot express how grateful we are to both of
our parents and our siblings for all the moral supports that they gave us. Their prayer for us
is what sustained us to keep doing this project.

Finally, thanks to all our classmates who indirectly involved in helping us finishing this
assignment. They always give us ideas and comments on this group project so that we can
improve it in many ways.

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4.0 SUMMARY

Problem Solving Process and Strategies define as a finding the solution to fix the
problem according to the appropriate procedures. There is a lot of company in industry that
apply customer service department in their organization. Commercedotcom is Public
Commerce solutions provider that electronically enables business transactions between
companies and the Government. It is an organization to help suppliers to register their
business under Ministry of Finance and they play a role as a mediator to achieve the
customer needs. In fact, dotcom in the name indicates that the company is internet-based.

The customer service department in CDC is known as Commerce Access Sdn. Bhd.
and they had established Integrated Customer Services and facilities which is, it offerings
contact centre, counter services and training facilities. This is to make things easier for the
suppliers to have access in ePerolehan system. Other than that, in term of problem solving
process and strategies, they apply the SOP procedures to solve the cases.

The telephony system is an interactive method for clients interacts with them by using
telephone call, email and fax. They collaborate with strategic partners on solutioning their
problems such as MITEL and CRM Software Sdn. Bhd.

Hence, with the automation of the entire procurement cycle in ePerolehan System,
suppliers benefit significantly from the opportunity to reach broader base of buyers than ever
before coupled with lower operating cost, shorter turnaround time, additional revenue and
increased customer satisfaction.

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5.0 INTRODUCTION OF THE COMPANY

5.0.1 COMPANY’S LOGO

Represent the single

seed

Green radiating tone

Company’s name

The commercedotcom brand is an illustrative depiction of the company’s approach

towards natural growth. The logo is inspired from the idea of a single seed from which life is
born from the transformation from seed to leaf (plant) gave birth to the final design of the
logo.

The nucleus-like green radiating tone implies a strong hint of character and constant
growth, leading to a robust, steadfast corporate structure that will never be limited by
boundaries. Commercedotcom brand goes beyond just a logo. It also represents the
company reputation in a noted field of expertise and it is the most guarded treasure.