ACKNOWLEDGEMENT

First of all, Alhamdulillah, praise to Allah SWT for giving us opportunity to finally
complete our group assignment for Business Process (ASM 652) in a well health. With the
spirit of teamwork among all the group mates, we managed to handle this project without
any serious problems. We hope this assignment can be guideline to encourage our effort for
becoming succeeded in this working field.

Secondly, we would like to thank to our lecturer, Madam Zuria Akmal Binti Saad for
being so helpful give knowledge to assist us in finish our assignment as well and give moral
support toward us. We also sincerely thank to Mr. Yusaini bin Osman, in Transportation Unit
of UiTM Jengka that helping us in giving information about their organization until our report
can be done completely and successful.

Thirdly, we would like to thank to our family for their support in vary way and no
matter what we do. They also help us a lot of such as providing us with necessary financial
to make this assignment a success project.

Last but not least, we would like to thank to all group members which are Nurrinna
binti Zubir, Nur Khairul Bariyyah binti Awang Razalli, Nur Aqila binti Shuib and Ummi Soleha
binti Mohd Lazim that had always been dedicated and this assignment cannot be completed
without the effort and co-operation from group members.

INTRODUCTION
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COMPANY BACKGROUND (UNIVERSITI TEKNOLOGI MARA JENGKA’S CAMPUS)

UiTM is formerly known as Universiti Teknologi MARA in Malaysia. UiTM Jengka’s campus
is one of the branches Universiti Teknologi Mara that is located in the state of Pahang Darul
Makmur. Basically, it was founded in 1985 in Kuantan, Pahang. After operate about 8 years,
the campus moved to its permanent location in Bandar Jengka City at May 1993. Started
with a total of 225 students, 15 administrative staff and 6 lecturers started their new journey
Jengka’s campus. A peaceful environment, experienced staff and a friendly community
makes UiTM an institution that is conducive in teaching and learning.

During the interview, Mr. Yusaini told us that the Transportation Unit is exist when the
Universiti Teknologi MARA moved to Bandar Jengka City. According to him, Transportation
Unit is managed by Mr. Muhammad Faizal bin Muhammad Roslan under Administration
Department (HEA). The purpose existence of this unit is to provide transportation for
students. For an example, Transportation Unit providing transportation for students to go to
the hospital during emergency and also provide bus for student to go to Jengka City.
Besides that, this unit also provide bus for students’ academic visit outside from Jengka.

MISSION

To establish UiTM as a premier university of outstanding scholarship and academic

excellence capable of providing leadership to Bumiputeras’s dynamic involvement in all
professional fields of world class standards in order to produce globally competitive
graduates of sound ethical standing.

VISION

To enhance the knowledge and expertise of Bumiputeras in all fields of study through
professional programs, research work and community service based on moral values and
professional.

OBJECTIVES

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  To provide maximum opportunities for bumiputeras to pursue professionally-
recognised programs of study in science, technology, industry, business, arts and
humanities.

 To provide quality and innovative programs of study relevant to current market needs
and customer demands, and in line with policies of national development.

 To establish a human resource development program as a tool for the assimilation of

a value system within the university community.

 To ensure that UiTM graduates are adequately prepared to join the local as well as
the global workforce.

 To establish UiTM as a centre of excellence that is accountable for the effective and
efficient management of its human resources, finances and assets in order to
achieve its educational objectives, while playing its role as a catalyst in community
development.

SERVICE PROVIDED IN TRANSPORTATION UNIT

 Assist student in transportation booking process

 Provide bus for student to go to Jengka City

 Provide car for emergency case

 Provide bus for student’s academic visit

 Provide lorry for student and Uitm

 Provide qualified driver for VIP

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ORGANIZATIOINAL CHART

Muhammad Faizal bin

Muhammad Roslan
Head of
Transportation Unit

Mariam Zamzurina binti

Yusaini bin Osman
Jaafar
Clerk
Assistant of
Transportation Unit

22 drivers

DESCRIPTION OF ‘AS IS’ PROCESS

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  Name of the process to be improved.

Figure 1: Transportation booking system

According to Mr. Yusaini, before he create a new system, he using a manual process

to record all the data about the information of the transportation booking process and driver

schedule. He only write down all the information of the user based on the form that the user

fill in. After that, he has recorded all the information, he will keep the information in the file at

his office. When the process of booking is process, Mr. Yusaini will check the driver

schedule in their file to see which driver is available. He though that using this way will

increase more mistake and took a lot of time.

Then, he create a new system called “Transportation Booking System” using

Microsoft Access. The system help him to record all the information about the user such as

the date of the booking, time of the booking, place to pick up the student, number of bus

booked, the destination, the driver that will drive the transportation and number of the

students. All the information is important to Mr. Yusaini because it need to be recorded and

match with the schedule of the drivers. Furthermore, this system can only be access by him

because other staff refuse to use it. Other than that, this system can be use in the computer

and save in his computer and also in his pen-drive.

 Process or flow of booking

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 Start

Request
Request form

Fill out the form

Submit the form

No Yes
Get
approval

Make
payment

Give the
receipt to the
Transportation
Unit

Finish

Figure 2: Flowchart of booking transportation

 Personnel / people involved in the process.

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People that involved in this process are Hal Ehwal Akademik (HEA), Mr Faizul as “ Timbalan
Pendaftaran” Mr Yusaini as the clerk in Unit Kenderaan which these people that will involve
in the process of ordering system management. For the booking process Mr Yusaini will
check the form and give it to Mr. Faizul or Madam Zamzurina for approval Mr. Yusaini also
responsible in selecting the driver and check their availability.

 Description of the current analysis.

As we can see the current system have so many processes, they need to follow which will
cause a problem and error in the system. This system a lot of documentation and paper-
based so it is not efficient. It also requires a lot of time because student need to come to the
office just to get the form and come back again with a complete form. For example, if the
student request for booking is been reject, the student need to do the same process from the
first step again and pick a new booking date or repair their proposal.

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EXAMPLE OF FORMS (INPUT) OF THE CURRENT SYSTEM

There are two example that we found from the interview which is the transportation
application form and driver schedule book. These are the example input process that Encik
Yusaini used to record the data or information.

Figure 3: Transportation Application Form

1. Application Form

- In the figure 3 is the example of form that user need to fill in and this is the first step
for the user when they want to booking the transportation. Mr. Yusaini said before
the user want to book the transportation, they must follow the several condition term
that have been given. The user must attach the form with the program approval
letter or their proposal. The criteria that need to fill in the form are type of vehicles
that user want to use such as car, van, bus and lorry. Then, they need to choose for
the type of use either official or rental. Moreover, the user need to fill in the
information about themselves such as name, position, number of student or staff,
number phone and amount of user. Therefore, they also need to fill in information of
their trip such as the purpose, the destination of the trip, number of user, date and
time of user go and back. Last part of the form is for the office used either it can be
approve or not. After the user follow all the condition term with the complete form,
they will get the transportation on the date that they have decided.

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1. Proposal

- Proposal is the output that the student need to send together with the application
form to the transportation unit. Madam Zamzurina and Mr. Yusaini will check the
proposal to see the purpose of the student want to book the transportation. The
activity in the proposal must be related with the UiTM academic activity so that the
process of booking is easier. The proposal also is the evidence that the student want
use the transportation in the right purpose.

2. Receipt

- Receipt is also the output process that the student need to give to the transportation
unit. The receipt is a proof that the student need to pay to the driver if the driver work
overtime when drive them to the destination they will go. To get the receipt, the
student must bring the application form and they proposal and go to the treasures
office and make a payment in there and bring the receipt to the transportation unit to
proceed the process of booking.

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EXAMPLE OF FORMS (OUTPUT) OF THE CURRENT SYSTEM

Output is the process that has been done after recorded the data or information. Below in
the output of transportation booking process, it contain three output process which is
application form that completed filled, proposal and receipt.

Figure 4: Approval form

1. Approval form

- Approval form is the output to book the transportation and before to get the approval
the student need to complete fill in the form that has been given. In the application
form they need to fill in include what type of transportation they want, applicants
details, users details, and the purpose of book the transportation. After that they
need to send it to Mr. Yusaini and he will check the form and find the driver and the
transportation that free with the date they request in the form. After that Mr. Faizal
will check and he will approve the form if there is no mistake.

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 Figure 5: Driver Schedule Book

2. Driver Schedule Book

- After Encik Yusaini get the form that has been complete, he will fill the information
into the book of driver’s schedule based on the form. The book has been classified
by the date and time, and Encik Yusaini need to fill the information on the book such
as name of the driver, number of the transportation, name of user and the time and
date of user go and back. But before he decide who is the driver for the trip, he will
check the available driver from the schedule since the drivers are his worker.
Furthermore, Encik Yusaini said that by using this book, he can know whether his
workers do their job efficiently or not because all the job of the drivers has been
recorded in the book. He also mentioned that if the driver work over time, the user
must paid for the extra hours to the driver because they had exceed the limit time for
their working hours.

3. Instruction letter to the driver

- Instruction letter is for the driver which after Mr. Faizal approve the form, Mr. Yusaini
will check the driver schedule book to see which drivers is available to take in charge
for the job. When he get the driver name that are available, he will send the
instruction letter to the drivers to make the drivers aware that they have a duties. Mr.
Yusaini will print the letter and sign it, then he will give to the drivers.

 Fishbone diagram for problem statement

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 Employee Policies/Procedure

 Reluctant to
change
 Difficulty in
checking driver
availability
 Have to come to
office for the form
 Involve a lot of
documentation
 To many steps for
booking transportation
process
Inefficient of
Transportation
 Take a long time to
Unit system
process the information
 Take time for the request
to be approved by HEA

Student Time

Inefficient of Transportation Unit System

1. Employee reluctant to change

- The first problem we discovered based on our interview session with Mr Yusaini,
we found out that it is hard to make the changes to the Transportation Unit
because the employee which are the drivers are refuse to change the system.

2. Difficulty in checking driver availability

- Based on Mr. Yusaini, before Mr. Faizal approve the booking, Mr Yusaini has to
make sure that driver on the booking date are available. He will check the
availability of the driver from the schedule book. However, using the manual
schedule book can be troublesome sometimes. The information sometimes
could be misleading and it is so inconvenience because it took a lot of time.

3. Student have to come to the office to get the booking form.

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 - Problem faced by the student is to get the form of booking from the
Transportation Unit. We found out that this is so inconvenience and troublesome
because the transportation unit located far from student’s hostel. Furthermore,
sometimes there is not staff at the transportation office due lack of staff since
othe only person in charge is Mr. Yusaini. So, student cannot get the form from
anywhere except form the unit itself.

4. Involve a lot of documentation

- Another problem faced by the student is to complete the booking process, it will
involve a lot of document. The student need to fill in the transportation booking
form first and come out with the proposal. So, it took a lot of documentation
process to be submit.

5. Too many steps for booking process

- Using manual system, incurred a lot of process and steps. In other word, it will
take a long of time just to finish the process. When there is too many steps to
follow, it will have a high tendency in creating ereror that makes the student have
to back to previous step.

6. Take a long time to process the information

- By using the manual, it take a long time to process the information because Mr.
Yusaini need to check the driver avaibility first before to approve the form. So it
will take times to get the approval.

 Name and responsibilities of transportation staff

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In the process to complete business process reengineering, they create a team that consist
four people in order to make it successfully. Below is the description of the name and
responsibility of each team member to run it smoothly.

NO NAME RESPONSIBILITY

 Delegates detail work to each group.

1 ENCIK MUHAMMAD FAIZUL BIN
 Monitor all the activities of the group to run it
MUHAMMAD ROSLAN
smoothly.
(Project Operation Manager)
 Lead the group through influence and inspire
others to action.
 Responsible to monitor the group day to day
project management.
 Know any problem that will arise and know
how to solve it.
 Remove any obstacle that come arise.
 Ensure that the system are successfully
complete on the appointed date.
 Organize the projects events for their group
2 ENCIK NASARULLAH BIN ABD
and provide the direction.
KADIR
 Manage the project on a day-to-day basis.
(IS / IT Specialist)
 Establish all issues are researched and
increased.
 Leading groups to achieve their own objectives
3 PUAN MARIAM ZAMZURINA
 Manage the project on a day-to day basis.
BINTI JAAFAR
 Give an advice about Business Reengineering
(Project Facilitator)
techniques and methodology.

4  To ensure that the system are function well

ENCIK YUSAINI BIN OSMAN
before publish it.
(Knowledge Coordinator)
 Conduct pilot test of the system before rollout.
 To ensure the project runs smoothly.
 Keeping all the document of the project.

Description of “TO BE” the process

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 We want to create a system for Transportation Unit in Uitm Jengka for their online
booking system. The system would allow student to booking the transport online. Before the
system was created, the student need to come to the office to get the application form and
fill it in. With the new system, student will be able to fill in the form and waiting for the
approval online. It will be easier for them because they do not need to go directly to the
office and it took shorter amount of time to be approval.

The system will make it easier for the staff to deal with student booking because they
do not have to going through all the paper and they just can check the booking online and
approve it directly. Usually the staff can process the booking in two days of working day.
So, the student will get the approval in that time compare to the original process that took
quite some time for the approval

After the booking is confirm, the data will automatically save in their system.
Therefore, they do not have to retype the data about booking check the data manually. The
staff also can easily review the booking form and proposal that completed by the customer
from the system. The data of the booking will be safer if they keep in the system rather than
keeping the order in paper-based that they will be more exposed to damage or missing.

 The steps involved in the booking process.

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 Start
Student or staff who want to
book the transportation.

Online Booking Transportation

Student or staff need go to website
to book the transportation.

Fill out the form

Fill out the requested criteria
for booking transportation

Attach proposal
Before making a booking online, the
proposal need to be prepared.

Application will be verify in two days

Encik Yusaini will verify the applications

Print out the approval

Student or staff need to print
out the applications.

Figure 3: the new process of

booking transport

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 The new information system is create from web based and it called E Transportation
UiTM Jengka. The new process improved and changed the way Mr Yusaini do his work on
booking transportation. The whole process is now electronic, that make the users easier to
get the booking transportation. Technically, this booking transportation can be book
everywhere and anytime that users want. The procedure of the new process is now reduced
from nine step to five step.

Step 1: Students or staff need to open the website and search E Booking Transportation
Uitm.

Step 2: Students or staff need fill out the form in online. The criteria that need to fill out the
form are type of vehicles that they want to use such as car, van, bus and lorry. Then, they
need to choose for the type of use either official or rental. Moreover, the user need to fill in
the information about themselves such as name, position, number of student or staff,
number phone and amount of user. Therefore, they also need to fill in information of their
trip such as the purpose, the destination of the trip, number of user, date and time of user go
and back.

Step 3: Before making a booking online, students or staff need to prepare the proposal.
After they have completely prepared the proposal, they need go to the website and attach
the proposal.

Step 4: Mr. Yusaini will rechecked and verify the applications. The process of booking
transportation will be process in two days. After Mr. Yusaini have verified the application
from the users. Then, he need to further the application to Madam Mariam Zamzurina binti
Jaafar or Mr Faizul to approve the application.

Step 5: After the application have been approved. Students or staff need to check the
status of applications. Students and staff need to print out the approval as evidence for the
future use.

 Benefits of ‘To Be process’

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The benefits of To Be Process are as followed:

 Reduced time
The new system will eliminate a few steps in the booking process to reduce the
processing time and implementation. This will indirectly lead to customer’s
satisfaction because their booking will be a lot easier and quick.

 Increase Transparency
This is to enable the process of monitoring and reporting of the system process flow.
The simpler the flow, the lesser the problems that Transportation Unit might face.

 Improve productivity
The booking process will become more efficient and faster due to the steps that are
not complicated and simple enough to be done.

 Reduced risk

When using the old manual system, there will be a lot of misplaced and missing
document because they put the booking form and the proposal in filing system.
Therefore, by implement the online booking system. The system will directly save all
the date and information about the student without using paper.

CONCLUSION

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Measurement Fundamental
The table below shows the measurement fundamental that have been use in order to
measure the E Transportation UiTM Jengka’s new system whether the business
reengineering is efficient or not.

Measure Quantity Quality

 75% students completing to  80% students rating the

make rent vehicles from the E system as “good” since the
Customer Transportation UiTM Jengka system meet their
(External) system requirement
 75% students show that  80% students rate
convenient with the new “improved” in job
solution system performance related to
Transportation Unit

 75% employees reduced  The system is efficiently

Process working hour day and user-friendly to use by
(Internal)  75% employees work process the employee
become smooth  The level of expectation
system is satisfied to use

CRITICAL SUCCESS FACTOR OF THIS PROJECT

Based on the business process reengineering at the transportation unit, we discover a few
factors that are critical success of this project. The first factors that we are discover is a

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business focus – in all dimensions which success depends on integrating in process,
technology and organization. The first one is business focus on the process which is can
be define as a series of actions or steps taken in order to achieve a particular result. Mr.
Yusaini focus in preparing the system by determine what types of system he wants to
make. After that, he follows step by step by giving duties towards his employees and
started to make a pilot test after he managed to create the system. Before implement it in
the organization, he asks his employees to try it first to see if there any lack or problem
occur. Besides that, he also makes a lot of try and error process in order to get a useful
system for the organization.

The second one is technology which is means the tools and machines that help to solve
problems or do something new. For the new system, Mr. Yusaini have been uses web-
based information system which can be define as an information system that uses internet
web technologies to deliver information to users or other information system. Unlike the
traditional application, web system is easy to access anytime and anywhere. By using this
system, it will be easy for the employee to reach it even they are not in the workplace.

The last one is organization which is means people in the organization. To achieve the
objectives of this business process reengineering, all the employees at the transportation
unit play their role to make the system success. They also showed their support and
interest by implement the new system.

The other critical success that we discovered is time which can be define as a plan,
schedule or arrange when something should happen or to be done. In order to build a very
good system require longer implementation time. This is because Mr. Yusaini take times
while create this system and make test frequently before implement it so that if he
discovers any problems he will start the system back and plan it again until he is success.
He believes if he not rushing to create the system, it will come out perfectly. Then, since the
employees is using manual process before, it will take times for them to fully understand and
adapt with the new system.

The problem that faced by the team in order to implement the system is hard to get feedback
from students since the admission of the student only twice a year. Next, the employees
itself reluctant to change because they already used the manual process for several years
and they must learn all over again to use the new system.

APPENDICES

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Figure 4: Homepage of e-transportation

Figure 5: About e-transportation

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Figure 6: Contact info

Figure 7: Online form

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Figure 8: Booking status

Figure 9: Booking status approve or disapprove

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