PTS3216

INDUSTRIAL TRAINING FINAL REPORT

AUGUST 2020 SEMESTER, 2/20/34 ACADEMIC SESSION

TABUNG HAJI AMPANG BRANCH

AMPANG, SELANGOR

BY

SYAFINA HANIZA BINTI HASSAN

4174014071

FOR

MADAM HASDALINA BINTI HASIM

BACHELOR OF BUSINESS MANAGEMENT

FACULTY OF BUSINESS AND ACCOUNTANCY
UNIVERSITI SELANGOR

1 SEPTEMBER 2020 – 11 DECEMBER 2020

 ACKNOWLEDGEMENT

All praises to Allah and His blessing for the completion to finish the task for my

industrial training requirement. I thank to Allah for all the opportunities, trials and strength

that have been showered on me to finish writing the report. I experienced so much during this

process, not only from the academic aspect but also from the aspect of personality. My

humblest gratitude to the holy Prophet Muhammad (Peace be upon him) whose way of life

has been a continuous guidance for me.

First and foremost, I would like to sincerely thank my industrial supervisor Mrs Hajah

Biby Haslinda binti Karibullah and my academic supervisor Madam Norhasdalina binti

Hasim for their guidance, understanding, patience and most importantly, they have provided

positive encouragement and a warm spirit to finish this report. It has been a great

pleasure and honour to have them as my supervisor for 15 weeks.

My deepest gratitude goes to of my colleagues that helped me to complete my report

are Mr Haji Muhammad Qahhar bin Jusoh, Mrs Siti Nur Amirah binti Adzlan, Mr Amirul

Hakim bin Mat Said, Mrs Nurulhidayu binti Salleh, Mr Haji Amir Fahmi bin Basir, Mrs

Nuzul Asrar binti Abdullah Fadzil, Mrs Hajah Azira binti Nazar, Mrs Hajah Sabariah binti

Yahya, Mr Haji Ahad bin Harun, and Miss Nur Diini Afiqah binti Khairudin. It would not be

possible to write this report without the support and the idea from them.

I offer my special thanks to all my family members for their motivation, prayers

and their sincere help during internship life. Most importantly, I also want to extend my

thanks to all my beloved friends who were with me, support me through thick and thin and

helped me so much to giving the ideas for this report. I thank them wholeheartedly. May God

shower the above cited personalities with success and honour in their life.
 TABLE OF CONTENTS

ACKNOWLEGEMENT i
TABLE OF CONTENTS ii
LIST OF FIGURES iii
PART A

1: INTRODUCTION
1.1 Placement Department
1.2 Training Objective
1.3 Types of Assignments to be Submitted

2: ORGANIZATION BACKGROUND
2.1 History of Establishment
2.2 Vision, Mission and Objective of Organization
2.3 Nature of Business / Service of Organization

3: ORGANIZATION STRUCTURE
3.1 Organization Chart
3.2 Task and Responsibility of Department 4:

GENERAL OPERATION

5: ACTIVITY DURING TRAINING

5.1 List of Tasks/Responsibilities
5.2 Experience, Knowledge or Skill Acquired 6:

COMMENT OR RECOMMENDATION

7: CONCLUSION

PART B – STUDY REPORT

CHAPTER 1: INTRODUCTION
1.1 Background of the Study
1.2 Problem Statement
1.3 Objective

CHAPTER 2: LITERATURE REVIEW

CHAPTER 3: METHODOLOGY
3.1 Research Method
3.2 Data Sources

CHAPTER 4: FINDINGS AND DISCUSSIONS

4.1 Findings
4.2 Discussions

CHAPTER 5: RECOMMENDATION AND CONCLUSION

5.1 Recommendation
5.2 Conclusion

BIBLIOGRAPHY
APPENDICES

LIST OF FIGURES
Figure 1: Lembaga Tabung Haji Logo………………………………………………...

Figure 2: Member information form………………………………………………......

Figure 3: Savings form…………………………………………………………………

Figure 4: Savings transfer form………………………………………………………..

Figure 5: Close account form………………………………………………………….

Figure 6: Tabung Haji Ampang Branch organization chart…………………………...

Figure 7: Tabung Haji Ampang Branch, Bandar Baru Ampang………………………

Figure 8: Lestari Selangor daily recorded in TH Ampang branch transactions……….

Figure 9: Savings form, savings transfer form, member information form,

and nominee form…………………………………………………………….

Figure 10: Opening booth at Surau PPR Batu Caves, Gombak……………………….

Figure 11: The latest information updated at TH social media………………………..

Figure 12: Poster of TH Ampang temporarily closed due to CMCO………………….

Figure 13: Salary deduction form………………………………………………………

Figure 14: Tablet/iPad that TH can implement to use a form through technology……
 PART A

GENERAL REPORT

Figure 1: Lembaga Tabung Haji Logo

 PART A: GENERAL REPORT

1.0 INTRODUCTION

1.1 Placement Department

I had been undergone internship or industrial training at Lembaga Tabung Haji, at

the Ampang branch for 15 weeks starting from 1 st September 2020 until 11th

December 2020. I had been placed in depositor services and operations department

at Tabung Haji Ampang branch and had been appointed by Mrs Biby Haslinda binti

Karibullah which is my Manager and as my an Industrial Supervisor.

1.2 Training Objective

1.2.1 To expose the students to the real life working experience and expanding

the knowledge in their specific field

Students will further learn about their life profession. They will also learn what

they need to do in order to finish their works. This will prepare the students so

that they will easily fit in and fulfill the demands of their profession after they

finish their course.

1.2.2 To produce trustworthy workers with high responsibility and able to

cooperate with other staffs

All tasks assigned by the supervisor must be accomplished with a sense of

trustworthy and full responsibility. This behavior is very essential to ensure

that any organization entrusted to students performs flawlessly. It also trains

students not only to be frank with themselves, but with the others as well.
 1.2.3 Learn to interact with superior officers

In this training, students get the opportunity to interact with upper

management such as manager, coordinator and others. With this opportunity,

students will be able to associate and discuss with them in a closer way. This

opportunity will not come without the implication of Industrial Training. This

opportunity should be used well by the students to learn more.

1.2.4 Enhance student’s confidence at the end of the training

When the Industrial Training students are exposed to a variety of problems and

had to face it. With the experience learned through Industrial Training, the

students will be more confidence both in learning and working. High spirit and

skill to overcome the problems faced certainly create a strong confidence in

the students.

1.2.5 To make use of the theory and learned in the polytechnic

Students are only exposed to be basic theory and needed in the fields of their

own. These theory and were mainly according to the books. With the

Industrial Training in place, students will experience real life situation in the

field. This will make the student use their knowledge in order to get their

works done.

1.3 Types of Assignment to be Submitted

There are several types of tasks to be submitted for industrial training purposes:
1.3.1 Logbook

Log book is a daily activities book that need to record by all trainees during

practical training. This consists of the role that the trainee conducts in the

company on a daily basis and must summarize the weekly activities. This

logbook will be submitted for review and signature by the industrial supervisor

at the end of the week.

1.3.2 Final Report

Final report is an important document to each of the students. It is a

document with the activities that have been learned throughout the industrial

training. After the industrial training has completed for 15 weeks, the final

report have to submit with the logbook to the academic supervisor. There will

be many new things that students will face during the period of the Industrial

Training. These events will enhance the curiosity in the students.

Other than that, the real life exposure given to the students will also

increase the interest of the students towards their fields of studies. One

excellent work would mean nothing if it cannot be reported in a statement that

is excellent. Therefore, writing reports require special attention of every

student to be able to follow every instruction set and can meet the needs of an

institution. Each student will be grateful to be able to prepare this report in a

timely manner and can generate a report that includes all the parts that have

been learned during the training industry in their own company.

The final report is split into two parts, that are part A and part B. Part

A focuses on the organizational background, structure of the organization,

 general activity, training programmes, as well as comments and

recommendations to enhance its operation. In the meantime, part B consists of

research into issues that need to be analyze and propose to the organization

that can be use to boost its operation in the future.

1.3.2 Presentation slides

To prepare presentation slide. Those slides will be presented

during the industrial training in the company to be reviewed by the

academic supervisor and industrial supervisor. The presentation should

consist of part A that shows the industrial company details and part B is

based on study report which the topic should be approved by the industrial

supervisor as well as the report.

2.0 ORGANIZATION BACKGROUND

2.1 History of Establishment

Prior to the establishment of Lembaga Tabung Haji, there was no Islamic

financial institution that provided services to the Muslim in this country to save for

hajj expenses. Even though several banks were already operating, the Muslims were

reluctant to use conventional banking for their hajj savings because they wanted to

ensure that their hajj savings were free from riba’ (usury) in order to attain a Mabrur

Hajj.

The idea to set up the Prospective Hajj Pilgrims Savings Corporation

(Perbadanan Wang Simpanan Bakal-bakal Haji (PWSBH)) was triggered by a

proposal made by the renowned Malay economist, the Royal Professor YM Ungku

Abdul Aziz bin Ungku Abdul Hamid in December 1959 to the Federal Government

of Malaya.

Beginning 30 September 1963, PWSBH created history by opening counters

to collect deposits from prospective hajj pilgrims in the country. Malaysian Muslims

were taught at an early age on the need to save in a Shariah-compliant organization

to prepare for their hajj.

With the establishment of Tabung Haji, the affairs related to Malaysians’ hajj

pilgrimage became much easier and well-organised. Malaysian Muslims who are

making their maiden trip to the Holy Land would have nothing to worry about

because Tabung Haji looks into all their needs including matters related to passport,

hajj visa, transportation, accommodation in Makkah, Madinah, Mina, and Arafah as

well as healthcare and hajj guidance.

 For the Ampang branch office, the opening began on 15 December 1998 with

the name given to Tabung Haji Mini Ampang which has only three employees. At

that time, TH still had not changed its status to a branch because TH Mini Ampang

had only one floor and did not have many employees. Therefore, from the opening

year 1998, TH Mini Ampang maintained its name until 2014 where in 2014, TH

Mini Ampang was upgraded to a branch.

Therefore, TH Mini Ampang changed its name to Tabung Haji Ampang

Branch or TH Ampang in 2014 until now. Although TH Ampang branch has been

upgraded, but the office still maintains only one floor until September 2015, TH

Ampang has two floors that are ground floor and first floor which have 11

employees including Auxiliary Police from TH itself. For the ground floor, the

office space is 1,923 kps while the first floor office space is 2,154 kps.

2.2 Vision, Mission and Objective of Organization

2.2.1 Vision

“The Pillar Of The Ummah’s Economic Success; Excellence In Hajj

Management”

2.2.2 Mission

In achieving TH’s vision, Lembaga Tabung Haji pledge:-

1. To strengthen the economy of the ummah

2. To remain active in seeking strategic investments locally and globally to

ensure sustainable growth

3. To consolidate and enrich depositors’ funds

 4. To continuously provide excellent services

5. To facilitate and assist pilgrims towards achieving a Mabrur Hajj

6. To provide competitive, halal and toyyiban return

2.2.3 Objective

 Tabung Haji main objective is to ensure that depositors’ savings are secure

and free of usury to enable them to fulfill the fifth Pillars of Islam and to attain

a Mabrur Hajj. Dividend and bonuses were not in the mind at all, at that time.

The confidence displayed by the prospective pilgrims drove PWSBH to

continue upgrading its services to ensure that it fulfilled the ‘fardu kifayah’

(religious duty of collective obligation). Since then, PWSBH continued to

intensify efforts in attracting more Muslims to use the savings facility provided

by the government to ensure that their savings were always ‘halal’ and safe.

2.3 Nature of Business / Service of Organization

The services offered for depositors at the TH Branch Office are New Account

Opening, Savings and Withdrawals, Account Updates, Hajj Registration, Close

Accounts, and Travel and Tours Services. For the New Account Opening, a new TH

account is effortless and can be done at all TH counter and TH mobile counter, TH

Strategic Partners (Bank Islam & Bank Rakyat) and TH Community.

NEW ACCOUNT OPENING

There are two types of accounts which are adult account and children account. To

open an adult account, 18 years of age or older based on the date of birth and they

must bring along their Identification Card (MyKad) upon registration. To opening

children account, they must below 18 years old. The guardians are subjected to the
Child Protection Act 2001, Guardianship of Infants Act 1961 and Registration for

Adoption Act 1952. Guardian must be TH depositors and Malaysian citizens. Other

than that, only one guardian is allowed for an account and they must bring along the

child's birth certificate and Identification Card (MyKad or MyKid). The guardian is

strongly advised to change the status of their children’s/ dependants’ accounts who

have reached 18 years old and above from Child Account to Adult Account. To

change of the account status can be done at any TH offices and the application must

be done by the legal guardian. As long as the account status remains as a Child

Account, the guardian will be solely responsible for the account and its activities,

even though the child has exceeded 18 years of age.

Figure 2: Member information form

SAVINGS AND WITHDRAWALS.

To make savings transaction, no savings limit imposed. Savings can be done by cash

deposits, cheques, fund transfers or through any of the following methods at the TH

service counters (Headquarters and Branch Offices), TH mobile counters, salary

deduction, electronic and Internet Banking, service counters of TH strategic

partners, and collection agents.

Figure 3: Savings form

To make withdrawals transaction, maximum cash withdrawal is RM10,000 at

Tabung Haji, Bank Islam and Bank Islam counter. Non-cash withdrawal of more

than RM10,000 can only be done at TH headquarters and branch offices by

telegraphic transfers.

Figure 4: Savings transfer form

MAKE AN ACCOUNT UPDATES

TH depositors have begin to visit Tabung Haji (TH) counters to update their saving

account. Depositors can also check their accounts by visiting counters at TH

strategic partners premises such as Bank Islam and Bank Rakyat, other than using

ATM machines or internet banking portals of Bank Islam, Bank Rakyat and
Maybank Islamic (Maybank2u) as well as TH's Internet Portal (THiJARI) and

mobile application (THiJARI).

HAJJ REGISTRATION

In qualifying themselves to register for hajj, depositors must have a minimum

balance of RM1,300 in their TH accounts and never performed hajj. The depositors

must bring along their identification documents (MyKad) and Birth Certificates for

those aged below 12 when registering for Hajj at TH counters. The depositors also

can make a hajj registration through Employees Providend Fund (EPF) scheme.

Through the EPF Hajj Registration Scheme, TH Depositors are required to submit

their EPF identity card and statement when registering for Hajj. The assigned year

for hajj will be retained.

CLOSE ACCOUNTS

There must be four reasons which are death of depositors, invalid depositors,

order by the authorities, and dormant account. For the death of depositors, claims

can be through inheritance that carried out by Nominees and Trustees according to

the Islamic Law and also through Hibah Amanah that carried out by Hibah Amanah

beneficiary or legal guardian named in the TH Hibah Amanah document. Invalid

depositors also can lead to close accounts in the condition of comatose, incompetent,

incapacitated, senile, or mentally unstable depositors.

Moreover, close account can be order by the authorities which is the

authorities may order TH to close certain depositors’ account by issuing or

presenting a court order. Lastly, dormant account. Depositors’ accounts with no

 transaction for more than 7 years will be classified as Inactive Accounts, in

accordance with the Regulations and the Tabung Haji Act (1995).

Figure 5: Close account form

TRAVEL AND TOURS SERVICES

TH is involved in the travel and tours services sector through TH Travel and services

Sdn. Bhd, a wholly-owned subsidiary of THHR, TH Travel & Services Sdn. Bhd.

(THTS) provides a complete travel and tours services especially for Muslim. THTS

services include hajj and umrah packages, tours packages, hajj charter services, flight

chartering, ticket purchases, halal catering and logistic services. With more than 30

years’ experience, THTS offers various services through its wide network of domestic

and international satellite offices, with the promise of “Confidence, Convenience and

Comfort”.
3.0 ORGANIZATION STRUCTURE

3.1 Organization Chart

This is the organization chart of Tabung Haji Ampang Branch, Ampang, Selangor.

Figure 6: Tabung Haji Ampang Branch organization chart

Figure 7: Tabung Haji Ampang Branch, Bandar Baru Ampang

3.2 Task and Responsibility of Department

3.2.1 Assistant Financial Manager

1. Ensure that office operations run smoothly and comply with the rules in force

to avoid any breach of rules and misappropriation of money and power.

2. Plan and control spending prudently based on budget approval, implement

strategic austerity measures and ensure efficiency in spending.

3. Verify the payment process to be in line with the Payment Policy and Financial

Policy.

4. Ensure that documents and financial records are filed, maintained and kept

properly and securely.

5. Prepare counter and financial performance evaluation report so that the set

targets can be achieved, member competencies can be assessed and

improvement measures can be taken.

6. Ensure that the financial work process is in accordance with the rules in force

so that there are no errors in the work process and misappropriation of money.

7. Perform Financial back office work such as verification of reports and

transactions to ensure all transactions are recorded accurately and correctly.

8. Implement procurement matters based on office requirements and ensure no

breach of regulations, conflict of interest and comply with the Integrity pact in

force.

3.2.2 Teller Clerk

1. Perform all transaction transactions involving counter transactions.

2. Ensure the loan money is always sufficient, genuine and safe during operation.
 3. Ensure all counter operating requirements are adequate and function well

before and after operation.

4. Perform cross-checking on transaction slips and arrange counter documents on

a daily basis.

5. Assist in providing information and information to customers related to Tabung

Haji products and feedback to customers.

6. Assist in implementing the office sustainable program according to the set

targets.

7. Implement SPP, comply with serving time norms and ensure customers provide

feedback for each transaction (MyQ).

8. File financial documents and records and ensure that they are well maintained

and kept.

3.2.3 Hajj/Marketing Executive

1. Plan and Organize Marketing Programs. Plan and formulate TH Branch

Marketing strategies to ensure that annual targets are achieved at a cost-

effective rate. Organize the implementation of the marketing plan and ensure it

runs smoothly.

2. Evaluate & Analyze the Achievement of Programs That Have Been Done.

Empower, implement programs that have been set. Evaluate and analyze each

program achievement done and improve for the next program.

3. Review Campaign Reports And Activities. Check the results of campaign

activity, check the remaining stock of marketing souvenirs, customer

satisfaction. Management of 3 complaints at the end of each month and ensure

that the report is sent to the Customer Service Division on time.

 4. Customer Service and Information Delivery. Review and take action on

customer complaints / inquiries, provide information and suggestions for

appropriate solutions to ensure customer complaints / inquiries can be resolved

properly, prudently as well as provide satisfaction, confidence to customers and

ensure SPP practices are always practiced.

5. Member and Practical Student Affairs. Monitor and ensure member discipline

is always at a good level by analyzing monthly attendance reports, as well as

member leave and taking action against members who break the rules through

the disciplinary committee. Manage and ensure training programs for TH State

and TH Branch members run smoothly according to plan. Ensure coordination

of practical students / practical training in each branch.

3.2.4 Administrative Clerk/Hajj

1. Receive and forward official letters according to the set time, maintain files and

minutes, prepare meeting requirements, record stamp books and distribute new

procedures / information issued from time to time to members so that

information can be conveyed accurately.

2. Prepare monthly attendance reports, member leave, allowance claims, handle

course work / training / member work process so that member human capital

development can be managed, and ensure members follow the rules that have

been set.

3. Update equipment / assets / stationery stock / office vehicles including

application / purchase of office equipment / assets / stock of office stationery so

that it is well maintained and organized and in accordance with the rules that

have been set.

 4. Perform hajj matters such as posting hajj offer letter, hajj appeal, cancellation

of hajj register, inspection of health of prospective hajj pilgrims, management

of receipt of passport distribution of hajj items and ensure the related work

process runs smoothly and in accordance with procedures.

5. Provide requirements for pilgrimage courses and programs such as Hajj Basic

Course (KAH), Hajj Intensive Course (KİH), Hajj Prime Course (KPH), Hajj

Special Course (KKH) and HISHAJ to prospective pilgrims / pilgrims in the

current year and monitor course implementation - Hajj course at the branch

level so that prospective pilgrims can go through the courses and training

provided by TH

6. Prepare Hajj activity reports such as Hajj Basic Course (KAH), Hajj Intensive

Course (KIH), Hajj Prime Course (KPH), Hajj Special Course (KKH) and

HISHAJ.

3.2.5 Marketing Clerk

1. Provide computer equipment, announcements and equipment for marketing

activities.

2. Adhere to soup when conducting marketing activities outside the office.

3. Ensure documents, money are in a safe place during marketing activities.

4. Ensure making marketing announcements before conducting marketing

activities.

5. Implementing cash handover to the supervisor is the same as in the system.

6. Prepare marketing report after completion of marketing activities.

7. Prepare monthly marketing report to be sent to the State Office at the end of

each month.
4.0 GENERAL OPERATION

4.1 Organization’s General Operation / Core Activities

Lembaga Tabung Haji (TH) is an Islamic institution that continuously strives

to provide various facilities which are comprehensive and systematic for the welfare

of Malaysian Hajj Pilgrims. Besides halal savings and efficient hajj operations

management, TH also manages investment transaction to add value to their

depositors.

Tabung Haji helping the depositors’ to get a successful pilgrimage with

afforadable spending. These can help all the depositors that wanted to perform their

Hajj with the subsidiaries from TH. The depositors’ just need to pay for RM10,000

and the balance of RM14,000 will be subsidised by TH. As for that, TH obtain a

Mabrur Hajj with reasonable expenses. TH also maintain the depositors’ account

professionally and manage it confidentially and privately such as if the third party

wanted to print a mini statement, they must get representative form from TH to get

a signature from the owner of the account and bring along both parties photostat

identification card (MyKad).

TH also provide accurate, clear, and up-to-date information. Such as about

Hibah Amanah, the teller will tell them accurate information of Hibah Amanah so

that they would not having a misunderstanding between owner of the account and

Hibah recipients. Moreover, TH provide courteous, fast and efficient services

compared at the bank because TH only focus at their own transaction and also give

accurate information to bring along their documents to make their transactions.

5.0 ACTIVITY DURING TRAINING

5.1 List of Tasks / Responsibilities

The following are the tasks assigned to me during the internship training:

1. Help the depositors to fill in the form and the details to make their transactions

such as making a savings, withdrawals, register for new account, register

nominee name for adult account, make a salary deduction to TH account, make a

telegraphic transfer, and close account before they proceed to the counter.

2. Compile the documents as morning daily routine that depositors did such as

register new account form, depositors make a first time update form, change

children account to an adult account form, nominee form, and inheritance form

and then compile all the documents from Monday to Friday transactions before

post it to the headquarters every Monday as weekly routine.

3. Count all the assets in the storage and in the store to be record in the file before

manager make a spotcheck every month. The assets must be recorded the date,

name, how much the assets take out or come in, and sign of employees

everytime the assets goes in and out.

 4. Updating Lestari Selangor list by daily for TH Selangor records.

Figure 8: Lestari Selangor daily recorded in TH Ampang branch transactions

5. Record all the in and out mail for branch’s recorded as if for the future reference.

6. Organize filing management in details such as put all the forms in the branch that

have gave to the manager for signature inside based on each file.

7. Make a record list of documents for disposal at the Bandar Tasik Selatan, Sungai

Besi.

5.2 Experience, Knowledge or Skill Acquired

During my industrial training time, here are the things I have learned:

5.2.1 Improve communication skills

In the working world, communication today is very critical. Enhancing

communication allows me to understand people and the circumstances

better. I have to entertain the depositors politely and softly as I should bring

a good name of TH since there are a lot of senior citizens depositors and
 parents with their baby. As for that, I can give accurate information politely

so that they will get a clear and direct information.

5.2.2 Be more organized person

I have become conscious of just what I'm going to do throughout the day

and the week. So I outline my duties and organize my workload. I could

manage my time and work better by doing so. Other than that, by priority

and deadlines, I also like to arrange my work. I do this so that with the

amount of time I have I can create the highest quality work. I like my

documents in a way that I can easily retrieve them.

5.2.3 Be more orderly and disciplined person

Becoming a disciplined person, I can achieve my goals. Every time I push

myself to do something I know I should do, I am building my self-esteem.

As for that, People’s respect for us will grow and I can influence the lives

of others. Every good and right thing I will do, influences the lives of those

who are watching and can have a ripple effect on future generations.

5.2.4 Know how to conduct time management

Punctuality demonstrates I am reliable. Striving to meet deadlines helps

establish my strong work ethic and my desire to be productive. The more I

keep the promises I make, the more my self-confidence will grow.

Punctuality indicates a person's respect for people and time. Punctuality

also one of the important factors in evaluating individual performance and

continued employment.
6.0 COMMENT OR RECOMMENDATION

Basically, during my industrial training at Tabung Haji Ampang branch, I had

gained a lot of exposure and knowledge in administration and customer service. I have

learnt how to co-operate with one another in a team when completing my tasks especially

on the urgent matters. I believe it would be better preparing for me in facing working

life. 15 weeks of industrial training at Tabung Haji Ampang branch had exposed me to

the real working environment. I have learnt how to deal with my emotion, to respect

others and communicate effectively. I have been placed under Mrs Hajah Biby Haslinda

binti Karibullah and she have guided me throughout my internship training.

For the recommendation, TH should provide Standard Operating Procedure

(SOP) to practical students. As for that, students necessarily know the exact flow of task

assigned and would not distracted with lack of information given. In order to avoid from

any distraction for the task, company should provide the Standard Operation Procedure

to the customer.

Secondly, provide students with project or tasks that struggle to complete. An

Industrial Training is a great way to see how much potential a student has in the field.

Some of the students are interested to have their own experience on solving problems

and critical thinking on work task given. It can improve student’s confident level and

would give the student a value added for future used.

Thirdly, company shall hired experience employee or fresh graduate. As we

know branch inadequate of employee, hence company shall hire an experience employee

or fresh graduate to achieve branch’s target such as average waiting time and serving

time, doing some marketing outside of the branch, complete the tasks at administration
division, and customer service staff to entertain customers and introduce them with new

application which is THiJARI.

Forth, extend industrial training period to (6) month. By extending the

duration, students will enhance the learning experience, skills and expertise in the task

and responsibilities we are assigned from 3 months to 6 months. 15 weeks of industrial

training is a small time period in which students can be constrained to focus on doing a

report and doing actual work at the same time. If the period can be expanded, it will take

6 months for the company to teach new internship students, rather than every 3 months to

teach new industrial training students.

7.0 CONCLUSION

7.1 Outcome or result of training towards yourself and knowledge

Industrial Training is a program that expose student to the real working

environment and experience. Students who receives the necessary training is better

able to perform their job. They becomes more aware of safety practices and proper

procedures for basic tasks. The training may also build the students’ confidence

because they have a stronger understanding of the industry and the responsibilities of

their job. This confidence may push students to perform even better and think of

new ideas that help their excel.

Continuous training also keeps the employees on the cutting edge of industry

developments. Employees who are competent and on top of changing industry

standards help the company hold a position as a leader and strong competitor within

the industry.

In conclusion, there were many things I have experienced and learned during

15 weeks of my Industrial Training. The whole training period was very interesting

and challenging. From beginning to end of Industrial Training, what can be conclude

are Industrial Training is very important and it can give many advantages for

students who will graduate their Bachelor Degree to gain experience before they get

to the real situation in the future where the student is being exposed to many kinds of

job or work with the time given.

Through Industrial Training, I learned to communicate better and polite when

facing the manager, staff, and customers. All of this valuable experience and

knowledge that I have gained were not only acquired through the direct involvement
 in the task given but also through other aspect of the training such as work

observation, interaction with colleagues, superior, customer services, administration

division, and marketing. I also learned to be more discipline when doing the work

given and committed in doing those work and job in work place.

7.2 Does the training achieve its objective?

From what I undergone, I am agreed that Industrial Training program have achieve

its objectives as stated. It is also the best way to prepare student in facing the real

working life. As a result now, I am more confident to step in working life and build

my future career.
 PART B

STUDY REPORT

IMPROVING CORPORATE
MANAGEMENT IN
TABUNG HAJI AMPANG
BRANCH
1.0 INTRODUCTION (OBJECTIVE / PURPOSE OF THE STUDY)

Business improvement is the process of the measuring, changing, and

measuring again to improve the revenue, efficiency, and reputation of a firm. The basic

types of business improvement includes management improvement, process

improvement, quality improvement marketing, capital improvement, information

technology, and organizational culture. Business leaders use methodological approaches

to analyze their processes in order to identify areas where they can improve accuracy,

productivity or effectiveness and then redesign those processes to implement the

improvements.

Business process improvement plan works by identifying the duties or skills of

employees that could be enhanced to encourage smoother operations, more productive

workflow and overall business growth. The purpose of the business process improvement

plan is used by businesses to find ways to reduce the time it takes for processes to be

completed, to minimize waste and complexity in these processes, and to increase the

quality of the goods or services generated by these processes.

For Tabung Haji Ampang Branch, business process improvement plan can

provide an effectiveness ways how to use marketing strategy that can implement in the

company for the products and services that Tabung Haji provided. Moreover, Business

process improvement plan is often conducted by business leaders to ensure greater

compliance with laws and regulations regulating such processes or to enhance customer

loyalty or experience. Business process improvement plan techniques can also help an

enterprise meet customer demands and business goals more effectively.

2.0 PROBLEM STATEMENT / ISSUE

2.1 Lack of marketing to attract customer

This year, Tabung Haji has launched THiJARI to make it easier for depositors

to check their account balance and register for Hajj through application for all

devices. Tabung Haji are using brochures, THiJARI and opening booth for several

established company for medium of marketing but due to Conditional Movement

Contol Order (CMCO), Tabung Haji Ampang branch have to close and marketing

strategy has limited to media social only.

As shown is statistics provided by Tabung Haji, only 27% out of 52% muslim

population in Ampang were registered for Tabung Haji account. However due to this

issue, people were not exposed to Tabung Haji services and organization unable to

achieve their engagement target.

Elders who has awareness to performing Hajj but they have limitation on

information exposer since all the updated information were shared in media social.

Regarding to the issue, all the updated information unable to be deliver to those who

are technology illiterate.

2.2 Insufficient headcount

Basically, it can be incredibly difficult to operate in an understaffed office. In

order to perform few services, the other office members need to exercise the best

time management capacity. There are undoubtedly several workers in this office

who help to complete other activities that are not their responsibility. In order to

complete other tasks, they will need to learn other skills in different fields.
 The hassle that Tabung Haji are facing when a teller is on leave, other

employee from different job scope need to conduct process that beyond of their job

span. As a consequence, every clerk has to encounter work load.

High-quality services should not be served with insufficient employee. This

combination results in disappointed depositors due to limited number of operated

counters. Owing to the fact of that, they were not expertise to provide satisfactory

customer service. If disgruntled consumers prefer rivals that can offer better goods

and appropriate service, the business will experience declining profits.

2.3 Wasting of form

Paper waste is a big issue in business. Tabung Haji Ampang branch will have

a positive effect on the environment if employees are able to minimise paper waste

in the workplace. In fact, paper makes up the largest portion of un-recycled waste

generated by offices. As TH Ampang faced everyday, whenever the depositors write

the wrong information on the form that they wanted to make a transaction, the paper

have to tear since there have the depositor’s personal information and they should

write again at a new form repeatedly. The forms that usually the depositors write

wrong are member information form (JP003), nominee form, savings form (JP001),

and savings transfer form (JP004).

Figure 9: Savings form, savings transfer form, member information form, and nominee form

Mostly, these forms were always make a wasting due to most senior citizen

are having short sighted to make their transactions such as savings and telegraphic

transfer. Therefore, it will lead to wasting of paper form. Other than that, the

depositors also always make a mistake at member information form because if they

cross the written more than three times, they have to use a new form. For the

nominee form, they cannot use the same form eventhough the writing is not clear.
3.0 PRESENT SITUATION / CURRENT PROCEDURE

3.1 Opening Booth, Social Media, Brochure

Currently, TH Ampang make a marketing to expose their products and

services by opening booth at established company. During my industrial training,

TH Ampang open the booth at PERKESO, Hospital Pusrawi, RISDA, UniKL, and

also at the flat houses around Batu Caves, Gombak. Before they open the booth, they

will advertise using a brochure, pamphlet or through social media of the established

company itself. As for that, a lot of depositors will come to our booth to make their

transactions.

Figure 10: Opening booth at Surau PPR Batu Caves, Gombak

Other than that, all the employees including practical students have to take all

the latest information from official TH social media and blast at our own social

media such as WhatsApp status and groups, Instagram, Facebook, Twitter, and

Telegram groups as a medium of TH marketing and as an instructions from TH

central region. Although, most of people still not get updated information since most

of them are referring to the google.

`

Figure 11: The latest information updated at TH social media

3.2 HR provide existing employee from other branch and transfer existing employee

to another branch

Human resources at TH headquarters make a transfer of existing employee

from another branch or in the headquarters itself and transfer existing employee in

the branch to other branch as well. So it still make no changes for the TH Ampang to

get more than existing employees in the branch to backup the job that have not been

covered by anyone. The TH Ampang counters overall have 7 counters. But 2

counters at level 1 just use for hajj proceeding during hajj season. As for ground

floor, there have 5 counters, but open in daily just 4 counters due to shortage of

employee in the branch.

Besides, employees have to cover another employees' job due to shortage of

employees. For an example, if the teller clerk are on leave, another teller such as

administrative hajj clerk have to cover the counter as to make an easier for

depositors to make their transactions and reduce waiting time to proceed at the

counter. Due to that, administrative job delayed because of the employee have to

cover the counters as long as the other employee still on leave.

3.3 Using a physical form

Based on new Standard Operation Procedure (SOP) of TH, the depositors

have to write full of the form such as registering new account at member information

form (JP003) and savings form (JP001) as it is an instructions from the auditors to get

a proper and safe information confidentially from the depositors. Most of the

depositors are senior citizens.

Therefore, the practical should have help the senior citizen to write their

information on the form because most of them are short sighted and mostly to avoid

wasting form because they write the form not clearly as at the counter and auditor are

strictly for that. Moreover, mother or father with a baby also practical should help

them or assist them what to write so that they can make a short time to make a

transactions.
4.0 FINDINGS / RESULTS

4.1 Opening Booth, Social Media, Brochure

Due to Conditional Movement Control Order (CMCO), TH Ampang

temporarily closed. As for that, TH Ampang cannot do a marketing to introduce

their products and services to reach the branch target such as THiJARI and link card

to make the depositors easy to access for them to make withdrawal, check their

account balance or register for hajj instead of they make a transactions at the TH

counter since TH also encourage depositors to be cashless or reduce face to face due

to Covid-19 pandemic.

Other than that, many people still not get the latest information or procedure to

make a transaction during CMCO and during TH Ampang closed. TH Ampang have

put the poster as it is stated the branch are closed until CMCO end, but the

depositors still come to the office and they are wasting their time to come to the

branch and have to find the parking since it is difficult to find the parking due to a

lot of shops and banks around TH Ampang.

The depositors also can make their urgent transactions through Tabung Haji

Contact Centre (THCC), so they will make an appointment with the branch and open

the office to those make an appointment. But instead of they think it is difficult to

make, the solution still not solve for them as they still want to make the transactions

at the TH Ampang counter without an appointment.

 Figure 12: Poster of TH Ampang temporarily closed due to CMCO

4.2 HR provide existing employee from other branch and transfer existing employee

to another branch.

An organization which recruits enough personnel and has good management

members can improve on the problems of the personnel and will be able to meet up

with the company’s objectives. Howbeit, TH Ampang is currently having

insufficient headcount. Excessive workloads are also the main issue due to the lack

of manpower in TH Ampang. Insufficient personnel in an organization brings about

an increase in work load and less supervision. Many managers and supervisors are

under the impression that the level of employees perfomance on a job is proportional

to the size of the employees.

When the human resource make a rolling workforce, there will be no solution

for the branch to settled down their jobs. Because of that, employees’ work were

delayed due to cover another employees' job. Their job cannot be complete on time

due to shortage of employee. Therefore, there will be a lot of job still on hold and

they really need for practical to help them ease their job.
 Besides, due to Covid-19 pandemic, Tabung Haji were not hiring external

employees due to cut the cost to pay salary for them. Because of that, they hire the

practical students with a low cost every month so that the practical can help all the

employees’ job to reduce their burden.

4.3 Using a physical form

The costs of using paper inefficiently in the workplace are too high to be

overlooked. The costs of supplies such as toner and paper, as well as the

maintenance of equipment, can easily add up and the TH Ampang have to use the

branch budget as the supplies can still cut off. For TH Ampang, it is not suitable for

senior citizen to write the form because of most of them are having a short sighted.

Therefore, it can lead to the wasting of paper forms and the employees or practical

have to assist the depositors to write again.

Although, they sometimes asked the employees or practical to help them write

their information to make an easy and short time for them. Due to the situation, the

depositors still keep on going wasting the paper form whenever the depositors not

writing based on TH Standard Operation Procedure (SOP). Because of that, the

depositors will wasting their time just to fill in the form and increase waiting time.
5.0 RECOMMENDATION / IMPROVEMENT PLAN

5.1 Dealing with established company

To make an easy marketing, TH Ampang can deal with established company

such Islamic banks to make salary deduction for savings and register for THiJARI.

Recently, Majlis Perbandaran Ampang Jaya (MPAJ) have made a salary deduction

through TH Ampang. Due to that, TH Ampang can achieve for another target and at

the same time TH Ampang introduced the MPAJ’s employees to use THiJARI to

make an easy for them to check their account balance as they make a salary

deduction every month.

Figure 13: Salary deduction form

Moreover, TH Ampang can also deal with telco such as Digi, Maxis, Celcom

and others to blast latest information to TH user based in Ampang area as the branch

have each depositors phone numbers. Due to that, even the senior citizens will get a

latest information and TH also can introduce them a new TH products such as
 THiJARI. To make deal with a telco, TH Ampang should suggest to the

headquarters to implement these as they can access to the telco. The messages can

be blast using a digital marketing by Ai chat robot.

5.2 Internal transfer

To tackle the issue of insufficient headcounts, the human resource department

at TH headquartes should consider hiring more competent employees for those in

the branch, mainly to minimize the workloads occurring in the branch. When the

level of headcount in a company is adequate, the company has more options in how

it operates. It has a certain versatility in terms of workers covering shifts or jobs,

making it easier for individuals to step in.

The branch also has a wider pool of personnel from which to create good

teams and is more likely to provide staff with the talents, experience and abilities to

tackle current company issues. There is a fairly clear correlation between headcounts

and company projects: headcounts are proportional to productivity. Most

importantly, as I mentioned above, it is crucial for the top management to hire

competent people with desired skills and capabilities needed to help the company

runs smoothly.

Other than that, maintain existing employees and make an internal transfer

within organization. As for that, it can cover their personal jobs instead of back up

for other’s employee jobs. TH also can simplify workload by making a kiosk at the

customer service to do the transaction instead of at the counter. For now, TH

Ampang has a small tv for depositors to register the THiJARI, but it is not suitable

for them as they have to key in the private and confidential details as if other’s

depositors can see their registration. So I have suggested to make a kiosk such as at
 the EPF branch by key in their identification card (Mykad) and their TH account

number only.

5.3 Go paperless

Clearly, we need to make some changes to how we dispose of our papers,

reduce paper usage, or better yet, learn how to be paperless. Using less paper can

save money for the TH Ampang and can also assist with many environmental

concerns. TH can take an advantage of the latest technologies like tablets, computers

and smart phones to keep their files and notes. TH Ampang can implement a new

advanced technologies so that TH will not left behind as these new era globalization,

technology are way faster than the human workforce. TH should follow the

company that use advanced technology.

Other than that, when the TH implement an advanced technology, they can

launch a new system to make a paperless form through tablet or ipad at all branch

including TH Ampang. It will not cause employees for being jobless, indeed the

system still need to operate by the employees. If there will be lack of the system, the

the employees should be there and check it to make a smooth transaction.

Figure 14: Tablet/iPad that TH can implement to use a form through technology
 Moreover, the company also still need to have an employee due to conduct

certain transactions other than based on the forms. The employees minded should be

open and advance too since they have to adapt with new technologies. Therefore,

there will be a lot of solution to lead the TH to an advanced technologies

eventhough it will cost a lot for the starting due to a lot of TH branches in Malaysia.

Due to that, it can achieve waiting time per depositors and counter can use for

important issues.
6.0 CONCLUSION

Strong change management and culture change is absolutely necessary to

move an organization from a deeply ingrained performance management system to

something new. In order to shift an organization from a deeply rooted performance

management framework to something modern, effective change management and

cultural change are absolutely important. Regardless of the performance management

system, managers and employees are completely important to boost efficiency.

Coaching, development, and giving and receiving feedback are a learning experience.

The focus should be placed on the majority of the employees who are doing good to

excellent work.

Performance improvement plans should be implemented and performance

documented when a specific problem is identified. and necessary skill for all employees,

regardless of their position in the organization. Tabung Haji should implement a new

improvement plan to make Tabung Haji at the top level for savings. These improvement

plans should be participated by all levels in an organization of Tabung Haji Ampang

branch, not only the manager but also all the employees.

Although the Tabung Haji Ampang branch has shown excellent achievements

over the years, I believe that there will be some potential for development and

improvement as technology and innovation continue to develop quicker than ever before.

If we had just stick to what we recognize and what has always operated, though, we're

bound to be behind easily. For this justification, it will bring Tabung Haji Ampang

branch, or for others’ branch, as well as all Lembaga Tabung Haji itself on a new more

efficient glide path in the future by adopting a mentality of continuous process

improvement.
7.0 REFERENCES & APPENDICES

https://searchcio.techtarget.com/definition/business-process-improvement-

BPI#:~:text=Business%20process%20improvement%20(BPI)%20is,processes%20to

%20realize%20the%20improvements

https://www.tabunghaji.gov.my/en/savings/services/thijari

https://www.tabunghaji.gov.my/en/corporate/corporate-information/about-us