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INDUSTRIAL TRAINING
REPORT MGT666
GTRADE TECHNOLOGY SDN BHD
GOOD2RETAIL.COM & DAGANGHALAL.COM

28TH FEBRUARY 2022 – 12TH AUGUST 2022 SUBMISSION DATE: 1ST AUGUST 2022
PREPARED FOR: PN. SAZIMAH BINTI MOHAMED SALLEH

PREPARED BY: NOR AISYAH ASYIRA BINTI NAZLI

STUDENT ID: 2019475676
COURSE: BACHELOR IN OFFICE SYSTEM MANAGEMENT (BA232)
 EXECUTIVE SUMMARY
This report focuses on my 6-month internship programme with GTrade Technology
Sdn Bhd, which is located at Kota Kemuning, Shah Alam, Selangor. During the internship
program, I was placed under the supervision of Mr. Ezal Affendy bin Mohd Isa as a Business
Administration Trainee.

During my internship, I have been working at home as the company gave me permission
to do so. I think it’s a big challenge for me to work at home as I always need to ask about work
through WhatsApp or when having a meeting. Everything is going smoothly and I can perform
all the tasks that have been delivered to me with my supervisor's help.

There are 8 sections discussed in this industrial training report. The first section consists
of the preliminary page, which includes the executive summary, table of contents, and
acknowledgement. The second section is the student’s profile, which shows the latest resume.
Next section will be the company’s profile. In this section, the trainee will explain the company
name, logo, location, company background, mission, vision, goals, objectives, organizational
structure, products and services offered. The fourth section is explained by the trainee in the
context of training reflection consists of duration, working day and time, roles and
responsibilities, tasks assigned, and benefits that the trainee gained during internship.

The fifth section, trainees will be discussed about SWOT Analysis which has been
observed in GTrade Technology Sdn Bhd, followed by some recommendations suggested for
the company to improve their management. The trainee will discuss the benefits of the
internship experience in the next section. There are also some references that the trainee
provides to support this report. The last section of the report ends with appendices, where
related images of my internship experience are shown.

C-5
ES - 4
SP - 4
CP - 10
TR - 8
SWOT - 8
D - 13.5
R -8
ACit -5
Con -4
App - 5
Format -4
Comm - 10
TOTALi = 88.5
 TABLE OF CONTENT

No Content Page Number

1. Preliminary Pages
▪ Executive Summary i
▪ Table Content ii
▪ Acknowledgement iii
2. Student’s Profile
▪ Updated Resume 1
3. Company’s Profile
▪ Company Name, Logo, Location, Operation 2
▪ Objective. Goal, Background Establishment, Vision,
Mission 3-5
▪ Organizational Chart 6
▪ Product and Services 7-8
4. Training Reflection
▪ Duration, Specific Date, Working Day and Time,
Details Division / Department 9
▪ Roles and Responsibility 10-14
▪ Benefits and Experience Gained 15-16
5. SWOT Analysis 17
▪ Strength 18-20
▪ Weakness 21-23
▪ Opportunity 23-25
▪ Threat 25-27
6. Conclusion 28
7. References 29-30
8. Appendices 31-37

ii
 ACKNOWLEDGEMENT

First of all, praises to Allah SWT for giving me the opportunity to complete my
internship programme at GTrade Technology Sdn Bhd. I thank him for giving me the strength,
good health, mental stability, and all the means to be able to start and finish my internship
period successfully.

I would like to thank my advisor, Madam Sazimah binti Mohamed Salleh, for being
very helpful. All the guidance needed from her has been provided to me and all of the students
that she is monitoring. She is always available for questions and never hesitates to explain to
us what we need to know, and she has given me some encouragement in the process of finishing
this report.

Next, I would like to sincerely thank Mr. Tony Er and Mr. Sam Hwang, the directors
of GTrade Technology, for accepting me to be a part of their team. I would also like to thank
Mr. Ezal Affendy bin Mohd Isa, my supervisor, for taking good care of me during the internship
duration. I truly appreciate it. All of them have taught me so many useful and beneficial skills,
which will be very much needed for me to work in the future.

Furthermore, I would like to thank my parents for allowing me to do my internship at

home. I am thankful that they support me mentally and also provide me with all the things that
I possibly need in order to successfully complete my internship. They always understand me
and do not disturb me during working hours, and it really makes me feel comfortable when
working at home. Without them, I could not have done this successfully.

I would like to thank my internship friends and classmates for helping me get through
this internship period, and making it a whole lot better experience. Lastly, I would like to thank
everyone from the bottom of my heart who has directly or indirectly helped me in completing
my internship successfully. I will remember and cherish this experience for as long as I live.

Thank you very much.

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STUDENT’S PROFILE

1
COMPANY’S PROFILE

➢ COMPANY NAME
GTrade Technology Sdn Bhd

➢ LOGO

➢ LOCATION, ADDRESS, TELEPHONE NUMBER, AND EMAIL

Figure 1: Location of GTrade Technology from Google Maps

GTrade Technology Sdn Bhd’s official address is Unit S-5-9, Gamuda Biz Suites,
Persiaran Anggerik Vanilla, Kota Kemuning, 40460, Selangor, Malaysia. The building
Gamuda Biz Suites is connected to Gamuda Walk, a shopping mall that provides needs
such as food, medicine, and utilities.

Telephone Number: 018-206 6952

Email: b2b@good2retail.com

➢ OPERATION HOURS
GTrade Technology operates from Monday to Friday, from 9am to 6pm.

2
➢ OBJECTIVE
G-Trade Technology Sdn Bhd's objectives are to become the regional business-to-
business (B2B) marketplace that matches the manufacturers, producers, distributors,
wholesalers, and small business retailers on a single platform.

➢ GOAL
✓ Be an online platform for small retailers to have a chance to deal with suppliers.
✓ Be a channel that offers a large and different variety of products and services.
✓ Be a transformative power platform to connect buyers and sellers within one
community.

➢ BACKGROUND OF ESTABLISHMENT

GTrade Technology Sdn Bhd is a company that specialises in low-cost global

market development using IT technology and a large customer connection gained
through technical knowledge and marketing programs. They assist SMEs in obtaining
sales leads, expanding their operations, achieving industry standards certification,
gaining access to financial markets through capital raising, and becoming public on a
worldwide platform. GTrade Technology basically manages two operations, which are
DagangHalal and Good2Retail.

DagangHalal

GTrade Technology Sdn Bhd started operation in 2007. GTrade Technologies

has developed DagangHalal.com, a business-to-business platform that allows all
businesses to market the products and services they offer, which can then be purchased
or used by other businesses. DagangHalal began formally operating at a slow to
moderate speed and scale. Under the guidance of co-founders Datuk Haji Muhadzir Isa
and Mr. Francis Chong, it has grown to over 60 employees and gained business listing
status from London on April 7, 2016 (DagangHalal Group, n.d.).

DagangHalal.com PLC is principally involved in offering and managing the

global e-marketplace for halal verified products known as DagangHalal.com, providing
and managing the halal verification system for global halal certificates known as Halal-
Verified Engine ("HVE"), providing and handling a global halal community

3
information sharing, communication, and transactions known as Meembar, and
providing software solutions for halal certificate life cycle or Halal Application
Approval System and halal training and consultancy services (HAAS) (DagangHalal
Group, n.d.).

After more than ten years of steady development and success, DagangHalal.com
has proudly grown to become the biggest B2B e-marketplace for halal-verified products
in the world. By creating a mobile application for DagangHalal that is compatible with
iOS and Android users, GTrade has enhanced this B2B system to better serve its
customers, both providers and buyers. The application provides its users with a free
subscription. DagangHalal.com has commercial networks and partnerships all over the
world with halal certification bodies, government agencies, food and beverage trade
fair organisers, and semi-government authorities. This will definitely increase the value
of the business and provide better value to its users. (DagangHalal , n.d.).

DagangHalal Vision

❖ To become the point of reference for all Halal business communities.

DagangHalal Mission

❖ To promote Halal businesses globally by facilitating certification, community

information sharing and business transactions processes anytime and anywhere.

Good2Retail

GTrade Technology Sdn Bhd discovered that various constraints, such as price,
C-5
ES - 4 from suppliers, prevent small retailers from
product variety, and payment conditions
SP - 4
efficiently competing with large supermarkets. Small businesses and workplaces are
CP - 1
TR range
also having difficulty getting a wide - of items at reasonable pricing. To overcome
SWOT - was established in Malaysia in 2019 and
the following problem areas, Good2Retail
D-
began operations in 2020. R-
In the beginning, when a ACit - enters the market, dealing with suppliers can
business
Con -
be a difficult process. However, App - help of their dedicated business partners, they
with the
Format -
Comm -
4
have been able to win the trust of many suppliers, and as a result, the number of
customers is consistently growing. Good2Retail is a brand-new and efficient B2B e-
commerce marketplace where manufacturers and retailers can connect with thousands
of customers to increase sales and expand their own businesses. Additionally, compared
to modern sales channels, it has a lower cost of sales, increasing the company’s
financial performance (Good2Retail, n.d.).

Good2Retail Vision

❖ Good2Retail's vision is to help small retailers all over the world by resolving
their current problems. Most retailers face a challenge that is competitive in
pricing and a traditional supply chain model. We aim to provide a new supply
chain that has a lot of benefits for the small retailers while they process their
orders, which is difficult and costly. We also provide better pricing compared
to the traditional way.

Good2Retail Mission

❖ The mission aims to make order processing more convenient and seamless. We
also aim to increase our partners as much as possible to provide green,
competitive pricing. With a new supply chain management and new channels
provided, we believe that our partners, small retailers and wholesalers, will be
the most beneficial.

5
➢ ORGANIZATIONAL STRUCTURE

6
➢ PRODUCTS OR SERVICES
❖ GOOD2RETAIL
i. GTrade provides some products and services to their customers, of which the first
is Brand Official Store Setup (BOSS Package).
o There are five products categories.
o 50 products with images.
o Listing of featured and promoted products on the landing page and subpages.
o Top search priority.
o Commission for all revenue and transactions generated from Good2retail.com
platform as per the store subscription agreement.

ii. The second product and services that have been provided by this company are
Brand Awareness Promotion (BAP Package).
o 3 months of advertisement banner on the landing page.
o 2 months of promotional ad inclusion in Good2retail’s weekly e-newsletter
campaign.

iii. For the third product and service GTrade Technology Sdn Bhd also provided
Corporate Website Design.
o Overall conceptual solution, consultation, web design, workflow and file
structure solution, and project management.
o Up to 20 web pages are designed professionally, and seamlessly.
o Yearly Web Hosting.

iv. Next, GTrade provides Website Maintenance as their product and service to all
their customers.
o This service is 15-man-hours allocated per year for page information updates
and maintenance.
o Provide support calls and emails for technical guidance, support, and
maintenance on the integrity of the system at any time during normal business
hours.
o It provides problem-solving and troubleshooting within 48 hours of response
time upon a system failure.
o Yearly Web Hosting.

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 v. The last products and services that are provided by GTrade Technology Sdn Bhd
under Good2retail are E-Commerce Website Design.
o Overall conceptual solutions, consultations, web design, workflow, and file
structure solutions, and project management.
o Up to 10 web pages of professional web page design, such as:
✓ Professional graphical images and page layout design
✓ Easy understanding and clear workflow implementation
✓ Up to 30 products with images
✓ E-Catalog system
✓ The shopping cart system
✓ Payment gateway integration
o Yearly Web Hosting

❖ DAGANGHALAL
i. Add new products or update products
o Amendments of text information and product images fine tuning with
Photoshop

ii. Copy Writing

o Professionally write up service for company profile and product description.

iii. Products Photos Shooting

o Professional product photos shooting at the mini studio. Final product images
fine tuning with photoshop.

iv. Update Minisite Content

o Arrangement and update of text and images information to produce a
professional minisite.
o All materials to be provided by customers.

v. Featured Product and Banner Ads

o Product listing in featured product section and banner ads at Halal e-
marketplace or Trade shows landing page.

8
TRAINING REFLECTION
➢ DURATION
The duration of my industrial training course is 6 months (24 weeks).

➢ SPECIFIC DATE
It started on 28th of March 2022, and ends on 12th August 2022. This duration is fixed
by the university, and differs for different courses.

➢ WORKING DAY AND TIME

Monday until Friday from 9:00 a.m. to 6:00 p.m.

➢ DETAILS DIVISION / DEPARTMENT

According to the departmental chart shown in the company profile section, I was
assigned to the Operation Department during my internship at GTrade Technology Sdn
Bhd. My official training supervisor, Mr. Ezal Affendy bin Mohd Isa, is the Production
Manager. I am placed under the production team in this department. This department is
in charge of matters which consist of Purchasing, Production, Inventory, Shipping,
Receiving, and Service.

9
ROLES & RESPONSIBILITY: DAILY TASK
During the 6-month period of working here, there are some main tasks that I have been assigned
to do during my internship period, which are:

1. Fill the backend system with new products from the supplier.
2. Preparing the new product pricelist.
3. Extract company information from websites.
4. Communicate with customer using the company’s WhatsApp Business
5. Deliver a minisite for customer business.

Fill the backend system with new products from the supplier

This is the first task that I have been assigned to. When I was given this work, I
found it challenging to comprehend how I wanted to insert the new product into the
system. My supervisor has handed me a few documents known as SOP Documents,
which describe all of the procedures I must follow in order to update the products. First
and foremost, I was provided the product pricelist in excel, which included a list of all
new products together with their prices and images.

So, before I populate new products into the system, I need to compare our prices
to other online shopping websites such as Shopee, Lazada, Dropee, and others. Then, I
must search for a high-quality image of a product and edit it to fit the size specified by
the company. I will log in to the Good2Retail.com website once I've gathered all of the
product information. Actually, the company has created my own account through which
I may access the backend system to update new products or data in this system.

Before publishing it on the company website, I must fill in all of the product
details in the backend system, including the prices, image, product ingredients, and
description. After I complete all of these steps, I may publish it and it will be displayed
on the company website. After all of the new products have been updated in the backend
system, I must provide the product URL to my supervisor for final approval.

10
Below is the task explained step by step.

Preparing the new product pricelist.

I have to work on creating the new product pricelist for the second task. In order
to obtain the price for this task, I must contact the supplier. I will prepare a list of the
products, provide it to the supplier as a reference, and then wait for them to fill in the
prices on the documents I've prepared for them. To ensure that both of us can learn how
to complete this task, I will distribute the work with my internship partners after getting
the updated price.

My supervisor has provided me with an excel price list template, so I will use
that to populate the new product list with the new price. I also need to calculate the unit
and carton prices for retailers and wholesalers. After I finish the new product price list,
I will give it to my supervisor so he may review it and provide feedback. If the

11
calculations are incorrect, I will adjust it and return back to him until my supervisor has
approved the entire new pricelist.

Extract company information from websites.

The third task that I have been assigned is to extract the company information
from websites. Actually, there are about 2000 company names that I have listed in the
excel template. I need to fill in the company name, country, contact, website link, ISO
Certificates (International Organization for Standardization), and Halal Certificates.

I need to look through the entire website to get all of the facts, and I think this
task will take a long time to finish. This is due to the fact that I also have other tasks
that I need to complete. However, I was able to complete all of the company details as
well as other tasks that had been assigned to me.

Communicate with customer using the company’s WhatsApp

Business.

Next, during my internship period, Mr. Tony gave me a task to manage

customers using the company's WhatsApp number. I will check WhatsApp daily and
respond to every customer. Customers may have questions about the products they have
seen on the website, about the price, and many other things. If a customer asks me a
question that I am unsure how to respond to, I will ask the group so that someone may
assist me. Then, I will forward the messages to the customers. By doing this, I learn
how to improve my skills and gain confidence when handling customers.

Deliver a minisite for customer business.

For this task, I need to develop a minisite for a customer business using the
daganghalal system. All of the company information has been saved in a OneDrive
folder for easy reference. It makes me easy to refer to when doing my task because
there are documents that show the steps to create a minisite for a supplier. First, I must

12
log in to the daganghalal admin system using my personal account, which was provided
to me by Mrs. Sally, an employee of the GTrade Technology Sdn Bhd team.

After log in into this system, I must add a new supplier and complete all the
registration information, including the supplier application form and business details,
using the files in the One Drive folder as references. Then, I need to add their products
and services, company details, contact information, business certificates, and also
awards. Customers may also select a package from a Trade Supplier, an E-Trade
Supplier, or a Gold Supplier. A minisite (mini website) will be created for any supplier
who chooses the E-Trade Supplier and Gold Supplier packages on Daganghalal.com.

Then, once the new supplier has been registered in the system, I will access the
daganghalal website and search the business minisite to ensure that all of the details in
the minisite are the same as those in the documents to which I have been referred. When
the minisite is ready, I will copy the URL link from the website and deliver it to Mrs.
Sally so she can review my work and give feedback on it.

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ROLES & RESPONSIBILITY: SPECIAL TASK
✓ Jom Sokong
Jom Sokong is a non-government organisation established by one of the
directors of GTrade Technology. It is a body that spreads awareness about small
retailers to the public and encourages them to support the small businesses. How they
do this is by posting about these retailers on social media and promoting the business
for free to the public. The influence of social media is really powerful. Therefore, this
really helps small retailers to be known by the public and get the exposure that they
might not get by themselves. Every day there will be a posting on the social media
platforms like Facebook and Instagram to give some news about the current issues that
are happening in our country, especially for small businesses.

The director will give opportunities to some of the interns to be a part of this
NGO and let a few groups of interns handle it by themselves, as if they are in control
of the whole NGO. I am one of the interns that have been assigned to be a part of this
program. The Project Manager is Haziq Jefri, who is the permanent staff at GTrade
Technology, and the Assistant Manager is Nur Nabialah binti Mohd Animan, also
known as Bella, who is also an internship student. Then, there are also another three
team members, who are Raudatul Fadzilah, Fatin Nadira, and Nur Izzah Nasrin, as well
as internship students.

In the 6 months of my internship period here, we have worked on a few programs/

activities which are:
❖ Jom Sokong Contest- The general public is invited to participate in this
contest, in which they must create a new creative slogan with PKS as the
theme.
❖ Bazar Program- In Ramadhan month, there will be few members from Jom
Sokong team that open small booth in Bazar Ramadhan Shah Alam and give
some goodies bags after people follow Jom Sokong Facebook & Instagram.

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BENEFITS & EXPERIENCE GAINED

1. Allowances
GTrade pays RM800.00 to all its interns every month. This is officially stated
in the contract/agreement that accepts the internship placement there. The
allowance payment will be made on the 3rd of every month through bank
transfer.

2. Communication Skills
One of my main responsibilities at GTrade is to communicate with suppliers
and customers. This is the first opportunity that I have to speak professionally
with customers and suppliers in a professional way about a business matter.
During the beginning phases of my internship, I was really nervous and always
felt afraid to approach consumers. After 6 months here, I've developed my
communication skills and gained a lot more confidence in speaking with
customers and suppliers. Aside from that, I have increased my overall
communication with all of the office employees, team members, other
colleagues, and intern students from other departments and work tasks.

3. Using Backend System

This is the first time I have experienced using a website's back end to edit and
update the content on it. Prior to this, I was just familiar with it and aware of
websites' front ends. This has both shown me how the backend of a website
differs significantly from the front end and taught me how to use it. So, working
at GTrade Technology Sdn Bhd makes me learn new things and gain a lot of
experience when using this system.

15
4. Confidence
I have been trusted by the upper management to attempt new things and do jobs
that are outside of my comfort zone while I work here. This gives me more
confidence and motivates me to take risks and attempt new things. Additionally,
I feel more comfortable sharing my opinions with others. My supervisor always
gives me a briefing before letting me handle any new work, but they still let me
manage those that I believe would be tough for me to complete. When I do my
tasks, these things help me feel more fearless and confident.

5. Become member of Jom Sokong Project

During my internship, I have been assigned to join the Jom Sokong Community
and work on the project together with the team members. Many experiences that
I gained when working on the project and much work to do to make sure that
the project is going well. Actually, this is the first time that I have been assigned
to handle a project, so it really makes me excited and nervous to prepare the
materials before having a meeting with the manager and supervisor to discuss
the program. There are also supportive team members that always give ideas
and help each other to manage the program.

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SWOT ANALYSIS

17
DISCUSSION AND RECOMMENDATION

Strength

1. Skillful Staff
According to the Global Talent Competitiveness Index (GTCI), recruiting and
keeping talent is known as an indicator of business competitiveness, which is one of
the economic success criteria of countries (INSEAD, 2018). The success of this
company has been contribution from an excellent and skillful employee that they recruit
to help them running the business. Actually, from my observation during this internship
period, all of the permanent employees at GTrade Technology Sdn Bhd are very skillful
when doing their jobs.
All the employees perform in their jobs especially when handling customers and
supplier problems. They are not just skillful in one specific task, but they are skillful in
many tasks and scopes. This is because I can see that my supervisor has many works to
handle and busy but he always supervises me and help me when doing my task. When
I have been assigned with the new task, he will explain how to do the work until I
understand and be able to complete it.
Other than that, since our country was hit by the COVID-19 pandemic, there
are some employees who need to work from home, though the cases are now reduced.
For the employees who work in this company, they can still perform their jobs and can
achieve the company's target. So, this shows that they really have an excellent and
skillful employee who can still focus on doing their jobs.
In my opinion, having a skilled team of employees is quite advantageous. It will
help to increase productivity and drive the company's capabilities to their limits.
Success in the economic sector will be determined by the worker's ability to develop
knowledge and skills, effectively adapting to the challenges of today's society (García-
Pérez, García-Garnica, & Olmedo-Moreno, 2021). Having a strong team management
will help the company to manage their organization structure and become a successful
company.

18
 RECOMMENDATION

From my perspective, I recommend that a strategy that can be used to ensure

that skilled employees stay for a long period of time and continue to work for this
company is to reward and provide other benefits. This study shows the employees' self-
evaluations on how they view rewards and incentives. Employees addressed the
motivational and rewarding factors that directly affect how well they perform at work
(Asaari, Desa, & Subramaniam, 2019). The company could make it official and inform
the staff that they will be rewarded for the excellent work they are doing.

There are a lot of rewards that companies can choose to give their employees,
such as giving them a bonus twice a year, a vacation ticket, and increasing their annual
leave. Sometime, there will be employees who need to increase their salaries to support
their daily lives, go on holiday, and others. So, companies should play their roles to
make sure that they can provide a positive work environment and understand their
employees. Employers can try to create a more effective and rewarding pay system to
improve employee motivation and productivity while also achieving organisational
objectives (Asaari, Desa, & Subramaniam, 2019).

2. Good Marketing Skills and Strategy

Next, the second strength of this company is having good marketing skills and
strategy. A marketing strategy is a continual process that considers the business's actual
state and environment. The plan identifies the target customer's market, main rivals,
market challenges, and market prospects. Marketing is an important component of a
business process where it connects the consumer and the market product (Bayazovna
& Saidjonovich, 2021).

The foundation for GTrade Technology Sdn Bhd's marketing efforts is quite
strong. The marketing and top management teams are quite powerful and competent.
They can immediately adjust to the continuous technological changes in supply and
demand for both international and domestic customers. In this company, the marketing
department plays a big role in making sure that they can attract many customers to learn
about the company’s products and services. As we can see, every company has their
own strategy to improve their image to become well known, and this is to ensure the
success of a company.

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 GTrade Technology makes sure that the company's marketing efforts are spread
throughout the entire organisation, not just to Daganghalal but also to Good2retail.
From my experience, I have seen that my internship friends are really working hard to
find new potential customers because every day the company has set a target for them
to follow. Besides, I have also been assigned by the manager to join the Jom Sokong
Community where I will promote and find new followers on social media accounts such
as Facebook and Instagram.

RECOMMENDATION

To improve the marketing skills and strategy, I recommended that this company
can do marketing training program. This is because having some training with all
employees can help each other where they can share their experience and skills.
According to Noble International Journal of Business and Management Research stated
that training and development have a significant impact on employee performance. The
training programs they receive from their employers are helpful to all of the employees'
performance (Karim, Choudhury, & Wasib, 2019).

GTrade Technology should share its marketing skills and plan with all of its
employees, including interns, in order to maintain this strength. When all of the
employees are trained by the company, they will have the knowledge to market
businesses, especially GTrade, always welcoming the internship students to work with
them. This can be a learning experience not only for upper management and the
marketing department, but for all employees. It would be really beneficial to send them
to training sessions or seminars. This is also important in case a marketing-skilled
employee must resign from the company for some reason. By doing this, they can find
new talents who can offer employees opportunities to secure their future and get a better
position in the company.

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Weakness
1. Lack of Employees

From my observation during my 6-month internship period here, I think that

this is one of the main weaknesses, which is a lack of employees. Actually, this
company does not have enough employees in its customer service department.
Customer service is an important factor in maintaining customers, sustaining high
incomes, and gaining new customers for most businesses. Customer service concerns
can influence not only a company's reputation and the competence of staff members,
but also product sales and customer satisfaction (Metz, Ilies, & Nistor, 2020).

The existing staff is definitely not enough because I have been assigned to
monitor WhatsApp Business number to reply to the customer’s messages. Actually, I
think that this is a good opportunity for me to learn how to handle customers, as I
realised that there are no specific employees who handle the live messages in HubSpot.
As a new learner, there are a lot of questions I need to ask in the group to answer the
customers' messages that I am unfamiliar with. This can take a long time to respond to
customers where I need to wait for a group response. All employees are busy with their
work, which causes them to be late in checking their messages. So, I think it can affect
customer satisfaction with the company's services.

RECOMMENDATION

To address these weaknesses, I recommend the company recruit permanent staff

for the customer service department to handle live conversations. This is because all
messages can be responded with quickly, ensuring that customers do not have to wait
too long to get a response from the company. Customer service is important to a
company's success because it keeps customers and obtains more profit from them.

This will improve significantly if the person in charge of messages comes from
the same department. They may readily interact and cooperate to solve any customer-
related issues. According to research, it stated that customer service may improve
customer satisfaction and that providing great customer service is based on effective
communication (Harjumäki, 2020).

21
2. Less Supervision

The second weakness is that companies have less supervision over their
companies. The leader will play an important role in monitoring and guiding their
employees to ensure that the company operates efficiently. From my observation, I see
that many employees in GTrade need to learn by themselves to do their tasks. The
company just gives a little briefing to them about their jobs and then asks the employees
to explore in detail. Actually, less supervision in the workplace can have an impact on
the business, resulting in low employee productivity. Employees are unable to perform
well since they are unfamiliar with their jobs.

According to this article, it shows that even though employees enjoy having
flexible work hours, they acknowledge the importance of supervision for improving
their efficiency (Boamah, Shuanqin, & Tete, 2019). When a company has less
supervision, it can sometimes become a root source of unethical behaviour. Employees
will feel free to carry out tasks and perform their work incorrectly if they are not
supervised. To ensure that this situation does not occur again in the company, they must
come forward to deal with this problem.

RECOMMENDATION

Supervision must continue to provide benefits to all employees because doing

so will positively enhance employees' performance in all areas, as well as provide an
encouragement for employee productivity. For this weakness, I recommend that the
company can become an effective supervision in the workplace. To become an effective
supervision the company can try open channels of communication. Communication is
really important to everyone where employees can express their thoughts and to make
sure that everyone can understand what they want to talk about.

Sometimes, employees feel scared to ask detailed questions regarding their

tasks, especially new employees who have just started working for the company. When
this occurs, they will have difficulties performing or completing their task. They require
someone to monitor their job so that they can always get updates and get support.
Actually, it will take time to learn a new task, but it will be a lot easier if the employees
can get a clear explanation or briefing before performing their task. Effective
supervision assists businesses in organising work so that it can be performed properly

22
 (Bangun, 2021). The more satisfied employees were with their jobs, the higher their
level of performance, productivity, engagement, wellbeing, and loyalty to the company.

Opportunity
1. Provide service that required skills and expertise
Service quality can improve as more services are offered to meet the needs and
desires of customers. Perceived service quality can be defined as the customer's overall
excellence or frequency of a good or service in relation to its intended reason. As a
result, it is stated that if the perceived services are less than expected, the customer
would be disappointed (Khairzada, 2020). GTrade is one business that provides the best
service and ensures that customers are happy with the amount they must spend to
receive quality website design outcomes.

Designing a fully functional website is a skill that not everyone has. People
generally entrust these tasks to experts. As a result, this is a great opportunity for the
company. People will continue to come to them and ask for their expertise and skills
since that is the core of their company. There are a lot of customers who are running
the business want this company to help them with designing their website pages.

RECOMMENDATION

This opportunity needs to be completely used. One of my recommendations

would be to make sure they keep providing the best service to the customers if they
want to maintain this. Customer loyalty is the choice to consistently buy the products
or services that the business has offered (K.Kajenthiran, 2018). So, it is really important
to having a loyalty customer who will always get company to increase their income and
image.

GTrade must prove why it is worthwhile for customers to use their services. As
they already have a business that offers a service and expertise that are distinctive and
in great demand, they can maintain it by earning the trust of the customers. The
capability of the company to satisfy customers and develop customer satisfaction has a
substantial beneficial impact on customers' plans to make frequent visits (Bahadur,
Zulfiqar, & Wright, 2018). Actually, if a customer is truly satisfied with the service
provided by a company, they will work to recommend it to their friends. Through this,

23
 not only the employees who advertise their services but their customers also support
them.

2. Increasing amount of Potential Customers

Graduate unemployment is becoming highly common in several countries. This

issue is further highlighted when the COVID-19 pandemic hits the world in the first
quarter of 2020 (Rahman, Ismail, Ridzuan, & Samad, 2020). Due to the current
circumstances, many people are losing their jobs, and we can see that companies and
factories need to reduce their employees since their businesses are not operating
properly. According to the author, it stated that graduate unemployment is expected to
drop if graduates take advantage of opportunities to learn and improve. It is with the
expectation that they will be able to create their own jobs rather than rely on those
offered by the public and private sectors that they can be entrepreneurial or freelancers
(Rahman, Ismail, Ridzuan, & Samad, 2020).

This situation gives GTrade Technology an opportunity to attract and increase

their potential customers. Since the pandemic, the majority of their customers have
come from small and local businesses that are too small to have their own official
website page. Even though we are now in the endemic phase, there are many new
entrepreneurs who want to do their own business because it is easier for them to get
services from some companies to help them promote their business. GTrade is one of
the companies that helps their customers increase their income by promoting their
business on the company's official website. From this, we can see that it will give an
opportunity to both parties where GTrade can increase their customers while helping
other small businesses to introduce themselves to many people.

RECOMMENDATION

In this part, I recommend that GTrade offer discounts and incentives for new
customers only. They can be informed about these offers through the company's social
media account and website pages. By doing this, company can attract people to shop
on their website and find new potential customers who are doing small businesses to
help them promote their business. GTrade has a good marketing and strategy, which
has been stated as their strength in this SWOT analysis.

24
 Every business needs to do marketing because it's important to increase brand
awareness, engagement, and sales. A company's marketing strategy also relies on a
manager's skills and knowledge to develop plans that can help a company obtain a
competitive advantage and become profitable. The marketing department can try to
come up with an idea that can give benefits to both party where the customers can get
a benefit when getting services, while the company can increase their new customers
and increase their income (Camilleri, 2018).

Next, I also want to recommend that GTrade try to improve their company
website. Nowadays, web searches are the main method used by both customers and
B2B buyers to find new businesses. This means that in order to bring in new customers,
a company’s website needs to be upgraded. So, companies can try improving their
design, content, and graphics to be more up-to-date.

Threat

1. Competition with other companies who provide same services

In the era of economic globalisation, many markets have moved toward

international competition. The global economy is undergoing a transformation.
Through the use of web technologies, all businesses are being turned into information-
based operations (Jain, Malviya, & Arya, 2021). GTrade Technology is one of the
companies that is doing the e-commerce business, and there is also other business
existing. From this, it can be a threat to the company as they need to compete with each
other to attract customers.

The rate of technological advancement is so rapid that modern electronic

commerce is now causing huge transformations in the economic environment, affecting
all sectors of industry (Jain, Malviya, & Arya, 2021). Many businesses have made
enhancements to ensure that they do not fall behind. The number of rivals is growing
now and will probably continue to grow as technology advances in the future. It can
affect this company if they do not find a solution to overcome this threat.

25
 RECOMMENDATION

My first recommendation to them to overcome this threat is to become more

active on social media platforms. This is because many people spend their time
scrolling through their social media accounts. Nowadays, basically everything posted
on social media becomes viral. Engaging with people on social media actively will be
extremely beneficial for the company's survival and ability to compete with rivals. If a
company can come up with better marketing, they can attract people to learn about the
products and services that they provide. Referring to this article, it states that giving a
company's brand a social media touch helps them attract more customers, build stronger
relationships with existing ones, and provide higher-quality services (Dr. Ghoshal,
2019).

Next, for the second recommendation, I suggest that GTrade form a team inside
their department to continuously monitor the development of new technologies. This
can ensure that they are always ready for the unexpected or that they have prepared
forward to upgrade the business's technology. Planning is very important since it assists
in focusing the company's business ideas and strategies. This can help the business
focus on its management problems and find immediate solutions.

2. Difficulty to communicate with supplier

The second threat that gives harm to this company is that they are having a
difficult time communicating with the supplier. One of the most important strategic
choices for creating a competitive and sustainable company is the analysis and supplier
management (Kara & Fırat, 2018). Suppliers play a large role since companies must
obtain stock from them when customers choose to purchase products. When attempting
to communicate with a supplier, businesses may encounter difficulties.

There are some suppliers who are too busy handling their business and do not
have time to check their messages or emails. When a customer wants to purchase a
product, the company needs to first check stock with the supplier before the customer
makes the payment. This phase takes a long time since the company must wait for the
supplier to respond to their messages. This can create a threat to the company because
customers may decide to purchase products from another company if they have to wait
too long.

26
RECOMMENDATION

In my opinion, for this threat, I recommend that GTrade try to create a new
system or application to get a fast update about stock from their supplier. This system
ensures that all suppliers sign up to keep the products and prices up to date. By doing
this, companies can save their time from waiting for the supplier reply to their
messages. They only need to access the system or application and search for the
products that the customer wants to order. After confirming the availability of the
products, the company can proceed to notify customers and request payment.

According to this article, it stated that company applications support businesses

in becoming more flexible and efficient by effectively managing business processes
and integrating operations to focus on improved resource management and services
(Susanto & Meiryani, 2019). Customers who want to buy things immediately may
require a quick update from the company. If a company cannot provide fast information,
customers may be disappointed, which would affect the company's image. GTrade can
try to improve their system in order to overcome this threat and make it easier to
communicate with suppliers. A new system like this one can save time and improve
customer relations, guaranteeing that their customers are always satisfied.

27
CONCLUSION

To summarize, my 6-month internship with this company has provided me with

valuable experience working in a business. Even though I do not get a chance to enter the
office, but I have been assigned to do all the tasks that are related to my field. There are also
some new friends that I made who are also interns at other universities. Before this, I wondered
how I could survive in these 6 months to complete all the jobs, and I think it's a bigger fear
because before this, I did not have any experience working in a company. In this report, I have
explained in detail about the company and my observations through this company.

GTrade is a good company for students who want to do their internship where it gives
an advantage to students who want to improve their skills and gain a lot of experience in
handling the job. After doing my internship, I think that it motivates me to work hard and build
a stable career in the future. This is because when I’m working in this company, it also exposes
me to the challenges faced when working in real life. So, it gives me confidence to handle
difficult cases when I’m working after this. The important thing that I learned from this
internship experience is that every company has different management and does not always
have a systematic system.

Overall, in this 6-month period, I have felt how good it is to be understood by a

supervisor, and I am really grateful for that. I think my supervisor really helps me to do all the
jobs and teaches me if I do not understand. Finally, I hope that if I ever have the opportunity to
become a superior or manager, I will guide and communicate with my subordinates to ensure
that we can work in a positive environment. After this internship period ends, I hope that I can
get a job and become a successful person and all of my hard work will finally pay off.

28
REFERENCES

Asaari, M. H., Desa, N. M., & Subramaniam, L. (2019). Influence of Salary, Promotion, and
Recognition toward Work Motivation among Government Trade Agency Employees.
International Journal of Business and Management, 57.
Bahadur, W., Zulfiqar, S. A., & Wright, L. T. (2018). Effect of employee empathy on
customer satisfaction and loyalty during employee customer interactions: The
mediating role of customer affective commitment and perceived service quality.
Cogent Business & Management, 1-21.
Bangun, R. B. (2021). Effect of Leadership, Work Environemnt, and Supervision on Work
Discipline. . International Journal of Economics and Business Applied.
Bayazovna, G. N., & Saidjonovich, D. S. (2021). The Relevance of a Small Business
Marketing Strategy. International Conferenceon Scientific,Educational &
Humanitarian Advancements, 4.
Boamah, B. B., Shuanqin, L., & Tete, A. (2019). Relationship Between Quality Control
(Strict Supervision) and Employees Efficiency (Productivity) . European Journal of
Business and Management.
Camilleri, M. A. (2018). Strategic Planning and the Marketing Effectiveness Audit. In Travel
Marketing Tourism, Economics and the Airline Product. (pp. 117-135). Springer,
Cham.
DagangHalal(n.d.). Retrieved from About DagangHalal.com:
https://www.daganghalal.com/Footer/AboutDagangHalal
DagangHalal Group. (n.d.). Retrieved from DagangHalal Story:
https://www.daganghalalgroup.com/v2/about-us/
Dr. Ghoshal, M. (2019). Social Media as an Effective Tool to Promote Business- An
Empirical Study. Global Journal of Management and Business Research: E
Marketing.
García-Pérez, L., García-Garnica, M., & Olmedo-Moreno, E. M. (2021). Skills for a Working
Future: How to Bring about Professional Success from the Educational Setting.
Education Sciences, 19.
Good2Retail. (n.d.). Retrieved from What Is Good2Retail?:
https://www.good2retail.com/about-good2retail/
Harjumäki, E. (2020). Customer's Perception of Digital and Personal Customer Service.
INSEAD. (2018). The Global Talent Competitiveness Index 2018. Fontainebleau, France.
Jain, V., Malviya, B., & Arya, S. (2021). An Overview of Electronic Commerce (e-
Commerce). Journal of Contemporary Issues in Business and Government.

29
K.Kajenthiran. (2018). An Empirical Investigation on Retail Service Quality and Its Impact
on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka. Advances in
Management and Applied Economics, SCIENPRESS, 17-36.
Kara, M. E., & Fırat, S. Ü. (2018). Supplier Risk Assessment Based on Best-Worst Method
and K-Means Clustering: A Case Study. Economic and Business Aspects of
Sustainability.
Karim, M. M., Choudhury, M. M., & Wasib, b. (2019). The Impact of Training and
Development on Employee's Performance an Analysis of Quantitive Data. Noble
International Journal of Business and Management Research, 31-32.
Khairzada, P. M. (2020). Factors affecting online service quality and customer satisfaction in
the Passport Department of Aghanistan. 4.
Metz, D., Ilies, L., & Nistor, R. L. (2020). The Impact of Organizational Culture on Customer
Service Effectiveness from a Sustainability Perspective. Economic and Business
Aspects of Sustainbility, 1.
Rahman, N. H., Ismail, S., Ridzuan, A. R., & Samad, K. A. (2020). The Issue of Graduate
Unemployment in Malaysia: Post Covid-19. International Journal of Academic
Research in Business & Social Sciences.
Susanto, A., & Meiryani. (2019). How Business Use Information Systems? International
Journal of Scientific & Technology Research, 146. Retrieved from
https://www.ijstr.org/final-print/jan2019/How-Business-Use-Information-Systems.pdf

30
APPENDICES

Figure 2: Preparing products detail before added in Good2Retail website

Figure 3: Preparing new product price in Excel

31
Figure 4: Added new product in Good2Retail Website

Figure 5: Products details in website

32
Figure 6: Deliver Minisite for customers products and services

Figure 7: Example of services in daganghalal.com website

33
 Figure 8: Extract company details from Gulfood Website

Figure 9: Preparing the company details from the Gulfood website in Excel

34
 Figure 10: Create Deals about customer details in the HubSpot system

Figure 11: Communicate with customer using live messages in HubSpot system

35
Figure 12: Sending Daily KPI Report through Email in Webmail

Figure 13: Sending Daily KPI Report through WhatsApp Group

36
 Figure 14: Social media copy writing in the Facebook group page

Figure 15: Communicate with supplier asking about stock through WhatsApp

37
 FORM B
INDUSTRIAL TRAINING
REPORT EVALUATION FORM

Student Name NOR AISYAH ASYIRA BINTI NAZLI

Student ID 2019475676

Program Company Name

BA232 GTRADE TECHNOLOGY SDN BHD

Advisor Name PN. SAZIMAH BINTI MOHAMED SALLEH

Evaluation Date

POOR FAIR SATISFACTORY GOOD EXCELLENT

ALLOCATED EARNED
# CRITERIA
MARKS MARKS
1 2 3 4 5
(M/5)*5
Cover Page, No cover page, Poor cover page, Satisfactory cover page, Good cover page, Excellent cover page,
1 Acknowledgement & 5 acknowledgement, and acknowledgement, and acknowledgement, and acknowledgement, and acknowledgement, and
Table of Content table of content table of content table of content table of content table of content

(M/5)*5
Satisfactory executive
Executive Summary Poor executive Good executive Excellent executive
No exec. summary. Less summary. Written
2 (Not more than 300 5 summary. Written summary. Written summary. Written
than 100 words. abstract 150 to 200
words) abstract 100- 150 words. abstract 200-250 words. abstract 300 words.
words.

Student's Profile:
Resume Presentation,
3 5
Creativity, Clarity, &
Informative
(M/5)*5
Resume poor presented, Resume excellently
Resume poor presented, Resume good presented
no creativity or clarity Resume satisfactorily presented, has creativity
lack creativity or clarity has creativity or good
and are often difficult to presented, less creativity or excellent clarity and
and are often difficult to clarity and are easy to
read Inadequate of or clarity and readable are easy to read More
read Lack of information read Informative and
information and not Adequate information informative and
and not organized. The good organized. The
organized. The layout of and organized. The excellently organized.
layout of the resume not layout of the resume
the resume not layout of the resume well The layout of the resume
organized well. More good organized. 1 to 3
organized well. More organized. 1 to 3 pages. excellently Organized. 1
than 3 pages. pages.
than 3 pages. to 3 pages.

FBM/UNITLI/FORMB/VOCT’21 Page 1 of 3
 POOR FAIR SATISFACTORY GOOD EXCELLENT
ALLOCATED EARNED
# CRITERIA
MARKS MARKS
1 2 3 4 5
(M/5)*10
Company's Profile:
Mission, Vision, Poorly presented. Many Fairly presented. Few Satisfactorily presented. Good presented and Excellently presented.
4 Organizational/ 10 key elements not key elements fairly highlight key highlighting key Key elements skillfully
Department Chart, highlighted. highlighted. elements. elements. highlighted.
Product/service

Training's Reflection: (M/5)*10

Reflection of
responsibilities at Poorly presented. Many Fairly presented. Few Satisfactorily presented. Good presented and Excellently presented.
5 work. Reflections of 10 key elements not key elements Fairly highlight key highlighting key Key elements skillfully
working experience. highlighted. highlighted. elements. elements. highlighted.
Refer to report
guideline.
(M/5)*10
Satisfactorily identified 5-
SWOT Analysis: Poorly identified 1-2 Fairly identified 3-4 Excellently identified
6 relevant observations. Good identified 7-8
A diagram of SWOT relevant observations. relevant observations. more than 8 relevant
Satisfactorily relevant observations.
6 analysis in creative 10 Poor presentation of Fairly presentation of observations. Excellently
presentation of Good presentation of
Infographic infographic and no infographic and lack of presentation of
infographic and has infographic and creative.
presentation. creativity. creativity. infographic and creative.
creativity.

Discussion: (M/5)*15
Clearly explain the
findings of SWOT Well explained and Excellently explained
Poorly explained and Fairly explained and Satisfactorily explained
analysis; and make discussed. Good in and discussed. Key
7 15 discussed. Many key discussed. Few key and discussed. Fairly
relevant and highlighting key elements skillfully
elements not highlighted. elements highlighted. highlight key elements.
appropriate elements. highlighted.
discussion. Refer to
report guideline.
(M/5)*10
Excellent
Fairly recommendation. Satisfactory Good recommendation.
Recommendation: Poor recommendation. recommendation.
Few are not related, recommendation. Fairly Highly related,
8 Relevant, appropriate 10 Not related, appropriate Strongly related,
appropriate and related, appropriate and appropriate and
and innovative. and innovative. appropriate and
innovative. innovative. innovative.
innovative.

FBM/UNITLI/FORMB/VOCT’21 Page 2 of 3

ALLOCATED
# CRITERIA
MARKS
Academic
Reference/Citation:
Provide at least 10
9 recent academic
citations. The citation
MUST be five years
recent.
10 Conclusions
11 Appendices
Formatting:
Report Organization &
Consistency. Spelling
12
and Grammar.
Numbering and paging
(minimum 20 pages).
Student's Commitment
Frequency meeting
13 and communicate with 10
supervisor, Creativity,
Initiative.
FBM/UNITLI/FORMB/VOCT’21
POOR FAIR SATISFACTORY GOOD EXCELLENT
EARNED
MARKS
1 2 3 4 5
(M/5)*5
3 to 4 appropriate 5 to 10 relevant
No academic 1 to 2 relevant academic 4 to 5 relevant academic
5 academic academic
reference/citation. reference/citation. reference/citation.
reference/citation. reference/citation.
(M/5)*5
Unclearly written Fairly written of Satisfactory written of Good written of Excellent written of
5
conclusion on the report. conclusion and relevant. conclusion and relevant. conclusion and relevant. conclusion and relevant.
(M/5)*5
Poorly related & Somewhat related & Satisfactorily related & High satisfactorily related Excellently related &
5
inappropriate. appropriate. appropriate. & appropriate. appropriate.
(M/5)*5
Multiple significant A few significant spelling
Fair spelling or Minor spelling No spelling or
5 misspelling, grammatical or grammatical
grammatical errors. or grammatical errors. grammatical error.
errors. errors.
(M/5)*10
Lack of meeting and Fairly meeting and Satisfactorily meeting Consistently meeting Excellently meeting and
communicating with communicating with and communicating with and communicating with communicating with
supervisors. Poor supervisors. Fair supervisors. Satisfactory supervisors. Good supervisors. Very good
creativity and initiative. creativity, and initiative. creativity and initiative. creativity and initiative. creativity, and initiative.
TOTAL
/100
Page 3 of 3
 UiTM’s Academic Integrity Pledge

By signing this form, I agree to act in a manner that is consistent with UiTM’s academic
assessment and evaluation policy and processes. I will practice integrity in regard to all
academic assessments, and pursue scholarly activities in UiTM in an open, honest, and
responsible manner. I will not engage or tolerate acts of academic dishonesty, academic
misconduct, or academic fraud that include but are not limited to:

a. Cheating: Using or attempts to use any unauthorized device, assistance, sources,

practice or materials while completing academic assessments. This include but
are not limited to copying from another, allowing another to copy, unauthorized
collaboration on an assignment or open book tests, or engaging in other behavior
that a reasonable person would consider to be cheating.
b. Plagiarism: Using or attempts to use the work of others (ideas, design, words, art,
music, etc.) without acknowledging the source; using or purchasing materials
prepared by another person or agency or engaging in other behavior that a
reasonable person would consider plagiarism.
c. Fabrication : Falsifying data, information, or citations in any formal academic
assessment and evaluation.
d. Deception : Providing false information to an instructor concerning a formal
academic assessment and evaluation.
e. Furnishing false information: Providing false information or false
representations to any UiTM official, instructor, or office.

As a student of UiTM, I am expected to conduct myself in a manner that exemplifies

honesty and integrity. If for any reason, I am found to be violating the policies set out by
UiTM, I understand that disciplinary action can be taken against me.

___________________________

Name: NOR AISYAH ASYIRA BINTI NAZLI

Matric Number: 2019475676
Course Code: MGT666 - INDUSTRIAL TRAINING
Programme code: BA232 - OFFICE SYSTEMS MANAGEMENT
Faculty / Campus : FACULTY BUSINESS AND MANAGEMENT
*Students are required to sign one pledge for each course taken.

Bahagian Pentaksiran & Penilaian Akademik 0404/2021