Kelantanese, Alumni of Sultan Ismail College Kelantan (SICA), IT Competency Cert, Certified Written English Professional US. Has participated in many seminars/conferences (local/ international) in the capacity of trainer/lecturer and participant.
Affiliations :- Network Member of Gerson Lehrman Group, Institute of Quality Malaysia, Auditor ISO 9000 IRCAUK, Auditor OHSMS (SIRIM and STS) /EMS ISO 14000 and Construction Quality Assessment System CONQUAS, CIDB (Now BCA) Singapore),
* Possesses almost 30 years of experience/hands-on in the multi-modern management & technical disciplines (systems & methodologies) such as Knowledge Management (Hi-Impact Management/ICT Solutions), Quality (TQM/ISO), Safety Health Environment, Civil & Building (Construction), Manufacturing, Motivation & Team Building, HR, Marketing/Branding, Business Process Reengineering, Economy/Stock Market, Contracts/Project Management, Finance & Banking, etc. He was employed to international bluechips involving in national/international megaprojects such as Balfour Beatty Construction/Knight Piesold & Partners UK, MMI Insurance Group Australia, Hazama Corporation (Hazamagumi) Japan (with Mitsubishi Corporation, JA Jones US, MMCE and Ho-Hup) and Sunway Construction Berhad (The Sunway Group of Companies). Among major projects undertaken : Pergau Hydro Electric Project, KLCC Petronas Twin Towers, LRT Tunnelling, KLIA, Petronas Refineries Melaka, Putrajaya Government Complex, Sistem Lingkaran Lebuhraya Kajang (SILK), Mex Highway, KLIA1, KLIA2 etc. Once serviced SMPD Management Consultants as Associate Consultant cum Lecturer for Diploma in Management, Institute of Supervisory Management UK/SMPD JV. Currently – Associate/Visiting Consultants/Facilitators, Advisors for leading consulting firms (local and international) including project management. To name a few – Noma SWO Consult, Amiosh Resources, Timur West Consultant Sdn. Bhd., TIJ Consultants Group (Malaysia and Singapore) and many others.
* Ex-Resident Weekly Columnist of Utusan Malaysia (1995-1998) and have produced more than 100 articles related to ISO-9000– Management System and Documentation Models, TQM Strategic Management, Occupational Safety and Health (now OHSAS 18000) and Environmental Management Systems ISO 14000. His write-ups/experience has assisted many students/researchers alike in module developments based on competency or academics and completion of many theses. Once commended by the then Chief Secretary to the Government of Malaysia for his diligence in promoting and training the civil services (government sector) based on “Total Quality Management and Quality Management System ISO-9000 in Malaysian Civil Service – Paradigm Shift Scalar for Assessment System”
Among Nik Zafri’s clients : Adabi Consumer Industries Sdn. Bhd, (MRP II, Accounts/Credit Control) The HQ of Royal Customs and Excise Malaysia (ISO 9000), Veterinary Services Dept. Negeri Sembilan (ISO 9000), The Institution of Engineers Malaysia (Aspects of Project Management – KLCC construction), Corporate HQ of RHB (Peter Drucker's MBO/KRA), NEC Semiconductor - Klang Selangor (Productivity Management), Prime Minister’s Department Malaysia (ISO 9000), State Secretarial Office Negeri Sembilan (ISO 9000), Hidrological Department KL (ISO 9000), Asahi Kluang Johor(System Audit, Management/Supervisory Development), Tunku Mahmood (2) Primary School Kluang Johor (ISO 9000), Consortium PANZANA (HSSE 3rd Party Audit), Lecturer for Information Technology Training Centre (ITTC) – Authorised Training Center (ATC) – University of Technology Malaysia (UTM) Kluang Branch Johor, Kluang General Hospital Johor (Management/Supervision Development, Office Technology/Administration, ISO 9000 & Construction Management), Kahang Timur Secondary School Johor (ISO 9000), Sultan Abdul Jalil Secondary School Kluang Johor (Islamic Motivation and Team Building), Guocera Tiles Industries Kluang Johor (EMS ISO 14000), MNE Construction (M) Sdn. Bhd. Kota Tinggi Johor (ISO 9000 – Construction), UITM Shah Alam Selangor (Knowledge Management/Knowledge Based Economy /TQM), Telesystem Electronics/Digico Cable(ODM/OEM for Astro – ISO 9000), Sungai Long Industries Sdn. Bhd. (Bina Puri Group) - ISO 9000 Construction), Secura Security Printing Sdn. Bhd,(ISO 9000 – Security Printing) ROTOL AMS Bumi Sdn. Bhd & ROTOL Architectural Services Sdn. Bhd. (ROTOL Group) – ISO 9000 –Architecture, Bond M & E (KL) Sdn. Bhd. (ISO 9000 – Construction/M & E), Skyline Telco (M) Sdn. Bhd. (Knowledge Management),Technochase Sdn. Bhd JB (ISO 9000 – Construction), Institut Kefahaman Islam Malaysia (IKIM – ISO 9000 & Internal Audit Refresher), Shinryo/Steamline Consortium (Petronas/OGP Power Co-Generation Plant Melaka – Construction Management and Safety, Health, Environment), Hospital Universiti Kebangsaan Malaysia (Negotiation Skills), Association for Retired Intelligence Operatives of Malaysia (Cyber Security – Arpa/NSFUsenet, Cobit, Till, ISO/IEC ISMS 27000 for Law/Enforcement/Military), T.Yamaichi Corp. (M) Sdn. Bhd. (EMS ISO 14000) LSB Manufacturing Solutions Sdn. Bhd., (Lean Scoreboard (including a full development of System-Software-Application - MSC Malaysia & Six Sigma) PJZ Marine Services Sdn. Bhd., (Safety Management Systems and Internal Audit based on International Marine Organization Standards) UNITAR/UNTEC (Degree in Accountacy – Career Path/Roadmap) Cobrain Holdings Sdn. Bhd.(Managing Construction Safety & Health), Speaker for International Finance & Management Strategy (Closed Conference), Pembinaan Jaya Zira Sdn. Bhd. (ISO 9001:2008-Internal Audit for Construction Industry & Overview of version 2015), Straits Consulting Engineers Sdn. Bhd. (Full Integrated Management System – ISO 9000, OHSAS 18000 (ISO 45000) and EMS ISO 14000 for Civil/Structural/Geotechnical Consulting), Malaysia Management & Science University (MSU – (Managing Business in an Organization), Innoseven Sdn. Bhd. (KVMRT Line 1 MSPR8 – Awareness and Internal Audit (Construction), ISO 9001:2008 and 2015 overview for the Construction Industry), Kemakmuran Sdn. Bhd. (KVMRT Line 1 - Signages/Wayfinding - Project Quality Plan and Construction Method Statement ), Lembaga Tabung Haji - Flood ERP, WNA Consultants - DID/JPS -Flood Risk Assessment and Management Plan - Prelim, Conceptual Design, Interim and Final Report etc., Tunnel Fire Safety - Fire Risk Assessment Report - Design Fire Scenario), Safety, Health and Environmental Management Plans leading construction/property companies/corporations in Malaysia, Timur West Consultant : Business Methodology and System, Information Security Management Systems (ISMS) ISO/IEC 27001:2013 for Majlis Bandaraya Petaling Jaya ISMS/Audit/Risk/ITP Technical Team, MPDT Capital Berhad - ISO 9001: 2015 - Consultancy, Construction, Project Rehabilitation, Desalination (first one in Malaysia to receive certification on trades such as Reverse Osmosis Seawater Desalination and Project Recovery/Rehabilitation)
* Has appeared for 10 consecutive series in “Good Morning Malaysia RTM TV1’ Corporate Talk Segment discussing on ISO 9000/14000 in various industries. For ICT, his inputs garnered from his expertise have successfully led to development of work-process e-enabling systems in the environments of intranet, portal and interactive web design especially for the construction and manufacturing. Some of the end products have won various competitions of innovativeness, quality, continual-improvements and construction industry award at national level. He has also in advisory capacity – involved in development and moderation of websites, portals and e-profiles for mainly corporate and private sectors, public figures etc. He is also one of the recipients for MOSTE Innovation for RFID use in Electronic Toll Collection in Malaysia.
Note :
Hidup berkeluarga banyak cabarannya. Jika kita merasakan ianya satu beban dan bukan tanggungjawab, maka kita akan sedikit demi sedikit mengabaikan mereka. Terutamanya apabila kita ditekan dengan kesulitan dan menganggap kesulitan itu sebagai satu pengakhiran.
(Anti Bribery Management System = ISO 37001:2016)
4.0 Support
Support = Resources required to implement, maintain and improve ABMS.
Competence
a) Determine the competence of employees,
b) Education background, training and experience,
c) Possible additional training required?
d) Reasignment or 3rd party support?
e) Document them as evidence
(It's a good practice to run a background check/screening of person(s) holding significant positions having authority on approval of financial matters)
Employment Process
Procedure (s) required.
- employment regulations - to address the need to comply with ABMS Policy and System and action that will be taken against non-compliances
(Bribery; once proven; IS A CRIME! Report it to the authorities and immediate termination should be executed - There is no need for reminders or warnings or showcause/domestic inquiries, even industrial courts as this is not a disciplinary matter, it's a crime)
- employee should receive a copy of such policy/regulations. Conduct refresher training/briefing/inductions at the right intervals if necessary.
- just like a whistleblower, employee must also be equally protected in case reports of bribery or possible bribery or rejecting bribery - being lodged disregarding position or social status.
- investigations, risk assessments and; if necessary; due diligence to be made once reports are lodged, if necessary - declaration of assets,
The anti-bribery compliance declaration can stand alone or be a component of a broader compliance declaration process.
Awareness and training
Adequate training/workshops/inductions on ABMS are required - if possible, not only on the key staff but also throughout the organization. Contents of training to include :
a) ABMS overall awareness, policy, procedures, roles/responsibility/authority
b) need for compliance, risks and opportunities,
c) how to recognize, react, prevent potential or actual events of bribery and corruption.
d) aspects of communication,
e) scope of bribery/corruption to include internal and external parties,
(those involving service providers - the contractual requirements can add a clause on "Bribery and Corruption")
Retain documented information.
Communication
- internal and external
a) What, When, With Whom, How, Who to communicate on ABMS various issues.
b) Medium of communication to be used - although one language shall prevail in case of ambiguity - other translated versions should be in multiple languages accordingly)
c) ABMS Policy; apart from all staff; should also be communicated/extended to Service Providers as well.
Documented information
A must have - Policy, Objectives, Plans, Manual, Procedures, methodologies, checklist, relevant codes of practice etc.
The extent of documented information can differ from one organization to another depnding on size, scope of work, processes (complexity/interaction),
products and services, competency etc. A banking and financial institution may differ in scope to a construction company.
So, APPLY ONLY THE NEEDED DOCUMENTS, not everything - not hijacked from others - not copy and paste from others!
ABMS documented information can be retained separately or part of other systems - compliance, financial, commercial, audit etc.)
(My advice? separate them! Unless you know what to omit and what to add without overlapping)
Format (Creating/Updating)
- identification/description - title/date, author, approval, reference number, revision/issue number,
- hardcopies or electronic (online) (online versions may subject to a stricter audit - identifying the authorized users acess, authorized to make amendment (s), the approval parties, encryption, firewall etc.)
- review for adequacy at intervals.
Control of documented information
Control :
a) available for use, location and when to use
b) protected (confidentiality, unauthorized access, loss of integrity (printed version can be compromised in the long run)
b) distribute, access, retrieval and use
c) storage and preservation
d) retention and disposition.
Superseded documents; if retained; must be quarantined and not to be filed together with the active ones. Justification is required of why the superseded documents are kept. Among reasons for retaining is for future reference and may also serve as evidence in the court of law.
(Be in my shoes for a while)
(Artikel Asal ditulis pada hari Rabu, 28 Disember, 2016)
Dalam usaha untuk menjayakan pemasaran atau jualan produk/perkhidmatan kita, suka saya ingatkan agar kita perlu tahu sedikit sebanyak mengenai siapa prospek kita. Walaupun demikian, kita hanya dapat mengetahui 70% dari keperluan pembeli yang berpotensi - itupun pada saya, telah mencukupi. 30% lagi tu, kita kena pelajari dan alami sendiri semasa kita memasar mahupun menjual produk/perkhidmatan kita. Izinkan saya berkongsi beberapa perkara utama mengenai psikologi pembeli :
#1 - Manusia suka berbeli-belah
Ini tabiat utama manusia yang perlu dikenali. Siapapun mereka, apapun latarbelakang mereka, dari mana asal mereka, tidak kira jantina mereka mahupun usia mereka, mereka akan pasti membeli-belah.
Kali pertama kita berhadapan dengan prospek, kita hendaklah mengadakan suasana urusan jual beli yang selesa dan berilah layanan bertaraf VIP pada mereka walaupun mereka tidak membeli produk kita. Yang penting, mereka akan mengingati budi-bahasa kita dan dari 10 orang prospek, 5 prospek akan kembali.
Tetapi awas, prospek kita tidak suka dipaksa membeli malah ada yang tidak suka penerangan terlalu panjang.
Senario ini sama dengan perniagaan MLM yang bersikap terlalu memaksa menyebabkan ahli merasa tidak selesa akhirnya beralih kepada syarikat yang lain. Ada caranya untuk memikat hati ahli atau pembeli. Di negara barat, mereka menyimpan data-data prospek mereka untuk dihubungi jika ada promosi dan produk/perkhidmatan baru untuk dipasarkan.
#2 – Prospek Mempunyai Ego Mereka Sendiri
Sebagai pemasar atau penjual yang bijak, anda perlu membuat ramalan mengenai apakah perkara yang selalunya bermain-main di fikiran pembeli yang berpotensi. Izinkan saya berkongsi 3 daripada persoalan yang selalunya ada di fikiran mereka.
1) “Apakah yang mereka dapat jika membeli dengan kita?”
2) “Bagaimana pula dengan jaminan dan penyengaraan? atau servis selepas jualan”
3) “Terdapat tawaran hebat, hadiah atau diskaun?”
Kejayaan menerangkan ketiga perkara utama di atas boleh dianggap produk/perkhidmatan anda AKAN dibeli...
Elakkan sekali-kali bercerita tentang diri kita kepada prospek kerana ingin memujuk mereka untuk membeli kecuali jika ditanya. Ringkaskan kisah peribadi, senyum dan fokus kepada produk/perkhidmatan yang ingin dipasarkan/dijual.
Tetapi tidak salah jika kita cenderung ke arah mementingkan prospek - contohnya, “Tuan/Puan (akak/abang) ni dari mana?” Perbualan seperti ini kadangkala akan menarik hati prospek, jika mereka menjawabnya, bermakna mereka suka akan produk/perkhidmatan kita.
Selalu lazimkan ucapan “Selamat datang”, “Selamat Pagi/Petang”, “Boleh saya bantu?”
Saya pernah melihat peniaga-peniaga berbangsa Cina menyiapkan gula-gula untuk diberikan pada anak-anak pelanggan. Dengan hanya berbelanja RM5.00 sehari untuk gula-gula, mereka berjaya menawan hati pelanggan
Seperkara lagi, saya sering melihat kesalahan yang selalu dianggap kecil - dilakukan oleh kakitangan jurujual umpamanya :
a) Suka “mengekori” pelanggan - ini pasti akan menimbulkan rasa ketidakselesaan pelanggan. Adakan jarak yang selamat jika mengikuti pelanggan dan sentiasa tersenyum dan bersedia untuk membantu pelanggan.
atau Pasangkan cermin pada sudut yang sesuai atau terbaiknya pasangkan CCTV.
b) Suka memulakan perbualan seperti “Nak beli apa?”
#3 – Pembeli selalunya membeli mengikut emosi
Pada zahirnya, kita nampak seperti prospek kita membuat keputusan yang munasabah dalam membuat pembelian. Sebenarnya, kebanyakan yang selalu saya jumpa membeli mengikut emosi mereka. Anda jangan membiarkan perkara ini berlaku kerana prospek anda mungkin akan terbeli produk yang terlalu mahal dan tidak sesuai untuk mereka.
Jangan mengambil sikap mendiamkan diri, anda perlu “berkorban” sedikit memaklumkan kepada mereka, terdapat produk/perkhidmatan atau pakej yang lebih ekonomik. Ini antara cara yang paling efektif untuk menawan hati pelanggan kerana pelanggan hari ini sangat mementingkan kejujuran penjual/pemasar - dan mereka akan pasti datang kembali menjadi pelanggan tetap. Malah pelanggan seperti ini akan membantu kita memasarkan perniagaan kita.
Tetapi awas, jika pelanggan terasa tertipu, perniagaan anda juga akan berada dalam RISIKO yang besar.
#4 - Pembeli juga membeli berdasarkan fakta
Ini adalah pembeli yang bijak dan mempunyai pengetahuan kadang-kadang melebihi kita sebagai penjual/pemasar. Berhati-hatilah dengan pembeli seperti ini. Selalunya kita akan dapat mengenali mereka apabila mereka bertanya soalan-soalan yang teknikal (malah memberikan jawapan-jawapan yang penuh meyakinkan semasa bertanya)
Elakkan sekali-kali “bertengkar” atau “berhujjah” dengan pelanggan kategori ini. Sebaiknya ucapkan “terima kasih” di atas pengetahuan baru yang diberikan oleh mereka. Bayangkan hanya dengan ucapan terima kasih, mereka akan merasa sangat dihargai dan bangga. Sudah pasti barangan/produk/perkhidmatan anda akan dibeli!
Kadang-kadang, ada pelanggan yang salah memberikan fakta. Sebaiknya anda boleh memilih untuk mendiamkan diri, senyum, mengangguk-angguk dan menampakkan wajah kagum. Kecuali fakta yang diberikan itu ada berbaur fitnah - contohnya “produk ini saya dengar khabar - tidak halal”, maka anda perlu bersedia untuk menerangkan secara ringkas dan menunjukkan bukti seperti sijil halal dan seumpamanya.
Jangan memberikan maklumbalas dengan emosi - “Mana ada?? Dah dapat persijilan halal berzaman-zaman dah” atau “Encik/Cik/Puan ni tidak baca suratkhabar ke? Tidak tengok TV ke?”
Walaupun kita bersifat defensif di atas dasar yang betul dan ingin mempertahankan diri, tetapi kita telah SALAH kaedah penyampaian maklumat berkenaan.
#5 - Pembeli membeli secara mengikut trend
Ini memerlukan kebijaksanaan kita dalam merancang bagaimana nak menjadikan barangan/perkhidmatan kita sebagai “trend” hari ini. Biasanya, kita perlukan foto-foto atau testimoni pelanggan lain atau foto-foto produk berkenaan (yang mungkin telah diiklankan dalam media masa) dsb.
Tidaklah keterlaluan jika kita menggunakan frasa yang “catchy” - contohnya “AS SHOWN ON TV atau YouTube atau “SEBAGAIMANA IKLAN DALAM MEDIA MASA”. Kita kena berani menggunakan frasa-frasa yang boleh menarik perhatian pembeli.
Jika kita berhasrat untuk menarik perhatian semua pelanggan (bergantung di atas jenis produk/perkhidmatan kita), suka saya ingatkan frasa “UNTUK MELAYU ISLAM SAHAJA” atau “UNTUK MUSLIM SAHAJA”, “UNTUK BUMIPUTERA SAHAJA” kadangkala boleh membawa salahfaham di kalangan prospek bukan Melayu atau non-Muslim.
Ini juga satu kesilapan dalam periklanan dan penjualan produk-produk tertentu yang tertera perkataan-perkataan seperti ini pada labelnya menyebabkan produk/perkhidmatan berkenaan tidak disukai oleh mereka yang bukan Melayu dan bukan Islam. Walhal produk/perkhidmatan kita adalah untuk SEMUA orang.
