Mukasurat 1 Buletin CERTIFIED MS ISO 9001:2000 REGISTRATION NO. AR 1405 Perpustakaan “ Kecemerlangan Informasi ” Jld. 13, Bil.4, Julai - Ogos 2002 http://www.psz.utm.my/bpindex.htm PERSIDANGAN PUSTAKAWAN PSZ 15-17 JULAI 2002 INSTALLING CUSTOMER SATISFACTION INDEX Persidangan Pustakawan PSZ sekali lagi memberi Program ini dilaksanakan secara praktikal berpandu tumpuan kepada isu kepuasan pelanggan dan kepada metodologi yang telah digariskan. Aktiviti kualiti perkhidmatan yang disediakan. program ini dibuat secara berkumpulan dan semua hasil Di persidangan tahun ini, PSZ telah memberi perbincangan direkodkan tanpa sebarang perubahan dan kepercayaan kepada Learning Edge Consultants dari dijadikan sebagai bahan rujukan di PSZ. Kuala Lumpur untuk mengendalikan kursus ini. Encik Sazali Mohd Taib dan Encik Perth Pal Singh bertindak sebagai fasilitator sepanjang program PSZ mencadangkan agar kursus seumpama ini boleh tersebut. dianjurkan oleh pihak Universiti khususnya kepada jabatan-jabatan yang terlibat dengan perkhidmatan Kursus ini dihadiri oleh 35 peserta yang majoritinya pelanggan. terdiri daripada Pustakawan PSZ Skudai dan Kuala Lumpur serta staf pengurusan dan profesional. Program latihan dalaman ini telah dilihat dapat membantu meningkatkan profesionalisma Pustakawan melalui pendedahan kepada kaedah yang sesuai untuk mempertingkatkan kualiti perkhidmatan individu. MAKLUMAN Topik-topik yang difokuskan termasuklah : Semua alamat emel staf PSZ (Skudai dan Kuala Lumpur) yang menggunakan Kaedah mengumpul data “email@example.com” telah berubah kepada Pembahagian kategori pelanggan “firstname.lastname@example.org.” Mengenalpasti apa yang boleh diukur Contoh: email@example.com berubah Mendapatkan kerjasama pelanggan kepada firstname.lastname@example.org Membentangkan hasil soal selidik dengan cara yang memberangsangkan Sebarang maklumat atau pertanyaan boleh Cadangan yang dapat memberi impak diajukan kepada staf melalui alamat emel yang Tindakan susulan yang berkesan baru. Penerbitan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia Mukasurat 2 Cetusan Minda ... Assalaamua’laikum dan salam sejahtera, Penasihat: Rusliza Yaacob PSZ dan pengguna adalah umpama isi dengan kuku. Apa jua perkhidmatan yang ditawarkan Ketua Pengarang: Nor Hafiza Daud Kaiyin kepada pengguna merupakan medium antara kedua-dua pihak. Penyaluran perkhidmatan bukan Pengarang/Penyunting: Siti Nisrin Mohd. Anis saja terbatas kepada bahan-bahan elektronik dan Muzaimah Mohd. Yunus bercetak tetapi juga melalui tatacara komunikasi staf dengan pengguna dari aspek khidmat nasihat Pembantu Penerbitan: dan runding maklumat. Adalah sukar untuk Sapuan Jamjuri Mahendran a/l Sandran menentukan tahap kepuasan pengguna apatah lagi Jaafar Muhammad memberikan kepuasan seratus peratus kepada mereka. Ini adalah kerana persepsi pengguna Pembantu Tadbir Rendah: Hamidah Sa’don adalah berbeza di antara satu sama lain. Sebagai penyedia perkhidmatan dan produk yang berasaskan maklumat, staf PSZ sedar akan cabaran Sila kemukakan sebarang cadangan dan masalah yang dihadapi ketika berurusan atau pertanyaan kepada:- dengan pengguna. Banyak perkara perlu diperbaiki agar kepuasan pengguna dapat Ketua Pengarang ditingkatkan walaupun tidak sepenuhnya. Buletin Perpustakaan Sehubungan itu, PSZ telah menganjurkan Unit Pemasaran PSZ, UTM Skudai Persidangan Pustakawan yang bertemakan “Installing A Customer Statisfaction Survey Tel: 07-5533333 (samb. 30016) Mechanism”, 15-17 Julai 2002 bertujuan untuk Faks: 07-5572555 mengkaji dan mengetahui perkara-perkara penting e-mel:email@example.com yang berkait rapat dengan kepuasan pengguna di PSZ. Sesi kajiselidik yang singkat dengan pengguna sedikit sebanyak dapat membantu staf menyedari kebaikan dan kelemahan PSZ untuk tindakan yang lebih praktikal. Pengguna juga Kalamullah harus sedar batasan mereka sebagai pengguna. Kala Kata-kata “Customers are always right” tidak Dan kepada Allah jualah sekalian bermakna apa sahaja permintaan pengguna boleh makhluk yang ada di langit dan dituruti dan mesti dipenuhi tetapi di dalam di bumi tunduk menurut, sama sesetengah situasi tertentu, ianya tidak dapat ada dengan sukarela atau dengan dipenuhi disebabkan perkara-perkara yang tidak terpaksa; dan (demikian juga) bayang-bayang mereka; pada dapat dielakkan. Namun begitu, “Customers have waktu pagi dan petang. the rights” untuk menyatakan ketidakpuasan atau apa sahaja komen yang membina terhadap PSZ - Surah al-Rad, ayat 15 dalam pelbagai aspek. Dengan cara ini staf boleh memberikan perkhidmatan yang terbaik dan Al-Quran tidak lain hanyalah peringatan bagi penduduk seluruh pengguna juga berpuashati dengan perkhidmatan alam. yang diterima. Semoga kerjasama antara PSZ dan pengguna menjadi lebih baik di masa akan datang. - Surah al Saad, ayat 87 Ketua Pengarang Mukasurat 3 Book Review **************************************** **************************************** Title: Proceedings of the ISI Institute Sultan Iskandar and Swiss Academy of Development Joint International Conference On “Social Challenges of Rapid Economic Transformation” Edited by: Jamilah Ariffin & Adeline Louis This book was launched recently on the 15th April 2002 by Royal Professor Ungku Aziz at the Seminar on Urban Management: Good Urban Governance in Cyberjaya. This volume contains proceedings of an international conference in 1998, which deliberated on a very important topic, “Social Challenges of Rapid Economic Transformation”. Since this phenomenon is pertinent to almost every country on the globe, it is fortuitous that the place of the conference was Johor Bahru, Malaysia, a little city, quite unknown to many especially considering that the majority of the conference participants came from European countries. The contents of this book also includes keynote address by Dato’ Haji Abdul Ghani Othman (Chief Minister of Johor) and 4 opening addresses by Datuk Dr. Ahmad Zaharuddin bin Idrus (former Vice Chancellor of UTM), Prof. Peter Atteslander (Director, Swiss Institute of Development), Mr. Grusswort Fridolin Kissling (President of Swiss Academy of Development) and Wolfgang Pape (European Commission, Brussels) Title: Knowledge Management and Organizational Competence Edited by: Ron Sanchez Call number: HD30.2 K56 2001 c.1 Knowledge Management and Organizational Competence draws on the latest research by a number of noted management scholars. It presents new insights into various kinds of knowledge that are of value to organizations, organizational interactions that can create strategically useful knowledge, alternative processes for managing knowledge, and approaches to integrating key forms of knowledge into organizational processes of competence building and leveraging. The papers in the volume collectively define a powerful conceptual framework for understanding organizational knowledge and its central role in building and leveraging competences. They present well articulated, logically consistent conceptualizations that will provide new theoretical impetus for management researchers, while at the same time providing case studies and examples of practitical applications that suggest useful new methods and tools for management practitioners. Mukasurat 4 New Online Database Titles in PSZ (campus access only) Engineering Database Online is a one-stop resource that ACM is a major force in advancing the skills of saves countless hours of library research. information technology professionals and students Wherever you are in the field, in the office, or in the worldwide. Today, our 75,000 members and the classroom a complete engineering database is at your public turn to ACM for the industry’s leading Portal to command. Obtain information quickly and easily by Computing Literature, authoritative publications and cross-referenced indexes and complete text/word pioneering conferences, providing leadership for the searches. In addition, users can also review personal 21st century. biographies of eminent authors and contributors whose works formed the foundation of this for further details, please contact incredibly comprehensive knowledgebase. Noor Effendy Hamzah ext.: 30027 E-mail:firstname.lastname@example.org Zafarina Dol ext.: 30025 E-mail:email@example.com Pelancaran Laman Web Program Khidmat Masyarakat Perpustakaan Sultanah Zanariah Tarikh: 8 Jun 2002 Tempat: Balairaya Kampung Belukar Durian, Sedili, Kota Tinggi, Johor Laman Web Program Khidmat Masyarakat PSZ Program Khidmat Masyarakat PSZ (PKMPSZ) dimulakan pada tahun 1999 bagi membangunkan Bilik Bacaan di Balairaya Kampung Belukar Durian dan Projek Anak Angkat PSZ pada tahun 2000. Program ini menjadi aktiviti tahunan PSZ. Kini berita PKMPSZ boleh diakses melalui laman web di http://www.psz.utm.my/PKMPSZ/index_all.htm Mukasurat 5 Program Bookathon 2002 Bermula daripada kempen Bulan Membaca 2002, Perpustakaan Sultanah Zanariah akan melancarkan program Bookathon yang bertujuan untuk meningkat dan menggalakkan minat membaca dikalangan warga kampus. Program ini akan dilaksanakan mengikut semester pengajian di UTM. Siri pertama program akan dilancarkan bermula pada semester II sesi 2002/2003 (28 Oktober 2002 - 9 Mac 2003). Semua warga kampus termasuklah staf perpustakaan (kecuali AJK Program) dialu-alukan untuk menyertai marathon pembacaan ini. Syarat-syarat penyertaan adalah seperti berikut:- 1. Terbuka kepada semua warga & ahli keluarga staf Universiti Teknologi Malaysia, Skudai sahaja. 2. Ulasan boleh dibuat di dalam Bahasa Malaysia dan Bahasa Inggeris sahaja. 3. Karya boleh diulas daripada pelbagai bidang dan tema kecuali hiburan dan berkaitan isu-isu sensitif di Malaysia. 4. Peserta diminta menghantar tidak kurang daripada 2 ulasan buku. 5. Setiap ulasan mestilah hasil penulisan asal peserta. 6. Penyertaan boleh dibatalkan sekiranya terdapat penyalinan semula terhadap ulasan buku yang dihantar. Majlis penyampaian hadiah program akan dibuat di kolej-kolej kediaman pelajar UTM. Ini adalah sebagai salah satu usaha mempromosi, menjana minda, dan membudayakan minat membaca dikalangan warga kampus di UTM. Keterangan lanjut boleh diperolehi daripada Koordinator Program Budaya Membaca PSZ (Pn. Siti Nisrin Mohd. Anis, samb: 30023). Mukasurat 6 1. Selected Conference Paper MALAYSIAN LAND AND HOUSING DEVELOPMENT LAW CONFERENCE 10-11th. JUNE., 2002 SHANGRI-LA HOTEL, KUALA LUMPUR ROLES OF LANDOWNERS IN THE LAND DEVELOPMENT PROCESS - THE WAY IN WHICH THEIR BEHAVIOURS AFFECT THE SUPPLY OF LAND FOR DEVELOPMENT IN KUALA LUMPUR Ismail Omar, PhD Centre for Land Administration Studies (CLAS), Faculty of Geoinformation Science and Engineering, Universiti Teknologi Malaysia E-mail: firstname.lastname@example.org Abstract Landowners are diverse. Their motives, strategies and actions are different. With diversity in nature, landowners view their indigenous land differently. As a result, landowners have certain limitations in interacting with the other key agents in supplying land for development purposes. They may restrict the flow of land to the land development process. Therefore, the land development decisions taken by landowners may affect the availability of land for development. In this study, roles, strategies and action of landowners and their interactions with planners, developers, estate and other parties were discussed in the light of the supply constraints of land in the case study areas for urban redevelopment. In so doing, the paper explains the nature, role and importance of landowners in supplying land to the urban redevelopment with reference to the way this affects the supply of indigenous land for development. Moreover, the way in which their interactions is governed by various rules of indigenous land policy and policy measures. In the end, the paper concludes that landowners played important roles in restricting the supply of land for development and, therefore, solution to the problem has to consider their nature and behaviours. Mukasurat 7 2. Selected Conference Papers MALAYSIAN LAND AND HOUSING LAW CONFERENCE ASIA BUSINESS FORUM, 10-11th. JUNE, 2002 SHANGRI-LA HOTEL KUALA LUMPUR Rules of Land Acquisition in Malaysia - Valuation Discrepancy on The East Coast Highway Development in Kuantan, Pahang Ismail Omar, PhD Aminah Md Yusof, PhD Fahmi Arif Zifa Zaukani, BSC Centre for Land Administration Studies (CLAS), Faculty of Geoinformation Science and Engineering, Universiti Teknologi Malaysia, E-mail: email@example.com Abstract The proposal of the East Coast Highway, connecting the West Coast to East Coast of Peninsular Malaysia was an effort undertaken by the government to provide infrastructure to better accessibility, hence, helps sustain the economic growth of the country. The purpose of the highway is to shorten the traveling time, and, thus boost the economic development of the States involved. However, the initial proposal of the highway in 1994 was postponed until the first work starts at the end of 2000. The long delay period is caused by various constraints in negotiation, land acquisition and construction stages. The study seeks to review literatures on the process and procedure of land acquisitions and valuation for compensation purposes. Secondary data is gathered from public and private valuation reports on land taken and then compared to the awards of compensation paid to the affected landowners using statistical analysis. In the end, it was revealed that there are valuation discrepancies in acquiring lands for the construction of the East Coast Highway. The differences in the valuation for compensation between public and private valuation had created dispute on the amount of compensation of the value of land taken. Once resolved, there seems to be slightly different between the public valuation and value awarded to the affected landowners. In contrast, the private valuation seems generally disregarded. This indicates the practical aspect and applicability of the present code of land compensation to ensure the way to avoid delays in developing highway and providing necessary infrastructure to the people. Mukasurat 8 SECTION FOR EXTERNAL MEMBERSHIP Book Review Title: Construction insurance, Bonding, & Risk Management Authors: William J. Palmer, James M. Maloney, John L. Heffron III Publisher: Mac Graw-Hill Call no: HG8053.7 P25 1996c2 Protect your business from all types of risks - insure your projects with advice from the experts Here you’ll find the answers to your questions about insurance, bonding, and risk management for all of your construction projects. This much-needed book helps you assess your requirements for insurance coverage, evaluate policies, find the fairest rates, obtain bonding, and manage risks professionally and confidently. Written by the foremost experts at Ernst & Young LLP and Willis Corroon Construction, this authoritative guide gives you the information and methods you need to simplify and systematize your project insurance, bonding, and risk management issues, and protect your business from all types of liabilities. You’ll learn how to: Establish your requirements for various types of insurance Determine how to get the insurance you need at the best rate Read and evaluate insurance contracts Secure bonds for both contractors and subcontractors Obtain workers’ compensation coverage Evaluate environmental issues Understand the role of sureties in litigation Construction contractors and subcontractors, CPAs, law firms, insurance and bonding agents will all welcome this comprehensive guide and the authoritative help it gives in ensuring successful outcomes for construction projects of every kind. Title: Law of contract (Principles and Practice) Authors: Dr. V.K. Agarwal Publisher: International Law Book Services Call No: KPG 810 A32 2000 c.1 This book presents an exhaustive commentary on the Contracts Act 1950 [Act 136]. The provisions of the Act have been subject to deep and intensive analysis in the light of the cases decided by the Malaysian Courts. Significant and selected English and Indian cases which are considered helpful in the exposition of the principles of the law of contract in Malaysia have been embodied, side by side with numerous Malaysian case laws. This book is immensely useful to the professionals including legal practitioners, accountants, bankers, company executives and others. It is equally important to scholars and students of Law, Commerce, Accountancy, Business and Management. An attempt has been made in the present book to comment upon and explain the Contracts Act 1950 [Act 136 Revised 1974]. This book has been divided into three parts. After the introductory matter in Division One, Division Two constitutes a commentary on the provisions of the Contracts Act. For this purpose, the sections of the Act have been explained one by one. The synopsis of every section of the Act have given on the top of the commentary to make it easy to the reader to find out the topic he wants to study. The provisions of the Act have been subject to deep and intensive analysis in the light of the relevant and important case-law of Malaysia. Mukasurat 9 Title: Researchers, Quit Your Search Engines. Source: Community College Week, 7/8/2002, Vol. 14 Issue 24, p19, 3/5p, 1c Author(s): Goldsborough, Reid Database: Academic Search Elite The World Wide Web is a massive cache of information. Google, the popular search site, indexes a whopping 3 billion Web documents. Given that number, you might think the Web has everything you’d ever need to know. But it doesn’t. Professional researchers know good research involves more than just surfing the Web. More than two-thirds of the publications used most often by researchers either don’t have Web sites or don’t offer their information free online, according to a study by Outsell, a market research firm that focuses on the information industry. The Web can also be a source of information that’s biased, outdated, or inaccurate. Free Web tools can be a good place to start, but when the information you need is for professional purposes, it can be smart to look elsewhere, and even to veer offline. Libraries, those hallowed old halls of information, can still be vital resources. One useful tool you can find in library is the commercial research database, also a favourite of professional researchers. The commercial research database comes in handy in many situations, but three of the most common are: looking for information about a possible business partner, doing market research on potential customers and existing. Competitors for a new product or service and searching for doctoral dissertations. These days, you can access commercial research databases yourself, although that’s not always the best idea, especially if you’ve never used them. In the past, the world of commercial research databases was a forbidding one, where information was inaccessible and expensive. But this has changed recently, with the big three commercial research databases offering more user friendly Web services at cheaper rates. Dialog, LexisNexis, and Factiva are more accurately referred to as information aggregators. They speedily scour hundreds of third-party databases and give you access to all of them. Each service has its strengths, says Cindy Shamel, president-elect of the Association of Independent Information Professionals who runs her own research company, Shamel Information Services, in San Diego. turn to page 10 Mukasurat 10 from page 9 Dialog (http://www.dialog.com) is the oldest of the three, created in 1972 as the world’s first online information retrieval system. It has long been strong on scientific, technical and intellectual-property information. But now it’s also chock-full of the latest news. LexisNexis, (http://www.lexisnexis.com) is a combination of Lexis, the premier source of in-depth legal and regulatory information and public records, and Nexis, a good source of general and business news, market research and company profiles. Factiva (http://www.factiva. com) is a joint venture of Dow Jones and Reuters. The premier source of breaking business news and global content, it merges the full text of the Wall Street Journal with the Dow Jones and Reuters newswires. For information about worldwide business and international affairs, it provides material from about 1,000 non-English sources in 118 countries and 22 languages. Each service has different pricing options for individuals, small businesses, and large businesses and information professionals. For individuals and small businesses it makes the most sense to pay as you go along. Under this system, you don’t pay a subscription fee, but only for those articles or records you download. Searching through the databases and viewing headlines are free, and each article or record you read entirely costs about $3. I’ve found these services useful, but if you get carried away, costs can escalate. Complicated research can often rack up big bills, so you should consider hiring a professional researcher, Shamel said: “You need experience to do cost-effective searching.” Each of the databases has something the others don’t. Professional researchers typically bypass the Web and dial into these services directly, which give them more advanced searching options. Professional researchers can also be a big time saver. “You can find yourself spending so much time searching for information that you don’t have enough time to run your business,” said Penny Leidtke-Sienkiewicz, principal of the Philadelphia-based research company On-Target Information Services. The Web site of the Association of Independent Information Professionals, at http://www.aiip.org, lets you search for researchers by services, subject matter and geographic area. For more on online researching, check out David Novak’s Information Research FAQ, at http:// spireproject.com/faq.htm. Mukasurat 11 Title: Identity management is good business Source: Week, 3/18/2002, Vol. 19 Issue 11, p49, 2p Author(s): Sturdevant, Cameron Database: Academic Search Elite MANAGING PASSWORDS IS A GOOD first step in taking control of end-user maintenance costs because it shifts some of the work from IT to the end user. WEEK Labs believes identity management, from account provisioning to authentication and directory integration, is the road most enterprises should be travelling. The beauty of a product such as Passlogix Inc.’s V-Go SSO (see review, above) is that with a modicum of fuss, IT managers can have users up and running on a tough, no-nonsense single-sign-on utility that cuts costs by limiting help desk calls. Products such as V-Go also increase security by ensuring that users adhere to tough password policies. We had V-Go up and running in a day on a small test network. Obviously, that timeline won’t be matched by companies rolling out the product to thousands of users, but the real benefits of a well thought-out identity management policy will show up in a matter of weeks or months, not quarters or years. Managing identity in the enterprise for maximum cost reduction means putting the technology (directories, certificate authorities and authentication methods) in place, along with policies (business plans, human resources procedures and delegated authority). Tracking and maintaining user identifies on the Web for binding agreements, including purchases and contracts, is outside the scope of this article. Products such as Courion Corp.’s AccountCourier, which is designed to handle password and user ID accounts throughout their life cycle, or customized applications of technologies, such as Novell Inc.’s DirXML information-sharing technology, both take a stab at solving identity management in the enterprise. Using these products, employees are represented by an identity that is given access rights and privileges, as well as constraints that keep the users and the data under their control inside predetermined boundaries. turn to page 12 Mukasurat 12 from page 11 When using account management products to manage user identities, it is useful to consider three factors: how intrusive is the process in gathering information that is to be used for user authentication, how accurate is the information that is being supplied, and what is the real cost of gathering and maintaining the information. We’ve looked at several products that use a variety of methods to authenticate users, from biometric devices to new software tools that use multiple factors, including computer-usage habits, to determine who is trying to use the system. It’s a fair question for employees to ask, “What happens to this data when I leave the company?” The more intrusive the information (fingerprint, retina scan, country of birth, salary of first “real” job), the more valuable it is—both to the actual person who is attached to the data and to identify thieves. Proliferation of our most private data diminishes the usefulness of that data for identification purposes. Put another way, information accuracy has more to do with the attributes that IT assigns to user identities than with the actual information supplied by the end user. As identity management applications are put in place, it is essential to also implement policies that mandate a review of the technical procedures. For example, it should be the responsibility of an organization’s IT department to review as frequently as every quarter the scripts used to generate new users. This is because, for all the efficiency and speed that automated systems bring to account creation and deletion, it is imperative to make sure that the correct rights are being assigned to new users. It is all too easy to set up a test account with wide-ranging authority, only to assign that account to new users by mistake. This is also a classic opportunity to work with line-of, business managers to ensure that the accounts that are created actually match the job functions of the people who are receiving the accounts. Finally, nearly every account management tool on the market has a return-on-investment calculator that shows how much an organization can “save” by implementing the product. Before using one of these calculators, IT managers should run some rough numbers to get an idea of the actual costs that go into an identity management system. Then run the calculator. Information, please IT managers should consider three factors when deploying account management products to manage user identities: • Privacy How intrusive is the information-gathering process that is to be used for user authentication? • Accuracy How accurate is the information that is being supplied? • Cost What is the real cost of gathering and maintaining the information?