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Industrial Training Final Report At Teledirect Telecommerce Sdn BhdLevel 9

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Industrial Training Final Report
At
Teledirect Telecommerce Sdn BhdLevel 9, Axiata Tower, No 9, Jalan Stesen Sentral 5,
Kuala Lumpur Sentral 50470 Kuala Lumpur, Malaysia.

From 19th Feb 2018 To 5th August 2018
Prepared By
Lee Sin En
Bachelor of Information Technology (Honours) In
Software Systems Development
Mohd Farhan Bin Mohd Yusof

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Faculty of Computing and Information Technology
Tunku Abdul Rahman University College
Kuala Lumpur
ACADEMIC YEAR
FORMTEXT <2017/18>DeclarationThe report submitted herewith is a result of my own works. All information that has been obtained from other sources had been fully acknowledged. I understand that plagiarism constitutes a breach of University College rules and regulations and would be subjected to disciplinary actions.

SinEn__________________________
Lee Sin En
Date: 6th June 2018

AcknowledgementThe internship opportunity I had with Teledirect Telecommerce Sdn Bhd was a great chance for learning and professional development. Therefore, I consider myself as a very lucky individual as I was provided with an opportunity to be a part of it. I am also grateful for having a chance to meet so many wonderful people and professionals who led me through this internship period.Bearing in mind previous I am using this opportunity to express my deepest gratitude and special thanks to Mr. Lim, IT Director who giving me the opportunity to do my internship in the company. He had the kindness to accept me in the company and treated me to a lunch.
This program would not have been possible without the support given by my supervisor Mr. Farhan who despite being extraordinary busy with his duties, took time out to hear, guide and keep me on the correct path and allowing me to carry out my project on my own to develop responsibilities. He is a very responsible and reliable supervisor which will lend me a helping hand when I encountered problems.
I would like to give special thanks to my colleagues Mr. Syafriadi and Mr. Venkata who gave me a lot advice on my work and project as well as guiding me all the way when I am at work. They are kind and always willing to help. When I faced any issue, they will help me figured it out.
I express my deepest thanks to Ms. Lai, my college supervisor who taking time out of her busy schedule to read through my monthly progress report and final report. She is a reliable and flexible supervisor. When I found no way to scan and send the monthly report to her, she provides me another way to submit the monthly report which is take photo and send it to her through email.

Nobody has been more important to me in the pursuit of this program than my family members. I would like to thank my parents whose love and guidance are with me in whenever I need. Thank you to my parents for encouraging me in all my pursuit and inspiring me to follow my dreams. Moreover, supporting me emotionally and financially.
Finally, I would like to thank to all my friends for sharing their experiences, time and commitment. I am grateful when they are offering me advice and supporting me through this entire program.

AbstractI undergo my industrial training in Teledirect Telecommerce Sdn Bhd for 6 months from 2nd February 2018 to 8th August 2018. Since 1995 Teledirect has charted a pioneering path in the field of outsourced telecommerce with exemplary talents, excellent tools and expert technology. Teledirect serving largely companies in the financial, IT, airline, luxury and telecommunication sectors, they specialize in generating high sales growth, improving call centre performance and profit generating customer service. Teledirect located at a good location where it is very near to the Kuala Lumpur Sentral Railway Station. It is very convenient for the office workers who need to take LRT, MRT or KTM to work. Teledirect had provided a comfortable working environment for their employees. There are many facilities can be used by the employees such as meeting room, pantry, refrigerator, microwave and water dispenser. As I am taking software system development as my degree, I had been allocated to the application developers team under Technology and Infrastructure department. The main roles for application developers team is to develop and maintain applications for company used and provide outsource services. In addition, there is a helpdesk application build for the employees to submit their problems related to IT to the Technology and Infrastructure department. I handled several projects from Wyeth Nutrition, Hong Leong Bank, Standard Chartered Bank and Samsung.

Table of Contents
TOC o “1-3” h z u Declaration PAGEREF _Toc516565080 h 2Acknowledgement PAGEREF _Toc516565081 h 3Abstract PAGEREF _Toc516565082 h 41Chapter 1: Introduction PAGEREF _Toc516565083 h 81.1Industrial training scheme PAGEREF _Toc516565084 h 81.2Industrial training scopes PAGEREF _Toc516565085 h 81.3Background and details of company, organization and industry PAGEREF _Toc516565086 h 81.3.1Company Background PAGEREF _Toc516565087 h 81.3.2Working Environment PAGEREF _Toc516565088 h 91.3.3Facilities PAGEREF _Toc516565089 h 101.4Functions, business objectives and missions of company/organization PAGEREF _Toc516565090 h 131.4.1Vision and Mission PAGEREF _Toc516565091 h 131.4.2Five Core Values PAGEREF _Toc516565092 h 131.4.3Quality Policy PAGEREF _Toc516565093 h 131.4.4Functions PAGEREF _Toc516565094 h 141.4.5Business Objectives PAGEREF _Toc516565095 h 161.4.6Quality Objectives PAGEREF _Toc516565096 h 161.5Structures of organization/project PAGEREF _Toc516565097 h 171.5.1People and Organization System PAGEREF _Toc516565098 h 171.5.2Functional organizational structure PAGEREF _Toc516565099 h 191.6Training department PAGEREF _Toc516565100 h 191.7Training personnel PAGEREF _Toc516565101 h 202Chapter 2: Wyeth Nutrition PAGEREF _Toc516565102 h 222.1Project I PAGEREF _Toc516565103 h 222.2Project II PAGEREF _Toc516565104 h 232.3Project III PAGEREF _Toc516565105 h 232.4Project IV PAGEREF _Toc516565106 h 242.5Project V PAGEREF _Toc516565107 h 252.6Project VI PAGEREF _Toc516565108 h 252.7Project VII PAGEREF _Toc516565109 h 262.8Project VIII PAGEREF _Toc516565110 h 262.9Project IX PAGEREF _Toc516565111 h 272.10Project X PAGEREF _Toc516565112 h 272.11Project XI PAGEREF _Toc516565113 h 282.12Project XII PAGEREF _Toc516565114 h 282.13Project XIII PAGEREF _Toc516565115 h 292.14Project XIV PAGEREF _Toc516565116 h 292.15Project XV PAGEREF _Toc516565117 h 302.16Project XVI PAGEREF _Toc516565118 h 302.17Project XVII PAGEREF _Toc516565119 h 313Chapter 3: Standard Chartered Bank PAGEREF _Toc516565120 h 333.1Allianz PAGEREF _Toc516565121 h 333.1.1Project I PAGEREF _Toc516565122 h 343.1.2Project II PAGEREF _Toc516565123 h 353.1.3Project III PAGEREF _Toc516565124 h 353.1.4Project IV PAGEREF _Toc516565125 h 363.2Prudential Assurance Malaysia Berhad PAGEREF _Toc516565126 h 363.2.1Project I PAGEREF _Toc516565127 h 373.2.2Project II PAGEREF _Toc516565128 h 384Chapter 4: Hong Leong Bank PAGEREF _Toc516565129 h 404.1MSIG Insurance PAGEREF _Toc516565130 h 404.1.1Project I PAGEREF _Toc516565131 h 414.1.2Project II PAGEREF _Toc516565132 h 414.1.3Project III PAGEREF _Toc516565133 h 424.1.4Project IV PAGEREF _Toc516565134 h 424.1.5Project V PAGEREF _Toc516565135 h 434.1.6Project VI PAGEREF _Toc516565136 h 444.1.7Project VII PAGEREF _Toc516565137 h 444.1.8Project VIII PAGEREF _Toc516565138 h 454.1.9Project IX PAGEREF _Toc516565139 h 454.1.10Project X PAGEREF _Toc516565140 h 465Chapter 5: Samsung PAGEREF _Toc516565141 h 485.1Project I PAGEREF _Toc516565142 h 485.2Project II PAGEREF _Toc516565143 h 496Chapter 6: Conclusions & Recommendations PAGEREF _Toc516565144 h 517References PAGEREF _Toc516565145 h 538Endorsement by the company’s supervisor PAGEREF _Toc516565146 h 55

Chapter 1
Introduction

Chapter 1: IntroductionIndustrial training schemeThe course I am currently taking is BAIT 305C Industrial Training with 12 credit hours. It is an organized training of enhancing and improving skill set and knowledge which boost my performance and consequently helping me to meet my career objectives. The duration of training is 6 months which is crucial for me because it is the best way to acquire as much master in IT as possible which helps me in building confidence and team spirit. Training helps me to acquire the latest techniques, skills, methodologies and to build a strong foundation for my career growth. In short, training helps me in boosting career since by the end of the training, I will turn into professionals in IT.

Industrial training scopesAs an application development intern, I will be working in a range of development environments. I will need to collaborate with other software developers as needed to define and develop requirements derived from discussions with clients. I will be assisting the development team in developing applications and code software applications to adhere to design that support business requirement for external customers. Besides that, I will need to evaluate system specifications against client requirements. I also participate in implementing new software features and maintain existing features.

Background and details of company, organization and industryCompany BackgroundThe company I had chosen to do my internship training is Teledirect Telecommerce Sdn Bhd.

Figure 1.1: Company Logo
Since 1995 Teledirect has charted a pioneering path in the field of outsourced telecommerce with exemplary talents, excellent tools and expert technology.
Teledirect serving largely companies in the financial, IT, airline, luxury and telecommunication sectors, they specialize in generating high sales growth, improving call centre performance and profit generating customer service.

To date, Teledirect has implemented over 4,500 successful programmes interacting with their clients’ customers around the world and a customer acquisition track record of over 3 million. Teledirect has also received due recognition by the industry by clinching several regional awards under the best contact centre operations and the best contact centre professional categories.

Teledirect headquartered in Singapore and with presence in Malaysia, Thailand, Hong Kong, Indonesia, Philippines, China and Japan, Teledirect is part of the WPP Group.

In 1995, Teledirect opened in Singapore started with only 1 employee. In 1996, WPP acquired a stake in Teledirect and Teledirect had 20 employees by that time. In 1997, Teledirect opened in Hong Kong. In 2001, Teledirect opened in Malaysia and had around 530 employees. In 2005, Teledirect opened in Thailand and had 800 employees. In 2009, Teledirect opened in Indonesia and had 1200 employees. In 2014, Teledirect opened in Philippines and had 2000 employees. In 2016, Teledirect achieved 100+ Industry Awards. In 2017, Teledirect opened in China and JapanCITATION Tel18 l 17417 (Teledirect Telecommerce, 2018).

Working EnvironmentTeledirect located at a good location where it is very near to the Kuala Lumpur Sentral Railway Station. It is very convenient for the office workers who need to take LRT, MRT or KTM to work. Teledirect is surrounded by a shopping mall and lots of restaurant, such as Sin Kee Restaurant, Old Town White Coffee, O’Briens Irish Sandwich Café and DubuYo which give the employees a great convenience during lunch hour. There are many banks located around here, such as RHB Bank, Bank Islam, CIMB Bank, SME Bank, Hong Leong Bank, Public Bank and Bank Rakyat where give them the accessibility to do transactions.
The working place is considered good and satisfied because it is fully furnished with air condition, lights, office tables and chairs, laptop, personal computer and curtain. The environment is clean and tidy because cleaners are hired to keep the office clean.

Figure 1.2: Desktop Figure 1.3: Outside View

Figure 1.4: Lanyard Figure 1.5: Working Place
FacilitiesTeledirect had provided a comfortable environment for their employees. A pantry is provided for their employees to have lunch or to have a small break. Free of charge coffee, tea and milo are provided, but if they want something special other than those, a vending machine selling canned beverage may be their choice. In addition, Teledirect is well taking care of their employees’ needs. There are two microwaves provided for both halal and non-halal. For the employee who likes to bring food from home to work, a refrigerator is provided for he/she to store the food temporary and reheat it using microwave.

There is a book shelf for their employees to choose books to read. Moreover, there are some board games which their employees can play to release stress and build team spirit. Teledirect provided a comfortable rest corner with bean bags for their employees. They can take a nap at the bean bag during lunch hour. They can also do some brainstorming as a team at the rest corner. They believe that most of the ideas come from the relaxing moment.
For the agents who cannot bring their belongings into the call floor, lockers are provided for them to store their belongings. To develop skills needed for the assigned tasks, training is necessary. A large training room with partition is provided for their employees to attend training. There is also a meeting room with smart board is provided for them to have meetings.

Figure 1.6: Pantry Figure 1.7: Coffee/Tea/Milo Bar

Figure 1.8: Vending Machine Figure 1.9: Water Dispenser

Figure 1.10: Refrigerator Figure 1.11: Microwave

Figure 1.12: Board Games Figure 1.13: Books

Figure 1.14: Lockers Figure 1.15: Training Room

Figure 1.16: Rest Corner

Functions, business objectives and missions of company/organizationVision and MissionTeledirect’s Vision. To be acknowledged as “the Best Provider of Customized Solutions” in telecommerce and teleconsulting in Asia through consistently meeting and exceeding the expectations of their clients.

Teledirect’s Mission. To assist companies to achieve higher and faster business growth and higher return on investment by generating creative and customized total solutionsCITATION Tel18 l 17417 (Teledirect Telecommerce, 2018).

Five Core ValuesTeamwork. Together we make anything possible.

Initiative. Be the first to take charge.

Courage. Do not be afraid to take risks.

Innovation. Embrace new ideas and innovate.

Trust. You have only one reputationCITATION Tel18 l 17417 (Teledirect Telecommerce, 2018).

Quality PolicyIt is the policy of Teledirect Malaysia to be the Best in Class contact centre services that consistently meet the needs and expectations of the clients and client’s customers through:
A continual improvement effort;
Building better relationships through quality of services and trust;
Compliance to the Quality Objectives and the ISO 9001:2015 requirements;
Dedication to performing the job tight the first time;
Each Teledirect Malaysia employee is accountable for their individual performance. It is the responsibility of each employee to be committed to ISO 9001:2015 and their respective roles as defined within the Quality Management system. The Quality Policy is understood, maintained, and implemented at all levels within the endorsement of management.

FunctionsAt Teledirect, employing best in breed infrastructure is much more than only hardware and software. It’s a complex combination of understanding how technologies interact with people and Processes while delivering powerful analytics.

Teledirect operate 8 contact centres in Asia (Singapore, Thailand, Malaysia, Hong Kong, Indonesia, Philippines, China, Japan), offering 2,500 fully computerised workstations in state-of-the-art premises. Their data security approach meets the highest international standards. They work with the following technology providers for optimal performance in terms of systems uptime, reliability and functionality.

Figure 1.16: Technology providers
TeleSmart is their state-of-the-art Contact Management system. It integrates with PBX and Predictive diallers to provide a seamless user experience and maximized productivity and analytics.

TeleSmart provides many functionality, such as knowledge base, online scripts, call-back management, HR integration, detailed and thorough reporting, automated case escalation, integrated emails, online quizzes, real time coaching module, real time quality assurance and multimedia handling e.g. emails, mail, fax, voice, telex and social media CITATION Tel18 l 17417 (Teledirect Telecommerce, 2018).

High Achieving Sales Machine. They achieve a higher and faster rate of sales for their clients through keen and focused strategies via their outbound telecommerce platform. At Teledirect, they serve their client’s needs with a highly structured and process driven activity to secure results that meet or exceed expectations while giving paramount consideration to corporate representation and image. They cultivate the following business strategies to achieve client’s goals and to deliver optimal result:
Building on existing relationships to offer a new service or product.

Expert scripting with consideration and courtesy shown to consumers.

Systematic auditing and coaching processes to maintain accuracy, consistency and professionalism.

Strict methodology of Quality Control to check infringements and suggest corrective actions.

Ongoing improvement of tools and techniques to maintain highest quality and performance.

Profit Generating Customer Service. Maintaining a delicate balance between CRM and reducing customer service costs has been a top priority at Teledirect. They work hard to deliver quality and professional customer service at a lower cost using cutting edge systems and methods. Their methods and motives are geared to enhancing relationships and generating profit for their clients. They offer centralised off-shore contact centres coupled with an extensive network of regional contact centres offering skills in 14 languages to cater to the Asian and English-speaking markets. A hybrid solution where calls are partially centralised/decentralised but with a unified CRM platform. Their key strengths in this discipline come from their ability to be competitive and agile. For example, TeleSmart CRM platform possesses:
Multi stakeholders case management
Online knowledge base
Auto SMS follow up
Speed capture methods
Auto email inbound and outbound
Online statistics for calculating on-time key performance indicators
Close loop management system
Improving call centre performance. Their past records of performance include setting up 11 call centres in 7 countries across Asia, operating 3000 varied projects, training thousands of contact centre agents for our clients and helping to set up 10 external call-centres in Asia. They believe fervently that at any time, call centres can improve performance by a minimum of 30%. However, at Teledirect, they provide an extra edge with their contribution and expertise in the following:
Process Analysis
Process Design
Process Review
Design of Training Tools
Training Delivery
Overall Project Management
Mystery Shopper Programmes
Provision of Software Development
Data Mining & Database Administration
Talent Support
Provision of TeleSmart (Teledirect’s proprietary contact management software operating currently on over 1,600 workstations)
Business ObjectivesTeledirect caters to companies either needing to improve their customer service or to boost their sales. They will offer outsourced solutions as much as in-sourced, co-sourced or consulting to help drive improvements. Their only objective is to meet or exceed targets set CITATION Tel18 l 17417 (Teledirect Telecommerce, 2018).

Quality ObjectivesThe quality objectives for each department in Teledirect is as below:
Department Quality Objectives
FI-Citibank Tele Centre Monthly QSI minimum target score of 85% achievement.

Quality Department 100% of the sales call to be audited within the agreed turnaround time.

Learning and Development Fulfilment of 20 training hours for agents and 30 training hours for team leaders.

Human Resources Fulfilment of recruitment standard lead time:
6 calendar weeks from date of resignation
1 calendar month from the date of termination
Information Networks Service provider uploads database within two working days from the date of database received.

Structures of organization/projectPeople and Organization SystemTeledirect Malaysia Highest Management
-685800220980Country Director
Chief Human Resource Officer
Client Services Director
IT Director
Regional Services Director
Operations Director
Country Director
Chief Human Resource Officer
Client Services Director
IT Director
Regional Services Director
Operations Director

Human Resource Department
1924050111760Chief Human Resource Officer
Head of HR Services
Assistant Manager
Talent Acquisition Expert
Chief Human Resource Officer
Head of HR Services
Assistant Manager
Talent Acquisition Expert

Client Services Department
192405099060Operations Manager
Assistant Manager
Team Leader
Program Manager
Customer Service Representative
Operations Manager
Assistant Manager
Team Leader
Program Manager
Customer Service Representative

Technology and Infrastructure Department
-257175116205IT Director
Assistant Manager
IT Audit ; Compliance Expert
Maintenance Technician
Technical Support Engineer
Application Developer
IT Director
Assistant Manager
IT Audit ; Compliance Expert
Maintenance Technician
Technical Support Engineer
Application Developer

Operation Department
-600075123825Operations Director
Operation Manager
Head of Quality Customer Experience
Learning ; Development Manager
Regional L;D Manager
Assistant Manager
Operations Director
Operation Manager
Head of Quality Customer Experience
Learning ; Development Manager
Regional L;D Manager
Assistant Manager

Functional organizational structureTeledirect choose functional structure as its organization structure. Functional organizational structure also called a bureaucratic organizational structure. It divides company based on specialty. Employees are supervised by a functional manager with expertise in the same field. This expertise helps the functional manager effectively utilize the skills of employees which ultimately helps organization in achieving its business objectives CITATION Man17 l 17417 (Management Square, 2017). This departmentalization allows greater operation efficiency because the employees have their skills and knowledge to be shared within the group. This approach involves a considerable amount of process standardization within a business, with the real decision-making authority centered at the top of the organization. As an example, a technology and infrastructure department that only engages in technology and infrastructure activities. Their roles and responsibilities are fixed which facilitates easy accountability for the work. There is a very clear chain of command where everyone knows which decisions they are allowed to make and which they should hand off to their supervisors. There is also no duplication of work because each department and each employee have a fixed job responsibility. Training is easier to monitor and update when the employees are focused on functional areas CITATION Ste18 l 17417 (Bragg, 2018).
Training departmentDuring the internship, I had been placed into Technology and Infrastructure department. There are two teams under the department which are IT technical supports and application developers. As I am taking software system development as my degree, I had been allocated to the application developers team. The team is led by an assistant manager followed by three senior application developers. The main roles for application developers team is to develop and maintain applications for company used and provide outsource services. In addition, there is a helpdesk application build for the employees to submit their problems related to IT to the Technology and Infrastructure department.

Training personnelMr. Lim Puay Aun, IT Director, Head of Technology and Infrastructure Department.

Mr. Farhan, Assistant Manager, Supervisor.

Mr. Syafriadi, Senior Application Developer, Senior.

Mr. Venkata Badduri, Senior Application Developer, Senior.

Mr. Kong Meng Shen, Senior Application Developer, Senior.

Chapter 2
Wyeth Nutrition
Chapter 2: Wyeth NutritionTeledirect is providing outsource contact center services for Nestlé. Nestlé is now working with a program which is Wyeth. For the past 100 years, Wyeth Nutrition has pioneered innovative nutrition science with premium-quality products that meet the needs of infants, young children and adults. Through clinical rigor, scientific research, world-class manufacturing and product safety standards, they deliver scientifically sound solutions that offer parents confidence to help nourish children and support healthy futures, when breastfeeding is not an option. By partnering with mothers, doctors and scientists, they continue to discover and learn what is needed to ensure the best advancement for the health and well-being of future generations. In 2012 Wyeth Nutrition was acquired by Nestlé SA and operates as part of Nestlé Nutrition CITATION Wye18 l 17417 (Wyeth Nutrition, 2018).

Figure 2.1: Wyeth Nutrition logo
Project IProject background:
Request from internal FI campaign to provide activity report for Wyeth campaign.
Job responsibilities:
Develop a program to generate daily activity report as excel file and email to the user.

Experiences and details of work undertaken:
Programming language used: Visual Basic
Programme used: Microsoft Visual Studio 2015, SQL Server Management Studio
Steps to develop the program:
Analysed the program requirements.

Confirm the data field needed for the report.

Write a query to display data from the database.

Design a form to display the result.

Code the program functions.

Debug to check errors.
Test the program with different inputs.

After the program is done, there are still some minor modifications follow up request by the user.
Project IIProject background:
Due to the time taken to generate Project I is too long, enhancement of the project is needed. The looping to retrieve the data from data grid view and post into the excel file cause the time taken is extremely long.
In addition, user ask for another two reports which are account report and staff performance report.
Job responsibilities:
Develop a program to generate account, activity and staff performance report based on the duration chose by user.

Experiences and details of work undertaken:
Programming language used: Visual Basic 6
Programme used: Microsoft Visual Studio 6.0, SQL Server Management Studio
This is the first time I use Microsoft Visual Studio 6.0 to develop programme due to the looping problem of using Microsoft Visual Studio 2015 and there is some limitation for me to install component into the company’s desktop, so I have no choice but using Visual Basic 6 to develop this programme. I do a lot of studies before developing this programme. My supervisor, Mr Farhan show me a programme last time he developed as a reference. After the program is done, there are still some minor modifications follow up request by the user.

Project IIIProject background:
Request from internal FI campaign to provide daily customer satisfaction report for Wyeth campaign.

Job responsibilities:
Develop a program to generate daily customer satisfaction report as excel file.

Experiences and details of work undertaken:
Programming language used: Visual Basic 6
Programme used: Microsoft Visual Studio 6.0, SQL Server Management Studio
I get more familiar with Visual Basic 6 now since I had used it for the last project.
Steps to develop the program:
Analysed the program requirements.

Confirm the data field needed for the report.

Write a query to display data from the database.

Design a form to display the result.

Code the program functions.

Debug to check errors.
Test the program with different inputs.

Project IVProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Mum ; Baby Expo Event in Johor Bahru Danga City.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise
Areas/Regions: Johor
Target child age group: 3 years old and above
Target competitors brands: Friso, Enfa
Project VProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth GUM Gold Promotion @ TCE Baby Expo in Klang Valley.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise, PROMAMA, S-26 PE Gold, Enercal Plus
Areas/Regions: Klang Valley
Target child age group: 1 to 6 years old
Target competitors brands: GUM Gold
Project VIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth GUM Gold Promotion in Ipoh.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise
Areas/Regions: Ipoh
Target child age group: 1 to 6 years old
Target competitors brands: Friso, Anmum, Mead Johnson, Abbot & Morinaga
Project VIIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth GUM Gold Promotion in Teluk Intan.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise
Areas/Regions: Teluk IntanTarget child age group: 1 to 6 years old
Target competitors brands: Friso, Anmum, Mead Johnson, Abbot & Morinaga
Project VIIIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth GUM Gold Promotion in Taiping.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise
Areas/Regions: Taiping
Target child age group: 1 to 6 years old
Target competitors brands: Friso, Anmum, Mead Johnson, Abbot & Morinaga
Project IXProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Aeon Ayer Keroh Melaka.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Promise Gold, S-26 PE Gold
Areas/Regions: Melaka
Target child age group: 1 to 9 years old
Target competitors brands: GUM Users
Project XProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Aeon Bukit Mertajam.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Promise Gold, S-26 PE Gold
Areas/Regions: Prai, Butterworth, Bukit MertajamTarget child age group: 1 to 9 years old
Target competitors brands: GUM Users

Project XIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Aeon Queensbay Mall Penang.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Promise Gold, S-26 PE Gold
Areas/Regions: Penang
Target child age group: 1 to 9 years old
Target competitors brands: GUM Users
Project XIIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Alamanda Putrajaya Kuala Lumpur.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Promise Gold
Areas/Regions: Kuala Lumpur
Target child age group: 1 to 6 years old
Target competitors brands: GUM Gold, Enfa, Friso, NAN, Anmum, Similac, Pediasure
Project XIIIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Aeon Bukit Indah Johor Bahru.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise, S-26 PE Gold
Areas/Regions: Johor Bahru
Target child age group: 1 to 9 years old
Target competitors brands: GUM Users
Project XIVProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Baby ; Kidz Fair in Spice Arena Penang.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise, S-26 PE Gold
Areas/Regions: Penang Island, Butterworth, Seberang PeraiTarget child age group: 1 to 9 years old
Target competitors brands: GUM Users
Project XVProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth GUM Gold Promotion @ Camy Babyland, Sunway Giza, Kota Damansara in Kuala Lumpur.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Progress, S-26 Promise Gold, S-26 Promise, PROMAMA, S-26 PE Gold, Enercal Plus
Areas/Regions: Kuala Lumpur
Target child age group: 1 to 6 years old
Target competitors brands: GUM Gold
Project XVIProject background:
Request from internal FI campaign to provide customer’s contact numbers based on some criteria to proceed SMS Blast for Wyeth Promotion in Econsave Alam Jaya.

Job responsibilities:
Provide filtered customer’s contact numbers.

Experiences and details of work undertaken:
Write a query to get data from the database.

Criteria:
Product name: S-26 Progress Gold, S-26 Promise
Areas/Regions: Alam Jaya, Sg Buloh, Subang, Shah Alam, Setia AlamTarget child age group: 1 to 6 years old
Target competitors brands: GUM Gold
Project XVIIProject background:
Request from my supervisor to assist him to modify the content of the webpages for Wyeth. After doing a series of expert-developed question in Wyeth website, parents could find out where their child’s brilliance lies. There 8 brilliances which are art, music, nature, number, physical, self, social and word brilliance. Wyeth nutrition prepared 21-week stimulus for each brilliance and for each age group which included 1 to 2 years old, 3 to 4 years old and 5 to 6 years old.

Job responsibilities:
Modify webpages.

Experiences and details of work undertaken:
Steps to modify the webpages:
Open the power point prepared by Wyeth nutrition.

Open the webpage and modify the content refer to the power point.

Chapter 3
Standard Chartered Bank

Chapter 3: Standard Chartered BankStandard Chartered Bank aim to be the world’s best international bank. With more than 75,000 people from more than 115 nationalities are employed in more than 70 countries, they are well positioned to achieve growth from opportunities in some of the world’s most exciting and diverse markets. They are leading the way through their:
Growth markets
Innovative products and services
Talented and diverse teams
Sustainable business strategies
Standard Chartered Bank has a global network of over 1,700 branches and over 5,800 ATMS with strong franchises in Asia, Africa, and the Middle East. They pride themselves to have a footprint in more than 70 countries in the Asia Pacific region, South Asia, Middle East, Africa, the UK and Americas CITATION Sta18 l 17417 (Standard Chartered Bank, 2018).

Figure 3.1: Standard Chartered Bank logo
Teledirect is providing outsource contact center services for Standard Chartered Bank in insurance area which include Allianz and Prudential.

AllianzAllianz Malaysia Berhad (“AMB”) is part of Allianz Group in Germany. Allianz Group was founded in 1890 in Germany. With approximately 148,000 employees worldwide, the Allianz Group serves more than 83 million customers in about 70 countries.

Allianz General is one of the leading general insurers in Malaysia and has a broad spectrum of services in motor insurance, personal lines, small to medium enterprise businesses and large industrial risks. Allianz Life offers a comprehensive range of life and health insurance as well as investment-linked products and is one of the fastest growing life insurers in Malaysia.
With 37 branches in major cities nationwide, Allianz Malaysia aims to distinguish itself as the most trusted provider of financial services to suit the lifetime needs of Malaysians and at the same time, play a role as a responsible corporate citizen.

Figure 3.2: Allianz logo
Project IProject background:
Agents from Teledirect handling Allianz Standard Chartered Bank Elite Shield campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open Allianz Standard Chartered Bank Elite Shield sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project IIProject background:
Agents from Teledirect handling Allianz Standard Chartered Bank Income Shield campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open Allianz Standard Chartered Bank Income Shield sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project IIIProject background:
The old version call script application that used by the agents for Allianz Standard Chartered Bank Elite Shield campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Allianz Standard Chartered Bank Elite Shield database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project IVProject background:
The old version call script application that used by the agents for Allianz Standard Chartered Bank Income Shield campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Allianz Standard Chartered Bank Income Shield database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Prudential Assurance Malaysia BerhadPrudential Assurance Malaysia Berhad (PAMB) was established in Malaysia in 1924. For its 2017 financial year ended 31 December 2017, it achieved RM1.61 billion in new business sales. New business sales include both life insurance sales and takaful contributions. Takaful products distributed by PAMB’s wealth planners and agents are underwritten by Prudential BSN Takaful Berhad.

As a leading and innovative insurer, PAMB serves the savings, protection and investment needs of Malaysians by offering a full range of financial solutions through its 45 branches and bancassurance distribution partners network nationwide. With more than 1,700 employees, PAMB is committed to helping people achieve their ambitions for a brighter and financially secure future.

PAMB is an indirect wholly owned subsidiary of UK-based Prudential plc. Prudential plc is incorporated in England and Wales, and its affiliated companies constitute one of the world’s leading financial services groups serving over 26 million customers and has £669 billion of assets under management (as at 31 December 2017). Prudential plc is listed on the stock exchanges in London, Hong Kong, Singapore and New YorkCITATION Pru18 l 17417 (Prudential, 2018).

Figure 3.3: Prudential Assurance Malaysia Berhad logo
Project IProject background:
Agents from Teledirect handling Prudential Standard Chartered Bank PruWell Care campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open Prudential Standard Chartered Bank PruWell Care sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project IIProject background:
The old version call script application that used by the agents for Prudential Standard Chartered Bank PruWell Care campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Prudential Standard Chartered Bank PruWell Care database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Chapter 4
Hong Leong Bank
Chapter 4: Hong Leong BankHong Leong Bank Berhad is a regional financial services company based in Malaysia, with presence in Singapore, Hong Kong, Vietnam, Cambodia and China. The Bank is technology-focused and emphasises the development of financial capabilities to serve its clients across the five geographies. Hong Leong Bank Berhad (“HLB” or “the Bank”) is listed on Bursa Malaysia and forms part of the Hong Leong Group. Headquartered in Kuala Lumpur, the Bank has a strong Malaysian entrepreneurship heritage CITATION Hon18 l 17417 (Hong Leong Bank, 2018).

Figure 4.1: Hong Leong Bank logo
Teledirect is providing outsource contact center services for Hong Leong Bank in insurance area which is MSIG.
MSIG InsuranceMSIG Insurance (Malaysia) Bhd is a subsidiary of Mitsui Sumitomo Insurance Company, Limited and a member of MS;AD Insurance Group – one of the largest general insurance groups in the world. With operations in over 42 countries, their parent company in Japan, Mitsui Sumitomo Insurance (MSI) has received strong sterling financial ratings from Standard ; Poor’s, Moody’s Investors Service, A.M. Best Company – several of the world’s leading rating agencies. It has a worldwide total net of premium of over USD 13 billion and total assets of over USD 59 billion.

They take pride in being one of the largest general insurers in Malaysia with a nationwide network of 20 branches. MSIG has a multi-channel distribution network established in strong partnerships with agents, brokers, motor franchise, local and Japanese corporate clients as well as partnership programmes with financial institutions.

With strong financial backing combined with global expertise and local knowledge, customers are assured of financial stability, top quality innovative insurance products and related services and a strong commitment to service. MSIG builds and nurtures enduring relationships, forging close partnerships CITATION MSI18 l 17417 (MSIG Insurance (Malaysia) Bhd, 2018).

Figure 4.2: MSIG Insurance (Malaysia) Bhd logo
Project IProject background:
Agents from Teledirect handling MSIG Hong Leong Bank Berhad C Illness Plus campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open MSIG Hong Leong Bank Berhad C Illness Plus sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project IIProject background:
The old version call script application that used by the agents for MSIG Hong Leong Bank Berhad C Illness Plus campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in MSIG Hong Leong Bank Berhad C Illness Plus database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project IIIProject background:
Agents from Teledirect handling MSIG Hong Leong Bank Berhad Motor campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open MSIG Hong Leong Bank Berhad Motor sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project IVProject background:
The old version call script application that used by the agents for MSIG Hong Leong Bank Berhad Motor campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in MSIG Hong Leong Bank Berhad Motor database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project VProject background:
Agents from Teledirect handling Hong Leong MSIG Takaful Aimia campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open Hong Leong MSIG Takaful Aimia sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project VIProject background:
The old version call script application that used by the agents for Hong Leong MSIG Takaful Aimia campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Hong Leong MSIG Takaful Aimia database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project VIIProject background:
Agents from Teledirect handling Hong Leong MSIG Takaful Onguard Income campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open Hong Leong MSIG Takaful Onguard Income sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project VIIIProject background:
The old version call script application that used by the agents for Hong Leong MSIG Takaful Onguard Income campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Hong Leong MSIG Takaful Onguard Income database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project IXProject background:
Agents from Teledirect handling MSIG Hong Leong Bank Snatch Shield Protection Plus campaign will make sales by calling customer. Their team leader will produce an email with date of sales, customer name and total sales of the date to IT department.
Job responsibilities:
Drop sales file and email to customer and forward the email to related team leader.

Experiences and details of work undertaken:
Steps to do the work:
Open MSIG Hong Leong Bank Snatch Shield Protection Plus sales file generator.

Input date of sales and customer name for each date into the generator.
The generator will display the data based on the input.

Check the amount of data display and compare with total sales.

Generate the report.

Remote to other pc to drop the report and send email to the customer.

Forward the email to team leader.

Project XProject background:
The old version call script application that used by the agents for MSIG Hong Leong Bank Snatch Shield Protection Plus campaign could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in MSIG Hong Leong Bank Snatch Shield Protection Plus database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Chapter 5
Samsung
Chapter 5: SamsungSamsung is committed to complying with local laws and regulations as well as applying a strict global code of conduct to all employees. It believes that ethical management is not only a tool for responding to the rapid changes in the global business environment, but also a vehicle for building trust with its various stakeholders including customers, shareholders, employees, business partners and local communities. With an aim to become one of the most ethical companies in the world, Samsung continues to train its employees and operate monitoring systems, while practicing fair and transparent corporate management. They continuously develop and expand strategic products in their Consumer Electronics division. Since they first won top global market share in 2006, exceptional technology and innovative design have strengthened their unrivalled leadership in flat-panel TVs and monitors. In the Digital Appliances business, they achieved remarkable growth by debuting inventive new products and differentiated design in the premium market.

Figure 5.1: Samsung logo
Project IProject background:
The old version call script application that used by the agents for Samsung Smart TV could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Samsung database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Project IIProject background:
The old version call script application that used by the agents for Samsung Washer could not be compiled anymore. A new application to display the call scripts is requested.

Job responsibilities:
Develop an application to show the call scripts.

Experiences and details of work undertaken:
Steps to do the work:
Create a new table in Samsung database to store the path of the call scripts.

Develop a window form to display the call scripts.

New call scripts are always updated to the newest version based on the request from the user.

Chapter 6
Conclusions &
Recommendations
Chapter 6: Conclusions & RecommendationsWhat I had learned in Teledirect during industrial training is valuable. I enjoyed my internship because all the staffs are enthusiastic and willing to teach and guide me. As I am an introvert person, I was afraid to communicate with others, but they are very friendly and make me not hesitate to ask them question when I encountered problems. Teledirect provides me a comfortable working environment. There is a big pantry and a rest corner that allows me to rest during my lunch hour.
Since the Technology and Infrastructure Department are now separated into 3 offices, I hope that they will gather again in one room in the future. I believe that communicate in a face to face method will be more efficient and comfortable. In addition, I hope that more plants are plant in the office to make the environment green and freshen air.
I recommended students who want to enhance and improve his/her skill set and knowledge in software development should join Teledirect. You may gain knowledge not only related to IT but also human relation. There are plenty of activities and events carry out in the company such as induction, AIA Insurance Campaign, Blood Donation, Dinner Celebration for Hari Raya and visit orphanage.

Chapter 7
References

References BIBLIOGRAPHY Bragg, S., 2018. Functional organizational structure. Online Available at: https://www.accountingtools.com/articles/2017/5/13/functional-organizational-structure
Hong Leong Bank, 2018. Hong Leong Bank Story. Online Available at: https://www.hlb.com.my/en/personal-banking/about-us.html
Management Square, 2017. FUNCTIONAL ORGANIZATION: THE ADVANTAGES AND THE DISADVANTAGES. Online Available at: https://www.management-square.com/functional-organization/
MSIG Insurance (Malaysia) Bhd, 2018. About. Online Available at: https://www.msig.com.my/about/
Prudential, 2018. About Prudential Malaysia. Online Available at: https://www.prudential.com.my/en/our-company/about-prudential-malaysia/
Standard Chartered Bank, 2018. About Us. Online Available at: https://www.sc.com/id/en/about-us/
Teledirect Telecommerce, 2018. About Us. Online Available at: https://www.teledirectasia.com/about-us/
Wyeth Nutrition, 2018. About Wyeth Nutrition. Online Available at: http://www.wyethnutrition.com/#

Chapter 8
Endorsement by
Company’s Supervisor

Endorsement by the company’s supervisorThe above is a true record of activities taken by the trainee in during industrial training.

Signature of Supervisor: __________________________
Name of Supervisor: __________________________ Date: _____________
Company Stamp / Chop:

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