ADMINISTRATIVE OPERATION SYSTEMS

(ASM553)

INDIVIDUAL ASSIGNMENT 1:

WORKFLOW PROCESS OF E-ADUAN

KEROSAKAN KOLEJ

PREPARED FOR:

MADAM WAN NOR HAZIMAH BINTI WAN

AZIB

PREPARED BY:

AMIRUL AIMAN BIN ABU BAKAR

CLASS:

D1BA2323A

DATE OF SUBMISSION:

7 NOVEMBER 2023
Introduction

e-Aduan Kerosakan Kolej is a system provided by UiTM for students who stayed
in the hostel to make a complaint about any damage to facilities or furniture. This
department is operated and located under facility department.

The flowchart chosen is a vertical flow process chart as it is an effective way of

illustrating a work process that involves a downward process. The flowchart below shows
the step of process of making a complaint in e-Aduan Kerosakan Kolej system. There are
15 steps that a student needs to follow to make a complaint.
Workflow Chart

Symbol Present Summary

Operation 11 Process: Process of makin e-

Aduan Kerosakan Kolej
Transportation 1 Location: UITM Machang,
Inspection 3 Kelantan
Date: 6/11/2023
Delay 0
Storage 0

Present Method Transportation Remarks

(Action by)

Inspection
Operation

Storage
Delay
Give the link Staff Resident College

Click the link Student

View the form Student

Fill out the form Student

Submit the form Student

Receive the complaint Staff

Review the complaint Staff

Verify the complaint Staff

Instruct for action Staff

Choose appropriate action Staff

 Transportation
Present Method Remarks (Action by)

Inspection
Operation

Storage
Delay
Contractor
Carry out repair work

Confirm repair work Contractor

Check repair work Staff

Update the repair status Staff

Email the repair status Staff

Flow of Information Activities

Step 1 – Give the link

e-Aduan Kerosakan Kolej link will be given by the staff resident college in the college
whatsapp group.

Step 2 – Click the link

Students need to click the e-Aduan Kerosakan Kolej link to make a complaint about about
any damages in the hostel.

Step 3 – View the form

Students will be directly open a form.

Step 4 – Fill out the form

Students are required to fill out the information such as college name, student name, student
identification number, phone number, room number and their complaint of damages.
Step 5 – Submit the form
Students need to click on the submit button to file their complaint.

Step 6 – Receive the complaint

The complaint will be received in the e-Aduan Kerosakan Kolej System.
Step 7 – Review the complaint
Facility staff will review the complaint received.

Step 8 – Verify the complaint

Facility staff will verify the complaint has been received.

Step 9 – Instruct for action

Facility staff will inform the in-charge contractor for action to be taken.

Step 10 – Choose appropriate action

Complaints that cannot be implemented will be answered either channeled to another unit,
canceled for a specific reason, or stopped to be proposed as a one-off procurement.

Step 11 – Carry out repair work

Contractor will begin the repairing work in the hostel.

Step 12 – Confirm repair work

The contractor will inform the staff that repair work has been completed.

Step 13 – Check repair work

Facility staff will check whether the work has been completed or not.

Step 14 – Update the repair status

Facility staff will update the repair status in e-Aduan Kerosakan Kolej whether the repair
status has been done or not.

Step 15 - Email the repair status

Facility staff will send an email to the complainant to inform them that the action has been
taken.

Does the workflow process facilitates work effectiveness?

The workflow process of making complaint in e-Aduan Kerosakan Kolej is effective because
students can make a complaint about any damages of facilities easily without having to go to
the facility department which is quite far from the hostel. A complaint about damage to
facilities or furniture can be made immediately by filling out the complaint form online. This is
very important for the well-being of the students so that they can study in comfort.

Are there any weaknesses of the work process flow?

The weakness I found after using the system is sometimes the complaint took a long time to
be responded to by the facility staff. This will delay the repairing work to be carry out. For
example, it took one day for facility staff to respond to the complaint that has been
submitted.