STANDARD PRACTICE

NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) FOR;

ADMINISTRATIVE MANAGEMENT
LEVEL 4
1. INTRODUCTION

Based on the Third Industrial Master Plan, between 2006 and 2009, business and
professional services grew at 6.3% and contributed 2.6% of GDP in 2009,
equivalent to RM13.3 billion. This sector has the potential to raise productivity
through intra and inter sectorial linkages and the diffusion of best practices and
technology. In addition, it will continue to generate knowledge-intensive
employment opportunities in line with moving to a high income economy. The
target is to increase this sectors contribution to 3.3% of GDP by 2015. To achieve
this target, the focus will be on further developing construction related and
environmental management services.
On April 22, 2009 the Government had further liberalised the services sector to
attract more foreign investments and bring more professionals and technology as
well as strengthen competitiveness of the sector. Recognising the growth potential
in the services sector, the Government has decided to immediately liberalise 27
services subsectors, with no equity condition imposed. These sub-sectors are in the
areas of health and social services, tourism services, transport services, business
services and computer and related services.
As at December 2005, a total of 106 Operation Headquarters (OHQs) have been
approved by the Malaysian Industrial Development Authority (MIDA) for company
in Malaysia. Of these, 82 have started operation. These companies are located
outside the MSC Malaysia and engaged in providing business services, including
outsourcing, R&D, back room operations and other qualifying business services, to
their groups of related companies within and outside Malaysia.
Investments in the services sector in January-March 2012 totalled RM17.64 billion
with 1,197 approved projects. Domestic investments in January-March 2012
accounted for 68.4 per cent (RM12.07 billion), while foreign investments were 31.6
per cent (RM5.58 billion). The projects approved during this period are expected to
provide 19,894 job opportunities. With reference to the Third Industrial Master
Plan and The Tenth Malaysian Plan, it is critically to have skilled personnel from the
business services industry.

This NOSS is developed focusing on the Administrative Management area of the

offices or OHQs.
The demand for qualified and experienced Administrative Management personnel
is important as of now and may increase in the near future. Hence, the
development of this NOSS is essential for the industry to have certain guidelines
and standards based on the level of competencies that have been set by the
industrial experts in this field.
Based on the development findings, it was decided that the entry level for
Administrative Management personnel career is at Level 4. The justification is
based on the nature of work that requires competency in performing a broad
range of complex technical or professional work activities performed in a wide
variety of contexts and with a substantial degree of personal responsibility and
autonomy. Responsibility for the work of others and allocation of resources is
often present.
This NOSS provides first-hand information to the workers regarding the
Administrative Management working environment. This NOSS also provides a
career path and employment development for those involved in this industry.
The minimum entry qualifications are those with interest to work in the area as
mentioned above and hold Sijil Kemahiran Malaysia (SKM 3) in Executive
Secretaryship. The candidate must be able to read, write and possess analytical
skill and have interest in the Administrative Management.

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2. OCCUPATIONAL STRUCTURE
Existing Occupational Structure
SECTOR

BUSINESS MANAGEMENT

SUB SECTOR
LEVEL\JOB AREA
LEVEL 5

BUSINESS & FINANCE

LOGISTIC

Not Available

LEVEL 4
LEVEL 3

Logistic Supervisor

LEVEL 2

Logistic Technician

LEVEL 1

Logistic Assistant
Technician

FORWARDING

LEGAL SECRETARY

Forwarding Operation
Manager
Forwarding Operation
Executive
Forwarding Operation
Supervisor
Forwarding Operation
Coordinator

E-ADMINISTRATOR

SECRETARY

Not Available

Forwarding Clerk

Chief Legal Clerk

E-Administrator

Executive Corporate
Secretary

Legal Clerk

Administration Assistant

Secretary

Junior Legal Clerk

Clerk

Junior Secretary

Figure 1.1 Existing Occupational Framework Matrix for Business & Finance-Sub sector of
Business Management in Malaysia

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Proposed Occupational Structure

SECTOR

BUSINESS MANAGEMENT

SUB SECTOR
LEVEL\JOB AREA
LEVEL 5

BUSINESS & FINANCE

LOGISTIC

Not Available

LEVEL 4
LEVEL 3

Logistic Supervisor

LEVEL 2

Logistic Technician

LEVEL 1

Logistic Assistant
Technician

FORWARDING

LEGAL SECRETARY

Forwarding Operation
Manager
Forwarding Operation
Executive
Forwarding Operation
Supervisor
Forwarding Operation
Coordinator

E-ADMINISTRATOR
ADMINISTRATIVE MANAGEMENT
ADMINISTRATIVE MANAGEMENT
EXECUTIVE SECRETARYSHIP

No Level
No Level

Forwarding Clerk

Figure 1.2 Proposed Occupational Framework Matrix for Business & Finance-Sub sector of
Business Management in Malaysia

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SECRETARY

3. DESCRIPTION OF COMPETENCY LEVEL

The NOSS is developed for various occupational areas. Candidates for certification must be
assessed and trained at certain levels to substantiate competencies. Below is a guideline
of each NOSS Level as defined by the Department of Skills Development, Ministry of
Human Resources, Malaysia.
Malaysia Skills Certificate Level 1:
(Operation and Production Level)

Competent in performing a range of varied

work activities, most of which are routine and
predictable.

Malaysia Skills Certificate Level 2:

(Operation and Production Level)

Competent in performing a significant range

of varied work activities, performed in a variety
of contexts. Some of the activities are nonroutine and required individual responsibility
and autonomy.

Malaysia Skills Certificate Level 3:

(Supervisory Level)

Competent in performing a broad range of

varied work activities, performed in a variety of
contexts, most of which are complex and nonroutine. There is considerable responsibility and
autonomy and management or guidance of
others is often required.

Malaysia Skills Diploma Level 4:

(Executive Level)

Competent in performing a broad range of

complex technical or professional work activities
performed in a wide variety of contexts and with
a substantial degree of personal responsibility
and autonomy. Responsibility for the work of
others and allocation of resources is often
present.

Malaysia Skills Advanced Diploma

Level 5: (Managerial Level)

Competent in applying a significant range of

fundamental principles and complex techniques
across a wide and often unpredictable variety of
contexts. Very substantial personal autonomy
and often significant responsibility for the work
of others and for the allocation of substantial
resources features strongly, as do personal
accountabilities for analysis, diagnosis, planning,
execution and evaluation.
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4. MALAYSIAN SKILL CERTIFICATION

Candidates after being assessed, verified and fulfilled Malaysian Skill Certification
requirements shall be awarded with Diploma Kemahiran Malaysia (DKM) for Level 4
as for Level 5 shall be awarded with Diploma Lanjutan Kemahiran Malaysia
respectively. All candidates are also recommended to undergo on job training to
attain knowledge and skills in the Administrative Management field of work.
Assessment must be in accordance with the following:
This NOSS outlines Competency Unit (CU) in the Administrative Management
working environment as required by the industry and has been developed and
documented following extensive collaboration across key Malaysian organisations.
To meet the requirements of this industry, it is imperative that the CU outlined
follow a high standard as well as maintenance of consistency throughout the
assessment process. This can only be done by stipulating a precise framework in
which the assessment of CU must be conducted. The training & assessment of an
Office Management practitioner must be deployed in accordance with JPK policy and
standard as follows:
a) The final assessment of competence must include the combination of
documented continuous assessment conducted by the facilitator during training
and the results of post-training examination;
b) The post-training examination must be practical in nature and involve
demonstration & application of the CU utilizing real equipment and real-world
examples;
c) The CU as outlined in this NOSS must be assessed throughout the training
program and during a post-training examination;
d) The learning environment and facilities need to be in accordance with the
requirements of the industries;
e) The development and assessment of the CU must demonstrate that they
develop transferable skills;
f) The development and assessment of the CU must include documentation by
candidates both during training and examination; and
g) All training and assessment materials must be mapped and verified to be in
accordance with the NOSS Administrative Management by a panel of industry
subject matter experts appointed by JPK.

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5. JOB COMPETENCIES
Administrative Management personnel (Level 4) are competent in performing:

Administrative staff development management

Office asset & facilities management
Office inventory management
Office vendor administration
Office policies administration
Office special project administration
Administrative staff performance appraisal
Human resource (HR) general administration

6. WORKING CONDITIONS
Generally they work in comfortable office settings, from under normal working hour,
from morning to evening depending on organization nature of business. They may
be required to work extra hours to fulfil internal and external requirement.
Administrative Management personnel usually work in offices with other
professionals in schools, hospitals, corporate settings, or in medical offices. They
perform more difficult and complex administrative support tasks involving a
thorough knowledge of the policies and procedures for their functional areas with a
significant degree of independent judgment. They are assigned significant
responsibility for carrying out administrative and office secretarial duties, frequently
of a complex, highly sensitive, and confidential nature in an assigned functional area,
often in a rapidly changing environment. They may also lead a small number of staff
and perform technical duties in support of assigned operations.
7. EMPLOYMENT PROSPECTS
Administrative Management personnel are employed in organizations of every type.
Almost 3 out of 5 Administrative Management personnel are employed in firms
providing services, ranging from education and health to business services. Others
work for firms engaged in manufacturing, construction, wholesale and retail trade,
transportation, and communications. Banks, insurance companies, investment firms,
and real estate firms are also important employers, as are Federal, State, and local
government agencies.
8. TRAINING, INDUSTRIAL RECOGNITION, OTHER QUALIFICATION AND ADVANCEMENT
As per career advancement, most competent administrative management
personnel learn their competency on the job. They usually begin their career
as secretary, administration assistant up to the level of office manager. They
gradually learn their new skills as they gain experience for career
advancement.

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9. SOURCES OF ADDITIONAL INFORMATION

Local

Malaysian Association of Professional Secretaries & Administrators (MAPSA)

Rumah MAPSA
No. 15 Lorong Tempinis Kiri Satu
Lucky Garden
59100Bangsar
Kuala Lumpur
Tel: +603-2282 8308 Fax: +603-2282 5884
URL: http://www.mapsa-malaysia.com

International

The International Association of Administrative Professionals (IAAP)

P.O. Box 20404
Kansas City, MO 64195-0404
United States of America
Phone: 816.891.6600 Fax: 816.891.9118

URL: http://www.iaap-hq.org/

The Association of Secretaries and Administrative Professionals in Asia Pacific (ASA)

RM 2418-24th Floor, Cityland 10 Tower II
H. V. Dela Costa Corner Valero Streets
Makati City, Philippines
Phone: +63 2 (8136468) Fax: +63 2 (8185136)
URL: http://www.asapap.org

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10. ACKNOWLEDGEMENT
The Director General of DSD would like to extend his gratitude to the organisations
and individuals who have been involved in developing this standard.
This standard has been checked by the Standard Technical Evaluation
Committee (STEC). Panel members of STEC are listed below:

NO

NAME

1.

Pn. Daisy Elizabeth Christina

Fernandez

2.

Pn. Salawati binti Jainan

3.

4.

5.

Pn. Sylvia Adele Thomas

Pn. Janet Chin Yoke Foong

Pn. Usha Devi C Kochugovindan

COMPANY
Salcon Engineering Berhad
15th Floor, Menara Summit
Persiaran Kewajipan USJ 1
47600 UEP Subang Jaya
Selangor
Adsofea Advertising Sdn Bhd
Level 15, 1 First Avenue 2A
Dataran Bandar Utama Damansara
47800 Petaling Jaya
Selangor
No. 2, Lorong Sanggul 1B
Bandar Puteri
41200 Klang
Selangor
The International School of Kuala Lumpur
50400 Kuala Lumpur
Taylor Nelson Sofres Malaysia Sdn Bhd
Level 33, Menara Multi-Purpose
Capital Square
No. 8, Jalan Munshi Abdullah
50100 Kuala Lumpur

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11. COMMITTEE MEMBERS FOR DEVELOPMENT OF STANDARD PRACTICE

(SP), COMPETENCY PROFILE CHART (CPC), COMPETENCY PROFILE (CP)
AND CURRICULUM OF COMPETENCY UNIT (CoCU)

ADMINISTRATIVE MANAGEMENT

LEVEL 4

PANEL
1.

Melissa Ong Suan Ing

President
Malaysian Association of Professional
Secretaries & Administrators (MAPSA)

2.

Teoh Ching Ai

Confidential Secretary to Managing Director

Public Bank Berhad

3.

Lydia Tan Mooi Tooi

Administration Manager
Innotribe Solutions Sdn Bhd

4.

Michelle Koh Yuen Ling

Executive Secretary
De Palma Hotel Ampang

5.

Siti Maizura Bte Abdul Jalil

Executive Secretary
Prudential BSN Takaful Berhad

6.

Wan Zaleha Bte Wan Mohd

Ghazali

Executive Secretary
Multimedia Development Corporation (MDEC)
Sdn Bhd

7.

Esther Prema Rani S

Ragunathan

Specialist
Corporate Responsibility Division, MAXIS Berhad

8.

Susanna Thian Su-An

Office Manager
International College of Music

FACILITATOR
11. Abu Musa Bin Mohamad Isa
CO-FACILITATOR
12.

Mohamad Hafiz Bin Hashim

COMPETENCY PROFILE CHART (CPC)

SECTOR

BUSINESS MANAGEMENT

SUB SECTOR

BUSINESS & FINANCE

JOB AREA

ADMINISTRATIVE MANAGEMENT

JOB LEVEL

FOUR (4)

JOB AREA CODE

FB-025-4:2012

COMPETENCY

CORE

ELECTIVE

COMPETENCY UNIT

ADMINISTRATIVE
STAFF
DEVELOPMENT
MANAGEMENT

OFFICE ASSET &

FACILITIES
MANAGEMENT

OFFICE INVENTORY
MANAGEMENT

OFFICE VENDOR
ADMINISTRATION

FB-025-4:2012-C01

FB-025-4:2012-C02

FB-025-4:2012-C03

FB-025-4:2012-C04

OFFICE POLICIES
ADMINISTRATION

OFFICE SPECIAL
PROJECT
ADMINISTRATION

ADMINISTRATIVE
STAFF PERFORMANCE
APPRAISAL

FB-025-4:2012-C05

FB-025-4:2012-C06

FB-025-4:2012-C07

HUMAN RESOURCE
(HR) GENERAL
ADMINISTRATION

FB-025-4:2012-E01
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