TUGASAN INDIVIDU (MASTER)
SESI SEMESTER 1 2021/2022
KOD KURSUS
D C E 5 1 3 0
NAMA KURSUS MULTICULTURALISM AND HUMAN RESOURCE DEVELOPMENT
PENSYARAH DR. MOHD FAIQ BIN ABD AZIZ
TUGASAN KE / 3 / 4 / 5
TAJUK TUGASAN
INDIVIDUAL ASSIGNMENT 1
NAMA PELAJAR
Sila pastikan nama & NISHALINI A/P SHANMUGAM
no.matrik adalah
BETUL
NO.MATRIK
J M 4 1 6 1 1
PUSAT
PEMBELAJARAN
Pengakuan pelajar : saya mengaku bahawa,
1. Nama,No.matrik & Kod kursus adalah BETUL
2. Sebarang kesilapan adalah tanggungjawab saya sendiri
Sila potong di sini setelah disemak dan dicop (Salinan penerimaan pelajar)
………………………………………………………………………………………………………………………………………………...............................................................
TUGASAN INDIVIDU (MASTER)
KOD KURSUS DCE 5130
TUGASAN KE / / 5
NAMA PELAJAR
Sila pastikan nama & NISHALINI A/P SHANMUGAM
no.matrik adalah
BETUL
NO.MATRIK
J M 4 1 6 1 1
Pengakuan pelajar : saya mengaku bahawa,
1. Nama,No.matrik & Kod kursus adalah BETUL
2. Sebarang kesilapan adalah tanggungjawab saya sendiri
, COP PUSAT PEMBELAJARAN : COP UPMET :
1) Provide background of the company & why you chose that company ?
For this paper’s case study, we are choosing Concentrix, an American business services
company founded in 1983, specializing in customer engagement and business performance.
Concentrix provides services to clients in ten industry verticals: automotive; banking and
financial services; insurance; healthcare; technology; consumer electronics; media and
communications; retail and e-commerce; travel and transportation; energy and public sector.
Concentrix expanded its services in Malaysia as SCGS(M)Sdn.Bhd. in 2013, with the
headquarters in Cyberjaya. Business process outsourcing (BPO) is a business practice in
which an organization contracts with an external service provider to perform an essential
business task. Concentrix is one of the top BPO companies in Malaysia. According to The
Star, BPO market in Malaysia set to surpass US$1.4bil and the country is poised to be a
prime location going forward for global and regional businesses to leverage on the business
processing outsourcing (BPO) industry due to its strategic location and quality infrastructure
(Saieed, 2020).
This case study could help us to explore cultural issues in private multinational company as
SCGS(M)Sdn.Bhd. has diverse employees of gender orientation, race, ethnicity and
nationality. Multinational companies are those operating in two or more countries, making
some of their profits from their activities abroad, and with some assets in other countries
(Sherman and Bohlander, 1992).
2) Based on your research and understanding, are there any cultural issues in your
chosen company?
Organizational culture refers to a system of shared assumptions, values, and beliefs that
show employees what is appropriate and inappropriate behavior (Chatman & Eunyoung,
2003; Kerr & Slocum Jr., 2005). These values have a strong influence on employee behavior
as well as organizational performance. Culture is by and large invisible to individuals. Even
though it affects all employee behaviors, thinking, and behavioral patterns, individuals tend
to become more aware of their organization’s culture when they have the opportunity to
compare it to other organizations. If you have worked in multiple organizations, you can
attest to this. In a survey conducted by the management consulting firm Bain & Company in
2007, worldwide business leaders identified corporate culture as important as corporate
strategy for business success (Why culture can mean life or death, 2007).
Some of the cultural issues faced in SCGS(M)Sdn.Bhd. are as follows:
● Ambiguity
Employees do not understand what is expected of them, or could feel as though stated
policies are in conflict with actual practices. For example, workplace policies state that
management supports a healthy work-life balance, but the company may only promote
SESI SEMESTER 1 2021/2022
KOD KURSUS
D C E 5 1 3 0
NAMA KURSUS MULTICULTURALISM AND HUMAN RESOURCE DEVELOPMENT
PENSYARAH DR. MOHD FAIQ BIN ABD AZIZ
TUGASAN KE / 3 / 4 / 5
TAJUK TUGASAN
INDIVIDUAL ASSIGNMENT 1
NAMA PELAJAR
Sila pastikan nama & NISHALINI A/P SHANMUGAM
no.matrik adalah
BETUL
NO.MATRIK
J M 4 1 6 1 1
PUSAT
PEMBELAJARAN
Pengakuan pelajar : saya mengaku bahawa,
1. Nama,No.matrik & Kod kursus adalah BETUL
2. Sebarang kesilapan adalah tanggungjawab saya sendiri
Sila potong di sini setelah disemak dan dicop (Salinan penerimaan pelajar)
………………………………………………………………………………………………………………………………………………...............................................................
TUGASAN INDIVIDU (MASTER)
KOD KURSUS DCE 5130
TUGASAN KE / / 5
NAMA PELAJAR
Sila pastikan nama & NISHALINI A/P SHANMUGAM
no.matrik adalah
BETUL
NO.MATRIK
J M 4 1 6 1 1
Pengakuan pelajar : saya mengaku bahawa,
1. Nama,No.matrik & Kod kursus adalah BETUL
2. Sebarang kesilapan adalah tanggungjawab saya sendiri
, COP PUSAT PEMBELAJARAN : COP UPMET :
1) Provide background of the company & why you chose that company ?
For this paper’s case study, we are choosing Concentrix, an American business services
company founded in 1983, specializing in customer engagement and business performance.
Concentrix provides services to clients in ten industry verticals: automotive; banking and
financial services; insurance; healthcare; technology; consumer electronics; media and
communications; retail and e-commerce; travel and transportation; energy and public sector.
Concentrix expanded its services in Malaysia as SCGS(M)Sdn.Bhd. in 2013, with the
headquarters in Cyberjaya. Business process outsourcing (BPO) is a business practice in
which an organization contracts with an external service provider to perform an essential
business task. Concentrix is one of the top BPO companies in Malaysia. According to The
Star, BPO market in Malaysia set to surpass US$1.4bil and the country is poised to be a
prime location going forward for global and regional businesses to leverage on the business
processing outsourcing (BPO) industry due to its strategic location and quality infrastructure
(Saieed, 2020).
This case study could help us to explore cultural issues in private multinational company as
SCGS(M)Sdn.Bhd. has diverse employees of gender orientation, race, ethnicity and
nationality. Multinational companies are those operating in two or more countries, making
some of their profits from their activities abroad, and with some assets in other countries
(Sherman and Bohlander, 1992).
2) Based on your research and understanding, are there any cultural issues in your
chosen company?
Organizational culture refers to a system of shared assumptions, values, and beliefs that
show employees what is appropriate and inappropriate behavior (Chatman & Eunyoung,
2003; Kerr & Slocum Jr., 2005). These values have a strong influence on employee behavior
as well as organizational performance. Culture is by and large invisible to individuals. Even
though it affects all employee behaviors, thinking, and behavioral patterns, individuals tend
to become more aware of their organization’s culture when they have the opportunity to
compare it to other organizations. If you have worked in multiple organizations, you can
attest to this. In a survey conducted by the management consulting firm Bain & Company in
2007, worldwide business leaders identified corporate culture as important as corporate
strategy for business success (Why culture can mean life or death, 2007).
Some of the cultural issues faced in SCGS(M)Sdn.Bhd. are as follows:
● Ambiguity
Employees do not understand what is expected of them, or could feel as though stated
policies are in conflict with actual practices. For example, workplace policies state that
management supports a healthy work-life balance, but the company may only promote
