INTRODUCTION

Pos Malaysia Berhad is Malaysias premier postal service provider. They have a
widespread network of over 5,700 touch points countrywide that includes Pos Malaysia Outlets,
Pos Minis, Pos24 (Self Service Terminals), Post-On-Wheels (Mobile Outlets), postal agents and
stamp agents, making it one of the most extensive retail network in Malaysia. It is located at Pos
Malaysia Headquarters, Dayabumi Complex, Kuala Lumpur.
The vision of Pos Malaysia Berhad is to be the trusted leader in the delivery of integrated
physical and digital solutions, resonates with their aspiration to stay relevant in fluid market
while reflecting their digital agenda. Correspondingly, their mission statement is to deliver
excellent customer experience and convenience in the areas of communications, logistics, and
financial services and supply chain solutions at the highest level of reliability and integrity.
The form of Pos Malaysia Berhad is establishment of postal services first in the Straits
Settlements in which it would cover the whole Malaya by early 20th century. Letters were then
conveyed through despatch riders or special messengers. Instead of postage stamps, fees were
collected when letters were handed in at the Post Office. Letters posted were given a receipt.
However, this system changed when the Indian stamps overprinted with crown and Straits'
stamps overprinted with dollars and cents were introduced in 1867. The first inaugural definitive
set of postage stamps was introduced in 1901. Started as a medium for the transmissions of
letters, newspapers and business documents, the postal service soon evolved into a multiple
services provider. It began to venture into parcel delivery, registrations, insurance service,
transaction of money (postal order and money order) and investment of funds (Post Office
Saving Bank).
The postal service, then known as Jabatan Perkhidmatan Pos, also began to take over
numerous services on behalf of the Government machineries. It started to collect payment of
electricity bill, sale of dog licence, payment of pensions, sale of television licence and others.
Upon being an independent country in 1957, Malaysia began its active participations in
numerous international associations to stay abreast in social and economical development.
Among others, it became a member country of the Universal Postal Union (UPU) in 17th
January 1958, a participation in which Malaysia remains a dynamic member until today. As we

embark into the 21st century, the postal service in Malaysia, widely known as Pos Malaysia
Berhad, continues to evolve to meet the demands and needs of the changing consumer behaviour
and marketplace. The organization was restructured in 1992 from being a governmental owned
Malaysian Postal Services Department into a business corporation and be one of the Government
Link Company (GLC)
Pos Malaysia services are providing postal and related services, transport logistics,
printing and insertion, counter collection and payment agency services for a range of financial
transactions, such as bill payments, remittance, insurance and unit trusts. Pos Malaysia also
provide multi-services. For example, people can pay their PTPTN loan, road tax and car
insurance at Pos Malaysia. The company holds an exclusive concession to provide mail services
through its network of over 1000 branches and mini post offices in Malaysia. Pos Malaysia
restructured its core services into three Strategic Business Units - mail, courier and retail. Mail
includes the provision of basic mail services for corporate and individual customers and
customized solutions, such as mailroom management and direct mail. Courier includes courier
solutions by sea, air and land to both national and international destinations. Retail includes overthe-counter services for payment of bills and certain financial products and services. Other
operations include the hybrid mail which provides data and document processing services,
logistics solutions by sea, air and land to both national and international destinations, business of
internet security products, solutions and services and rental income from investment properties
held by the company. Pos Malaysia also offers Drive-Thru Counters. Their services include sale
of stamps, encashment of postal orders and payment of bill.
Line and staff responsibilities of Pos Malaysia has two separate hierarchies. The first one
is the line hierarchy in which the departments are revenue generators (manufacturing, selling),
and their managers are responsible for achieving the organization's main objectives by executing
the key functions (such as policy making, target setting, decision making). Next, the second is
the staff hierarchy, in which the departments are revenue consumers, and their managers are
responsible for activities that support line functions (such as accounting, maintenance, personnel
management).
Board of Directors of Pos Malaysia are Non-Independent Non-Executive Chairman is
Tan Sri Dato Sri Haji Mohd Khamil bin Jamil, Senior Independent Non-Executive Director is

Dato Ibrahim Mahaludin bin Puteh. Independent Non-Executive Director are DatoSri Che
Khalib bin Mohamad Noh, Abdul Hamid bin Sh Mohamed and Datuk Puteh Rukiah binti Abd.
Majid. Non-Independent Non-Executive Director are Datuk Mohamed Razeek bin Md Hussain
Maricar and Eshah binti Meor Suleiman. Pos Malaysia employ more than 16,200 people, over
1,000 physical outlets nationwide comprising more than 700 Post Offices and more than 300 Pos
Mini. Pos Malaysia Berhad also have 85,700 Post Office Boxes, 3,300 of Street Posting Boxes
and 8,200 of total vehicles.

Research the particular industry that the company is in

Pos Malaysia Berhad is a company that is listed in Bursa Malaysia. Today, Pos
Malaysia Berhad is leading Malaysias premier postal service provider. They have
operating the countrys widest postal service with a widespread network of over 5,700
touch points countrywide that includes Pos Malaysia Outlets, Pos Minis, Pos24 (Self
Service Terminals), Post-On-Wheels (Mobile Outlets), postal agents and stamp agents,
making it one of the most extensive retail network in Malaysia. Together with the role of
the national postal provider, Pos Malaysia Berhad has morphed into a conglomerate,
offering supply chain solutions and financial services, competing directly and indirectly
with many companies in both domestic and international area. For examples, Pos
Malaysia Berhad to take over numerous services on behalf of the Government
machineries. It started to collect payment of electricity bill, sale of dog licence, payment
of pensions, sale of television licence and others.
Pos Malaysia restructured its core services into three Strategic Business Units
PosMel, PosLaju and PosNiaga and the logistics arm will be supporting the delivery
operations of the core services. PosMel offers basic postal services which include
standard and non-standard mail items. The postal service continues to reinvent itself to
produce various innovative products and services in relation to market needs, which cater
to both retail and corporate customers.

PosLaju provides domestic courier service and international courier service

through its 50 dedicated courier centres, supported by Pos Malaysia's retail network.

PosLaju also provides value-added services to complement its express services such as
pick up service, insurance package, packaging solutions and web-based tracking.
PosNiaga with its over 1000 network of outlets, including normal post offices,
mini post offices, postal and stamp agents offer various services and products ranging
from philatelic products, bill payments,financial products and services as well as online
transaction services through PostMe.com.my.
Corporate Social Responsibility (CSR) is a major concern for Pos Malaysia as it
is parallel with our principles of conducting our business with transparency and
responsibility as well as adhering to the key practices of good corporate governance.
'Touching Lives' is the theme for Pos Malaysia's CSR Policy whereby as a socially
responsible corporate citizen and in support of the Government's aspirations; we are
committed to the programs and activities that will ultimately contribute towards the
nation's social and economic development.

1. Examine and discuss signs of unfair market practices or competition in the industry.
The issue of postal service reform brings important ethical issues of justice to the
forefront, as individuals, customers, communities, and the legislature struggled with how
to provide quality postal service for the people without sacrificing the customer rights
and legal.

2. How did the company that you that have chosen respond to unfair market practices or
competition in the industry?

3.

Is the companys success due to any unethical business practices or something else
eg bribery, political connections etc?