HANDBOOK OF OCCUPATIONAL SAFETY AND HEALTH MODULE

MINISTRY OF HIGHER EDUCATION

HANDBOOK

OCCUPATIONAL SAFETY AND HEALTH

INTAN HAZLINA BINTI AYOB COMMERCE DEPARTMENT

POLYTECHNIC of SULTAN HAJI AHMAD SHAH KUANTAN PAHANG

occupational safety & healt

Publisher POLYTECHNIC of SULTAN HAJI AHMAD SHAH SEMAMBU 25350 KUANTAN PAHANG Copyright © 2019, by Polytechnic of Sultan Haji Ahmad Shah All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of the publisher.

Perpustakaan Negara Malaysia

Cataloguing-in-Publication Data

Intan Hazlina Ayob, 1976HANDBOOK OF OCCUPATIONAL SAFETY AND HEALTH MODULE / INTAN HAZLINA BINTI AYOB. ISBN 978-967-0778-53-2 1. Industrial safety--Handbooks, manuals, etc.

2. Industrial hygiene--Handbooks, manuals, etc.

3. Government publications--Malaysia.

I. , -.

II. Title.

782.42

Printed by: PERKASA UMMAH ENTERPRISE B60 Jalan Indera Mahkota 7/1 Bandar Indera Mahkota 25200 Kuantan Pahang

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DEPARTMENT of POLYTECHNIC and COMMUNITY COLLEGE EDUCATION, MINISTRY of HIGHER EDUCATION MALAYSIA DIPLOMA PROGRAMME

OCCUPATIONAL SAFETY and HEALTH course is designed to impart understanding of the self-regulatory concepts and provisions under the Occupational Safety and Health Act (OSHA). This course presents the responsibilities of workers in implementing and complying with the safety procedures at work. Understanding of notifications of accidents, dangerous occurrence, poisoning and diseases and liability for offences will be imparted upon students.

This course will also provide an understanding of the key issues in OSH Management, Incident Prevention, Fire Safety, Hazard Identification Risk Control and Risk Assessment (HIRARC), Workplace Environment and Ergonomics and guide the students gradually into this multi-disciplinary science.

Upon completion of this course, students should be able to: CLO 1 : Explain briefly Occupational, Safety and Health (OSH) procedures, regulation and its compliance in Malaysia ( C2 , CLS 1 ) CLO 2 : Initiates incident hazards, risks and safe work practices in order to maintain health and safe work environment ( A3 , CLS 5 ) CLO 3 : Demonstrate communication skill in group to explain the factor that can lead to accident in workplace ( A3 , CLS 3b ) 2

occupational safety & healt

LEARNING OUTCOMES : COURSE LEARNING OUTCOMES (CLO) CLO 1 : Explain briefly Occupational, Safety and Health (OSH) procedures, regulation and its compliance in Malaysia (C2) CLO 2 : Initiates incident hazards, risks and safe work practices in order to maintain health and safe work environment (A3) CLO 3 : Demonstrate communication skill in group to explain the factor that can lead to accident in workplace (A3)

CLUSTERS (LD)

TEACHING METHODS

ASSESSMENT METHODS Quiz

CLS 1

Interactive Learning Theory Test Interactive Learning

Case Study 1

Discussion

Case Study 2

Discussion

Presentation

CLS 5

CLS 3b

TEACHING SCHEDULE : WEEK

TOPIC Registration and Orientation Week Topic 1 – INTRODUCTION TO OCCUPATIONAL SAFETY and HEALTH LEGISLATION Topic 2 – OCCUPATIONAL SAFETY and HEALTH MANAGEMENT SYSTEM Topic 3 – INCIDENTS PREVENYION Topic 4 – HAZARD IDENTIFICATION, RISK ASSESSMENT and RISK CONTROL (HIRARC) Topic 5 – FIRE SAFETY Topic 6 – WORKPLACE ENVIRONMENT and ERGONOMICS Revision Week

Week 1 - 2 Week 3 - 4 Week 5 - 6 Week 7 - 8 Week 9 - 11 Week 12 - 14 Week 15

ASSESSMENT

Theory Test

Case Study 1 Case Study 2 Quiz Presentation

ASSESSMENT: CLO

ASSESSMENT

QUANTITY

PROPOSED TOPIC

PERCENTAGE

Quiz

1

4,5&6

15%

Theory Test

1

25%

2

Case Study

2

1,2&3 4 5

3

Presentation

1

6

20%

1

Total

40%

100% 3

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Occupational Safety and Health HandBook is written for students who are pursuing diploma courses in multi programmes. Although most of the readers will not specialize in Safety and Health Management, perhaps some will become sufficiently interested to major in this subject. This is a key subject not just for engineering students but for everyone because most of us become employees at some part of our lives. Familiarity with the contents of Safety and Health Management enables the reader to understand safety and health rights in the workplace.

The HandBook content is designed in line with the latest syllabus prescribed in Malaysian Polytechnics (MOHE) & it covers essential parts of the Occupational Safety and Health Act (OSHA) legislation & its requirements. The content in brief consist of seven chapters cover Introduction to Safety and Health Legislation, Occupational Safety and Health Management System, Incidents Prevention, Hazard Identification, Risk Assessment and Risk Control (HIRARC), Fire Safety, Workplace Environment and Ergonomics & First Aid. This HandBook provides a summary which consists of key points to assist readers learn in each topic. In addition, this HandBook is written approach based on local guidelines & implementation of Occupational Safety and Health in Malaysia.

Intan Hazlina binti Ayob 4

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Course Outline

2

Preface

4

TOPIC 1

INTRODUCTION TO OCCUPATIONAL SAFETY and HEALTH LEGISLATION

2

7

OCCUPATIONAL SAFETY and HEALTH MANAGEMENT SYSTEM

25

3

INCIDENTS PREVENTION

38

4

HAZARDS IDENTIFICATION, RISK ASSESSMENT and RISK CONTROL (HIRARC)

51

5

FIRE SAFETY

57

6

WORKPLACE ENVIRONMENT and ERGONOMICS

68

7

FIRST AID & CPR

77

Reference

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OCCUPATIONAL SAFETY & HEALTH Legislation The Occupational Safety and Health Act (OSHA) 1994 was legislated on 25th February 1994, enacted by Duli Yang Maha Mulia Seri Paduka Baginda Yang diPertuan Agong with the advice & consent of Dewan Negara & Dewan Rakyat in the assembled parliament. The act also known as Act 514 is a guideline used by public / private companies in preparing & promoting safety & health policies in the workplace, with the intent to ensure the safety, health & welfare of all persons at all places of work.

OSHA 1994 was promulgated based on the self-regulation concept; with the primary responsibility of ensuring safety & health at the workplace lying with those who create the risks & work with the risks. This act provides for a consultative process at the policy level with the establishment of the National Council for Occupational Safety and Health. The consultative process extends to where safety & health programmes are implemented with both employer & employee representatives as members of the safety & health committee. In addition, the act cultivates safety & health awareness among employers & employees by giving the guidelines to promote, prompt & encourage a high standard of Occupational Safety and Health Act (OSH) at the workplace.

OSH legislation helps to ensure that everyone, especially employers & employees become more responsible in creating a safe working environment. OSHA 1994 provides general duties for the employer, a self-employed person, the designer, the manufacturer & the supplier, the provisions of appointing officers & the establishment of National Council, policy development & the preparation of occupational safety & health measures, enforcement, the role of investigators & the liabilities of the offense.

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There are seven regulations under OSHA 1994 enforced by the Department of Occupational Safety and Health Malaysia (DOSH) as follows: ↔ Employers’ Safety and Health General Policy Statements (exception) Regulations 1995 ↔ Control of Industrial Major Accident Hazards Regulations 1996 ↔ Classification, Packaging & Labelling of Hazardous Chemicals Regulations 1997 ↔ Safety and Health Committee Regulations 1996 ↔ Safety and Health Officer Regulations 1997 ↔ Use and Standards of Exposure of Chemicals Hazardous to Health Regulations 2000 ↔ Notification of Accident, Dangerous Occurrence, Occupational Poisoning & Occupational Disease Regulations 2004

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IMPORTANCE of SAFETY at the WORKPLACE Human loss & suffering of any injury is immeasurable. In order to prevent accidents & injuries from occurring, a safety culture should be implemented by the management & employees. Accidents are the direct result of unsafe activities & conditions, both of which can be controlled by the management. It should be noted that a safe & healthy working environment can help avoid any serious accidents which will cause injury, disability, illness / death at the workplace.

The management is responsible for the establishment & maintenance of a safe working environment, into which workers must fit & cooperate.

An accident can be defined as an undesired event which results in physical harm / property damage (Hughes & Ferrett, 2007). Safety and health prevents people from being harmed at work by controlling the risks & providing a satisfactory working environment. These things are reasonably & ethically important but there is more to it than that. Safety & health in the workplace can increase productivity, reduce staff turnover & promote lower staff absence due to sickness.

Successful safety & health management can lead to significant cost savings, as well as a good accident record. Some companies have become well-known for the success of their safety management systems. Accident prevention is cost-effective. Safety & health programmes help to reduce compensation costs because accidents & loss are minimized. Damages to plant, downtime, destruction to the factory & environment can impose drawbacks in the business. A single incident can ruin a small enterprise & the absence of just one person for self-employed people can cause major problems to the business.

Safety in the workplace promotes a quality lifestyle, better work methods & improves organizational performance. Proper risk assessment of work activities helps to reduce any associated risks.

Risks is the chance / probability of loss & an evaluation of the potential for failure. It is the probability that a hazard will result in an accident with definable negative occurrences.

Employees need safety training to develop skills, to be aware of the need to develop a safe environment & to comply with safe systems of work. Sufficient protection for health, safety & welfare in the organization will increase the motivation to work & enhance employees’ commitment / loyalty towards the organization.

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Duty of Care Employers have a duty of care towards their employees. Duty of care is a morale / legal obligation to ensure the safety, health & well-being of others. If a person’s actions do not meet this standard of care, then the acts are considered negligent & any damages resulting may be claimed in a lawsuit for negligence. There are also important legal duties placed on the self-employed & employees.

Breaches of these duties can result in fines, enforcement notices & even in rare cases, imprisonment.

Legally, employers must abide by the relevant safety and health employment law, as well as common duty of care law.

Employers also have a moral & ethical duty not to cause physiological / physical injury & must fulfil their responsibilities with respect to personal injury & negligence claims. Requirements under an employer’s duty of care are wide ranging & visible in different types of views, such as:          

defining jobs clearly & undertaking risk assessments ensuring a safe working environment providing adequate training & feedback on performance setting up an incentive programme to promote safety ensuring that employees do not work excessive hours that may lead to inadequate periods of rest & recuperation providing enough areas for rest & relaxation protecting employees from harassment / bullying from colleagues & third parties protecting employees from discrimination providing communication channels for employees to raise concerns consulting employees on issues which concern them

An employer can be considered to have breached their duty of care by failing to do everything reasonable in the circumstances to keep the employee safe from hazard / harm. Employees also have responsibilities for their safety & health at work. In addition, employees are permitted by law to refuse to undertake work that is not safe without fear of disciplinary action.

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STATUTORY REQUIREMENTS Legislative framework plays a significant role in ensuring the development of the safety & health culture in Malaysia. OSHA 1994 is a mixture of criminal law, set out in statutes & known as statute law & common law. Statute law is the written law of a country, consisting of Acts of Parliament, regulations / orders made within the parameters of the Acts. These acts are part of a framework of principles in the areas / issues involved. Regulations & orders support the acts, which can be written after the acts were introduced. Common law is judge-declared law & evolves over the years as a result of decisions by courts & judges.

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In general, there are four basic elements in legal framework related to OSHA 1994:

 The Act general rules which are dependent upon Parliament’s approval & the King’s consent  The Regulation details of an act & endorsed by Minister  Industry Code of Practice (ICOP) any code, standard, rule & specification to support the Acts & regulations. it serves as a guideline for the general requirement & enables legislation to be kept up-to-date through content revision  Guidelines documents that present opinions on good practice which have no legal force

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ROLES of SAFETY & HEALTH ORGANIZATIONS in MALAYSIA

    

ensure the safety, health & welfare of people at work from arising hazards in all activities at the workplace investigate all accidents, poisonous / dangerous occurrences in the workplace administer & enforce the legislation related to occupational safety & health of the country study & review the legislation & OSHA 1994 policies whenever necessary provide advisory service & information to all agencies about the management & technical aspects of occupational safety & health 22

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

provide training & consultation services to disseminate information & to conduct research in the field of occupational safety & health



provide social security protection by social insurance, including medical & cash benefits give provision of artificial aids & rehabilitation to employees in order to reduce suffering provide financial guarantee & protection to the worker’s family

 

topic 1 : https://youtu.be/GzPVFH_PHco 23

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PRINCIPLES of OSHMS It is a basic duty Occupational Safety establishment is a Labour Organization quality management Do, Check & Act).

for an employer to follow the Malaysian & Health standard OSH-MS-1722:2011. This requirement adapted from the International components (ILO-OSH 2001) & based on the system elements of the Deming Wheel (Plan,

The primary components of OSH-MS1722 are policy, organizing, planning & implementation, evaluation & action for improvement.

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The conceptual sub-elements in OSHMS elements Policy

Sub-elements  OSH policy  employee involvement  responsibility

Organizing

 competency  documentation  communication  initial review  objective & programme  HIRARC

Planning & Implementation

 ERF  management of change  procurement  contracting  performance & monitoring

Evaluation

 incident investigation  audit  management review

Action for Improvement

 correction & prevention action  continual improvement

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Section 30 OSH 1994 30. Establishment of safety and health committee at place of work (1) Every employer shall establish a safety and health committee at the place of work in accordance with this section if(a) there are forty or more persons employed at the place of work; or (b) the Director General directs the establishment of such a committee at the place of work (2) The composition of a safety and health committee established under subsection (1), the election or appointment of persons to the committee, the powers of the members of the committee and any other matter relating to the establishment or procedure of the committee shall be as prescribed (3) Every employer shall consult the safety and health committee with a view to the making and maintenance of arrangements which will enable him and his employees to co-operate effectively in promoting and developing measures to ensure the safety and health at the place of work of the employees, and in checking the effectiveness of such measures (4) A person who contravenes the provisions of this section shall be guilty of an offence and shall, on conviction, be liable to a fine not exceeding five thousand ringgit or to imprisonment for a term not exceeding six months or to both

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Safety & Health Committee Composition

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Specified Function of Committee

A good safety committee must be proactive & well-organized. They need to conduct specific safety & health agendas for the organization.

Chairman     

schedules monthly meetings, arranges time, date & place develops safety & health agendas for meetings conducts monthly meetings helps members to arrive at a consensus on the solution ensures all members are involved; everyone has the opportunity to share facts & ideas

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Secretary      

records meeting minutes distributes minutes to representatives posts minutes for all employees to review maintains & manages the safety & health committee file points out items that require discussion & follow up by the committee keeps minutes & agendas for at least three years

Committee Representatives       

report employees’ safety & health concerns to the committee report collection of accidents, near-miss incidents & unsafe workplace environment to the committee suggest items to include in the monthly meeting agenda encourage employees to report workplace hazards & suggest to control them establish procedures for conducting workplace inspections & give recommendations to management to control hazards help management evaluate the company’s safety & health programme & suggest improvement activities establish better investigation procedures for any causes of accidents & near-miss incidents in the workplace

The role of the committee is like an advisory body. The committee cannot be held responsible for violations of the occupational safety & health act.

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Section 16 OSH 1994 16. Duty to formulate safety and health policy. Except in such cases as may be prescribed, it be the duty of every employer and every self-employed person to prepare and as often as may be appropriate revise a written statement of his general policy with respect to the safety and health at work of his employees and the organisation and arrangements for the time being in force for carrying out that policy, and to bring the statement and any revision of it to the notice of all of his employees

topic 2 : https://youtu.be/rG3IL3AIpj8 36

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

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unexpected & unplanned events

accident physical harm to property & material destroyed / combination of both

events occur (single / multiple combination of events)

near miss

incident versus accident

39

losses injuries death property time money

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ACCIDENT CAUSATION THEORY / MODEL Accident causation models were developed to assist safety officers / safety committee models to investigate & identify the cause of the occupational accidents effectively. Early proactive procedures could be taken before any incident could happen. By understanding accident causation theories, the understanding & the identification of the types of failures / errors that cause accidents could be done.

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Heinrich’s Domino Theory

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The origin of accident prevention & industrial safety can be traced back to Herbert W. Heinrich’s book, Industrial Accident Prevention (1931). This book became the first major reference on understanding accidents. As an official to Travelers Insurance Company, Heinrich had the opportunity to study 75 000 reports of industrial accidents. In his analysis, Heinrich concludes: ↔ 88% of industrial accidents are caused by unsafe acts of workers ↔ 10% of industrial accidents happen due to unsafe conditions ↔ 2% are unavoidable (act of God) With this understanding, Heinrich summarizes ten statements about industrial accidents, called ‘axioms of industrial safety’. He developed a five-element singular sequential linear causation trend of accidents called the ‘Domino Theory’ (Geotsch, 2008).

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Bird’s Loss Causation Model

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Thirty years after the birth of the Domino Theory, Bird’s Loss Causation Model became the first updated model, presented by Bird & Loftus (Bird & Germain, 1996). Frank E. Bird Jr. developed a clearer relation model between the undesired event & its consequences using Management System as the main control towards Immediate & Basic cause, also known as the ‘root’ cause (Hosseinian & Torghabeh, 2012; Bird & Germain, 1996). Bird’s Loss Causation Model was modified & perfected by the International Loss Control Institute, which was named The International Loss Control Institute (ILCI) Loss Causation Model.

Bird’s International Loss Control showed an accident sequence was more manageable & controllable. A major weakness with the Domino Theory was the fact that it relied on the concept of a single cause leading to an incident. Unfortunately, an incident is rarely the product of a single cause, rather it is the result of several factors that occurred simultaneously / randomly to produce the incident / loss.

The updated model reflects on real-life situations where communication & management is used as a powerful tool to prevent accidents, compared to the element of ‘Social Environment & Ancestry’ in Heinrich’s model; which is very hard to change / control. Bird suggested management system to the event & the outcome of accident causation (either good / bad) depend on the quality of the system. ‘Fault of Person’ also sounded more to blaming a person of the wrongdoing rather than finding the cause.

This element / event was also conceptualized into basic causes.

Therefore, Bird’s also conceptualized replacing “AncestrySocial Environment’ with the ‘Management System’ & ‘Fault of Person’ with ‘Basic Causes’.

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There are two main concepts introduced in The International Loss Control Institute Loss Causation Model (ILCI) based on Bird’s Loss Causation Model: ↔ The influence of management & managerial error found happening of near misses / accidents are caused by lack of management control towards their worker. ↔ Loss as the result of an accident which not only represent injuries, but also represents damages due to production losses, property damage / wastage of other assets.

In this updated model, like Heinrich’s Domino Model, Bird’s Loss Causation Model still believed in a domino-based sequence of events that leads up to an eventual loss.

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INCIDENT PREVENTION COSTS (Ice-Berg Theory) Design Costs Most incident prevention programmes will have high initial expenditure such as designing a protection system for moving parts. But in the long run, these protection designs save lives. Most of the design costs are one-off but can be used for a long duration.

The designs are developed based on HIRARC reports, job analysis reports, need analysis reports & even from accident investigation reports. The outcome of accidents, near misses & also complaints are good feedback for incident prevention. For example, reports analysis is obtained from complaints about machine operation hazards & injury reports. This information is used to develop solution designs. In addition, buying machines with safety features helps to safeguard workers from injury.

Operational Costs Incidents prevention programmes are initiated by employers & safety committee members. Incident prevention programmes include safety training, new safety practice information & open day OSH to create awareness of safety in the workplace.

Incident prevention could increase benefits at the ration of 3:1.

In other words, GBP£1 spent on incident prevention gains the owner GBP£3 (Ikpe, Hammon & Oloke, 2012). Based on research findings, incident prevention is worth the money spent. In return, it actually increases the profit of the company by lowering the incident expenses allocated. In other words, when fewer incidents occur, the profit of the company will increase. Apart from decreasing the cost of injuries, incident prevention also safeguards future needs, such as investing in environmental preservation, recycling & using renewable energy & minimizing the use of hazardous chemicals to ensure the workers are only exposed to minimum occupational hazards.

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Future Costs The purpose of incident prevention is accident intervention. It lowers the costs of injuries, illness, loss of property & time.

According to Bird & Germain (1985), the ILCI Loss Causation Model estimates that for every dollar of direct loss, the indirect costs may be six to fifty-three times as much which can be eliminated if incident prevention is properly applied & implemented. This condition can be seen as the ice-berg concept where the tip of the ice-berg is direct cost & the bottom of the ice-berg submerged is an indirect cost.

Direct & indirect costs of injury & illness are deducted directly out of profit; conversely, when dollars are saved from accidents, the organization realizes increased profits. Apart from decreasing direct & indirect costs, incident prevention could also increase benefits by decreasing accident rates.

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Apart from direct & indirect losses, Ikep et. al. (2012), Fellow (2004) & Tang (2002) explained that benefits will increase with prevention costs because accident costs have decreased dramatically.

Research in civil construction work conducted by Ikep et. al.

(2012) showed that paying for incident prevention is not a loss.

They found that the ratio between cost spent on incident prevention to the benefits gained by employer is 1:3, as explained in operational costs.

As such, incident prevention is able to safeguard future costs by keeping accident costs low & increasing benefits instead.

topic 3 : https://youtu.be/T8PWnyt6iUY 49

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RISK CONTROL

topic 4 : https://youtu.be/aH495epWeAE 55

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COMPONENTS of a FIRE EXTINGUISHER

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USING a FIRE EXTINGUISHER

remember the phrase PASS

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FIRE PROTECTION & CONTROL METHODS There are many fire control methods but emphasis in fire safety is more for buildings. Fire protection for a building comes in two specific forms: active & passive systems.

ACTIVE fire protection systems

PASSIVE fire protection systems

Active systems are in the form of Passive systems are in the form suppression, sprinklers,

extinguishers, of alarms

&

fire-rated

extract ceilings

&

doors,

barriers,

structural

fire

ventilation, depending on the protection & do not rely on the operation

of

a

mechanical operation

device.

of

any

form

of

mechanical device.

The overall aim of an active

The overall aim of a passive

system is to extinguish the fire system is to contain the fire by: by:

 using fire rated partitions &

 detecting the fire early &

doors to prevent the fire &

evacuating the building

smoke from spreading from

 alerting emergency services at one an early stage of the fire

compartment to another

 controlling the movement of

 delaying the collapse of the

smoke & fire

building structure by delaying

 suppressing & / starving the

the growth of the fire

fire of oxygen & fuel

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EMERGENCY EVACUATION PLAN Remove all persons in danger !

R

➣when you evacuate, do not stop for personal belongings / records ➣leave immediately using the nearest exit stairways, not elevators ➣evacuate to the designated evacuation site ➣keep away from emergency personnel Always pull the alarm & call emergency numbers

A

➣upon discovering a confirmed fire, immediately sound the building fire alarm & / alert other occupants ➣dial the relevant emergency number & provide name, department & location of the fire ➣do not return to the building until instructed to do so ➣ notify fire authorities on the scene if suspect someone may be trapped inside the building Contain the fire by closing the windows & doors

C

➣this is to ensure the fire is contained at a small place & to avoid fire spreading Extinguish the fire only if are trained & confident

E

➣only trained personnel are allowed because the fire extinguisher may cause injuries to an untrained person

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topic 5 : https://youtu.be/pwPczQDdvSI 66

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topic 6 : https://youtu.be/Z-2WUdReKKU 75

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https://www.slideshare.net/drhapizi/pertolongan-cemas-69819971

chapter 7 : https://youtu.be/gRAIipSsz74 86

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REFERENCE Department of Occupational Safety and Health (2019). Official Website Institut Keselamatan dan Kesihatan Pekerjaan Negara & Persatuan Pembina Struktur Luar Pantai Malaysia (2010). Paspot Keselamatan NIOSH-OSFAM (Induksi untuk Memasuki Limbungan) Mohd Khairul Domadi & Koo Kean Eng (2016). Occupational Safety & Health. 1st Edition. Selangor: Oxford Fajar Sdn. Bhd. (ISBN 978 983 47 1738 4) National Institute of Occupational Safety and Health (2019).

Official Website Social Security Organization (2017). Official Website

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Upon completion of this course, students should be able to: CLO 1 : Explain briefly Occupational, Safety and Health (OSH) procedures, regulation and its compliance in Malaysia ( C2 , CLS 1 ) CLO 2 : Initiates incident hazards, risks and safe work practices in order to maintain health and safe work environment ( A3 , CLS 5 ) CLO 3 : Demonstrate communication skill in group to explain the factor that can lead to accident in workplace ( A3 , CLS 3b )

for utilizing OSH handbook

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INTAN HAZLINA BINTI AYOB Master Education (UTM) ; BBA (Hons) (UiTM) Lecturer Polytechnic of Sultan Haji Ahmad Shah Kuantan, Pahang

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