Governance, The definition

The World Bank defines governance as the rule of the rulers, typically within a given set of
rules. United Nation Development Programme (UNDP) on the other hand explained that
governance are the exercise of economic, political and administrative authority to manage
countrys affairs at all levels where it comprises mechanism, processes and institution through
which citizens and group articulate their interests, exercise their legal rights, meet their
obligations and mediate their difference. It can be seen that, governance is basically about rules
and rulers.
Corporate governance is the process and structure used to direct and manage the business and
affairs of the company towards enhancing business prosperity and corporate accountability with
the ultimate objective of realizing long term shareholder value, whilst taking into account the
interest of other stakeholders.
Meanwhile, human governance is viewed as an internal mechanism that arises out of human
being viewed as having a soul as its core. It is concerned with governing the latent potential
innate in human unlike corporate governance which is artificially manufactured as add-ons to
govern the corporation that is, artificial human (Arfah and Aizuddin, 2008).
HDPM and Human Governance
History of HDPM
HSBC Electronic Data Processing (M) Sdn Bhd or HDPM represent the Global Service Delivery
in Malaysia and was incorporated in 2002. It comprises 2 Group Service Centres, located at
Kuala Lumpur and Cyberjaya, with the first site going operational in 2003 and the second site in

2008. HDPM is a part of other HSBC Bank group companies in Malaysia such as HSBC
Amanah Malaysia Berhad, HSBC Amanah Takaful (Malaysia) Sdn Bhd, HSBC Sales and
Services Malaysia Sdn Bhd and HSBC (Malaysia) Trustee Berhad.

Human Governance Practices in HDPM

Most of the companies nowadays are more likely to follow rule-based approach or corporate
governance conduct rather than value based approach. In HDPM, values are describing the
character of the organization and reflect the best aspect of their heritage. It defines who we are as
an organization and what makes them distinctive. There are three values that being practiced in
HDPM which are dependable, openness and connected.
Being dependable in terms of standing firm for what is right, delivering on
commitments, being resilient and trustworthy. Taking personal accountability, being
decisive, using judgment and common sense, empowering others,
Open to different ideas and cultures through communicating openly, honestly and
transparently, welcoming challenge, and learning form mistakes. Listening, treating
people fairly, being inclusive, and valuing different perspectives.
Connected to customers, communities, regulators and each other is meant by building
connections, being aware of external issues, collaborating across boundaries. Apart from
that, caring about each individual and their progress, showing respect, being supportive
and responsive.

Besides values, HDPM also practices inclusion and diversity where their culturally diverse teams
of international managers is made up from different nationalities and have employee network
groups covering areas such as gender, ethnicity, age, sexuality, disability, religion, culture and
working parents. They create a working environment that is open, supportive and inclusive at
every level which aware of its role in the community.
Most of the organizations prefer hiring someone with good level of education, wide working
experiences and with attractive personal skills. Here in HDPM, the talent of new hires is valued,
their ideas are respected and they are welcomed in the institution as well as others. Everyone is
treated equally and discrimination is not tolerated.
Bonuses and salary increment play bigger role in sustaining employees in organization. What is
more important is to have the employee feel self belongingness with the organization. Each
month, reward and recognition is being held in HDPM to recognize the best employees and each
festivity are celebrated. Apart from that, activities are organized in and out of HDPM for the
employees. Higher management always came down the field to mingle with employees to reduce
the boundaries between management. One way this is done is by organizing an in house talk
show where the senior manager of HDPM shares all the ups and down with the employees. In
these sessions employees will share their concerns and opinion on how to make HDPM a better
place to work. This event is known as Prime Time with Senior Managers where all employees
are encouraged to attend and being conducted every year for the past 6 years.
Employees are provided with in-office gym, indoor games area, internet kiosk where these
facilities are accessible to all HDPM hires even to the maintenance staffs and security officers.
Career advancements are usually given to employees with good performance but here in HDPM,

career advancement not only limited to operational and support function employees, but also
available to maintenance level staffs to move from lowest level to management level position.
From my experience in HDPM, several foreign workers who work for office maintenance
recently join the IT department.
Employees are also given on job training to improve their skills and performance. 2 months of
staggered training programs are provided for newly promoted managers. This is a comprehensive
training which equips the new managers with necessary knowledge on people management. This
actually helps the managers to understand the people better and assist in their staffs
development and growth within the organization and the community.
Apart from operational job, staffs are also encouraged to participate in Corporate Social
Responsibility (CSR) activities which are organized by the company. In the past 10 years since
the operation started in Malaysia, HDPM has involved in many CSR activities which included
charity related programs and environmental friendly activities which includes the recently
launched HSBC Water Program which main focus on Klang Valley.
Corporate governance is manifested as an external, outside-in rules and regulations to legislate the
corporations whereas human governance is an inside-out values-based conviction to guide the human
where the human is viewed essentially as a non-material soul embodied in the physical being rather than
as machine. Being parameter-driven and rulebased, corporate governance emphasises the letter of the law,
unlike human governance, which is about the spirit of the law.