MRCA NEWS - Retailing : Franchising : Branding - Vol.1 No.2

LETTER

Retailing, Licensing, Franchising and Branding

VOL 1 NO 2∣ WM RM8 / EM RM10

“OSIM delivers on its brand promise. That is the single most important aspect of brand-building.”

--------------------------------Dato’ Tay Sim Kim, Executive Chairman, OSIM 5th MRCA President

Healthy Lifestyle Begins with OSIM BEGIN YOUR CAREER WITH A RETAIL QUALIFICATION

Mae S K Ho, COO, BERJAYA University College of Hospitality

EFFECTIVE MALL MANAGEMENT BENEFITS RETAILERS

Joyce Yap, Pavilion’s Chief Executive Officer of Retail

LET’S TALK BRANDING

Datuk Eric Chong, Founder/MD of Erican, President, Branding Assc. of Malaysia

Contents Pg4

Credit Page MRCA Board Members & MPH

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Publisher’s Note Message from President of MRCA, Dato’ Nelson Kwok

For The Record

MRCA Member’s Logo Page

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On The Cover A heart of gold Read about Osim’s Executive Chairman and 5th President of MRCA Dato’ Tay Sim Kim’s contribution to the MRCA. Healthy lifestyle begins with OSIM Dato' Tay Sim Kim, Executive Chairman of OSIM, Malaysia speaks about how OSIM has created a brand ahead of its competitors.

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There is a demand for Malaysian products overseas Read how The Ministry Of International Trade and Industry (MITI) is set to make Malaysia among the most globally competitive trading nations by 2020.

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Dinner with the first lady of Mozambique Read about the welcome dinner hosted by Dato’ Nelson Kwok for the First Lady of Mozambique, at KL Tower.

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∣MRCA NEWSLETTER∣Vol 1 No 2

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Your career in retailing begins here Read about programmes offered at the BERJAYA University College of Hospitality under the Directorship of Mae S K Ho that fulfils a dire need for professionals in the retail industry.

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It’s not WHAT you sell, but HOW you sell Professor Dr. Jay Kandampully, an internationally recognised leader in the field of service management reiterates the importance of service in the retail business.

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Creating first impressions that SELL Explore how simple grooming techniques can transform your staff into power sales professionals with Evelyn Ch’ng.

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Let’s talk branding Datuk Eric Chong, Founder of Erican Education Group and President of the Branding Association of Malaysia, lets us in on the importance of branding for business and how to do it effectively.

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HOW shopping malls are created Explore what exactly goes into building a popular shopping mall with Richard Chan from RCMC.

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Powering yourself to achieve greater heights Dato’ Lawrence Chan shares highlights from his 10-week seminar with MRCA members.

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Limelight

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Register your franchise business with MyFEX Find out how The Franchise Express System (MyFEX) makes it easy to register your franchise online.

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Focus

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Gallery

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• 16th AGM • April/May Meeting

Mozambique to strengthen bilateral trade with Malaysia The Ambassador of Mozambique to Malaysia, H.E Carlos Agostinho Do Rosario pushes for trade and investment ties with Malaysia.

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Good mall management makes a world of difference Joyce Yap, Pavilion’s Chief Executive Officer of Retail, shares how effective mall management will benefit retailers by increasing brand awareness and sales.

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• • • • •

Sunway Pyramid Poh Kong epay OneCity Ramen Ten

New Members • • • • • •

Kluang Station Ninetology Inovar The Sompotan Spa ZA Solutions MyOrtho

• Macau Franchise Expo 2013 • Taipei International Chain & Franchise Exhibition • Mt Kinabalu Climb 13’

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Courtesy Visit

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Launch Pad

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Updates

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Reaching Out

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• • • • •

IOI Mall LJK Group Quill Group Segi University SP Setia

• Power Image Branding by Evelyn Ch’ng • The Power of Direct Relationship Selling Course

by Dato’ Lawrence Chan

• Focus Point’s ‘sight+style’ showcase • Nanyang

Encouragement Fund – Branding Education Charity Foundation

Lifestyle

• Mitsubishi ASX Facelift • Recipe – Chef's Kitchen • Travel – Macau, Where East Meets West

61 62 64

Talkingpoint

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Vol 1 No 2∣MRCA NEWSLETTER∣

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LETTER

From the President

MRCA IS PUBLISHED BY

Malaysian Retailer-Chains Association

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MALAYSIAN RETAILER-CHAINS ASSOCIATION Patron Y.A. Bhg Tun Dr. Mahathir Bin Mohamad

Immediate Past President Dato’ Tay Sim Kim OSIM (M) Sdn. Bhd.

Board of Advisors Y.B. Dato’ Sri Mustapa Bin Mohamed Y.B. Dato’ Sri Liow Tiong Lai Y.B. Senator Tan Sri Datuk Lee Hock Seng JP

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Greetings from MRCA

T

he elections are over and it’s back to business as usual! I hope this finds you all well and that the business year is going as planned for all of you.

I’m incredibly pleased to present the second issue of the new MRCA Magazine. We are constantly looking to improve ourselves in content and layout and this time around, we have added the important element of ‘branding’ to our content. It is our hope that you, our readers, will benefit from the industry related articles and information available here.

In this issue, we are privilleged to have on our cover, Dato’ Tay Sim Kim, 5th President of MRCA and Executive Chairman of Osim.

Dato’ Tay is significant in materialising the MRCA Branding Education Charity Foundation that is the charity arm of the association. This fund was set up so members could contribute to giving back to society, especially the less fortunate. Dato’ Tay’s contribution to MRCA during his tenure as President is invaluable and I am happy to say that the Branding Education Charity Foundation is doing what it was set up to do and is very active in changing the lives of many.

So far, this year has been very eventful for the association as well as for me, personally. I am incredibly honoured to have recently been named Honorary Consul of the Republic of Mozambique to Malaysia. In August, I will be leading a delegation of MRCA members and other Malaysian retailers to Mozambique to explore the opportunities available for Malaysian businesses. It is my hope that through this trade relationship we are able to explore our business options and expand our local brands beyond our shores.

Lastly, I would like to say a special thank you to the team from MRCA Secretariat and MPH Group Magazine who worked tirelessly on this issue and to congratulate them once again on a job well done.

To end this note, I will leave you with this quote for some mid-year motivation: “If you don’t see yourself as a winner then you cannot perform as a winner” – Zig Ziglar

Dato’ Nelson Kwok JP President, Malaysian Retailer-Chains Association

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All authors automatically agree to indemnify MRCA and MPH Group Magazine Sdn Bhd against any loss, costs, expenses (including legal fees), damages and liabilities that might arise from their own incapacity, negligence, breach of contract or other civil misdeeds. We reserve the right to edit all articles. Submit your articles to annie9979@ gmail.com. All rights reserved. Copyright © 2013 by MRCA and MPH Group Magazine Sdn Bhd. No part of this publication may be reproduced in any form without prior written permission from the publisher. The views expressed in the articles are those of the authors and do not necessarily reflect the views of MRCA and MPH Group Magazine Sdn Bhd. MRCA and MPH Group Magazine Sdn Bhd accept no responsibility for unsolicited manuscripts, photography, illustration and other editorial materials.

Vol 1 No 2∣MRCA NEWSLETTER∣

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200 Market Leaders & Popular Brand Names∣10,000 Retail Outlets Nationwide∣100,000 Job Opportunities

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Growing Opportunities Together! We Can Do It!

Cover Story І Dato’ Tay Sim Kim

Dato’ Tay Sim Kim І

Cover Story

A heart of GOLD

As the 5th President of the MRCA, Dato’ Tay believes that charity goes a long way.

D

ato’ Tay Sim Kim, Executive Chairman of OSIM and the 5th President of the MRCA (2010 to 2012), is passionate about charity. During his time, he established the Branding Education Charity Foundation that changes the lives of many who are in need. A dedicated past president and loyal member of the MRCA, Dato’ Tay shares his hopes for the association he is passionate about.

As the 5th President of the MRCA from 2010 – 2012, what were your greatest achievements for the association?

During my time as president I garnered a lot of support from council members and members of MRCA. I paid close attention to the branding of the association and I successfully changed the perception that retailers were not only interested in their business but were also passionate about giving back to society. In 2010, MRCA achieved a tremendous breakthrough with the establishment of the MRCA Branding Education Charity Foundation, with the objective of providing education assistance to the needy and also as a charitable fund for those less fortunate regardless of race or religion. The initial fund of RM1 million was raised through the launching of the book ‘MRCA 50 Success Stories’ where the outstanding and leading entrepreneurs of MRCA were given due recognition for the development of their retail chain and business models. It also signifies the importance and effectiveness of brand development in the retail industry. The book is also a good reference for young entrepreneurs who are just starting out in the retail business.

“I successfully changed the perception that retailers were not only interested in their business but were also passionate about giving back to society.”

The Branding Education Charity Foundation began under your reign as President.

What was your vision for this foundation and has it achieved its goals?

Yes. The foundation now has over RM1.3million and also focuses on funding training programmes for its members. MRCA also provides an Encouragement Fund as a token to children of members and their employees who have achieved excellent results in their examinations. Also, during the festive seasons i.e Hari Raya, Deepavali, Chinese New Year and Christmas, MRCA members visit orphanages, old folk’s homes and other charity homes with cash donations and gifts to bring cheer to the needy.

Dato’ Eddie Choon’s vision as founding president of MRCA was to establish a pool of retail professionals to pool resources and ideas to tap opportunities for collective growth and wealth maximisation. How successfully has MRCA done this?

Very well. MRCA began with just a few members and today they are well established with

over 200 quality members. These members are not only from the retail industry but also associate members from other industries that help the growth of the association. Most of the members are actively attending the monthly meetings and various industry professionals are invited to share their experience through the business talk segments where information and experience are shared among members.

What are your thoughts on the new MRCA magazine and its contribution to the industry?

I’m pleased with the transformation of the newsletter into a magazine. There is a lack of information relating to the industry and the MRCA magazine focuses on the retail, franchise, license and branding aspects with various articles and information

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for members and the public. In the future, I hope to see this magazine being distributed overseas as I feel it is important that foreign entrepreneurs be given to a chance to explore business opportunities that might be available in Malaysia for them. This magazine may be a good platform for smaller businesses to have a chance to be featured and have a voice amongst the bigger retailers.

As the association progresses, what are your hopes for its further development?

I believe MRCA will continue to grow in size and I hope all the members will continue to give their full support to the success of the association. I also hope there will be more focus on training and education in the industry as it is a crucial part of our success as retailers. MN

Cover Story І OSIM

OSIM І

Cover Story

Healthy Lifestyle Begins with OSIM

OSIM is a market leader in healthy lifestyle products and have successfully created a brand that is ahead of its competitors.

W

hen Malaysians think of massage chairs, they think ‘OSIM’ and there is a good reason for that.

Established in 1992, OSIM has established itself as a market leader in healthy lifestyle products.

Dato’ Tay Sim Kim, Executive Chairman, OSIM (M) Sdn Bhd explained that OSIM’s holistic business has a current emphasises on four product focuses – Relax and Relieve; Tone and Shape; Check and Measure; as well as Clean and Purify. A strong network of 60 outlets nationwide, OSIM focuses on inspiring individuals to take control of their well-being and work towards feeling and looking good.

Renowned for its quality products, OSIM Malaysia’s list of awards and accolades include Malaysia’s ‘Largest Healthcheck and Care Equipments Retail Chain’ by the Malaysia Book of Records in 2001; being included as a Malaysia Superbrand for three consecutive years from 2002 to 2004. Recently, OSIM won a silver in the Health Category of the renowned PUTRA Brand Awards of 2010 and 2012.

He talked about OSIM’s journey in Malaysia as a market leader and how it successfully captured the market and established itself to become a top-of-the-mind brand name.

How does OSIM tagline ‘inspiring well-being’ define your product range?

Because of its four complementary focuses: relax + relieve, tone + shape, check + measure and clean + purify. Each focus carries the fundamental theme of well-being, lifestyle and positive attitude.

Together, they reflect OSIM’s holistic and integrated approach to a healthy lifestyle.

When Malaysians hear ‘OSIM’ what is the first thought that runs through their minds? And is that the brand positioning that was envisioned for OSIM? As the market leader, the brand name OSIM is related to quality massage chairs and products. And because the brand is about experiencing total well-being and about living an inspiring life, that is what we want our consumers to experience with our products.

“As the market leader, the brand In your opinion, as far as branding goes, name OSIM is related to quality how has OSIM fared in penetrating the massage chairs and products.” health and lifestyle product industry in

As we turn to healthy lifetsyle alternatives there has never been a better time for OSIM to inspire life by bringing in our philosophy of holistic health. ‘We have a strong focus on customers and the lives they lead. The OSIM brand continues to expand into new markets, bridging different cultures with a common desire for health and well-being,” said Dato’ Tay.

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Malaysia?

OSIM was awarded Best Brand in the healthcare and lifestyle categories for Massage Chair by The Brand Laureate organisation from 2006-2008. This reaffirms the consumer’s support of OSIM’s mission, bringing well-being and healthy lifestyle to consumers, inspiring them to live their lives to the fullest.

What features differentiate your products from your competitors?

Known for its wide array of top quality branded healthy lifestyle products, OSIM has always strived to enhance innovation capabilities. This is done by constantly producing breakthrough health and lifestyle inventions which feature superior designs, functionality and quality.

Which OSIM product is your current favourite and why?

My favourite is our latest product, the uAngel. With just one touch, the fashionable and adorable OSIM uAngel transforms from a small sofa into a full body massage chair which features a suite of professionally designed massage programmes from the neck down to the toes. What is unique about this highly-functional massage chair is that it is capable of transforming into a lovable living room sofa, a humanised full body massage chair or an intense foot massager all with just a touch of a button.

I have the uAngel in my own living room and absolutely love it!

How has the brand managed to stay popular and current in today’s competitive market, especially with newer brands making its way into the market?

The brand is innovation-driven with an uncompromising dedication to produce successful products with superior designs, “Be clear about your mission features, quality, performance and and vision. OSIM delivers on its brand safety standards. And OSIM is the promise. That is the single most name you can trust for a healthier important aspect of brand-building.” lifetsyle and overall well-being.

In the past, OSIM have opted to use celebrities like Andy Lau and Gong Li to endorse the brand. Did this help increase sales?

How significantly?

OSIM is still using celebrities to endorse the brand.

The latest is Sammi Cheng for uAngel. Yes, this has certainly helped to increase and strengthen our brand image and raise awareness via the celebrities’ star power. This is evident as OSIM is the No.1 most preferred massage chair brand and top-of-the-mind recall healthy lifestyle brand in Asia.

Vol 1 No 2∣MRCA NEWSLETTER∣ 11

Cover Story І OSIM

“OSIM is the No.1 most preferred healthy lifestyle brand in Asia.”

Branding plays an integral part in building a business.

What advice do you have for young entrepreneurs on building their brand?

Be clear about your mission and vision. OSIM delivers on its brand promise. That is the single most important aspect of brand-building.

If you could define your journey with OSIM in just one sentence, what would it be?

Spearheading the team at OSIM, I am constantly challenging my team and myself so we remain the best in our field. MN

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Focus І Ministry of International Trade and Industry

Ministry of International Trade and Industry І

Focus

There is a demand for

Malaysian products overseas The Ministry of International Trade and Industry (MITI) is set to make Malaysia among the most globally competitive trading nations by 2020.

M

ITI plays an active role in promoting and strategising Malaysia’s global competitiveness in international trade by producing high value added goods and services.

They are dedicated to spurring the development of industrial activities towards enhancing Malaysia’s economic growth for achieving a developed nation status by 2020.

Malaysian products exported worldwide receive much admiration and respect from importing countries due to its high quality and reliability. From electronics to processed food, made-in-Malaysia products are found in more than 200 countries worldwide. MITI encourages local businesses to explore the export market and to expand their businesses and products to reach a wider market segment overseas which will contribute positively to the Malaysian economy.

For this year, there has been a steady increase recorded for trade performance with export fetching RM60 billion, import at RM54.9 billion and a trade balance of RM5.1 billion. This increase is in line with the trade relationships that have been established through the Ministry to help increase trade relations with various nations.

Malaysia’s total trade in March 2013 grew by 1.6 per cent to reach a value of RM114.94 billion compared with March 2012. The sharp increase was also made possible by major contributors such as France (RM1.52 billion); the People’s Republic of China (RM1.04 billion); India (RM693.5 million); USA (RM580.4 million); the Republic of Korea (RM482.2 million) and Thailand (RM271.1 million).

For Malaysian businesses that are interested in exporting their goods overseas, the Malaysia External Trade Development Corporation (MATRADE) has come up with 12 useful tips*:

Malaysia’s top10 export destinations are: • Singapore • Japan • People's Republic of China • USA • Thailand • Australia • Hong Kong • Republic of Korea • Indonesia • India In 2013, Singapore and Japan are the top two destinations for exported goods from Malaysia.

Electrical and electronic products make up the bulk of Malaysian exports at 31.5 per cent, fetching an estimated RM54.44 billion.

Export of manufactured goods, which accounted for 67.3 per cent of total exports, registered a decrease of 3.5 per cent to RM40.41 billion in March 2013 while export

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of agricultural goods was lower by 16.3 per cent to RM5.71 billion. Export of mining goods rose 6.4 per cent to RM13.41 billion.

MITI plans, legislates and implements international trade and industrial policies that ensure Malaysia’s rapid development towards achieving National Economic Policy and Vision 2020. MITI also promotes Malaysia’s export of manufacturing products and services by strengthening bilateral, multilateral and regional trade relations and cooperation. This in turn enhances national productivity and competitiveness in the manufacturing sector.

1. EXPORT POTENTIAL To be successful you must first decide if the export business is for you. Ask if your company, the management as well as owners of the company are committed towards exporting and if your company’s products/ services are ready for the export market.

2. EXPORT READINESS Review your company’s current resources; do you have the financial resources, staff dedicated to exports, suitable sales literature, business card, price lists, website and Intellectual Property (IP) registration?

Are you registered with MATRADE so you can receive information about market opportunities, export promotion events, seminars and workshops to educate you about exporting? Use business tools such as SWOT Analysis, PEST Analysis, Porters Five Forces to assess internal and external factors that affect your business and your competitors.

3. SELECT PRODUCT AND TARGET MARKET Understand the market’s rules of doing business, particularly on issues such as

duties and paperwork. You may also want to visit the market and/or your prospective distributors/representatives so you can learn first hand the potentials of the market through appointments with prospective customers.

appropriate export pricing mechanism.

Pricing generates revenue for the company, it is important to learn how to effectively choose a pricing strategy so that profit margin is maximised, resources are optimised, and sales volume is amplified.

4. RESEARCH YOUR OVERSEAS MARKET Identify your product and target market and gather data to plan for your export.

Market research will help you identify the right target market, competitors in the market, customers, distribution channels and the best way to promote your product.

Visit MATRADE’s Business Information Centre which provides comprehensive materials including online databases to help you in your research. Contact MATRADE’s overseas office to get information about the market.

9. FORMALISE DISTRIBUTION AGREEMENT Formalising a distribution agreement between the exporter and the country’s distributor (overseas buyer/importer/ reseller) is vital to avoid future misunderstandings.

“Malaysian products exported worldwide receive much admiration and respect from importing countries due to its high quality and reliability.”

5. EXPORT BUSINESS PLAN Planning is essential for any organisation.

Before embarking on an all-out marketing plot, it is vital for companies to draw up an export business plan as this document can support a loan application, outlines in detail the direction of the business, describes the strengths of the company – and more importantly – helps to set a value to their business.

6. SALES AND MARKETING Sales and marketing allows your customers to be aware of your business as well as your products or services. It is through sales and marketing that people know what your company has to offer. Effective marketing is bound to set your business apart from other competitors.

7. SELECT DISTRIBUTION CHANNELS AND MARKET ENTRY STRATEGIES This is also an integral part of exporting, as distribution channels are the necessary links that ensures the manufacturer’s goods reach the end users – be it direct exporting or indirect exporting. Some companies may share the same reasons for entering the export business but the market entry strategies and path taken may vary.

8. EXPORT PRICING Companies must identify the most

10. SECURE EXPORT ORDERS This is an important element for any company that wishes to retain their customer loyalty and sustain their business presence. A typical order cycle would normally end with securing orders and, in most cases, re-ordering. It is important to negotiate and follow-up with your customers to get orders secured.

11. EXPORT TRANSACTIONS AND DOCUMENTATIONS You will need to know the export documentations required to export your products or services, as this may differ according to certain industries and/or international markets. Having a proper and accurately completed export documentation is vital in order to avoid delays in processing and port clearance.

12. MONEY MATTERS A good understanding of the various methods of payment settlement is essential to ensure that you select the most appropriate terms of payment for your business transactions and that you receive payment for it. This is a crucial element in the export business as you will need cash to purchase the goods or services in order to manufacture and deliver to your customers. You will also need to have a good understanding exchange rate volatility. MN * The tips are from www.matrade.gov.my For more information on export opportunities for your business contact: Ministry of International Trade and Industry Block 10, Government Offices Complex, Jalan Duta, 50622 Kuala Lumpur, Malaysia Tel: 603-8000 8000 Fax: 603-6201 2337 Email: webmiti@miti.gov.my Website: http://www.miti.gov.my

Vol 1 No 2∣MRCA NEWSLETTER∣ 15

Focus І Mozambique Dinner at KL Tower

Mozambique Dinner at KL Tower І

Dinner with the First Lady of

Mozambique

It was a night to remember as guests enjoyed a meal with H.E Maria Da Luzon Guebuza at KL Tower while enjoying the breathtaking view of the city below.

Focus

Dato’ Nelson shared Nelson's Franchise plans to create a hub in Mozambique for corn farming, processing and franchising. He also shared plans for expanding the business into other African countries. He also thanked the government of the Republic of Mozambique for appointing him as the country’s Honorary Consul. In her speech, The First Lady encouraged Malaysian businesses to explore opportunities available for them in Mozambique.

Later, Bruce Lim, Senior Vice President, Group Strategies & Alliances from Segi University presented five scholarships to the First Lady that will be awarded to deserving students in Mozambique to pursue their studies at Segi University in Malaysia. Guests were treated to a ‘Malaysian Traditional Costumes’ fashion show while they feasted on the delicious Malaysian cuisine. MN

I

n a recent visit to Malaysia for the Global Forum for Cervical Cancer Prevention, Mozambique’s First Lady, H.E Maria Da Luzon Guebuza recently called for combined efforts to fight cervical cancer. Speaking in Kuala Lumpur at the Global Forum on Cervical Cancer Prevention, H.E Maria Da Luzon Guebuza described the illness as a tragedy for African women and families living in poverty.

In honour of her visit to Malaysia, Honorary Consul of Mozambique to Malaysia, Dato’ Nelson Kwok, hosted a welcome dinner at the KL Tower for 100 invited guests including those in the Malaysian retail and business world. Also in attendance were the Ambassador of Mozambique to Malaysia, H.E Carlos Agostinho Do Rosario and his wife, Veronica Lazaro Lucas Mufemane as well as Mozambican students studying at the Universiti Teknologi Petronas.

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Focus І Ambassador of the Republic of Mozambique to Malaysia

Ambassador of the Republic of Mozambique to Malaysia І

MOZAMBIQUE

World's Fastest Growing Economies (2011 to 2015 est.)

to strengthen bilateral trade with Malaysia

He said that various opportunities are available for foreign investors in the natural gas and oil industry, tourism, infrastructure, manufacturing, food processing and timber processing, among others.

The Republic of Mozambique is in Southeast Africa bordered by the Indian Ocean on the east, Tanzania on the north and Malawi and Zambia on the northwest. Zimbabwe lies to the west while Swaziland and South Africa are on the southwest. The capital and largest city is Maputo. Between the first and fifth centuries, Bantu-speaking peoples migrated from farther north and west. Swahili and Arab commercial ports existed along the coasts until the arrival of Europeans. The area was explored by Vasco da Gama in 1498 and colonised by Portugal from 1505. After more than 400 years of Portuguese rule, Mozambique gained independence in 1975 and is known today as the People’s Republic of Mozambique.

The Mozambican economy is said to be one of the 10 fastest growing economies in the world, making the country an ideal investment destination. The gross domestic product (GDP) growth rate increased by 0.1 per cent in 2012 from the previous year.

8,1 %

Ethiopia

7,7 %

Mozambique

8,2 %

India

9,5 %

China

H

is Excellency, Carlos Agostinho Do Rosario, Ambassador of the Republic of Mozambique to Malaysia expressed his country’s desire to push forward trade and investment ties with Malaysia.

The Ambassador, Dato' Nelson Kwok and Dato’ CL Liaw meet with Dato' Sri Mustapa Mohamed, Minister of International Trade and Industry

It was driven by larger than expected coal production which contributed 0.8 per cent to the GDP growth rate. The continuation of sizable foreign direct investment (FDI) inflows, increased coal production, credit expansion to the private sector and strong infrastructure investment are expected to drive growth to 8.5 per cent and 8.0 per cent in 2013 and 2014. Additionally, Mozambique has a great potential of growth in the agricultural industry. Agriculture employs more than 80 per cent of the labour force and provides livelihoods to a majority of over 23 million people.

Popular agricultural goods that are exported are timber, copra, cashew nuts and citrus, cotton, coconuts, tea and tobacco. Fish is also one of the major items exported to overseas markets.

Do Rosario also congratulate Dato’ Nelson Kwok on his appointment as Honorary Consul of Mozambique to Malaysia. “We currently do not have an embassy presence here in Malaysia, therefore Dato’ Nelson is our physical presence to help us elevate bilateral trade between Mozambique and Malaysia,” he said.

“Mozambique’s economy is said to be one of the 10 fastest growing economies in the world.”

The ambassador also encouraged Malaysian businesses to visit Mozambique so that they will be able to get a first hand experience of the opportunities available for them. “Mozambique has plenty to offer Malaysian investors and we are happy to welcome you to explore the business opportunities available to you in our country,” he said.

Dato’ Nelson Kwok is currently in the midst of putting together a business delegation to visit Mozambique in August this year. The purpose of the trip is to study the business opportunities for trade, retail, agricultural processing, manufacturing and the building and property industry.

Investors from Malaysia who are interested in expanding their businesses to Mozambique can look for assistance from the Investment Promotion Centre (CPI). CPI offers a package of services to assist national and foreign investors by providing access to the incentives offered by the Government and the establishment of their businesses.

The CPI is a “one-stop shop” which provides the following services: • Registration of Investment • Facilitation of incentives • Identification of potencial partners • Identification of business opportunities • • • • • • • •

Products exported to Malaysia 8,000

7,000

6,000

5,000

"...various opportunities are available for foreign investors in the natural gas and oil industry, tourism, infrastructure, manufacturing, food processing and timber processing, among others."

18 ∣MRCA NEWSLETTER∣Vol 1 No 2

Focus

Institutional support to investors Company registration Business licences Others (Tax, labour, migration, land grant, etc) Business Linkages Facilitation Access to market (Buying companies) Training and development of local suppliers Monitoring the degree of implementation of approved projects and their constraints MN

2008

4,000

2009 2010

3,000

2,000

1,000

0 Cast iron waste and scrap

Titanium ores and its concentrates

Non-manufactured tobacco and its waste

Elevation machine parts

Soldering machinery

Contact for the CPI: Júlio António (jantonio@cpi.co.mz) Rua da Imprensa, no. 332r/c; P. O. BOX 4635 Maputo – Mozambique Phone. (+258) 21313310/21313299 Fax. (+258) 21313325 Web: www.cpi.co.mz Email: cpi@cpi.co.mz Vol 1 No 2∣MRCA NEWSLETTER∣ 19

Focus І Pavilion Kuala Lumpur

Pavilion Kuala Lumpur І

Focus

Good mall management makes a

world of

difference

Pavilion’s Chief Executive Officer of Retail, Joyce Yap shares her thoughts on how effective mall management will benefit retailers by increasing brand awareness and sales.

J

oyce Yap has spent many years in the property related industry and knows all about effective management skills to ensure the success of a mall. Today, Yap is the CEO of Retail at Pavilion Kuala Lumpur, an award-winning, world-class mixed-use urban development located in the heart of the golden triangle. Popular with tourists and locals alike, Pavilion is a top-ofthe-mind shopping destination in the city.

“I attribute the success of Pavilion to my capable and dedicated team,” says Yap. She explains that there are many malls in the city selling almost identical products but it is up to the management to differentiate one mall from the other. Yap believes in being the best rather than the first. Shopping malls today need to be integrated to include popular brands, entertainment, food & beverage,

edutainment and more. “To be the best, you need to have content,” she adds.

And as far as content goes, Pavilion has what it takes to be in the top bracket in the industry. Pavilion offers seven distinct shopping precincts; Centre Court is where all the ‘happening’ events take place, Couture Pavilion is for lovers of luxury fashion and designer brands, Connection is home to cafes, restaurant as well as GSC cinema and Red Box plus, Fashion Avenue offers the latest beauty and fashion brands as well as bistros and cafes, Gourmet Emporium has mouth-watering food for everyone, Seventh Heaven offers wellness and beauty for men and women and Tokyo Street is a unique retail experience celebrating Japanese culture and traditions.

“Pavilion is known for creating an atmosphere with strong ambience themes during the festive period and this draws the crowds,” she says. Pavilion is also very much into ‘talkof-the-town’ events the KakiSeni Festival 2013, KL Fashion Week 2013, 1Malaysia Contemporary Art Festival 2013, and the United Buddy Bear Project among others.

“Retailers must remember that shoppers need to be evoked and enticed for them to move into action.”

“As far as events at Pavilion, our team does everything from conceptualising, planning and execution to post-analysis at the end,” she adds. The team at Pavilion is dedicated to making each event a smashing success all the while keeping in mind the benefits to the retailer and increasing their brand awareness and sales.

Joyce Yap, CEO, Pavilion

20 ∣MRCA NEWSLETTER∣Vol 1 No 2

Yap says that as much as malls select their tenants, tenants too select the malls.

“Although retailers pick the best locations to open their shop, they also look at the management behind the mall,” she states.

This is because it is up to the mall to draw in the crowd with events and promotions especially during the low season. It is also the mall management’s responsibility to ensure that shoppers are given the facilities and conveniences to make their shopping experience memorable so that they will come back for more.

“At Pavilion, we offer the most valet parking in comparison to any other malls in Malaysia, making it extremely convenient for our shoppers. Also, our shoppers feel secure while shopping as we have 405 CCTV cameras and 296 panic buttons as well as security guards patrolling on foot and in cars.” The car park is well lit and the concierge is at hand to help with any queries from our shoppers.

When asked how local retailers can improve on their branding, “Yap thinks that there is still room for improvements for retailers to take their brand international.”

She admits that although the local retailers are savvy businessmen, they need to improve on their creativity to make an impact in the competitive market. She feels that it is important for retailers to be creative. “Creativity is about conceptualising, understanding trends, taking your product and fine tuning it to cater for local needs,” she explains.

She describes this as ‘the magic’ that will differentiate one brand from another.

Yap also feels that retailers need to pay attention to the market around them. She cites shopping tourism as an example.

“Shopping tourism has brought in 25.5 million tourists who spent RM60.5 billion.

That’s big business,” Yap says. She attributes the popularity of Malaysia as a shopping destination to the fact that Malaysia offers affordable shopping with a wide variety that tourists love.

Pavilion KL is recognised by the Ministry

“Although retailers select the best of Tourism as a tourism asset, a testimony locations to open shop, they also look to the value it brings to Kuala Lumpur’s at the management behind the mall.” Bukit Bintang retail belt.

A common pitfall that local retailers make is failure to understand the value of visual merchandising display. “Retailers must remember that shoppers need to be evoked and enticed for them to move into action,” says Yap. She explains that stacking up products in an unattractive manner will not win customers. She calls on local retailers to look and learn from international brands on how to use visual merchandising to their advantage.

Yap advises local retailers to be open to learning and improving. “Don’t be shy about learning from others,” she says. She also reminds local retailers that there is a misconception about malls only caring about their international brands. “About 70 to 80 per cent of repeat buying belongs to the local brands. You are our bread and butter,” she says. “So it is up to us to work together to create brand awareness, increase sales and push the industry even further.” MN

Vol 1 No 2∣MRCA NEWSLETTER∣ 21

Focus І MyFex

Register your franchise business with MyFEX today

HAS YOUR LICENSING/FRANCHISE BUSINESS BEEN REGISTERED UNDER

Get it done during Franchise Registration Regularisation Programme (3PF) period before it ends on 31st Oct 2013.

W

HAT IS MYFEX? MyFEX is an online franchise system that makes registering your franchise hassle-free. No more paperwork or running around, register your franchise with just a few simple clicks on your computer. With MyFEX, you will be able to do the following:

GET FAMILIAR WITH MYFEX

IF NOT, YOU CAN BE FINED UP TO RM500,000

• Register your franchise • Check your application status • Check your registered company’s status • Submit annual report (franchisor) • Disseminate information • Receive complaints • Execute promotion and marketing WHY USE MYFEX ?

It’s simply faster, more convenient, saves time, and it’s environmentallyfriendly. The integrated system allows the process to be swifter and hassle-free like never before.

For example, information about your company will be generated straight away from SSM’s e-info system via MyCOID so you won’t have to run around collecting information. Also the trademark information will be generated from the IP online, MyIPO search system. For even more convenience, only four main documents that will be uploaded to the system are required compared to the 14 documents that were needed previously.

Even if you do not end up putting in your application right away, the information will remain in the system for up to six months. You will be able to register your franchise from anywhere and at any time.

The payment process is also so much easier with MyFEX via e-FPX or credit card and it is no longer necessary to go to the post office or bank to get a postal order or bank draft. Lastly, you can print your documents of formation and franchise license right after it is approved.

SO, LET’S GET STARTED! How to register via the MyFEX system: 1. Go to www.myfex.gov.my 2. Select Franchise Registration 3. Select company registration section 4. Fill in the information required in company registration according to the section selected (MyCOID, company name, brand, password, email, telephone number etc) YOUR USER ID WILL BE: • MyCOID (for companies registered with SSM).

• IC number (for individual registration).

• Franchise brand (foreign franchise application). *Please remember your chosen password After registration is successful, complete the company application and ensure the following: 1. SSM Information (local companies need to make payment to obtain information from SSM).

2. Trademark information (Company needs to register trademark with

22 ∣MRCA NEWSLETTER∣Vol 1 No 2

Perbadanan Harta Intelek Malaysia in order to obtain trademark registration application number).

3. Confirm the filled-in information and make payment via e-FPX or credit card.

4. Send information (You will be informed about the status of your application via the email that you have registered with).

LET’S GET TO KNOW MYFEX Register your franchise with e-Daftar e-Daftar covers 6 types of processes, as follows: • Registration of Section 6 – Local Franchisor and main/parent franchisee; • Approval under Section 54 – Foreign Franchisor; • Registration of Section 55 – Franchisee to foreign franchisor; • Registration of Section 14 – Franchise broker/consultant; • Application under Section 11 – text amendments; • Franchise Registration (Amendment of Act). e-Daftar is integrated with the systems in SSM (Securities Commission, Malaysia), MYIPO, MySMS (MAMPU) and Bank Islam.

REGISTER BEFORE IT IS TOO LATE!

THE FRANCHISE ACT 1998?

FRANCHISE REGISTRATION REGULARIZATION PROGRAM Registration opens till 31st October 2013 R e g is t e r y o u r b u s in e s s ON L I N E a t www.myfex.gov.my/portal/ or visit www.franchisemdtcc.gov.my

MINISTRY OF DOMESTIC TRADE, CO-OPERATIVES AND CONSUMERISM Franchise Development Division No. 13 Persiaran Perdana Presint2, 62623 Putrajaya Tel : 03 8882 5585 E-mel : adminfm@kpdnkk.gov.my

www.facebook.com/pages/Francais-Malaysia

Focus І MyFex Check application status with e-Status Online checking of status of applications by applicants, via SMS or Unstructured Supplementary Service Data (USSD) by MyCOID. Check up on registration status of a franchise with e-Semak The public will be able to check the franchise registration status of a company online, via MySMS or USSD through the usage of brand names.

Pay your processing fees with e-Bayar • Payment of processing fee and registration fee via e-FPX and MIGS (Credit Card).

• Only 6 main banks accept transactions via e-FBX – Bank Islam, Maybank, CIMB Bank, Hong Leong Bank and Public Bank.

• The only credit cards acceptable for MIGS are Master Card and Visa. *Transaction costs for e-FPX and MIGS are fully borne by the government Please take note: All MyFex applications can be made by the company or an appointed franchise consultancy company.

Applications must ensure: • Details regarding company in SSM (Securities Commission, Malaysia) are the latest (the last 6 months).

• Operating systems used are Windows XP or the latest and has a 1024x768 resolution.

• To avoid lagging, internet system with at least 1Mbps speed should be used.

MyFEX HELPDESK Email: help_myfex@kpdnkk.gov.my Tel: 03-8882 5585 MyFEX portal: www.myfex.gov.my

FRANCHISE REGISTRATION REGULARIZATION PROGRAMME (3PF) Interested companies should identify whether they wish to register via Franchise Consultants or by themselves. If they wish to register via a consultant, the company needs to fill in the prospective franchisor evaluation form and submit the form to the appointed Franchise Consultant. The consultant will deal with the Ministry for preliminary processing through the online franchise registration system (MyFEX) as soon as the representative of the Ministry has confirmed that the company is ready to be franchised.

If the company is unsuccessful in the preliminary registration, the Ministry will arrange for the company to undergo a franchise development programme before it can be recognised as a franchisor.

THE 3PF FOCUS To provide a guideline for the industry to be ready for the enforcement of the Franchise Act 1998 by regulating; • Companies which carry out unregistered franchise systems.

• Companies which are engaged in the franchising business but do not

24 ∣MRCA NEWSLETTER∣Vol 1 No 2

declare their businesses as franchises, either intentionally or unintentionally.

• Businesses that are carrying out business registered under normal business license but in fact fulfilling the definition of a franchise under the Franchise Act 1998.

• Companies that have registered their business as a franchisor with the ministry but have never practiced franchising.

• Companies that act as a francisee to local or foreign franchise.

• Companies, firms or individuals which provide franchising consultancy services.

Implications if you fail to register with the programme Under the Franchise Act 1998, a penalty of RM500,000 can be imposed on companies which have been determined for registration but fail to do so.

For consultants, a penalty of RM25,000 can be imposed for providing franchise consultancy services without prior registration with the Ministry. MN *deadline for the 3PF is on 31 October 2013

Focus І BERJAYA University College of Hospitality

BERJAYA University College of Hospitality І

Your career

‘dirty’ and working her way up. She is a trained chef by profession and has spent many years living and working abroad in The UK at conference centres and in medical centres that cater to only the British Royalties.When she made her way back to Malaysia, one of her most significant career milestones was managing the School of Hotel and Catering in KDU where was their first Dean for 10 years and another decade in Sunway College as Director of the School of Hospitality, Tourism & Leisure Management.

in retailing begins here BERJAYA University College of Hospitality offers a Diploma and Bachelors (Hons) in Retail Management. According to Chief Operating Officer of BERJAYA UCH, Mae S K Ho, the programme fulfils a dire need for professionals in the retail industry.

R

etailing in the new millennium is an exciting and substantial part of our economy. Gone are the days when retailing was only associated with being a salesperson. Today, retailing is a complex set of dynamics that requires retailers and their employees to be well versed and innovative in their approaches to services.

“In the past, an education in retail wouldn’t be the first choice,” said Mae S K Ho, COO of BERJAYA UCH. “However, the reason why we developed this programme is because we realise how much retail has to offer.” Ho compared the Malaysia of today to that of yesterday. “Retail is everywhere. Just look at all the shopping malls that have popped up in the recent years. Plus, these malls are integrated to include hotels, residence and F&B outlets offering plenty of opportunity for careers in the service industry.”

Ho explained the misconception about experience in retail vs an education in retail and confirmed that today, one needs more than experience to have a successful career in retail. “It is not only about being a salesperson, in the hospitality industry, it is not only about being a cook or a waiter. There is so much behind it that one has to acquire through education.”

Mae S K Ho, COO & Directorate, BERJAYA UCH

26 ∣MRCA NEWSLETTER∣Vol 1 No 2

She added, “In the retail industry, there’s so much to learn with ‘buying’ alone. Where to buy? What to buy? Where to source? Different

Focus

buying styles for different cultures. Education is required to save individuals interested in retail from going through the mill and learning through experience,” said Ho. However, she is clear about not downplaying experience. “Experience is very important in retailing but it’s even better when you have learnt the basics as the learning process on the job will be quicker and gaining valuable experience will come faster,” she added.

and picking the right product to meet the demands for the season, eg fashion.”

As for the shortage of professionals in the industry, Ho said, “There is definitely a shortage in the field. There are many who are experienced but few who are trained and qualified.” It is through this programme that she hopes to change the perception of the people.

“Also, in the area of loss and prevention there is a whole area in the understanding of technology and policies to learn that will prove valuable.”

the best way to learn on the job.

BERJAYA UCH is collaborating with MRCA to set up a platform where MRCA members will be able to share their wealth of experience with the students at BERJAYA UCH. “People can only improve through education and training,” she stressed. “The students at BERJAYA UCH will be the future employees of MRCA members so it is important for them to have a better understanding of the industry through first hand knowledge,” she said. She hopes that MRCA members will actively participate in this platform and ignite the passion for the industry in the hearts of the young students.

“Currently, the retail management programme is not offered part-time.

However, the content can be tailored for part-time courses if there is interest” she said. BERJAYA UCH is accredited by MQA Ashari Abu Hasan, Consultant for the and offers other programmes that include Retail Programme at BERJAYA UCH said, The retail industry offers an array of job business and hospitality. The campus boasts “Retailers come to us asking for graduates opportunities like customer training specialist, high quality facilities that complement the to hire. This alone tells us that there is space planning analyst, buying manager, BERJAYA Immersion Methodology which definitely a need for trained and qualified operations manager and more. “Many people exposes students to real work environments employees in the industry.” don’t realise what goes into retailing and the which allow them to act and behave expertise that is required. For example, like true professionals. BERJAYA “Today, retailing is a complex set of in Visual Merchandising Display UCH was founded in 2009 by (VMD), VMD professionals are dynamics that requires retailers and their hired by stores to display their employees to be well versed and innovative entrepreneur Tan Sri Dato’ Vincent Tan. The institution embodies his products in such a creative way that in their approaches to services.” legacy of success and tenacity in it draws customers to their stores. preparing individuals for a flourishing “If you’re happy working seven days a week career in the Hospitality, Tourism, Culinary and long hours with rewarding returns, Ho stated that the services of VMD specialists and Services industries – all areas in which then this is the career for you,” she added. are highly sought after. “It is up to the VMD the Berjaya Corporation Berhad has track She reminds her students that getting an specialists to display merchandise in such a records for success and international education doesn’t automatically come with way that customers walk into their store as acclaim, most recently with the addition of a chip on the shoulder. Ho advises her opposed to their competitors.

7-Eleven and Cosway. MN students to get their hands ‘dirty’ as it is

Ho described the industry of retailing as glamourous and exciting. “People find the excitement in travelling, buying the products

“The qualification they possess will help them know how to get their hands ‘dirty’, when to wash their hands…ultimately it allows them to make smarter choices in a work environment,” added Ho who has years of experience getting her hands

For more information on the Diploma in Retail Management or Bachelor of Retail Management (Hons) or just to have a chat on your career opportunities in retail, please contact: Ashari Abu Hasan Consultant, Retail Programme ashari@berjaya.edu.my www.berjaya.edu.my

Vol 1 No 2∣MRCA NEWSLETTER∣ 27

Focus І Professor Dr Jay Kandampully

Professor Dr Jay Kandampully І

It’s not WHAT you sell, but HOW you sell

“Retailers today need to add a value component to differentiate their brand from their competitors.”

Professor Dr. Jay Kandampully, an internationally recognised leader in the field of service management and visiting professor at BERJAYA University College of Hospitality reiterates the importance of service in the retail business, writes Aleyann Matthews.

P

rofessor Dr. Jay Kandampully has no qualms speaking his mind about the service industry in Asia. “Here, getting good service is a challenge and that’s the truth,” he says. He blames this on the bad habits of the Asians. “Asian people are the world’s warmest people if you visit their homes, and they are the coldest people if you visit their store. And that’s because of the ‘I-am-the-boss’ attitude.”

Jay Kandampully

“When your customers don’t like something or even if they do, people will hear about it, especially through the social media.”

This, he states, is a huge mistake in today’s retail industry in Asia as retailers need to realise that their customers are in fact their marketers. “Today, no one has less than 50 people on their facebook accounts. You better believe that when your customers don’t like something or even if they do, people will hear about it through the social media,” says Kandampully. He reminds retailers that people would rather listen to real life experiences than advertisements.

A professor in services management and hospitality at the Ohio State University, USA. Kandampully holds a PhD in service quality management and an MBA, specialising in services marketing, both from the University of Exeter, England. His professional qualifications is in Hotel Management from Salzburg, Austria, and from the University College Birmingham, UK. His educational qualifications have been well supported by nine years managerial experience in Europe, India and in the USA. Kandampully explains that retailers need to realise that the product industry is ultimately

28 ∣MRCA NEWSLETTER∣Vol 1 No 2

Focus

a people industry. “Retailing today is 100 per cent services. Without the people, there will be no products,” he says.

Therefore he says it is very important for retailers to quickly see that it is in fact not what they are selling but more of how they are selling the product.

Service “If you are a retailer and you don’t have good service no one is going to come to you.”

he stresses, cannot be defined by a grade point average. “It is unfortunate that in our education system more courses on personality development skills have not been set in place.

We all graduate with degrees from different universities, the textbooks are all the same but when looking for an employee, it is the personality that will set one individual apart from the other,” he adds. As such, it is important that retailers pick their employees wisely as it is the personality that will be at the forefront of the brand.

Dr. Jay Kandampully has published over 130 articles and has presented numerous papers at international conferences on issues relating Technology to services management and marketing, “Customers keep abreast with technology service brands and service innovations. His more so than the retailer. So, it is in the “Today, selling is not like it used to be research publication on the concept of retailer's interest to keep pace with the in the bygone days. Your customers are “Service Loyalty” earned him the prestigious customers technologically,” he explained. very much a part of the process with ‘Literati Award’; his publication entitled, our current highly interactive society,” Competitive Advantage Through Anticipation Experience he says. He cites Ikea as an example, a Innovation and Relationships received the “Customers expect the process of brand that is uniquely identified for the ‘Highly Commended Award and Citation of experience; otherwise, there won’t be service it provides. “Retailers today need Excellence Award’ and his article on Service anything for them to speak about. It is to add a value component to differentiate Orientation received the best paper award at up to the retailer to create this positive their brand from their competitors. the International CHRIE conference. Dr. Jay experience for their customers,” says The component of service will make Kandampully’s article on Customer Loyalty Kandampully. your products more valuable,” adds has been the most downloaded and most Kandampully who began his academic cited article in the International Journal of Team career by teaching the MBA programme Contemporary Hospitality Management for He stresses that it is so critical for retailers at the University of Exeter, UK. He then the past eight years. Emerald Literati Club to build a team of people to sell the brand took up the position of assistant professor presented him with the ‘Leading Editor positively by providing customers a good of marketing at the University of Alaska, Award’ and ‘Outstanding Service Award experience everytime.

Fairbanks, USA. Subsequently he taught for Excellence”. A recipient of Excellence in at Lincoln University in New Zealand “Retailing today is 100 per cent services.” Teaching awards, he is the founder and at The University of Queensland and chair of the Service Education, in Australia, where he was instrumental in Research and Innovation (SERI-Initiative), With regards to selecting the right people developing services marketing programs. an organisation established to promote to front the business, Kandampully service research, teaching and practice in recommends multiple tiers in the Kandampully reminds retailers to the advancing economies. Additionally, as interviewing process. “It is important concentrate on four areas to improve their an entrepreneur, he holds two patents in his that you give your future employees the business in the evolving market: name in the US as unique inventions. MN chance to express themselves.” Personality, Vol 1 No 2∣MRCA NEWSLETTER∣ 29

Focus І Corporate Image Iraining

Corporate Image Training І

Last but not least, Say THANK YOU Before the customer steps out, say thank you. They may not have made any purchases the first time but they may come back. It’s polite to say goodbye to them and ask them to visit again.

Creating first impressions that SELL

As a retailer, your job is to ensure you serve and create a memorable buying experience for your customers. If they have made a purchase, make sure you handle the goods with care, thank them when they have paid and invite them to come back again.

EVELYN CH’NG shows how simple grooming techniques can transform your staff into power sales professionals.

Greeting & Body Language "93 per cent of human perception is The Albert Melrabian through non-verbal means." communication research showed that 93 per cent of human nobody serving potential customers at perception is projected through non-verbal this considerably huge showroom with means, 55 per cent is the way you dress, luxurious cars on display until I raised your body language, your gestures and my voice and shouted, “Is anyone there?” facial expressions, while 38 per cent is your This certainly did not create a good intonation and the way you sound. This is impression. If I had been a serious buyer, important to the retailer as the first impression the automobile company would have of your staff will ultimately influence the instantly lost a sale! buying decision of the customer or client.

R

etail business has risen as one of the main business sectors in Malaysia and it continues to provide enormous job opportunities. The brands in the market comprise local and international brands from F&B to fashion, beauty and the service industry. Most of the retail owners bring in international brands for franchising and some entrepreneurs create and develop their own brands which are truly original and innovative.

Though the size of the business might not be that gigantic compared to the MNC companies, the brand owners with chain stores definitely play a big role in contributing to the growth of the nation’s economy. Perhaps with the fast moving and fast turn, retail management tend to be a bit reluctant to provide intensive and personal growth training to their staff compared to the MNC’s that contribute to the HRDF fund.

Nevertheless, you can’t deny the importance of Human Resource management in the retail line if you want to grow your business and inject new and sustainable energy. People are the most valuable resource especially in the customer oriented retail business. How you groom your staff and how you position them will determine your branding as well. Thus I would strongly suggest local business owners not to overlook this area though they may have developed and built their prestigious branding in the market.

Let’s look at these various key areas in the retail industry where one can make lasting impressions that count.

30 ∣MRCA NEWSLETTER∣Vol 1 No 2

Evelyn Ch’ng Personal Grooming Do your staff wear a standard uniform that represent your corporate branding?

Do the colour and the design of their uniform create any meaning and pride for them? For example, the police force in Italy is using Giorgio Armani suits that make them look gorgeously smart. Do your staff members ensure their uniform is well ironed and clean? Do they match their uniform with standard shoes and accessories? How about their hair and make-up?

Make up & Hair Styling Hair and make-up tend to play a big part as they help with facial expressions and more importantly, they help create a professional impression. I notice that most Malaysian retailers do not make it compulsory for their staff to apply make–up unless they are in the beauty industry. Actually, make-up is considered a mannerism. It helps to maintain flawless skin and adds a healthy tone of colour on your face. In countries such as Korea, Taiwan, Japan and Thailand, most people

Focus

treat this as their daily routine whenever they step out of their homes. Even hawkers in the Bangkok roadside or at Chatuchak market in the city apply make-up to work!

I was amazed by the full make-up of the airport cleaning lady when I touched down at the international airport in Seoul. This was the first impression that I got from this fast moving country and its high standards have been etched in my mind since then.

As for hair, perhaps it isn’t fair to expect your staff to have creative styling every day but at least they have to ensure it’s clean and tidy. For men, they will just need to cut and maintain their hair cut every five weeks; I can assure you, with that upkeep they will look polished and tidy. For the women, a little styling, blowing or hair tie-up might be needed. The best way is to create standard hair accessories for your staff, similar to the hotel and airline industry, to create a more standard and neat look. Also, discourage colouring of hair in dramatic colours as it might clash with the uniform and might be inappropriate for that particular industry.

Is there any standard greeting when a customer enters your doorway? Do you greet them or you just neglect them and let them browse around? I understand that some retail brands would like to provide free space for customers to test and try but again you have to acknowledge your customers’ existence and make them comfortable first. Do your staff flash big smiles, have great energy and friendly tone of voice when they greet customers?

When I travel overseas, I love to observe customer service patterns. I noticed that those in the retail and service industry in Taiwan are remarkably warm when they greet their customers. Their engaging and soft mannerism have a tremendous influence on the customers’ decision to buy their product.

Therefore, it’s important to train your staff to have the right attitude, positive body language and create your own SOP. You might want your staff to create a healthy habit of greeting customers (eg, “welcome”, “hello” or “how are you?”) when your customers step into your shop. You may even want to create your own slogan and gesture to make an impression. As a retailer, you have the choice of making your staff a branding and marketing force instead of just being a human resource. Invest in your staff, enhance their energy, boost their selfesteem and you will eventually see your sales increasing. MN

projected

Serving your potential customers to ensure they are comfortable is very important.

If it’s a hot day, offer them a cup of iced tea or coffee to quench their thirst, more so if you are promoting luxurious or premium products which may take some time to close a sale. Learn how to build a good rapport with customers. Provide them a five-star service with warmth and sincerity before they leave your premises.

I am sure after some comparison of prices and product values; they might come back to you if you create a good and lasting impression. Remember, personal branding is as important as your corporate branding, especially in this competitive market.

Evelyn Ch’ng is the Principal Image Consultant for Emage Style Consultancy & Emage Grooming Boutique, author of The Power of Charm, Columnist, TV host and Corporate Trainer and Speaker. Since 2005, she has trained more than 25,000 people in SMIs and MNCs such as Amway, Teledynamics, Hong Leong Bank, Shangri-la Hotel, Zurich, Eu Yan Sang, Watsons and McDonalds, among others. ........................................................................... www.emagestyle.com www.facebook.com/EvelynChng.Page

So, it’s extremely important to train your staff to greet and to create a lasting positive impression on the customers as they step into your outlet.

Serving and Assistance In retail selling, the staff is not required to do sales talk but serve and understand the needs of potential customers. Before conducting training for a renowned brand automobile, I visited one of their showrooms. No one greeted me when I passed through the glass door and what was even more surprising was that the reception area was vacant. There was Vol 1 No 2∣MRCA NEWSLETTER∣ 31

Focus І Branding, Datuk Eric Chong

Branding, Datuk Eric Chong І

Focus

Let’s talk

branding Founder of Erican Education Group and President of the Branding Association of Malaysia, Datuk Eric Chong lets us in on the importance of branding for business and how to do it effectively.

D

atuk Eric Chong’s mantra “Yes, you can!” is also the title of his latest book which is in tune with his vision to inspire people to realise their full potential and be the best they can be. He shares his thoughts about branding and how good brands that are pushed to their fullest potential can generate good business.

What is branding and why is it important?

Branding is not a new concept. It is part and parcel of how people interact with one another. For example, some men appear more important and visible to the opposite sex than others. This is the essence of branding. In the business sense, successful branding means a business that people look up to, a brand that is perceived to be good.

Good branding means good business and in the same breath, if branding is done wrongly, it becomes a liability.

The availability of new technologies has enabled companies to easily replicate products, systems, services and processes. Can strong branding create differentiation and how?

We live in a world where supply exceeds demand. Customers have various competing brands and products to choose from.

However, all these products are homogenous. So why do people come to you and not go to your competitors? It is because of the differentiation that your brand provides.

But remember, differentiation means you have to do it different, not better. A common misconception is that if you aim higher you will make more money. A high-end brand doesn’t necessarily mean it is good. The brand is measured by the value it delivers. The brand that makes the most returns is the most effective.

Does the brand determine business strategy or vice versa?

Business strategy determines the brand. If Nike’s founder had a different strategy, Nike wouldn’t be Nike. However, if I were to buy a brand and that brand is the popular and

32 ∣MRCA NEWSLETTER∣Vol 1 No 2

well established Louis Vuitton, then the brand will determine the strategy naturally. However, if you were starting the brand from scratch, it will have to move in such a way that it creates the brand. Your strategy will basically shape the brand perception.

How far can a brand be stretched and what are some of the pitfalls to avoid?

Some brands seem to be stretchable but some are not. Virgin is a good example of how a brand can be stretched. They are into everything from music to transport, lifestyle, bridal gowns and even beverages.

However, Toyota is Toyota, it’s not a brand that can be stretched. There are two types of entrepreneurs: the specialist and the generalist.

The specialist is a professional doing just one thing, pursuing depth, eg. Bill Gates. The generalist is good at pursuing breath and has a diversified portfolio and leverages on existing brands. However, if this makes a negative impact it is not a good idea to lose more than you gain. Experienced entrepreneurs make fewer mistakes because they access situations quickly and have a feel of right and wrong.

How is brand management different in the physical and virtual worlds?

In the physical world brands are not easily sabotaged but in the virtual world it is. This

is a vulnerable time. Social media has changed the world and has redefined how business is done. Cyber troopers destroy good brands overnight. Modern brand builders have to understand social media to play the game. It’s a double edged sword as brand building through social media works well but people can finish you off easily as well.

In your opinion, what role should the CEO play in brand building and management?

The CEO should be the brand icon. It’s a leadership position so it is important to walk the talk. Brand culture is created from the top to the bottom so it starts with the top.

What is your advice to start-ups in using limited budgets to create branding?

Branding is not solely advertising and promotion. Some brands may have a small budget, but if they have an interesting story to tell coupled with a media savvy CEO, it can cut budgets substantially.

What are some of the more significant Malaysian brand names that have created a strong brand in the local market?

All the MRCA members.

What is the Branding Association of Malaysia and what does it do?

We set the runway for Malaysian brands to rise above in achieving their presence and connectivity across all continents of the world. The Branding Association of Malaysia reaches out to local SME companies in bringing out their potential as a valuable brand. We fulfil the need to share ideas, strategies and branding tactics, to help Malaysian brands excel.

The Branding Association of Malaysia identifies this need and prepares Malaysian brands. We believe in sharing and helping one another. The association also plays the role of lobbying with the government to get assistance for local SMEs for overseas expansion. The overall strength of a country is in the collective strength of their business, so we are striving to ensure Malaysian brands are more competitive.

What is your advice to young entrepreneurs on establishing and living their brand?

Look at your brand as if it were a junction.

Stop…Look…Go. Stop for a while, don’t rush. Look around, research, understand and then it’s a go! MN

Vol 1 No 2∣MRCA NEWSLETTER∣ 33

Focus І Retail Consultancy

Retail Consultancy І

Focus

HOW shopping

malls are created RICHARD CHAN, Registered Building Manager with RCMC Sdn Bhd tells us what exactly goes into building a popular shopping mall.

“I

Richard Chan

’ve managed shopping malls most of my life,” said Richard Chan when asked about how his career in shopping malls started. It all began at the iconic Ampang Park that recently celebrated their 40 years in the shopping mall industry.

With a career spanning over 33 years in the industry, the shopping mall scene comes almost naturally to Chan.

His career switch from simply managing the malls to shopping mall development took place when he moved to Penang and joined a shopping mall developer. “It was then that I gained a lot of experience and understood what went into building malls from scratch. I got the opportunity to work with architects and consultants on various projects in Penang,” he shared. Some of Chan’s trademark projects in Penang include Midlands Park, Megamall Pinang, Bukit Jambul, Prangin Mall and various other condominium developments.

action starting with extensive market research on whether the area proposed is appropriate. RCMC Sdn Bhd which has a 16 member team, work tirelessly on market research for clients and this includes compiling the demographics, population, age-group and ethnicity of the people who are living around the proposed site. “Our market study comprises different teams of people,” said Chan. The first team deals with collecting data and analysing the data. The second team is in charge of the ‘drive-by’ and this includes studying the population and what is lacking or overdone in the area. The third team then takes a look at every known retailer in the area to make comparisons. It takes up to three months to compile these statistics and information to provide the comprehensive information required to see if the project will be successful and if so, what retailers are appropriate and in demand for that area.

"It is important to ensure that However, before starting to engage the retailers, there’s building the mall and In 2000, when Chan decided to make the move the mall is well-planned so because a lot of Malaysian architects have back to Kuala Lumpur he realised that with that it is successful." never built a mall before it is the job of the booming shopping mall industry, there the consultants to give them appropriate input during the project was a need for professional expertise to help with the conceptualising, development stage. He said, “We as consultants are there to remind developing, building and finally forming the management to run the and guide the architects on what the retailers need and other details mall. This meant, someone to show the newer players the ropes from that include everything from engineering and structure, mechanical the initial idea right up to finally getting the mall up and running. and electrical advise. It is important to ensure that the mall is wellHaving received positive feedback from the industry he was initially planned so that it is successful,” he added. a one-man show. “Today there are about six of us doing this around Malaysia,” said Chan. “Our expertise covers a wide spectrum of areas that include project development study stage, project development As far as managing a mall is concerned, Chan knows what it takes stage as well as the marketing, operations and administration in the as he was part of the team that turned then DJ Centre located final stages,” he added. in Damansara Jaya into the very popular Atria in the 90’s. A real success story in its time Chan turned the place around and increased the tenants from eight to over 100 tenants in one-and-aIn the project development study stage, the first step after the client half years. shares their intention of building a mall, Chan’s team swings into

34 ∣MRCA NEWSLETTER∣Vol 1 No 2

"Managing shopping malls today is like managing a business."

“Not many realise how much goes into shopping mall management, managing shopping malls today is like managing a business,” said Chan. Chan firmly believes that without proper mall management the mall will fail before it begins. RCMC follows through with and deals with everything from the marketing to the operations and administration of the new development. RCMC will also come up with a list of appropriate brands that should be invited to set up shop in the newly built mall.

As far as retailers go, Chan is clear that they need to know their market to capture ideal retail locations be it in a mall, shop lot or elsewhere. Retailers can do this by performing their own retail study that includes answering questions such as ‘which retailers are there and who isn’t, reasons as to why they aren’t there’. “A retailer has to do his research in order to know which complex he should place his bet

on to enjoy a healthy and consistent turnover,” he said. “It is also important that retailers understand that it’s not about planning the ideal place for yourselves but to plan for the needs and wants of the people in the area,” added Chan.

Chan’s vast experience in the industry also includes being the president of the Persatuan Pengurusan Kompleks (PPK) Malaysia from 1987 to 2006. During his tenure he encouraged entrepreneurs to share experiences through training sessions.

Today, Chan continues to offer training and education talks to various clients.

“I believe that experience is meant to be shared. In that way, we are able to progress together and watch our industry grow even further,” he concluded. MN

Vol 1 No 2∣MRCA NEWSLETTER∣ 35

Focus І The Power of Direct Relationshp Selling

The Power of Direct Relationshp Selling І

Focus

Powering yourself

to achieve greater sales

By DATO’ LAWRENCE CHAN

Selling is an Art and Science uccessful selling is the art of creating in the mind of the prospective customer the idea that having your product or service meet and satisfy the needs and requirements of the prospective customer as best as possible. In order to do that, salespeople must acquire not only this art of selling, but the science of selling, whereby they systematically acquire the sales knowledge and follow a scientific approach in the sale of their products/services.

S

Selling is a part of science since it takes applied research to be successful. Also it is part of art – because of the unique manner that you apply your scientific knowledge to achieve the desired sales results.

With this in mind, The Malaysian RetailerChains Association (MRCA) under the outstanding leadership of its President Dato’ Nelson Kwok, invited me to conduct the sales training programme – “The Power of Direct Relationship Selling” in 10 sessions for the benefit of the employees of its corporate members. Moreover, there were many requests to hold such a sales course after the successful 1-day “Sales Performance” Course held on 23 January 2013 at Cititel, Kuala Lumpur that attracted a full-house of over 100 participants from MRCA. The training sessions were held from 2:30pm to 5:30pm almost every Wednesday stretching from 6 March - 29 May 2013 for nearly three months, at the Auditorium of Fire Fighter Industry Sdn Bhd. The Ten Sales Challenges Throughout these ten sessions, enthusiastic participants learnt about the ten sales challenges they normally faced, and how to overcome them successfully in order to become outstanding sales professionals in their respective retail businesses. Here is the brief summary of each sales challenge: Sales Challenge No. 1 The 1st sales challenge is to change and improve their mindsets and to acquire the right attitudes to perform better in their sales careers and businesses. They learnt and applied powerful strategies to break through the major

36 ∣MRCA NEWSLETTER∣Vol 1 No 2

mental barriers that were preventing their mindsets to change and improve for the better.

their prospective customers for the first time.

Sales Challenge No. 2 To be more professional in their careers, they realised the importance of having professional values of top sales professionals, and practising the outstanding traits of these top sales achievers.

Besides that, they learnt how to build rapport and trust their prospective customers effectively using the powerful techniques of Neuro-Linguistic Sales Programming (NLSP).

Sales Challenge No. 8 Salespeople must master the art of being effective sales closers by learning powerful closing techniques to clinch the sales deals.

The participants role-played by using these closing techniques in “seller-buyer” situations.

Sales Challenge No. 6 The next sales challenge is to discover the actual needs and requirements of their prospective customers by mastering the art of questioning. That was followed by

Sales Challenge No. 3 The 3rd sales challenge they need to overcome is to learn how to plan and achieve their sales targets and organisational goals. In this session, they learnt how to plan their selling “Salespeople must master the art activities and to manage their time of being effective sales closers by productively.

Sales Challenge No. 9 In this 9th sales challenge, I shared how to provide excellent “follow-up and followthrough” services to customers in order to retain their loyalty. Participants took this opportunity to share their experience and strategies on how to retain loyal customers.

learning powerful closing techniques Sales Challenge No. 10 In this final sales challenge, I shared to clinch the sales deals.”

Sales Challenge No. 4 In the 4th session, they learnt how to cultivate the genuine burning desire to achieve their sales targets and to discover their purpose, passion, joy and pride in their work. They learnt and appreciated how to love what they sell and sell what they love.

Sales Challenge No. 5 In the Selling Process of the “Direct Relationship Selling” approach, they learnt the right sales approach when they encountered

with them how to apply ardently selfmotivational strategies to inspire them to perform with excellence consistently in order to achieve their sales targets and become top sales professionals.

mastering the ability to understand the various buying behavioural styles of these potential buyers. Most salespeople have a poor or mediocre understanding of the various buying behavioural styles of prospective customers.

Sales Challenge No. 7 In this sales challenge, salespersons must not only be knowledgeable about selling their products or/and services, but to motivate their potential buyers to buy their products/services. To do that, the participants learnt how to use the proper “sales language” ie. persuasive words, to influence and impact their potential buyers. At the same time, they realised the importance of presenting the benefits and not just the advantages, of their products/services to their prospective customers.

Closing Ceremony Towards the end of the 10th session, on May 29th, a motivational session was held where all the participants made a professional pledge to apply what they have learnt in the last 3 months to become top sales professionals in their respective businesses.

Due to many popular requests, Dato’ Lawrence Chan, Founder and Executive Chairman of Personal Development Leadership (PDL) Management Corporation (M) Sdn. Bhd will be conducting another power-packed 2 day course for MRCA members on “Be An Outstanding Professional At Work” on 8 & 9 July 2013. To avoid disappointment, kindly reserve your seats as soon as possible. MN

Vol 1 No 2∣MRCA NEWSLETTER∣ 37

Limelight І Sunway Pyramid

Poh Kong І

Shopping at

Poh Kong

Sunway Pyramid

shines brighter with

just got even more convenient

HEMERA, the world’s most brilliant diamond dazzles Malaysian lovebirds.

Malaysia’s first interactive, easy-to-use mobile app, ensures a truly unique shopping adventure. can quickly gain product or service information,” says Phang Sau Lian, the Director of Marketing for Sunway Pyramid. “And this, can be done straightaway using our Mobile App,” she adds.

For easy download, NFC (near-field communication) is available in every lift and lift lobby of the mall. All shoppers need to do is place their NFC enabled Android phone in front of the NFC chip to download the app instantly.

Averaging more than 250 downloads a day, the Sunway Pyramid mobile app is the most popular shopping mall mobile app in the country. Carrying information on more than 160 F&B outlets, it is easy for shoppers to decide on what to eat or drink. The “Happenings and Promotions” category, lets them view a detailed listing of sales and events happening at the mall. The interactive map also searches for other amenities, including the restrooms, parents and baby rooms, ATMs, Concierge Counters and other services available. The feedback button allows shoppers to give their ideas and suggestions, and reminders on Child Safe shopping, which includes some useful advice for parents and includes an emergency call button.

S

hopping is now easier and smarter with Sunway Pyramid Mobile App.

Available through Goggle Play and App Store, you can now get from A to B quickly without the fuss and hassle, as the app features an outlet navigator for mapping the perfect shopping journey. Just key in current location and intended destination and the app will Ms Phang Sau Lian, Director of Marketing, indicate the quickest way to get there. All 890 outlets, spread out by Sunway Pyramid four distinctive precincts, can be searchable by their names or shoppers can browse by directory, category "Averaging more or zone. There is also an interactive map in which than 250 downloads shoppers can view images of the store or shop front a day, the Sunway and tap for more details.

Another great feature the app offers is the car park locater, another first of its kind in a mall mobile app.

“Living on the fast lane, it is important that shoppers

38 ∣MRCA NEWSLETTER∣Vol 1 No 2

Pyramid mobile app is the most popular shopping mall mobile app in the country."

Limelight

“This mobile app will truly benefit you as a smart shopper,” says Phang.

She adds, “The interactive contents and promotional offers allow you to engage directly with everything exciting that’s happening in the mall, and you don’t have to miss a thing!” MN

I

Press Release

f diamonds are a girl’s best friend, the Hemera diamond would be the ultimate as far as best friends go. It’s no wonder, while generic round brilliant diamonds have 57 facets, the HEMERA diamond outshines them all with an outstanding 101 tm This distinction firmly certifies and establishes HEMERA as the world’s most HEMERA , the world’s mostfacets. brilliant diamond brilliant diamond. dazzles Malaysian lovebirds

Press Release

PRESS KIT

With a name inspired by Greek mythology meaning ‘goddess of daylight’, HEMERA

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Limelight І e-pay

It pays to e-pay

With e-pay, retailers offer their customers convenience all while getting paid for it.

A

highly recognisable logo, to most people, the name e-pay is synonymous with reloading your mobile prepaid phones.

Having started out in 1999, e-pay (M) Sdn Bhd is a market leader in electronic payment services in Malaysia.

With over 14 million payment transactions per month, e-pay fits the bill as the largest retail network in Malaysia that includes 12,000 terminals and over 18,000 footprints nationwide. However, reloading credit is not the only thing e-pay is about. Customers enjoy the convenience of paying their utility bills as well as their reloading online games, IDD, e-Wallet, internet access and much more.

Offering Value-Added Advantages For All e-pay brings value added advantages for both retailers and their customers. Retailers earn a margin off each transaction performed at their e-pay terminal. Another incentive for retailers is the improved cash flow as well as improved consumer traffic at the store.

For the consumer, e-pay offers a service that is 24 hours and 7 days a week in many convenient locations. It’s instant and it’s never out of stock!

“A strong network coverage and an array of products make e-pay a smart choice for electronic payment services”.

Convenient Locations e-pay terminals are found at the most convenient places. This includes all petrol marts, hypermarkets, convenience stores, pharmacies and electronics stores. Other independent retailers include selected restaurants, cafes, bookshops, photo shops, video & music stores, gifts & accessories, sundry shops, newsagent and many more…

A strong network coverage and an array of products make e-pay a smart choice for electronic payment services. Retailers earn a profit all while caring for their customer’s convenience ensuring that it definitely pays to e-pay! MN

Mr Danny Leong, CEO of e-pay

40 ∣MRCA NEWSLETTER∣Vol 1 No 2

Limelight І OneCity

The Ever Happening City

This massive integrated development by MCT Consortium brings new life to USJ.

S

itting on a 77acre plot of freehold land in USJ25, MCT is confident about tapping into the mature population of the surrounding area to keep OneCity buzzing with lifestyle and commercial activity.

"We believe we are heading in the right direction with this project. USJ is a populous area but does not have a complete sizable integrated development to cater to the population here. So we can easily draw in the crowd to OneCity", says MCT's General Manager, Retail Leasing, Joe Hue. According to Joe, the area within a 5 km radius of OneCity provides a catchment of 1.32 million people.

The preliminary phase of OneCity is largely built around the business, leisure and entertainment lifestyle and consists of few different components. For smart use of a good space, the 12-halls cinema are built for dual usage. It is used as seminar halls during the weekday ensuring halls are fully utilized throughout the week.

The rooftop houses six thematic dining restaurants creating a different level of dining experience. OneCity also offers relaxation and rejuvenation with a spa and even an e-Fitness Centre for the health buffs. OneCity also has

42 ∣MRCA NEWSLETTER∣Vol 1 No 2

Dato' Danny Goh - Executive Director of MCT Consortium Berhad Malaysia's largest karaoke lounge and a 15,000 square feet dance club. OneCity boasts a 60,000 square feet column-free rooftop banquet hall that can fit 1,200 people with an outdoor cocktail area that is absolutely charming.

Definitely a must-visit, OneCity is located just 20 minutes from KLIA, making it a perfect stopover for business visitors and tourists alike. MCT is looking to tie up with the Malaysian Tourism Board and various travel agencies to make OneCity the ‘last stop’ location for tourists before heading to the airport.

There is ample parking space within the area to support the potential crowd with

12,000 parking bays spread across three levels of basement car park, connected to all the different components within OneCity. More importantly, improved infrastructure in the surrounding area ensures that OneCity is conveniently accessible. MCT has spent RM40 million on infrastructure development to ensure the development is accessible via the LDP, Elite Highway, Subang Jaya as well as Putra Heights. There are future plans for an LRT station in front of OneCity and the non-existence of traffic lights ensures that traffic flows smoothly around the vicinity. Expected to be completed by the third quarter of 2013, OneCity is all set to be the ‘NEW PLACE TO BE’. MN

Limelight І Ramen Ten

If you love Ramen, you’ll love Ramen

Kluang Station І

New Members

Ten

Kluang Station

A

serves up delicious home-cooked Hainanese food n international franchise business that began in Singapore in 2002, Ramen Ten is an innovator of all things ramen. Its signature dish, the dry ramen has been its differentiation since. Today, Ramen Ten features a menu with 25 pages of ramen dishes prepared in mouth-watering styles. Each of these recipes was delicately

researched and developed. Ramen Ten is one of the first Japanese chain restaurants to be certified HALAL by MUIS, the Islamic religious council in Singapore.

Ramen Ten outlets can be found in IPC and Jaya 33.

Motivated by quality and innovation in its offerings to their customers, the core focus of Dato Dr Jennifer Low, J.P. the founder of Jenn F & B is thriving on the right investment, in the right economy at the right time and the right strategy for the chosen segmentation.

Jenn F & B Holdings is set to carve a niche in its gastronomic ventures.

Strategies have been made to continue its business extension in the international arena, collaboration with international investors with similar interests as well as keeping a keen eye on other supply chain opportunities. In addition to a robust pipeline of business plans, Jenn F&B’s other success story is the popular Kluang Station, serving Hainanese cuisine. MN

44 ∣MRCA NEWSLETTER∣Vol 1 No 2

K

luang Station is a kopitiam chain built on the continuation of the Hainanese heritage since 1938.

Famous for its premier hand roasted, home grown coffee beans that make up a glorious cup of coffee and ‘cham’ – a perfect concoction of coffee and tea mixed: it is also widely known among locals for its kaya, a coconut jam that is full bodied and meticulously prepared in the traditional doubleboiling process. Hainanese Chicken Chop and Nasi Lemak with Whole Leg are the popular cuisine too. Currently, Kluang Station is set to undergo its exponential expansion plan.

Paying attention to details in execution, Dato Dr Jennifer Low, J.P. the founder of Jenn F & B, capitalises on the desire of delivering an exceptional gastronomic experience for all Malaysians and tourists alike and would not stop short of ensuring its excellence and consistencies at all times. For lovers of Japanese food, Jenn F&B’s other success story is the popular Ramen Ten, serving a variety of the popular Japanese ramen. MN

Vol 1 No 2∣MRCA NEWSLETTER∣ 45

New Members І Ninetology

Inovar Resources І

New Members

Ninetology,

Inovar Resources,

Share your brand’s inception and growth.

Share your brand’s inception and growth

smart phones for everyone Our story began in May 2012 and our success came about with the implementation of our successful and unique business model, the ‘Smart Communication Model’ which emphasised the concept of ‘Mobile Internet for Everyone’. We created an impact with our business model, brand share, influences and of course, our ability to expand beyond B2B associations. We have also successfully established partnerships with international giants to expand on our business plans. So far, we have managed to expand our influence to other countries in Asia including Singapore, Indonesia, Malaysia, Philippines, Vietnam and Cambodia.

What is your current presence in Malaysia?

Within the first few months, we had rapid growth and attained 4 per cent market share of the local telco industry. As of February 2013, we managed to achieve 5.2 per cent of Malaysia’s smart phone market share, competing against other long-existing brands

in the market. Currently we have captured the most popular market, the youth market with 60 per cent of the market share. Our devices are available at over 4,000 touch points nationwide, allowing almost everyone to have a first hand experience. Our target market is not limited to the Klang Valley but throughout the nation and is in line with providing ‘Mobile Internet for Everyone’. This year, we will open our first Flagship Store that will become the hot-spot of our Ultimate Lifestyle Brand.

Incorporated in 1996, Inovar is proudly Malaysian.

Through the years, six overseas subsidiaries were established – Thailand, Singapore, Vietnam, Taiwan, India - Australia and Japan are in the works.

Through various A&P programs and events, the brand quickly got noticed and its breakthrough came with its first award

by Asia Pacific Brand Laurette Foundation.

Inovar was awarded the best brand in the laminate flooring category subsequently winning the award six years in a row.

What kind of training and support do you offer?

The Smart Ecology Project is our CSR programme and it's ultimately a recycling project which simultaneously functions as a tool to convert feature phone users into smart phones users. Through this project, 10,000 units of mobile devices were sent for Green Technology Recycling with the help of the Malaysian Nature Society (MNS). We have planned many more projects, which will benefit the nation when it comes to conserving the environment and even the general well-being of society.

Where do you see your brand in the next five years?

floors your feet will love!

Local and international awards:

Sean Ng, CEO of Ninetology

We hope to build Ninetology on the right platform so it is recognised as a global player and corporate giant in the international telco industry, while upholding its Asian roots. We hope to expand our smart communication empire so everyone will get to enjoy our savvy devices and ‘mobile internet for everyone’. MN

• No.1 Flooring Brand in Malaysia – 2011 • No.1 in Japan 2009 – 2011 by Market Share (Yano Research Institute of Japan) • No.1 Laminate Flooring Brand in Taiwan – 2011 • Circle of Excellence Singapore 2011/2012 • Asia Pacific Brandlaureate Award – Best Brand in Laminate Flooring 2007-2011 • Asia Pacific Brandlaureate Award Signature Brand Award 2012 • IPDM Industry Excellence Award 2010 – Interior Products • MITI Industry Excellence Award 2009

• UOA Group Bhd • I & P Group Bhd • SPK Group Inovar takes about 40 per cent of the market share in Malaysia for laminate flooring.

What kind of training do you offer your brand?

Inovar believes in branding to create value for its customers. Every installation is a long-term investment which every home owner will be proud of.

As part of its brand development initiative, Inovar has been actively participating in branding workshops, conventions, etc. and also creating brand awareness to the consumers and corporate

prospects through roadshows, exhibitions and involvement in corporate organisations.

Where do you see the brand in the next five years?

Inovar has put on a formidable plan to sustain its brand not only in Malaysia but also abroad.

It will continue to have a strong presence in the region as a leading floorcovering solution provider. In the pipeline are plans to set up new offices in Indonesia, Philippines, Myanmar and Cambodia within the next two years.

In Malaysia, the company is moving steadily with 10-15 per cent growth annually.

Currently, turnover in Malaysia alone is RM45 million. Group turnover is RM160 million for 2012. So, we are very positive to see continued and healthy growth for Inovar in Malaysia and abroad. MN

What is your current presence in Malaysia?

Currently, Inovar supplies to about 60 per cent of the mass housing industry in the wood flooring based flooring. It has strong support from major developers throughout Malaysia.

Amongst the developers are: • Sime Darby Bhd • S P Setia • Suncity Bhd • Mah Sing Property and Development Bhd • IJM Group Bhd

46 ∣MRCA NEWSLETTER∣Vol 1 No 2

Jason Tan Chwee Keat, Executive Director

Vol 1 No 2∣MRCA NEWSLETTER∣ 47

New Members І Sompoton Spa

ZA Solutions І

Relax and unwind at the

ZA Solutions

Sompoton Spa

taking your brand to the digital level Share your brand’s inception and growth.

ZA Solutions is an immersion company that specialises in digital media delivery.

We sell exceptional engaging user experience for business brands & products, such as Digital Branding, Social Media, Mobile Media, Gamification Marketing and E-Commerce solutions and platform.

Megan Tan, Managing Director, Sompoton Spa

Share your brand’s inception and growth.

Eight years ago, we were just a day spa at the KL PLAZA Shopping Mall, which is the Fahrenheit, Jalan Bukit Bintang today.

In 2006, we had our first hotel spa established at the Istana Hotel where it still stands today. Through the years, The Sompoton Spa has created unique treatments designed to enhance wellbeing and has since gained a name for its remarkable signature massage using traditional Malay techniques that have been combined with selected elements of Shiatsu, Swedish and Balinese for the best results. As part of its growth strategy, The Sompoton Spa had launched new brands, Organic Spa with ESSE ORGANIC SKINCARE AND BODY CARE from South Africa, certified by Ecocert (France) and Vegan International to our Spa Menu. Now, the company is preparing to aggressively grow while preserving its distinctive brand image.

What is your current presence in Malaysia?

With more than eight years of international experience in the spa industry with six hotel spa outlets, The Sompoton Spa has received numerous accolades, among which are the 'Best Customer Service' Award in 2006 and

48 ∣MRCA NEWSLETTER∣Vol 1 No 2

the “Best Spa Ambience” Award in 2011

by Malaysia Spa & Wellness. We’ve become one of the luxurious hotel spa chains that is proudly 100 per cent Malaysian owned.

What kind of training and support do you offer your brand?

As most of our outlets are located at four to five star hotels, therefore we are very particular about quality service and five star standards for all the front liners and Spa Therapists at all times. In order to maintain this quality service from our team, we’ve conducted a full training on our SOP. In the future, we will have continuous training on customer service as well as hospitality training from time to time. Our philosophy is “customers are our bosses”. In our corporate motto, we train our staff to become dedicated to supporting our brand.

New Members

Where do you see your brand in the next five years?

The Sompoton Spa’s spa experience and reputation is highly sought after by hotels and corporations for consultancy works on their spas' operations and set up.

The Sompoton Spa ensures that the spa reflects a warm, welcoming and private spa sanctuary for an unsurpassed spa experience. We are looking to expand our footprint into the urban hotel and resorts market in major cities either within Malaysia or Asia, in the next five years. We hope to become a famous luxury family spa that is a household name in Malaysian homes as well as abroad. MN 25% off on all Body Massage & Spa packages This offer is valid till 31 Dec 2013. *Terms & Conditions apply.

Web: www.sompotonspa.com Tel: 03 2148 8910

We work with clients from the FMCG, Property, Automobile and Retail industry and our key focus is to develop comprehensive digital marketing strategies and digital platform that aim to reduce cost and increase revenue and sales.

We were establish three years ago with a focus in game integration and as we evolved we helped our clients expand on the fun element in their brands with our technology, creative and strategic capabilities.

ZA Solutions is ready to deliver, especially for the members of MRCA. We have in the works a mapping of digital marketing planning workshop conducting digital business audit to help retail businesses in identify areas of improvement or even areas where there can play to their advantage.

Where do you see your brand in the next five years?

Founded by Lee Wei Chee, Adrian Honegger and Jen Wong, ZA Solutions is currently operating in Malaysia and Thailand, and the aspiration of the team is to be ASEAN and ASIAN centric, as we are very much Asian at heart.

All MRCA members can reach Wei Chee at weichee.lee@zas.com.my so he can tell you how to bring your brand to another level, digitally. Check us out at www.zas.com.my. MN

What is your current presence in Malaysia?

Being a digital company, our business crosses borders. While our clients are based mainly in Malaysia, we have successfully devised campaigns that attracted visitors from East Asia, Middle East and South East Asia. We have also established a strategic partnership in China and North East Asia, which helps Malaysian companies attract the target market digitally.

What kind of training and support do you offer your brand?

Being a sub-set of the retail industry, from the digital end, retail players can leverage on us to help them migrate to digital business capabilities with their current operations. It was always a challenge for many operators to incorporate e-commerce into their current operations, in reality, it can integrate and complement retailers' operational needs.

Lee Wei Chee, Founder

Vol 1 No 2∣MRCA NEWSLETTER∣ 49

New Members І MyORTHO

MyORTHO

- the foot orthotics expert!

Share your brand’s inception and growth.

We believe that healthy feet is a vital component for overall well being. We are steadfastly committed to helping our clients take good care of their feet. That starts with properly fitted orthotic insoles & footwear.

We provide orthotics and footwear that never compromise on comfort. That’s the Key to healthy feet and that’s our promise to our client.

What is your current presence in Malaysia?

Under MyORTHO Group comprises, MyORTHO Orthotic Specialist Centre 1st in Malaysia located in Cheras, Kuala Lumpur and 10 Boulevard located in Petaling Jaya and Kota Kinabalu, Sabah offers custom made orthotic insoles & footwear for back, knee and foot pain. MyORTHO Paediatric Physiotherapy Centre is the only centre with both physiotherapist; occupational therapist and Orthotist working together. Our unique team is at hand to help children with awkward gait or running, poor coordination and balance problems.

As the master franchisor for Dr Kong Healthy Shoes Shop, we were the first to promote our innovative Check and Fit foot examination and insole fitting service and provide free foot examination to people of all ages. Dr Kong is located in Tropicana City Mall, Fahrenheit 88 and Taman Midah, Cheras.

What kind of training and support do you offer your brand?

The MyORTHO Academy offers foot health training courses for individuals

Dr Edmund Lee, Director of Myortho Footcare

50 ∣MRCA NEWSLETTER∣Vol 1 No 2

interested in becoming certified Pedorthist and Foot Health Practitioners. We engage the services of expert trainers from overseas to provide product training for all our staff.

Where do you see your brand in the next five years?

A third generation family business, Dr. Edmund Lee strives to continue to push the standard of the brand higher incorporating value added services .

MyORTHO continues to educate and inform the public on the importance of foot healthcare for a better body and better life.

MyORTHO is commitment to ensuring foot and spine orthotic care that will earn us strong credibility and trust from Malaysians so we will become the No 1 footcare brand. MN

For The Record І 16

th

April/May І

AGM

APRIL Meeting

hosted by

For The Record

Purple Cane Tea Restaurant courses, training and education focusing on retail, franchise and branding will be launched.

The academy falls in line with Dato’ Nelson’s vision for the association to focus on the importance of training and education in the industry today.

The two business presentation for the afternoon were from Dato’ Lee Ee Hoe, Apple Vacations & Conventions Sdn Bhd and Mr. H.L Lim, Purple Cane Holdings.

The host, Mr H.L Lim from Purple Cane Holdings was presented with an appreciation plaque by Dato’ Nelson Kwok. The meeting ended with networking over an exquisite meal and lots of tea. MN

H MRCA’s th

16 Annual General Meeting 2013

H

eld at the Tropicana Golf & Country Resort on 26th March 2013, The 16th AGM started off with a friendly golf tournament between members earlier in the day. The meeting began at 2pm with a welcome address by the President, Dato’ Nelson Kwok where he thanked members for their strong support and contribution to the association in 2012. He remarked that other associations are following in the footsteps of MRCA establishing the association as a leader by setting precedent. Secretary General of MRCA, Mr Andy Goh took the members through the activities of the association throughout the year 2012/2013. The year had proved to be extremely successful and included an array of activities and events.

Some of the past events for the year include: • MRCA Chinese New Year Banquet on 2nd February 2012 • MRCA 8TV Entrepreneur Awards Night 2011 on 9th March 2012 • MRCA Trip to Mount Kinabalu 2012 on 11th – 15th Apr 2012 • Dinner Reception with Mozambique Delegation on 31st May 2012 • Press Conference - MRCA CEO Night 2012 on 27th June 2012 • MRCA CEO Night 2012 06th July 2012 • Launching of MRCA 8TV Entrepreneur Awards 2012 on 16th July 2012 • Business Trip To Taipei Expo 2012 on 4th Sept 2012

52 ∣MRCA NEWSLETTER∣Vol 1 No 2

• CIMB Asean Forum 2012- ASEAN for SMEs on 24th Sept 2012 • Business Mission Cambodia & Vietnam 2012 on 1st – 5th Oct 2012 • MRCA's Got Talent - Semi Final on 9th October 2012 • Press Conference for 20th Anniversary & Awards Banquet 2012 on 10th Oct 2012 • Seminar: 1st Master Class Series on 16th Oct 2012 • MRCA 20th Anniversary & Awards Banquet 2012 on 24th Oct 2012 • Seminar: Tax Audit & Investigation on 31st Oct 2012 • Visitation to orphanage home during Hari Deepavali on 07th Nov 2012 • Exhibition: INTRADE 2012 on 27th – 29th Nov 2012 • KL International Trade Forum on 29th Nov 2012 • Dialog Session with the operators of the Tourism Industry on 10th Dec 2012 • Seminar: Consumer Seminar 2012 - Good practice relating to the implementation of redress & Misleading Advertising VS Creativity on 18th Dec 2012 • Meeting: Survey on Issues of Foreign Workers Recruitment & Theft/Robbery in Retail Outlets (Project Minimum Wages order 2012) on 03rd Jan 2013 • Meeting: Implementation of the Festive Season Price Control Scheme for Chinese New Year 2013 on 09th Jan 2013

• Seminar: Retailers CAPEX Solution on 16th Jan 2013 • Seminar: Sales Performance course on 23rd Jan 2013 • MRCA visitation to Ti-Ratana Community Hall during Chinese New Year on 30th Jan 2013 • Meeting and Press Conference on Imposition of Standardised Car Park Rates by DBKL • MRCA Chinese New Year Banquet 2013 on 19th Feb 2013

eld on 18th April at Purple Cane Tea Restaurant in Paradigm Mall, Petaling Jaya, Dato’ Nelson Kwok began the meeting with a welcome speech. In his speech he reminded members who wanted their success story featured in the 52 Retailer-Chains Elite Book that will be in the Chinese dialect to contact the secretariat immediately as there were only six slots left to fill. He also announced the upcoming grand event by MRCA to be held on 27 June – MRCA CEO Night and urged all members to attend.

It was also announced that a new division called the MRCA Academy, that will provide

May Meeting

brought to you by

Dragon-i Restaurant Encouragement Fund under the Branding Education Charity Foundation for a job well done.

A total of four business presentations were presented at the meeting that was attended by 152 people. The first presentation was by Crystal Lee from METROPOLITAN TV Sdn Bhd. The next presentation was

by Ismail Ani Arope and Cecilia Khor from CIMB Bank. Susan Lee and Baskaran Ramasamy were the presenters from Maxis Berhad and Megan Tan from The Sompotan Spa was the last speaker for the day.

Some of the exciting activities planed for the year 2013 include the CEO Night 2013, business trip to Mozambique & Japan, Macao Franchise Expo, full days seminars, visitation to charity homes, <MRCA 52 Branding & Retail-Chains Elite> Mandarin Version Coffee Book and many others still in the pipeline.

The Treasurer-General, Mr. SY Cheah presented his report and tabled the audited account for adoption.

Members should note that there have been some amendments to the Constitution that is presented in the report sent out to every member.

The meeting ended with a scrumptious meal prepared by Tropicana Golf & Country Club. MN

The meeting ended with a delicious meal courtesy of Dragon-i. MN

T

he May monthly meeting was hosted by Dragon-i Restaurant at their Sunway Pyramid outlet. In his welcome speech, MRCA President Dato’ Nelson Kwok praised members for their active participation in training and education courses conducted by MRCA especially in the last seminar by Dato’ Lawrence Chan. He noted that this was an indication that members were concentrating on the crucial area of training and education for business improvement.

At the meeting, students who performed well for their UPSR and PMR examinations received a token from the MRCA Vol 1 No 2∣MRCA NEWSLETTER∣ 53

Gallery І MFE 2013 / TICFE 2013

y

Everything Franchise

– Macau Franchise Expo 2013

S

et to take place from the 12-14 July 2013, the Macau Franchise Expo will showcase 207 booths and 156 participating brands from 14 countries including China, United States, Japan, South Korea, United Kingdom, France, Malaysia, Thailand, Singapore, Phillipines, Vietnam, Taiwan, Hong Kong and Macao. The event aims to attract the participation of more international brands to promote their products in Macao, thus providing more opportunities for the SMEs to establish business relationships in franchising and chain operations with enterprises from countries/regions around the

world, while utilising MFF and Macau as the showcasing platform for the franchise and chain operations industries and create broader business opportunities.

- Taipei International Chain & Franchise Exhibition

H

Gallery

0 .

2 u l a b a – Mt Kin

Attendees from MRCA: • Occubite Resources Sdn Bhd • Ruyi Holdings Sdn Bhd • Clara International Beauty Group Sdn Bhd • Station One Products Sdn Bhd • STC Management Sdn Bhd MN

Making new business connections

eld from the 4-7 April 2013, companies who participated in the trade show ranged from breakfast stores and restaurants to tea shops and retail stores that sell body

it r a h c r o f g Climbin

Mt Kinabalu І

lotions, books and jewellery. It was the perfect opportunity for Taiwan chain and franchise companies to promote their international presence. One of the biggest of its kind, the trade show featured 620 booths, set up by 150 local and foreign companies that represented 250 brands.

Participants included franchise associations from Singapore, Malaysia, Indonesia, the Philippines and more. The event drew over 130, 000 visitors over four days.

imbers up Kwok led 46 cl n so el ant N o’ at RCA, D climb was to pl President of M th jective of this ob le e hi th w d, n ai un n 18 March, e ro ount The second tim ' logos on the peak of the m Mt Kinabalu. rs be em m . its ity ar ith ch gw for the MRCA fla ating members s from particip nd fu g in ct lle co special cheque mes during a th arch 2013 ho e bl ita ar ch l M nated to severa th Meeting on 26 61,500 was do CA’s 16 AGM yasan Karuna, R Ya M e er ith w w A total of RM n es io m ity ho ld in conjunct dicapped & e recipient char presentation he an Megah Han ntry Resort. Th m ou Ta C t, & sat Jagaan en f m ol er G ka Selangor, Pu lind Empow pa at Tropicana B m , or he C ng gla Se an Ci H Chesire timewa IMC. uan Kabajikan Rumah Amal tihan Insan Is s Home, Persat La n’ & re nd an hi ga C Ja t d Disable least, Pusa d last but not A! MN Titian Kaseh an os Team MRC iumphant! Kud tr t bu d te us exha Mt Kinabalu The team left

O

Attendees from MRCA: • Mr Stanley Tan Choon Thong (STC Management Sdn Bhd) • Mr Wong Chin Chian (The Barbecue Plaza (M) Sdn Bhd) • Mr Richard Woo (Little Taiwan (Franchise) Sdn Bhd) • Mr Bong Choon Loong (Mr. Clean Sdn Bhd ) • Mr Henry Yip (Dragon-I Restaurant Sdn Bhd) • Mr Albert Chiang (Bonia Corporation Bhd) • Mr Cheah Sung Chai (Computer Applied Systems & Engineering Sdn Bhd) (CASE) MN

54 ∣MRCA NEWSLETTER∣Vol 1 No 2

Vol 1 No 2∣MRCA NEWSLETTER∣ 55

Gallery І Courtesy visits

MRCA members pop in for a visit

Visit to SEGI University 12 March 2013

Dato' Nelson Kwok & Mr Bruce Lim visited with Dato’ Sri Clement Hii who was appointed as MRCA’s Presidents’ Advisor.

Visit to LJK Group 19 April 2013

MRCA President Dato’ Nelson Kwok, Ms. Shirley Tay, Ms. Choi, Mr. Henry Yip, Dato’ Vincent Choo & Datin Cynthia Cheong, Mr. Lai, Mr. Seak and MRCA Secretariat visits LJK.

Visit to Quill Group 1 February 2013

Visit to SP Setia 30 May 2013

MRCA visited Tan Sri Dato' Sri Liew Kee Sin, President & CEO of SP Setia Berhad on 30th May 2013 at the Setia International Center. MN

1 00

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Tan Sri Dato’ Lee Shin Cheng, Executive Chairman of IOI Corporation Bhd was visited by Dato’ Nelson Kwok, Mr. Henry Yip, Ms. Valerie Choo, Ms. Shirley Tay, Dato’ Eric Tai, Mr. Andy Goh, Ms. Choi Wei Yee, Mr. Lai Sia Ling & Secretariat Ms. Joanne Yau.

Saturda 7th & 8 y & Sunday th Septe mber 2N 013

11 March 2013

*Terms and cond o itions ap ply, see . reverse side for

Visit to IOI Mall

No . 00 0 01

Dato’ Nelson Kwok, Mr. Ching Kok Cheong & Secretariat Ms. Joanne Yau visited Dato’ Dr Jennifer Low at Quill 9.

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0e o13. 0for d y 2N0 side da ber verse n e Su tem, see r y & ep apply da th Sitions r tu 8 ond Sa th & and c 7 erms *T . tails day r 2N0o13.e fo00001 r de e Sun id y & ptembee reverse s a d e ,s ur Sat & 8th Sitions apply d 7th and con s *Term

Saturday & Sunday 7th & 8th September 2013

*Terms and conditions apply, see reverse side for details.

56 ∣MRCA NEWSLETTER∣Vol 1 No 2

Launch Pad

Focus Point & Nanyang І

Updates

Focus Point’s ‘Sight + Style’

showcases Spring/ Summer 2013 Eyewear

Sell! Sell!

And then Sell!

Look Good, Feel Good

T

he ‘Power Image Branding’ seminar was held at MRCA secretariat on the 4th April 2013 and conducted by Evelyn Ch’ng, Principle Image Consultant with Emage Style Consultancy. During the seminar participants were taken through various steps to enhance their image and confidence and develop a positive personality to bring in sales.

Besides being certified by Lynne Marks, the past president of Association Image Consultants International (AICI) and the principle of London Image Institute, Evelyn has also been trained by world famous trainers T. Harv Eker, Blair Singer, Joel Robert, Janet Switzer,

Roger Hamilton and many more to develop her holistic program on confidence and image enhancement.

She has well established herself as one of the most sought after confidence gurus in South East Asia. Evelyn strongly believes in the philosophy that, “The power of attraction & confidence is the key to success” and her mission is “To inspire, transform & empower every being to achieve their dreams”.

MRCA members who participated had a great time in this highly interactive and interesting seminar and left with valuable tips on how to look and feel better. MN

Mid Valley Megamall Fashion Week 2013

D

ato’ Lawrence Chan spent 10 weeks with participating MRCA members in the ‘The Power Of Direct Relationship Selling’ seminar held from 6 March 2013 to 29 May 2013 at Fire Fighter Industry Sdn Bhd. During the sessions, participants were educated on the various ways to ensure peak sales performance by setting into place targets, goal setting, time management, action plans and the right attitide through it all.

Dato’ Lawrence is the founder and executive chairman of Personal Development Leadership Management which has been a Malaysian Human Resources Development Training Provider and Consultancy since 1974. He is the first and only Certified Speaking Professional (CSP) in Asia, a multiple award winning international training consultant, best selling-authour of five books, Hall -Of -Fame leader as well as an Olympics and World Championship coach for over 40 years.

A highly energetic speaker, Dato’ Lawrence had participants renew their passion and self-confidence in sales and now they are all set to get SELLING and increase their sales figures. MN

《南洋商报》主办的金鹰奖，今年5月23日由马来西亚中华总商 会总会长拿督林国璋局绅主持推介，现开放给全国企业提名， 角逐这项全马最具公信力的年度商业大奖。 金鹰奖筹委主席、南洋报业集团总营运长及《南洋商报》总执 行长廖深仁在推介礼上说，《南洋商报》过去十年成功主办 金牛奖，创造超过千名的奖项得主之后，今年配合《南洋商 报》90周年报庆主题《飞跃90，共创新局》,以及顺应经济的转 型，今年这一届起，把在陆上艮耘奔驰的金牛,转向广阔无际飞 翔的金鹰，转型再造为金鹰奖。

F

ocus Point showcased the latest Spring/Summer 2013 luxury eyewear collection at its ‘Sight + Style’ runway show at Mid Valley Megamall.

First to take centre stage was Tom Ford which presented a distinctive men’s optical frame, which is the optical version of the Tom Ford’s Jasper sunglass frames. The Chopard’s Spring/Summer 2013 collection celebrates the combination of both the refined design of glasses and the high jewellery creations of the Swiss Maison. Next the ever-daring Gucci with its high effect touches and vibrant preference for colour-blocking. Bold with a tinge of chic flavour is a great look to follow. ErmenegildoZegna’s new glasses bring back to the daily life of an indispensable accessory, the style of a contemporary and cosmopolitan man, a traveller whose elegance is effortless, essential, always self-assured, the result of a deep passion for the Italian, creative and well-balanced style that is embodied by Zegna and that is appreciated all over the world. Roberto Cavalli showcased originality with serene layering of stitched white transparencies connected with crystal, chiffon, and lace, allowing hardcore maximalists adjust to minimalist days comfortably without losing their identity. Dressed stylishly

by Salabianca, Loewe presented a luxury collection for women.

Tod’s collection for this season was created with a charm of young elegance and effortless style. The show ended with Swarovski, with apparel designed by Jason Yik. Focus Point is currently the market leader of the professional eye care industry in Malaysia with over 180 brands of prescription frames and fashion eyewear. The Group is the exclusive distributor of 16 brands including Loewe, Serengeti, Davidoff, Jaguar, Diesel and others in Malaysia. With a total of 175 professional eye care centres nationwide, the group operates 7 propriety brand outlets nationwide. MN

58 ∣MRCA NEWSLETTER∣Vol 1 No 2

他说，今日马来西亚的卓越企业精英，拥有相同素质和思维， 以鹰的精神为企业创造永续经营竞争力，立足大马，放眼世 界，迎合全球化经济所带来的商机和挑战，以金鹰奖的精神元 素勉励是最适合不过。 他说，“鹰——翱翔长空，俯视大地，冷静敏锐，灵活机动， 不畏困难，奋力拼搏，有王者的风范，象征一个卓越的领导 者，刚毅坚强，目标高远。” 《南洋商报》的金鹰奖秉持一贯理念，延续表扬及鼓励中小企 业的使命，陪同中小企业继续成长和贡献经济，飞向另一个成 功的高峰，吻合今年主题是《金鹰领航，腾飞国际》。 《南洋商报》今年首办的金鹰奖，共设立3个奖项为新秀金鹰20 名，卓越金鹰最多100位，同时也开放超级金鹰奖10位，让上市 公司也能参加，因为公司规模不代表一切，成长和实力才是最 重要的。 金鹰奖将定位为全马最具公信力的年度商业大奖，由国际知名 会计公司安永（Ernst & Young）负责审核，并由拿督蔡兆源为 首的独立评审团选出，确保所有提名的杰出企业，都受到公正 评审。 今年金鹰奖的主要赞助商即马来亚银行（Maybank），马星集 团（Mah Sing）；联合赞助商Land Rover，佳能（Canon）， 本田（Honda）；媒体伙伴《中国报》，爱 FM（AI FM)，《 号外周报》，SME Malaysia；支持单位有马来西亚中华总商会 （ACCIM），马来西亚台湾商会联合总会(TIAM) , 马来西亚连 锁协会(MRCA)，马来西亚直销协会(DSAM) , 马来西亚自创品牌 协会(BAM)，马来西亚中小企业公会(SMI Association)，马来 西亚创业促进会(PUMM) ，以及Credit Bureau Malaysia Sdn Bhd（CBM）。 金鹰奖将到全马各地办巡回讲座，日期是6月底至7月初，分别 到槟城，怡保，关丹，新山，麻坡以及马六甲，最后一站为雪 兰莪。 金鹰奖提名截止日期为7月31日。报名表格可向各地《南洋商 报》办事处索取或从金鹰奖网站www.goldeneagleaward.com 下载。 Vol 1 No 2∣MRCA NEWSLETTER∣ 59

Reaching Out І Branding Education Charity Foundation

Mitsubishi ASX Facelift І

Lifestyle

MRCA rewards excellence

M

alaysian Retailer-Chains Association set-up the Branding Education Charity Foundation in 2011. Through this foundation, the Encouragement Fund provides education assistance to the most deserving students irrespective of race, religion and creed to enable them to achieve primary, secondary, higher education university or post graduate qualification at universities, schools, colleges or other institutions either in Malaysia or other countries. The Encouragement Fund is excusively for members and member's employees' chidren. However, the foundation also contributes to orphanages, old folks homes and the less fortunate.

During the MRCA Chinese New Year Dinner 2013 on 19th February, students were awarded a token for a job well done in the UPSR and PMR examinations year 2011 by MRCA’s Patron, Tun Dr. Mahathir Bin Mohamad.

Encouragement Fund for PMR 2011 Company

MRCA Member

Position

Relationship

Applicant Name

Result

Fella Design Sdn Bhd

Tan Ah Huat

Manager

Father

Tan Pei Chuen

8A

Encouragement Fund for SPM 2011 Company

MRCA Member

Position

Relationship

Applicant Name

Result

Brilliant Merchandising Sdn Bhd

Liew Bin

CEO

Father

Liew Yu Hung

10A 1B

City-Link Express (M) Sdn Bhd

Wong Li Ling

Secretary

Mother

Yoong Hui Chien

10A

Fire Fighter Industry Sdn Bhd

Hah Mei Kian

Director

Mother

Soo Hon Wye

10A

Hai-O Raya Bhd

Tan Tok Keong

GM

Father

Tan Yi Mann

10A

Naza Group of Company

Law Yon Kai

Manager

Father

Law Fang Yuan

10A

Poh Kong Holdings Bhd

Ng Moey Choo

Executive

Mother

Eng Ruo Ni

9A 1B

Poh Kong Holdings Bhd Purple Cane Enterprise Sdn Bhd

Foong Keng Yoke Koh Choon Hong

Assistant Manager F & B Manager

Mother Father

Wong Jia Yee Koh Weng Siang

8A 1B 1C 12A

MRCA Member

Position

Relationship

Applicant Name

Result

Encouragement Fund for STPM 2011 Company Fella Design Sdn Bhd

Tan Ah Huat

Manager

Father

Tan Pei Yee

3A 1B

Poh Kong Jewellers Sdn Bhd

Ng Moey Choo

Executive

Mother

Eng Ruo Yun

4A

Encouragement Fund for O-Level 2011 Company

MRCA Member

Position

Relationship

Applicant Name

Result

Redgiant Analytics Asia Sdn Bhd

Loh Yuen Tuck

Country Representative

Father

Marcus Loh Ka Wei

10A

Applicant Name

Result

Encouragement Fund for UPSR 2012 Company

MRCA Member

Clara International Beauty Group Sdn Bhd

Ms Chong Tsuey Yoong

Ms Wong Khai Jie

5A 2B

Bonia Corporation Bhd

Ms Ho Sai Mee

Ms Michelle Lim Tyen Xin

6A 1B

City-Link Express (M) Sdn Bhd

Ms Fan Lai Foong

Ms Chin Zhen Yue

7A

Bonia Corporation Bhd

Ms Lim Pik Wee

Ms Liang Zhi Yao

6A 1B

Fella Design Sdn Bhd

Mr Ching Kok Cheong

Mr Ching Chong Han

5A

Hai-O Raya Sdn Bhd

Ms Yeoh Ah Booi

Ms Ong Lee Thyng

5A 2B

Mircoz Cosmetics Sdn Bhd One-AP Design Agency Sdn Bhd Popular Book Co (M) Sdn Bhd Rotol Food-Chain (M) Sdn Bhd Sinma Jewellery Centre Sdn Bhd Sinma Jewellery Centre Sdn Bhd

Mr Kelwin Lim Mr Alan Pang Fooi Fah Ms Wong Seok Fone Mr Jas Saripudeen bin Omar Ms Ng Lye Pheng Ms Kho Khui Chu

Ms Lim Xuen Yao Ms Pang Eileen Ms Liew Zhi Yi Ms Jas Khairushazwina Ms Gan Qi Xuan Ms Tan Yuan Yi

5A 2B 5A 1B 1C 6A 1B 5A 7A 5A 1B 1C

Encouragement Fund for PMR 2012 Company

MRCA Member

Applicant Name

Result

Bonia Corporation Bhd

Ms Lau Chai Yen

Ms Ng Mei Liit

8A

City-Link Express (M) Sdn Bhd

Ms Wong Li Ling

Ms Yoong Hui Ying

7A 1B

Clara International Beauty Group

Ms Cheng Sook Wah

Mr Oon Ping Ying

7A 1B

Bonia Corporation Bhd

Mr Yap Yen Keong

Ms Yap Lee Shi

8A

One-AP Design Agency Sdn Bhd

Mr Alan Pang Fooi Fah

Ms Pang Evon

8A

Poney Garments Sdn Bhd

Ms Tan Chee Oon

Mr Chua Jia He

7A 1B

Poney Garments Sdn Bhd

Ms Angelina Yeo Chai Hong

Ms Celeste Lim Ying Hui

7A

60 ∣MRCA NEWSLETTER∣Vol 1 No 2

At the monthly meeting in May, students who performed well for the UPSR and PMR examination in 2012 were awarded a token when their hard work paid off!

MRCA would like to say a big ‘Congratulations’ to all the excellent students. And keep up the good work! MN

Introducing the NEW Compact SUV

Mitsubishi ASX facelift

M

itsubishi Motors Malaysia (MMM) the official distributor of Mitsubishi Motors vehicles in Malaysia, has officially launched the new ASX facelift. This stylish compact SUV now comes with a refreshed exterior incorporating a new front grille design.

Driving comfort and convenience is enhanced with standard features that include panoramic glass roof, auto rain and light sensors, GPS Navigation with Bluetooth and iPod connectivity. Other standard equipment in the ASX includes keyless entry with pushstart operation, auto retractable side mirrors, auto cruise control, leather seats, automatic air conditioning, 17” alloy rims, paddle shifters, cruise control, coloured LCD Multi-

Info Display and a 2-DIN touch screen entertainment system. To aid parking and reversing, the ASX comes with both front and rear sensors as well as a rear view camera.

For optimum performance, the ASX is equipped with 2.0-litre 16-Valve inline-4 DOHC MIVEC (Mitsubishi Innovative Valve timing Electronic Control), as well as INVECS-III CVT transmission with 6-step sports mode that’s quiet, efficient and eliminates the harshness and power lag of conventional gear changes. The vehicle is capable of a maximum output of 150 PS at 6,000 rpm, with a maximum torque of 197 Nm at 4,200rpm.

The ASX is the most fuel efficient compact SUV in its class boasting 13.2km/liter

(tested and verified by Paultan.org) making it an ideal ride who those who are always on the move. For added safety, the ASX comes with standard Active Stability Control (ASC) and Hill Start Assist (HSA) - to make it easy to start off on a steep uphill slope by preventing the vehicle from rolling backward.

The ASX also comes with Anti-Lock Braking System (ABS), Electronic Brake Force Distribution (EBD), pretensioners and force limiters seatbelts as well as dual-stage SRS airbags plus a driver’s knee airbag.

A range of optional accessories for the new ASX are available so owners can now choose to differentiate their new ride from the rest with these three different packages:

Package

Accessories

Price (RM)

Package 1

Front Corner Extension with Daytime Running Light, Front Under Cover, Rear Under Cover, Side Wind Deflector and Large Rear Spoiler

4,599

Package 2

Rear Bumper Plate, Chrome Plated Door Mirror Cover, Tailgate Protector, Scuff Plate

1,799

Package 3

Shift Knob, Side Tray Lid, Luggage Mat, Luggage Net

899

Priced at RM 139,981.50 on the road without insurance, the ASX is obtainable in four colours White Pearl, Titanium Grey, Black Mica and Red Metallic.

For more information, visit www.mitsubishi-motors.com.my or visit a Mitsubishi dealer near you today. MN Vol 1 No 2∣MRCA NEWSLETTER∣ 61

Recipe І Chef's kitchen

Chef's kitchen І

Chef’s kitchen

Sharusmizal Salleh, Chef de Cuisine of Urban, Hotel Istana, strikes a Spring deal with the season’s ingredients for a sublime fare that is worthy of an encore.

STRAWBERRY RHUBARB TART

A Spring time favourite, the combination of tart rhubarb and sweet strawberries bring a toothsome sweet luxury

Serves approx 4

Ingredients Filling

• 1 cup sugar • 1 pound fresh rhubarbs } chopped • 2 pints fresh strawberries } sliced

Pastry

• 300g flour • 125g unsalted butter

METHOD Filling

Pre-heat pan. Caramelise sugar, rhubarbs and strawberries.

Pastry

• Whiz flour, butter and a pinch of salt in a food processor until the mixture resembles breadcrumbs.

• Add a tablespoon of water at a time, until the mixture comes together to form a smooth ball. The amount of water depends on the flour. 3 to 4 tablespoons should suffice.

• Wrap the dough in plastic wrap and refrigerate for 30 minutes before rolling it out. This is done as the gluten in the flour needs to rest or the pastry will shrink when baked.

• Lightly flour your work surface and roll out the dough, rotating at a 90º angle every few rolls. This is done until the dough is about 1 or 2 cm thick.

• Lightly grease a 22cm loose-bottomed, fluted tart pan. Gently fold 3 sides of the dough into the centre and place the dough over the tart pan, making sure the edges are in the middle of the pan.

62 ∣MRCA NEWSLETTER∣Vol 1 No 2

Recipe

MODERN CANARD á l’ORANGE

A classic French favourite with a modern twist

Serves approx 4

Garnish

Orange Confit

METHOD

Sage Oil

• 2 tbs balsamic vinegar • 2 tbs sugar • 2 cups brown duck sauce • 1 cup orange juice

• Remove all but some of the skin from the meat.

• Rub meat with the citrus marinade.

• Vacuum pack the meat and slow cook in warm water (57ºC) for at least ½ hour.

• Just before plating, take the meat off the bag, pat dry and flash sear, fat-side down.

Garnish

Orange Confit

Gastrique Sauce

Ingredients

4 duck breasts (about 15g each), cleaned • Unfold the dough, allowing the excess pastry to drop over the sides. Press the dough into the corners of the pan.

• Lift the overhanging pastry and press it into the side edges of the pan. When all the pastry is pressed into the sides and base, run your rolling pin over the top edge of the tart pan. The pan’s sharp edges will trim off any excess pastry. Keep the excess pastry to patch any holes after baking • Refrigerate the pastry for a further 10 minutes. Again, this is to prevent the pastry from shrinking during the baking process.

• Pre-heat the oven to 180ºC. • Cut a sheet of baking paper, slightly bigger than the tart shell, and place in the shell.

• Fill the shell with rice or pastry weights and bake for 10 minutes.

• Remove the paper and the weights and bake the shell for a further 5 minutes.

Citrus Marinade

• 4 tsp orange zest • 1 tsp lemon zest • 2 tbs sugar combine • 1 tbs white pepper • 1/3 cup salt

Gastrique Sauce

• 4 oranges (segmented) • ½ cup simple syrup • ½ tsp white wine vinegar

Sage Oil

• 1 cup olive oil • 1 handful sage leaves

• 8 beetroot } diced • 6 asparagus • 6 baby potatoes } halved • 3 baby carrots } peeled • 1 sprig sage

Duck Breast

• Lightly caramelise sugar and balsamic vinegar.

• Add orange juice and brown stock, reduce till you get a sauce like consistency.

• Bring the simple syrup and white wine vinegar to the boil.

• Add orange segments.

• Remove from heat and allow to cool at room temperature.

• Heat olive oil and infuse it with sage.

• Remove from heat and allow to cool at room temperature.

• Process it with a hand blender, pass it through a drum sieve and pour it into a micro squeeze bottle.

• Steam the diced beetroot, baby potatoes and baby carrots.

• Blanch the asparagus.

To Serve

• Place the duck, crispy side up, on a plate.

• Neatly arrange the vegetables and orange confit around the duck.

• Drizzle gastrique sauce and sage oil.

• Serve at once. MN

To Serve

• Gently put the rhubarb and strawberry filling into the tart shell.

• Serve at once.

Vol 1 No 2∣MRCA NEWSLETTER∣ 63

Travel І Macau

Macau І

Travel

accidentally stumbled into one of the many fascinating labyrinthine alleys that the main cobbled strip branches out into-a hidden rabbit’s warren of tiny apothecaries and traditional shops crammed floor-to-ceiling with ginseng, dried seahorse, shark’s fin and all manner of premium Chinese delicacies.

Rustic Charms Travellers yearning for more of the old Macau should hightail to Taipa. Connected to the Peninsular by three bridges and just a 30-minute bus ride away, it’s mainly a transit point for travellers en route to the glitzy casinos at Cotai Strip – for now.

A half-day spent exploring its nooks and crannies can yield unexpected rewards.

MACAU:

Where East Meets West

There’s more to this self-styled Las Vegas of the East than gambling, ALEXANDRA WONG discovers.

I

’VE busted myself to graduate summa cum laude from the school of no-frills backpacking, so I was not exactly thrilled when mum announced our next family holiday destination: Macau.

From muddy jungle treks, vertigo-inducing limestone pinnacles, and raging rapids … to this? Noooooo, my inner hobo screamed.

But there was no fighting the juggernaut that is mother. She had her heart in the right place, anyway. Following our first visit to the United States which included a two-night stay in Las Vegas over Christmas, mother had sworn to take my dad to the Venetian Hotel someday.

Her chance surfaced when the Venetian Macau made its debut. Grumbling all the way,

64 ∣MRCA NEWSLETTER∣Vol 1 No 2

I reluctantly signed up for a family trip that would include my cousin Boon, my dad, my aunt and mother. This would be such a fiasco, I thought.

The first seed of doubt was planted by a most unlikely source, Tin Man author Bobby Yin. In one of his missives, he noted, “You can’t go to Macau and not visit the casinos. Macau’s turnover from its casinos has surpassed Las Vegas’ and so have the size and decadence of its casinos.

The biggest of them all is The Venetian. It’s acres of marble, travertine and carpets, a galaxy of crystal chandeliers, hundreds of slot machines and green baize tables with busy dealers. I can say from having visited

Reno, Missouri and Las Vegas that Macau is bigger and better than all those three put together.”

Words of approval even from an inveterate bohemian. Could I be wrong about Macau?

A GLORIOUS PAST A day after we fly into the Macau Peninsular (the Macau Special Administrative Region of the People’s Republic of China consists of the Peninsular, Taipa and Coloane), we tackle Senado Square. This enclave of 30 historical landmarks, collectively dubbed the Historic Centre of Macau’s World Heritage Site, is a living testimony to its Portuguese colonial legacy, which has shaped an

There’s plenty to see, eat and buy at Sau Sun Kai, the touristy “souvenir” street; it’s flanked with the usual suspects that you would have encountered in the mainland, such as pastry makers Koi Kei, Choy Heong Yuen and others. Walk a little further on beyond the main drag and you’ll encounter a whole new side of Macau: a picture-perfect, pedestrianfriendly maze of genteel restored houses, flower-festooned streets and even quirkier shops, worlds apart from the frantic buzz of the Peninsular. architectural heritage of cobbled streets, baroque churches, stone fortresses, Art Deco buildings and lush gardens.

A cobbled walkway winds past museums, churches, old mansions and pastel-coloured houses.

International-brand boutiques and makeup outlets jostle with fragrant pastelarias (local bakeries specialising in almond cookies, Portuguese egg tarts and other delectables) for the tourist dollar. Along the way to its most famous landmark, the St Paul’s Ruins, coquettish local girls from food souvenir shops buttonhole you with tantalising strips of barbequed meat. Yes, it’s unabashedly touristy, yet Senado Square is also one of the most efficiently-run, well-appointed tourist attractions I’ve ever visited. Sites are clearlylabelled, washrooms are clean, and the governmentrun Tourism Information Centre is well-equipped with useful maps and information booklets.

Among the kitsch and cliché, there are gold nuggets to be unearthed. We end up spending half a day instead of the three hours we had initially planned; we Vol 1 No 2∣MRCA NEWSLETTER∣ 65

Travel І Macau

Macau І

Its workforce is the equivalent of a small town’s population – at last count, about 12,000 people.

Bobby Yin wasn’t exaggerating. In comparison, Las Vegas is positively puny.

The Venetian Hotel, the second largest building in the world, is the crown jewel among a cluster of mega-resorts on Cotai Strip, a 5.2km sq tract of reclaimed land that connects the islands of Taipa and Coloane. We check into the sumptuous Bella Suite, which costs a cool HK$2398.

The sprawling suite, with two queen-sized beds, a sunken living room, a spacious bath area and two flat screen televisions, is big enough for five of us.

We discover Antonio’s, a Michelin-starred Portuguese tavern ensconced within a pastel-coloured shophouse. At the encouragement of the generous proprietor, we sample at least half a dozen melt-in-your-mouth meat floss-coated balls of puffed rice at Yat Heng Tong Bakery, before sheepishly shelling out for a few bags to take home as souvenirs. And unable to resist the tagline“When cold, it’s like ice-cream. When it starts melting in your mouth, it’s like mousse”-we somehow find room for serradura, a milk-based Portuguese dessert sold at a quaint bakery of the same name.

Before we set foot into Macau, we’d been told that its rich historical past as a former Portuguese colony and thriving trading port had endowed it with a melting pot of superb cuisine. Judging by our supremely satisfied palates, even we Malaysians – who hail from a food mecca ourselves-

must acknowledge Macau’s high rank in the totem pole of culinary havens.

Casino country Venetian Macao is our abode for the penultimate two days of our holiday.

Wondering, somewhat worriedly, if all the hype is justified, I trail my troop into the reception area.

Since we can wander in and out of the casinos at all hours of the day so long as we’re decently attired, we navigate through acres of baccarat tables, play “hungry tigers” (local slang for slot machines) for a lark, and stop occasionally to grab free-flow coffee and tea from poker-faced waitresses. We quickly realise that here, the 3,000 all-suite guest rooms, one million square feet of Grand Canal Shoppes, 1.2 million square feet of convention and meeting facilities and a purpose-built theatre play second fiddle to the casinos.

A ceiling of eternally blue skies makes sure that we lose track of time in this wonderland, not that it matters. When you’re in the throes of casino fever – like the Chinese punters who make up 53 per

Travel

cent of Macau’s 30 million annual tourists – does it really matter if it’s night or day?

A Shining Future On our last evening, we walk across to the City of Dreams, an entertainment resort outfitted with chic restaurants, high-end retail space and swanky clubs.

Taking a cue from the waves of tourists, I stroll – or rather am propelled by the human tide – into The Bubble, a high-ceiling audiovisual room where light-and-sound extravaganza called “Dragon’s Treasure” is playing. Despite my initial reservations at the cheesy name, I’m blown away. The special effects-laden enactment of Macau’s meteoric rise from sleepy fishing village to one of the world’s richest countries, is nothing short of stunning.

As the crowd ‘oohs’ and ‘aahs’, the words of our guide at Senado Square hit me with fresh impact.

“Macau has a history longer than Hong Kong,” the English-speaking Ellen had said. “We speak Chinese, Portuguese and English here. We have been ruled by the English – that’s why we have 13 churches-the Portuguese, and at one time our land was highly coveted by the Dutch.

“Our government pumps the money we make from the casinos back into the soil so its people can live comfortably. Do you see buildings that are older than 30 years old? The government will give the residents money to move into new homes and start a new life.

Our country is very rich.”

Initially I had thought her words bordered on boastful, but not anymore. It is pride, plain and simple – and well justified. The monoliths at Cotai Strip are more than playgrounds for the rich or symbols of decadence; they are a shining homage to the hard-won prosperity that its people have worked for centuries to attain.

As the show climaxes with a dramatic tableau of Macau’s skyscrapers rising out of the ocean like a dragon, I feel the last vestiges of my initial misgivings drain away. MN

We freeze in our tracks. I notice Dad’s head is tilted up towards the ceiling. I follow the direction of his gaze. A replica of Giambattista Tiepolo’s “The Power of Eloquence” stares down from the dome.

Below, eager shutterbugs and tourists are crowding around a gleaming replica of the Armillary Sphere, an ancient instrument used to study the stars. A wave of gold seems to radiate from the walls.

From chandelier-bedecked McDonald’s to miles of man-made canals plied by Volarecrooning gondoliers, no expense has been spared to create this over-the-top edifice.

The 10.4 million square feet floor area equals the size of two Tiananmen Squares.

The interior décor includes three million sheets of gold leaf. The size of the resort is equivalent to 56 American football fields.

66 ∣MRCA NEWSLETTER∣Vol 1 No 2

Vol 1 No 2∣MRCA NEWSLETTER∣ 67

Talkingpoint

How important is the store environment to the NEW consumer?

H

uman beings are engaged by visual attractions to new things and Marrybrown’s bright colourful interior designs show that we are youthful, trendy and an exciting place to be for teenagers, young families and the young at heart. Coupled with large posters of delicious and crispy juicy chicken, fabulous burgers, delicious MB Nasi, fun fries and specialities wraps, we aim to trigger hunger and convince customers that Marrybrown is the best place to satisfy their cravings. The clean and efficient store environment says to new customers unconsciously that our food is prepared safely with the highest hygiene standards and served quickly.

Joshua Liew

Business Development Manager Marrybrown Fried Chicken Sdn Bhd

W

e believe in ‘Fooding’ where food + feeling is important.

Restaurant environment or ambience is essentially a sensory experience when diners are enjoying the meal. The good smells and flavours from the food coupled with the comfortable yet cozy ambience will bring along a good quality dining experience.

Koh Choon Hong

F&B Manager Purple Cane (M) Sdn Bhd

Inspiration for the

ENTREPRENEUR'S soul Innovation distinguishes between a leader and a follower.

- STEVE JOBS

As long as you’re going to be thinking anyway, think big.

- DONALD TRUMP

Some people dream of great accomplishments, while others stay awake and do them.

- ANONYMOUS Success is liking yourself, liking what you do, and liking how you do it.

- MAYA ANGELOU

I will tell you how to become rich. Close the doors. Be fearful when others are greedy. Be greedy when others are fearful.

- WARREN BUFFET