MRCA NEWS - Retailing : Franchising : Branding - Vol.2 No.1 by MRCA Malaysia Retail Chain Association

LETTER

RETAILING | FRANCHISING | BRANDING VOL 2 NO 1∣ WM RM8 / EM RM10

“Business is not something you learn from a textbook. You learn it from personal experience.” ----------------------------------------------

Dato’ Dr. KK Chai Executive Chairman, KK Group of Companies

KK Group Thrives On Business Diversification MRCA IN ONE CITY New Year, New Space

FINDIT MALAYSIA Go Mobile, Get Results

THE ULTIMATE SHOPPING DESTINATION

YB Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Minister of Tourism and Culture

OSIM uShape

Let’s get into Shape

你懒得动它帮你动

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Slender waist

Toned legs

Contents Pg4

Pg6

Credit Page MRCA Board Members & MPH

Pg8

From the President Message from President of MRCA, Dato’ Nelson Kwok

MRCA Member’s Logo Page

On The Cover

When Diversity Breeds Business Success Dato' Dr KK Chai, KK Group tells us how it all began and how he's managed to own and operate such a popular supermart retail – chain store

Focus

FindIt Get more returns out of your marketing budget with this new location based service

The underrated marvel of design Invest in good design and elevate your brand

Earn your customers' loyalty through service by quality Offering high quality service will retain your old customers and win you new ones

∣MRCA NEWSLETTER∣Vol 2 No 1

Beating the clock No mess, No Fuss, Quick Cut Hair Salon offers 10 minute hair cuts

The ultimate shopping destination YB Dato' Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Minister of Tourism and Culture speaks about the success of the Malaysian shopping industry

Courtesy Visit

Tan Sri Dato' Sri Clement Hii

Talking Point

The Journey Of Malaysia's Shopping Mall Industry – Celebrating 30 years

Gallery

• Chinese New Year Banquet 14' • New Year, New Home – MRCA's new office at Sky Park One City • Wise words to live by – An afternoon with Tan Koon Swan

Limelight • • • • • •

Bandar Seri Sendayan PKNS KIP Mart Mall Of Malaysia BERJAYA UCH Tyco Retail Solutions

New Members • • • • • •

EV World Hotel Kerjaya Prospek Group KTS Cellular Mydin Tan Chia Min & Partners Thinkscape

For The Record • January • February • AGM March 14'

LaunchPad

• Retail mathematics made easy • 60 Minutes to make a good brand epic • Challenging the summit

Updates Secret Recipe

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34 36 38 40 42 44

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Vol 2 No 1∣MRCA NEWSLETTER∣

LETTER

MRCA IS PUBLISHED BY

Malaysia Retail Chain Association

A-5-2, 3, 3A, Level 5, Block A, Sky Park One City, Jalan USJ 25/1, 47650, Subang Jaya, Selangor. Tel: 603- 5882 4333 Fax: 1 700 810 950 Website: www.mrca.org.my

MRCA NEWSLETTER IS PRODUCED FOR MRCA BY

MPH Group Magazine (M) Sdn Bhd (771396-H)

Lot 1, 1st Floor, Bangunan TH, No. 5 Jalan Bersatu, Seksyen 13/4, 46200 Petaling Jaya, Selangor DE, Malaysia Tel: 603-7960 7334 Fax: 603-7960 3278 E-mail: magazines@mph.com.my

MALAYSIA RETAIL CHAIN 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

Deputy President Dato’ Liaw Choon Liang JP Focus Point Holdings Berhad

President’s Advisors Tan Sri Dato’ Sri Clement Hii Dato' Sri Low Jee Keong Dato’ Dr. Jennifer Low JP

Vice Presidents Dato’ Dahlan Mohd Rashid DR Group Holdings Sdn. Bhd. Dato’ Garry Chua Rotol Food-Chain (M) Sdn. Bhd.

Founder President Dato’ Eddie Choon Poh Kong Holdings Berhad Life Time Honorary President Datuk Albert Chiang Bonia Corporation Berhad

Ms Valerie Choo Grand Surf Sdn. Bhd. Secretary General Mr Andy Goh Fujihome Global Berhad

Mr Lee Hwa Cheng Sinma Jewellery Centre Sdn. Bhd.

Deputy Secretary General Ms Shirley Tay Sunrider International (M) Sdn. Bhd.

President H.E Dato’ Nelson Kwok T.T. JP Nelson’s Franchise (M) Sdn. Bhd.

Treasurer General Mr S.Y. Cheah Golden Scoop Sdn. Bhd.

Council Dato’ Dr Chai Kee Kan KK Supermart & Superstore Sdn. Bhd.

Legal Advisor Dato’ Manjit Singh Manjit Singh Sachdev Mohammad Radzi & Partners.

Datuk Henry Yip Choong Hung Dragon-i Restaurant Sdn.Bhd. Mr Lai Sia Ling Econsave Cash & Carry (PD) Sdn.Bhd.

Mr Ringo Low Ringo Low & Assoc.

Mr Ching Kok Cheong Fella Design Sdn. Bhd.

Honorary Auditor Dato’ Raymond Liew McMillan Woods.

Mr Lawrence Ooi In Sim PJ Uniform Sdn.Bhd.

Mr Ler Leong Keh IBDC (M) Sdn.Bhd.

Dato' Bruce Lim Aun Choong SEG International Bhd. Mr Ricky Thye Kok Lam Tangible Aim Sdn.Bhd. Mr Brian Tham Jee Ping Watatime (M) Sdn.Bhd. Ms Choi Wei Yee Sunlight Taxi Sdn.Bhd. Ms Seak Thean Pow Bagus Curtain Sdn.Bhd.

Advertising Enquiries

V S Ganesan / Ng Wee Ming Tel: 603-7960 4278 Fax: 603-7960 3278 E-mail: ganesan@mph.com.my

MPH GROUP

Chief Executive Officer Dato’ Ng Tieh Chuan

MPH GROUP MAGAZINE

MPH GROUP PUBLISHING

General Manager V S Ganesan

Senior Marketing and Sales Executive Lilian Ng

Chief Operating Officer Swaminathan MV

General Manager Kuah Sze Mei

Senior Editor Vimala Seneviratne Editor Aleyann Matthews Production Editor Shamsul Hidzry O Khairuddin

CREATIVE

Head of Department Amy Heng Deputy Creative Head (Magazine) Stephanie Yap Senior Creative Designers Ng Seng Chee, Ngan Pooi Kuan

Contributor Sharmila Vella

Creative Designer Amanda Fong Seok Mei

Senior Sales Manager Ng Wee Ming

CIRCULATION & RETAIL DISTRIBUTION

Sales Managers Faridah Ismail Rebecca Gun

General Manager Tai Kwai Meng

Assistant Sales Manager Shubhashnee Radha

General Manager (Finance) Kelvin Chong

Sales Executive John Reuben Kua

Manager Koh Sook Khuen

FINANCE Accountant Barbara Tay

Online Partner

Printer

MPH Group Printing (M) Sdn Bhd (142270-H) No 31, Jalan 2/148A, Taman Sungai Besi, Industrial Park 57100 K.L Tel: 603-7987 0966 Fax: 603-7984 0966 E-mail: sales@mphprinting.com.my

Distributors (Malaysia)

MPH Distributors Sdn Bhd (5048-A) Ground Floor, Bangunan TH, No. 5 Jalan Bersatu, Seksyen 13/4, 46200 Petaling Jaya, Selangor DE, Malaysia Tel: 603-7958 1688 Fax: 603-7958 1623 E-mail: distributors@mph.com.my

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 © 2014 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.

From the President All good things must come to an end and this is my consolation as I pen my last note for the MRCA Magazine under my Presidency. The journey was indeed a good one and I am very pleased with the progress the association has made in the last two years. When I took over as President, our membership count was at 170 members and as of 31st December, 2013, I am proud to say we have reached 250 members. One of our biggest milestones in the last two years is our new home at One City, and it stands as one of my major triumphs as President. Although part of our future plans, it was an opportunity that came knocking when we least expected it. And together we made the choice to accept this irresistible offer. The new office space of 5000 sqf offers you, our members more opportunity to network in the comforts of your very own space as well as send more of your employees for training and education in our new auditorium that seats over 100 people. Our grand launch was on the 18 January 2014 and part of our esteemed group of guests included children from various orphanages that had an eventful day out. In its 5th installation of the MRCA Magazine, we have on the cover Dato’ KK Chai from KK Mart who lets us in on the diversity of his business and how that has led to his retail success. Dato’ KK Chai is to be admired for his hands on involvement in his businesses and his close relationship

with his employees, a good trait of a successful leader. Also in this issue, we give a special focus to FINDIT Malaysia and I personally encourage all members to find out more so you can help your business grow even further through this revolutionary mobile application. The association has also celebrated the New Year of the HORSE with much grandeur at the Chinese New Year Dinner where Tourism Minister YB Dato’ Seri Mohamad Nazri was the guest of honour. A fun-filled night was had by all when Dato’ Seri as well as MRCA past presidents sportingly took to the stage for karaoke sessions to collect money for our building fund. We managed to collect a total of RM548, 000 that night, congratulations to all members for a job well done! I would like to take this opportunity to thank each and every one of you for showing me a tremendous amount of support in the last two years. Your kindness and patience is very much appreciated. My wish for each and every one of you is good health, prosperity and happiness in abundance. My wish for MRCA is to move forward and upward reaching heights we never knew possible. I’ve said it in the past 2 years, ‘We Can Do It’ and indeed WE HAVE! With this, I bid you adeus as your President. God Bless You.

H.E Dato’ Nelson Kwok JP

President, Malaysia Retail Chain Association Honorary Consul of the Republic of Mozambique to Malaysia

∣MRCA NEWSLETTER∣Vol 2 No 1

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245 Market Leaders & Popular Brand Names

As at 31st March 2014

Cover Story І

KK SUPER MART

10 ∣MRCA NEWSLETTER∣Vol 2 No 1

KK SUPER MART І

When

Cover Story

Diversity

Breeds Business Success

Thriving on business diversification, Dato’ Dr KK Chai, Executive Chairman of KK Group of Companies shares how it all began and how he managed to own and operate one of the most recognisable supermart retail - chain stores in Malaysia.

and Financial Future Exchange.” Life ack of all trades and master of accountancy qualification with the Chartered was good. Chai worked hard during the all. That is how one would define Institute Of Management Consultants.” week and spent his weekends driving all Dato’ Dr KK Chai’s success around the country. However, with success in the world of business. This Chai’s journey to success began as he came challenges and Chai, unfortunately, Sarawakian ‘hit the ground running embarked on a career in auditing followed lost a lot of money in stock exchange as soon as he came home to Malaysia by a full time position in the stock exchange. speculation. “It was a tough time, but I after studying hotel management in “At that time, I was the first batch of the persevered and I picked myself up again.” Switzerland. “I wanted to start my own Future Brokers in the Kuala Lumpur Option hotel, but the time wasn’t “Business is not something you learn from a From stock exchange to right so I decided to continue textbook. You learn it from personal experience.” construction, Chai didn’t my education and get an

Vol 2 No 1∣MRCA NEWSLETTER∣

Cover Story І

KK SUPER MART

slow down in his quest for success. “It was a very different lifestyle for me compared to when I was in the stock exchange. Instead of driving around on weekends, I was driving a lorry ferrying workers and building materials to and fro from Port Dickson,” he explains. Chai admits that one of the biggest challenges he faced in the construction business was the problem of the ‘credit list’. “It was hard to get people to pay up.”

“I am very excited about this collaboration as Feng Chia University, Taiwan has years of academic excellence behind them. Their graduates will provide a fresh impetus that will contribute effectively toward the expansion and growth of KK Group.” The Birth of KK SUPER MART Turning challenge into motivation, Chai knew it was time to start a business which provided cash terms. “Starting KK SUPER MART was a natural progression. My grandfather started a sundry shop in Kuching which was later taken over by my father. Retail business was in my genes,” says Chai. Opportunity knocked on Chai’s door when his brother who was working in a supermarket invited him to join the business. “In 2001 we opened our first KK SUPER MART in Kuchai Lama,” he says. KK SUPER MART was founded on the principle of catering for the masses and is considered a supermart rather than a convenience store. “KK SUPER MART is a supermart that offers a wide variety of household items at very competitive

12 ∣MRCA NEWSLETTER∣Vol 2 No 1

prices. It’s comparable to what a hypermart offers. Our selling point is that we are open 24 hours, 365 days a year. In fact, most of our outlets don’t even have front doors,” he laughs. Outlet locations were chosen based on the locality. “One of our more unique selling points is the convenience we offer through our small retail space compared to bigger supermarkets and hypermarkets where customers have to not only battle large crowds but get stressed looking for a parking space.” With 165 outlets by end of 2014 1st quater, KK SUPER MART has a strong presence in Kuala Lumpur, Seremban, Melaka and Kuching. KK SUPER MART has a total of 1,238 employees with each outlet having six to eight employees “We even have five outlets in Kathmandu, Nepal,” states Chai. With many outlets

KK SUPER MART І

under the belt Chai admits that each outlet had its unique challenges to overcome. “Business is not something you learn from a textbook. You learn it from personal experience,” Chai says. “Only then will you become a stronger in whatever business you do,” he adds.

Cover Story

Did you know? Dato’ Dr KK Chai is the new Vice President for MRCA, and is a Colonel in the Pasukan Sukarelawan (RELA) and Deputy

Building an Empire President of the Kuala Lumpur Chinese Assembly Hall. Chai defines his vast empire in one simple line, “When opportunity knocks, I open the door.” Based on this principle, in just 13 years Chai Our Employees, Our Family managed to diversify his business from our western counterparts who are One of the most difficult challenges for 10-fold and today, the KK Group champions at creating employee loyalty. most entrepreneurs is the availability of of Companies has a wide range of It is not always just about the money but reliable and trustworthy staff. “For me, businesses under his directorship. recognition and appreciation.” These include 24-Hour Super Mart, Food & Beverages, Proud to be Malaysian “Growing up in Kuching I was blessed to be Beauty & Hair, Surveillance Although he is well travelled, he surrounded by different races,all working Systems, Development & readily acknowledges that there and living together peacefully.” Construction, Fresh Mart, is no place like home. “Growing Home Deco, Manufacturing, up in Kuching I was blessed to be I treat all my employees like I would Automobile Upgrade of Services, surrounded by different races, all working my own family members. I believe in Property & Investment, Fashion, and living together peacefully. The Dayaks, the importance of establishing human Hotel, and Sport Complex. “Many Bidayuhs, Chinese, Malays, Indians and relationships and at KK group, we are people are surprised when they find other minorities are united and consider very particular about creating a conducive out that we have businesses in many themselves to be One Malaysia.” Chai working environment where our heads of different industries,” says Chai. hopes that the sentiment will spread across departments have a close relationship with However, his hands-on approach to the Peninsula and that all Malaysians their downline employees.” and passion for a diverse range of will appreciate the diversity and uniqueness businesses had guaranteed the success of the country. Chai calls on Malaysian entrepreneurs to of KK Group of Companies. “I believe place high importance on employee loyalty. we can succeed at anything as long as KK Group Gives Back “Malaysian entrepreneurs should learn we set our hearts and minds to it.” Passionate about giving back to less fortunate Malaysians, KK Group is very active in their Corporate Social Responsibility activities and went on to set up the BB Charity Society. The BB Charity Society is a non-profit organisation that reaches out to the street community in Bukit Bintang, Chow Kit and Chinatown offering the destitute a chance for refuge and rehabilitation. Special attention is paid to the homeless, drug addicts, physically handicapped, mentally challenged, single mothers and orphans in those areas. “Every year, close to the Chinese New Year celebrations, through the BB Charity Society, we distribute mandarin oranges, ang pows, mini hampers and rice to the less fortunate,” shares Chai. “We even encourage our employees as well as vendors and suppliers to be a part of this activity.

Vol 2 No 1∣MRCA NEWSLETTER∣

Cover Story І

KK SUPER MART

“Charity is very close to my heart and it is very important for me to give back to society and help my fellow Malaysians.” The Future “Of course I would like to see KK Group grow further and become even stronger,” says Chai. He describes a future that is more extensive in scale and more KK SUPER MARTS will be opened locally as well as internationally. “However, for me it is not always in the numbers but in the success and happiness within the whole KK Group.” A recent collaboration between KK Group and Feng Chia University, Taiwan, will welcome student placements where fresh graduates will be absorbed into the KK Group family where they will begin their career. “I am very excited about this collaboration as Feng Chia University, Taiwan has years of academic excellence behind them. Their

14 ∣MRCA NEWSLETTER∣Vol 2 No 1

graduates will provide a fresh impetus that will contribute effectively toward the expansion and growth of KK Group.” With vigour in his step and a constant smile on his face, Chai is ever ready to take on what life has to offer him. “I believe in seizing opportunities and I feel blessed to have a great team that has backed me up from day one,” Chai states. There is no doubt that KK Group, with Dato’ Dr KK Chai at the helm, is moving in only one direction — full throttle upward. MN

BB Charity Society - Chinese New Year Celebrations 2013

KK SUPER MART A 24/7 mini-supermart CONVENIENTLY located to serve you with a complete VARIETY of your daily need at FAIR PRICES.

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Taman Dagang, Ampang

Salak South Village, Kuala Lumpur

Taman Segar Perdana, Cheras

OUTLETS NATIONWIDE

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FAX KK SUPERMART & SUPERSTORE SDN BHD (619651-M)

Wisma KK, No. 33 & 35, Jalan 3/125D, Desa Petaling, 57100 Kuala Lumpur. Tel: +603 9057 3308 Fax: +603 9058 1808 Website: www.kkgroup.my

Focus

І Retail

FINDIT Malaysia

Go Mobile, Get Results

FINDIT Malaysia offers smart retailers mobile and online channels to reach out to customers & grow their business. Find out why this new location-based service enables businesses to get the most returns out of their marketing budget.

onsider this – in a Nielsen study, 91% of shoppers have a mobile phone within arms reach 24 hours a day. Malaysians today are using their phones to go online and decide what and where they are going to spend their money. This is why FINDIT Malaysia is positioned to enable smart retailers to reach out to these customers through its strong mobile & online presence. MRCA members can now take full advantage of FINDIT Malaysia’s growing dominance in the mobile marketing space, as the service is now the MRCA Official Mobile Local Search Service, as announced during February’s Malaysian Retailer Chain Association Chinese New Year Annual Dinner.

customers who are looking for products and services through their mobile phone. Why you should join FINDIT MALAYSIA? 1. Be Discovered Over 24 million customers will be able to view your store details, including products/ services you offer when they search on mobile phones or PC. List your store once to have a full mobile and online presence at low cost, with low management required.

other below-the-line marketing collateral. 5. Use Easy Promotional Tools The Hot Deals feature lets you attract more customers by offering targeted, limited-time deals to FINDIT users! Examples: Buy 1 Free 1 deal, Bonus Hour, Free Gift Redemption.

“As more consumers rely on their devices to make informed shopping and buying What every smart retailer should know decisions, FINDIT Malaysia will enable all FINDIT MALAYSIA is a FREE mobile & members of the Malaysian Retailer-Chains online search service that makes it easier Association to take full advantage of this for customers to find your business/service. mobile phone revolution Join FINDIT today as a " FINDIT Malaysia will enable all members of the and drive our business premium partner to enjoy Malaysian Retailer-Chains Association to take full forwards.” said Dato’ Nelson the following benefits: advantage of this mobile phone revolution and Kwok, President of MRCA. • Premium listing on “I urge all businesses to join Malaysia’s largest mobile drive our business forward." -Datuk Nelson Kwok FINDIT MALAYSIA, and & online directory service, use them to help grow our business and be made available to over 24 million customers 2. Increase Sales part of creating a vibrant, dynamic retail on the smartphone app, mobile site, Maxis Customers who are looking for a business scene in Malaysia.” he added. sms channel and website. like yours will be able to directly call you, • Access to the Deals feature, which or visit your store. Plus, with our Hot FINDIT MALAYSIA is a highly practical & functions as an additional channel to Deals feature, you can now easily offer cost-efficient mobile channel for retailers to promote your allowing your current deals, deals, promotions and other incentives to reach out to consumers. As a location-based promotions and discounts. attract customers! service on a fully-mobile medium, it enables • Geo-coded (exact) location of your 3. Insights retailers to target specific customers who are business on Google maps, so your business Get real data on who your customers are already near the location of your outlet, store location appears on easily to customers on by using FINDIT’s tracking tool, which or kiosk, and who are searching for exactly their mobile phone. They can even use the allows you to track all calls made via the kind of service / product your offer. app to guide them to your business. FINDIT and view how many times your • Advertising support & marketing listing was viewed. The FINDIT Malaysia service is direct and exposure by Maxis Berhad, Malaysia’s largest 4. Get Exposure cost-effective as retailers get targeted results telecommunications provider, including FINDIT is marketed to over 24 million for their marketing budget. It provides the direct access to over 14 million customers on Malaysians via SMS broadcasts, our social perfect platform for retailers to connect with mobile devices. media presence, our partnerships and

16 ∣MRCA NEWSLETTER∣Vol 2 No 1

Retail І MY MAXIS

4: 21 PM

100%

MY MAXIS

4: 21 PM

100%

4: 21 PM

MY MAXIS

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100%

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23 Categories Found For Search By Category

Focus

16 Deals Found Near You

Malls

Valid In Kuala Lumpur Till 30 June 2014

Advertising, Media & Promotion

Around Me

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Samba Opening Special

Valid In Kuala Lumpur Till 28 Feb 2014

Automotive

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Beauty & Health

Post an Ad (Free)

Building & Construction

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Food and Dining

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Malaysia's Biggest Digital Directory Since the service launched in November 2013, FINDIT Malaysia has already attracted a high number of users, who use its four channels - the smartphone app, mobile site, website and Maxis SMS channel to search for businesses or services around them. With over 200,000 listings of services, businesses and places, it’s currently Malaysia’s largest digital directory. Here are a few numbers of why your business should be on FINDIT Malaysia, enabling customers to find you. • Over 25,000 consumers have downloaded the FINDIT Malaysia smartphone app. • 45% of smartphone consumers use the FINDIT MALAYSIA app every month to find places around them and search for

businesses that are offering promotions.

FINDIT Malaysia Channels

FINDIT Malaysia Channels CHANNEL

ACCESS

TARGET USERS (MALAYSIA)

APP

FINDIT MALAYSIA

24 mil

MOBILE SITE

m.findit.com.my

10.5 mil

USSD SMS

Dial *200#

14 mil

WEBSITE

www.findit.com.my

18 mil

• 1.04 mil perform a search on the Maxis USSD free SMS channel every month. • The FINDIT Malaysia mobile site/wap site gets over 20,000 page views every month. MN

EXCLUSIVE FINDIT MALAYSIA – MRCA Partnership

"As FINDIT MALAYSIA is now the MRCA’s Official Mobile Search partner, all MRCA members are eligible to enjoy a special rate for listing their business on the locationbased service. The special packages are valid till May 30, 2014. For information, call Janet Chan at 012 659 6025 or log on to www.FINDIT.com."

Vol 2 No 1∣MRCA NEWSLETTER∣

Focus

І Branding

The Underrated Marvel of Design Natasha Muin, Thinkscape Group explores how investing in good design will elevate your brand.

as it transcends from being merely a so well that people are able to benefit t some point in our lives we transportation signage to a cultural from them emotionally, functionally and have probably gotten ourselves recognition of a city. What is London artistically. As the eccentric yet influential something that is designed so without the Underground? The value of industrial designer Karim Rashid puts it, well that the price of it becomes good design is rooted in what it evokes design is ‘democratic art’, for the significance immaterial. We simply get them because in people’s minds. When people are able of it is open for all people. We strive to let they are so well-designed to fit our lives. to immediately see in their Brands that do well are the ones that “Brands that do well are the ones that are mind’s eye the colours, the are instantly recognizable in people’s instantly recognizable in people’s minds.” shape, the typography of minds. Point blank, great design a design, it means that the is the result of a long, carefully design is well crafted and well thought out. brand owners know that when it comes to thought-out process. Such designs make it easy to resonate branding, investing in good design reaps with the brand. returns that far exceed the initial cost. As brand specialists, part of the challenge that Here are several reasons why design should we face at Thinkscape is that we often have to Design enforces emotional outcomes be valued. align the minds of our clients with accepting Is the first time visiting Disney Land that design is crucial to branding. The role of or getting a Harley Davidson bike Design speaks for your brand design and designers have constantly changed overwhelming? Most likely yes. Through Every little detail of the design matters with time. Today, design does not only serve design, an emotional connection is brought because the end result will be heavily to make things look aesthetically pleasing. It into existence. As much as communication judged by all sorts of people. Take allows us to explore problems creatively in is an important aspect of branding, design for instance, the underground metro order to arrive at effective solutions. Design also plays a major role in reinforcing the in London. The logo of the London has reached a point where it is possible for emotional effect of branding. Designers Underground is phenomenally iconic anyone to own things which are crafted

18 ∣MRCA NEWSLETTER∣Vol 2 No 1

Branding І

now have that responsibility to create that emotional connection through everything that they design in a brand. Whether it is designing a set, a building, an environment, a print ad, or a TV commercial, it must all be carefully crafted. Enduring brand stories are only made possible with great design.

in the possibility of being able make decisions intuitively, to identify pattern in order to strategize, and to construct ideas that have emotional implications as well as practicality.

Focus

we understand that while design is important and holds an intangible value that cannot be replicated through other means, the creation of an effective brand experience should take into consideration other disciplines.

No doubt good design is a big investment to make, but consider this. Dr. Ralf Speth, the CEO of Jaguar, believes that “if you think Design as a way of creating solutions good design is expensive, you should look at Design makes it possible to come up with the cost of bad design.” Perhaps it creative solutions. In branding, “The importance of design is manifested is time to invest in good design and design pushes the thought in many facets of any creation, be it elevate your brand. of change and innovation whenever needed. In order to consumer experience, service, product, Thinkscape Group is the first make brands appeal to people or even the built environment.” brand consultancy in the region to intellectually and emotionally, combine design, architecture and interior design. likely impact people’s experience of the we angle our thoughts in a non-linear We carry a 45-year legacy in helping clients brand. How much responsibility do they way. Through the process of design, we find clarity in their brand identity, as well as hold in creating that experience for people? start to see things in different perspectives, forge lifelong emotional connections with their Designers and design certainly play a huge allowing us to solve problems creatively. customers. Based in Kuala Lumpur, its team part in controlling how people engage Nevertheless, these solutions are not always of diverse experts collaborate under one roof to with a brand. The importance of design is overly analytical or quantifiable. The beauty serve clientele such as Samsung, Purple Cane, manifested in many facets of any creation, of problem solving through design is that we Sarawak Tourism Board, Malaysian Investment be it consumer experience, service, seek solutions through ways where we can Development Authority (MIDA), Bank Negara product, or even the built environment. push ourselves to be creative, and sometimes, Malaysia's The Iclif Leadership & Governance That being said, design is not the be all and the answers lie in creations that have yet to Centre, Gamuda Land, Sime Darby, etc. MN end all of brand experience. At Thinkscape, exist. To think in a design sense puts value Broadly speaking, designers in the branding industry must continually question themselves as to what extent their role is in creating something that will

Vol 2 No 1∣MRCA NEWSLETTER∣

Focus

І Branding

Earn Your Customers’ Loyalty

Through SERVICE by Quality By Dr. Shaheen Mansori, Berjaya University College of Hospitality & Dr. Meysam, Safari SEGi University.

lobalisation and the internet make the market more accessible and provide customers a variety of platforms to get as much information as possible about a variety of products with just a few clicks. Today’s customers can easily compare the price of different products and services via their smart phones and are able to go to the outlet which can offer them the best service with the most acceptable price.

Realisation of the importance of quality in the service industry had begun since the 1980s when supply exceeded demand significantly in many developed markets. However, the noteworthy move toward implementation and the study of service quality only kicked off in the 1990s when companies started to focus on quality

SERVQUALY breaks down the components of service into five different categories, namely known as Empathy, Responsiveness, Reliability, Tangibility and Assurance.

Why Empathy? Empathy is deep caring and understanding the customers’ feelings, situations and needs. It evokes the desire to offer help “Offering high quality services tailored that customers need by showing to the needs and demands of customers sympathy and compassion that will help retail managers keep current match the customers’ ways of customers and win new customers.” thinking, feeling or their emotions. Thus, showing of empathy by your employees through their services to the of services as the main contributor in In this scenario, customer satisfaction and customers conveys the message that “We customers’ satisfaction. One of the widely loyalty should be the main concern of any feel for you”. This factor is considerably used measurements in service industry is business that want to make a profit by important in the retail industry specially if known as SERVQUALY (Service Quality). retaining not only the current customers but also by winning new ones. Academic studies have shown that customers who are satisfied with the service, usually accept a higher price which can lead to an increase in the profit margin per customer. Furthermore, satisfied customers tend to support the company by spreading positive word of mouth (WOM) and increase the level of the businesses’ publicity via social media such as Facebook and Twitter which are more efficient and less costly (and sometime at no cost) than the traditional mass marketing campaigns. However, the fundamental question is, how businesses in the retail industry can maintain customer satisfaction, where quality of services is intangible and difficult to recover when a mistake or an error occurs. What is Service Quality? Offering high quality services tailored to the needs and demands of customers will help retail managers keep current customers and win new customers.

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Branding І

customers encounter any inconvenience while receiving services such as long waiting time, poor services by shopkeepers, etc, which can make the customers become highly emotional.

Reliability shows that you mean it when you say “We deliver what we promise”. Reliability in the retail industry refers to the promises which are made by different channels of the company such as advertisements, contract and especially the sales people. Any misleading information or oversell promises made by the sales people can create expectations that are beyond the company’s capacity to deliver which later leads to customer dissatisfaction.

Focus

knowledge of the product or services can consequently reduce the level of assurance which leads to overall dissatisfaction among the customers.

Why Tangibility? Tangibility of service addresses all your Why Responsiveness? hardware such as building, facilities, Responsiveness refers to the level of the communication channels (e.g., notice promptness in your employees’ response boards) and even employees appearance. to the customers’ enquiries by showing In other words, you are able to convey that “We will get it done now”. Providing a message that “We can present it to prompt services to customers is one of you” by providing the facilities that is the vital factors in retail business since up to your customers’ expectations and Why Assurance? the customers would expect a prompt needs. Overall, tangibility focuses on Customers’ trust and confidence in your response to their enquiries or otherwise physical environment and ambiance employees’ knowledge and courtesy possibly turn to the competitors who of the premise such as temperature, shows that they have confidence and can promptly satisfy their needs. The illumination, noise, smell, furniture, assurance pertaining to the service promptness is even more important when employees’ appearance and customers encounter failure in Tangibility of service plays a crucial role in uniforms, washrooms etc. services and take their complaint customers’ acceptance rate as it is the first Tangibility of service plays to the store managers or channel factor that is presented to customers. a crucial role in customers’ it to the customer relationship acceptance rate as it is the first management system (CRM). factor that is presented to customers. outcomes. That means you are giving Therefore, taking prompt actions If there is failure at this first step, no assurance to your customers by as follow ups to the customers’ enquiries matter how good the product or services, conveying the following message; and complaints can be a determinant customers are going to reject the offer “We are sure of what we say and do”. factor in determining the level of the and switch to a better service provider. However, lack of confidence in customers satisfaction . However, without having the other retail can occur when employees fail components of service quality, your to provide up-to-date and adequate Why Reliability? customers could still leave the business information needed by customers. Sales Reliability is related to the accuracy and very disappointed and dissatisfied. persons who do not have sufficient dependability of the provided services.

Vol 2 No 1∣MRCA NEWSLETTER∣

Focus

І Branding

Get accquinted with Service Reliability shows that you mean it when spread favourable comments and Quality, Customer Satisfaction you say “We deliver what we promise”. recommend the company to others. This is very important in retail industry and Loyalty where the competition is so high and provided services can cause dissatisfaction Satisfaction/dissatisfaction is the gaining new customers can be very costly and and disappointment. outcome of comparison between needs higher level of effort. a customer’s expectation of the quality or Customer loyalty can be established in attribute of the product/service and the many ways such as support towards a deliverance of promises by the company. certain organization by continuing to If the deliverance of the company meets patronise a certain provider which leads or exceeds the customer’s expectation then to an increment in the frequency of their the customer will be either satisfied or purchase. Loyal customers have an impact delighted. However, if the company fails on the profitability and overall success of the to meet the customers’ expectation, which organisation in two distinctive ways. could be created due to overselling by the sales people, the gap between customer First, through the continuous liaison with expectation and the quality of the actual the business by furthering their purchases and extending their relationship with the retail company by trying the new products / services offered by them. This can reduce It’s all about the experience the switching rate of current customers Finally, businesses’ should keep in mind that; to the competitors, increase the profit per shoppers do not love a store simply because customer by lowering the cost of marketing they love the merchandise; they love a store and advertising, and in turn reduce the because it touches them PERSONALLY & organization’s operating costs. EMOTIONALLY. In other words, shoppers today want a lot more out of shopping than Secondly, loyal customers tend to just buying stuff, they want shopping to have a higher level of repurchase and BE A FUN, ENGAGING AND recommendation intention. In fact, satisfied DELIGHTFUL EXPERIENCE. MN and loyal customers are more likely to

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CMY

Focus

І Retail

By Sharmila Vella

Beating The Clock

With the tagline ‘Time is Gold’, Quick Cut Hair Salon offers professional, no-frills, quick haircut service within 10 minutes at an unbelievable price of RM16. By Sharmila Vella

he concept is similar to fast food. Fast, inexpensive and done professionally, it’s ideal for people who are on the go or for those who just want to have a trim. “At Quick Cut, we introduce a more appealing concept for the mass market. With our avant-grade technology coupled with our innovative, creative and high sanitation service, we are taking the salon world on to a new level,” says Quick Cut’s Managing Director, C.H. Lim. The concept, he says, started in Japan and when it was introduced here, it became a hit with the public. “We have 17 outlets to-date and we are still expanding. We initially started in Singapore and have 40 outlets there.” He points out that Quick Cut’s mission is to provide competitively-priced personal grooming through its innovative concepts and state-of-the-art technology. “People come here to save time and money but they know that they can get a proper haircut from a professional hairstylist.” All the hairstylists at Quick Cut attend mandatory training for one week. “We select the best. All our hairstylists are professionals and they have a minimum of three years experience in this job. We do not take in fresh graduates,” states Lim. The hairstylists are trained

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by overseas instructors for proficiency expertise and to upgrade their skills so that they are in touch with the latest trends. The staff is also motivated to serve the customers better. At Quick Cut all the hairstyling equipment or gadgets such as scissors, clippers or hairdryers, are just two steps away from the workstations. When customers walk into the salon, they are directed to slot in RM16.00 into the Payment Terminal. A receipt will be printed and this receipt is given to the stylist in exchange for the haircut. They will be asked a few questions regarding the style they want. According to Lim, customers aged between 25 and 35 years tend to be more style conscious then those over 35 years of age who usually opt for a cut that is suitable for the office. “Working professionals come for a trim during lunch break and return to work since it takes only 10 to 15 minutes for a hair cut,” states Lim. Another difference between Quick Cut and other hair salons is that the haircuts are mostly dry cuts, meaning no washing or drying of your hair after the hair cut. "Instead, we use an innovative vacuum suction system that cleans the mess of

Retail І

“People come here to save time and money and they know that they can get a proper haircut from a professional hairstylist.”

Focus

stray hairs so you can go back to your daily routine right away," says Lim. As one of Quick Cut’s promises is in providing hygienic and quality services, the company had introduced the "One Use Policy" where each customer is given a brand new individual neck towel and a comb. “The neck towel and comb are for them to keep,” states Lim. Trimmed hair is removed and the work area is cleaned thoroughly within a short time. To further promote environmental hygiene, Quick Cut uses steriliser boxes to store the hair brushes and scissors. For more information, log on to www.quickcut.com.my. MN

“Working professionals come for a trim during lunch break and return to work since it takes only 10 to 15 minutes for a hair cut.”

Vol 2 No 1∣MRCA NEWSLETTER∣

Focus І Retail and Franchise

The Ultimate

Shopping Destination YB Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Minister of Tourism and Culture sits down with MRCA Magazine to highlight the role Malaysian retailers are playing in the success of Malaysia’s shopping industry as well as the ministry’s plans to further encourage shopping tourism.

malls have become not only shopping What does the ministry have planned adequate training for their staff besides havens but also entertainment hubs with to encourage and highlight shopping offering a wider choice and updated mini-cinemas, ice-skating rinks, bowling tourism for Visit Malaysia Year 2014? selection of products/services to consumers alleys, indoor theme parks, 3D theatres The ministry will focus on three main in terms of brand and style. This is etc. The continued development of massive events to encourage and highlight important in helping us to strengthen our shopping centres and malls will attract shopping tourism during visit Malaysia cause to promote Malaysia as a shopping major retail chains to operate under one Year 2014. The events are as follows: haven by providing goods at competitive roof, rather than on • 1Malaysia Grand Prix Sale “Malaysian shopping malls have become not only separate high-street sites. from 15 March – 6 April 2014 shopping havens but also entertainment hubs.” • 1Malaysia Mega Sale Carnival The Cuti-Cuti 1 Malaysia from 28 June – 1 September Campaign has seen an increase in 2014 prices and excellent service. The retail domestic tourists especially to the • 1Malaysia Year – End Sale from 15 scene in Malaysia has seen a revival in Kuala Lumpur shopping hub. What November 2014 – 4 January 2015 recent years as more modern malls are other activities are in the pipeline to being built to meet the needs of luxury encourage more domestic tourists? What can Malaysian retailers do markets and discerning tourists and Other than our three times national to further enhance their products/ shoppers to the country. Malls no longer sales campaign, the ministry also works services to cater for the demands of offer just products but also a full-scale of closely with other government agencies shopping tourism? experiences in terms of entertainment and and private sectors to highlight various Malaysian retailers should provide food and beverage. Malaysian shopping

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Retail and Franchise І

Focus

desire brand quality. With the growing recognitions such as Kuala Lumpur events and activities which tourists can affluence and changing lifestyle, tourist being ranked 4th in CNN’s survey of expect to enjoy. More than 200 activities are becoming more demanding, not only best shopping cities in the world (KL’s and events will be held throughout this of the quality of goods but year which will appeal to the “Tourists are becoming more knowledgeable the services they receive. So different interests of various and discerning and are not easily influenced it is important for Malaysian types of travellers. For instance by advertisements and promotions.” retailers to build consumer the BBKLCC World Fiesta – a retention by engaging those street party featuring processions dimensions via interactive tools and impressive winning score comes from of vibrant floats and a parade of hundreds sharing platform. MN its winning combination of high quality of costumed dancers representing the shopping, affordable prices, value for diverse colours and culture of the world’s money and reliable sales), Malaysia was different regions. also rated the 10th friendliest nation and third among the top retirement havens in CNN Travel has ranked Kuala Lumpur the world. the 4th best shopping city in the world after New York, Tokyo and London. In your In your opinion how can Malaysian opinion how has Malaysian retailers retailers further enhance their brands to positively contributed to this accolade? attract tourist buying power? I am happy to note that the retail industry Malaysian retailers must stay competitive players in Malaysia have lent much and active within the region. For support to the Government’s efforts to Malaysian brands, although they are further strengthen Malaysia’s position as already known in many parts of the world a shopping haven in this region. A clear and associated with quality and value for example is the private sector collaboration money, more needs to be done in order to to liven up the popular Kuala Lumpur stay competitive. To be competitive, they shopping precinct in Bukit Bintang to must engage directly/ indirectly to meet become a vibrant shopping destination the needs of their consumers. Tourists with top quality events and attractions. are becoming more knowledgeable and Infrastructure and facility enhancements discerning and are not easily influenced have also been implemented successfully. by advertisements and promotions. They As such we are pleased that our efforts have are price conscious but at the same time borne fruit, garnered several international

Vol 2 No 1∣MRCA NEWSLETTER∣

Gallery І Chinese New Year Dinner

Galloping Toward A

Successful Business Year 550 MRCA members and friends usher in the YEAR OF THE HORSE as one big family

agoon 2, Sunway Resort Lagoon and Spa was decked in red while playing host to 550 MRCA members and friends on the 10 February 2014 as they welcomed the year of the horse. The night was graced by guest of honour Y.B. Dato’ Seri Mohamed Nazri Bin Abdul Aziz, Malaysian Minister of Tourism and Culture. In his speech, he credited MRCA for being one of the Government’s key driving forces in shaping Malaysia’s retail industry making them a significant contributor to the Malaysian economy.

the name of raising funds for MRCA’s new office space in Sky Park One City. A grand total of RM548,000 was collected for the building fund that night. MRCA would like to wish all members and readers a happy and prosperous NEW YEAR! MN

The dinner commenced when MRCA committee members got on stage with Dato’ Seri Nazri to perform the traditonal ‘yee sang’ together, to foster prosperity and longevity. Guests were treated to a scrumptious Chinese course dinner while being entertained by various performances throughout the night. One of the highlights of the night was when Dato’ Seri Nazri charmed the crowd with his karaoke rendition of ‘Anak Kampung’ all in

1. Fortune God with our guests. 2. Standing From Left: Mr. Seak Thean Pow, Dato Bruce Lim, Dato Dr KK Chai, Mr. Ching Kok Cheong, Ms. Shirley Tay, Mr. Ricky Thye, Mr. Brian Tham, Ms. Choi Wei Yee & Mr. Lai Sia Ling Sitting from Left: Dato Garry Chua, Mr. Andy Goh, Dato Liaw Choon Liang, Dato’ Nelson Kwok, Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Dato' Eddie Choon, Dato’ Tay Sim Kim, Datuk Albert Chiang and Mr. Lee Hwa Cheng. 3. From Left: Mr. Lee Hwa Cheng, Dato' Eddie Choon, Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Dato’ Nelson Kwok, Datuk Albert Chiang and Mr. Andy Goh. 4. From Left: Dato’ Eric Tai, Dato’ B A Low, Dato' Dr KK Chai, Mr. Kenneth Lee, Mr. Kevin Ng and Mr. SY Cheah. 5. From Left: Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz singing with his staff. 6. MRCA President, Dato' Nelson Kwok 7. 24 seasons drum performance by Kids from Ti-Ratana Welfare Society. 8. From Left: Dato' Nelson Kwok, Dato' Eddie Choon and Dato' Tay Sim Kim.

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Chinese New Year Dinner І

9. Guest of Honor, Y.B. Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz. 10. From Left: Ms. Shanti Jusnita, Dato’ Garry Chua, Dato' Tay Sim Kim, Dato’ Seri Mohamed Nazri Bin Tan Sri Abdul Aziz, Dato' Nelson Kwok, Dato' Ngeow Voon Yean, Mr. Lee Hwa Cheng, Ms. Valerie Choo, Ms. Shirley Tay, Tan Sri Barry Goh and Mr SY Cheah.

Gallery

Vol 2 No 1∣MRCA NEWSLETTER∣

Gallery І New Office Opening

New Year, New Home MRCA Secretariat begin their new year with a brand new office space at Sky Park One City.

n 18 January 2014, members of MRCA celebrated the official launch of their new secretariat located at Sky Park One City. The new office is a combined office unit known as Suites 2, 3 and 3A, Level 5, Block A measuring approximately 5,158 square feet. As one of the most active associations in Malaysia, the bigger office space will fulfil members’ activities with an auditorium that now seats up to 120 pax.

to a fun day filled with activities, cosplay show, magician, performances and they ended their day with an exclusive movie screening. In line with MRCA’s focus toward the underprivileged, MRCA Branding Education Charity Foundation

Guest of honour for the event was Y.B. Senator Dato’ Seri Idris Jala, Minister in the Prime Minister’s Department who commended MRCA on its healthy expansion as well as the immense contribution of all its members in the retail industry. Other VIP guests included 300 orphans from various homes who were treated

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had donated RM20,000.00 to a few orphanages in conjunction with the launch. The event was graced by more than 800 guests that included members, senior management as well as members of the media. MN

New Office Opening І

Gallery

2 1.

3. 4. 5.

6. 7.

From Left: Dato' Liaw Choon Liang, Datuk Albert Chiang, Dato Tay Sim Kim, Dato' Eddie Choon, Y.B. Senator Dato’ Seri Idris Jala, Dato Nelson Kwok, Tan Sri Barry Goh and Mr. Lee Hwa Cheng. Left: Guest of Honor, Y.B. Senator Dato’ Seri Idris Jala, Minister in the Prime Minister's Department and MRCA President, Dato Nelson Kwok. MRCA Secretariat training room. 24 seasons drum performance by Kids from Ti-Ratana Welfare Society. Invited kids from Rumah Anak Kesayangan ku, Rumah Kasih Harmoni Paya Jaras, Ti-Ratana Welfare Society and Thangam Illam Welfare Society. A magician show for the underprivileged. MRCA Meeting boardroom. From Left: Dato' Nelson Kwok, YB Senator Dato' Seri Idris Jala, Dato' Liaw Choon Liang, Mr Lee Hwa Cheng & Miss Valerie Choo.

Vol 2 No 1∣MRCA NEWSLETTER∣

Gallery

І Tan Koon Swan

Wise words to live by The 1st series of MRCA’s CEO Networking afternoon was honoured to have Tan Koon Swan speak about how MRCA members as entrepreneurs and more importantly as Malaysians, can achieve ‘Moving Forward In Malaysia’.

ore than 100 MRCA members took time off from their busy schedule on a Tuesday afternoon in mid-March to listen to some sound advice from an experienced businessman, former politician and true Malaysian. Tan Koon Swan began the session by quoting a famous Disney cartoon. It's a scene from Alice in Wonderland. At the crossroads, Alice asks the Cheshire cat which path she should take. The cat said, "It depends where you want to go". Tan then posed the same question to the audience, “So where do you want to go?”

the retail industry has provided for the Malaysian economy.” He explains that the top economic contributors to the Malaysian economy are all “positive cashflow” businesses that attract foreign investors. “So, it is important to understand that our country is, in fact, doing very well.” Therefore, moving forward in a business capacity, he says there are lots of opportunities available to gain success in Malaysia’s

“Never talk down about your country, no matter what political party you follow.”

However, before deciding on a path to follow, Tan sets the course by laying the foundation for his audience. He begins by stating that Malaysia is a beautiful country, one that is prosperous and unique. “Never talk down about your country no matter what political party you follow.” He explains that with the popularity of social media over the last few years, Malaysians have been easily influenced and have joined the Malaysia bashing that goes on online. For Tan the saddest thing about the Malaysia today is that the many races are not united. “To move forward, Malaysians must be made aware of the importance of national unity,” he stresses. “Your country’s government is separate from your country, your country is beautiful and prosperous, don’t forget that.” Tan debunks the maliciously gossip that Malaysia is ‘not doing so well’ economically. “That’s just a rumour.” When we gained independence in 1957, our GDP was less than USD 1 billion, in 2012 our GDP was at an all time high at USD303.5 billion.” “After agriculture, the retail industry is the number two contributor to our economy. So all of you seated here today should be proud of the contribution

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thriving economy. He calls on all MRCA members to continue on their path of hard work and resilience and to push themselves even further as an association.

Tan reiterates the importance of national unity and pride. “To move forward, Malaysians must understand that it is important to reduce talking about sensitive issues as it is unnecessary. As a Malaysian first and then an entrepreneur, your overriding objective must be the peace and stability of this nation.” Tan Koon Swan was the president of the Malaysian Chinese Association from November 1985 to September 1986. He was instrumental in establishing Genting as a tourist destination as the first General Manager of the Genting Group. A wellrespected entrepreneur, Tan attributes his rise from the ashes to his faith and belief in God. MN

Limelight

І Mall of Malaysia

A Promising Shopping Mall Scene of Malaysia’s Second-tier Towns Mall of Malaysia’s aspires to be the “first mover” in the neighbourhood malls arena, writes Cerenna Manickam By Cerenna Manickam

ncreasing consumers’ appetite paired with the steady flow of tourists into the country has created a world-class reputation for the shopping mall industry in Malaysia. This aggressively booming market is poised to overtake the hospitality industry. Shopping malls are expected to emerge as the largest contributor in tourism spending by 2016 with over 35 per cent share of the pie, overtaking its hospitality peers. This rosy outlook has created an overall optimistic sentiment among Malaysian retail developers to the extent that it has prompted one retail developer to construct a fresh feasible business model to venture into this highly saturated industry. Mall of Malaysia Group, the creator of landmark shopping malls in Malaysia, is shying away from the highly urbanised city scene. William Tang, the Special Assistant to Group Managing Director of Mall of Malaysia, says the scenario of an apparent abundant supply of retail spaces

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in the main downtown and suburban areas is in total contrast to the retail scene in developing smaller towns, often referred to as second-tier towns. Positioning itself as the “first mover” in offering fully integrated one-stop neighbourhood shopping malls in these second-tier towns, Mall of Malaysia recognises the evolving needs of such patrons, all at once ensuring that the essence and feel of these medium-size developing towns are also preserved. “The markets in the second tier towns have evolved rapidly due to the exposure and ease of accessibilities to neighbouring larger towns. Consumers from medium size towns are becoming increasingly updated with the latest trend and lifestyle in the shopping malls arena. We want to be the first movers by creating shopping malls with an urban feel similar to those in larger cities in order to elevate the shopping experience of smaller town consumers,” explains Tang.

Since its humble beginnings of owning one KB Mall in Kota Bharu, Kelantan, back in 2004, Mall of Malaysia currently has six fully-integrated malls of which three are in operation; the KB Mall, Alor Star Mall and Batu Pahat Mall. He adds that four more malls are in the pipeline — SB Mall, Taiping Mall, BM City Mall and KTCC Mall. The Taiping Mall is slated for opening in May this year. When all the malls are operational, the Group’s promising portfolio will consist of a net lettable area of three million square feet by 2016. Tang further adds that locations with demographics most fitting to the company’s business model are crucial. Population of approximately 350,000 and above is the most ideal. He is confident these developments will offer tremendous spillover effects to the socio-economic ecosystem of these towns. "Each of our malls has contributed to the domestic economic growth over the years, including over few thousands of job employment, create domestic business opportunities, uplifting standard of living and enjoy better shopping environment for the people." “We intend to support the local communities, especially the small and medium enterprises (SMEs), by taking in the locally made consumable products and services. In extension, for our upcoming Taiping Mall for example, we have partnered with the Northern Corridor Implementation Authority (NCIA) to rejuvenate Taiping as a tourist destination and Heritage Town. With the integrated presence of our retail shopping mall, a 4-star international Novotel hotel, banquet and convention halls, will offer tremendous job opportunities for the locals,” says Tang. Mall of Malaysia will leverage on the business and the readily-available pool of customers of its sister company, The Store Corporation Berhad, which owns a number of hypermarket and departmental stores. Pacific Hypermarket and Pacific Department Store, one of the subsidiaries of The Store Corporation Berhad, will be made anchor tenants in the integrated shopping malls owned by Mall of Malaysia. Moving forward, the Group aspires to be the largest developer of one-stop shopping malls. There are also plans to build and operate more landmark shopping malls in Malaysia. MN

Limelight І BERJAYA UCH

In The Business of

Business Education

BERJAYA University College of Hospitality (BERJAYA UCH) inspires the future elite with a Master in Business Administration.

Registration for April 2014 now open!

Bursary Grants worth RM1000,000 for first 100 successful applicants.

ERJAYA University College of Hospitality (BERJAYA UCH) holds true to its commitment toward innovative and lifelong learning through their homegrown postgraduate programme, Master of Business Administration (MBA). The programme caters for students who wish to obtain a postgraduate qualification in the field of Business and Management.

This programme is backed by the BERJAYA group of companies – one of Malaysia’s largest and most diversified conglomerates. The company’s executives form part of the pool of resource talent that gives this programme a unique edge over other postgraduate courses. BERJAYA UCH was established as a niche education institution of higher learning, dedicated to specialising and championing the growth and development of the Hospitality, Tourism and Services industries. A significant part of the

Offering modules in the areas of International Business, International Hospitality Management and International Tourism, the The programme is designed to provide students programme is designed with a solid knowledge of business as well as the to provide necessary technical skills in a business scope. students with a solid knowledge of business as well as BERJAYA UCH teaching approach is the the necessary technical skills in a business Immersion Methodology where there is an scope. Students will have a chance to integrated community classroom space for cover a wide area which will include students to learn and apply their knowledge leadership, human resource management, and skills in real-life situations. This information technology, finance, approach depends greatly on the innovative economics, marketing, and business ethics. academic curriculum, delivered both inside Electives in the areas of International and outside of the classrooms, which are Business, International Hospitality, and both academic and career-focused, and is International Tourism are also offered. based on the ‘Learning by Doing’ principle.

42 ∣MRCA NEWSLETTER∣Vol 2 No 1

BERJAYA MBA programme has three intakes per year – January, April and August. Classes are conducted on the weekends and in the evening, after office hours. Duration of the programme is one year full time and 2 years part-time. A recognised bachelor’s degree, preferably with a 2-year work experience and proof of English language proficiency are required to enter the programme. Candidates without a bachelor degree but with significant work experience may also be considered for entry. Visit www.berjaya.edu.my for more info. MN

Limelight І Tyco Retail Solutions

When Alarm Bells Go Off Electronic Article Surveillance (EAS) Proven to Cut Shrink and enhance customer shopping experience.

ost consumers are familiar with Electronic Article Surveillance (EAS). Most people have seen or been that shopper who walks happily out of a department store with the security tag on a newly purchased garment still activated? Suddenly you’re stuck, deer-inthe-headlights style while the tag triggers an eardrum-splitting tone that lasts until Security comes to the rescue. A recent study indicates that this technology can have a significant effect on reducing shoplifting—otherwise known as inventory shrinkage—in grocery stores, as well. This is a big deal, because food retailers report that they lose billions of dollars per year due to inventory shrinkage which includes check and gift card fraud, employee theft, vendor fraud and organized crime as well as shoplifting.

The Sensormatic brand Acousto-Magnetic (AM) label sourcetagged for products in the health, beauty and cosmetics category, which is a target for shoplifters.

The six-month Tyco trial took place between April and November 2012. Two categories of inventory—general merchandise and health and beauty care—were tagged with Tyco’s AcoustoMagnetic tags. The tagging was done by the manufacturers or at the grocery chain’s warehouse, relieving store personnel of that time-consuming task. Manual inventory counts were done at the beginning and end of the six-month study.

changes during the same period. Return on investment was achieved in less than 12 months. Other benefits included a “halo effect;” the deterrent effect of tagging some merchandise seems to spill over to untagged products, reducing overall shrinkage.

The system also resulted in improved inventory management and ultimately, a better consumer experience, Jayaraman added. “If you can ensure that a product is not stolen, you don’t have products that are out The study was sponsored by Tyco Retail of stock,” he said. Out-of-stock situations due Solutions and conducted by IDC Retail Leslie Hand, research director at IDC, to theft are not picked up by an inventory Insights, examined the effects of EAS compared inventory shrinkage for the test management system that works by recording technology at a major grocery chain. and control stores during the six-month sales. “You don’t know if you are out of stock study with the two prior six-month inventory and you don’t reorder until you physically do Electronic Article Surveillance technology cycles. The results? The EAS technology an inventory count,” he said. “has been so trusted by retailers "If you can ensure that a product is not stolen, “When products are missing for so many years,” said Ramesh you don’t have products that are out of stock." from the shelves, it has a ripple Jayaraman, Vice President, APAC, effect and it affects shopping Tyco Retail Solutions. “EAS experience.” Ultimately, EAS technology technology started in the apparel industry and produced a dramatic 79 basis-point reduction turns a negative shopping experience into a found its way into the grocery marketplace in inventory shrinkage in the tagged product positive one. MN with the introduction of Acousto-Magnetic categories compared with control store net technology, which was capable of protecting theft-prone foil packages and liquids.” Retailers can now tag a wide variety of products, from meats to wines and spirits to high-end health and beauty care and general merchandise items. “Packaged goods are tagged with rectangular styrene tags containing two parts,” he explained. One part is the resonator that triggers the eardrum-splitter when the item passes through a security pedestal without being deactivated first. The other is the on-off switch that deactivates the resonator when it is scanned for purchase at checkout. It’s invisible to the typical law-abiding consumer, but it screams bloody murder when unscanned merchandise passes through the pedestal.

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Department stores have long used security systems like the Sensormatic Ultra Exit EAS system shown here. More recent labeling techniques have enabled grocery stores to use them too.

New Members І EV World Now everyone can stay at EV

World Hotel

with all the amenities of a conventional hotel, such as en suite bathroom, TV, airconditioning, hot water shower and WIFI. Here at EV World Hotel, all guests who stay with us will be provided with free breakfast. We also offer a member card to royalty customers. With 13,000 members from across the nation in our database, we are confident that our hotel expansion plans throughout Malaysia will be well received. Group CEO, Khoo Kok Keong Share your brand’s inception and growth First established in 2009, EV World Hotel Group is a budget hotel business. “Everyone can stay” is our tagline. We have enjoyed a steady growth since then, and as a testament to that, we now have nine hotels in the Klang Valley and the state of Pahang. What is your current presence in Malaysia? Our chain of hotels provides a comfortable setting for both business and leisure travellers

What kind of training and support do you offer your brand? In order to ensure the best customer service experience consistently for our guests, we provide various forms of training for our team. All our employees are first and foremost trained to adhere to best operation practices using the industry Standard Operating Procedures. Where do you see your brand in the next 5 years? Our goal is to expand to most major town/city in every state of Malaysia. To achieve this target we have set in motion several strategic plans for our business. A management company was set

up to manage the daily hotel operations and to implement a marketing plan for all the nine hotels. We intend to further grow regionally, through a franchise system. Finally, as a major initiative in our brand development plan is our customer royalty programme whereby our guests will be able to enjoy various benefits and earn points while staying in our hotels. MN

New Members І Kerjaya Prospek Group

Kerjaya Prospek Group has classy properties that weather time Group moved into development. The group has consistently managed to increase turnover every year with an estimated value of all projects set between RM 1 to 2 billion ringgit.

Kerjaya Prospek Group CEO, Mr Tee Eng Ho with Chief Minister of Melaka, Datuk Wira Ir.Idris Harun Share your brand’s inception and growth Kerjaya Prospek Group was formed by Mr. Tee Eng Ho, who in 2002 joined Kerjaya Prospek a modest family establishment launched in 1995. Over the next eleven years, he took on high end projects with reputable developers like S.P. Setia, E & O, Low Yat Group, UM Land & IOI Properties. With a Class G7 rating from CIDB, and successful completion of large projects, Kerjaya

46 ∣MRCA NEWSLETTER∣Vol 2 No 1

What is your current presence in Malaysia? The Group recently completed the Viridian, Cheras Idaman, a gated development of 3-storey semi-detached homes. The group is now developing high end condominiums in Setapak, Jalan Klang Lama, and Setia Wangsa in Kuala Lumpur and terrace houses in Sg. Buloh. The pride and joy of Kerjaya Group are the upcoming The SHORE Shopping Mall, The SHORE Residences, the 4-star Swiss Garden International Hotels and The SHORE Oceanarium Complex dwelling in the heart of historic Melaka. What kind of training and support do you offer your brand? Kerjaya has allocated a substantial amount for service training programmes such as managing customer care, communicating at work, business writing skills and interpersonal

communication skills. Each programme is customised for different levels of employees. For example, the managing customer care programme is for executives and managers who have to manage their subordinates. For the lower categories, more physical activities are included. At the higher level, more mental and strategic activities are planned. Where do you see your brand in the next 5 years? The company aims to be one of the best developers in Malaysia within the next 5 to 10 years. Further to that, with the advent of The Shore project, Kerjaya Group is now a member of the hospitality industry and aims to excel in this industry. MN

KTS Cellular І

New Members

KTS Cellular leads humanity to an Era of Cutting Edge Digital Technology

KTS CEO, Lim Chin San with Minister of Defence, Datuk Seri Hishammuddin Tun Hussein Share your brand’s inception and growth KTS CELULLAR was established in 1992 to provide quality mobile phone products and dedicated services for these products. KTS CELULLAR’s mission is to ‘lead humanity to an era of cutting edge digital technology’. What is your current presence in Malaysia? Twenty one years since its inception the company has grown to become one of the

biggest smartphone distributors and dealers in Malaysia, with more than 16 outlets throughout the country that specialises in various smartphone brands and accessories. Our company has enjoyed a rich history of awards as a result of our continuous efforts in improving our products and services. Between 1997 – 2011, we have been awarded the “Malaysia Top Ten Dealers” award numerous times by various reputable mobile device companies. We are proud to add to our accolades, “TOP BRANDS ASIA PACIFIC AWARD 2012” and “ANUGERAH KEDAI HARGA PATUT 2010” by the Ministry of Domestic Trade, CoOperatives and Consumerism. What kind of training and support do you offer your brand? KTS CELULLAR has established a team of staff that share the company’s enthusiasm to uphold the spirit of patience, dedication, integrity and responsibility in serving its customers. KTS CELULLAR is currently working with SAMSUNG to set up a SAMSUNG SMART

SCHOOL in Setia City Mall, which will serve as an educational platform for our consumers looking for the latest information on Samsung products and technology. Where do you see your brand in the next 5 years? Over the next 5 years, we will introduce 20 new retail and service outlets throughout Malaysia to manage the increasing market demand and recruit approximately 200 staff members to man these stores. Apart from this, we have recently diversified our business enterprise by introducing local white coffee in China. We are setting up a chain of distributors and wish to create a global presence with this brand of Malaysian product. MN

MYDIN І

New Members

Why Pay More? Buy at Wholesale Price at MYDIN Pasar Pagi in Kota Bharu, Kelantan. From this humble beginning, was born a wholesaling and retailing business popularly known as MYDIN, established in 1957.

Managing Director, Datuk Wira Dr. Hj Ameer Ali Bin Mydin Mr Mydin Mohamed, founder of Mydin Mohamed Holdings Berhad, is a man of immense talent with great business acumen. Mr Mydin inherited his business skills from his grandfather, Mr Jamal who ran the exportimport business in Penang in 1918. The business bloomed and all was going well until disaster struck the family during World War Two. They lost everything including immediate family members and wealth. At the age of 17, Mr Mydin had nothing to offer except determination, faith and perseverance. With a piece of gunny sack and plastic sheet as his capital, he started selling merchandise at the

Since its inception, the business gained popularity as a household name because of its attractive pricing schemes and extensive product range catering for the low and middle income earners. With the tagline “Why Pay More? Buy At Wholesale Price!”, MYDIN serves different market segments without compromising the Halal (permissible) status. MYDIN also established small scale business concepts such as convenience stores (MyMart), mini markets (MyMydin) and Kedai Rakyat 1Malaysia (KR1M) to cater to various categories of consumers. Its latest addition is a premium grocery store known as SAM’s Groceria.

from Perbadanan Usahawan Nasional Berhad (PUNB), Open University Malaysia (OUM), Halal Industry Development Corporation (HDC), Jabatan Tenaga Kerja (JTK) and Kementerian Perdagangan Dalam Negeri, Koperasi dan Kepenggunaan (KPDNKK). MYRA was certified by Jabatan Pembangunan Kemahiran (JPK) as the training centre for ‘Sistem Latihan Dual Nasional’ (SLDN) where staff are awarded certificates and diplomas upon completion of their training. With a diverse workforce, MYDIN also offers equal opportunity employment for the physically challenged. During the New Key Economic Areas (NKEAs) launched in 2010, MYDIN announced that it will be opening 14 hypermarkets across the country between 2011-2014. By the end of 2014, MYDIN will double its hypermarkets count to 20. MN

The MYDIN Retail Academy (MYRA) is a testimony to the company’s dedication to human development. MYRA offers 15 inhouse training programmes and conducts and coordinates training with Transformasi Kedai Runcit (TUKAR) programme, entrepreneurs Vol 2 No 1∣MRCA NEWSLETTER∣

New Members

І TAN CHIA MIN & PARTNERS

Tan Chia Min & Partners is a legal firm with a global perspective Tan Chia Min & Partners is a Malaysian law firm established on 1 February 2000 with an office in Penang and a branch office in Kuala Lumpur. The firm provides an extensive range of legal and commercial services to local and international corporations with business interests throughout this region. Its principal service areas include Litigation, Real Property and Conveyancing, Commercial and Corporate Matters, Estate Matters, Family Matters, industrial Relations and Employment Law & Intellectual Property. It also specialises in the preparation of License Agreement and Franchise Agreement; and further helps its clients apply for Franchise License. Tan Chia Min & Partners strives to be a legal firm with a global perspective and one that offers customised, practical and high quality legal solutions. To achieve this

New Members

objective, the firm focuses on three key management principles which form the bedrock of its approach. Quality of Services The firm believes in recruiting, developing and retaining the best legal professionals in the market to maintain high standard of legal services. It also engages lawyers with keen interest in business issues whose sound understanding of the climate in which businesses operate would be advantageous to the clients. Business Efficiency Tan Chia Min & Partners endeavours to achieve a high degree of business efficiency by maintaining a productive business operation that is capable of continuously generating good quality services for its clients.

Professional Integrity The firm strives to observe a high standard of professionalism, integrity and ethics that is expected of the legal profession. It believes that by doing so, it will create superior value for its various stakeholders. Over the next 5 years, Tan Chia Min & Partners wishes to gain trust and interest from people of various professions and company profiles, whereby it will be developing and marketing new areas of law including trademarks and shipping and explore new markets internationally with high growth potential. MN

І Thinkscape

Thinkscape inspires

transformation in the marketplace

Share your brand’s inception and growth Thinkscape Group 45 years of experience combined between its divisions, with an illustrious portfolio ranging from the National Mosque in the 1960s; to various brand-driven identity design, interior design and architectural work today. Our portfolio ranges for companies big and small, and spans across 14 countries and 22 cities across the globe. What is your current presence in Malaysia? Thinkscape Group is one of a kind, Malaysian-born brand consultancy that solves its clientele brand problems in an all-encompassing manner; an expert in all-round Place Branding – from brand positioning, strategy and visual identity to interior, outlet design and architecture – thus translating brand ideas to the physical world

48 ∣MRCA NEWSLETTER∣Vol 2 No 1

in a way that is meaningful, relevant and memorable to its intended customers. What kind of training and support do you offer your brand? Unlike traditional human resource training, our training comes through group synergy, creativity and our long list of successfully completed projects in our portfolio. Our team is a mash-up of best minds from different cultures, nationalities and professional training backgrounds. Therefore, we have the capacity and competency to look at customer’s problems thoroughly from all angles. At the fore front of our team and company growth is seeking to understand Malaysian geographical and cultural mind-sets, while implementing world class ideas to create the right image for each customer.

Where do you see your brand in the next 5 years? With a mission “to elevate the quality of life for all by inspiring transformations in the marketplace”, we at Thinkscape are expanding our presence and activities to not only promote our services, but also to educate the market and public at large on the importance of strategic branding, great design and the appreciation of how brands generate value at different dimensions of consumer experience. MN

For The Record

І January

January Meeting at

MRCA Secretariat Office

he January meeting was proudly held for the first time at MRCA’s new premises at USJ One City on the 23 January 2014.

Dato’ Nelson welcomed members to the new office space and thanked Tan Sri Barry Goh and Dato’ Danny Goh yet again for the once in a lifetime opportunity that managed to secure MRCA a bigger and better office space. At the meeting, he informed members that MRCA had promised to collaborate with PNS to recruit 100 Bumiputra employees to work with MRCA members, he encouraged members to participate in the collaboration.

For The Record

Chinese New Year was around the corner and Dato’ Nelson was quick to remind everyone that MRCA’s Chinese New Year dinner was to be held at Sunway Resort Hotel and Spa on the 10 February and each member was entitled to two seats and could look forward to a night full of excitement. Business presentations for the afternoon were from Top Glove, GHL Payments, Pasti Anggun and Purple Cane. Lincoln Goh from Sunrider International presented his survey on the Franchise and Retail Chain Industry here in Malaysia. Members participated in a Yee Sang before dinner in view of the up and coming Lunar New Year. MN

І February

February Meeting

hosted by Segi College

ince it was to be the last ordinary meeting that Dato’ Nelson will chair as MRCA President, he thanked members for their tremendous support the last year and 10 months. He expressed his joy at having reached his target of recruiting more than 250 members by the end of his term. Dato’ also thanked members for their very generous support toward the building fund that was collected at the Chinese New Year Dinner held on the 10 February 2014 that amounted to a grand total of RM548 000. Members were then briefed on the up and coming activities for the month of March including the CEO Networking Programme as well as the Mentorship Programme that will be conducted by Dato’ Nelson as well as Mr Lee Hwa Cheng. In April members are invited to participate in a business trip to Hong

50 ∣MRCA NEWSLETTER∣Vol 2 No 1

Kong from the 26 – 29 April but only limited seats are available. Business presentations that ended the meeting included presentations from Ninetology Marketing, Celtech Security, Millennium Land, Kerjaya Hotel and Segi College. MN

AGM І

For The Record

17th Annual General Meeting sees a change of governance On 20 March 2014, MRCA members welcomed their new President Dato’ C.L. Liaw, President/CEO of Focus Point Holdings Berhad.

eld at the MRCA Secretariat office in One City, the 17th Annual General Meeting began at 2pm after members enjoyed a scrumptious lunch together on 20 March and saw the attendance of 54 ordinary members present in accordance with MRCA Constitution 7(1). Dato’ Nelson Kwok, President of MRCA (2012-2014) welcomed members and took them on a trip down memory lane back to this day two years ago when he was elected as President. He continued to share his two year journey with the members present. Under his Presidency, there has been a special focus on increased activities for members which included 157 activities in total for 2013 which included overseas trips, seminars, trainings, charity activities and much more. “As your President for the past 23 months, the experience has been fruitful, many successful activities, public awareness about the association has been established and I have been able to expand my network of business associates as well as friends. When I took over in 2012, we had 179 members. In December 2013, I have achieved my target of 250 members,” said Dato.

No.

1 2 3 4 5 6 7 8 9 10

Members welcomed MRCA’s new President Dato’ C.L Liaw, President/CEO of Focus Point Holdings Berhad for the 2014-2016 term. An installation ball will be held at the Majestic Hotel on the 17 April 2014 to publically install Dato’ Liaw as the new president as well as all the new office bearers. MN

11 12 13 14 15

16 17 18 19

Position

Council Name

President

Dato' Liaw Choon Liang, JP

Company Name

Focus Point Holdings Bhd

Immediate Past President

Dato' Nelson Kwok Teng Toong, JP

Nelson's Franchise (M) Sdn Bhd

Deputy President

Ms Valerie Choo Yoke Shiem

Grand Surf Sdn Bhd

Vice President

Dato' Garry Chua Kah Seng

Rotol Food-Chain (M) Sdn Bhd

Vice President

Dato' Dr. KK Chai

KK Supermart & Superstore Sdn Bhd

Vice President

Mr SY Cheah

Golden Scoop Sdn Bhd

Secretary-General

Ms Shirley Tay Bee Koo

Sunrider International (Malaysia) Sdn Bhd

Treasurer General

Datuk Henry Yip Choong Hung

Dragon-i Restaurant Sdn Bhd

Deputy Secretary-General

Dato' Bruce Lim Aun Choong

SEG Internatioanl Bhd

Council Member

Mr Ricky Thye Kok Lam

Tangible Aim Sdn Bhd

Council Member

Mr Ching Kok Cheong

Fella Design Sdn Bhd

Council Member

Mr Seak Thean Pow

Bagus Curtain Sdn Bhd

Council Member

Mr Brian Tham Jee Ping

Watatime (M) Sdn Bhd

Council Member

Ms Grace Chia Hui Yen

Kluang Station F&B Sdn Bhd

Council Member

Dr Afendi bin Dahlan

DR Group Holdings Sdn Bhd

Council Member

Dato' Syed Kamarulzaman bin Dato' Syed Zainol Khodki Shahabudin

Perbadanan Nasional Bhd

Mr Liew Bin

Brilliant Merchandising Sdn Bhd

Council Member Council Member

Dr. Edmund Lee

Myortho Footcare Sdn Bhd

Council Member

Ms. Choi Wei Yee

Sunlight Taxi Sdn Bhd

Vol 2 No 1∣MRCA NEWSLETTER∣

Launchpad

І Retail Mathematics

Retail Mathematics Made Easy By Jason Teh

or a lot of people the phrase 'retail mathematics' conjures up horrifying memories from their school days. Even so, they will realize that retail mathematics is a very important part of operating a retail business. In every business there is never ending number crunching. The analysts have to look at the numbers from every angle to ensure on-going profitability. Running a retail store, or group of stores, is no different. There are many numbers that need to be analyzed regularly to help in managing the day to day business; to aid in decision making on just about everything. You just need to set the benchmark to simplify it to retail operation so that the floor staff know where and how to match it. The fact is, you don't need to be an accountant or a mathematician to make the calculations. Retail mathematics isn’t difficult. All you need to know is which numbers to use and how to interpret the results. Addition, subtraction, multiplication and division are the only functions required. Head Office personnel work with retail mathematics regularly.

52 ∣MRCA NEWSLETTER∣Vol 2 No 1

Most of their decisions are based on financial considerations of one type or another therefore retail mathematics is a major component of the background work done before most decisions involving the allocation of resources are made. Did you ever wonder why certain items in the store are not reduced in price during a markdown? You know, the items you think won't sell even at a reduced price? You and your staff may assume that your Head Office buying department missed this item because they are not in the store and don't know what's going on. Well, while that certainly could be the case, more than likely it has to do with the markdown budget they are working with. Retailers know that they will be required to take markdowns. During the budgeting, or planning process they estimate how many dollars they will lose to markdowns. When it is time to do a markdown they need to make their decisions based on that estimate because, otherwise, they will lose too much during a particular time period and let’s not forget about the flow of inventory into your store? Is it consistent or erratic? Retail mathematics is used to determine flow of inventory. Unfortunately sometimes

the numbers indicate that new merchandise cannot be sent in at a certain time. Perhaps it wasn't ordered with enough lead time to get it to your store when you think it should be there. Decisions, good or bad, are usually based on the numbers. We come across many retailers running the business based on assumption and without a proper know how in certain fields especially in the sales & marketing. You will need to ask yourself, what is the average leads, average conversion and average dollar sales for your business. If you are an enterprise running a few chain stores and your answer is that you are not sure, you might be worried about your business and why it’s not moving forward accordingly. For a full understanding of what is going on in your retail business, you need Retail Mathematics knowledge. The seminar on retail mathematics was conducted by MRCA member Mr Jason Teh on 22 January 2014 at MRCA’s new office space in One City. The seminar was attended by 40 MRCA members. MN

Thinkscape І

Launchpad

60 Minutes to Make a Good Brand Epic

n eye-opening talk on branding was organised by Thinkscape Group on the 12th December 2013 at Job Hunt, Petaling Jaya. The event entitled “60 Minutes to Make a Good Brand Epic” was exclusively organized for decision makers who are in the retail industry and also members of the Malaysia Retail Chain Association (MRCA). Speakers of the event were managing director of Thinkscape Group, John Jong and creative director, Gabriel Walter. John Jong gave an opening talk with the subject of clarity in terms of good branding. The relevancy of brands wholly depends on what its purpose is. John asserts that the very foundation of good branding is when you know “why your brand exists in this world”. He then talks about the emergence of the design economy and compromising the value of good design is no longer a viable option. Other changes that has impacted the world of branding includes digitalization, the influx of choices from different brands, corporate responsibility, authenticity as well as the weariness of advertising. In 7 steps it was mentioned that great business happens within the means of having a great brand story which translates to the fact that when there is meaning to what you do there will indefinitely be a following. A concept of the

‘6 Senses Branding’ was shared in order to illustrate the fact that sensorial, emotional and intellectual experience of a brand is very much important for a brand to sustain its relevance. On the second half of the talk, Gabriel Walter shared his insights on the changes that are happening in the retail industry. Brands need to embrace and be on par with digitalization because the advancement of it will only continue to evolve. With the excessive influence of social media, consumer behaviour becomes something that retailers must always understand and consider. He further proves his point by sharing the 5

steps to consumer experience where the act of discovery, comparison, selecting, buying and sharing products or services are all part of ensuring enjoyment and trust in brands. Old rules of retail have now become obsolete and as a result, great brands are opting for more engaging ways to connect with consumers. Walter made a strong point where he stated that brands are able to be at its best when they start comprehending consumer’s wants and also by engaging with them. Ultimately, this event was an opportunity give people insights on what the current state of branding is and what the future of it is going to be like. MN

Vol 2 No 1∣MRCA NEWSLETTER∣

Launchpad

І Challenging The Summit

Challenging The

“T

he man who moves a mountain begins by carrying away small stones.” ~ Confucius. The journey of a mountaineer is to reach all the highest peaks in the world by overcoming all the challenges of extremely high altitudes where the air is thin and oxygen is scarce while reaching the top. How can a mountain better prepare us for life? At over 14,000 feet, there’s more to learn than you would have thought. When you reach your first summit, you will feel proud. To get to the summit, you go through snow, ice and below-freezing camping conditions, using crampons, an ice axe and more layers than you ever imagined. As you climb, and especially on your way down, you will begin to realise the lessons required to reach the top and make it back down safely. You might look at the other climbers around you, slowly building your confidence and perhaps you might even ask yourself: “If others can….why not me??”

54 ∣MRCA NEWSLETTER∣Vol 2 No 1

Summit

As it turns out, the most important rules are just as relevant in the snow as they are in conquering our everyday challenges.

won’t 'summit' everyone you come across, but you will become a better person with each attempt.

When was the last time you reached a mountain summit, whether literally or in your own life?

There will always be another mountain. You are not meant to conquer them all. Past summits are simply preparing you for the next. With the right strategy, you’ll put the top within reach. When your summit arrives, you will be ready.

We face our own mountains every day. Some small. Some big. There’s always a summit we want to reach. Maybe it’s “It is not the mountains we conquer but running those few miles before work, ourselves.”~Sir Edmund Hillary making that intimidating sales call, or running your business. Goals, no 'Challenging matter what “It is not the mountains we conquer the Summit' is the size, but ourselves.”~Sir Edmund Hillary a motivational require a talk by strategy for Ravichandran Tharumalingam, success. A cold tall mountain reinforces an Mountaineer and Global Expedition approach that can convert life’s everyday Club Advisor who shares how ordinary challenges into gratifying accomplishments. people can overcome challenges in their daily life and business environment. A daunting summit is nothing more than The session was held at the MRCA a challenge. A challenge is simply an Secretariat on 26 February 2014. MN opportunity in disguise. Perhaps you

Secret Recipe І

Updates

A Win Win Partnership Secret Recipe and Fosun Announce Strategic Partnership in China

ecret Recipe Cakes & Cafés renowned for its award-winning cakes and fusion culinary delights has joined forces with Fosun International Limited to further expand their China market. During a press conference held in Shanghai, Fosun Group announced the strategic partnership agreement in building a comprehensive collaboration with Secret Recipe to expand its outlets in China. Fosun Group has invested a total of RMB210 million as a minority stakeholder in Secret Recipe. The partnership and development agreement will mark

a significant new milestone for both companies where Secret Recipe will be able to leverage on Fosun’s advantages in China, while Fosun Group will be able to invest into the Asean market through this business venture.

the largest conglomerate in China, with its extensive expertise in investmens, developments and retail, will be the best choice to catapult Secret Recipe to greater heights in China,” said Dato’ Steven Sim, Secret Recipe Group CEO.

During the press conference in Shanghai, China, Mr Guo Guangchang, Chairman of Fosun Group said “Fosun is optimistic towards the prospect of the lifestyle café industry and Secret Recipe is a great representation in this particular industry.” “We believe Fosun Group, being one of

The partnership between Secret Recipe and Fosun International Limited, is estimated to be able to develop the China market immensely, and will be able to contribute 50% to Secret Recipe China’s total group revenue in year 2015, with more than 100 outlets planned. MN

From Left to Right : (Front Seated): Fosun Tourism & Commercial Group President Mr. Qian Jiannong and Secret Recipe Group CEO Dato' Steven Sim signing partnership agreement; and witnessed by (Back Row From Left): Fosun Group Executive Director and Senior Vice President, Mr. Wu Ping, Malaysia-Shanghai Consulate General Mr. Hendy Assan, Fosun Group Chairman, Mr. Guo Guangchang, Secret Recipe Managing Director, Mr. Nicholas Sim and Secret Recipe Financial Director, Mr. Sim Leong Yew.

Tan Sri Dato' Sri Clement Hii І

Courtesy Visit

Calling On A Trusted Advisor A chat and a cup of tea with MRCA advisor Tan Sri Dato' Sri Clement Hii.

n the 24 February 2014, MRCA President Dato’ Nelson Kwok, Deputy President Dato’ Liaw, Council Member Dato' Bruce Lim and Secretariat Ms. Joanne Yau paid trusted and esteemed MRCA advisor Tan Sri Dato' Sri Clement Hii a courtesy visit at his office at SEG International Berhad. Tan Sri took time out from his busy schedule and graciously sat down for a chat on the progress and future of the association. His invaluable advice that stems from years of experience in the industry has been a guiding force for the association. MN Vol 2 No 1∣MRCA NEWSLETTER∣

Talkingpoint

What are your thoughts on

MRCA's new secretariat office space at One City?

“I

t was our pleasure to visit MRCA's new secretariat office space at One City the other day and to take a tour around the premises. I am really amazed by the infrastructure. It’s beautifully designed and I can feel how nicely it was designed for everyone’s comfort. Bentley Music wishes MRCA all the very best and it is our hope that this new premises will be a source of prosperity for MRCA.

Cathlyn Phua

Steinway & Son Malaysia/Bentley Music Sdn Bhd

y first impression of the new environment is that it has a homely and cosy feel, yet the interior design is fashionable and trendy. I look forward to more meetings and training sessions at the new office, MRCA members finally have a place we can proudly call home!

May Wong

Deputy General Manager, CITE (M) Sdn Bhd

Inspiration for the

ENTREPRENEUR'S soul “It’s fine to celebrate success but it is more important to heed the lessons of failure.” - BILL GATES

“Logic will get you from A to B. Imagination will take you everywhere.” - ALBERT EINSTEIN

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - WARREN BUFFETT

“The critical ingredient is getting off your butt and doing something. It’s as simple as that. A lot of people have ideas, but there are few who decide to do something about them now. Not tomorrow. Not next week. But today. The true entrepreneur is a doer, not a dreamer.” -NOLAN BUSHNELL

56 ∣MRCA NEWSLETTER∣Vol 2 No 1

30 Years of Excellence Vol 2 No 1∣MRCA NEWSLETTER∣

30 years PPK Malaysia

Malaysia Shopping Malls Association (PPK Malaysia)

celebrates 30 Years It is an extraordinary story of a booming industry - a story all Malaysians can be proud of.

oing from zero to hero in just 30 years, the Malaysian shopping mall industry has grown rapidly. Having started out just locally, today the shopping mall industry in Malaysia is world-ranked. Authoritative international media CNN and The Economist has ranked Kuala Lumpur as one of the world’s top shopping destinations. In fact, Kuala Lumpur secured for the second time the No.4 spot in CNN’s World Best Shopping Cities – 2012 & 2013, such an accolade to be equated with New York, London or Tokyo would not be imaginable 30 years ago. With only a handful of malls to start with in 1984, the industry has seen an exponential growth and today has over 350 shopping malls all across the country as well as in East Malaysia. This coming of age story is a result of three decades of hard work and effort that has now come to fruition. The number of Malaysian malls are expected to increase as Malaysia heads toward 2020. Many of our shopping malls were recognised by the international real estate and shopping fraternity as among the best in the world with the likes of FIABCI (Fédération Internationale des Administrateurs de Biens Conseils et Agents Immobiliers) and ICSC (International Council of Shopping Centers) conferring various industry recognitions to malls such as Starhill, 1 Utama, Pavilion KL, Sunway Pyramid and a few others. Through the years, the association has not only played a significant role at the national platform offering representation for the industry in addressing various pertinent issues but went on to play a larger role in the Asia context by collaborating with various Asia-Pacific mall associations to further strengthen knowledge transfer,

58 ∣MRCA NEWSLETTER∣Vol 2 No 1

professional networking and establish international working relationships. The industry today is globally recognised and as such Malaysian shopping malls are raising the bar even higher in an effort to bring further advancement to the industry. Intensified competition will bring about bigger challenges, however, PPKM is all ready to forge forward and upward with this highly progressive industry. The first mall association to be established in South East Asia, PPK Malaysia is undeniably a respected and much sought after mall association in Asia. Who is PPK Malaysia? The Malaysia Shopping Malls Association (popularly known as PPK Malaysia) was formed in 1984 and plays a significant role contributing to the nation's phenomenal growth in the shopping mall industry and numerous international award winning malls. PPKM's guiding principles are based on: Professionalism Managing shopping malls is a vital factor in bridging the gap between the physical development of a building and the levels of expectations by stakeholders; therefore, members of our industry have a vital responsibility in maintaining this role with utmost integrity. Networking Close networking among members of the industry will maintain the essential link to enhance the strength of PPKM with cross border alliances and international links to obtain the competitive edge. Info-Sharing Efficient exchange of trade data, ideas, information and experience among members

enhances the management skills. Trends are spotted and could be translated into beneficial propositions. Representation As the voice of the shopping industry in Malaysia, PPKM's presence is kept visible at public and private sector agencies, professional bodies and affiliated industries including in the international arena. Education & Training National, regional and international study trips are the staple activities as well as discussions, forums, seminars and conferences. Ongoing collaboration with institutions of higher learning to provide formal academic courses in the area of shopping mall management ensure that the flow of expert human resource into the industry will continue. PPKM's membership structure is well represented by a cross section of professionals in shopping mall management comprising of owners, developers and management personnel. PPK Malaysia is one of the founder members of the Council of Asian Shopping Centres (CASC) which comprises of shopping mall associations from Malaysia, Indonesia, Hong Kong, China, Taiwan and Japan. CASC was established in 2004 with the principal objectives of improving multi-lateral relations and networking of shopping malls in the Asian Region and regular annual regional conferences in member countries. The GURUS of the Malaysian Shopping Mall Industry Meet our past and present Presidents who spearheaded the association making PPKM a recognised and highly respected association here in Malaysia and abroad. MN

A well- planned and managed mall is what shoppers of today are looking forward to. It has been truly satisfying to witness the building of communities and for us to find ways and means to satisfy their ever changing needs and wants. Dato’ Ngeow Voon Yean PPK President, 1984-1987

Introducing educational courses in shopping mall management : “After just a two-day course with PPKM, mall staff acquire an overall view about complex management and add to their capabilities and credibility, increase their value and subsequently their salaries. Richard Chan PPK President, 1987-2006

With around 90% of the shopping malls in Malaysia as members, the brand that PPKM is today reflects in the delivery of its promise: “This brand has been recognised by the government, by the industry, by consumers and more importantly, internationally. Joyce Yap PPK President, 2006-2010

Stating that the growth is ‘incredible by any standards’ Chan cannot hide his pride and joy for how far the shopping industry has come: “My favourite theme is “Zero To Hero”. HC Chan PPK President, 2010-2014

Vol 2 No 1∣MRCA NEWSLETTER∣

evolution of malaysian malls DID YOU KNOW?... • In any given weekend, one in five Malaysians are in a shopping mall. • Total NLA (Net Lettable Area) of Malaysia's top ten malls is bigger than UK's top ten malls. • Half of Malaysia’s malls are located in the Klang Valley and Selangor. • One-third of tourist spending in Malaysia goes to shopping.

Malls evolution Chi naTown,Kual aLumpur( st r eetshoppi ng)

NOW

THEN

HISTORY OF MALLS • The first enclosed mall was built in Minnesota, US, in 1956. • In the UK the earliest was in Brent Cross, London, and Bull Ring, Birmingham, in 1961. • Then there was Ampang Park KL in 1973.

THE RAPID PROGRESSION OF MALAYSIAN MALLS • In pre-WW2 days there was just ‘high street shopping’. • The 1960s and 70s saw the emergence of departmental stores such as Selangor Emporium and Metrojaya. • The year 1973-74 saw the emergence of the first shopping mall, Ampang Park. • By the late 1970s there were close to ten large malls in KL’s Central Business District. • By the late 1980s the total number of malls in the country had increased ten-fold, with the entry of Japanese department stores such as Yaohan and Jusco. • The 1990s saw malls of all sizes reaching 200, and the arrival of Mid Valley Megamall (MVM), a mixed development with over a million NLA. The period also saw the birth of hypermarkets such as Tesco and Carrefour. • The new millennium ( 2000 -2010 ) saw the emergence of neighbourhood and lifestyle malls, increasing the total number of malls to 300.

GLOBALLY RANKED • Three of the world’s top ten largest malls are Malaysian - 1 Utama, Sunway Pyramid and Mid Valley Megamall. • The FIABCI Prix d’Excellence Awards (Retail Development) was awarded in 2009 to Pavilion KL and in 2011 to Sunway Pyramid.

1 Utama

AN ECONOMIC PLAYER • Malls catered to tourist arrivals of 28 million in 2013, equivalent to the local population. • Tourists accounted for close to a quarter of the RM87 billion in retail expenditure in 2012, with most of this spending fuelling the local economy. • Malls create up to half a million jobs, with a real estate value of over RM120 billion.

LOCATION, SIZE AND AGE • In terms of NLA, just over half of the space is located in the Peninsula’s central region, with 15 per cent each in the north and south regions, and the rest in the Peninsula’s east coast, and Sarawak and Sabah. • In terms of NLA, large malls dominate the industry. • Age-wise, most are ‘young’, with almost 60 per cent below ten years old, and the rest 10 to 20 years old.

• This was followed by a mixed development with a shopping mall in West Edmonton Canada in 1981. • The first mall in China appeared in Shenzen, in 1996.

Malls evolution Malls evolution

Ot herpopul armal l si nMal aysi a

Chi naTown,Kual aLumpur( st r eetshoppi ng)

Malls evolution NOW

Today’ sshoppi ngmal l s

Gurney Paragon Pe nang

THEN

Mid Valley Megamall

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East Coast Mall Pahang

1 Borneo Mall S abah

MALAYSIA TRULY ASIA, TRULY A TOURIST DESTINATION

GLOBALLY COMPETITIVE • In terms of world cities with the largest future supply of retail space, KL is in the top ten, with mega Chinese cities dominating (2013 CBRE Survey). KL was the only South-east Asian country in the top ten list. • According to an EIU global retail survey, Malaysia is a promising country for retailers, scoring very low on economic-political risks and relatively high on market potential, given its small population.

Malls evolution Ot herpopul armal l si nMal aysi a

• In addition to natural beauty and cultural diversity, incentives such as cheaper budget airlines, tourist shopping reward cards, collaboration with credit card providers, tour groups, concierge and money lending services have ranked Malaysia among the world’s top ten countries for international tourist arrivals. • In the fifteen years since 1998 tourist arrivals have shot up about fivefold, from 5 million to 25 million, and receipts seven-fold, from just over RM8 billion to RM60 billion ringgit.

Plaza Malls Gurney evolution Pe nang

City Square Mall Johor

East Coast Mall Pahang

• The merchandise has changed from non-branded local products to international brands. • Single, smaller privately – owned malls have evolved to larger corporate - driven group of shopping malls. • Malls now offer greater personal customer care.

Today’ sshoppi ngmal l s

1 Borneo Mall S abah

• Malls are now built as part of mixeduse developments (malls hotels, residences, offices etc). • E-Commerce and online shopping is fast increasing its market share

The Spring S arawak

Mid Valley Megamall

Ot herpopul armal l si nMal aysi a

Gurney Paragon Pe nang

• With economic growth and purchasing power shifting to the AsiaPacific region, more as well as larger malls are coming up in the region.

• Standard, functional mall designs have evolved to thematic and experiential ‘lifestyle’ malls.

Malls evolution East Coast Mall Pahang

Gurney Paragon Pe nang

WHAT’S IN THE FUTURE?

1 Borneo Mall S abah

1 Utama

MALL FACELIFT • About 15 per cent of malls are over 20 years old.

Malls evolution Ot herpopul armal l si nMal aysi a

• Given rapid market changes, there are plans to rebrand, refurbish and expand to compete. • Hence, the rebranding of KL Plaza into Fahrenheit 88 and UE3 into Viva Shopping Mall, expansion of Sunway Pyramid, Suria KLCC, 1 Utama and Gurney Plaza, and the addition of The Gardens to Mid Valley Megamall.

East Coast Mall Pahang

Gurney Paragon Pe nang

Gurney Plaza Pe nang

City Square Mall Johor

INTERNATIONALLY RECOGNISED 1 Borneo Mall S abah

•

2nd best shopping destination in Asia-Pacific by The Economist.

•

4th best shopping destination in the world by CNN.

The Spring S arawak

(Source: Malaysia Shopping Malls Association, 2014) Malls evolution

Malls evolution

Today’ sshoppi ngmal l s

Suria KLCC

Sunway Pyramid

Vol 2 No 1∣MRCA NEWSLETTER∣

feature

Pavilion Kuala Lumpur, the Preferred Mall on the Golden Triangle

Gleaming tall with its premium lifestyle concept and a full-spectrum shopping affair, Bukit Bintang’s blue eyed boy, Pavilion Kuala Lumpur reigns as the most preferred mall in the Golden Triangle. By Cerenna Manickam

uala Lumpur’s Golden Triangle is recognised as the heart of Malaysia’s financial and retail activities. In this ever bustling centre of the Golden Triangle, local and foreign shoppers can expect to be spoiled with an eclectic mix of choices. As one of the most saturated areas in the city, Bukit Bintang alone plays host to nine major shopping malls, all within walking distance. It is also not surprising that despite the intense competition, most shopping malls in this area have flourished over the years. With a preeminence of location already in the bag, easy accessibility is a must to ensure an upper hand. Pavilion Kuala Lumpur scores on those points. The mall is located in the central Bukit Bintang area and houses more than 500 stores spread over seven levels. An easy 5 to 10 minutes’ walk on the air-conditioned sky bridge allows shoppers to move between the city’s two most famous shopping malls — Pavilion KL and Suria KLCC.

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A building for the new century, Pavilion KL has propelled the city into the heady company of other world-renowned shopping districts. Think Tokyo’s Ginza, New York’s 5th Avenue or Singapore’s Orchard Road and you won’t be far off. Pavilion KL is both conceptually and structurally well positioned to complete the shopping experience that KL’s Golden Triangle is famous for. The Bukit Bintang area has seen many changes over the years. Flashback just 20 years ago, hawker stalls competed for space on the pavement and dingy old shops with a charm of their own were the norm. The plot of land on which Pavilion KL now sits on was once occupied by the oldest school in Kuala Lumpur, the Bukit Bintang Girls' School. Pavilion KL was built in 2007 as a worldclass mixed-use urban development comprising two blocks of luxury residences, a premium shopping mall and an office block (Pavilion Tower). It

became an instant hit. Consisting of seven precincts, Couture Pavilion, Centre Court, Connection, Gourmet Emporium, Seventh Heaven, Tokyo Street and Fashion Avenue - the newest lifestyle hub for fashion, beauty and trendy cafes. Tokyo Street which is a blend of traditional and modern experiences of Japan’s metropolis present in one of the country’s finest shopping malls is also positioned as the definitive “Tokyo” of Malaysia. The visually pleasing modernity and practical elegance of the Couture Pavilion precinct is prominent with rows of street front luxury boutiques dedicated to the world's major fashion labels. Gleaming tall in their two-level flagship outlets are brands such as Ermenegildo Zegna, Fendi, Gucci, Hermes, Hugo Boss, Miu Miu, Prada, Versace and more. A brisk walk down the walkway of Couture Pavilion, passers-by will be enchanted by a landmark, the Pavilion Crystal Fountain. It is the tallest Liuli crystal fountain in Malaysia. It is 3.6m high and 6m wide and is endorsed by The Malaysia Book of Records. This fountain accurately encapsulates the country’s “1 Malaysia” vision. It features the Bloom of Hibiscus, the national flower of Malaysia, a symbol of opulence, passion and progression. The three bowls represent the country’s multiracial culture living harmoniously in unity and ascending to signify the growing aspirations of the people. The unique charm of Pavilion KL, an international standard mall delivered with a unique Asian flavour, definitely hits the high notes of the scene. It has received numerous recognitions and prestigious awards such as ‘Social Media Excellence Award – Popular Shopping Mall Category: World Bloggers and Social Media Awards 2014; The Best Shopping Experience’: Best of Malaysia Awards 2013 Expatriate Lifestyle; and Gold Award – Tokyo Street Grand Opening, Expansion & Renovation: ICSC Asia Pacific Shopping Centre Awards both in 2012. With over 500 tenants, each infusing its personality and brand experience, Pavilion KL is nothing less than a kaleidoscope of experiences. In fact, the inspirational experiences at Pavilion KL has changed and elevated KL’s shopping scene to a whole new level. MN

feature played by trendy restaurants, cafes and clubs.

Sunway Pyramid – Heralding a Unique Shopping Kingdom Award-winning Malaysia’s first themed mall provides experience like no other!

Due to its innovativeness and service par excellence to the world, Sunway Pyramid has won several awards and accreditations: Best Shopping Mall Award in the Malaysia Tourism Awards 2012 / 2013, the prestigious FIABCI Prix d’Excellence Award 2011 under the Retail Development Category, FIABCI Malaysia Property Award for Best Retail Development in 2010, Most Supportive Shopping Mall by Malaysia Retailer-Chains Association last year, and also in 2011, 2010 and 2008 and ‘Best Thematic Decoration’ and ‘Best Promotions and Events’ under the Suburban category in Malaysia Mega Sale Carnival 2010 and Malaysia Year End Sale 2009. The mall was also conferred the Association of Professional Early Childhood Providers Malaysia (APECP) Annual Excellent Child Contributor Awards 2009 / 2010 under the Child-Friendly Entertainment Mall category. Sunway Pyramid also won the inaugural MY Branded Service Award 2009 for the best of Malaysia customer service in the shopping mall category. In 2008, it clinched the Silver Award for Development & Design, Asia Shopping Centre Award by the International Council of Shopping Centres (ICSC) making it one of the first few malls in Asia to do so.

By Cerenna Manickam

ndulge and pamper your senses in Sunway Pyramid that boasts 4 million square feet of retail extravaganza, with massive expansion and refurbishment exercise for SP3 - set to be completed by the end of 2015. Costing more than RM550 million, the expansion sees the unfolding of exciting new international brands, a varied selection of dining offerings and greater leisure pursuits, which gives shoppers an eclectic mix of shopping themes and precincts, drawing the best the world has to offer into this dedicated retail haven. Sunway Pyramid's four shopping precincts - Fashion Central, Oasis Boulevard, Asian Avenue and Marrakesh - offer a rejuvenating sanctuary for shoppers of all ages, with more than 900 shops. At Fashion Central, and take your pick from high street fashion to young

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designer lines to signature couture. No shopping experience is complete without visiting internationally renowned homegrown brands such as Royal Selangor, British India, Padini Concept Store and many more. Asian Avenue offers the latest in Asian high street trends where the energy, raw attitude and fashion that truly express today’s youth. The fabulous mix of F&B in Asian Avenue also features the best of Asian street cuisine. A Moorish paradise awaits at Marrakesh, where shoppers can discover a treasure trove inspired by the exotic bazaars and ‘souks’ of Morroco. Straddling along the entrance of Sunway Pyramid is Oasis Boulevard; a place to whet your appetite, sway to the beat and dance to the music

Sunway Pyramid’s Customer Care also provides Wristbands and Child Distance Monitor to keep parents aware of their children’s whereabouts in the shopping mall. The shopping mall has also brought its Customer Service to greater heights, introducing mall ambassadors who walk the mall and provide mobile customer service. The mall ambassadors take turns touring the mall, helping shoppers with directions to shops and their vehicles, giving assistance to disabled customers and shoppers who need an extra hand with their children or groceries, and carry certain first aid materials for minor emergencies. Sunway Pyramid is also ushering Visit Malaysia Year 2014 with a lot of promotions and activities to keep all shoppers entertained, including the Grand Prix Sale-a-Brations, Mega Sale Carnival, 1MYES Carnival, festival highlights and many more! MN

feature Pacific Place comprises mixed residential, commercial and retail space. It will have eight serviced apartment blocks, a SOHO suites block, and 48 units of three-storey shop offices, all backed by over 5,500 parking bays. The confidence of the developer is also boosted by the demographics of the area. Pacific Place is projected to serve a million people, including young and affluent professionals and entrepreneurs from nearby Subang Jaya, Bandar Sunway and PJ, within a 15-minute driving radius. About two-thirds of the population in these areas are estimated to be between 18 and 45 years, with average monthly household incomes averaging RM8,500.

Evolving

‘Out of the Box’

Concept Mall to transform Ara Damansara.

By Patrick Pillai

he residential area of Ara Damansara in Petaling Jaya is being transformed by a 16-acre mixed-use development called Pacific Place. However, what’s intriguing is its out-of-the- box concept mall called Evolve. Although there are scores of malls in the Klang Valley region, Group CEO Andy Ang of JAKS Resources Berhad, the developer, is creating something different which will draw the crowds. His inspiration for the mall comes from his business travels to growing and established Asian and European cities, especially Milan in Italy. It was his vast travel experience that inspired him to create a concept mall that will “break the mould” and offer visitors a totally new retail experience. "A central feature of the mall, which will

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have 400,000 sq feet of space to let, is to harness Malaysia’s richly diverse cultures, while blending local and international food, fashion and entertainment talent," he adds. Towards this end, he has recruited an international consultancy for branding activities and implementation of the brand concept. In addition to a grocersupermarket and gym, both confirmed, Evolve’s other anchor tenants are Logo and Foodzine. Logo will be one of the largest fashion concept stores in the world with over 100,000 sq ft on two levels offering 300 well-known global designer brands. Foodzine is the name of the food zone highlighting the best of Malaysian food. It is also Evolve’s in-house publicity channel promoting the mall’s culinary offerings.

Moreover, these areas have amenities such as colleges and golf clubs and top hotels that appeal to students, high-spenders, commuters, tourists and expatriates. The area is easily accessible to the airports and major highways - including NKVE, Elite and Sprint. The mall will sit next to the Ara Damansara Light Rail Transit (LRT) station, now under construction. The current LRT extension will see 13 new stations spanning 17 kilometres connecting Subang USJ, Ara Damansara and Putra Heights. The LRT extensions are expected to be a growth catalyst; EU and US research show that mass rail transport can increase residential values by six per cent, commercial values by up to 14 per cent, and business volume from 30 to 60 per cent. "The soon-to-be-completed KLIA2, which is expected to fly in 45 million passengers a year, will be an additional boost to retail sales," states Ang. MNH Global Assets Management is a 51 per cent held property development arm of JAKS Resources Berhad, which was listed in the Bursa main board in 2004. JAKS began in 1987 as a water supply contractor and steel pipe maker, but has since diversified into construction, property and power, with a USD 2 billion coal-fired power-plant now being built in Vietnam. In addition to Pacific Place in Ara Damansara, its other property projects in Malaysia are USJ Sentral, Pacific 63, and Pacific Star, a RM960 million six acre mixed-use development in Section 13, PJ, which will house the new Star Publications Complex. MN

feature The Customer’s Always Right The one underlying factor that ties everything together in managing the retail assets, regardless of location or size is the customers. “We’re driven by customers. Retail globally delivers the best returns for investment. However, it is the most intensive and difficult to manage, operate, and develop. To be successful, you must be customer driven,” says Brien. This customer-centric philosophy means developing close relationships with retail partners and tending to the needs and desires of all parties involved, from the customers to the shareholders – a balancing act that Brien does not take lightly.

Recognising Assets

CEO of Suria KLCC Sdn Bhd, Andrew Brien, shares his thoughts on the success formula for the Suria KLCC Group. By Syar S Alia

our business and lend our expertise elsewhere,” states Brien. This rapid growth saw the company taking over both Alamanda and the community centre, Anjung, in Putrajaya in 2009.

Suria KLCC, has been the most productive retail space in Malaysia to date. Our retail sales turnover is currently at just under RM2.4 billion and in the next 12 months we think that we’ll hit RM2.5 billion. So what we’ve done and proven here has enabled us to grow

Mesra Mall in Terengganu which is managed and operated by Suria KLCC is turning well over RM100 million and it’s got great foot traffic. "In the near future we will look into expanding that mall. We created something out of nothing over there and we changed people’s lives. We’d like to think that’s what we do — we don’t just deliver malls, we deliver experiences,” states Brien.

uria KLCC Group is a fully integrated retail asset management company, with four different shopping centres of different categories in its portfolio: Suria KLCC, Alamanda Putrajaya, Anjung (also in Putrajaya), and Mesra Mall in Terengganu. Suria KLCC is the most well-known of the assets.

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KL’s City Centre Commerce While Suria KLCC may be the most wellknown shopping centre in the country, there is always competition to consider in new developments such as the Tun Razak Exchange, as well as the potential retail site on what was formerly Pudu Jail. Despite intense, competition Suria KLCC has the upper hand of being developed as a city-within-a-city, with guaranteed traffic being driven to the area thanks to its central location and surroundings. Neighbouring buildings have been supporting the mall as opposed to competing with it. Standing Tall Suria KLCC Group has managed its most successful asset through periods of instability, including the infamous economy crisis in the late 90s. As per Brien’s accord, the past eight or nine years have proven to be Suria’s best years, with a structure for continued success well in place. Since 2004, 300 tenancies (out of 325 in 2004) changed within the shopping centre, with physical growth in installing and expanding features such as its food court, concourse and outdoor canopy. The variety at Suria KLCC makes delivering on its tag line, “Always Something New”, effortless. In anticipation of tourist arrivals for Visit Malaysia 2014, Brien hopes to see more spending. “I hope that we attract tourists who come to Malaysia with full intention to shop and go back with big smiles on their faces,” says Brien. MN

feature Wangsa Walk Mall was designed to be not only a shopping mall but a lifestyle and community centre. Among the highlights are a 400m jogging track around the complex, a landscaped children’s playground and ample facilities for the disabled. There are also TGV Cinema’s nine state-of-the-art cineplexes, Wangsa Bowl, a 32-lane bowling alley, Wangsa Leisure amusement centre, and Celebrity Fitness Centre. The mall also features a distinctive Lifestyle Avenue, a special alfresco section where shoppers and shop and dine in comfortable, skylit surroundings.

Taking Shopping Experience To The Next Level Wangsa Walk Mall provides unparalleled shopping experience with its “lifestyle shopping mall” concept.

ocated at the suburb of Wangsa Maju, Kuala Lumpur, Wangsa Walk Mall has lived up to its promise of being a “community lifestyle mall” that serves the needs of the community while providing a retail experience that enhances their modern lifestyle. Featuring more than 300,000 sq of Net Lettable Area, the mall has a total of 224 specialty outlets accommodating more than 500,000 shoppers a month. The mall opened since 2009 has about 99 per cent occupancy rate, a testament to its growing popularity as one of KL’s most prominent malls. Wangsa Walk Mall boasts a varied spread of retail outlets offering the latest in Fashion, IT, Home Living, Entertainment, Fitness, and Beauty. Its largest Anchor Tenants include Cold Storage, Popular, FOS, TGV Cinemas, Celebrity Fitness and Japan Home Centre. Other popular retail players found here include Puma, Giordano, Adidas, Poh Kong, Sinma, CR2, Gintell, Levi’s, Clarks, Yamaha, Slimming Sanctuary, Guardian,

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GNC LiveWell and Celcom. With so many offerings, shoppers are spoilt for choice. It’s no wonder even Justin Bieber chose to shop here in 2012!

As a community lifestyle centre, Wangsa Walk Mall is very active in organising and hosting events that engage the community. There are also numerous incentives to make shopping more exciting for patrons, including the annual Guess & Win Contest which offers lucrative prizes. The mall also has a busy Corporate Social Responsibility calendar, and frequently organises visits to orphanages and Old Folks Home on festive seasons to look after the welfare of the less fortunate. To serve the needs and requirements of its shoppers, the mall will undergo major refurbishment in strategic areas. A new 2-level car park containing more than 400 parking bays is being built. The retail section will be expanded by an additional 50,000 sq ft of nett lettable retail space. Once completed, it is expected to enhance the mall’s retail mix, offering shoppers a new, upgraded shopping experience.

The mall offers a wide variety of Food & Beverage outlets that include well known franchises like TGIF, Secret Recipe, A&W, Baskin Robbins, Subway, Manhattan Fish Market, MBG Fruit Shop and Chatime, as well as many eclectic restaurants and kiosks such as Pak John Steamboat, Fullhouse Café, Binjai@KL and Ayam Penyet Best.

According to Mr. Foong Meng Khum, Retail Mall General Manager, MSL Properties Sdn Bhd, “Our priority is to offer shoppers the best shopping experience. Shoppers in the Klang Valley are not really sophisticated in their tastes but also want a shopping experience that goes beyond mere purchase of goods. Our current refurbishment and expansion exercise aims to enhance the retail mix and improve the experience for our customers in the near future.”

IT geeks will be delighted to find all the latest PCs, laptops, tablets, phones, printers, chips and IT accessories and services in the market for their choosing at Wangsa Walk Mall. IT @ The Walk is a dedicated section on the first floor of the mall hosting reputable IT and Telco retail stores including Celcom Blue Cube, Hotlink, Samsung, i Store, Futureworld, A-Sashi, MPlus Solutions, Genius Game and P1 Tstop.

Retail centres today are constantly challenged to re-invent and upgrade its offerings to meet the growing consumer demand. Offering a good mix of retail and community-oriented activities, Wangsa Walk Mall is living up to its vision of being a mall that meets the needs of the community. With its ambitious refurbishment plans already underway, the mall is clearly on its way to establishing its position as one of the most popular suburban malls in the Klang Valley. MN

feature The support towards local pride brands ranging from fashion, watches and beauty salons managed to place these locally bred medium and small size enterprises on a pedestal, all together increasing the vibrancy of Kota Kinabalu’s economic landscape. On the other hand, the catchment of Suria Sabah is excellent not only thanks to the spending tourists but also due to the ideal demographics of surrounding customers consisting mostly of higher income personnel with better purchasing power. This strong point had garnered the interests from many international brands who are eager to be part of this rapidly growing consumer market.

Suria Sabah Mall, pride of Kota Kinabalu Prime city centre location with waterfront promenade view gives this mall a boost of becoming a landmark shopping centre in Kota Kinabalu. By Cerenna Manickam

he capital city status and size of city makes Kota Kinabalu an obvious economic magnet in the region. Its stunning sea front with offshore islands and ease in getting around within the city make this a place with high quality living. It is a destination choice for the well-heeled and a tourism hotspot. Sabah offers a myriad of tourism assets from beaches to mountains, coral reefs and jungles with a rapidly increasing number of tourist arrivals still rising at 10 per cent per annum. Fronting the waterfront promenade and within walking distance of the island jetties at Jesselton Point, Kota Kinabalu’s most prominent shopping mall, Suria Sabah definitely gets a good start as a leisure location. It portrays the ultimate preeminence of site with excellent access for large patron catchments located in the center of Kota Kinabalu’s commercial life, bustling with widest range of financial institutions, government office, amenities and tourist attractions in its surroundings.

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Suria Sabah Mall with its distinct architecture has also transformed itself into a landmark mall and an attractive hub for aficionados of different interests. With the highly popular concept of a one stop shopping mall in mind, it boasts a good blend of international and regional brands, mixed with a selection of strong Kota Kinabalu’s local retailers to suit the Sabah local market and tourist alike. Its 700,000 sf of nett retail space consists of an extensive and well-known anchor tenants with major features such as the 125,000 sf full-fledged departmental store, Metrojaya, the largest and latest cinema in Sabah, consisting of 8-Screen Cineplex with the 1st 3-D hall by Golden Screen Cinemas, the State Library of Sabah and 36,000 sf of I.T Gadget and Electronic Sector. Various opportunities that had risen with the presence of this mall were also given recognition by the city’s mayor, Datuk Abidin Madingkir. Madingkir gave kudos to Suria Sabah mall and sees the presence of the mall as timely, in tandem with Kota Kinabalu’s rapid progress.

Numerous international brands from the fashion to cuisine front such as Coach, Thomas Sabo, Pandora, Crabtree and Evelyn. L’Occitane, Shu Uemura and Sushi Tei are making their first and only presence in Sabah via the Suria Sabah Mall. The strong demand from traveling consumers had also raised Suria Sabah mall’s optimism towards the increasing potential heading forward. It is expected to benefit from the direct spending of those residing outside but also nearby to Kota Kinabalu. According to statistics, most families living in the Sabah’s east coast will visit Kota Kinabalu every fortnight or at least once in every four weeks. Whereas, festive seasons are the busiest periods for the shopping mall industry contributed by the high influx of consumers from the west coast. Shoppers from neighboring states and country namely Sarawakians and Bruneians are also a common sight with at least once a month visits for their routine shopping. Suria Sabah is just a 3-minutes walking distance from Jesselton Point, which is the prominent ferry terminal to Labuan and Brunei, Tunku Abdul Rahman Park (Manukan, Sapi, Mamutik, Sulug and Gaya Island) and 5-Star resorts namely Gayana Eco Resort and Bunga Raya Island Resort and Spa. Over 1,500 tourists who visit these islands walk through Suria Sabah daily as it is located between Jesselton Point and the main city stretch where most hotels are located. 14 major hotels located within 5-10 minutes’ walk from Suria Sabah malls definitely makes it a convenience for tourists who are looking to experience the local shopping scene of Sabah. MN

feature local attractions and amenities such as Kuantan National Stadium and UTC (Pusat Transformasi Bandar Pahang).

Gurney Plaza, Penang

CapitaMalls

Malaysia’s

one-stop retail experience

ith six shopping malls (including one under development) located in the key urban centres of Kuala Lumpur, Selangor, Penang, and Kuantan, CapitaMalls Asia portfolio of malls provide shoppers with a one-stop retail experience, including fashion, entertainment as well as food and beverage outlets. Four of the shopping malls, such as Gurney Plaza, Sungei Wang Plaza, The Mines and East Coast Mall, are owned through CapitaMalls Malaysia Trust (CMMT), which is listed on the Main Market of Bursa Malaysia Securities Berhad. The Mines The Mines is located about 15 kilometres south of Kuala Lumpur City Centre and within one kilometer from the Seri Kembangan town centre. It is a suburban family mall targeted at residents residing in and working in the southern region of Kuala Lumpur and Selangor. The modern and fashionable The Mines with extensive retail offerings catering to all market segments, is well-known for its Venetian-like internal water canal and a wet-and-dry playground located at its rooftop, known as the Splash Park. The Mines is anchored by Giant Hypermart. Other key tenants include Voir Gallery, SenQ, ACE Hardware, Celebrity Fitness, TGV Cinemas, Uniqlo, F.O.S., Daiso and Mines Cruise. Sungei Wang Plaza Sungei Wang Plaza, which translates as ‘the river of gold’, opened in 1977 and is one of the most popular shopping centres in Kuala Lumpur’s ‘Golden Triangle’, a prime shopping and commercial precinct.

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The 11-storey, one-stop shopping centre ‘for all kinds of everything’ is also wellknown for its unique blend of specialty stores and entertainment outlets that appeal to the mass market. The mall is anchored by Parkson and other key tenants within CMMT’s strata parcels include F.O.S, Giant, KFC, McDonald’s, Fashion City, Wow Karaoke and SUB. Gurney Plaza Gurney Plaza, strategically located in the famous Gurney Drive promenade in Penang, is the island’s premier lifestyle shopping mall and a one-stop shopping and entertainment destination for families and tourists. The nine-storey shopping complex houses various well-known brands for shopping, dining and entertainment. Gurney Plaza is anchored by Parkson and is the only mall in the north of Peninsular Malaysia to carry well-established international brands such as Omega, Rado, Tissot, Thomas Sabo, Pandora, Swarovski, A/X, CK Jeans, Warehouse, HE by Mango, PEPE Jeans, Fossil, Chanel Beaute, Parfums Christian Dior, Bobbi Brown, Kiehl’s, Shu Uemura, Birkenstock and Jatomi. With many food and beverage outlets located within the mall, Gurney Plaza is also a popular place for food lovers. East Coast Mall East Coast Mall is strategically located in the heart of Kuantan’s city centre in Pahang. It is a modern family lifestyle mall and is part of the Putra Square development, which also comprises the Zenith Hotel, Menara Zenith as well as the Sultan Ahmad Shah International Convention Centre. It is also walking distance from other

With an established mix of domestic and international retailers, East Coast Mall is the market leader in Kuantan. Besides local patronage, the mall also attracts shoppers from Terengganu and tourists visiting the East Coast of Malaysia. East Coast Mall is anchored by department store Parkson and AEON Big, while other key tenants include Golden Screen Cinemas, Padini Concept Store, Brands Outlet, Quiksilver, Esprit, Timberland, U.S. Polo Assn, and Tropicana Food Garden. Queensbay Mall Queensbay Mall is a lifestyle shopping mall located within 15 minutes from the Penang International Airport, Penang Bridge and second Penang Bridge. Queensbay Mall stands strategically among prominent upcoming neighbouring residential developments. To enhance the shopping experience, Queensbay Mall initiated enhancement exercises to revamp the Third Floor by introducing new lifestyle fashion, entertainment, food and beverage. Car park system is upgraded with the state of the art technology incorporating Touch & Go services. In the pipeline, the mall is also in the midst of acquiring the Green Mark certification. Anchored by AEON with 10 junior anchors including Absolute Fitness, Harvey Norman, Golden Screen Cinema, Neway Karaoke Box and Uniqlo, and Queensbay Mall also carries approximately 500 local and international retail merchants. Some of these key brands include Gap, GUESS, Bonia, Borders, Lacoste, Padini, Burton London Menswear, Victoria Secret, Tag Heuer and Sephora. Melawati Mall (Q4 2016) Melawati Mall is strategically located in the established and affluent residential district of Taman Melawati, well-served by major highways and is a mere 20-minute drive from the Kuala Lumpur City Centre. Under a 50:50 joint venture, Sime Darby Property and CapitaMalls Asia are developing Melawati Mall into an eight-storey shopping mall with a net lettable area of about 620,000 square feet. Positioned as a one-stop retail and lifestyle destination, Melawati Mall aspires to bring the city shopping experience, with its comprehensive and fashionable offerings, to the residents of Melawati township and nearby towns. MN

feature for the best culinary temptations – d’Italiane, Chili’s Grill & Bar, Bulgogi Brothers, TGI Friday’s, Fa-Ying by Rama V, Seoul Garden, Serai, Purple Cane Tea Restaurant, Steam Room or Waroeng Penyet (opening in April 2014). Coffee aficionados can enjoy a traditional local cuppa at The Teh Tarik Place or Old Town White Coffee; or at everyone’s favourite coffee joints at Starbucks, Pacific Coffee, San Francisco Coffee or Coffee Bean. If you are into small bites or desserts, head to Komugi, Auntie Anne’s, Famous Amos, Tong Pak Fu, Vanilla The Mille Crepe, Snowflake, Penang Road Famous Teo Chew Chendul and HK Kitchen.

PARADIGM MALL

Petaling Jaya's Favourite Shoppertainment Centre

ising proud against Petaling Jaya’s skyline, Paradigm Mall stands as the luxurious convergence of business, retail, dining and entertainment within its unique glass and steel fluid design. Strategically located along the Lebuhraya DamansaraPuchong highway (LDP) in Petaling Jaya, Paradigm Mall officially opened its doors on 23 May 2012. Spanning across one million square feet and boasting six floors of shopping space, Paradigm Mall is currently 99 per cent leased with 281 tenants. Conceived as an urban oasis with a lush landscaped outdoor Boulevard perfect for alfresco dining or taking a stroll, shoppers enjoy more than an ordinary shopping experience at Paradigm Mall. Designed to be a shopper's haven and a sanctuary, Paradigm Mall offers the latest dining, fashion and family entertainment provided by anchor tenants such as Tesco Hypermarket, 9-screens Golden Screen Cinemas, Fitness First, Popular Bookstore, Harvey Norman, and Toys R Us, among others. Shoppers can stay ahead of fashion trends with fashion brands available at Paradigm Mall – H&M, UNIQLO, Zara, Burton

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Menswear, GAP, Marks & Spencer, Charles & Keith, ELLE, Cotton On, Springfield, US Polo Assn., Padini Concept Store, Kitschen, Nichii, and VOIR, just to name a few. And for beauty and skincare offerings, be sure to pop by SEPHORA, Victoria’s Secret, Crabtree & Evelyn, The Body Shop, TheFaceShop, Elianto, Shizen, Aster Spring, Slimming Sanctuary, Shakura, among others. Shopaholics and food lovers will be spoilt for choice with the popular food & beverage outlets located throughout Paradigm Mall. From authentic Japanese cuisine and scrumptious international favorites, to the flavorsome delights of Italian offerings or simply delightful street snacks and gourmet bakeries, Paradigm Mall has it all. If you are into Western Fusion cuisine you may want to try the spread at Italiannies and Plan B but if you prefer authentic Japanese Cuisine check out Sushi Zanmai, Goku Raku Ramen, Suki-Ya and Pasta Zanmai. Heritage Village, Tea Garden, Satay-Satay and others provide a delicious mix of local food. If you like Xiao Long Bao and La Mien, head on to Paradise Dynasty. For alfresco dining, indulge in sweet temptations at these hot spots @ Boulevard

Since its opening, Paradigm Mall has organised many exciting campaigns for shoppers, among them the first ever Ultraman Mebius Live show in Malaysia and the Disney Princess Glammation during Christmas in 2012. Paradigm Mall also organised events where youth and the young adults met their idols such as May Day, Show Lo, Power Station, Della Ding Dang (all from Taiwan); Kim Jung Kook of Running Man fame and renowned Korean actor – Zo Ing Sung. Asia’s A-List movie stars such as Donnie Yan, Louis Koo, Sean Lau and various casts of hits TVB drama series “Triumph In The Sky II” such as Francis Ng, Julian Cheung, Fala Chen and Ron Ng and “On Call 36 Hours II” stars such as Tavia Yeung and Lawrence Ng have also made their appearances at Paradigm Mall. Paradigm Mall has also brought many reality shows on television or on the internet ‘Live’ to shoppers. Many shoppers had a chance to be part of shows such as Miss Astro Chinese International Pageant 2013, Asia New Star Model Contest 2014, Malaysian Invasion Mixed Martial Arts (MIMMA) Fighting Championship 2013 and Astro Supersports’ Football Overload, among others. Excitement never ends and never the same here. For optimum convenience, shoppers can take advantage of the complimentary shuttle service which departs from the Kelana Jaya LRT station every hour from 10:00am to 10:00pm daily. MN Customer Service Hotline: +603 7801 1188 (10am – 10pm) www.paradigmmall.com.my www.facebook.com/ParadigmMall

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Interior Construction

I-Can’s creative, ‘can-do’ spirit Creating a new mall or refurbishing an old one can be a pleasure or a pain. The challenge is in coordinating diverse talents – architect, interior designer, and contractor – to work together, bearing in mind cost, quality and time. By Patrick Pillai

an it be done? Well, in the case of Malaysia, an entrepreneur has shown that it CAN be done, and done well. An interior refurbishment firm with the curious name of Can-I, named after its Founder - Director Tan Goo Can, has built a reputation for refurbishing and transforming the interiors of leading fivestar hotels, resorts and shopping malls in Malaysia and the region. A National University of Singapore (NUS) trained architect, Can worked in interior construction in Singapore for six years, returned to a similar business in Malaysia in 1993, and, leveraging on his specialised experience in both countries, established his own firm, Can-I Interior Fit-Out Sdn. Bhd, in 2005.

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Upon returning home, Can built on his experience by delivering key projects such as Sofitel Palm Resort and Pulai Springs Club House in Johore in early 90’s . This allowed him to capture a landmark job with world-renowned interior designers to remodel Shangri-la KL’s three signature restaurants – Lafite, Zipangu and Lemon Garden. The Shangri-la job was a gamechanger, stretching his creative abilities. Within a decade Can-I established a track record in refurbishing and transforming numerous five-star hotels in Malaysia and the region, and doing a good job of it - so good, in fact, that they bagged the Malaysian Institute of Interior Designer’s Best Interior Builder Award for three consecutive years (2008-2010), and the Enterprise 50 Award from SME Corp.

In tandem with its growing reputation and business, the firm has evolved from a tiny four-person team to over sixty full-time employees, with three hundred skilled workers on project sites, and annual revenues of RM100 million in the last 3 years. The company seems fitted to a field demanding both creative spirits and a ‘Can-do’ attitude. Its two key assets are the expertise and experience of its core management, coupled with their ability to attract, develop and retain a team that can buy, build, assemble and install everything as beautifully as interior designers envision it. These ‘Can-do’ tradesmen range from carpenters, foundry-men, sculptors, masons and painters to furniture designers, upholsterers and workshop specialists. Artisans are drawn from among traditional and new-school craftsmen in Malaysia and the region, with emphasis on apprenticeship, training, and succession to ensure continuity. In a line where the quality of work is there for all to see, the passion and perfection of the tradesman is an essential prerequisite, and getting the right man for the right job is important. Founder Tan Goo Can’s ability to retain and nurture his talent is said to be at the core of its success. Most of his staff moved with him when he started Can-I, and have remained with him since. Another source of his success is said to be his frankness with clients and designers. ‘My job is to ensure that clients get value for their money,’ he explains. ‘The final goal, the final product, is the same, but my execution of plans may differ from what the designers initially planned. The end result is the same, but the way I go about it may differ. I look at their plans, but if I think I can save costs and use more durable and easy-to maintain material, I tell them. After all I am there to bring their designs to life and solve their problems. In the end they realise I have their interests at heart.’ MN

"Our ability to bring together everyone in a construction team to function as a purposeful and efficient workforce has helped us (Can.I) to have many repeat clients in the refurbishment of shopping centres industry. Todate, we have Capitalmall for their East Coast Mall, Gurney Plaza and Queensbay Mall; PPB for their Cheras Leisure Mall, Shaw Centrepoint Klang and Shaw Parade Pudu and KLCC's Suria and Alamanda Putrajaya." Tan Goo Can Managing Director of Can.I Group of Companies

Can.I Interior Fit-Out Sdn Bhd

No. 1, Jalan PJS 1/33, Petaling Utama, Petaling Jaya 46150, Selangor Darul Ehsan, Malaysia. T +6 (03) 7785 5887 F +6 (03) 7783 0887 projects@can-i.com.my www.can-i.com.my

feature Farcade of Quill City Mall

An eye catcher, rising skyward is the 36-storey residential building combining modern architecture with the beauty of the city skyline. Adding to the sophistication are tastefully-designed low-density units, displaying a harmonious balance between glass and stone. Representing a lifestyle destination, the retail mall on the other hand, offers an eclectic mix of dining, shopping, entertainment and leisure facilities for both locals and tourists. These complementing components are collectively an integral part of this prestigious urban development that embodies the vibrancy and contemporary surrounding of Jalan Sultan Ismail.

City, an integrated lifestyle development Upcoming 7 acre Quill City will provide a facelift to Jalan Sultan Ismail’s streetscape. By Cerenna Manickam

uala Lumpur city dwellers will soon be able to experience a breath of fresh air while cruising down Jalan Sultan Ismail. Quill City, an upcoming 7-acre mixed development slated for completion during the second half of this year, is part of an urban regeneration project that gives a new lease on life to Kuala Lumpur’s most prominent abandoned landmark. Vision City will now be revived as Quill City. The project’s holistic approach, builds upon the positive aspects of the previously unfinished structure to enhance its characteristics, while addressing its short comings to create a vision that will sustain itself socially, economically and environmentally.

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The design focuses on giving back to the surrounding by providing quality space that is animated and activated by people. Dubbed as a monumentally impressive mix development project, Quill City is a thriving commercial and residential address along Jalan Sultan Ismail within Kuala Lumpur’s Golden Triangle. Anchoring the development is the 8-level Quill City Mall, whose highly visible, halfbuilt shell lay disused for about a decade. Quill City will also feature a residential and an office tower. The highly strategic spot and depth of integration is expected to drive Quill City into becoming a trend-setter hub, while transforming the streetscape of Jalan Sultan Ismail and beyond.

It will also be a pioneer in introducing new gastronomy concepts with the first sky alfresco dining experience in Malaysia, made possible with sweeping views of the surrounding cityscape. The alfresco area is largely glazed to maximise day lighting to contrast with the solid angle panels. Organically shaped, the featured roof consists of multi-coloured glass and opaque panels. It complements the overall design like an accent cloud floating above the alfresco terrace. The mall also has the longest frontage façade, 300 metres in length, and a link bridge to the Medan Tuanku monorail station. Essentially, the exterior façade of the mall was created to seamlessly blend into the surrounding commercial area and neighbourhood to enhance Kuala Lumpur City Centre. Quill City Mall also boasts another ‘first’. Within the mall, patrons will find Malaysia’s first media pod located at the main atrium. The floating pod with media skin, visible throughout the building, is one that will be hard to miss. The second level space is a central retail feature that will project live broadcast of events, advertising and promotions, creating different moods inside the mall. The mall, targeting the mass market, has a ready catchment of 5,000 people from the existing 30-storey offices connected to it. Upon completion, Quill City Mall will be a “Lifestyle Destination” where people can enjoy an unparalleled shopping experience with more than 100 brands that will represent the next generation of Malaysian retail. MN

Quill 3

Constructions & Engineering

Level 8, Quill 9, 112, Jalan Semangat, 46300 Petaling Jaya, Selangor Darul Ehsan. Tel: 03-7947 6333 Fax: 03-7947 6222 www.quill.com.my

Quill 2

Integrated Property Development

Quill 1

For any enquiries regarding our products or services, please contact us at 03-7947 6333 or write to us at info@quill.com.my.

In recent years, Quill has moved to diversify its business operations to encompass the luxury automotive (BMW and Rolls-Royce Motorcars), healthcare (Quill Orthopaedic Specialist Centre) and the retail mall sector.

The Quill Group has received peer recognition and awards for its work in the property and development industries. Quill 7, the group’s 30-storey high-end office tower located in KL Sentral, was the winner of the FIABCI (International Real Estate Federation) Malaysia Property Awards for 2010 in the Office Category. Following this is Quill 6, the new HSBC Bank Headquarters at Lebuh Ampang KL was also the winner of the same category for FIABCI 2011 and the FIABCI Prix d’Excellence Award 2013 .

Quill is known for its “Branded Tenant Mix” with major MNCs such as BP, IBM, HSBC, BMW, DHL etc as anchor tenants in its large portfolio of investment-grade buildings. In 2007, Quill together with CapitaLand of Singapore established Quill Capita Trust, a main board listed REIT (Real Estate Investment Trust).

Established in 1987, Quill is one of the leading fully-integrated multidisciplinary property groups in Malaysia with its in-house teams of architects, engineers, space planners, interior designers and builders.

桂和集團

Architecture

Quill 5

Leed Gold Certified Building

Quill 7

Space Planning & Interior Design

CMM Level 5 Highest International Standard for Software Development Environements 2002

Quill 6

Automotive

Winner of PAM Architecture Excellence Award for Best Commercial Building 2006

Quill 18

Retail

Healthcare

REITs

Office Development Category FIABCI Prix d’ Excellence Award 2013

Quill City

Office Development Category Office Development Category FIABCI Malaysia Property Award 2011 FIABCI Malaysia Property Award 2012

Q Sentral

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Big Screen, Big Dreams

Sit back and relax, TGV Cinemas has got you covered with all that you need for an immersive movie experience. By Cerenna Manickam

f there’s a place that Malaysians really enjoy going to besides the shopping complexes, it is most probably the cinemas. It is not surprising that most Malaysians are movie buffs who spend a considerate chunk of their personal expenditures on movie tickets every month. Being exposed to the big screen with the first cinema introduced in Malaysia in the 1920s, the Malaysian cinema scene has matured tremendously over the years. Today, the advanced technology that Malaysian cinemas are equipped with has placed this country well ahead of other developing nations in the region. Having established its reputation as a pioneer in the cinema industry, TGV Cinemas Sdn Bhd, a household name in the local cinema scene, is credited with having played a positive role in elevating the industry’s status. It revolutionised the movie-going experience by becoming the first to introduce the multiplex concept, offering a wide array of movies screening all in the convenience of one location. TGV Cinemas is today the owner and operator of 20 premier multiplexes with a whopping 167 screens and 31,000 seats.

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As part of TGV Cinemas’ commitment to ensure the ultimate cinema going experience, it undertook a transformation exercise in 2010 and saw its new generation of multiplexes sporting a fresh look and feel. Consequently, TGV Cinemas in Ipoh, The Mines, Bukit Raja Klang, Sunway Pyramid, KLCC and 1 Utama, which is their flagship outlet, were refurbished, adopting a more welcoming, vibrant and contemporary ambience. Some of the cinema halls were redesigned to maximise space, making way for more comfortable seats with wider leg room. Plush twin seats equipped with privacy wings for those who value their own space were also added. Stretching the boundaries of cinema experience, TGV Cinemas has, over the last decade, aggressively introduced innovative concepts halls such as the quirky TGV Beanie halls. Even before its initial launch, this playful concept garnered much hype among netizens locally and globally with images of the hall circulating over the internet. With its seats being replaced with comfortable and colourful bean bags, these halls have definitely become show stealers!

Committed to further enhancing the already superior quality of movies projected on the big screen, TGV Cinemas formed an exclusive partnership with IMAX® Corporation by offering moviegoers a truly immersive cinematic experience. The IMAX technology, with cutting edge projection system, has elevated the movie watching experience especially for blockbusters, to a whole new level. Crystal-clear images, coupled with IMAX®'s customised theatre geometry and powerful digital sound’s system, create a unique surreal environment never before experienced by its patrons. Further strengthening its position in the market are TGV Cinemas’ offerings of numerous facilities and conveniences for the discerning public. Among them are generous seating gradients, central computerised ticketing system with integrated telereservation hotlines, and facilities for the physically challenged, including special wheelchair elevators. As a market leader, TGV Cinemas also diversified and expanded its services. The stylish, spacious locations and state-ofthe-art halls are versatile ideal spaces for private functions. These halls are in high demand by adventurous companies and individuals who want to host family days, charity events, birthday parties as well as a venue for marriage proposals! TGV Cinemas also provides tailored packages and services for various occasions including catering of food and beverages. Moving forward, TGV Cinemas will ensure ongoing efforts are carried out to increase its market share and aims to open at least eleven new multi-screen cinemas which will house 81 screens in total. The new cinemas will be located in the Klang Valley, Penang, Johor Bharu and East Malaysia. It expects the growth to come from three key areas, namely, network expansion, food and beverage income, and cost rationalisation. MN

SaleS&eventS Let us redefine your events

At TGV Cinemas, you can rent our cinema halls and customise it exclusively for your event. TGV Cinemas halls are prefect for: 5 Seminars 5 Product launches 5 Team Building events 5 Sales presentation 5 Company movie outing 5 Marriage proposal Or any other event your creativity can cook up! Call 1300 222 TGV (848) or email entertainmentsolutions@tgv.com.my

feature Sunway Putra Mall

Spread over eight floors, Sunway Putra Mall will offer a mix of gourmet emporium, international and regional fashion, family goodness, food and beverage and various other offerings. In the other part of Kuala Lumpur lies the massive 23-acre development of Sunway Velocity which includes multiple components of retail, offices, residences, hotel and a shopping mall.

Sunway's Maiden Foray Into the KL Retail Market

unway Shopping Mall is set to change the retail scene in Kuala Lumpur with its maiden venture into the City with two key developments – Sunway Putra Mall and Sunway Velocity Mall.

‘We are certainly excited in making our entry into Kuala Lumpur as we believe we are able to deliver essentially a whole new experience under the Sunway brand to KLites,’ said HC Chan, CEO of Sunway Shopping Malls and Theme Parks.

The venture follows on the heels of the group’s expansion into Penang with Sunway Carnival in 2007 and other parts of Selangor with Sunway Giza Mall in 2009. With the Kuala Lumpur venture, it will bring a total of 5 shopping malls under the Sunway brand.

Sunway Putra Mall is part of an integrated mixed development of Sunway Putra. Located opposite Putra World Trade Centre in the heart of Diamond Triangle, the mall is seamlessly integrated with a hotel and office tower allowing it to enjoy superb pedestrian traffic and accessibility.

Sunway is synonymous with its track record in managing Sunway Pyramid, its flagship mall which opened its door back in 1997. The mall has made a name internationally as an iconic retail destination nestled among the suburbs of Sunway Resort City. The mall was named FIABCI Prix d’Excellence – Best Retail Development in 2011.

Its strategic location means that it is within 15 minutes drive from most parts of Kuala Lumpur and enjoys instant public transportation access from KTM, LRT and Hentian Putra bus stations. It enjoys a fantastic catchment of high end Bukit Tunku and Taman Duta alongside high income projects of Sentul East and West, Mont Kiara and Hartamas.

Equipped with the same mall management expertise and best practices, Sunway Putra Mall and Sunway Velocity Mall are expected to reap the best of Sunway’s proven track record while having the added advantage of leveraging on other business components like the hotels and theme parks. In this sense, it provides unrivalled offerings to shoppers.

Architecture wise, it will set a different tone once the RM300 million refurbishment exercise is completed. By incorporating an ultra modern design, it will transform the building with bright hues of red, orange and yellow. Streamlined forms, sleek lines and crisp structures will refresh the interior providing visitors a brand new, contemporary environment.

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Located 3.8 km from the heart of Kuala Lumpur, the development enjoys superb access with linkages to other highways such as SMART, KL- Seremban, New Pantai Expressway and Maju Expressway. LRT and eventual MRT linkage will serve to complete the connection. Sunway Velocity Mall will boast a contemporary architecture. With modern lines and clean forms it will reflect the modernity of urban development and be in sync with the changing consumer expectations. With 7 floors of retail space, it will play host to popular, well-loved retail, leisure and entertainment outlets, carefully selected for their captivating concept and style. F&B selection will also be an attraction with numerous choices of local favourites to international cuisine. With a mature catchment market, the mall is expected to enjoy up to 2.1 million population within a radius of 25 km tagetting the Ampang and Cheras enclaves. But the key advantage is the residential and offices within the development itself that provides a recurring and ready catchment without the need to depend on vehicular traffic. Both developments will mark Sunway’s foray into Kuala Lumpur shopping mall scene after successfully establishing itself in Selangor and Penang markets. While the market remains intensively competitive, Sunway’s strength as a conglomerate offers it unique levaraging opportunities through its various business components. It is for this reason alone that Sunway Shopping Malls are uniquely different and more expansive in its breadth and depth. MN

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JNR Creative Design,

scaling great heights I n this age of modern technology, many businesses are able to effectively communicate with their target markets causing an evolution in the way they craft their advertising strategies.

Using cutting edge technology, JNR Creative Design Sdn Bhd, has managed to carve a niche for itself by specialising in 3D items such as sculpturing, engraving, stage design, structuring, indoor and outdoor lighting decorations. Established in 2001, the professional and creative team at JNR Creative Design has

also lent their expertise and honed their skills in road shows and exhibitions as well as the construction of thematic items.

The professional crew members are also noted for putting their creative skills to good use especially in decorating floats, designing and setting up shopping complex or shop lot displays and creating special effects and signage. The company, which is know for daring to try out new ideas and scaling greater heights, also undertakes renovation as well as construct thematic items. For more information, log on to www.jnr.com.my. MN

Panaxis, for all your

car park needs P

anaxis Sdn Bhd provides an exclusive and comprehensive range of products and services related to car park systems. Among them are Zeag’s Car Park System (for both closed and open parking requirement), ST Electronics Parking Guidance System (ST 380 Pegasus), Ibersegur’s Pay & Display System (parking meters for street parking solutions), Maintenance Contracts (exclusive rights to our products) and Genuine Spare Parts and Accessories.

providing total car park solutions as well as after sales service. In meeting Panaxis Sdn Bhd’s objectives, the team of professionals approaches each assignment by adhering to the following principles:

Set up in August 2003, Panaxis, which has its corporate office in Dataran Mentari in Petaling Jaya, is led by a team of professionals who specialise in

Customer Service Realising that its customers are its most important asset, Panaxis Sdn Bhd’s team of professional technicians and staff ensure that

Design & Consultation Customers are advised on how best to utilise a car park’s site such as recommending location of car park equipment and traffic flow. In view of the demanding nature of this industry, Panaxis also provides assistance in tariff structure and procedures.

they provide excellent “After Sales Service” in a courteous and helpful manner. Technical Support Panaxis Sdn Bhd’s vast technical experience covers a wide range of major brand names including Zeag’s car park system and adopts an excellent response time to customers’ calls. Training Repeatedly confronted with new challenges of meeting market expectations, the company provides regular training for its staff to keep abreast with the latest developments and have a sound knowledge of the complexity of its range of products. Panaxis Sdn Bhd also strives to have an excellent work force by recruiting staff with good work ethics. MN

Congratulations to PPKM's 30th Anniversary from PANAXIS SDN BHD(623214-P) 407, Block A, Jalan PJS 8/5, Mentari Business Park, Dataran Mentari 46150 Petaling Jaya, Selangor Darul Ehsan Tel : 03-5635 1903 Fax : 03-5631 6070 Email : admin@panaxis.com.

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Dayangcond Engineering for your air conditioning & ventilation needs

ayangcond Engineering Sdn Bhd, a company that specialises in air-conditioning, mechanical and electrical works, was incorporated in Malaysia as a Limited Company under the Malaysia Companies Act 1965. The director of the company who has vast experience in this field, has delivered quality projects to the companyâ&#x20AC;&#x2122;s clients, many of whom are in the private sectors. The company director is supported by a team of young, qualified, experienced and committed technicians to ensure that clientsâ&#x20AC;&#x2122; needs are not only met but service of the highest

standard are also provided. Apart from air-conditioning and ventilation services, Dayangcond Engineering also has the capability of providing fire protection service, electrical works and exhaust works. Air Conditioning & Ventilation Services Dayangcond Engineering supplies, delivers, installs, tests and commissions as well as services and maintains buildingsâ&#x20AC;&#x2122; air conditioning and heat load estimation systems in accordance with relevant standards and regulations. Among the scope of air conditioning systems designed and installed are: centralised system

including chillers, AHU and ducting works; cold room and freezer system; split units, general ventilation system; cooling system and installation of cooling tower Fire Protection, Electrical Works & Exhaust The company also supplies, delivers, installs, tests and commissions, services and maintains the quality of the fire sprinkler systems in accordance to relevant certificate CIDB. Dayangcond Engineering also supplies, installs, tests and commissions wiring system for air-conditioning as well as exhaust. MN

Congratulations to PPKM's 30th Anniversary from DAYANGCOND ENGINEERING SDN BHD(576478-T) 20-A, Jalan Ss5b/2, 47301 Petaling Jaya, Selangor Tel: 03-78774706 : 03-78774220 Fax: 03-78755723 Email: dayangcond@gmail.com

The Malaysia Shopping Malls Association (popularly known as PPK Malaysia) was formed in 1984 and plays a significant role contributing to the nation's phenomenal growth in the shopping mall industry and numerous international award winning malls. Our guiding principles are based on : Professionalism Managing shopping malls is a vital factor in bridging the gap between the physical development of a building and the levels of expectations by stakeholders; therefore, members of our industry have a vital responsibility in maintaining this role with utmost integrity. Networking Close networking among members of the industry will maintain the essential link to enhance the strength of our Association with cross border alliances and international links to obtain the competitive edge. Info-sharing Efficient exchange of trade data, ideas, information and experience among members enhances the management skills. Trends are spotted and could be translated into beneficial propositions. Representation As the voice of the shopping industry in Malaysia, our presence is kept visible at public and private sector agencies, professional bodies and affiliated industries including in the international arena. Education and Training National, regional and international study trips are the staple activities as well as discussions, forums, seminars and conferences. Ongoing collaboration with institutions of higher learning to provide formal academic courses in the area of shopping mall management ensure that the flow of expert human resource into the industry will continue. Our membership structure is well represented by a cross section of professionals in shopping mall management comprising of owners, developers and management personnel. PPK Malaysia is one of the founder members of the Council of Asian Shopping Centres (CASC) which comprises of shopping mall associations from Malaysia, Indonesia, Hong Kong, China, Taiwan and Japan. CASC was established in 2004 with the principal objectives of improving multi-lateral relations and networking of shopping malls in the Asian region and regular annual regional conferences in member countries.

ppkmalaysia1984@gmail.com

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