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Mabe Essay

How will MABE programme help me achieve my personal and professional goals. My personal goal in life is to own a top ten small size business which provide excellent products and services to customers. In this way, I hope to play a major part in developing the business to the point where it achieves tremendous success and can eventually help develop my country in terms of economic, environmental and images aspects.

In order to attain this goal, it is essential that I have knowledge which I can apply when I have opportunities to engage in practical business activities. I, therefore, choose to continue my study in business and management as the program will definitely broaden my view of business, equip me with strategic business lessons, and prepare me for a competitive global business world. I chose to study in the Faculty of Arts, majoring in Geography for my Bachelor Degree due to the fact that I interested in the earth matter and can it be applied generally in daily life.

I believe that knowledge I have gained from this faculty establishes a certain part of a foundation of management skills as it helps me develop my knowledge of natural resources, earth and human complexities, sustainable travelling and etc. Furthermore, I chose English languages as a minor studies as it can helps me develop the ability to communicate effectively. In additional, I have expanded my understanding of other human beings more profoundly, which I believe is a crucial factor of the art of management.

However, I need to have knowledge that is more concrete about business and management in order to realize my ambition. As I’ve seek program to support my requirement, I found that Chulalongkorn University’s MAs in Business and Managerial Economics program suits me best as it can develop my analytical and decision making skills, also it can give me the foundation of management to be able to deepen and focus on a specific field that I am interested in.

I am convinced that at Chulalongkorn University, I can best broaden my perspectives of management and advance my skills to a professional level. I am excited at an opportunity to work with colleagues from all around country or world. In conclusion, I firmly believe that studying at Chulalongkorn University’s MAs in Business and Managerial Economics program is a major step that will lead me to my ultimate goal as an entrepreneur.

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********************************************* TENANCY AGREEMENT ********************************************* DATED THIS 19 DAY OF January 2010 BETWEEN (The Landlord) Chin Hong Tuck 831023-14-5163 143, jalan Maharajalela, 50150 Kuala Lumpur AND (The Tenant) Realkey Solutions Sdn. Bhd. 802559-A No. 179-2, Jalan Bestari 1/5, Taman Nusa Bestari, 81300 Skudai, Johor. Premise Address : 179-01, Jalan Bestari 1/5, Tmn Nusa Bestari, 1300 Skudai, Johor. Monthly Rental: RM 1200 Period of Tenancy: 2 years THIS AGREEMENT is made the day and year stated in Section 1 of the Schedule hereto between the party whose name and description are stated in Section 2 of the Schedule hereto (hereinafter called the “Landlord”) of the one part and the party whose name and description are stated in Section 3 of the Schedule hereto (hereinafter called the “Tenant”) of the other part. WHEREAS :- 1.

The Landlord is the registered/beneficial proprietor of the property more particularly referred to and described in Section 4 of the Schedule hereto (hereinafter referred to as the Said Premises). 2. The Landlord is desirous of letting and the Tenant is desirous of taking the Said Premises together with furniture, fixtures and fittings as described in the Inventory hereto (where applicable) subject to the terms and conditions hereinafter contained. NOW IT IS HEREBY AGREED AS FOLLOWS :- . Subject to the terms and conditions herein contained the Landlord hereby grants and the Tenant hereby accepts a tenancy of the Said Premises for the term, commencing from the date and terminating on the date stated in Section 5(a) (b) and (c) respectively of the Schedule hereto. 2. The monthly rental stipulated in Section 6 (a) of the Schedule hereto shall be due and payable in advance in the manner and at the time stipulated in Section 6 (b) respectively of the Schedule hereto. 3.

The Tenant shall upon execution of this Agreement and prior to the occupation of the Said Premises pay the Landlord the deposit stipulated in Section 7 of the Schedule hereto (receipt whereof the Landlord hereby acknowledges) as security for the due observance and performance by the Tenant of all his duties and obligations hereunder and on its part to be performed and fulfilled. The said deposits shall be maintained at this figure during the term of this tenancy and the Tenant shall not be entitled to utilise the said deposit to off-set any rental due under this agreement ithout the previous written consent of the Landlord and the same shall be returned to the Tenant free of interest within 30 (Thirty) days upon expiry or sooner determination of the term hereby created less any sums as may then be due to the Landlord for damage caused to the Said Premises by the Tenant (damage due to normal wear and tear excepted). 4. The Tenant shall upon execution of this Agreement and prior to the occupation of the Said Premises pay the Landlord the water and electricity deposits stipulated in Section 8 of the Schedule hereto (collectively as the Utility Deposits).

The Tenant shall not be entitled to utilise the said deposit to off-set any rental due under this agreement without the previous written consent of the Landlord and the same shall be refunded to the Tenant free of interest within 30 (Thirty) days upon expiry or sooner determination of the term hereby created less such sum or sums as may then be due and outstanding. For the purposes of determining the current deposits, it is hereby agreed that photocopy of the requisite receipt notice or other written communication from the relevant Department shall be conclusive. 5.

THE TENANT HEREBY COVENANTS WITH THE LANDLORD as follows:- 5. 1To pay the reserved rent on the days and in the manner aforesaid. 2. To pay all charges due and incurred in respect of electricity, water and all other utilities supplied to the Said Premises. 5. 3To keep the Said Premises, the fixtures and fittings listed in the Inventory hereto (if any) together with any additions thereto in a good and tenantable repair condition (normal wear and tear excepted) and to replace or repair any of the aforesaid items and any part of the Said Premises and the Landlord’s fixtures and fittings which shall be damaged. . 4To permit the Landlord, his agents or workmen at all reasonable times to enter upon and view the condition of the Said Premises and to take inventories of the Landlord’s fixtures therein and to do structural or external repairs to the Said Premises PROVIDED ALWAYS that the Landlord shall except in the case of extreme urgency for the purpose of protecting the safety of the Said Premises give to the Tenant prior written notice of the intention of the Landlord his agents or workmen to enter upon the Said Premises for the aforesaid purpose; 5. Not to make any alterations in or additions to the Said Premises or suffer to be cut, maimed or injured any of the walls, ceilings, windows, doors, timbers, fixtures or fittings without the consent of the Landlord first had and obtained and in all circumstances shall be in conformity with all relevant laws, by-laws and regulations, If so requested by the Landlord, to restore the demised premises to their original state and condition at the expense of the Tenant except in the event where the Landlord so desires to accept the condition that they are in. 5. To keep the interior of the Said Premises, the flooring and interior plaster or other surface materials or renderings on walls and ceilings and the Landlord’s fixtures thereon including doors, windows, glass, shutters, locks, fastenings, electric wires, installation and fittings for the light, power and other fixtures and additions thereon and piping in good tenantable repair (reasonable wear and tear, riot, civil commotion and damage by fire or any other destruction not due to the Tenant or his servants and all other deriving right from the Tenant to be present in the Said Premises and flooding, tempest, storm or any other act of God excluded) and to keep the Said Premises clean and weeded, if applicable; 5. Not to do or permit to be done anything which will or may infringe or violate any laws or regulations pertaining to the Said Premises that may be imposed by the competent authority or authorities and to observe and to be personally responsible for any infringement or violation against such regulations rules or laws and to fully indemnify the Landlord in respect thereof; 5. 8Not to assign, sub-let, charge or part with the possession of the Premises or any part thereof without the consent of the Landlord first had and obtained; 5. 9Not to permit or suffer to be done in or upon the Said Premises or any part there of anything which may be or become a nuisance or annoyance or cause damage or inconvenience to the Landlord or to the tenants, occupiers or lessees of neighboring premises or for any illegal or immoral purpose; 5. 0Not to do or permit to be done anything whereby the policy or policies of insurance on the Said Premises against damage by fire or other risks for the time being subsisting may become void or voidable or whereby the rate of premium may be increased and to make good all damages suffered by the Landlord and to repay to the Landlord on demand all sums paid by way of increased premium and all expenses incurred by the Landlord in or about any renewal of such policy or policies rendered necessary by a breach or non-observance of this covenant without prejudice to the other rights of the Landlord; 5. 11To use and occupy the Said Premises for the purpose as stated in Section 10 of the Schedule hereto only; 5. 12To yield up the Said Premises with the Landlord’s fixtures and fittings at the expiration or sooner determination of the said term in good and substantial repair and condition in accordance with the several covenants hereinbefore contained; 5. 13Not to install any electrical sockets, plugs or electrical power points or electrical motor or engine or appliance or air-conditioner without first informing the Landlord.

In the event that the Tenant commits a breach of this covenant and as a result of which the Landlord suffers any loss or damage, the Tenant shall forthwith indemnify the Landlord against all such loss and damage; 5. 14Not to damage or deface or cause or permit any servant or agent of the Tenant to damage or deface any part of the Said Premises or common passage way, stairs, water closets, lavatories and conveniences while moving any furniture, equipment, fittings, fixtures or any other thing whatsoever or by anything whatsoever or by any means whatsoever and to forthwith repair and make good or to pay to the Landlord for the cost of making good such damage or defacement to the satisfaction of the Landlord; 5. 5Not to allow any vehicles or bicycles or containers belonging to or under the control of the Tenant or its servants or agents or invitees to be parked in or near the Said Premises so as to be a hindrance to other lawful users thereof; 5. 16Not to bring or store or permit or suffer to be brought or stored in the Said Premises arms ammunition or unlawful goods, gun, powder, saltpetre, kerosene or any combustible substance or any coffin wreath or any funerary goods or goods which in the opinion of the Landlord are of noxious or dangerous or hazardous nature; 5. 17To permit intending tenants and others with written authority from the Landlord or its agents at all reasonable times of the day to enter and view the Said Premises at any time during one (1) calendar month immediately preceding the determination of the term hereby created. 5. 8To indemnify and keep safe the Landlord against all claims, demands, proceedings costs, charges and expenses arising out of or in consequence of any damage, injury or loss which may at any time during the said term be caused to or suffered by the servants, agents, licencees or invitees of the Tenant or any of them or by the Said Premises or any part thereof or to any goods or property of such persons in or about the Said Premises occasioned by or arising from fire, water, storm, tempest, earthquake, insects, theft, burglary or explosion, nuclear, riots or civil commotion, enemy action or by reason of the defective working, stoppage or breakage of any appliances, pipes, cables, apparatus or lift or air conditioning plant or other machinery, if any, in or under passing through or connected with or used for the purposes of the Said Premises or any part thereof or failure of supply of electricity or other supplies or in any way owing to the overflow of water into the Said Premises or owing to the negligence of the Tenant or any neighbors of the Tenant; 6. THE LANDLORD HEREBY COVENANTS WITH THE TENANT as follows:- 6. 1To pay the Quit Rents, assessments, service charges and other outgoings relating the Said Premises other than those herein agreed to be paid by the Tenant. 6. 2At all times through the period of this Agreement to keep the Said Premises except the furniture, fixtures therein belonging to the Tenant insured against loss or damage by fire or tempest and in case of destruction by fire or tempest to replace or reinstate the same as speedily as possible. 6. To maintain and keep the main structure and external walls of the Said Premises in good and tenantable repair and condition throughout the term hereby created and at the request of the Tenant in writing to forthwith execute such repairs or work or make such replacements and if the Landlord shall not within ten (10) days after the service of such notice proceed diligently with the execution of such repairs or the making of such repairs or the making of such replacements then it shall be lawful for the Tenant to execute such repairs or work or make such replacements and the cost thereof shall be a debt due from the Landlord to the Tenant and be forthwith recoverable by deducting the said debt sum from the rental payable or action together with such costs and expenses (if any) including legal fees (on a solicitor and client basis) incurred or suffered by the Tenant in the recovery or attempts to recover such debts; 6. The Tenant paying the rent hereby reserved and observing and performing the several covenants and stipulations herein contained on the part of the Tenant shall be permitted to hold and enjoy the Said Premises throughout the said term without any interruption by the Landlord or any person rightfully claiming under or in trust for him; 6. 5The Tenant shall before the determination of the tenancy be at liberty to remove from the Said Premises all such fixtures as shall have been erected by the Tenant during the tenancy provided there is no arrears in rental and shall indemnify and keep safe the Landlord with respect to any damage caused to the Said Premises. 7. PROVIDED ALWAYS AND IT IS EXPRESSLY AGREED BETWEEN BOTH PARTIES as follows:- 7. If at any time the rent or any part thereof (whether formally demanded or not) shall remain unpaid or unsatisfied for seven (7) days after becoming payable or if any of the Tenant’s covenant shall not be performed or observed or if the Tenant shall suffer execution on the Said Premises or if the Tenant shall become a bankrupt or being a company or corporation shall go into liquidation otherwise than for the purpose of amalgamation or reconstruction or if the Tenant for the time being shall enter into any composition with the Tenant’s creditors or suffer any distress or execution to be levied on the Tenant’s goods then and in any of those events it shall be lawful for the Landlord or any persons authorised by the Landlord in that behalf at any time thereafter to re-enter upon the Said Premises or any part thereof in the name of the whole and thereupon this tenancy shall absolutely determine but without prejudice to any right of action or remedy of the Landlord in respect of any breach of the Tenant’s covenants herein contained. 7. If the Said Premises or any part thereof shall at any time during the term hereby created be destroyed or damaged by fire (except where such fire has been caused by the fault or negligence of the Tenant) so as to be unfit for occupation or use for a period greater than One (1) month the rent hereby reserved or a fair proportion thereof according to the nature and extent of the damage sustained shall (after the expiration of the aforesaid One (1) month period) be suspended until the Said Premises shall again be rendered fit for occupation and use AND PROVIDED ALWAYS that if the Said Premises or any part thereof shall not be rendered and reinstated and made ready and fit for occupation within a period of Two (2) months from the date of happening of any such event the Tenant shall be at liberty to give to the Landlord One (1) calendar month’s notice in writing determining the Tenancy hereby created and thereupon this Tenancy shall absolutely determine and the Security Deposit and the Utilities Deposit paid by the Tenant hereunder shall be refunded to the Tenant forthwith but without prejudice to the right of action of the Landlord in respect of any antecedent breach of any covenant or condition herein contained. 7. 3In the event of frustration whether due to an Act of God, war or acquisition of the Said Premises by the Governmental Authority or Authorities or any other Governmental actions beyond the control of the Landlord then this Agreement shall automatically become terminated and of no further effect and in such a case neither party hereto shall have any claim against the other but without prejudice to the right of either party in respect of any antecedent breach of any covenant or condition herein contained; 7. In the event the Tenant shall be desirous of taking a tenancy of the Said Premises for a further term, the Tenant shall give the Landlord two (2) months’ written notice of the same. Provided always that the terms and conditions of this Agreement shall have been duly observed and performed by the Tenant, the Landlord shall grant the Tenant a further term of tenancy as is specified in Section 9 of the Schedule hereto upon the same terms and conditions (save and except for this clause) and at a rent to be mutually agreed by the parties hereto subject to such increase in accordance to the prevailing market. The renewal hereof shall be subject to the same covenants and conditions as in this present Tenancy reserved and contained except for this present covenant for renewal. 7. In the event that the Tenant shall abandon the Said Premises for any reason whatsoever then and upon the happening of any such events aforesaid it shall be lawful for the Landlord at any time thereafter to re-enter upon the Said Premises or any part thereof in the name of the whole and whereupon the term hereby granted shall be forfeited by the Landlord but without prejudice to such other rights power and remedies conferred upon the Landlord under any law or rules or equity against the Tenant for any loss or damages incurred or suffered by the Landlord arising out of such breach or default on the part of the Tenant and including any other claim in respect of any antecedent breach. In addition thereto the Tenant shall pay to the Landlord a sum equal to the remainder of the Rent for the whole of the unexpired period of the said term as liquidated damages. 7. Notwithstanding anything herein contained, if this Agreement shall come to an end whether by efflux ion of time or otherwise and the Tenant fails to remove all his goods (which expression shall include personal property of every description) from the Said Premises it shall be lawful for the Landlord to sell or otherwise dispose of the goods of the Tenant in the Said Premises at such time and such place and in such manner as the Landlord shall in his absolute rights, powers and remedies of the Landlord, the Landlord shall after payment out of the proceeds of such sale of the costs and expenses connected with such sale then apply the net proceeds of such sale towards payments of all arrears of Rent and all other moneys due and owing by the Tenant to the landlord under this Agreement and the balance (if any) shall be paid out to the Tenant thereof. 7. 7There shall be no termination of the tenancy during the term specified in Section 5 of the Schedule by either party. In case of breach, whichever party who committed the breach shall compensate a sum equivalent to the remaining periods of the stated tenancy period to the grieved party. 7. In the event the Landlord shall be desirous of selling the Said Premises prior to the expiration of the term hereby created, the Landlord hereby covenants, undertakes and agrees that such sale shall be subject to this tenancy and shall procure the Purchaser to continue with the terms and conditions of this Agreement in lieu of the Landlord. 7. 9All costs and incidentals to the preparation and completion of this Agreement including stamp duty shall be borne by the Tenant and each party shall bear their own solicitor’s fees. 7. 10Any notice in writing under the terms and conditions of this Agreement to be sent to either party hereto on the other shall be by prepaid registered post and shall be deemed to be sufficiently served at the time when the ordinary course of post would have been delivered. 8In this Agreement unless there is something in the subject or context nconsistent with such construction or unless it is otherwise expressly provided: – 8. 1The terms “Landlord” and “Tenant” shall include their heirs, personal representatives and successors in title. 8. 2Words importing the masculine gender only shall include feminine and neuter genders and vice versa. 8. 3Words importing the singular number only shall include the plural and vice versa. IN WITNESS WHEREOF the parties hereto have hereunder set their hands the day and year specified in Section 1 of the Schedule hereto. SIGNED BY THE SAID LANDLORD NAME: Chin Hong Tuck) (NRIC NO : 831023-14-5163)) )) ) ) In the presence of : ) (NRIC NO : )) SIGNED BY THE SAID TENANT CO.

NAME : REALKEY SOLUTIONS ) SDN BHD) (CO. NO : 802559-A)) )) NAME : MR. NORAZMI BIN ABAS) (NRIC NO: 731108-01-5765)) In the presence of : ) (NRIC NO : )) THE SCHEDULE (Which is to be taken, read and construed as an essential part of this Agreement) |SECT |ITEMS |PARTICULARS | |NO | | | | | | | |1. Date of Agreement : |This 19 day of January 2010 | | | |Chin Hong Tuck | |2. |Description of Landlord |831023-14-5163 | | | |143, jalan Maharajalela, | | | |50150 Kuala Lumpur | | | |Realkey Solutions Sdn.

Bhd. | |3. |Description of Tenant |802559-A | | | |No. 179-2, Jalan Bestari 1/5, | | | |Taman Nusa Bestari, | | | |81300 Skudai. Johor | | | |179-01, Jalan Bestari 1/5, Tmn Nusa Bestari, 81300 Skudai, Johor. | |4. Description of Said Premises |First Floor of three storey terrace shop office | | | | | | | | | |5 a. |Term |Two (2) Years | | | | | |5 b. |Commencing |25 January 2010 | | | | | |5 c. Terminating |25 January 2012 | | | | | |6 a. |Monthly Rental |Ringgit Malaysia One thousand & two hundred only | | | |RM 1200 | | | | | |6 b. |Due On |Due and payable on the 7thday of each month. | | | | | |7. Security Deposits |Ringgit Malaysia Two thousand & four hundred only | | |(2 months rental) |RM 2400 | | | | | |8. |Utility Deposits |Ringgit Malaysia One thousand & two hundred only | | | |RM 1200 | | | | | |9. Option To Renew |Two (2) Year | | | | | | | |Follow the market rental rate | | | | | |10. |Use of the Said Premises. |For Hotel / Restaurant / Office / Retail use only. | | | | | ———————– Parties Description of Said Premises Inventory of Furnishings Agreement To Rent Term Of Tenancy Monthly Rental and date payable Rental Deposit Utility Deposit Tenant Covenants To Pay Reserved Rent Payment of Utilities To keep in good condition Not to make alterations to Said Premises

To permit entry for inspection and repair purposes. Not to assign and sublet Not to do acts which will affect the Landlord . Not to cause damage to the Said Premises. To keep interior in good tenantable repair. Not to violate any laws pertaining to Said Premises. Used for stated purpose only To yield up Said Premises in good condition upon expiry. Not to install electrical points without Landlord’s permission. Not to damage or deface any part of the Said Premise . Not to allow vehicles to be parked near the Said Premises. Not to store unlawful good. Permission for viewing. To indemnify the Landlord against all claims. To pay quit rent,assessment and service charges.

To maintain structure of Said Premises in tenantable repair condition. To allow Tenant to enjoy Said Premises without Landlord’s interruption. To remove all fixtures upon termination of tenancy. Termination in the event of non-reinstatement. To keep insured and reinstate Said Premises. Suspension of Reserved Rent Destruction or damage to Said Premises. Option to renew. Termination clause Sales of Said Premises subject to tenancy Cost of preparing agreement Service of notice Interpretation Permission to re-enter Said Premises. Landlord’s right to sell Tenant’s goods remain in the Said Premises. Power of re-entry In the event of acts beyond Landlord’s control.

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A Street Market in Summer

A street market in summer A street market in summer is always a wonderful sight. As with markets, the street is lined with stalls of fresh produce, fresh foods, clothing, cooked foods, flowers, and even electronics. The sellers boast the greenest of green vegetables, the reddest of red apples that even Snow-White could not resist to bite a second time, pulses and beans in small plastic bags so that every strata of buyers can afford, the fashionable women’s dresses with various colours, some rivaling the scorching sun in the afternoon.

Some stalls are superbly structured with marvelous displays while some hawkers just spread their items on the ground. Umbrellas, all kinds and all colours float midair, protecting some sun-shy shoppers from the heat. Roadside food-stalls, in their makeshift arrangements, provide shoppers with piping hot food, refreshing cold drinks, whatever the customers ask for. The exotic smelling aromas, the sweet smelling aromas, the tantalizing aromas, of cooked food in various tastes and styles, filled and floated through the air.

People, some short, some tall, some fat, some thin, some old and some young, men, women, jostle with each other to reach the items of their interest. People shove, elbow, push at each other, some hurrying, some dithering, some dashing, some wavering. The aims of these people could not be fathomed. Housewives, old and new, young and old, bargain with vendors, trying to get the best items with the best prices. And vendors cajoling the customers with soft words and humble gestures.

Now and then, someone would sing a latest hit at the top of his voice. Vendors pitch their wares in mounting crescendos – trying to outdo the next seller. Soft-spoken sweet talks of some sellers and intermittent sounds of sizzling fries and knocking of ladles on woks could also be heard. A street market in summer which stirs up the senses with its beauty, aroma, and interesting sounds, provide a warm and friendly environment to all who are present. This is one way of our society that gives a meaningful life to the people.

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Service Failure and Service Revovery

An Assignment on Service Failure and Service Recovery 28th August, 2011 A Service is an experience that a consumer derives at the time of its purchase. It is largely tangible and cannot be owned. Moreover, it is the outcome of being in contact (whether it is low-contact, hybrid or high-contact) with the service provider. Considering this, it is but natural that errors and failures occur. What differentiates one service provider and experience from the other is the way the error is corrected and compensated for. Service Failures bring about negative feelings and responses from customers.

Left unfixed, service failures can result in customers leaving, telling other customers about their negative experiences, and challenging the organization through consumer rights organizations or legal channels. Service Recovery refers to the actions taken by an organization in response to a service failure. An example of a Service failure and recovery experienced by me is accounted for below: The case in hand is a high-contact service as there is high customer involvement in the process of service delivery. I encountered this problem about a month back. I was in Splash, a fashion store in Hyderabad, with a few friends.

There was a sale going on (Buy 1 Get 1 Free). We decided to buy two handbags worth Rs. 1000/- each and two accessories worth Rs. 500/- each. Considering the sale that was going on we expected to be charged Rs. 1500. But to our dismay the employee at the counter charged us Rs. 2000 at the counter and swiped the credit card before we could react to the mistake. This could have happened as we were expecting to get one bag free for the other one and one accessory free for the other one but the employee chose to charge us with both the higher prices and give us the low-priced items free.

The other reason for the mistake could be the process of billing which was very chaotic as there were too many customers and very few employees at the billing counter. As soon as we realized what was happening, we questioned him and asked him to correct the mistake and re-print the bill. Initially he did not accept his mistake but after a small argument he agreed to re-bill the items and charge us with the correct amount. Moreover as he had already swiped the credit card for a higher amount, he refunded the excess amount in cash.

Prior to the above service failure, I would have rated the above service provider a 6. I would rate the perceived criticality of the service failure 5 as the service provider could have been cheating us. If a customer wouldn’t pay attention to the bill, he could get away with over charging the customer. On a scale of 1-7, I would rate my satisfaction with the service provider after the recovery efforts a 5. The service provider did correct his mistake but he shouldn’t have argued in the first place, knowing that it was his mistake.

Moreover, he should have been more empathetic and apologetic. After the incident also I continued to deal with the service provider because this was the first time I had encountered such a problem in Splash. Moreover, I was satisfied with the recovery process. I discussed the incident with family and friends so that they can be more careful when they go to any store at a time when it is so crowded. SERVICE FAILURE AND 7P’S OF MARKETING In the case mentioned above the three P’s that play a major role are: 1. Price – The service provider was over charging us for the product purchased.

Price is the main component involved in the service failure. 2. People – The other element of the service marketing mix that plays a major role is people. It wasn’t a case of a defected product; it was a mistake on the part of the service provider. It could have also been an act committed on purpose. 3. Process – Process was a minor part of the entire scenario. The reason being that the process of billing was very chaotic. Due to the sale, there were too many customers and very few employees making the entire process very unorganized.

SERVICE FAILURE AND SERVICE QUALITY GAPS There are five gaps in the service quality model (Consumer expectation – management perception gap, Management perception – service quality specification gap, Service quality specifications – service delivery gap, service delivery – external communications gap, Expected service – perceived service gap). In the case mentioned above, the following service gaps can be mapped: GAP 3: Service quality specifications – service delivery gap It is the duty of any employee to perform his service well and treat the customer correctly.

In the above case, the service provider faltered in both. Firstly he did not perform the service well and then he argued with us instead of accepting his mistake. This affected the service quality from our viewpoint. GAP 4: Service delivery – external communications gap As mentioned above, the promised service (in the promotions and advertisements) was that of one on one free for any product of the same or lesser cost. Contrary to what was promised, we were over charged and only the high priced products were billed.

This was the gap between what was promised and what was delivered. GAP 5: Expected service – perceived service gap We expected the employee to be apologetic and empathetic after having committed the mistake but instead he first argued with us and then corrected it. Had he been more empathetic and apologetic, the matter would have been solved then and there without any hard feelings. Even if he was sorry he did not express it well enough. SERVICE FAILURE AND SERVICE QUALITY DIMENSIONS The service quality dimensions involved in the service failure mentioned above are: 1.

Reliability – Reliability involves consistency of performance and dependability. The reliability dimension was involved in this case as the billing was done incorrectly by the service provider, thus proving to be inconsistent and not dependable. 2. Responsiveness – Responsiveness concerns the willingness or readiness of employees to provide service. It involves timeliness of service. In our case, the matter could have been solved much earlier had it not been for the argument of the service provider. The responsiveness of the employee was low.

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A Shift from Product Orientation to Customer Orientation Bsnl- Bharat Sanchar Nigam Limited

A SHIFT FROM PRODUCT ORIENTATION TO CUSTOMER ORIENTATION BSNL- BHARAT SANCHAR NIGAM LIMITED INTRODUCTION- Alexander Graham Bell invented Telephone and he patented Telephone instrument in 1876. Indian Posts and Telegraphs department (P&T) was controlling the communication industry. In 1985, Indian P&T bifurcated into Department of Postal Service and Department of Telecommunication. After the corporatization of DoT in 2000, BSNL was formed.

The control of telephone system of Mumbai and Delhi came under MTNL- Mahanagar Telephone Nigam Limited and telephone system control of Calcutta along with other cities had been transferred to BSNL- Bharat Sanchar Nigam Limited. It had been enjoying monopoly during the socialist period of Indian economy because it was the only telecom service provider in the country. Due to this reason BSNL’s marketing strategy was product oriented. After the liberalization of Indian economy in 1991 the company faced competition for the first time. To be in the market, it had to become customer oriented.

WHAT IS PRODUCT ORIENTATION? Product orientation is a management philosophy in which producers emphasize on production technique and unit cost reduction rather than customer needs and wants. In this technique producer believes that “Supply creates its own demand” i. e, “If somebody makes a product someone will want to buy it. ” WHAT IS CUSTOMER ORIENTATION? Customer orientation is a belief wherein customer needs and wants are the primary focus of an organization. Customer orientation emphasizes on listening to customers and building long-term relationships with the consumer. BSNL – PRODUCT ORIENTATION

Before liberalization, Government of India used to regulate telecommunication market and GOI restricted the involvement of foreign players. Though many technological developments took place in this regime, but due to heavy license fee for providing mobile services, the tariff rates were very high. A mobile handset was costing around Rs. 15000 and outgoing and incoming call rates were Rs. 16/minute and Rs. 8/minute respectively. Mobile services were confined to affluent. That’s why BSNL was enjoying a monopoly market and it had emerged as the 7th largest Telecom Operating Company in the world.

But BSNL didn’t care about its customer retention. There were faults in network and complaints of poor quality services. The average number of faults per 100 main lines per year in BSNL’s landline network was more than 150 where as world average was only 25. The customer had to use BSNL’s services, as there was no other option for them. ENTRY OF PRIVATE PLAYERS AND BSNL WAS LOSING CUSTOMERS In 1994, Government of India introduced National telecommunication Policy (NTP) to release monopoly of state owned DoT and VSNL. Foreign investors were eligible to hold 49% stake of the telecom industry.

In 1999, GOI introduced a new telecom policy (NTP99) and telecom industry migrated to a revenue sharing regime. The license fee of providing mobile service was reduced and there was reduction in call rates by 60%. GOI further liberalized local telecom services and assured foreign involvement in long distance. 20 telecommunication services for basic telephony and 18 circles for mobile telephony had been created. BSNL was at worse hit due to the emergence of foreign investor in Indian Telecom market. Indian mobile market was at a potential growth. Over 32 million handsets were sold in India.

Reduced call rates had enabled every common middle class family to afford a cell phone. As BSNL was a product-oriented company, it didn’t focus to retain its customer base. As a result, BSNL’s customer base was shrinking at an alarming rate. Due to delay in deploying new connections, there was 20% decline in customer-based growth rate in 2002 as compared to previous year. Moreover, during 2002, customers surrendered around 2. 5 million landline connections. This is because, before mobile services became popular, many people used to take more than one landline connection for their communication convenience.

But mobile communication made the second landline option needless. In addition to this, one of the major reasons behind surrendering landline connection was 1×6 rule introduced by Income Tax Department. Under this rule, many subscribers who were exempt from tax, had to file income tax return if they owned a telephone. Not only from the mobile service providers, BSNL was also facing tough competition from new private landline operators. Many of BSNL’s customers who were under OYT (Own Your Telephone) scheme switched to private player to recover there deposit as there was significant difference charged by BSNL compared to the private players.

All these situations BSNL could have controlled but it didn’t. STEPS TOWARDS CUSTOMER ORIENTATION AND FORAY IN CELLULAR SERVICES In 2000, mobile service has seen phenomenal growth. BSNL had to take step towards survival. It decided to launch its cellular service by April, 2002. But the launched delayed for few months. This resulted in loss of many prospective customer. CellOne (Post-paid) and Excel (Pre-paid) were launched in October, 2002. It was launched in two-phases. Within December, 2002 they launched the service in metro-cities and town in all the states and remaining areas were covered by December, 2003.

It was the biggest cellular services till then in terms of networking and thus BSNL roped around 350,000 customers within the first 2 months of launch. BSNL’S CUSTOMAR ORIENTED APPROACH &REVISED MARKETING STRATEGY To strengthen its position in telecom industry, BSNL had to revamp its strategy and shift towards market orientation. “We are completely revamping the sales and distribution network,” Kuldeep Goyal,Chairman and MD,BSNL said. To have a competitive advantage, BSNL became more customer-focused. Acquiring customer is not sufficient but retention of customer is also equally important for company’s profitability and growth.

They introduced 7 P’s of service marketing in their marketing strategy. These P’s are product, price, place, promotion, physical evidence, people and process. COMPARISON OF P’S- PRODUCT Vs CUSTOMER ORIENTATION PRODUCT ORIENTATIONCUSTOMER ORIENTATION PRODUCT-Narrow Only Fixed LandLine. PRODUCT-Diversified •Universal Telecom Services- Fixed wireline services called ‘bfone’ and WLL (Wireless in Local Loop) using CDMA technology called ‘Tarang’. •Cellular Mobile Telephone Services- GSM Cellular service provider as CellOne (Post-paid) and Excel (Pre-paid). To built brand equity, BSNL re-branded its cellular services as BSNL Mobile. Internet – Dial-up connection internet services provided as ‘Sancharnet’(pre-paid) and ‘NetOne’(Post-paid). It also provides ADSL Broadband service for internet. 2007 was “Year of Broadband” in India. BSNL has around 50% market share in broadband in India. •Intelligent Network (IN) – Televoting, toll-free calling, premium calling etc. •3G- 3rd Generation service that facilitate video calling etc. •IPTV – ‘Internet Protocol Television’ facility that enable subscriber to watch TV through internet. •FTTH- ‘Fibre To The Home’ facility. It provides higher bandwidth for data transfer. BSNL has also launched an Entertainment Portal named ‘BSNL Hungama Portal’. From this portal, customer can download music, music videos, and various online games for free. PRICE- Due to monopoly in market prices were high and unfair. PRICE- BSNL accepted PRICING TRIPOD MODEL- a)Cost b)Competition &c)Value to customers. •Slashed STD,ISD call-rates to the lowest rate in the market. •BSNL reduced its tariff rates of cellular services, reduced airtime charges. Call rate of CellOne to CellOne and CellOne to BSNL Landline was low compare to other networks. PLACE- •BSNL provided telecom network access to 5. lakh villages through VPT (Village Public Telephone). It also provided 13. 59 million rural DELs. •Non-optimization of network capabilities was its weakness. PLACE- •Broadened its distribution network to ensure PAN-India reach. •Many sub franchisees, more than 150 retailers & many end user level employees are present to distribute the SIM card. PROMOTION- •No investment in advertising and promotion of product because they do not feel any need to raise awareness of the existence of the product. PROMOTION- To strengthen its brand position and to create awareness in mass, BSNL took some innovative promotional strategies.

Advertising and promotion is an important component of market orientation. •BSNL attracted its customer by providing low cost schemes. •In 2009 BSNL launched India’s 1st integrated Mobile advertising service. This enabled BSNL subscribers to earn talktime by registering in this service. It is currently available in BSNL’s West Zone circle. •To attract the customer they are providing celebrity endorsement. Deepika Padukone is brand ambassador. •On 20th March, 2009 BSNL advertised the launch of BlackBerry services in India. •BSNL tied up with ‘Rajdhani’ to publicize its 3G Network.

As much as 25000 square feet of BSNL advertisement would be wrapped on to Rajdhani Express trains with a special quality vinyl. It is a massive ‘Peacock Media’ campaign in visual area launched as ‘BSNL 3G branded Rajdhani Trains’ targeted to attract 15 million eye-balls in 34 location across 11 states. •To lure more customers of 3G, BSNL is offering free 3G Broadband data card. It is a 90 days promotional offer. BSNL’S CUSTOMER CARE SERVICES TO CATER SUBSCRIBER- •Set up more than 3200 ‘customer service centre’ across the country to provide connection easily and to also provide fault repair system easily. 81 ‘quality assurance center’ were also set up across India and these centers was made for conducting market research from the customers’ points of view and for evaluating and comparing the quality of the services offered by BSNL and its competitors. •BSNL created ‘call centers’ across the country to provide information and to answer customer queries. •Customers can make payments 24X7 at their convenience. PRESENT MARKET POSITION OF BSNL Though BSNL was adding customer very fast but due to delayed expansion plan it lost its 1st position and emerged as 2nd largest player after Hutch-Essar in mid-2003.

In August 2008, BSNL lost its number one position combining fixed and mobile phones to Bharti Airtel. As of March 2010, BSNL has over 63. 45 million customer base. It is the largest landline telephone service provider in India. It is the 4th largest operator by subscriber base in the GSM mobile segment after Bharti Airtel, Vodaphone and Idea Cellular. Since 2006, BSNL has embarked upon a transformation exercise to remain competitive, but still it is lacking in sales and distribution and innovative advertising compare to its competitor. That’s why its market share has declined to 15. 75% as on Feb, 2010 from 31. 9% in 2006-07 and recently in 2010, it lost its 3rd position in GSM mobile service near IDEA Cellular. Moreover, BSNL’s profit has come down to only 178 crore in 2009-2010. FUTURE PROSPECT OF BSNL BSNL is constantly making effort to modernize its marketing strategy, to introduce new services in affordable price, to improve its landline network and to provide value added services. To increase its market share, it is leasing passive infrastructure to other service provider, improving customer care and after sales service and BSNL is also trying to explore opportunities in overseas market.

It has also planned to roll out its Wimax Network to provide wireless broadband services in rural blocks in 2010-11. Future plan of BSNL is to increase its customer base to 108 million customer by 2010 and BSNL being a rural pioneer, recently bagged 80% of $US 580 million “Rural Telephony project of Government of India” and thus the target appears achievable. BSNL is also planning to go for IPO to offload 10% to public in Rs. 300-400 range. It would also increase its attachment with public and it would let public understand the kind of value BSNL generate in the telecom industry. Submitted by- GROUP-2

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Chapter Ii: Related Literature and Studies of Inventory System

Chapter II: Related Literature and Studies Review of Related Literature In exploration, we find new techniques, new knowledge, even develop new substances, gadgets, equipment, processes or procedures, imagination and skill is employed by the researcher. The commodities, new devices, services, in technology are needs of man for a better fuller life which is the concern of the research. These useful arts are the products of the technological environment and the end-user is society in general.

The fast growing trend and innovation in technologies today prompts researchers to conduct studies about the efficiency of system program. This Chapter presents a brief review of literature and studies, both local and foreign that is related to these studies. Review of Related Studies The following statements given are related to our study about the inventory system which is found very useful for the proponents in making the system. It is nearly impossible to overemphasize the importance of keeping inventory levels under control,” Ronald Pachura wrote in an article for IIE Solutions. “Whether the problems incurred are caused by carrying too little or too much inventory, manufacturers need to become aware that inventory control is not just a materials management or warehouse department issue. The purchasing, receiving, engineering, manufacturing, and accounting departments all contribute to the accuracy of the inventory methods and records. It is little wonder that business experts commonly cite inventory management as a vital element that can spell the difference between success and failure in today’s keenly competitive business world. Writing in Production and Inventory Management Journal, Godwin Udo described telecommunications technology as a critical organizational asset that can help a company realize important competitive gains in the area of inventory management.

According to Udo, companies that make good use of this technology are far better equipped to succeed than those who rely on outdated or unwieldy methods of inventory control. Automation can draidatically affect all phases of inventory management, including counting and monitoring of inventory items; recording and retrieval of item storage locations; recording changes to inventory; and anticipating inventory needs, including inventory handling requirements.

This is true even of stand-alone systems that are not integrated with other areas of the business. But many analysts indicate that productivity—and hence profitability—gains that are garnered through use of automated systems can be increased when a business integrates its inventory control systems with other systems, such as accounting and sales, to better manage…

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Popular Sports in Malaysia

A sport is an activity that is organized, competitive and entertaining, in which a winner can be defined by objective means. The sports in Malaysia has become a major activity in the local universities where they often perform an annual sports or recreational activities between universities and colleges merely to inculcate the spirit of cooperation and the spirit to win a competition and meet each other and thus strengthen the relationship between one another. Sports in field in Malaysia can be considered as a major sport that is done by people of multiple ages.

Among the sports in fields such as hockey, rugby and field bowling, football is the most popular sports in Malaysia. It requires very little equipment and effort to learn the basics. Thus, kids can start playing football at an early age and go on to become ardent followers of game. Badminton is one of the popular physical sports in our country. Players score points by striking a shuttlecock with their racquet so that it passes over the net and lands in their opponents’ half of the court.

Each side may only strike the shuttlecock once before it passes over the net. A rally ends once the shuttlecock has struck the floor. It is a very interesting sport game because it is a game that demonstrates speed, stamina, agility, power and also delicate skills and touches. Moreover, netball is a popular game for girls and women in Malaysia. It is part of the school curriculum with the basic skills being introduced at primary level as early as year 3 (8 years old).

Most schools, government agencies, universities, colleges, clubs and the private sector have their own netball teams. They play more for recreation than competition and usually twice a week. Water sports in Malaysia are also among the sports that attract public attention. There are various water sports such as yacht, speed boat, kayak, swimming, diving, water polo and snorkeling. These sports are usually played either at the aquatic center, ponds, lakes, rivers and sea. Water sports in Malaysia have also been introduced until the international level.

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Segway Case Analysis

Segway Case Analysis Review of the Material Segway, as its website promotes, is known to be the “leader in personal, green transportation (Segway, n. d. ). ” Segway provides an ample range of innovative products, whose primary markets are mainly US and other international corporations and individuals who are environmentally-conscious, technological savvy and have huge disposable income. Segway projects a vision of providing institutions and individuals with environmental-friendly, economical, modern and efficient modes of transportation.

Its most popular product is the Segway PT, a two-wheeled, self-balancing, electrically-generated vehicle, which was invented by Dean Kamen (Higginbotham, 2008 & Blackwell, 2007). More information about its products and how the business works are found in Segway’s website, a user-friendly and easy-navigation online portal. Although Segway may not reach a huge mass of consumers and is not yet able to catch much attention of the market, more opportunities are made available for this company, basing from economical, technological, and environmental trends that are existent.

According to surveys, Segway’s market could increasingly include millions of international clients, wherein its product reach could expand from its American market, particularly those living in urban cities. Segway’s product sales are hugely generated from its business and corporation dealings. To further reach more markets such as businesses and individuals, Segway tapped its online resources, wherein www. segway. com partnered with online retailer, Amazon. com for auction and bids of transporters made online.

However, partnerships with other online retailers are not sufficient, since Segway is still in the position of attracting more customers. Segway’s Strengths Segway was able to offer a product that has proven to be very useful for companies and huge firms. Segway’s Hts are visible in almost every huge corporation’s business operations. Thus, Segway have much exposure when it comes to delivering efficient technological products, as huge and credible corporations have attested so. Segway’s Weaknesses

Segway may have a problem with marketing, offering and distributing their products in potential market segments that are price-conscious, have strict riding rules, and are experiencing winter for the most part of the year. Such a weakness have possibilities of Segway having generated lower sales and market recognition and acceptance. Segway’s Opportunities Consumer income levels that are increasing, population veering into urban areas, and people very much receptive to technology, are but a few trends that could provide Segway to be more innovative with the products and services that they are going to offer.

Segway’s Threats Possible threats would be more companies are utilizing and patterning the technology used in the creation of Segway products. More so, a possible threat for Segway are governmental provisions and rules, such that states have outlined the cautious use of Segways . Issues Judging from the weaknesses and threats of Segway, the huge issue would be that the firm is not able to intercept much of the growing market in the transportation, technology and environmental sector combined, in a sense that there are many restrictions with their product use (such as drastic climatic changes and winter seasons).

Considerably enough, it is also hard for Segways to incerpt the market because of governmental issues and policies. Solution Better solutions for the issues experienced by Segway would be that it creates its products (such as scooters) that are innovative enough for use of people living in non-urban areas and those that experience winter in more than half the year.

Compliance with rules of their market’s terrain is also important in order to gain trust with the territory’s government, thereby patronizing people. References Blackwell, T. (2007). Building a balancing scooter. Retrieved January 28, 2011, from http://tlb. org/scooter. html Higginbotham, A. (2008, October 27). “Dean Kamen: part man, part machine. ” The Daily Telegraph (London). Segway. (n. d. ). About segway. Retrieved January 28, 2011, from http://www. segway. com/individual/models/index. php