completed eee project 1

8/17/2019 Completed EEE Project 1

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CHIEW BOOKS & SPORTS CENTRE SDN.BHD

TITLE :CHIEW BOOKS & SPORTS

CENTRE SDN.BHD

ENGINEERING ECONOMICS

ENTREPRENEURSHIP

PROJECT

NAME MATRIX COURSE CONTACT NUMBER

LAVENIA RAMESH 15864 CHE 010-9122458

JAYAKUMARESH

JAYABALAN

16085 CHE 016-9342602

NANTHINI RAMAN 15857 CHE 016-5394695

SARASUWATHIRAJASEGARAN

16079 CHE 014-6256231

SUGESWARAN

SAMINATHAN

16058 CHE 012-6257356

A REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE COURSE: EN!INEERIN! ECONOMICS " ENTREPRENEURSHIP#

UNI$ERSITI TE%NOLO!I PETRONAS

DECEMBER 2014

Submission Date :18 December 2014


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AC%NO&LED!EMENT

We are really grateful e!au"e #e $a%age& t' !'$(lete 'ur E%g)%eer)%g E!'%'$)!" a%&

E%tre(re%eur"*)(" (r'+e!t #)t*)% t*e t)$e g),e% y 'ur le!turer- Mr. Au Ba/ar Se&e/. T*)"

a"")g%$e%t !'ul& %'t e &'%e #)t*'ut t*e eff'rt a%& !'0'(erat)'% fr'$ 'ur gr'u( $e$er"

La,e%)a Ra$e"*- Jaya/u$are"* Jayaala%- Na%t*)%) Ra$a%- Sara"u#at*) Ra+a"egara% a%&

Suge"#ara% Sa$)%at*a%. We al"' ")%!erely t*a%/ 'ur le!turer f'r t*e gu)&a%!e a%&

e%!'urage$e%t )% f)%)"*)%g t*)" (r'+e!t a%& al"' f'r tea!*)%g u" )% t*)" !'ur"e. M're',er- #e

#'ul& l)/e t' e1(re"" 'ur grat)tu&e t' Mr. K.C. C*)a f'r t*e )%f'r$at)'% a%& #)ll)%g%e"" t' "(e%&

"'$e t)$e" #)t* u" f'r t*e )%ter,)e# (r'!e"". La"t ut %'t lea"t- #e #'ul& l)/e t' t*a%/ 'ur

fr)e%&" a%& e,ery'%e el"e #*' *a& g),e% t*e)r "u(('rt t' u" t*r'ug*'ut t*e !'$(let)'% 'f t*)"

(r'+e!t.

TABLE OF CONTENT

N'

2

T'()!2 3age"2

C'()* P+,) 4

A./'),)/ 5

T+) ' C'/)/ 6


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10 T*e'ry

11 I/*''/

12 E)() S+*;

13 M+/ '''',;

16 B',*+?>; ' >) O/)*

17 B=/)== O/)*=>?

18 P*') =+))/ +/ I?+'/=

7

8

9

54

55

56

56

5:

20 COM3ANY 3RO;ILE

21B=/)== H='*;

22 B=/)== M'+

23 B=/)== L+;'

24$='/ +/ M=='/

25 O*,+/@+'/ C>+*

26 S)*() ?*'()

57

5<

58

59

64

65

30 = STE3S A33ROACH MO>AL

31 S) O C)+* O) S+; L';+

34 M+/+,/, C=')*= +/ B=/)== !*'>

35 I)/+'/ ' P'==) R(+= +/ C'?)'*=

36 C'/ P*'?)* S;=)= +/ O?)*+'/=

37 E(++'/ +/ T+./, C'**)() A'/

38 S&OT A/+;==

66

6:

6<

6?

6?

6?

6=

6=

40 RECOMMENDATION41 P*' +/ S)*()=42 L'+'/43 E)*/+ B=/)==44 P*'''/+ M I?*'())/

45 O?)*+/, H'*= E)/='/46 B !'' M+*.) R)+'/=

:4

:4

:5

:6


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:6

::

50 CONCLUSION :7

60 61 REFERENCES

62 APPENDI

:?

:=

10 THEOR

11 INTRODUCTION

D)/'/ ' E/*)?*)/)*=E%tre(re%eur )" a #'r& &er),e& fr'$ t*e ;re%!* la%guage- @e%tre(re%&re $ea%)%g t'

@u%&erta/e. A!!'r&)%g t' S!ar'r'ug* a%& )$$er 5998D- e%tre(re%eur )" a% )%&),)&ual #*'-

rat*er t*a% #'r/)%g a" a% e$(l'yee- ru%" e)t*er a "$all 'r large u")%e"" a%& a""u$e" all t*er)"/ a%& re#ar& 'f a g),e% u")%e"" ,e%ture- )&ea- 'r g''& 'r "er,)!e 'ffere& f'r "ale.

T*e )/*)?*)/)* )" !'$$'%ly "ee% a" a u")%e"" lea&er a%& )%%',at'r 'f %e# )&ea" a%&

u")%e"" (r'!e""e".

D)/'/ ' E/*)?*)/)*=>?

T*e !a(a!)ty a%& #)ll)%g%e"" t' &e,el'(- 'rga%)e a%& $a%age a u")%e"" ,e%ture al'%g #)t*

a%y 'f )t" r)"/" )% 'r&er t' $a/e a (r'f)t. T*e $'"t ',)'u" e1a$(le 'f e%tre(re%eur"*)( )" t*e

"tart)%g 'f %e# u")%e""e". I% e!'%'$)!"- e%tre(re%eur"*)( !'$)%e&

#)t* la%&- la'ur - %atural re"'ur!e" a%& !a()tal !a% (r'&u!e (r'f)t. E%tre(re%eur)al "()r)t )"

!*ara!ter)e& y )%%',at)'% a%& r)"/0ta/)%g- a%& )" a% e""e%t)al (art 'f a %at)'%F" a)l)ty t'

"u!!ee& )% a% e,er !*a%g)%g a%& )%!rea")%gly !'$(et)t),e gl'al $ar/et(la!e.

I?'*+/) ' E/*)?*)/)*=>?

http://www.businessdictionary.com/definition/capacity.htmlhttp://www.businessdictionary.com/definition/develop.htmlhttp://www.businessdictionary.com/definition/manage.htmlhttp://www.businessdictionary.com/definition/manage.htmlhttp://www.businessdictionary.com/definition/manage.htmlhttp://www.businessdictionary.com/definition/business-venture.htmlhttp://www.businessdictionary.com/definition/business-venture.htmlhttp://www.businessdictionary.com/definition/risk.htmlhttp://www.businessdictionary.com/definition/order.htmlhttp://www.businessdictionary.com/definition/profit.htmlhttp://www.businessdictionary.com/definition/profit.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/economics.htmlhttp://www.businessdictionary.com/definition/land.htmlhttp://www.businessdictionary.com/definition/land.htmlhttp://www.businessdictionary.com/definition/labor.htmlhttp://www.businessdictionary.com/definition/labor.htmlhttp://www.businessdictionary.com/definition/natural-resource.htmlhttp://www.businessdictionary.com/definition/natural-resource.htmlhttp://www.businessdictionary.com/definition/capital.htmlhttp://www.businessdictionary.com/definition/produce.htmlhttp://www.businessdictionary.com/definition/innovation.htmlhttp://www.businessdictionary.com/definition/nation.htmlhttp://www.businessdictionary.com/definition/ability.htmlhttp://www.businessdictionary.com/definition/competitive.htmlhttp://www.businessdictionary.com/definition/competitive.htmlhttp://www.businessdictionary.com/definition/competitive.htmlhttp://www.businessdictionary.com/definition/global.htmlhttp://www.businessdictionary.com/definition/marketplace.htmlhttp://www.businessdictionary.com/definition/develop.htmlhttp://www.businessdictionary.com/definition/manage.htmlhttp://www.businessdictionary.com/definition/business-venture.htmlhttp://www.businessdictionary.com/definition/risk.htmlhttp://www.businessdictionary.com/definition/order.htmlhttp://www.businessdictionary.com/definition/profit.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/economics.htmlhttp://www.businessdictionary.com/definition/land.htmlhttp://www.businessdictionary.com/definition/labor.htmlhttp://www.businessdictionary.com/definition/natural-resource.htmlhttp://www.businessdictionary.com/definition/capital.htmlhttp://www.businessdictionary.com/definition/produce.htmlhttp://www.businessdictionary.com/definition/innovation.htmlhttp://www.businessdictionary.com/definition/nation.htmlhttp://www.businessdictionary.com/definition/ability.htmlhttp://www.businessdictionary.com/definition/competitive.htmlhttp://www.businessdictionary.com/definition/global.htmlhttp://www.businessdictionary.com/definition/marketplace.htmlhttp://www.businessdictionary.com/definition/capacity.html


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E%tre(re%eur"*)( )" a /ey &r),er 'f 'ur e!'%'$y Wealt* a%& a *)g* $a+'r)ty 'f +'" are

!reate& y "$all u")%e""e" "tarte& y e%tre(re%eur)ally $)%&e& )%&),)&ual"- $a%y 'f #*'$ g'

'% t' !reate )g u")%e""e". 3e'(le e1('"e& t' e%tre(re%eur"*)( freue%tly e1(re"" t*at t*ey

*a,e $'re '(('rtu%)ty t' e1er!)"e !reat),e free&'$"- *)g*er "elf e"tee$- a%& a% ',erallgreater "e%"e 'f !'%tr'l ',er t*e)r '#% l),e". A" a re"ult- $a%y e1(er)e%!e& u")%e"" (e'(le

('l)t)!al lea&er"- e!'%'$)"t"- a%& e&u!at'r" el)e,e t*at f'"ter)%g a r'u"t e%tre(re%eur)al

!ulture #)ll $a1)$)e )%&),)&ual a%& !'lle!t),e e!'%'$)! a%& "'!)al "u!!e"" '% a l'!al- %at)'%al-

a%& gl'al "!ale.

E/*)?*)/)*+ C>+*+)*==

5. 3la% e,eryt*)%g.

6. Ma%age $'%ey #)"ely

:. 3r)'r)ty t' !u"t'$er

7. Bu)l& a t'( %'t!* u")%e"" tea$


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E%tre(re%eur"*)( (r'+e!t )" a% a"")g%$e%t )% #*)!* "tu&e%t" $u"t #'r/ )% a tea$ #)t*

gu)&a%!e fr'$ t*e le!turer- Mr. Au Ba/ar Se&e/ B)% A&ul Ja$a/. Stu&e%t" are a"")g%e& t'

f'r$ a gr'u( 'f < a%& #r)te a re('rt '% *'# t' !reate a "u!!e""ful u")%e"" ,e%ture". I% t*)"

(r'+e!t- "tu&e%t" are reu)re& t'20

• I&e%t)fy a%y u")%e"" 'f )%tere"t

• U%&er"tu&y t*e u")%e"" y l''/)%g at t*e ,ar)'u" )""ue" fa!e& y t*e e%tre(re%eur

• C'%")&er #ay" )% &eal)%g #)t* t*e ,ar)'u" "ta/e*'l&er" 'f t*e e%tre(re%eur

• I&e%t)fy (r'le$" fa!e& y t*e e%tre(re%eur a%& t*e u")%e"" u%&er"tu&)e&

•

C'%")&er #ay" )% #*)!* t*e u")%e"" !a% e &e,el'(e& a%& "tre%gt*e%e& )%t' )ggeru")%e""

• >e,)"e a "trateg)! u")%e"" (la% !'%")&er)%g t*e re"'ur!e" a,a)lale a%& $ar/et ('te%t)al"

• 3r'&u!e a re"ear!* re('rt- (re"e%t f)%&)%g" a%& $a&e re!'$$e%&at)'%" '% *'# t*e

u")%e"" "*'ul& e &e,el'(e& y #r)t)%g u( a u")%e"" (la%.

T*e '+e!t),e 'f t*)" (r'+e!t )" t' e%ale "tu&e%t" t' a((re!)ate t*e (ra!t)!al )""ue" fa!e& y

"trateg)! e%tre(re%eur" a%& a((ly /%'#le&ge lear%t )% a !la""r''$ e%,)r'%$e%t )%t' a real0l)fe

")tuat)'%.

We *a,e !*'"e% C>) B''.= " S?'*= C)/*)- a% e%ter(r)"e l'!ate& at Telu/ I%ta%- 3era/

f'r t*)" (r'+e!t. T*e '#%er 'f t*e !'$(a%y )" Mr K.C. C*)a. Our gr'u( *a" )%ter,)e#e& Mr.C*)a

t' get a etter u%&er"ta%&)%g a'ut *)" u")%e"". T*e :4 $)%ute" )%ter,)e# *a& g),e u" $u!*

)%")g*t a'ut *)" e%ter(r)"e. He al"' &)"!u""e& a'ut t*e (r'le$" *e *a& e%!'u%tere& &ur)%g

t*e "tart u( 'f *)" u")%e"" a%& al"' *'# *e *a& ta!/le& t*'"e (r'le$" )% 'r&er t' "tre%gt*e%

*)" u")%e"" )%t' a $u!* larger "!ale.

JOB >ESCRI3TION 20

• I%!rea"e" $a%age$e%tF" effe!t),e%e"" y re!ru)t)%g- "ele!t)%g- 'r)e%t)%g- tra)%)%g-

!'a!*)%g- !'u%"ell)%g- a%& &)"!)(l)%)%g $a%ager" !'$$u%)!at)%g ,alue"- "trateg)e"- a%&

'+e!t),e" a"")g%)%g a!!'u%ta)l)t)e" (la%%)%g- $'%)t'r)%g- a%& a((ra)")%g +' re"ult"

&e,el'()%g )%!e%t),e" &e,el'()%g a !l)$ate f'r 'ffer)%g )%f'r$at)'% a%& '()%)'%" (r',)&)%ge&u!at)'%al '(('rtu%)t)e".


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• >e,el'(" "trateg)! (la% y "tu&y)%g te!*%'l'g)!al a%& f)%a%!)al '(('rtu%)t)e"

(re"e%t)%g a""u$(t)'%" re!'$$e%&)%g '+e!t),e".

• A!!'$(l)"*e" "u")&)ary '+e!t),e" y e"tal)"*)%g (la%"- u&get"- a%& re"ult"

$ea"ure$e%t" all'!at)%g re"'ur!e" re,)e#)%g (r'gre"" $a/)%g $)&0!'ur"e !'rre!t)'%".

• C''r&)%ate" eff'rt" y e"tal)"*)%g (r'!ure$e%t- (r'&u!t)'%- $ar/et)%g- f)el&- a%&

te!*%)!al "er,)!e" ('l)!)e" a%& (ra!t)!e" !''r&)%at)%g a!t)'%" #)t* !'r('rate "taff.

• Bu)l&" !'$(a%y )$age y !'lla'rat)%g #)t* !u"t'$er"- g',er%$e%t- !'$$u%)ty

'rga%)at)'%"- a%& e$(l'yee" e%f'r!)%g et*)!al u")%e"" (ra!t)!e".

• Ma)%ta)%" ual)ty "er,)!e y e"tal)"*)%g a%& e%f'r!)%g 'rga%)at)'% "ta%&ar&".

• Ma)%ta)%" (r'fe"")'%al a%& te!*%)!al /%'#le&ge y atte%&)%g e&u!at)'%al #'r/"*'("

re,)e#)%g (r'fe"")'%al (ul)!at)'%" e"tal)"*)%g (er"'%al %et#'r/" e%!*$ar/)%g "tate0'f0

t*e0art (ra!t)!e" (art)!)(at)%g )% (r'fe"")'%al "'!)et)e".

• C'%tr)ute" t' tea$ eff'rt y a!!'$(l)"*)%g relate& re"ult" a" %ee&e&.

12 EECUTI$E SUMMAR

T*e '% t*e #*'le (r'+e!t 'r !a"e "tu&y )" a"e& '% C*)e# B''/" S('rt" Ce%ter #*)!* )"

l'!ate& )% Telu/ I%ta%- 3ERAK. T*e '#%er 'r &)re!t'r 'f t*)" ''/ "t're a%& "('rt" !e%tre-

Mr. K.C. C*)a- #a" )%ter,)e#e& )% a gr'u( 'f f),e "tu&e%t" fr'$ U%),er")t) Te/%'l'g)

3ETRONAS- )% 'r&er t' atta)% "'$e ,aluale fa!t" regar&)%g t*e u")%e"" a%& t*e "*'(.

T*e ue"t)'%%a)re" #ere (re(are& a%& t*e e1a$(le" 'f ue"t)'%" a"/e& #ere a"e& '%

t*e)r (a"t t*e)r u")%e"" (la% a%& #*at are t*e fa!t'r" )%flue%!e t*e$ t' e!'$e


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"u!!e""ful a%& t*e)r u")%e"" "trateg)e". T*e $a)% g'al #a" t' re!'g%)e a'ut t*e)r

u")%e""- #*)!* !'ul& e *el(ful )% future u%&erta/)%g".

;urt*er$'re- Mr. C*)a al"' "*are& *)" '()%)'%" a%& ,)e#" regar&)%g *)" u")%e"" a%& al"'

'rga%)at)'% 'r $a%age$e%t "trateg)e". He !''(erate& #ell e%'ug* )% 'r&er t' ga)%

&ef)%)te ")g%)f)!a%t fa!t". He *a" a (*y")!ally ('#erful (er"'%al)ty a%& g''& lea&er"*)(

"/)ll". T*)" a"(e!t )" ',)'u" #*e% *e #a" #)ll)%g t' "*are #*at are t*e &)ff)!ult)e" fa!e& y

*)$ a%& *'# *e ',er!'$e" )t.

13 MAIN OBECTI$ES

O


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• T' !'%tra"t a%& e1a$)%e t*e ,alue" a%& u")%e"" (la% t*at Mr. K.C. C*)a- t*e '#%er 'f

C*)e# B''/" S('rt" Ce%tre u"e& #)t* E%tre(re%eur"*)( /%'#le&ge.

• T' re!'g%)e t*e "trategy a%& le""'% lear%t )% 'r&er t' e!'$e a ,)!t'r)'u"

E%tre(re%eur"*)(.

14 RATIONALE OF BUSINESS STUD

C*)e# B''/ S('rt" S&% B*& )" !*'"e% e!au"e 'f t*e)r ?*'''/. T*)" )" e!au"e t*ere

are fe# e,e%t" )% UT3 #*)!* *a" ee% !'%&u!te& earl)er "u!* a" YSR- t*ey *a,e g),e% u"

"tat)'%ary "tuff" a%& "('rt" eu)($e%t" f'r !*ea(er (r)!e" ")%!e t*ey are "ell)%g )% ul/. We

al"' feel t*at t*ey are "ell)%g t*)%g" f'r rea"'%ale (r)!e f'r t*e !u"t'$er". T*u" fr'$ t*e

(r'$'t)'% t*ey ga,e u" attra!te& t' /%'# $'re a'ut t*)" "*'(.

Be")&e" t*at- C*)e# B''/ S('rt" S&% B*& )" !*'"e% e!au"e >) +/+,))/ +/

'/+'/ =.= et#ee% !u"t'$er" are ,ery g''&. T*ey $a%age t*e "*'( ,ery #ell y

a((')%t)%g :07 (er"'%" )% !*arge f'r ea!* &e(art$e%t )% t*e "*'(. It "*'#" t*e)r #'r/ )" ,ery

"y"te$at)!. C'$$u%)!at)'% et#ee% !u"t'$er a%& #'r/er )" )% g''& le,el. It !a% e "ee% y

t*e #ay t*e #'r/er a((r'a!* t*e !u"t'$er" a%& *el()%g t*e$. Ot*er t*a% t*at- t*ey attra!t

(e'(le y *a,)%g ,ery !lea% a%& #ell 'rga%)e& "*'(. T*ey e,e% "ell ,ar)ety 'f #*)!* $a/e"

(e'(le t' !'$e t' t*)" "*'( a%& (ur!*a"e t*)%g".


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15 METHODOLO!

;)%&)%g f'r ty(e 'f u")%e""

3re(are& ue"t)'%%a)re t' a"/


11/40


16 BIO!RAPH OF THE O&NER

Na$e 2 K.C. C*)a

Age 2 75

3la!e 'f )rt* 2 Su%ga) Be"ar- Sela%g'r

E&u!at)'% 2 SMK Su%ga) Be"ar

E1(er)e%!e 2 5< year" )% u")%e"" a%& $ar/et)%g l)%e

R'le $'&el 2 R'ert Ku'/ Malay")a" R)!*e"t 3er"'%D

3'")t)'% )% t*e !'$(a%y 2 Ma%ag)%g >)re!t'r Telu/ I%ta% Bra%!*D

17 BUSINESS O&NERSHIPS

A u")%e"" e%t)ty )" a !'$$er!)al a%& !'r('rate )%"t)tut)'% t*at )" f'r$e& a%& a&$)%)"tere& a"

(er !'$$er!)al la# )% 'r&er t' e%gage )% u")%e"" a!t),)t)e"- u"ually t*e "ale 'f a (r'&u!t 'r a

"er,)!e. T*ere are t*ree ty(e" 'f u")%e"" e%t)t)e" &ef)%e& )% t*e legal "y"te$" )% Malay")a.

T*)" )%!lu&e" "'le (r'(r)et'r"*)(- (art%er"*)( a%& !'r('rat)'%.

C*)e# B''/" S('rt" Ce%tre fall" u%&er P+*/)*=>? P*'?*)'*=>? !ateg'ry. A (art%er"*)(

u")%e"" aut'$at)!ally eg)%" #*e% t#' 'r $'re (e'(le &e!)&e t' g' )%t' u")%e"". T*ere are

%' &'!u$e%t" t' f)le t' eg)% a "'le (r'(r)et'r"*)( 'r a (art%er"*)(. H'#e,er- u")%e""e" are

reu)re& t' f)le art)!le" 'f )%!'r('rat)'%- al"' /%'#% a" a !ert)f)!ate 'f f'r$at)'%- t' legally f'r$

• Gat*ere& all t*e )%f'r$at)'% a%& &ata

• I%ter(retate t*e )%f'r$at)'%

• Ta"/ &)"tr)ut)'%

C'$()lat)'% 'f t*e re('rt

http://en.wikipedia.org/wiki/Commercial_lawhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Business_entitieshttp://en.wikipedia.org/wiki/Commercial_lawhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Business_entities


12/40


a !'r('rat)'% )% a%y "tate. Ea!* "tate !*arge" a fee- #*)!* ,ar)e" fr'$ "tate t' "tate- t' f)le

art)!le" 'f )%!'r('rat)'%. I% a&&)t)'%- !'r('rat)'%" are reu)re& t' reg)"ter #)t* ea!* "tate #*ere

t*e !'$(a%y )%te%&" t' $a/e u")%e"" tra%"a!t)'%". T*)" reu)re$e%t )" %'t )$('"e& '% "'le

(r'(r)et'r"*)(" 'r (art%er"*)(".

A(+/+,)= ' P+*/)*=>?= B=/)==

3art%er"*)(" are relat),ely ea"y t' e"tal)"*.

W)t* $'re t*a% '%e '#%er- t*e a)l)ty t' ra)"e fu%&" $ay e )%!rea"e&- 't* e!au"e t#' 'r

$'re (art%er" $ay e ale t' !'%tr)ute $'re fu%&" a%& e!au"e t*e)r 'rr'#)%g !a(a!)ty $ay

e greater.

3r'"(e!t),e e$(l'yee" $ay e attra!te& t' t*e u")%e"" )f g),e% t*e )%!e%t),e t' e!'$e a

(art%er.

A (art%er"*)( $ay e%ef)t fr'$ t*e !'$)%at)'% 'f !'$(le$e%tary "/)ll" 'f t#' 'r $'re

(e'(le. T*ere )" a #)&er (''l 'f /%'#le&ge- "/)ll" a%& !'%ta!t".

3art%er"*)(" !a% e !'"t0effe!t),e a" ea!* (art%er "(e!)al)e" )% !erta)% a"(e!t" 'f t*e)r

u")%e"".

3art%er"*)(" (r',)&e $'ral "u(('rt a%& #)ll all'# f'r $'re !reat),e ra)%"t'r$)%g.

18 PROBLEM STATEMENTS AND IMPLICATIONS

A" f'r 't*er e%tre(re%eur"*)("- C*)e# B''/" S('rt" Ce%ter al"' fa!e" "e,eral (r'le$"

t*r'ug*'ut t*e)r +'ur%ey a%& )$(l)!at)'%" 'f t*e"e (r'le$" #)ll e &e"!r)e& a" el'#2

PROBLEMS IMPLICATIONS OF PROBLEMS

H,> )?)/=)= '* '=/, /))) += /+

/()=)/ ' /+) >= =/)==

3r'l'%ge& t*e '(e%)%g t)$e 'f t*)" "*'( a"

"a%!t)'% %ee&e& t' e a((r',e& y t*e a%/"

a" #ell 't*er )$('rta%t &'!u$e%tat)'% %ee&e&

$u"t e (re(are& t' e%"ure "$''t* (r'!e"".

L+./, ' =)/ '*.)*= ' ) +

>)?/, >+/ / +/+,/, >= =>'?

Se,eral #'r/" are &elaye& a%& $'re t)$e

ta/e% t' !'$(lete a ta"/ ")%!e le"" (e'(le


13/40


)=?)+; '+*= >) ;)+* )/ a,a)lale t' !'$(lete t*e #'r/ g),e%. T*)" !a%

!au"e !u"t'$er t' e &)""at)"f)e& #)t* t*e

(r',)&e& "er,)!e a%& '(t t' g' t' &)ffere%t

"*'(.

T>) =>'? = '+) + =>+*? )/ '*

'+*= >) )/ ' >) *'+ +./, )==

(=) ' >) ?)'?) +*'/

3e'(le te%& t' l'"e tra!/ 'f t*e e1a!t l'!at)'%

'f t*e "*'( a" )t )" %'t ")tuate& %ear t*e $a)%

r'a&" 'r )% a $)&&le 'f Telu/ I%ta% !)ty. W)t*'ut

(r'(er (r'$'t)'% 'r ")g%" u"e t' )%&)!ate t*e

l'!at)'% 'f t*e "*'(- !u"t'$er" !a% te%& t'

uy at &)ffere%t "*'( t*at are $'re ,)")le a%&

"ee% y t*e u"er".Tale 62 I%&)!at)%g t*e (r'le$" a%& )$(l)!at)'% fa!e& y C*)e# B''/" a%& S('rt".

20 COMPAN PROFILE

21 BUSINESS HISTOR

C*)e# B''/" S('rt" Ce%tre" "tart (')%t !a% e tra!e& a!/ t' Saa/ Ber%a$- Sela%g'r.

Saa/ Ber%a$- Sela%g'r )" t*e f)r"t 'f $a%y 'utlet" 'r ra%!*e" 'f C*)e# B''/" S('rt"

Ce%tre #ere egu%. Ba!/ )% 5999- t*e ,ery f)r"t C*)e# B''/" S('rt" Ce%tre u")%e"" eg)%"

)% "er,)!e )% Saa/ Ber%a$ '% a ,ery t)%y "!ale y +u"t "ell)%g "tat)'%ary )te$". A" t*e

(r'&u!t)'% eg)%" t' gr'# a%& a" t*e year" gr'#- "' &)& C*)e# B''/" S('rt" Ce%tre a&&e&

t' "ell "('rt" eu)($e%t" t'' a" #ell.

Ba!/ )% 5999- )t #a" f)r"t "tarte& 'ff #)t* +u"t "ell)%g t*e a")! a%& %'r$al "tat)'%ary )te$"- a%&

"''% C*)e# B''/" S('rt" Ce%tre "tarte& a&&)%g u( ,ar)ety 'f "tat)'%ary )te$" "u!* a" %'te

''/ a%& !'l'ur (a(er" a%& a" #ell a" "('rt" )te$" t*at !'ul& e "'l& "u!* a" "/)(()%g r'(e"-

()%g ('%g all" a%& $a%y $'re. A" t*e "ale" eg)% t' a&,a%!e a%& a" t*e ''/ "t're ga)%

$'re (r'f)t"- t*e %u$er 'f ra%!*e" 'r 'utlet" al"' eg)%" t' )%!rea"e" al"'. After t*e f)r"t

'utlet )% Saa/ Ber%a$- %'# C*)e# B''/" S('rt" Ce%tre *a" "tret!*e& 'ut )t" u")%e"" t'

f'ur $'re ra%!*e" )% 3era/ State #*)!* are l'!ate& at Telu/ I%ta%-3era/- )% S)t)a#a%-3era/-

)% Huta% Mel)%ta%g- 3era/ a%& )% Su%ga) Be"ar- Sela%g'r.

T*e ra%!* 'r 'utlet 'f C*)e# B''/" S('rt" Ce%tre #*)!* )" '(erat)%g )% Telu/ I%ta% )" e)%g

*el& a%& ru% y Mr. K. C. C*)a 'r /%'#% a" Mr. C*)a y *)" #'r/er" a%& *)" !u"t'$er". T*e

"ale" #ere "tarte& )% year 6444. At t*e age 'f 6= Mr. C*)a eg)%" t*)" u")%e""- #*e% *e

"('tte& Telu/ I%ta% a" a% )&yll)! (la!e t' e%large C*)e# B''/" S('rt" Ce%tre $ar/et t' t*e

(e'(le ar'u%& t*)" t'#%.


14/40


T' "tart 'ff t*)" u")%e""- Mr. C*)a "ur,eye& a fe# 'f "*'( l't" ef're &e!)&)%g t' (ur!*a"e t*)"

t#' fl''r "*'( l't at a (r)!e 'f RM 844-444. T*e (ur!*a"e #a" "u!!e""ful a" t*e a((l)!at)'%

l'a% f'r '(e%)%g t*)" ''/ "t're #a" a((r',e& y t*e a%/. T*u" )t #a" ('"")le f'r C*)e#

B''/" S('rt" Ce%tre t' '(e% )t" 7t*

ra%!* *ere )% Telu/ I%ta%.

A" t*e "(a!e 'f *)" ''/ "t're )" ,ery )g- Mr. C*)a &eter$)%e& t' ta/e )% a" $a%y ('"")le

,ar)et)e" 'f t*)%g" t*at !'ul& e "'l& )% *)" 'utlet "tart)%g fr'$ "tat)'%ary- t' "$all !'$(uter

)te$" l)/e (e% &r),e"- t' "!*''l a%& /)%&ergarte% ''/"- t' f)le"- t' "('rt" eu)($e%t" a%&

f)%ally tr'(*)e" a%& "'u,e%)r".

T' attra!t *)" !u"t'$er"- a $'%t* ef're t' t*e '(e%)%g 'f *)" 'utlet- Mr. C*)a (r)%te& a !'u(le

'f a%%er" a%& *u%g t*e$ ar'u%& Telu/ I%ta%" area. By +u"t *a%g)%g a%%er" ar'u%& t*e area-

Mr. C*)a real)e& t*at )t" %'t "uff)!)e%t t' ga)% !u"t'$er". T*eref're *e !a$e u( #)t* a% )&ea 'f ,)")t)%g "!*''l" %eary Telu/ I%ta% a%& (r',)&)%g t*e$ #)t* VI3 Car& a%& r'!*ure" #*erey

t*ey #)ll e g),e% a "(e!)al &)"!'u%t #*e% t*ey (ur!*a"e a%y )te$ at *)" 'utlet. T*)" $et*'&

(r',e& t' e "u!!e""ful f'r Mr. C*)a- a" #*e% *e '(e%e& t*e 'utlet- t*e %u$er 'f !u"t'$er"

*e get *a" e ,ery "at)"fy)%g a%& a" t*ey !'%t)%ue t' ,)")t *)" 'utlet !u"t'$er eg)% t' "(rea&

g''& #'r&" a'ut C*)e# B''/" S('rt" Ce%tre . T*)" e!a$e a ,ery !'"t "a,)%g $et*'& f'r

Mr. C*)a t' (r'$'te *)" u")%e"" a%& ga)% $'re !u"t'$er.

A year )%t' full '(erat)'%- C*)e# B''/" S('rt" Ce%tre *a" ee% ale t' e"tal)"* )% Telu/

I%ta% a" t*ey !'%t)%ue t' attra!t (e'(le fr'$ t*e l'!al area- "!*''l" a%& u%),er")t)e" "u!* a"

U)TM Telu/ I%ta% a%& K'le+ K'$u%)t) Telu/ I%ta%.

22 BUSINESS MODAL

T' "tart 'ff a%y u")%e""- t*e $'"t fu%&a$e%tal t*at )" %ee& f)r"t )" t*e $'&al. A $'&al )" t*e

r''t t' eg)% a%y u")%e"". ;'r Mr. C*)a t' eg)% *)" u")%e""- *e *a& t' "(e%& RM 844-444 t'

uy t*e &e")re& t#' "t'ry "*'(()%g l't a%& a" a'ut RM 644-444 '% !'"t f'r (r'&u!t" t' e

"'l& a%& 't*er e1(e%"e". T*)" !'"t !a% e !ateg'r)e& )%t' t#' #*)!* )" t*e "tart0u( !'"t a%&

t*e '(erat)'%al !'"t. T*e"e t#' ty(e" 'f !'"t !a% e furt*er e1(la)%e& )% 7 !ateg'r)e" #*)!*

are2

221 L'+'/ C'=

;'r e,ery u")%e"" t' e '(erat)%g- )t reu)re" a (r'(er l'!at)'% t' e"tal)"* )t"elf. T*e $'re

"trateg)! t*e l'!at)'% 'f u")%e"" t*e $'re $'%ey )t )" g')%g t' !'"t. A u")%e"" '#%er *a" t#'

'(t)'%" #*e% )t !'$e" t' &e!)&)%g '% a l'!at)'%. T*e u")%e"" '#%er !a% e)t*er !*''"e t'

(ur!*a"e t*e l'!at)'% 'r ta/e t*e l'!at)'% f'r lea"e. He 'r "*e !a% a!u)re t*e a"")"ta%!e 'f

a%/" t' a)& t*e (ay$e%t 'f t*e l'!at)'%. It" *)g*ly )$('rta%t t' !*''"e a "trateg)! l'!at)'%- a"


15/40


e)%g )% (r'(er l'!at)'% re"ult" )% *)g*er "ale" t*eref're t*)" )%!rea"e" t*e (r'f)t 'f t*e

u")%e"". C*)e# B''/" S('rt" Ce%tre )" l'!ate& )% a &e!e%t area a" )t "urr'u%&e& y t#'

u%),er")t)e" a%& !'llege" a%& a *'"t 'f "!*''l #*' are all ('"")le !u"t'$er".

222 E?';)/ O S+= A/ &'*.)*=

O%!e a u")%e"" l'!at)'% *a" ee% &e!)&e&- t*e %e1t )$('rta%t t*)%g t*e u")%e"" '#%er *a"

t' ta/e )%t' a!!'u%t )" t*e e$(l'y$e%t 'f "taff a%& #'r/er". T*)" )" e!au"e- t' ru% a%&

$a%age a "u!!e""ful u")%e"" ,e%ture- )t reu)re" a tea$ 'f (e'(le a%& (r'(er 'rga%)at)'%. It

)" )$('"")le t' a!*)e,e a "u!!e""ful le,el u")%e"" ,e%ture y +u"t *a,)%g t*e u")%e""

'(erat'r t' !'%&u!t t*e #*'le u")%e"". Ta/)%g )%t' a!!'u%t C*)e# B''/" S('rt" Ce%tre

#*)!* 'ffer" a ,ar)ety 'f (r'&u!t" t' e "'l&- t*u" )t" *)g*ly )$('rta%t t' *a,e "uff)!)e%t %u$er

'f e$(l'yee a%& a (r'(er "y"te$ t' e%"ure "$''t* fl'# 'f u")%e"".

Mr. C*)a *a" ta/e% t*)" fa!t'r )%t' *)" !'%")&erat)'% ef're "tart)%g t*)" u")%e"" a" )t )" !lear

t*at *e *a" *)re& t*e reu)re& %u$er 'f "taff %ee&e& t' e%"ure *e !a% '(erate *)" u")%e""

"$''t*ly #)t*'ut a%y "eta!/". T*e '%ly &ra#a!/ 'f *)r)%g $'re e$(l'yee" )" t*at- )t reu)re"

a large a$'u%t 'f $'%ey a" all t*)" e$(l'yee %ee&" t' e (a)& $'%t*ly "alary. Yet *a,)%g t*e

a((r'(r)ate %u$er 'f #'r/er" $ea%" a "$''t* fl'# 'f u")%e"" t*u" re"ult)%g )% *)g*er (r'f)t

#*)!* !'ul& !'$(e%"ate t*e e$(l'yee" "alary.

223 P*' S'.O%e t*)%g Mr. C*)a *a" t' &' t' $a)%ta)% t*e !u"t'$er" retur%)%g t' t*e 'utlet are "at)"f)e&- *e

al#ay" $a/e !erta)% t*ere )" e%'ug* a$'%g 'f "u((ly a,a)lale f'r t*e &e$a%&" 'f *)"

!u"t'$er". T*ere $ay e ")tuat)'%" #*erey Mr. C*)a !'ul& re!e),e 'r&er" )% ul/. T*eref're )t

)" %e!e""ary t*at C*)e# B''/" S('rt" Ce%tre al#ay" !*e!/" a%& $a/e "ure )t *a" "uff)!)e%t

"t'!/ (r'&u!t" )% (la!e at all t)$e. By a%aly")%g t*e)r "ale" regularly- Mr. C*)a #'ul& e ale t'

(re&)!t t*e a$'u%t 'f "t'/e t*at )" %ee& at a (art)!ular t)$e a%& t*eref're !a% !arry '% #)t*

'r&er)%g t*e %ee& a$'u%t 'f "t'!/ t*u" %'t ',er uy)%g "t'!/" a%& !'"t)%g l'"". At t*e "a$e

y *a,)%g (r'(er (la%%)%g 'f )$('rt)%g t*e "t'!/- Mr. C*)a !a% 'r&er t*e$ le""er a$'u%t 'f

t)$e" a%& y &')%g "' *e !a% "a,e '% "*)(()%g !'"t.

224 B=/)== P*'''/


16/40


T*e $a+'r a"(e!t )% e%"ur)%g t*e l'%g l)fe 'f a (r'&u!t)'% )" y *a,)%g !u"t'$er" t' /ee(

retur%)%g t' t*e 'utlet. 3r'$'t)'% (lay" a ,ery )$('rta%t r'le t' $a/e t*e !u"t'$er" /ee(

retur%)%g t' t*e "*'(. It #)ll 'utlay t*e u")%e"" '#%er a% e1tra !'"t t' &' g''& (r'$'t)'% ut

t*e re)$ur"e$e%t )t !'ul& r)%g t' t*e u")%e"" !'ul& e ,ery ,a"t a%& alter )t t' a a&,a%!e&ra%/ a%& g),)%g e%'r$'u" "u$ 'f (r'f)t. At (re"e%t Mr. C*)a u"e" t*e #'r& y $'ut* $et*'&

ut *e *a" ta!t)!" '% &')%g )$(r',e& e%&'r"e$e%t )% t*e %ear future "u!* a" &')%g te$(late"

a%& "' '%.

23 BUSINESS LAOUT


17/40


24 $ISION AND MISSION

STATIONARI

NOTEBOOKS

COLOUR 3A3ERS

SOUVENIERS

GI;TS

BOOKS ;OR HIGH

SCHOOL

FIRST FLOOR

GROUND FLOOR

OOKS ;OR

3RIMARY

SCHOOLS

CASHIE

TRO3HI

ES

CHIEW BOOKS & SPORTS

BOOKS ;OR 3RE0

SCHOOL

;ILES


18/40


V)")'% "tate$e%t" *el( t' &e"!r)e t*e 'rga%)at)'%F" (ur('"e 'r )t" target. V)")'% "tate$e%t"

al"' )%!lu&e t*e 'rga%)at)'% ,alue". V)")'% "tate$e%t" g),e &)re!t)'% f'r e$(l'yee e*a,)'r

a%& *el(" (r',)&e )%"()rat)'%. Strateg)! (la%" $ay reu)re a $ar/et)%g "trategy- #*)!* !'ul&

)%!lu&e t*e ,)")'% "tate$e%t t' al"' *el( )%"()re !'%"u$er" t' #'r/ #)t* t*e 'rga%)at)'%. A%yu")%e"" ,e%ture- )t *a" t' "et )t" '#% ,)")'% #*)!* *a" t' e a!!'$(l)"*e& )% a !erta)% (er)'&

'f t)$e fra$e #*)le "u!!ee&)%g t'#ar&" t*e !'$(a%y" $)"")'% at t*e "a$e t)$e. A ,)")'% !a%

&ef)%e& a" a "et 'f target" #*)!* t*e u")%e"" (la%" t' a!*)e,e )% a "(e!)f)! (er)'& 'f t)$e.

Mea%#*)le a $)"")'% !a% e &ef)%e& a" a "tate$e%t #*)!* )" $ea%t f'r e$(l'yee" a%& lea&er"

'f t*e 'rga%)at)'% 'f t*e u")%e"". Strateg)! (la%" $ay )%,'l,e !*a%g)%g t*e $)"")'%

"tate$e%t t' refle!t a %e# &)re!t)'% 'f t*e 'rga%)at)'%. H)g*l)g*t)%g t*e e%ef)t" 'f t*e !*a%ge

a%& $)%)$))%g t*e &ef)!)t" #)ll *el( e$(l'yee" a%& t*e (ul)! uy )%t' t*e !*a%ge.

25 OR!ANISATION CHART

O&NER

MR.K.C. CHIA

SUPER$ISOR

MISS.TAN LI LIAN


19/40


26 SER$ICES PRO$IDED

;'r "tu&e%t" ra%g)%g fr'$ /)%&ergarte% u( t' u%),er")ty le,el- C*)e# B''/" S('rt"

Ce%tre a!t" a" '%e "t'( "er,)!e (r',)&er a" t*ey *a,e all t*e "tat)'%er)e" %ee&e& f'r a

/)%&ergarte% /)&" t' "tu&e%t" )% u%),er")t)e". T*ey a!!'$(l)"* t*e %ee& 'f a "tu&e%t y

(r',)&)%g a ,ar)ety 'f "er,)!e fr'$ ''/" t' )%&)%g t' tr'(*y t' (*'t'"tate t' (r)%t)%g. ;r'$ t*e

lay'ut 'f t*e u")%e"" 'f C*)e# B''/" S('rt" Ce%tre - t*e f)r"t t*)%g t*e !u"t'$er #'ul& ale

t' "ee )" a #)&e ra%ge 'f "tat)'%ary )te$" t*at ,ar)e" fr'$ (e% t' %'te''/ t' !'l'ur (a(er" u(

t' f)le". T*ere are ,ar)et)e" 'f &e")g%" 'f $e&al"- tr'(*y a%& "'u,e%)r" a%& g)ft #*)!* !u"t'$er

!a% uy '% t*e "('t 'r e,e% (re 'r&er t' Mr. C*)a *)$"elf 'r t' *)" #'r/er" #*)!* )" ")tuate& '%

t*e &)"(lay "*el,e" 'f C*)e# B''/" S('rt" Ce%tre. O% t*e 't*er ")&e- t*e r)g*t ")&e 'f C*)e#

B''/" S('rt" Ce%tre- 'ffer" a large ra%ge 'f "('rt" )te$" t*at !a% fulf)ll t*e %ee&" 'f "!*''l

a%& u%),er")ty "tu&e%t". T*e e1a$(le" 'f "('rt" eu)($e%t" t*at are "'l& are ()%g ('%g all-

te%%)" ra!uet- "/)(()%g r'(e" a%& $a%y $'re. A" !u"t'$er" a((r'a!*e" t' t*e "ta)r !a"e t'

t*e f)r"t fl''r 'f C*)e# B''/" S('rt" Ce%tre- t*ey #)ll !'$e a!r'"" t' a ")&e #*)!* "ell"

e&u!at)'%al relate& ''/" f'r /)&" a" y'u%g )% /)%&ergarte% u( t' ST3M le,el "tu&e%t". C*)e#

B''/" S('rt" Ce%tre *a" e!'$e t*e (referre& !e%ter f'r (e'(le ar'u%& Telu/ I%ta%

e!au"e 'f t*e)r )g ra%ge 'f "er,)!e" e)%g (r',)&e&.

CASHIERS

PERSON IN CHARGE

• NIRMALA

• ;ARAH

• ;ATIN

!ROUND FLOOR

DEPARTMENT

PERSON IN CHARGE

• MASITA

• ;AURA

• THINESHA

• ALIA

FIRST FLOOR

PERSON IN CHARGE

• TAN MEI JI

• HAWANI

• ALIN>A


20/40


30 APPROACH MODAL

31 SET OUT CLEAR OBECTI$ES

V)")'%- $)"")'% a%& '+e!t),e 'f a u")%e"" )" !ru!)al t' a!*)e,e t*e g'al" 'f t*e u")%e"" "et

#)t*)% t*e (r',)&e& target a" #ell a" r)%g)%g t*e u")%e"" t' %e1t "u!!e"")'% )% a !'$)%g t)$e

Ba")!ally- ,)")'% )" e1(la)%e& a" g'al" t' e a!*)e,e& y a "(e!)f)! t)$e l)$)t. W*erea"- $)"")'%

)" $'re )% )$(ly)%g t*e targete& g'al" )% u")%e"" at all t)$e". T*e '+e!t),e" are &ef)%e& )%

'r&er t' a!*)e,e t*e ,)")'% a%& $)"")'%. T*e ,)")'%- $)"")'% a%& '+e!t),e 'f C*)e# B''/ a%&

S('rt" S&% B*& are #ell e1(la)%e& t'get*er #)t* (re"!r)e& targete& ,'lu$e 'f "ale" t'

a!*)e,e.

311 $='/

5. >e,el'( a%& e!'$e a "u!!e""ful "tat)'%ary a%& "('rt" "u((l)er ar'u%& Telu/ I%ta%

area y t*e year 645?.6. Ga)%)%g $a+'r)ty a%& )%!rea")%g te%&er" fr'$ "!*''l" a%& !'llege" ar'u%& Telu/ I%ta%.:. 3r',)&e !u"t'$er" #)t* f)r"t !la"" ual)ty (r'&u!t" a%& "at)"fa!t)'% t' all #al/" 'f l)fe.7. T' e1(a%& C*)e# B''/" a%& S('rt" Ce%tre y t*e year 'f 645? t' (r',)&e $'re %ee&e&

"('rt" eu)($e%t" a%& att)re f'r !u"t'$er" ar'u%& Telu/ I%ta% a%& %eary (la!e".


21/40


T' 'ta)% t*e targete& a$'u%t 'f (r'f)t y t*e year e%& a" #ell a" (r',)&)%g ual)ty (r'&u!t"

a%& "er,)!e" at t*e)r e"t. N't f'rgett)%g t*e )$('rta%!e 'f "('rt" a%& rea&)%g )" $a)%ly

!'%!er%e& t' e )%"t)lle& a$'%g y'u%g ge%erat)'% ar'u%& Telu/ I%ta% area.

314 T+*,)) S+)= $')

I% lau%!*)%g a (r'gra$- $a%ager" 'r e%tre(re%eur" 'fte% "tart #)t* a% )&ea 'f t*e (r'f)t t*ey

&e")re a%& a"/ #*at "ale" le,el" #)ll e reu)re& t' rea!* )t. Target ,'lu$e )" t*e u%)t "ale"

ua%t)ty reu)re& t' $eet a% ear%)%g" g'al. Target re,e%ue )" t*e !'rre"('%&)%g f)gure f'r

$'%etary "ale". B't* 'f t*e"e $etr)!" !a% e ,)e#e& a" e1te%")'%" 'f rea/0e,e% a%aly")".

I%!rea")%gly- $ar/eter" are e1(e!te& t' ge%erate ,'lu$e" t*at $eet t*e target (r'f)t" 'f t*e)r

f)r$. T*)" #)ll 'fte% reu)re t*e$ t' re,)"e "ale" target" a" (r)!e" a%& !'"t" !*a%ge. T*u"- t*e

targete& "ale" ,'lu$e #)ll e "et '%e 'r t#' $'%t*" a*ea& #*)le (re(ar)%g t*e $a)% te%tat),e

u&get 'r !a"* )%fl'# 'r 'utfl'#. C*)e# B''/" a%& S('rt" Ce%tre "et )t" target ,'lu$e )% ter$"

'f ua%t)ty 'f (r'&u!t "ale" )% ea!* $'%t* t' e%"ure *ealt*y f)%a%!)al "tatu" a%& "u"ta)% t*e

!a"* fl'# #)t*'ut lea,)%g *)g* &et.

T*e targete& !u"t'$er" #'ul& e "tu&e%t"- tea!*er" a%& le!turer" fr'$ t*e )%"t)tut)'% %eary

)%!lu&)%g "!*''l" a%& u%),er")t)e" e"(e!)ally "tu&e%t" fr'$ U%),er")t) Te/%'l'g) Mara a%& K'le+

K'$u%)t) Telu/ I%ta%. T*e e"t)$at)'% 'f ua%t)ty 'f !u"t'$er" !'$)%g f'r t*e "*'( &a)ly !a% ea((r'1)$ate& ar'u%& 84 (e'(le". T*)" a((r'1)$at)'% $a&e )%!rea"e" e"(e!)ally &ur)%g (ul)!

e1a$)%at)'% "ea"'%" "u!* a" S3M- 3MR a%& U3SR a" #ell a" &ur)%g "!*''l" re'(e%)%g.

32 ATTRACT AND PLEASE CUSTOMERS

Strategy t' attra!t !u"t'$er" )" )$('rta%t a" t*ey are t*e /ey t' a "u!!e""ful u")%e"" a"

!u"t'$er" are t*e $a)% a!/'%e )% $a/)%g a u")%e"" t' e "u!!e""ful. 3r'(er te!*%)ue"

a%& "trateg)e" *a,e t' e (ra!t)!e& t' attra!t !u"t'$er" a" t*e !u"t'$er" #)ll e %e# a%&

#)ll)%g t' /%'# #*at t*e "u((l)er *a" t' fulf)ll 'r $eet t*e)r reu)re$e%t".

321 4P#= ' M+*.)/, M-P*'

C*)e# B''/" a%& S('rt" S&%. B*&. Sell" (r',)&e a ,ar)ety 'f (r'&u!t" a%& "er,)!e" t'

!u"t'$er". T*e $a)% (r'&u!t #)ll e ''/" e"(e!)ally ra%g)%g fr'$ (r)$ary t' "e!'%&ary

"!*''l" #*)!* )%!lu&e te1t''/"- re,)")'% ''/"- a%& e1er!)"e ''/" a%& "' '%. T*)" (r',)&e"

#)&e ,ar)ety f'r t*e !u"t'$er". Ot*er (r'&u!t" #'ul& e "tat)'%ar)e"- tr'(*)e"- $e&al"- laer"

a" #ell a" "('rt )te$" "u!* a" a&$)%t'% ra!uet a%& a"/etall. Ot*er "er,)!e" are al"'

(r',)&e& "u!* a" (*'t'"tatt)%g a%& )%&)%g "er,)!e". T*)" $a/e" t*)" "*'( a" '%e "t'( !e%ter#*erey all %ee&e& "er,)!e" g),e% at %ee&. T*e tr'(*)e" a%& $e&al" !'%")"t 'f ,ar)'u" ")e"

http://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/wiki/Break-even_analysishttp://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/wiki/Break-even_analysis


22/40


a%& #'r& (r)%t)%g '% tr'(*)e" a%& $e&al" )" (r',)&e& a" #ell. Be")&e" t*at- t*ere are #)&e

ra%ge 'f "tat)'%ar)e" fr'$ #r)t)%g )%"tru$e%t" t' all t*e %e!e""ary )te$" f'r 't* 'ff)!e a%&

*'$e u"e.

322 4P#= ' M+*.)/, M-P+)

C*)e# B''/" a%& S('rt" Ce%ter )" l'!ate& )% Telu/ I%ta% #*)!* )" !'%")&eraly a ('(ulate&

(la!e .C*)e# B''/ )" "trateg)!ally l'!ate& a" )t )" %eary t' "!*''l"- a%/"- a%& !'llage a" #ell

a" U%),er")ty. T*e %eare"t are U%),er")t) Te/%'l'g) Mara a" #ell a" K'le+ K'$u%)t) Telu/ I%ta%

#*)!* ta/e" ar'u%& < $)%ute" &)"ta%!e y &r),)%g a%& 5405< $)%ute" '% f''t. Be")&e" t*at-

t*ere )" *'u")%g area ar'u%& t*)" "*'( a" C*)e# B''/ )" l'!ate& at t*e *eart 'f t*e !)ty. T*ere

are al"' $a%y "*'(" ar'u%& #*)!* $a/e" t*e area u"y a%& $'re !e%tere& t'#ar&"

!u"t'$er".

323 4P#= ' M+*.)/, M-P)'?)

T*e $a)% target 'f (e'(le #'ul& e "tu&e%t"- tea!*er" a%& le!turer". S)%!e t*ere are "!*''l"

a%& u%),er")t)e" %eary- t*)" e%ale" C*)e# B''/" a%& S('rt" t' a!*)e,e t*e targete& gr'u( 'f

(e'(le $'re ea")ly. T*e "t're )" "et )% a ,ery !'%,e%)e%t a%& arra%ge& $a%%er #*ere

"*'(()%g 'r l''/)%g f'r t*)%g" #)ll %e,er e a (r'le$ f'r t*e !u"t'$er. T*ere )" %' "(e!)f)!"

!'%!e(t #*e% )t !'$e" t' !u"t'$er. T*e "t're f'll'#" 5 Malay")a !'%!e(t #*ere t*e t*)%g"

"'l& are f'r t*e a")! u"age 'f Malay- C*)%e"e- I%&)a%- a%& all 't*er ra!e". T*ere are "e,eral(r'$'t)'%" '%!e )% a #*)le t' ga)% $'re !u"t'$er" atte%t)'%. 3r'$'t)'%al u&get 'f 5405


23/40


r'a& t' (r'$'te t*)" "*'(. Me&)a "u!* a" ;a!e''/ )" u"e& a" a $'&e t' (r'$'te t*e)r "*'(

a" #ell a" (ul)"*)%g a%y "*'( ,a!a%!)e" t*ere.

33 %EEP THE CUSTOMERS AND MA%E THEM STA LOAL

O%!e !u"t'$er" are alrea&y attra!te&- )t )" $'re )$('rta%t t' /ee( t*e !u"t'$er" a" t*ey &'%t

#a%t t' l'"e t*e$. Kee()%g !u"t'$er" l'yal all'# !'%t)%u'u" u")%e"" a%& target g'al" t' e

a!*)e,e&.

331 $IP P*',*+) C+*=

C*)e# B''/" a%& S('rt" ,alue t*e !u"t'$er" a" t*ey are t*e $a)% !'%tr)ut'r" t' t*e

u")%e"". I% 'r&er t' "u"ta)% t*e)r l'yalty a%& "at)"fa!t)'% t'#ar&" t*e "er,)!e" a%& (r'&u!t

(r',)&e&- VI3 !ar&" are g),e% t' regular !u"t'$er" t' a((re!)ate a%& ,alue t*e "u(('rt t*at t*e!u"t'$er" "*'#. T*)" e%ale t*e$ t' e%+'y (r'&u!t" at &)"!'u%te& rate e"(e!)ally $'re (r)!e

re&u!t)'% &ur)%g year0e%& "ale" a" #ell &ur)%g $)&year "ea"'%". Be")&e" t*at- VI3 !ar&

*'l&er" #)ll e re#ar&e& #)t* (r)'r)ty t' all 'r&er" !'$(are& t' %'%0VI3 !u"t'$er".

332 P*'''/+ M A()=

C*)e# B''/" a%& S('rt" (r'$'te& )t"elf at "!*''l" t' attra!t $'re "tu&e%t" a%& tea!*er" t'

,)")t t*e (la!e. T*)" e%ale" t*e$ t' get $'re 'r&er" a%& te%&er" fr'$ t*e$. 3r)%te& %a$e

!ar&" a%& r'!*ure" #ere al"' &)"tr)ute& t' %eary "!*''l" a%& *'u"e" t' e%ale $'re(e'(le t' re!'g%)e t*)" "*'(. 3r)!e" #ere ta/e% !are "er)'u"ly a" %' &ra"t)! flu!tuat)'%. T*)"

!a% !au"e" (e'(le %'t t' !'$e t' t*e "*'( ")%!e a f)1e& (r)!e %'t (r',)&e& #)t*)% a t)$e (er)'&

a%& $)g*t e %eary "t're" (r',)&e a !*ea(er (r)!e !'$(are& t' t*)" "*'(. T*)" !a% !au"e"

t*e$ l'"e !u"t'$er".

333 R)+'/=>? M+*.)/, +/ M+*.)/,

C*)e# B''/" a%& St're ta/e" relat)'%"*)( et#ee% "taff a%& !u"t'$er" "er)'u"ly. It )"

)$('rta%t t' *a,e a g''& relat)'%"*)( et#ee% !u"t'$er" a%& "taff t' e%"ure a !'$f'rtalee%,)r'%$e%t a%& all'#" !'$$u%)!at)'% t' e *el& ea")ly #)t*'ut a%y $)"!'$$u%)!at)'%.

M)"!'$$u%)!at)'% !a% &elay" t*e #'r/ t*u" re&u!)%g t*e ual)ty 'f (r'&u!t". Staff" are

!arefully !*'"e% t*r'ug* (r'(er "!ree%)%g. T*e 'rga%)at)'% )" (r'(erly "tru!ture& "' t*at t*e

relat)'%"*)( a$'%g "taff )" %'t affe!te& a%& *e%!e t*e relat)'%"*)( #)t* t*e !u"t'$er" a" #ell.

34 MANA!IN! CUSTOMERS AND BUSINESS !RO&TH

O%!e !u"t'$er" are a!*)e,e&- )t )" )$('rta%t '% *'# t' $a%age t*e$ a%& $a)%ta)% a g''& a%&

"tea&y u")%e"" gr'#t*. A u")%e"" gr'#t* *a((e%" #*e% t*e "ale" g' u( "' t*at $'re (r'f)t)" $a&e a%& u")%e"" gr'#" furt*er. He%!e g'al" !a% e a!*)e,e&.


24/40


341 C=')*= F))+.

C'%"ta%t fee&a!/ fr'$ !u"t'$er" are ,ery )$('rta%t )% 'r&er t' ta/e )%t' a!!'u%t #*at are

t*e &'e" a%& &'%t )% (r',)&)%g "er,)!e" t' t*e !u"t'$er". T*)" e%ale" t*e "*'( t' )$(r',e '%

!erta)% area". Be")&e" t*at- !u"t'$er" are a"/e& a'ut t*e (erf'r$a%!e a%& ual)ty 'f t*e

(r'&u!t" "'l& a" t' e%"ure g''&" "'l& $eet t*e "ta%&ar&" 'f C*)e# B''/" a%& S('rt" a" #ell

t*e !u"t'$er" e1(e!tat)'%".

35 IDENTIFICATION OF POSSIBLE RI$ALS AND COMPETITORS

I&e%t)fy)%g t*e r),al" a%& !'$(et)t'r" e%ale t*e "*'( t' arra%ge t*e "trategy )% ta!/l)%g t*e$.

T*e $a)% ('"")le r),al" are t*e %eary "tat)'%ary "*'(" a" #ell "('rt "*'(" "u!* a" Al0I/*"a%

#*)!* (r',)&e" "('rt" eu)($e%t" a%& att)re a" #ell. After t*e )&e%t)f)!at)'% 'f r),al" a%&

!'$(et)t'r"- t*e SWOT a%aly")" !a% e (erf'r$e& f'r a% all0ar'u%& a%aly")". T*e (r'!e&ure#)ll e "*'#% el'#.

36 CONDUCT PROPER SSTEMS AND OPERATIONS

3r'(er "y"te$ a%& '(erat)'% )" ,ery $u!* ,)tal t' !'%&u!t a% e%ter(r)"e t' &e,el'( t'#ar&"

"u!!e"")'%. It #'ul& e a% a""et )% *a%&l)%g t*e f)r$. I$(r'(er $a%age$e%t #'ul& r)%g

!*a'" t' t*e e%t)re "y"te$.

361 H+/ R)='*) M+/+,))/

3re"e%!e 'f Hu$a% Re"'ur!e Ma%age$e%t )" ,ery )$('rta%t a" t*)" 'ar& &eter$)%e" t*e

(r'(er #'r/)%g "taff a%& !'$$)ttee. T*at )" #*at $a&e Mr. C*)a t' *a,e '%e )% C*)e# B''/"

a%& St're. Orga%)at)'% 'ar& )" t*e $a)% *)erar!*y '% *'# a "*'( "*'ul& e)%g $a%age&.

Start)%g fr'$ t*e '#%er t)ll t*e la"t (art 'f #'r/er e,ery'%e )" (ut )%t' t*e 'ar&. Be")&e" t*at-

*u$a% re"'ur!e $a%age$e%t al"' %ee&e& )% 'r&er t' &),)&e e,ery'%e" ta"/ a!!'r&)%gly. J'

"!'(e g),e% #)ll e a!t)%g a" a gu)&el)%e '% *'# t' ru% t*e)r +'" a!!'r&)%gly #)t*'ut a%y

!la"*e". T*ere are a((r'1)$ately 64 #'r/er" )% t*)" "*'( t*at e!'$e" a g''& *el()%g *a%&

f'r Mr. C*)a )% $a%ag)%g t*e "*'( )% a (r'(er $a%%er. All a&,a%tage a%& e%ef)t" are (r',)&e&f'r t*e e$(l'yee #*)!* $ea%" eual)ty )" $a)%ta)%e&. T*e"e e%ale e$(l'yee" e%+'y #'r/)%g

)% t*)" e%,)r'%$e%t a%& )%"t)ll a g''& l'yalty t'#ar&" Mr. C*)a.

37 E$ALUATION AND TA%E CORRECTI$E ACTIONS

E,aluat)'% a%& ta/)%g !'rre!t),e a!t)'%" are ,ery $u!* ,)tal a%& "*'ul& e g),e% eual

)$('rta%!e a" 't*er fa!t'r" a #ell. T*)" )" $a)%ly t' $a/e "ure #*ate,er a!t)'% ta/e%- t*e (r'

a%& t*e !'%" are "ettle& )f ar)"e. He%!e C*)e#" e,aluat)'% a%& ta/)%g !'rre!t),e a!t)'%" )"

a%aly"e& a" el'#.

371 Q+; C'/*' S)*()=


25/40


Mr.C*)a al#ay" &'e" t*)" ual)ty !*e!/ #)t* *)" "u(er,)"'r" t' $a/e "ure t*e ual)ty 'f

(r'&u!t" a%& "er,)!e" f'r t*e !u"t'$er" are al#ay" $a)%ta)%e&. T*e )%&)%g a%& (*'t'"tatt)%g

$a!*)%e f'r e1a$(le al#ay" "e%t f'r "er,)!e" t' e%ale t' *a,e l'%ger #'r/)%g t)$e a%&

&'e"%t &)"ru(t t*e #'r/)%g (r'!e""e".

372 &)).; C>).'=

C*)e# B''/" a%& S('rt" /ee( *'l& t' t*e tra&)t)'% 'f *a,)%g a #ee/ly !*e!/'ut. T*)" )" !*e!/

t*'r'ug*ly t*e "y"te$ t' $a/e "ure t*e '(erat)'% f'r t*e f'll'#)%g #ee/" ru%%)%g "$''t*ly.

T*e !*e!/" )" !'%&u!te& t#)!e a #ee/ #*)!* )" "tart)%g a%& t*e e%&)%g 'f t*e #ee/. M'%&ay

a%& ;r)&ay at 54055 a$ re"(e!t),ely. T*)" )" t' *a,e "'$e "*ar)%g "e"")'% a" #ell t' )$(r',)"e

t*e e%ter(r)"e. Be")&e" t*at- )t f'"ter" a g''& relat)'%"*)( et#ee% #'r/er".

38 S&OT ANALSIS

A SWOT a%aly")" )" a "tru!ture& (la%%)%g $et*'& u"e& t' e,aluate t*e "tre%gt*"- #ea/%e""e"-

'(('rtu%)t)e" a%& t*reat" )%,'l,e& )% a (r'+e!t 'r )% a u")%e"" ,e%ture. A SWOT a%aly")" !a%

e !arr)e& 'ut f'r a (r'&u!t- (la!e- )%&u"try 'r (er"'%. It )%,'l,e" "(e!)fy)%g t*e '+e!t),e 'f t*e

u")%e"" ,e%ture 'r (r'+e!t a%& )&e%t)fy)%g t*e )%ter%al a%& e1ter%al fa!t'r" t*at are fa,'rale

a%& u%fa,'rale t' a!*)e,e t*at '+e!t),e. I% t*)" (')%t SWOT a%aly")" )" !arr)e& 'ut f'r C*)e#

B''/" a%& S('rt" #*ere SWOT a%aly")" )" ,)tal t' a!!'$(l)"* a g''& u")%e"". It )" a%

e""e%t)al $utual !'%"e%t f'r 't* !u"t'$er" a%& "er,)!e (r',)&er t' get t*e e"t 'ut 'fe,eryt*)%g.

STREN!THS &EA%NESS

• T*e (r',)&e& "er,)!e" a%& (r'&u!t" are

!'%")&eraly !*ea( a%& rea"'%ale

!'$(are& #)t* t*e 't*er "tat)'%ary a%&

"('rt" "*'(" %eary Telu/ I%ta%. T*e"t'!/ (ur!*a"e& )% ul/ all'#" t*)"

&)"!'u%te& rate. W)t* t*)" fa!t'r- )t

attra!t" $'re !u"t'$er" t' t*)" "*'(.

E!'%'$)!al (r)!e #)t*)% l'%g ter$

al#ay" $a/e" a etter !*')!e f'r

!*'"e% f'r !u"t'$er" t' lay t*e)r *a%&

)% (ur!*a")%g t*)%g".

• T*e *)g* ual)ty 'f (r'&u!t" a%&

• T*e &e$'gra(*)! l'!at)'% 'f t*e C*)e#

B''/" a%& S('rt" e,e% t*'ug* l'!ate&

)% !)ty 'f Telu/ I%ta%- t*e "*'( )" l'!ate&

at '%e e%& 'f t*e r'a& #*)!* $a/e" t*e"*'( u)te *)&&e% fr'$ t*e *u"tle a%&

u"tle 'f t*e !)ty. 3e'(le *a,e t' ta/e a

"*ar( tur% 'r !'r%er t' )&e%t)fy t*)"

"*'(.

• T*e '(e%)%g a%& !l'")%g 'f t*e "*'( )"

%'t (r'('rt)'%al. T*e "*'( '(e%"

ar'u%& 54 a$ a%& !l'"e" a" early a" =

http://en.wikipedia.org/wiki/Planhttp://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Planhttp://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Business


26/40


"er,)!e" !a(ture& t*e !u"t'$er"

l'yalty. 3r'&u!t" are retur%ale #)t*)% :

#'r/)%g &ay" )f t*e !u"t'$er" are %'t

"at)"f)e& #)t* t*e (r',)&e& (r'&u!t".• >),er")ty 'f (r'&u!t" (r',)&e& #*)!*

&'e"%t l)$)t t' '%ly "tat)'%ary all'#"

(e'(le fr'$ all age" 'f l)fe t' !'$e a%&

(ur!*a"e (r'&u!t" fr'$ t*e "*'(.

• 3u%!tual)ty )% (r',)&)%g t*e "er,)!e"

a%& &el),ery 'f 'r&er" '% t)$e t'

!u"t'$er" !'$(r)")%g 'f "!*''l" a%&

U%),er")t)e" all'#" t*e "*'( t' e!'$e

$'re tru"tale a$'%g t*e$ a%&

(referre& !'$(are& t' 't*er "*'("

%eary.

($ )% t*e e,e%)%g. Mea%)%g t' "ay- t*e

"*'( '(e%" u)te late a%& !l'"e" early.

T*)" $)g*t l)$)t" t*e !u"t'$er" #*'

#)"* t' (ur!*a"e "tuff after t*e)r

#'r/)%g *'ur".

OPPORTUNITIES THREATS

• T*e %eare"t "!*''l" a%& u%),er")t)e"

(r',)&e a (latf'r$ f'r C*)e# B''/" a%&

S('rt" t' (r'$'te t*e)r (r'&u!t" "u!*

a" "tat)'%ar)e" a%& "('rt" att)re" f'r t*e

"tu&e%t".

• >e,el'()%g area )% Telu/ I%ta% y

*a,)%g "e,eral (r'+e!t" g')%g '% %eary

"u!* a" u)l&)%g 'f %e# "!*''l"

(r',)&e" a greater '(('rtu%)ty )% future

f'r t*)" "*'( t' "ell t*e)r "er,)!e" a%&

'ta)%)%g te%&er a" #ell.

• 3re"e%!e 'f 't*er "$all "!ale

e%ter(r)"e" #'ul& e a t*reat a" #ell.

E,e% t*'ug* t*ey !a% (r',)&e $ult)(le

"er,)!e" l)/e C*)e# B''/" a%& S('rt"

"*'( ut "t)ll "'$e 'f )t !a% !*alle%ge

C*)e#" 'f ual)ty a%& "er,)!e" )% ter$

'f t)$e &elay" 'r (u%!tual)ty )% (r',)&)%g

t*'"e "er,)!e".

• T*reat" 'f e)%g (r'%e t' r'ery 'r f)re

$u"t e ta/e% )%t' a!!'u%t t'' a" t*e

'(erat)%g "*'(" e")&e C*)e#" B''/"

a%& "t're" are ele!tr)!al a%& !'$(uter

"*'(". A%y #r'%g &')%g )% t*e #)re"

$ay !au"e *ar$ a%& )%terru(t t*e &a)ly

u")%e"" 'f t*)" "*'(.

Tale 52 SWOT a%aly")" 'f C*)e# B''/ a%& S('rt" S&% B*&


27/40


40 RECOMMENDATION

41 PRODUCTS AND SER$ICES

C*)e# B''/ S('rt" Ce%tre S&% B*& 'ffer" ,ar)'u" (r'&u!t" a%& "er,)!e" "u!* a" a!a&e$)!

''/"- "('rt" )te$"- $e&al" a%& !ert)f)!ate"- (r)%t)%g- )%&)%g a%& $a%y 't*er". C*)e# B''/

S('rt" Ce%treF" (r'&u!t" are ,ar)e" a%& t*ey target gr'u( )" fr'$ "!*''l !*)l&re%- u%),er")ty

"tu&e%t" a%& e,e% t' (ul)! .C*)e# B''/ S('rt" Ce%tre "*'ul& t*)%/ 'f #)&e%)%g )t" (r'&u!t

"eg$e%t- ")%!e )t )" attra!t)%g a #)&e ra%ge 'f !u"t'$er". T*ey !a% a&& )% a%'t*er "e!t)'%

"(e!)ally f'r "!*''l "tu&e%t" )% #*)!* t*ey !a% "ell "!*''l u%)f'r$- "*'e" a%& et!. W*erea"

t*ey e,e% !a% a&& )% !'$(uter eu)($e%t" #*)!* '%e 'f t*e )$('rta%t t*)%g" f'r u%),er")ty

"tu&e%t" a%& al"' (ul)!. Ar'u%& Telu/ I%ta% t*ere are ar'u%& $'re t*a% 64 "!*''l" #*)!*

)%!lu&e Se/'la* Je%)" Kea%g"aa%- Se/'la* Kea%g"aa%- a%& Se/'la* Me%e%ga*. T*e

"*'(" ar'u%& &'e"%Ft "ell )% ul/ a%& t*e ,ar)et)e" 'f t*e "!*''l )te$" a%& al"' 't*er "tuff"

are u)te le"". If C*)e# B''/ S('rt" Ce%tre !'ul& (r',)&e t*e"e )te$" )% u)te a %u$er 'f

,ar)et)e"- )t #'ul& e a g''& /)!/ "tart )% t*e)r "ale" a" #ell a" )%!rea")%g t*e)r re,e%ue". T*ey

e,e% !a% a&& )% "er,)!e 'f a%%er- ('"ter- u%t)%g (r)%t)%g rat*er t*at %'r$al (*'t' "tat)%g

e!au"e t*r'ug* t*)" t*ey !a% attra!t u%),er")ty "tu&e%t" -'t*er 'rga%)at)'%" t' (r)%t f'r t*e)r

e,e%t" a%& al"' (ul)!.

42 LOCATION

M'"t u")%e""e" !*''"e a l'!at)'% t*at #)ll (r',)&e e1('"ure a%& &r),e f''t traff)! 'r ,'lu$e t'

t*e)r l'!at)'%. T*at $a/e" feature" l)/e (ar/)%g- (e&e"tr)a% a%& ,e*)!ular a!!e""- t*e

re(utat)'% 'f t*e %e)g*'r*''&- a%& t*e (r'1)$)ty 'f 't*er u")%e""e" all fa!t'r" t' !'%")&er.

H'#e,er- t*ere are 't*er le"" ',)'u" fa!t'r" a%& %ee&" t' !'%")&er a" #ell. ;'r e1a$(le2

B*+/ +,) I" t*e l'!at)'% !'%")"te%t #)t* t*e )$age y'u #a%t t' $a)%ta)%

C'?)'/ Are t*e u")%e""e" ar'u%& y'u !'$(le$e%tary 'r !'$(et)%g S'$e

u")%e""e"- "u!* a" reta)l "t're"- e%ef)t fr'$ e)%g )% a reta)l *u al'%g")&e t*e !'$(et)t)'%.

Ot*er" $ay e at a &)"a&,a%tage )f l'!ate& !l'"e t' !'$(et)t)'%.


28/40


L'+ +'* +*.) >'e" t*e area *a,e #*at y'u %ee& )% ter$" 'f ('te%t)al e$(l'yee"

Ca% t*ey $a/e )t )%t' #'r/ #)t*'ut e%!'u%ter)%g *ell)"* traff)!

P+/ '* *) ,*'> If y'u a%t)!)(ate furt*er gr'#t*- (ree$(t t*e %ee& f'r $ult)(le $',e"

y l''/)%g f'r a u)l&)%g t*at *a" e1tra "(a!e y'u !a% e1(a%& )%t' "*'ul& y'u %ee& )t. Y'ur

u&get "*'ul& al"' )%!lu&e !'"t e"t)$ate" f'r fur%)ture- ut)l)t)e"- a%& IT %ee&".

P*'; ' =??)*= T*ey %ee& t' e ale f)%& y'u ea")ly- t''.

S+); W*at" t*e !r)$e rate W)ll e$(l'yee" feel "afe al'%e )% t*e u)l&)%g 'r #al/)%g t'

t*e)r ,e*)!le"

'//, *),+'/= T*e"e &eter$)%e #*et*er y'u !a% a!tually !'%&u!t y'ur ty(e 'f

u")%e"" )% !erta)% (r'(ert)e" 'r l'!at)'%". Y'u !a% f)%& 'ut *'# (r'(erty )" '%e& y

!'%ta!t)%g y'ur l'!al (la%%)%g age%!y.

T*ere are t#' (ul)! u%),er")ty ra%!* !a$(u"e" l'!ate& )% Telu/ I%ta%. T*e !a$(u"e"

are U%),er")t) Te/%'l'g) Mara Telu/ I%ta% Ca$(u" f'r ;a!ulty 'f Me&)!)%e U)TM !'$(lete& )%

O!t'er 6454 a%& U%),er")t) Kea%g"aa% Malay")a Telu/ I%ta% Ca$(u" 'f ;a!ulty 'f

Me&)!)%e UKMD. Be)%g '%e 'f t*e (r)%!)(al t'#%" )% t*e H)l)r 3era/- Telu/ I%ta% *a" ',er 544

(r)$ary "!*''l" a%& $'re t*a% 64 "e!'%&ary "!*''l". S!*''l" )% e"tal)"*e& (r)'r t' t*eI%&e(e%&e%!e 'f Malaya )% 59


29/40


C*)e# )" %'t ,ery "trateg)!- l'!ate& at t*e la"t r'#- )t )" %'t ea")ly f'u%& y (e'(le. He%!e- #e

re!'$$e%& t*e "*'( t' (ut u( a )g e1ter%al u")%e"" ")g% 'ar& e")&e t*e r'a&")&e.

44 PROMOTIONAL MI IMPRO$EMENT

T' e effe!t),e- y'ur u")%e"" %ee&" a (re"e%!e 't* 'ffl)%e a%& '%l)%e. It %ee&" t' u"e (r)%t

a%& &)g)tal $ar/et)%g t''l". It %ee&" 't* a&,ert)")%g (a)&D a%& (ul)!)ty freeD. It" t*e

$ar/et)%g $)1 t*at get" a%& /ee(" y'ur !'$(a%y $e""age @'ut t*ere )% fr'%t 'f y'ur target

au&)e%!e.

Here are f'ur $ar/et)%g $)1 t)(" t' "er)'u"ly !'%")&er a%& )$(le$e%t2

1 B*'>*)= " B=/)== C+*=

2 D*) M+*.)/,

3 &)=) " B',

4 E+

C*)e# B''/ S('rt" S&% B*& )" !urre%tly u")%g '%ly *'>*)= " =/)== +* $et*'&.

W*ere t*ey a&,ert)"e y g')%g t' %eary "!*''l" a%& u%),er")t)e" fr'$ t)$e t' t)$e a%&

&)"tr)ute r'!*ure". C*)e# al"' (r',)&)%g VI3 !ar& a" a $et*'& 'f "ale" (r'$'t)'% )% #*)!*

t*e $e$er" #)ll get &)"!'u%t" f'r !erta)% (r'&u!t" a%& a!!u$ulate (')%t" t' e e1!*a%ge&

#)t* !'$(le$e%tary (r'&u!t".

We re!'$$e%& t*e$ t' $a/e u"e t*e /)*/) a" a (r'$'t)'%al $e&)u$ e!au"e %'#a&ay"

(r'$'t)'%" are e)%g &'%e '%l)%e ,)a fa!e''/- t#)tter a%& 't*er $e&)u$" ")%!e all 'f t*e$ are

(lay)%g $a+'r r'le )% e,ery&ay l)fe. T*u" C*)e# B''/ S('rt" S&% B*& "*'ul& *a,e t*e)r '#%

#e")te 'r at lea"t fa!e''/ (age t' %'t l'"e 'ut t' )t" !'$(et)t'r" a%& (r'$'te all t*e)r

(r'&u!t" a%& late"t (r'$'t)'% ,)a '%l)%e. T*)" )" t*e $'"t eff)!)e%t $et*'& #*ere #e !a%

(r'$'te t' a l't 'f target !u"t'$er" #)t* ,ery l)ttle e%ergy a%& t)$e.

M're',er- #e al"' re!'$$e%& C*)e# t' u"e *) +*.)/, a" '%e 'f t*e)r (r'$'t)'%al

"trategy. T*ey e,e% !a% !'lle!t t*e)r $e$er &eta)l" u")%g t*e VI3 !ar& "y"te$ t*ey alrea&y

*a,e a%& u"e t*at )%f'r$at)'%- e"(e!)ally t*e)r =')*#= )+ a&&re"" t' $a)l t*e$ t*e

late"t (r'&u!t" a%& (r'$'t)'% a,a)lale. T*)" #)ll e a g''& $et*'& t' attra!t $'re !u"t'$er"eff)!)e%tly a%& let t*e$ /%'# all t*e late"t u(&ate" '% %e# (r'&u!t.


30/40


45 OPERATIN! HOURS ETENSION

O(erat)%g *'ur" f'r %'# )" fr'$ 54 A.M. t' = 3.M. It" < *'ur" 'f t'tal '(erat)'% )% a &ay. T*u"

#e #a%t t' re!'$$e%& t*at t*e $a%age$e%t !a% '(e% t*e "*'( 5 *'ur early #*)!* )" 9a$

a%& !l'"e at 56a$.T*)" )" e!au"e #e *a,e t' f'!u" $a)%ly '% 'ur !u"t'$er". M'"t 'f t*e

"!*''l "tu&e%t" e"(e!)ally t*ey te%& t' f'rget t' (*'t'"tat 'r uy a%y "tuff u%t)l %)g*t t*ey

re$e$er t' &' "'. If C*)e# B''/" S('rt" '(e%" u%t)l 56a$ t*ey !a% $eet !u"t'$er" %ee&.

T*)" #)ll )%!rea"e t*e "ale" 'f t*e "*'( a%& a" #ell a" ga)% t*e tru"t 'f )t" !u"t'$er" a" a

rel)ale "*'(. T' ga)% a !'$(et)t),e a&,a%tage fr'$ fell'# !'$(et)t'r"- l'%ger (er)'& 'f

'(erat)%g *'ur" al"' )" al"' '%e 'f t*e "trateg)e".

46 BUILD !OOD MAR%ET RELATIONS

C'$$u%)!at)'% a%& "'!)al "/)ll" )" '%e 'f t*e e""e%t)al "/)ll %ee& t' /%'# y a% e%tre(re%eur. It

*el(" t' !reate a "tr'%g '%& et#ee% 't*er (e'(le )% t*e )%&u"try a" #ell a" t*e !u"t'$er.

C'$$u%)!at)'% "/)ll" !a% e "a)& a" &)re!tly (r'('rt)'%al t' t*e %u$er 'f l'yal !u"t'$er". A

"u!!e""ful e%tre(re%eur "*'ul& e ale t' u)l& !'%ta!t"- f)%& ('te%t)al !u"t'$er"- !reat)%g

!'%%e!t)'%" )% t*e )%&u"try a%& (r'$'t)%g t*e u")%e"". T*e !'$(a%y )" al"' (r'$'t)%g t*e)r

(r'&u!t" a" #ell a" get" g''& te%&er" a%& !'%tra!t".

He%!e- y *a,)%g a g''& relat)'%"*)( et#ee% 't*er" e%tre(re%eur !a% rea!* "u!!e"" )% $a%y

#ay". ;'r a% e1a$(le e%tre(re%eur "*'ul& (art)!)(ate a%y u")%e"" !'%fere%!e t*at '(e% t'

"$all a%& eg)%%er" )% u")%e""- t*)" *el(" t' get $'re (e'(le a%& "*are e1(er)e%!e" a%& "'

'%. M're',er- !a% lear% a'ut *'# a "u!!e""ful e%tre(re%eur )" a!*)e,)%g t*e a)$ )% u")%e"".

Sa$e g'e" t' C*)e# B''/" S('rt"- t*ey al"' !a% u)l& )t" relat)'%" y +')%)%g a%y

a""'!)at)'%" 'r a%y !'%fere%!e %eary Telu/ I%ta%. I% t*e a""'!)at)'%- !a% try t' get u")%e""

!ar&" 'f 't*er e%tre(re%eur" )% t*e a""'!)at)'% a%& al"' !a% get /%'#le&ge a%& t)(" '% *'# t'

)%!rea"e t*e u")%e"" re,e%ue. A g''& relat)'%"*)( )" a% e""e%t)al )% 'ur &a)ly l)fe. S)%!e )t

!'$e" t' u")%e"" a%& e%tre(re%eur $a%ager &)re!t'r 'f C*)e# B''/ St're *a,e t' !reate a

g''& relat)'%"*)( )% 'r&er t' a!*)e,e "u!!e"" )% *)" u")%e"".


31/40


50 CONCLUSION

;r'$ 'ur )%ter,)e# at C*)e# B''/" S('rt" Ce%tre- #e get t' /%'# t*at t*e a)$ 'f t*)" !'$(a%y

)" t' e!'$e t*e %u$er '%e ''/"t're a%& S('rt" Ce%ter )% Telu/ I%ta% y (r',)&)%g a%

u%(arallel ual)ty "er,)!e a%& (r'&u!t" t' )t" !u"t'$er". C*)e#" $a)% !u"t'$er $ar/et" are

t*e (r)$ary a%& "e!'%&ary "!*''l" a" #ell a" "'$e (r),ate !'$(a%)e" a%& g',er%$e%t

age%!)e". C*)e#" !'$(a%y )" !'%&u!t)%g aggre""),e "trateg)e" )% 'r&er t' !'$(ete #)t* t*e

$a+'r ''/"t're" )% Malay")a y '(e%)%g u( $'re ra%!*e" ar'u%& t*e !'u%try )% %ear future.

Cu"t'$er "at)"fa!t)'% a%& u")%e"" re(utat)'% #'ul& e C*)e#" !'$(a%y $a)% g'al.

M're',er- Mr. C*)a )" a (er"'% #*' #'r/" t)rele""ly a%& "a!r)f)!e" a l't f'r t*e "u!!e"" 'f *)"

u")%e"". A" a% e%tre(re%eur- Mr. C*)a *a& t'l& u" t*at *e $u"t al#ay" (r',)&e *)" e"t

(r'&u!t" a%& "er,)!e" t' *)" !u"t'$er" )% 'r&er t' ga)% t*e)r tru"t a%& al"' t' )%!rea"e t*e

!'$(a%y" re(utat)'%. T*e !u"t'$er )" t*e $a)% (r)'r)ty )% al$'"t all 'f t*e u")%e""

$ar/et )% t'&ay" #'rl&. T*u"- )t )" %e!e""ary t' re(ay t*e)r /)%&%e"" y (r',)&)%g e1!elle%t

ual)ty. Be")&e" t*at- Mr. C*)a *a& al"' )$(le$e%te& a !u"t'$er a"e& fee&a!/ $e!*a%)"$

#*)!* all'#" t*e !u"t'$er t' (r',)&e t*e)r (er"'%al '()%)'% regar&)%g t*e "er,)!e ual)ty fr'$

C*)e# B''/" S('rt" Ce%tre.

T*)" !'$(a%y al"' 'ffer" a #)&e ra%ge 'f (r'&u!t" a%& "er,)!e" fr'$ t*e "tat)'%er)e" a%&

''/" t)ll t*e "('rt" eu)($e%t". T*e "taff 'f t*)" !'$(a%y #)ll al#ay" $a/e "ure t*at

t*'"e ( r'& u!t" #e re !a teg' r )e& a%& arra%ge& (r'(erly '% t*e "*el,e" t' (r',)&e a

!u"t'$er fr)e%&ly lay'ut "' t*at !u"t'$er" !a% f)%& t*e )te$" t*ey #a%t )% a "*'rter t)$e..

I% ge%eral- t*)" !'$(a%y '(erate" t*r'ug* a ,ery 'rga%)e& tea$ a"e& '% a #ell0&ef)%e&

'rga%)at)'% !*art #*ere Mr. C*)a a" t*e >)re!t'r a!!'$(a%)e& y t#' "u(er,)"'r" f'll'#e&

y *)" e$(l'yee". T*e l)%e 'f aut*'r)ty e%"ure" t*at all t*e #'r/er" (erf'r$ t*e)r +' #ell a%&)t !'%tr)ute" t' t*e !'$(a%y" (r'f)tale u")%e"" ,e%ture.

I% !'%!lu")'%- t*e =0a((r'a!* $'&el g),e" a gu)&el)%e f'r t*e !reat)'% 'f "u!!e""ful u")%e""

e%ter(r)"e. T*e ele$e%t" are "ett)%g 'ut !lear '+e!t),e"- attra!t a%& (lea"e !u"t'$er"- /ee(

t*e !u"t'$er" a%& $a/e t*e$ "tay l'yal- $a%ag)%g !u"t'$er" a%& u")%e"" gr'#t*-

!'$(et)t),e &y%a$)!"- !'%&u!t (r'(er "y"te$" a%& '(erat)'%"- la"tly t*e e,aluat)'% a%&

ta/)%g !'rre!t),e a!t)'%".

Sett)%g 'ut !lear '+e!t),e" )" t*e f'u%&at)'% 'f all t*e (la%%)%g 'f t*e u")%e"". W)t* a !lear


32/40


'+e!t),e- t*e e%tre(re%eur #)ll *a,e a &)re!t)'% a%& a%y &e!)")'% $a&e #)ll (la!e t*at

'+e!t),e )% t*e f)r"t (la!e. T*)" !'$(a%y *a" ',erall fulf)lle& $'"t 'f t*e a((r'a!*e". S'$e

,)tal re!'$$e%&at)'%" *a,e ee% $a&e f'r furt*er )$(r',e$e%t" '% t*e u")%e"" "u!* a"

rel'!at)'% 'f t*e ")te- e1ter%al u")%e"" ")g%- a%& )$(r',e$e%t )% (r'$'t)'%al "trategy- l'%ger '(erat)%g *'ur" a%& 't*er".

O% t*e 't*er *a%&- Mr. C*)a )" a ,er y "u!!e ""f ul e%t re(re%e ur #*' a&* ere "t r)! tl y

t' t*e !*ara!ter )"t )!" 'f e%tre(re%eur" "u!* a" $a"ter )%g t*e art 'f

%eg't)at )'%"- "tay)%g 'rga%)e& a%& al"' )$(r',)%g *)" %et#'r/)%g a) l ) t )e" t'

%a$e a fe#. Be")&e"- *e *a& ta/e% u( a fe# (art t)$e !'ur"e" '% u")%e"" $a%age$e%t

"/)ll a" #ell a" atte%&)%g u")%e"" relate& "e$)%ar" t' )$(r',e *)" u")%e"" "/)ll" a%&

$a)%ta)%)%g a g''& relat)'%"*)( #)t* *)" #'r/er" a" #ell a" *)" !u"t'$er" a%& t*u" )%!rea"e"

*)" u")%e"" (r'f)t" year y year.

A" a f)%al #'r&- #e #'ul& l)/e t' t*a%/ f)r"t 'f all- 'ur (r'+e!t le!turer- Mr. Au Ba/ar Se&e/ f'r

gu)&)%g u" t*r'ug*'ut t*e (r'+e!t. I% t*)" (r'+e!t- #e *a,e lear%e& a l't regar&)%g a "u!!e""ful

u")%e"" ,e%ture a%& "'$e 'f t*e )$('rta%t )%")g*t" 'f u")%e"". T*e "e,e% a((r'a!* $'&el

)%&ee& )" a g''& gu)&el)%e t' !reate a "u!!e""ful u")%e"" ,e%ture. We #'ul& al"' l)/e t'

t*a%/ Mr. C*)a f'r *)" t)$e a%& #)ll)%g%e"" t' e )%ter,)e#e& y 'ur gr'u(. He *a" "*are& a l't

'f )$('rta%t )%f'r$at)'% regar&)%g u")%e"" ,e%ture a%& #e *a,e al"' lear%t a l't fr'$ *)$.

We *'(e t*at )% future- t*)" (r'+e!t #)ll *el( u" t' "u!!ee& )% t*e u")%e"" #'rl&.


33/40


61 REFERENCE

Au Ba/ar Se&e/ A&ul Ja$a/- Sar)&a% Au Ba/ar- ul/)(l) G*aal) R'"el)%& Wa% 6455D.

Tra%"f'r$at)'% Bu)l&)%g 'f M)!r'0E%tre(re%eur"2 A C'%!e(tual M'&el. World Academy of

Science, Engineering and Technology. 5.

Bu")%e"" V)!t'r)a May 67- 645:D. C'"t" f'r "tart)%g a u")%e"". Retr)e,e& '% 8t* >e!e$er

645:- fr'$ *tt(2PP###.u")%e"".,)!.g',.auP'(erat)%g0a0u")%e""P*'#0t'0"tartP"tart)%g0%e#P!'"t"

;'re" 6456D. T*e Be*a,)'ural Tra)t" 'f a Su!!e""ful E%tre(re%eur. Retr)e,e& '% e!e$er 645:- fr'$ *tt(2PP###.f're".!'$P")te"Pgr'u(t*)%/P6456P4?P47Pt*e0e*a,)'ral0tra)t"0

'f0a0"u!!e""ful0e%tre(re%eurP

Olgu)%- M. A. >e! 54- 6456D. = T)(" t' Su!!e""fully Gr'# Y'ur Bu")%e"". Retr)e,e& '% =t*

>e!e$er 645:- fr'$ *tt(2PP###.)%!.!'$P$)!*ael0'lgu)%P=0t)("0t'0"u!!e""fully0gr'#0y'ur0

u")%e"".*t$l

S)e$"- C. O!t'er 69- 645:D. ;),e Se!ret" t' Bu)l& Y'ur Self C'%f)&e%!e f'r Bu")%e"" Su!!e"".

B''$ S'!)al. Retr)e,e& '% ?t* >e!e$er 645:- fr'$ *tt(2PP/)$gar"t.!'$Pf),e0"e!ret"0t'0u)l&0

y'ur0"elf0!'%f)&e%!e0f'r0u")%e""0"u!!e""

I%ter,)e# "e"")'% #)t* Mr K.C. C*)a.

62 APPENDI

32


34/40


;)gure 52T*e e1ter%al ,)e# 'f C*)e# B''/" S('rt" Ce%tre S&% B*&

;)gure 62T*e e1ter%al l''/ 'f C*)e# B''/ S('rt" Ce%tre

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;)gure :2T*e )%ter%al ,)e# 'f C*)e# B''/" S('rt" Ce%tre

;)gure 72T*e )%ter%al ,)e# 'f C*)e# B''/" S('rt" Ce%tre

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;)gure ur)%g )%ter,)e# "e"")'% #)t* Mr. K.C C*)a

;)gure ?2>ur)%g )%ter,)e# "e"")'% #)t* Mr. K.C C*)a

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;)gure =2Our gr'u( (*'t' #)t* Mr. K.C C*)a

;)gure 82O%e 'f t*e #'r/er- N)r$ala Ca"*)erD

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;)gure 92Stat)'%ar)e" "e!t)'% )% C*)e# B''/" S('rt" Ce%tre

;)gure 542C'$(et)t'r" f'e C*)e# B''/" S('rt" Ce%tre Ra()& MallD

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;)gure 552C'$(et)t'r" f'r C*)e# B''/" S('rt" Ce%tre

;)gure 562Attra!t),e area" Ta$a% Mel'r Se+at)D f'r C*)e# B''/" S('rt" Ce%tre t' '(erate )%Telu/ I%ta%

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Recommended


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;)gure 5:2Bu")%e"" !ar& 'f Telu/ I%ta% C*)e# B''/ a%& S('rt" S&% *&

completed eee project 1

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