All the cafe outlets are supported by three (3) centralised food processing centers operated by OLDTOWN subsidiaries:- Dynasty Confectionery Esquire Chef Emperors Kitchen The coffee and tea beverages offered at our cafe outlets are specially formulated and manufactured for our OLDTOWN WHITE COFFEE.

Introduction to Quality ManagementPresentation : Old Town White Coffee Gevana RaoKalaaimohanKJC1080413ThanashKJC1080094KJC 1080409NanthakumarKJC1050037Old town is a regional caf chain operator and an established beverages manufacturer in MalaysiaAs at 31 Dec 2011, the group operates 196 caf outlets in the Asia region.Generates 68% and 32% of its revenue from food and beverages (F&B) segment and fast moving consumable goods (FMCG) segment respectively.Company Profile

3-in-1 coffee mix under the OLDTOWN brand name for the retail sector in the year 1999. As per date 31 October 2009, the OLDTOWN 3-in-1 instant coffee mix was sold in approximately 1,348 retails nationwide in Malaysia, approximately 550 retail outlets in Singapore and approximately 2,100 retail outlets in Hong Kong.Old Town subsidiary which is known as White Caf Marketing commenced operations as the marketing arm for the groups beverages in 2001. White Caf managed to obtain a Halal certification from the Islamic Religious Department of Perak for the Groups beverages in 2002.The company successfully formulated their original blend of 3-in-1 instant milk tea for the retail market under the OLDTOWN brand name 2003. Major changes in year 2005 as White Caf officially open a chain of cafe outlets based on the traditional Ipoh coffee shop setting and atmosphere under theOLD TOWN WHITE COFFEE brand name.Company History In year 2006, the company expanded their export markets to Japan and China.In 2007, the incorporation of OldTown Singapore took place to provide management services, supply of food and beverages items to caf outlets in Singapore.In 2009 white coffee obtained a HACCP certification from BM TRADA Certification Ltd for the production of roasted coffee powder.In year 2010, OLDTOWN Singapore started operation of caf outlets.

Milestone

# no of outlets%Secret Recipe21224.2%Old Town White Coffee18320.9%Starbucks Coffee12514.3%Subway Sandwiches 9510.9%Pappa Rich 637.2%Coffee Bean & Tea Leaf525.9%Station 1 Leisure Caf414.7%Hailam Kopitiam273.1%San Francisco Coffee232.6%Dome Caf161.8%Gloria Jean's Coffee131.5%Killiney Kopitiam101.1%Kluang Station80.9%Georgetown White Coffee70.8%Total875100.0%Industry Analysis Malaysia has about 14 caf chain operators with the top five making up 78% of the total number of caf outlets in the country. While on the Fast Moving Consumer Goods (FCMG) segment, Old town is the third largest coffee retailer with 9.5% market share in 2011Old town is the clear market leader with 42.3% market share,leading the second and third largest player of Super Group. Hong Kong and Singapore coffee mix markets, Oldtown ranked is number 2 with increasing market share over the past 3 years, challenging the market leader, Nescafe which has about 29% market share in Hong KongOld town's FMCG market share breakdown by country

Old town cafes have been strategically placed themselves as retailer position in supply chain mapping of F&B industry. Main SuppliersGongga Food Sdn. Bhd.(fully owned subsidiary)Supplies dry & frozen coffee beans, curry paste and samba products.Nestle Products Sdn. Bhd.-Supplies ice-cream and yogurt products.Permanis Sandilands Sdn. Bhd.- Supplies carbonate drinks

Supply Chain MappingBoard of directors1. Datuk Dr Ahmed Tasir bin Lope PihieIndependent non-executive chairman, since 20092. Lee Siew Heng-Group Managing Director, since 20073. Goh Chin Mun-Executive Director, since 20074.Tan Say Yap-Executive Director, since 20095. Clarence DSilva A/L Leon DSilva-Executive Director & COO of F&B segment, since 20096. Chuah Seong Meng, -Executive Director and COO of FMCG segment, since 20097. Chin Lai Yong- Non-independent non-executive director, since 20098. Mark Wing Kong- Independent non-executive director, since 20099. Dr. Leong Chik Weng- Independent non-executive director, since 2009

Organization Structure The interior dcor of OLD TOWN WHITE COFFEE have been amazing arranged to suit the perfection of creating memories.Customers are welcomed with a modern ambience comprising of old black and white pictures hanging on the wall showing history of the caf, black wood parquet flooring, and walls that uniquely decorated.Tables are made from marbles so that customers can have a sense of luxury feeling.The equipment used for coffee making and beans roasting are all derived from overseas Free WIFI services is being provided.

Facilities and Equipment All the cafe outlets are supported by three (3) centralised food processing centers operated by OLDTOWN subsidiaries:-Dynasty ConfectioneryEsquire Chef Emperors Kitchen

The coffee and tea beverages offered at our cafe outlets are specially formulated and manufactured for our OLDTOWN WHITE COFFEE.

Food and Beverages

OLDTOWN White Coffee (Hot) and (Cold)

OLDTOWNs Nan Yang - O (Hot) and (Cold)

OLDTOWN White Coffee FreezeService PersonnelThere were total of nine employees in the caf outlet, including theSupervisor, Ms. Natasya. Generally, the restaurant manual indicatesthat there is 3 division of hierarchy level when it comes to their organization structure. It can be explained as follows:

Bar Crew

Kitchen Crew

Service Crew

Standard operation procedure Basic Operation Management TrainingInspectors Regular inventoryPrevent wastages

Best PracticesThe Biggest ChallengeThe main problem that the Oldtown Alpha Angle branch is facing originated from issues regarding customers. When it comes to matters consisting of late orders and foods are not tasty, the customers can be seriously pushy and needy.

. However, at times, the customers can be grumpy naturally and overreacted to the slightest mistake or error without being compassionate and understanding on the workers.

SolutionsThis following list of steps highlighted by Old town management particularly in dealing with errant customers.

Much of this guideline will be used by Assistant Supervisors, Supervisors, and Managers to pacify customers that are not happy with current services that arise out of wrong billing, late orders and receiving tasteless food and beverages.

The steps are:-Listen to customer Customer needs to maintain an eye contact regularly in order to show respect Listen attentively Do not interrupt customer when they are speaking Empathize Acknowledge Convey problems to Managers about full information of the situation Settle the problem Settle the problems immediately If unable to settle, get superior to help out Thank the customerThank the customer for their food and beverage Assure them this thing never happen in future Invite the customer to return again

Caf Outlets (North)Caf Outlets (Central)Caf Outlets (South)Caf Outlets (Singapore)Warehouse (Ipoh)Warehouse (Butterworth)Warehouse IndonesiaWarehouse (Subang Jaya)Warehouse (Johor Bahru)Warehouses (East Malaysia)Confectionary and Bakery Ipoh)Food Processing Center (Ipoh)Caf Outlets (Indonesia)Caf Outlets (East Malaysia)Food Processing Centre (Subang Jaya)Process Flow For Distribution ActivitiesConclusionImprovement in terms of constant changes is the key forOLD TOWN WHITE COFFEE continuous success. By working and tinkering with existing business model, practices and strategies will ultimately give them the competitiveadvantage to stay ahead from the rest of the competitors.Needless to say, the companys legacy remained unscathed for thelast decade due to their striving effort in managing customersneeds and wants effectively.

Chart10.40.090.490.02

Oldtown's caf outlets by type as at FY11Oldtown's cafe outlets by type as at FY11

Sheet1Oldtown's caf outlets by type as at FY11Fully-owned40%Partially-owned9%Franchised49%Licensed2%To resize chart data range, drag lower right corner of range.