Monday, April 27, 2009

National Taekwando Championships 2009

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The 22nd Traditional Taekwon-Do Championship (Open) 2009

It's the time of the year again. National GTF Taekwando Championships.

As last year, the LMTC gave us the opportunity to be the team managers working with the LMTC instructor May Li to the championships, to be held in the Summit Plaza, Subang.
So on the 3rd of Aprill 2009, my dearest co-manager and I gathered at teacher's house in Tanjung Tokong. Both of us were excited. Last year was a nice and refreshing trip for us. The responsibility was huge, but the satisfaction was worth it. We arrived there around midnite. It was definitely refreshing to meet up with the team members and friends. They're all friendly and helpful.

1.30am the bus arrives. We put our stuff into the bus and board, all ready for the trip. A total of 31 of us. Quite a number of black belts this year.

I get a buddy as well to sit next too. She's great company I would say. Nice and relaxing to talk and chill with.

Both of us haven't had the chance to practice and grade up since have been busy with other stuff on the weekends. Sad.

We stop at Bukit Merah R&R. We use the word so often, R&R, but do we really know what it means? I think it's Rest and Recuperate. And look at the beauty of this acronym, in Malay, R&R also brings the same meaning! Yes, believe it or not. Rehat dan Rawat. Amazing.

Initially no one gets down. But the bus was really cold. And I mean really cold. So alot of people get down, and some go buy some hot drinks to dring along the ride.

I request the bus driver and co-driver to reduce the aircond. Now, how do I tell someone it's too cold. Should I say, can you lower the aircond? or Can you increase the aircond? Yes I could just say, can you increase the temperature of the aircond, but what if he thinks I'm saying increase the aircond. So finally what do I say? Pakcik, sejuklah! (Uncle, it's too cold here) Ha-ha.

He says ok "I'll make it less cold". He even shuts off the engine and aircond while waiting, so it doesn't get too cold. Allright. Now I'm going to enjoy the trip, and hopefully fall asleep. Usually I dooze off easily.

Now everyone's on the bus, and the pakcik starts off and drives, turns on the aircond. Guess what. Less cold seemed to be like just less by 0.5'C. Everyone's still shivering. I go to the uncle again and tell him it's still too cold. He says that he can't reduce the aircond (increase the temp) cause it'll make the engine stop. Now this I don't get. How can reducing the aircond do anything bad for the aircond? I'm confused to say the least. To be fair, I'm no mechanic and haven't driven a bus, but when I drive my car, I thought the cooler the temp, the more petrol it uses. In fact, if you turn OFF your air-cond, the pickup is better, i.e LESS strain on the engine? --->Anyone any idea??

Anyway, we reach Summit Hotel around 7.30am. The to the hotel and ask if we can check in early. Standard reply - sorry we're full and need to wait until people check out. Check-in time is 2pm...

So we head to the rest room to freshen up and then walk to Summit Plaza. This year the competition is held on the Ground Floor. Nice.

We're participating in a number of events from Individual Coloured Belts Pattern, Sparring to Black Belt Sparing and Patterns. (Coloured Belts just means which all belts except Black)...Now that I'm writing about Coloured belts. I guess it's scientifically true if I remember correctly. As Black is actually not a colour, but the absence of one. If when light shines on it, it absorbs all the light and does not reflect any color, so its black. Yellow belt color would reflect yellow color right?
Here's some of the pictures.
Warm up and practice before the tournament. We arrived early and had some time for practice.


















Free Sparring



It's interesting to note this year, even for the coloured belts, no body protector was allowed. Only head gear, and the gloves for hands and legs. Last year, head gear, body protector and no gloves. This year looks more 'aggressive' to say the least. Yes, it's pretty hard to do chopping kicks when you're wearing a body protector.



Round 1. Actually there's only 1 round here. 1 minute.




Most people like to jump and move around. Does it really keep you alert or just tire you? Guess depends on your fitness.

One of our team members getting his medal. (Most right)










The younger participants category lacks no action. They're usually more eager and all out sometimes. What's important is to be vigil, well prepared and wear proper protection.




A very interesting fight. Both were strong competitors and made the match a good watch.




Returning kicks. You usually want to be careful not to slam shins with each other unless you've been practicing some moi-tai or wearing a shin-guard.




Some like to keep their foot raised, to reach quickly when the opponent nears.






Whoops, a kick to the back. Actually that's not allowed and could lead to penalty points.




Here's an incoming back-kick.







Here comes a slapping kick, ready or not. Remember in Taekwando it is always wise to keep your hands up. But sometimes that leaves your stomach vulnerable.




You see the kid in blue is launching a kick, but has left himself open.






Somehow the kicks seem predictable looking at this snap shots, but when you're in the ring, nothing is slow motion. A blink and you might have a whopping headed your way.




Incoming flight. Look carefully, both feet are in the air. Watch out, he's kick might just land on you.




As you can see, most have different starting stance as well. But basically one arm protects the ribs and the other the head.




Wow, that's a pretty high chopping kick.




Ouch, that might have hurt.






Here's the referee breaking them up, either due to a fault or time-over.






Here's the individual pattern. It is also interesting to see besides the free sparring. The art, breathing, chi, and also how perfect the kicks and punches are among the things to look out for.







Closest to the camera is our contestant. He has a real fine pattern mastery and superb kicks and form.



A well done Red Belt Pattern by our contigent member.











Another of our proponents in the individual pattern.







Here as well. Our team did take part in a number of the sparring and patterns. Below is the red belt pattern.




The beginning of the pattern among blue belts.






Want more, here's a video snippet of the pattern.


















One for the team.







The official opening ceremony. Interestingly the 'opening' is done halfway through the tournament.










Saturday's event ends around 8.30pm. Some of the black belts are still waiting for their turns. We decide that the rest should go have dinner before the stalls / restaurants close. Most of the teenagers go along with their friends for dinner. We took some of the younger ones with us. Had dinner at some restaurant names Mandy's or something. Was on average.










We head back to the hotel. I'm ready to have a nice hot dip in the bath tub, to relax and relief all the sore muscles, especially my leg and back muscles. Nope, I didn't spare, but I was running around...And guess what, the bathroom was not vacant. One of the kids, or now was it 2 of them together, were enjoying themselves in the tub for some time. Even brushing their teeth in while soaking in the tub...:p










Anyway, I finally get to bath and my wasn't it relaxing and soothing. Yes a hot dip in hot tub really works for the aching muscles.






I request for some additional pillows and covers so we can spread them on the floor. I let the kids sleep on the bed and I bunker on the sheets. Finally the 3 kids are asleep. Suddenly a mobile phone rings. One of the other kid picks it up and says it the other kid's mother calling. I tell him to tell the Aunty that her son is asleep. But she still insists to talk to him. OK, might be an emergency I think. We shale and shake the kid till he wakes up, and talks to his mum. He hangs up and I ask him what happened? He says his mum wanted to ask him whether he's asleep or not yet..HAHAA.






Sunday - kids in my room wake up a little later as their events were done yesterday. Today is for the open category and black belts mainly. And guess what, yup, the kids are hogging the bath tub again. Ok, let's wait again.




Teacher sends the other kids to my room as well to take care of. Wow, I've got a handful of kids now running wild in the room.




After everone's ready we head to the ring to support our team members.




This friend got a walk over victory.






Here's a time-keeper which might look familar.

Sometimes we try our best to take photos of the action but it is hard. However this fluke here sure gives real feel of what's happening in the ring.




I'm hungry for lunch. So is my dear. I decide to try something interesting in one of the stalls. Crispy Double Cheese & Onion. Wow, it was really nice. Just the crispy part and with the fillings. My co-manager loved it as well! A must try. Same floor as McD in Summit, opposite it and Mr Teppanyaki.




It's now 1pm, and we need to check out. The hotel is calling. I talk to the hotel personel and request late check out for some of the rooms and check out the rest.



The bus is here. Those that are done with their events gather and head towards Sunway Pyramid. We reach Pyramid at around 2.45pm and walk around in our own groups, with each group having at least one responsible person.








4.45pm, we gather at Sunway Pyramid's exit and board the bus and head towards Summit to pick up teacher and the remaining team members.
5.20pm, we leave for Penang. Teacher suggest we stop at one of the R&R that sells fruits. I say, ok, Sg Perak it is, and request the bus driver to do so. This time we're more prepared. We have hot soup and hot tea.




Also Sungai Perak R&R is a great place to get fruits, including Buah Salak. Fresh Buah Salak. Yes, you can get alot of Jeruk Salak from Penang but not fresh ones.





And around 11pm we reach home safely. Thank you God for the safe trip and journey.



Anyway, if you want to know more about Taekwando, Learning Teakwando and contacting LMTC for classes, you can read about it by clicking here.












Monday, April 13, 2009

FIREFLY - MARKETING ANALYSIS, DISCUSSION & RECOMMENDATIONS

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Hi folks,
Below is the essay I wrote for my Marketing Management Individual Assignment. I submitted it on the 4th of January 2009, so whatever data and reference, as well as info would be based on info I got till end of 2008.

FIREFLY

MARKETING ANALYSIS, DISCUSSION & RECOMMENDATIONS

TABLE OF CONTENTS :
Executive Summary
1. Introduction
1.1. Aim of Report
1.2. Overview of Low Cost Carriers (LCC)
2. Market Analysis
3. Current Product Analysis
4. Competitive Situation
5. Marketing Strategy – A comparison
6. Pricing Comparison with Air Asia
6.1. Perceptual Mapping of Comfort and Pricing
7. Analysis of External Factors
7.1. Political
7.2. Economic Trend:
7.2.1. Overall Decline in Air Traffic
7.2.2. Fluctuation of Fuel Prices
7.3. Socio Cultural
7.4. Technological Considerations
7.5. Legal factors
8. SWOT Analysis
8.1. Strengths
8.2. Weakness
8.3. Opportunities
8.4. Threats
9. Porter’s 5 Forces Analysis
10. Recommendation

TABLES
Table 1: A Comparison between Firefly & AirAsia’s Marketing Strategy
Table 2: Porter’s 5 Forces Analysis


FIGURES
Figure 1 : Passengers Carried by AirAsia (2008 vs. 2007 for first 3 quarters).
Figure 2: Perception Mapping of Comfort verses Pricing for the Sector’s Low Cost Carriers
Figure 3: Traffic Update for Association of Asia Pacific Airlines (AAPA) Member Airlines
Figure 4: ASEAN Roadmap for Open Skies


Executive Summary
Firefly, a subsidiary of Malaysian Airline System (MAS) Berhad is going into its second year of operation. The commercial air passenger market is segmented into Full Service Carriers and Low Cost Carriers, with Firefly targeting the latter. Even with the overall drop in air travelers, low cost air travel is still growing in this region. Firefly has positioned itself as a Community Airline; offering reasonable low fares while ensuring passenger comfort and convenience.

On the external front, Firefly will continue to face stiff competition from AirAsia, the Low Cost Carrier market leader in this region. AirAsia has many strengths including a powerful brand presence, high efficiency and strong online services. Also, Firefly’s hub, the Subang Airport has poor public transport services, causing inconvenience to customers.

Besides facing external competition, Firefly will need to continue improving itself internally. The main areas identified are in marketing and sales of tickets especially through the internet, strengthening its brand awareness and also its on-time arrivals and departures.

It is recommended Firefly re-position itself to be a clear choice for customers, by further improving passenger comfort and making its pricing comparable to AirAsia. To realize this, combined with the expected operational cost savings with its fleet upgrade, it is recommended that Firefly make on-time flights a performance indicator for employees, consequently improving on-time flights, efficiency and customer satisfaction.

In addition Firefly should provide shuttle services to it’s hub in Subang Airport, providing convenience to passengers while generating ancillary income. Subsequently, it needs to improve its brand awareness to users, locking in customer loyalty. In short, this will fuel Firefly’s market share growth while maintaining profitability.

Finally, Firefly will need to be flexible and anticipate new regulations especially the ASEAN open-skies implementation for future growth opportunities.


1. Introduction
1.1. Aim of Report
This report will discuss and analyze the current positioning and product offered by Firefly. The key objectives are to identify the current market situation as well as analyze and evaluate the competition. Finally make recommendations to Firefly on sustaining and growing its market segment.
1.2. Overview of Low Cost Carriers (LCC)
There exists no specific definition for LCCs, with many airlines declaring themselves as LCCs, but employ different working models. Piga & Filippi (2002) state that an LCC is an airline that offers low fares but eliminates all unnecessary services.
Firefly, Malaysia’s community airline was launched in April 2007. It is operated under Firefly Sdn Bhd (Firefly) and is a wholly owned subsidiary of Malaysian Airline System (MAS) Berhad.
Segmenting the commercial passenger carrier market into two major segments; Full-Service Carrier (FSC) and LCC; Firefly is placed in the LCC segment based on their service and price offering.

2. Market Analysis
‘AAPA (Association of Asia Pacific Airlines) intra-Asia Pacific passenger numbers rose 5.9% to 93.7 million in 2007, with all sub-regions registering positive growth’ (AAPA 2008b, p. 1). This indicates air travel in the Asia Pacific rim is gaining acceptance with the exception from 2nd half of year 2008 onwards due to the economical crisis.
The budget travelers segment has been growing steadily, even in 2008 which saw an overall drop in air passengers. Specifically in Malaysia and South East Asian (SEA) countries, budget air travel continues to gain popularity with Air Asia registering more than 20% customer growth Year 2008 over Year 2007 till date (AirAsia 2008a)
With the current economic situation, more travelers will look for the best value for money in travel, which translates to a boom for LCC.



Figure 1 : Passengers Carried by AirAsia (2008 vs. 2007 for first 3 quarters).
Source: AirAsia (2008a)

3. Current Product Analysis
Realizing the potential of LCC, Firefly was launched by MAS in 2007 (Leong 2007). This enables MAS to target a new segment with a suitable product model without diluting its own World Class Carrier brand. Previous attempts by MAS to fly unprofitable domestic routes with its larger planes and existing model made substantial losses (Gottfredson, Vestring & Maceda 2008).
Firefly is gaining acceptance and achieving good load factors, currently around 70% (Yen 2008). It operates on a low cost and short haul model. Firefly has made Penang and Subang it's hub (Yen 2008) and from Quarter 4 of 2008 provides connectivity to nine destinations from both hubs (Firefly 2008).

4. Competitive Situation
Most established carriers including Singapore Airlines and MAS are positioned towards targeting the FSC market segment.
The direct competition for Firefly is AirAsia; the pioneer LCC in this region. AirAsia has the world’s lowest unit cost of $0.023 per Available Seat Kilometres (ASK) (O'Connell & Williams 2005). This enables AirAsia to offer competitive prices combined with its strong brand presence.
AirAsia is a direct competition for two routes from Penang and six routes from Kuala Lumpur (KL). Although Air Asia flies to the Low Cost Carrier Terminal in Kuala Lumpur International Airport (KLIA) whilst Firefly flies to Subang, the airports can be considered to be in proximity and a competition for point-to-point passengers.
For the remaining Firefly routes, no direct competition exists and Firefly stands to fully benefit.


5. Marketing Strategy – A comparison
Table 1: A Comparison between Firefly & AirAsia’s Marketing StrategySource: Air Asia (2008b) and Firefly (2008)
Table 1 shows the marketing strategy applied by both carriers. Both have positioned themselves as LCC. AirAsia focuses on low fares with no frills and Firefly maintains a Community Airline tagline.

AirAsia’s free-seating with Xpress Boarding option, imposes on itself a negative perception, by inconveniencing passengers. Firefly’s allocated seating is a plus for travelers especially groups, with no rushing and queuing for preferred seats. Strengthening the Community Airline tag is Firefly’s higher baggage limit and no baggage check-in fees but again looses out on ancillary income. AirAsia goes with the No-Frills, has hidden cost, and is a turn off for international transit travelers who usually travel heavy and expect a higher baggage limit.
In short, Firefly is positioning itself using a differentiation strategy in customer convenience compared to the competition.

6. Pricing Comparison with Air Asia
With the pricing scheme of both airlines being dynamic, it is not possible to directly compare their pricing. Both airlines charge additional admin fees and airport tax.


A comparison of taking a return flight from Penang to Medan reveals; Firefly’s Admin Fee amounts to RM20 while AirAsia RM22.50. However AirAsia’s GoInsure Insurance Premium is RM18 for a return flight verses Firefly’s RM34.
AirAsia leads the market by being the first airline to remove fuel-surcharge, followed later on by Firefly on 18 Dec 08.

6.1. Perceptual Mapping of Comfort and Pricing
Based on the Skytrax forum, passenger experience on Firefly is commendable except for one issue; flight delays (Skytrax 2008).


Figure 2: Perception Mapping of Comfort verses Pricing for the Sector’s Low Cost Carriers

The perception would be AirAsia offers better bargains over an averaged period but sacrifices passenger comfort. By pricing comparably with AirAsia and increasing comfort, Firefly will be a clear choice for passengers.

7. Analysis of External Factors
Being in the passenger airline carrier business, Firefly is strongly impacted both positively and negatively in changes from external factors. Understanding and making the best of these external factors will assist Firefly to position and target its product better in these trying times and come out stronger.


7.1. Political
Government stability and decisions in destinations plied by Firefly impacts business. The Malaysian government policy to support and develop the Low Cost Travel sector (Bernama 2006) augurs well for Firefly.
Being a subsidiary of MAS which is under government influence, Firefly faces similar challenges where some state governments try to pressure the LCC to fly to non-lucrative states which either impact profits or relations. Recently the Perak state government has urged Firefly to do so (Star 2008b).

7.2. Economic Trend:
7.2.1. Overall Decline in Air Traffic


Figure 3: Traffic Update for Association of Asia Pacific Airlines (AAPA) Member Airlines
Source: AAPA (2008a).

Figure 3 shows a significant decline in passengers by 9.8% for Nov 2008 compared to Nov 2007.

Mr. Herdman, AAPA Director-General commented the recent plunge in oil prices provides some relief, but market conditions are expected to remain extremely difficult moving into 2009, forcing airlines to adopt additional cost-saving measures, including capacity cutbacks and deferral of planned capital expenditures’ (AAPA 2008a).

7.2.2. Fluctuation of Fuel Prices
Fuel amounts to a significant percentage of the total operating cost and spikes can lead to significant losses. As world fuel prices fluctuate, costing for this variable is difficult. Many airlines including Firefly introduce fuel-surcharge on ticket prices when fuel prices rise. This method to a certain extent offloads the pressure of fuel fluctuations from airlines to end-users.

7.3. Socio Cultural
A growing budget conscious middle-class bodes well for Firefly's positioning.
More people plan their own tour trips, further enabling Firefly's Business to Customer (B2C) model.
The overall market in South East Asia is well spread and likely to frequent multiple destinations. Indeed with the Southeast Asian population becoming more educated, combined with easier and cheaper access within Asia, there should be a greater desire to travel to see the region either individually or with their families (Delfmann et al. 2005).

7.4. Technological Considerations
The standardization of Firefly’s fleet to the highly fuel efficient ATR72 airplanes not only leads to improvements in yield and revenue (Star 2008a), but also portrays a strong brand presence and an environmental friendly airline.
As Firefly’s service spreads across the Association of South-East Asian Nations (ASEAN) countries, specifically Malaysia, Thailand and Indonesia, the technology used to conduct sales requires some specialized approaches.
With the internet penetration of 59% in Malaysia, 10.5% in Indonesia and 12.6% in Thailand (Miniwatts Marketing 2008), the distribution strategy through online sales and marketing is expected to be the major contributor for Malaysia, where-as for Indonesia and Thailand, sales offices within reach-able distance is necessary.

7.5. Legal factors
The liberalization of KL-Singapore air route in December 2008 and expected liberalization of ASEAN capital routes in 2009 will offer opportunities to Firefly.

Figure 4: ASEAN Roadmap for Open Skies
Source : Sidhu (2008)

Sidhu (2008) expects LCCs to be the big beneficiaries mainly because the FSC have had more access to these routes previously. With the above events and existing no-visa requirements between most ASEAN countries (Association of South-East Asian Nations 2006), cross-border travel is set to further grow.
Analyzing this, Firefly’s option of the ATR-72 aircraft fleet was wise as it is well placed for short haul flights between ASEAN countries. Also not being a jet aircraft, the ATR72 can easily land in smaller airports (Maye 2008) which is common for tourist spots and islands like Langkawi.



8. SWOT Analysis


8.1. Strengths
Being a subsidiary of MAS, Firefly’s start-up cost and learning curve in the industry is significantly reduced.
Firefly has introduced an innovative product with new routes tapping into new markets. It has landing rights and is the sole carrier from Penang to world famous tourist destinations including Koh Samui & Langkawi.
Exclusive access to the Subang Airport enables it to fully capture travellers opting for this route. The Subang Airport is closer to main commercial and residential hotspots including KL and Petaling Jaya compared to KLIA.

8.2. Weakness
Undoubtedly Firefly is new in the business, especially online sales. Even it’s parent company MAS was late to introduce its online booking engine only in January 2004 (O'Connell & Williams 2005) . It lacks the experience in this field compared to Air Asia. Already in 2003, Air Asia was voted as the most popular website for online shopping in a survey conducted by AC Nielsen Consultancy (AirAsia 2003)
Subang Airport as a hub has its drawbacks though. Exclusive access to Subang eliminates possibilities of other airline passengers using Firefly in Subang for connectivity or during stopovers.
The other limiting factor of the Subang Airport is the lack of a systematic public transport to and fro the airport, compared to the KLIA which boast the ERL (Express Rail Link), shuttle buses to town and taxies. Subang Airport relies solely on taxis.

8.3. Opportunities
Connell (2006) comments that medical tourism has been a success in Asia especially and has prompted global interest. Penang itself has 13 private hospitals (APHM 2008) which Firefly can work with on promoting medical tourism
Firefly has many spokes out of Penang to popular destinations (Firefly 2008). With international airlines plying Penang Airport, Firefly can capture stopover passengers seeking to visit popular destinations.

8.4. Threats
AirAsia is the main threat to Firefly. The on-going price war between budget airlines is expected to continue cutting into profits.
With the overall drop in Asia Pacific air-traffic expected to continue (AAPA 2008a), FSCs will consider joining in the fight for the budget travellers segment directly or by launching a subsidiary LCC.
There also exists threats of substitute products namely the train services, bus services and car travel especially for routes on the Peninsular of Malaysia, for example the KL-Penang route. Aeroline, a Business Class like Bus Service charges RM55 for a KL-Penang trip, and takes approximately 5 hours (AEROLINE 2008) compared to 1 hour by flying (Firefly 2008).

9. Porter’s 5 Forces Analysis
Based on the analysis and discussion done, it can be concluded into Porters 5 Forces on the level of each of the forces.


Table 2: Porter’s 5 Forces Analysis

In short, the LCC business is viable provided Firefly continuously improves itself and is flexible in this challenging market.

10. Recommendation
Firefly needs to improve on on-time flights, and de-market this negative perception. On-time flights will not only improve Firefly’s branding and perception, it saves significant amount of money due to inefficiency and downtime, and reduces airport charges. It is recommended that achieving on-time flights be made an index in employee performance, and have a monthly incentive tied to this performance indicator. On-time flight information can then be displayed on Firefly’s website, indicating Firefly’s commitment to customer satisfaction.
Firefly should provide a shuttle bus service to and from the Subang Airport, leading to ancillary income and boosting its Community Airline image.
Consequently, with improvement in efficiency and passenger comfort, Firefly can realize the proposed re-positioning of its product per Figure 2, thus improve its market share while maintaining profitability.
Achieving the above, awareness campaigns need to be conducted, informing the mass that Firefly offers value travel, while maintaining comfort. Once a brand reputation of low fair airlines has become embedded into the minds of consumers, 65% of those passengers travelling on a LCC surveyed did not look at any other carrier when booking their travel (O'Connell & Williams 2005).
Firefly will need to actively study all routes and phase out non-lucrative ones. The analysis indicates that new lucrative destinations will be available in 2009. Firefly needs to wisely anticipate & penetrate these markets as soon the open skies in ASEAN are implemented.
Firefly has the opportunity tapping into medical tourism, working with tour operators and medical institutions to offer attractive packages.



REFERENCE
AAPA, AoAPA 2008a, 'AAPA November 2008 Traffic Results', AAPA Traffic Results, no. 2008:24, p. 2, viewed 28 December 2008, .
---- 2008b, Association of Asia Pacific Airlines 2008 Annual Report, Association of Asia Pacific Airlines (AAPA), viewed 29 December 2008, .
AEROLINE 2008, A Convenient Way to Fly, Aeroline, viewed 29 December 2008, .
AirAsia 2003, Awards & Recognition, AirAsia, viewed 29 December 2008, .
---- 2008a, Air Asia July - September 2008 Quarter Results.
---- 2008b, Company Profile, AirAsia, viewed 30 December 2008, .
APHM, AoPHoM 2008, List of Member Hospitals, APHM, viewed 29 December 2008, .
Association of South-East Asian Nations, A 2006, ASEAN Framework Agreement on Visa Exemption, ASEAN, 25 July 2006.
Bernama 2006, 'PM Launches Biggest LCC Terminal', Bernama.
Connell, J 2006, 'Medical tourism: Sea, sun, sand and ... surgery', Tourism Management, vol. 27, no. 6, pp. 1093-100.
Delfmann, W, Baum, H, Auerbach, S & Albers, S 2005, Strategic Management in the Aviation Industry, Ashgate Publishing, Ltd.
Firefly 2008, Firefly, Firefly, viewed 29 December 2008, .
Gottfredson, M, Vestring, T & Maceda, M 2008, 'How Asian Companies Can Beat the Recession', Business Week, 28 October 2008.
Leong, D 2007, '26 Nov 2007: Corporate: Firefly keen to join LCC league', The Edge Daily, 26 November 2007.
Maye, S 2008, Bangkok Airways expands its ATR fleet with two more ATR 72-500s, ATR, viewed 29 December 2008, .
Miniwatts Marketing, G 2008, Internet World Stats: Usage and Population Statistics, Internet World Stats, viewed 29 December 2009, .
O'Connell, JF & Williams, G 2005, 'Passengers' perceptions of low cost airlines and full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines', Journal of Air Transport Management, vol. 11, no. 4, pp. 259-72.
Piga, CA & Filippi, N 2002, 'Booking and flying with low-cost airlines.', The International Journal of Tourism Research, vol. 4, no. No. 3, pp. 237-49.
Sidhu, BK 2008, 'Competition up, air fares down', The Star, 13 December 2008.
Skytrax 2008, Airline Quality Forum, viewed 29 December 2008, .
Star 2008a, 'New ATRs for Firefly', The Star Online, 22 December 2008.
---- 2008b, 'Perak wants Govt to keep promise and upgrade airport', The Star, 6 December 2008.
Yen, JLM 2008, 'Firefly already cash positive ', TheEdgeDaily, 17 December 2008.



Tuesday, March 24, 2009

Reader's Digest - a scam?

1 comments


Below is my complaint to Reader's Digest, (RD) based on another illegal attempt by them to charge my c/card. Lesson learnt - Never provide your credit card number for charges by filling up a form, as they can try to use the same detail and keep on charging you. If you really need to do so, use a credit card you can and are willingly ok to cancel on the spot. I learned my lesson the hard way, cause, I have easy installment payments on my card, so how do I cancel it? Below is my email which I initially faxed and then emailed to them on 18 March 2009.



re-send by email in case fax is not received:



Reader's Digest Customer Number : 030-xxxxxx


-------------------------------------


xxxx Yew,


Customer Relationship Department


P.O Box 600, Singapore Post Centre


Singapore 914020




Another UN-AUTHORIZED transaction attempt by Reader's Digest



After a long issue just resolved where Reader's Digest (RD) illegally charges my RM58.10 and reverses the charges after complains to KDNHEP and BNM and RD's apologizes,



Now RD is AGAIN trying to charge me RM58.10? This is referring to your letter dated 13/02/2009 (O/N:003 000) stating un-successful charge to my credit card, an amount of RM58.10, further requesting me to make payment.



I have NEVER authorized RD to make any charges on my c/card EXCEPT the first charge of RM89.90 which has already been charged and paid on 01/08/09. RD has also acknowledged on your letter dated 21 November 2008 signed by xxxx Yew it was RD's fault of trying to charge an additional RM58.10 on 05/09/2008,



And now RD is at it again, trying to charge my card.



Another thing : A couple of months, somehow RD sends me another Free Gift - Travel Bag. I call RD at 03-7960 1111 and request to talk to Jennifer Yew, but am told she is in Singapore. Ok, I say can I talk to someone in Customer Relationship Dept and was told they will get back to me. Till date, no one in Customer Relationship Dept has bothered to call me back. So what am I suppose to do with this Bag?



As mentioned during my calls and now again in this letter I DO NOT AUTHORIZE Reader's Digest to make ANY charges on my credit card. All attempt to charge my credit card without my specific written consent is tantamount to fraudulent charges and I will lodge reports to the respective authorities and cc the media.



Also to



RHB - Thank you for not authorizing this new unscrupulous attempt by RD. What disappoints me again though is I called RHB on 27 Feb 2009 to understand these new charges and was told RHB will get back to me but never did. My follow up call on 18 March 2009, the person told me that RHB does not have details of this charge attempt, and I requested to be contacted by someone in Retrieval & Chargeback Unit or a relevant dept but he mentioned I need to FAX a letter first to RHB. So what's the point of having a call centre?



BNM (JPB0xxxx/xxx4 Nov 2008)- Thank you for pushing RHB to investigate the additional initial charges (05/09/2008) which now have been reversed. Initially RHB was hardly bothered and did not entertain my calls nor faxes, telling me that I would need to resolve the matter with RD as it was my problem with the merchant. Interestingly RHB had somehow forgotten that I was an RHB Client till receiving a reminder from BNM.



KPDNHEP (KPDNHxxxxxx, 31/10/2008)- Thank you for pursuing and leading to a closure on the initial fraudulent charges 05/09/2008. Previously before complaining to KPDNHEP I had called Reader's Digest and faxed them multiple times but was ignored, and somehow treated as at fault and I needed to 'proof' my innocence against the charges, even though it was RD which made additional un-authorized charges. .



KPDNHEP - Again as in this letter, there is another unauthorized attempt by RD to charge my card, therefore I would like to bring the above matter to KPDNHEP's attention and hope that KPDNHEP takes stern action against irresponsible merchants.




cc:


Bank Negara Malaysia


KDNHEP


RHB - Retrieval & Chargeback Unit



Thursday, March 19, 2009

Malaysian Banks and the Current Meltdown

1 comments
Malaysian Banks and the Current Meltdown - (Based on findings till 24 January 2009)



Initially I was planning to start another blog to post all the MBA reports and essay as well as all the best practices, and learnings I've experienced through my RMIT - MIMS Inti MBA Executive (Part Time) MBA. But then life is always busy busy, and if I procastinate too long, the topics I wrote about might even get out-dated. :p . Furthermore some of the work below e.g. as the one below, is very much related to Penang and Malaysia, so it deserves a post in fyi-penang.blogspot.com wouldn't you say? Anyway, below is my individual report for the Core Course, Global Business Context (GBC). Hope you find this useful, and do leave any comments of what you think of this report. Note I submitted this report on 24 January 2009, so information would be only latest till around that time. This is my personal understanding and study of the recession and its impact, and is in no way a recommendation or advice. -Lukman



HOW THE FINANCIAL MELTDOWN IS GOING TO IMPACT FINANCIAL INSTITUTIONS IN MALAYSIA

TABLE OF CONTENTS


Executive Summary
1. Introduction
1.1. Aim of the Report
1.2. Overview of the Financial Sector, specifically in Malaysia
2. Globalization and the Financial Meltdown
2.1. Understanding the Financial Meltdown
2.2. The ASEAN 1997 Financial Crisis
3. Country Analysis
3.1. Trade Interdependence: Commodity Exporter & Manufacturing Dependent
3.2. The Financial Sector: Over-leveraged?
4. The Regulatory Environment 10
5. Scenario Analysis (Anticipating Change)
5.1. The Average Case
5.2. The Worst Case
5.3. The Best Case

6. Strategy - Foreign Banks Strategizing in Malaysia
7. Innovation - Islamic Banking

8. Conclusion
9. APPENDIX
9.1. Appendix 1: Malaysia Monthly Trade Performance 2007-November 2008.
10. REFERENCE

FIGURES
Figure 1: Malaysia Exports by Destinations, January – November 2008
Figure 2: Malaysia Federal Government Finance, 1985-2008.
Figure 3: Malaysia Financial and the Scenarios 2015
Figure 4: Islamic Banking as % of total Banking Assets by Country

Executive Summary
Malaysian financial institutions, both local and locally incorporated foreign banks managed to come out of the ASEAN (Association of South East Asian Courtiers) 1997 crisis, alive but battered. Lessons were learnt, steps taken and regulations setup to avoid a recurrence. Now the financial meltdown spurred by the banks in USA, has put this institutions through their toughest test yet.

The Malaysia economy is highly dependent on exports and many of its trading partners have entered or nearing recession. Besides the already existing pressure on the financial institutions due to the meltdown, the potential fall of the economy and exports will further strain the financial institutions. The strong reserves and manageable debt of Malaysia will be vital to the survival of the country and institutions.

Regulations in place by Bank Negara Malaysia (BNM) ensuring all banks are locally incorporated and execute prudent financial practices will play an important role in ensuring the financial stability locally. These regulations have also been a factor in determining the strategy implemented by foreign banks to operate in Malaysia, giving it benefits of both worlds, having its strong brand and network while insulating itself from the quandary of its parent company.

The scenario analysis concludes three possible scenarios, an average scenario is expected to be most plausible where Malaysian financial institutions manage to weather the turmoil with strong support from BNM and the government, in time for the world economies and banks to slowly recover.

There exists innovation opportunities in the sector to implement key principles from the Islamic finance in the conventional banking, renewing the eroded credibility of institutions world wide.

Finally it is concluded that Malaysia and its financial sector will suffer from the meltdown however to a lesser effect considering the strong fundamentals and prudent financial practices.

1. Introduction
1.1. Aim of the Report
This report will look into the financial institutions in Malaysia and evaluate how they will fare in the current financial meltdown. A global business context view is discussed to assess the above statement.
1.2. Overview of the Financial Sector, specifically in Malaysia
Crane (1995) states from the most aggregated level, six core functions are performed by the financial system:
 Clearing and settling payments to facilitate trade
 Provide a mechanism for the pooling of resources and for the subdividing of shares
 Transfer economic resources through time, across borders, and among industries.
 Provide ways of managing risk.
 Provide price information to help coordinate decentralized decision-making in various sectors of the economy
 Provide ways of dealing with the incentive problems

Bank Negara Malaysia (BNM), the central bank for Malaysia was established on 26 January 1969. The local banking sector comprises of commercial banks, finance companies, merchant banks, discount houses and money brokers which are licensed under the Banking and Financial Institutions Act 1989 (BAFIA) and supervised by BNM (Bank Negara Malaysia 2008a).

Meyer (1999) summarizes central banks as having two core missions; pursuit of monetary policy to achieve broad macroeconomic objectives as well as the maintenance of financial stability, including the management of financial crisis, where the latter is closely connected to regulation and supervision of the banking system.

In 1997 the 36 banks went through a merging process, and as of 2004, the domestic banking institutions were reduced to 25 (Dr. Zeti 12 November 2007).

2. Globalization and the Financial Meltdown
Nayyar (2006) comments there are three manifestation of the globalization phenomenon; international trade, international investment and international finance. It is these factors that will play a major part in deciding its impact to the financial institutions in Malaysia.


2.1. Understanding the Financial Meltdown
Summarizing the financial meltdown into 3 stages, firstly with creditors fleeing from the sub-prime debt in summer 2007 due to large losses, secondly with the Bear Stearns Securities crisis in March and extended through the bailout of mortgage giants caused mainly due to investment banks evolving into proprietary trading houses with large illiquid securities, and given sufficient panic, it becomes impossible to roll over their short term loans. The third stage, with the bankruptcy filing on Lehman Brothers Holdings Inc and the ‘rescue’ of AIG, further eroded confidence. Combined with lax reaction from the Fed and inconsistency, fuelled a run from all entities that might fail, even if they appear solvent. Subsequently the collapse of a fund market and pending lapse of others sent the U.S Treasury into crisis mode. Now the shock waves have spread quickly throughout the world (Johnson 2009).

2.2. The ASEAN 1997 Financial Crisis
Abdelal & Alfaro (2003) argue that Malaysia’s success in applying capital controls during the ASEAN 1997 recession is due to 3 critical factors, being Bank Negara had a high level of foreign exchange reserves, Malaysia had relatively little external debt and finally the links between public authorities and the financial system were deeply institutionalized. These factors will be used as a basis to evaluate the financial sector’s current standing against the meltdown.

3. Country Analysis
Two major points need to be studied in the Malaysia analysis with reference to interdependent and integrated world economy. Firstly is the trade with the world and secondly is the interdependence and integration of the financial sector itself with external forces.

Johnson (2009) observes that while wealthy nations like USA can use their wealthy balance sheets to shore up banks many countries will find this impossible, as happened in the emerging markets after 1997-1998, the withdrawal of credit can lead to steep recessions and major internal disruptions. He further argues that four set of countries stand to lose the most;
• The over-leveraged; i.e. banks and countries that over-borrowed heavily.
• The commodity-dependent exporters especially oil and other major commodities that have dropped in price.
• The extremely poor, e.g. Sub Saharan Africa.
• China, being heavily dependent on manufacturing.

3.1. Trade Interdependence: Commodity Exporter & Manufacturing Dependent
Based on Figure 1 Singapore, USA, Japan and China are Malaysia’s largest customers. USA has already gone into recession, followed by Singapore. China is seeing a slowdown in growth. It short, most of Malaysia’s main trading partners are going through a rough time, and will definitely impact exports and business.



Figure 1: Malaysia Exports by Destinations, January – November 2008
Source : (Ministry of International Trade and Industry Malaysia 2009)

Referring to Appendix 1, Malaysia’s monthly trade performance has started to dip since Sep 2008 and is not expected to recover in the near future. A drop in exports translates into a number of issues, including local business making losses due to lower exports and revenue, thus potentially leading some to default on loans, turning into Non Performing Loans (NPL) and finally go into bankruptcy. This will impact financial institutions due to a higher NPL ratio, and lower liquidity. Consequently, banks will be more stringent in disbursing loans, making credit availability tighter.

3.2. The Financial Sector: Over-leveraged?
Hendrickson (2008) mentions Dr. Zeti, the governor of BNM explains that in the current crisis, the impact on Asian countries is volatility in financial markets—in the stock market and the foreign exchange market as there is a deleveraging process by the international financial institutions going on and as a result, they are liquidating assets all over the world because of their increased demand for dollars.

Hendrickson (2008) further comments that Thailand which was the flashpoint for the ASEAN 1997 crisis, has improved NPL ratios, and are shielded against liquidity strain in the international market, with local deposits funding accounting for about 86% of total liabilities. In other countries like Indonesia, concerns begin to exist; where Dollar liquidity is under strain after the Rupiah fell to a 10 year low in late November 2008. This is just the beginning of the meltdown, and it would be expected that the strain will continue to grow.

Malaysia’s Official Reserve Assets as of January 2009, was RM317.2 billion, equivalent to USD91.5 billion (Bank Negara Malaysia 2008b). Compared to between RM56 - 59 billion in February 1998, six months before the capital controls were put in place (Abdelal & Alfaro 2003). Next the external debt; in the 1997-99 crisis, more than 50 percent of Korea’s and Thailand’s external debt had been short-term before the crisis began, only one quarter of Malaysia’s had been (Abdelal & Alfaro 2003). At end of 2007, Malaysia’s short term debts were still less then 30%, i.e. RM54.4 Billion out of a total external debt of RM187.4 billion (Economic Planning Unit Prime Minister's Department Malaysia 2008).


Figure 2: Malaysia Federal Government Finance, 1985-2008.
Source : Economic Planning Unit Prime Minister's Department Malaysia (2008)

However an important distinction this time round, (Figure 2) is Malaysia has an overall budget deficit estimated at RM21.6 Billion in 2008 verses during the 1997 crisis, Malaysia had a small budget surplus.

Country analysis shows a mix of positive and negative events.

4. The Regulatory Environment
The regulatory environment will either help or worsen Malaysia’s capability to cope with the meltdown. A number of important regulatory requirements for financial institutions in Malaysia were induced by the recessions it had gone through previously. Malaysia is a member of the World Trade Organization (WTO) which has called for the liberalization of the financial sectors from 2003 (Shanmugam & Nair 2004).

Daquila (2007) summarizes that following the ASEAN crisis, BNM implemented various controls aimed at strengthening prudential regulation and supervision, including greater transparency in monetary operations, increased requirements for capital adequacy ratios, and re-classification of NPL from six to three months.

Another important regulation enforced in 1994 for foreign banks in Malaysia, is the revoked authorization of foreign banks to operate in Malaysia unless they are locally incorporated (United States Trade Representative 2006). An interesting positive impact of this regulation is now evident; with major losses reported by parent foreign banks yet the locally incorporated banks did not suffer. Citibank Berhad (the locally incorporated Citibank) issued circulars to its customers stating that the bank is locally incorporated and regulated by BNM and as such is subject to all prudential and other requirements applicable to commercial banks in Malaysia (Nanavati 2008).

After understanding the causes of the economic meltdown propagated by USA in 2.1, it is clear that the rules and regulation set in the USA were too loose and was not well regulated. The discussion above highlights the regulations that have been placed by BNM which would potentially prevent or at least minimize similar issues or faults in the local institutions.


5. Scenario Analysis (Anticipating Change)
A short-medium term scenario analysis is conducted based on two focal questions that have the ability to impact the outlook of Financial Institutions in Malaysia. The focal questions are relevant to both the external implications especially happenings in ASEAN and in Malaysia in particular. :
• Will the Malaysian government, BNM and local institutions be able to govern effectively, spur the local economy and financial sector with appropriate but wise fiscal and lending policies?
• Will the economic meltdown continue to worsen or head towards improvements? Also how this will impact the ASEAN nations in specific. The domino effect during the 1997 crisis points towards significant dependence on these neighbouring countries.

Baig & Goldfajn (1998) conclude that their correlations on the Asian crises suggest during a period of financial market instability, shocks originating from one market readily get transmitted to other markets, thus becoming a source of substantial instability.

Three different paths for the Malaysian financial institutions are depicted in Figure 3, represented by progress through the defined focal questions.


Figure 3: Malaysia Financial and the Scenarios 2015

5.1. The Average Case
(a) 2009-2012: In a continued downturn of world economies and further bailouts of financial institutions in USA and Europe, the region’s economy is shaky. Lessons learnt and steps taken from the 1997 crisis prove to be useful in minimizing the impact to Malaysian banks to a certain extent. BNM policies and close collaboration with banks keeps the financial sector alive. Continued government spending helps avoid an economic halt.
(b) 2013-2015: Major economies remain stagnant but do not collapse. Weaker ASEAN countries with low reserves and export dependent begin to go further into recession. Trade between world economies and ASEAN countries continue to decline. Prudent spending by the Malaysian government helps keep the economy moving while maintaining acceptable levels of reserve. Smaller banks are forced to file for bankruptcy due to low financial reserves and further deleveraging. A number of banks merge to increase capital and the government takes over NPLs to avoid a further collapse of the institution. BNM maintains it policy of low interest rates. The economy survives but at a slow rate.
5.2. The Worst Case
(a) 2009-2012: The government’s efforts to inject capital and increase fiscal spending help sustain the economy. However this is not enough to spur growth and counter the world wide economic recessions. ASEAN economies start to tumble leading to higher default on loans, forcing banks to declare losses. The government continues to try to maintain the economy by lowering interest rates and increase spending. BNM policies to reduce interest rates and encourage borrowing ends up awry with more NPL loans.
(b) 2013-2015: The world economy and financial sectors continue to collapse, specifically USA, China and India. ASEAN countries are badly hit. Trading within ASEAN and world economies reach an all time low. The government has used up most of its foreign reserves to spur the local economy. Debt has grown, further made worse by a continued trade deficit. Middle term loans mature and put more pressure on the public and private sector, forcing the Malaysian economy to collapse and many banks declare bankruptcy.
5.3. The Best Case
(a) 2009-2012: The government’s fiscal policy to stimulate the economy succeeds. BNM lowering the interest rates spurs spending and borrowing, keeping the momentum going. Banks have enough liquidity and manage to give out loans, with a maintained low ratio of NPL. Public and private institutions having not over-leveraged on short term loans manage to maintain liquidity and a healthy cash flow. In the ASEAN region, even with the continued recession world-wide, intra ASEAN trade is healthy. ASEAN governments, banks and financial institutions have in-place good governance, transparency, and strong financial reserves to weather the turmoil.
(b) 2013-2015: A stable region enhances customer confidence and spending while investments grow. The world economies and financial institutions start to show positive growth with new improved regulations and practices. Trade with non-ASEAN countries specifically USA and China reach new highs.

Based on the research and analysis, the average case is most likely to happen due to governments around the world specifically China, USA, EU and Malaysia have started to implement stimulus packages and bank deposit guarantees avoiding a great depression. Malaysia should be able to sustain itself with the current foreign reserves until the world’s economy starts to pickup.

The best case scenario is deemed unlikely due to even though having prudential measures in place, the Malaysian economy is highly dependent on exports, and the meltdown will impact exports, subsequently the economy and business, which will then cascade to the financial sector. Furthermore the impact of the current meltdown is significant, making it unlikely for all economies to recover by 2013.

The worst case scenario is also not highly plausible as the short term debt is manageable and the foreign reserves are significantly higher then the debt. BNM also has a proven track record to steer the financial institution to survive and succeed in a recession. At least some of the major economies should be able to recover by 2013, helping improve exports and raise the economy to sustainable levels.

6. Strategy - Foreign Banks Strategizing in Malaysia
Considerations are made to identify strategies to assist in global expansion, mainly to lower costs of value creation, differentiate the firm’s product or service offering and / or penetrate new markets. Four main strategies can be considered, being International, Global, Transnational and Multi-Domestic.

It is making best of these strategies that for example enabled Citibank to make significant profits in Malaysia even though losing money in USA. However in the same notion of global expansion some Malaysian banks, namely Maybank made losses while trying to expand into Indonesia due to inadequate research on the regulations there.

Generally most banks expanding globally are transnational (Lovelock 1999), but then due to Malaysian law requiring banks to be locally incorporated, banks would need to consider the multi-domestic strategy. In similar considerations, Ennew & White (2006) argue that it is difficult for financial service providers to be truly global because regulatory regimes vary across countries and limit the extent of true standardization. Perhaps HSBC’s motto itself provides an explanation to their strategy, i.e. ‘The World’s Local Bank’. Simply put, foreign banks operating in Malaysia try to maintain their global brand name and network benefits, but localize the company setup and tailor the services to the given market.

Gunasegaram (2008) points out foreign banks that strongly resisted the local incorporation regulation by Bank Negara, are now benefiting during the current meltdown as they must maintain capital funds here thus avoiding capital flight from local investors as well as enjoying Bank Negara’s blanket guarantee of deposits on all banks operating in Malaysia.

In short, the ‘forced’ regulation by Bank Negara, has helped foreign banks to strategize optimally in the Malaysian market, benefiting from existing experience and brand name, yet being insulated from its parent company to a certain extent, as well as not having to fear local customers’ reaction to its parent company’s predicament.


7. Innovation - Islamic Banking
An incremental innovation for the conventional banking sector would be to take a deep look into the principals of Islamic banking. Currently both have distinct different rules, regulations and ethics. It could be said that Islamic banking provides financial services while maintaining compliance with Sharia, the Islamic legal code and maintains lower risks therefore presumably lower returns.

Per Figure 4, Islamic banking is already growing in Malaysia on two bases, one is conventional banks offering an Islamic banking window e.g. HSBC Amanah, and the other is full fledged Islamic banks for example Bank Islam Malaysia Bhd.

Figure 4: Islamic Banking as % of total Banking Assets by Country
Source : Benaissa, Jopart & Tanrikulu (2007)

Presumably Islamic Banking emerged due to the ‘demand-pull’, spurring entrepreneurship to tap this segment while providing a social obligation to the growing desire of many Muslim to conform to Sharia in their day-to-day activities.

In a fresh perspective, maybe it is time to innovate. Conventional banking can innovatively study the benefits and basics of Islamic banking which can be a check and balance to avoid banks from over leveraging and taking high risks as witnessed in the current meltdown. One important point for innovation in conventional banks would be to consider a key requirement in Islamic banking for the creation of a large number of products is that financial instruments must be founded on a physical transaction, such as the underlying sale and purchase of a commodity (Benaissa, Jopart & Tanrikulu 2007). Some might argue this is the basis of any prudent financial management, but due to lack of specific regulations calling this out in conventional banking; banks tend to be over exposed in expectations of higher returns. It has been discussed that this was one of the factors of the meltdown.

Customers who prefer conventional banking but expect a new set of assurance can be targeted, likened to Hamel’s ‘concept innovation’ where companies create different business models compared to previous practices (Hamel 2002). It is interesting to note that even though many international banks including Citibank have started Islamic banking operations, the notion is still new in many countries including its parent country, USA.

Recently a tiny Michigan Bank is getting attention in the industry by turning profit on loans without even charging interest, its specialty being financial products that comply with Islamic law. That means no collecting interest, no short selling and no contracts that are considered exceedingly risky. Mentioned also is that it rules out some of the activity that got Western finance in trouble – subprime mortgages, credit default swaps and the like. It further goes to clarify though, that there is no guarantee that banks will find immunity in Islamic finance from a severe global downturn quoting Afaq Khan the head of Saadiq, the Islamic banking arm of Standard Chartered Bank “I am not doing banking on Mars” (Karoub & Abbot 2009)

In short, there is clearly room for innovating in the conventional banking sector, as well as growing the existing Islamic finance to cater to a larger market.


8. Conclusion
It is clear that the economical and financial challenges will keep on growing as globalization continues. Interdependence and integration will be the norm of the day, and it will depend on how well Malaysia prepares itself with strong fundamentals and diversification to avoid catching a flu when the world sneezes. Robert Shiller, a leading finance professor at Yale University, proposed for a super cross-country macro-hedge, suggesting that government and its agencies should diversify GDP growth, state welfare and state pension internationally (Poon 1999). This would reduce regional dependence and diversify funds. While there exists opportunities for innovation, prudent regulations are necessary to guarantee a healthy structure of financial institutions. Finally it is expected that Malaysia and its financial sector will suffer from the meltdown due to its interdependence on world and ASEAN economies, however to a lesser effect considering the strong fundamentals and prudent financial practices.

9. APPENDIX
9.1. Appendix 1: Malaysia Monthly Trade Performance 2007-November 2008.

Source : Ministry of International Trade and Industry Malaysia (2009)

10. REFERENCE
Abdelal, R & Alfaro, L 2003, 'Capital and Control: Lessons from Malaysia', Challenge, vol. 46, no. 4, pp. 36-53.
Baig, T & Goldfajn, I 1998, 'Financial Market Contagion in the Asian Crisis', International Monetary Fund Working Paper, vol. 98, no. 155.
Bank Negara Malaysia 2008a, The Financial Sector Masterplan, Bank Negara Malaysia, Publication Sales Center, BNM.
---- 2008b, International Reserves and Foreign Currency Liquidity, BNM, viewed 19 Jan 2009, .
Benaissa, N-E, Jopart, X & Tanrikulu, O 2007, 'Rethinking regulation for Islamic banking', The McKinsey Quarterly: The Online Journal of McKinsey & Co.
Crane, DB, Bodie, Z, Froot, KA, Mason, SP, Perold, AF & Merton, RC 1995, The Global Financial System, Harvard Business Press.
Daquila, TC 2007, The Transformation of Southeast Asian Economies, Nova Publishers.
Dr. Zeti, AA 12 November 2007, 'Governor's speech at the Sir Purshotamdas Thakurdas Memorial Lecture - "Managing Financial Liberalisation and its Challenges: Implications for Emerging Economies"', paper presented to Sir Purshotamdas Thakurdas Memorial Lecture, Mumbai, India, 12 November 2007.
Economic Planning Unit Prime Minister's Department Malaysia 2008, The Malaysian Economy in Figures - 2008, EPU, viewed 15 January 2009, .
Ennew, C & Waite, N 2006, Financial Services Marketing: An International Guide to Principles and Practice, Butterworth-Heinemann.
Gunasegaram, P 2008, 'When local banks are safer', The Star, 20 December 2008.
Hamel, G 2002, Leading the Revolution, Harvard Business Press.
Hendrickson, D 2008, 'Revamping regulators', Asian Banker Journal, no. 84.
Johnson, S 2009, 'Confidence, Tricked', MIT Sloan Management Review, vol. Winter Issue 2009, viewed 20 January 2009, .
Karoub, J & Abbot, S 2009, 'Finance the Islamic way at Michigan Bank', The Joplin Globe, 13 January 2009.
Lovelock, CH 1999, 'Developing marketing strategies for transnational service operations', Journal of Services Marketing, vol. 13, no. 4/5, pp. 278-95.
Meyer, LH 1999, 'Lessons from the Asian Crisis: A Central Banker's Perspective', paper presented to Ninth Annual Hyman P. Minsky Conference on Financial Structure, Instability, and the World Economy, April 1999.
Ministry of International Trade and Industry Malaysia 2009, 2008 Trade Statistics, MITI, viewed 22 January 2009, .
Nanavati, S 2008, viewed 22 January 2009, .
Nayyar, D 2006, 'Globalisation, history and development: a tale of two centuries', Cambridge Journal of Economics, vol. 30, pp. 137-59.
Poon, S-H 1999, 'Malaysia and Asian Financial Crisis; A View from the Finance Perspective', African Finance Journal, Special Issue.
Shanmugam, B & Nair, M 2004, 'Mergers and Acquisitions of Banks in Malaysia', Managerial Finance, vol. 30, no. 4, pp. 1-18.
United States Trade Representative 2006, Malaysia Trade Summary, USTR, 2009, .

Tuesday, March 10, 2009

A Hole in Tesco T-Shirt leads to a Big Day

3 comments
Updated - Received a reply from Tesco on 7th April after my follow up. I've copied their reply and posted it in the comments below. Anyway, my recent visit to Tesco on 10th May 2009 showed that the issues are still outstanding, i.e. same missing price tags and salesperson telling us to take a similar priced item to the check-out counter. I have replied to Tesco's email on the same day (1o May). Let's see what they reply.

To date - 2nd April, it is now nearly 1 month and I have yet to receive a reply. Today, I have sent another f/back based on their online form.

My Feedback to Tesco thru their website. I have removed the individuals' name in this blog, which I had mentioned in the actual feedback form to Tesco. :


Dear Sir/ Madam,
I can either write this feedback in a rude and proud manner as how my wife and I were treated at one of your outlets, or be diplomatic and civilized. And I'm choosing to be the latter.
Today 9th March 2009, around 10.50pm, I went to Tesco Jelutong, Penang to complain about a T-Shirt my wife bought. We bought it on 27Feb2009, and agree that it is past 7 days as your personnel, a Mr Ixxxx Axxxxx (ID 7xxxx) explained to us rather impolitely. I explained to him clearly that yes, the return policy states 7 days, however I am not returning this product neither because we don't like it nor it does not fit. The issue is that a DEFECT product was sold to us by Tesco. It was not a 'clearance' item, nor an item indicated 'reject' anywhere on it. The fact was that there was a hole in the T-Shirt. On that day alone we bought up to 7 T-Shirts from Tesco. And how are we to assume that the T-Shirt would have defects and check each and every or can say we trusted Tesco. Mr Ixxxx further goes and tells us that at least Tesco practices a 7 day return policy where other Hypermarket practices around 4 days return policy only. I replied, "Sorry Mr Ixxxx, Giant also practices a 7 day return policy for non-perishable, and 2 days return for perishable good". It is surprising that your staff has got his facts mixed up. By the way I didn't come there to debate about Tesco and Giant with him.

I request to speak to the Supervisor, and after waiting around 10 minutes, a Madam Lxx comes over. We have the same discussion over, and I explain to her that I was sold a DEFECT product. And she adds that the T-Shirt does not have the tag in-tact. I clearly explain to her, that one the time and date of purchase, the Price Tag was ALREADY missing. After asking a salesperson there on 27Feb 2009, she says take along a similar T-Shirt from the same rack, pointing the T-Shirt to us, and telling us to tell the cashier to scan best on this REFERRAL T-Shirt which was of to be of similar price RM7.90. Madam Lxx goes and talk to her team for a while and comes back again to me and tells me, "But there is no price tag". Either Madam Lxx is a very forgetful person or thinks I'm lying and trying to exchange a non Tesco T-Shirt with Tesco. And it is the least to say that this sounded very rude to me. I again explain to her the same thing, not to forget politely. This time telling her, that if she doesn't believe us, then lets go to the clothes section and see how many T-Shirts can we find without a price tag. I tell there that I am very sure that in less then ten minutes I'll find her some.



Tesco T-Shirt with the hole. Not clear as we only had our camera phone with us

After wasting another approximately 20minutes of our time discussion internally with her team, she says we can go and take an exact T-Shirt to replace, and walks of rudely. Before I get a chance to tell her. Would anyone logically thing I would take a T-Shirt without a price tag IF there was a same exact T-Shirt which had the price tag? Excuse me.

Anyway we both walk to the clothes section and in LESS THEN TWO MINUTES we find SIX T-Shirts without a price tag. Well, now anyone still wondering WHY we bought a T-Shirt without a price tag. We show these T-Shirts to another salesperson nearby, as I mentioned, Madam Lxx had already 'disappeared. So the salesperson say ok, then please take another T-Shirt of similar price. I said, NO, The Tesco Supervisor on Duty, Madam Lxx, strictly told us to take an exact replacement. And now Madam Lxx re-appears. I show the the 6 T-Shirts without price, and tell her, so here's some proof that Tesco is selling stuff without price tags, so PLEASE do not ACCUSE us of not having the price tag once we have explained the reason why. And now we tell Madam Lxx, so how, since there's no exact matching replacement. And yes, we explain to her in simple logic, why would we in the first place take a T-Shirt without a price tag if there was an exact same one available with a price tag?

And at last Madam Lxx agrees to take any other, with no apology. Ms Rxxx (not sure of exact name) was very patient and professional, and a Thank You to her.

Actually we understand it is your policy regarding the 7 days policy and that your personnel are following the policy which they should and we appreciate it. However, the same process above could have been done politely and professionally, and avoided us from writing this feedback and blogging about our experience at 12.30 midnite.

In summary
The rudeness and proud-ness of both Mr Ixxx and Madam Lxx, has painted a very negative impression on us for Tesco, especially my wife who prefers to shop in Tesco. Believe it or not, we were in Giant the day before and she says, she'd rather go to Tesco to shop the next day, and use the RHB Tesco Card instead of the the Giant Citibank. Well after this lousy experience and a waste of our time waiting for the Tesco personnel to figure out what to do, we didn't have any time left to shop in Tesco. And nor do I think we'll be visiting Tesco anytime soon.

In fact we were planning to blog how Tesco price is cheaper compared to the other hypermarkets, eg selling Nescafe 3-in-1 significantly cheaper then Giant based on our latest comparison and many more.

In fact it is saddening for us to go thru such an un-delightful experience in Tesco, after having blogged positively about Tesco's Green Enviromental Friendly Policy at http://fyi-penang.blogspot.com/2008/03/tesco-bag-for-life-guranteed-for-life.html
and also a detailed and rather positive review of Tesco-RHB's newly launched Credit Card at http://fyi-penang.blogspot.com/2009/02/giant-citibank-compared-to-tesco-rhb.html
Also, if Tesco strictly wants to practice not price tag policy, please also strictly ensure
i. All your goods on sale are tagged.
ii. If a customer discovers an item no tagged, instead of asking the customer to take a similar item for the cashier to scan, your personnel should immediately attach the correct price tag to the item. We have also experienced before when asking for an items price which was not tagged, after 15minutes of searching high and low, the personnel comes back to us and say sorry, not sure what's the price.
iii. Please put up sign-boards informing customers NOT TO PURCHASE any Tesco items that are not tagged or be ready to be accused in case of return of goods, and for the cashier not to accept similar items to scan.

As a loyal and frequent customer of Tesco, who has come 'close' to Tesco, this feedback is not meant to be personal or towards any individual. Rather it is the frustration of how we were treated. In fact some time back, when in one of the McDonald branches in Penang we 'discovered' a dead bug in our fries, we just complained to McDonalds Malaysia, and later decided not to blog it because the branch called us an apologized to us and provided a corrective action.

ps- Don't forget to take your digital camera with you when you have a complain, it'll come in useful.
 

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