The Magazine of the British Malaysian Chamber of Commerce
May-June 2012 Issue 83 PP 11826/06/2012 (030061)
Boosting Trade Ties At Top Level The Changing Face of
CharityChit RugbyRbDi Dinner Retail Returns For 8th Time Technology, Trends, Training, Brands: The Power To Transform The Retail Landscape
PremierP i LunchL h SpeakerS k Draws Record Crowd
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May-June 2012 First Lines BMCC Board of Directors: Patrons: YBhg Tun Musa Hitam HE Simon Featherstone, British High Commissioner s everyone will surely be aware, Chairman: Malaysia was honoured recently Dato’ Larry Gan, Catcha Media Bhd with a visit by British Prime Deputy Chairman: A Minister David Cameron. Here Andrew Sill, The Royal Bank of Scotland Bhd to promote Great Britain and UK Directors: trade, it was the fi rst time in nearly 20 years Soo Kim Wai, Amcorp Properties Bhd that a UK Premier has visited the country. Bob Olivier, Aspac Executive Search Sdn Bhd The trip was a whirlwind of high level meetings Mark Burgess, BAE Systems plc Datuk Peter Wentworth, OBE, CEO Solutions Sdn Bhd for the Prime Minister and his accompanying David Ng, DHL Express Malaysia & Brunei delegation of business leaders, meetings Dato’ Justin Leong, Genting Bhd which resulted in a number of important Datuk Seri Michael Yam, Impetus Partnership Sdn Bhd contracts being signed. Amanda Powell, KL Kudos Design Sdn Bhd Bill Addington, TechSol Sdn Bhd One of the most striking outcomes was the Michael McIver, Plus Three Consultants Sdn Bhd agreement between our two Prime Ministers to Osman Morad, Standard Chartered Bank Malaysia Bhd double bilateral trade in the next four years. BMCC will of course be doing whatever Andrew Diamond, Yakimbi Sdn Bhd we can in helping to achieve that ambitious goal, working alongside the team at UK Ex OÀ cio: Trade & Investment and across the business community. Gavin Anderson, British Council This issue focuses on the Retail Sector and how technology is having a dramatic Tony Collingridge, OBE, UK Trade & Investment impact on the way retailers reach their target market and equally how as customers Dr Zainal Abidin Majid, Advisor To The Board we buy. Turn to Page 13 to fi nd out more.
Molly Jagpal: Executive Director Our Premier Business Lunch with Tan Sri Dr Zeti Akhtar Aziz was a resounding Winnie Ng: Business Services Manager success and set yet another benchmark in our events portfolio with over 200 senior Nabisa Kassim: Manager - Commercial Activities business leaders in attendance. Rafy Anuar: Marketing & Events Assistant Henry Tay: Partnerships Assistant The next business event will be the Annual General Meeting in late June and I encourage all members to attend for this important occasion when your principal BMCC Magazine: representatives will have the chance to exercise their right to vote on the resolutions being proposed. This includes the election of Directors to the Board, for which notices Editor: Amanda Powell are being circulated. The offi cial proceedings will be followed by a keynote speech Editorial Committee: from our High Commissioner Simon Featherstone and Dinner. • George Aveling • Marcus Osborne • Molly Jagpal • Matt Smith • Bill Addington • Winnie Ng Ahead of that however is the much-anticipated Annual Charity Rugby Dinner. Back Production: KL Kudos Design Sdn Bhd for the eighth time, this year’s event features another great line-up of rugby legends Printing: Tinggi Press Sdn Bhd, Lot 6, Jalan Kuang Bulan, Taman and an outstanding menu. If you haven’t already booked, turn to Page 6 for details. Kepong, 52100 Kuala Lumpur. I look forward to seeing you all in the coming weeks.
Berita BMCC is published bi-monthly for distribution to BMCC members and other organisations in the British and Malaysian business community. The views expressed or implied herein are those of the authors or contributors and do not necessarily reÁ ect those of the Chamber.
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May-June 2012 In This Issue
Contents Changing Face Of Retail: The way retailers get their products and services into the market and May-June 2012 the way we shop is changing beyond all recognition thanks to the digital age. Plus new stores continue to launch. Read more in our Feature Section on Page 13. Cover Story Diary Dates ■ First Lines...... 3 May ■ Hot Happenings ...... 6 Mon 21st 6th Assessment Tomorrow Conference www.assessmenttomorrow.com ■ TradeTalk ...... 7 Sat 26th St Andrew’s Society of Selangor 2012 Concert featuring Whisky Kiss > Boosting British Trade - UK Trade Forum Hilton Kuala Lumpur > Premier Buiness Luncheon: Focus On See Page 34 Strong UK-Malaysia AfÀ nity > Breakfast BrieÀ ng: “Dirty Little Secrets” June Sat 2nd- Queen’s Diamond Jubilee Celebrations Tues 5th
Mon 4th- World Gas Conference 2012 Fri 8th Kuala Lumpur Convention Centre
Weds 6th 8th KL Charity Rugby Dinner Star Speaker Line-Up: Martin Corry/Peter FitzSimons/Paul Wallace 7.15pm onwards - Shangri-La Hotel KL See Page 6 for details
Tues 26th BMCC Annual General Meeting & Dinner Kuala Lumpur Convention Centre ■ Cover Story ...... 13 See Page 6 for details The Changing Face Of Retail Tues 26th- ASEAN M & E Show Thurs 28th Kuala Lumpur Convention Centre ■ Meet Our New Members ...... 23 Green Energy Asia Kuala Lumpur Convention Centre ■ Special Report ...... 26 July Tapping Into Talent Fri 27th London 2012 Olympics Opening Ceremony ■ News from Our Members ...... 27 September ■ Inside View ...... 32 Tues 18th- MOGSEC Private Island Retreat, Rebak Island Resort Thurs 20th Malaysia Oil & Gas Services Exhibition Kuala Lumpur Convention Centre October Weds 10th- IGEM 2012 Sat 13th Showcase for Renewable Energy, Energy EfÀ ciency, Green Transportation Kuala Lumpur Convention Centre
Sat 13th Diamond Jubilee Ball - Shangri-La Hotel Time to don the tiara and bow tie and dance the night away at the Annual British Ball themed to celebrate the Diamond ■ On The Social Scene ...... 34 Jubilee. See Page 6 for details
4 May-June 2012 May-June 2012 5 Hot Happenings
BMCC 8th KL CHARITY RUGBY DINNER Wednesday 6th June 2012 Shangri-La Kuala Lumpur 7.15pm onwards Star Speaker Line-Up!
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Tuesday 26th June 2012 Ball Venue & Event Sponsor: Kuala Lumpur Convention Centre 5pm onwards Saturday 13th October 2012 Keynote Speaker: Shangri-La Hotel Kuala Lumpur HE Simon Featherstone, CMG British High Commissioner & BMCC Patron 7.30pm Don’t miss out on this grand event set to Sign up for this key annual event in the be one of the highlights of the Diamond BMCC calendar for a review of the year and Jubilee year! First-class cuisine, top to hear more on the Chamber’s plans for entertainment and much more await... the future. Book now! Tickets RM350 per person Call the BMCC now to register your attendance: Tel: +603 2163 1784 [email protected] E: [email protected]
6 May-June 2012 Trade Talk Boosting British Trade
he visit by UK Prime Minister David Cameron to Malaysia in April was the À rst by a UK Prime Minister in Talmost two decades. The primary purpose of the visit was to promote British business and boost trade links as part of a wider visit to South East Asia.
Following meetings with his counterpart Datuk Seri Najib Tun Razak, the two agreed to double bilateral trade by 2016 to £8 billion. Joined by the Minister for Trade & Investment Lord Green (pictured far left), Mr Cameron led a delegation of over 30 business leaders ranging from the construction to À nancial services sector as well as a number of innovative SMEs on the visit.
During the Malaysia leg alone, deals worth over £220 million were announced, among them contracts worth £50.4 million for UK companies AECOM and Weston Williamson in connection with the £10.5 billion Klang Valley Mass Rapid Transit (KVMRT) system; the appointment of Benoy to work on the retail component of the KL Metropolis; the award of a licence to Travelex by Bank Negara Malaysia to conduct money services businesses in Malaysia; and the signing of an MOU for a major contract, estimated to be worth £60 million, between UK company LIFESAVER Systems and Malaysian À rm H20 to deliver a water treatment product that will supply fresh drinking water to the most remote villages in Malaysia by 2015.
Lord Green was also one of the keynote speakersspe at a major Trade Forum, organised by UK Trade & Investment as part of thethe visit, along with Dato Sri Mustapa binbin Mohamed, Malaysia’s Minister for InternationalInt Trade & Industry (pictured above).ab The Forum was attended by over 40040 senior business executives, including manym BMCC members.
Left:L The BMCC Executive OfÀ ce team werew honoured to meet the PM!
HE Simon Featherstone, British High Commissioner to Malaysia escorts UK Prime Minister David Cameron to one of the meetings.
May-June 2012 7 Trade Talk Focus On Strong AfÀ nity Between UK & Malaysia
ank Negara Governor Tan Sri Dr Zeti Akhtar Aziz “There are a number of changing forces told British Malaysian Chamber of Commerce that will continue to present challenges for B members and their guests how the recent visit to economies around the world. These include Malaysia by UK Prime Minsiter protracted weakness in global demand, David Cameron had reignited in particular in emerging economies. In the relationship between the addition, some economies will be affected two countries, saying, “It by international À nancial reforms and their will be the trigger for future (unintended) implications. growth in bilateral trade.” In the US, there is a slow recovery in process Tan Sri Dr Zeti was speaking but this will depend very much on the recovery at the recent Premier Business of the housing market. In Europe, there is of Luncheon with The Royal Bank course a pressing need to resolve the debt of Scotland as Diamond Event crisis and it is likely that the crisis will run Sponsor. Labuan IBFC, Amcorp its full course. Properties and Gleneagles KL added their support as In the UK, a number of pro-growth measures Platinum Event Sponsors. have been put in place and these appear to be having the right effect. Held at the Intercontinental Hotel in Kuala Lumpur, the So what about the effect on Asia? In Malaysia, Luncheon offered guests high we have made the transition from being a level networking with a strong global producer to a global consumer. There business focus. With over 215 has been a change in policy focus, incomes are top CEOs in attendance, the rising, we have seen quite marked changes in majority of the guests arrived early to take full demographics. advantage of the networking session held ahead We saw it as a risk to be reliant to such an of the Luncheon. extent on exports, especially with a strong With luncheon served, Tan Sri Zeti took to the stage currency. Domestic demand is now the driver and shared her insights on a wide range of subjects and we expect growth rates of between 4 to including the transformation of the financial 5 percent this year.” markets, liberalisation of the Malaysian À nancial Regionally, Malaysia is already highly connect- sector and the challenges and opportunities that ed within ASEAN and also with UK and Europe. lay ahead for Malaysia and ASEAN. That said, we welcome greater foreign participation in our À nancial system.”
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8 May-June 2012 Trade Talk
During the Q&A which was led by BMCC Chairman Dato’ Larry Gan and Andrew Sill, Deputy Chairman of BMCC and Country Executive of The Royal Bank of Scotland Berhad, Tan Sri Zeti highlighted how Malay- sia needs to leverage its strengths and ensure À scal sustainability while enhancing productivity and efÀ ciency. “We must recog- “David Cameron’s visit has nise our comparative advantage and increase had reignited the relationship FDI through mutually beneÀ cial relationships with foreign countries, in this case with between our two countries, British companies here in Malaysia. Such and will be the trigger for future relationships will pave the way to growth.” growth in bilateral trade.” FoFollowingllow the event, Andrew Sill said: ”Tan Sri ZZeti is an esteemed leader in the À nnancialan industry. We are delighted to hhaveave had the opportunity to benefit ffromrom her extensive knowledge and insinsightfuli views on the global À nancial llandscape.an We had a very engaging ddialogueia on current pertinent issues susuch as À nancial stability in global and AsAsean markets, the Islamic À nancial sysystem, the Eurozone crisis and the oongoing transformation of the À nan- ccial environment.”
Over 215 top business leaders arrived early to take full advantage of the networking session held ahead of the Luncheon.
May-June 2012 9 Trade Talk “Dirty Little Secrets”
n late March, a select group of BMCC members had the chance to hear more about the UK Bribery Act and other related I issues while enjoying a hearty breakfast at the historic Carcosa KuaKualala Lumpur.Lu
UK Barrister Barry Coulter was on a brief trip to Malaysia and hooked up for the event to present the intriguingly titled “Dirty Little Secrets - Data Protection and Corruption.” The audience had the opportunity to learn more about the intricacies and implications of the UK Bribery Act, the Whistle Blower Act and Personal Data Protection for the UK.
““Financial and data protection regulators (especially wwithin the EU) are using their ever greater powers.These iincluden the ability to order the shutdown of entire systems, iimprisonmentm of senior managers and imposing signiÀ cant À nes.n In the UK, the FSA has already imposed À nes in excess of £2 million for security ‘crimes’.
“It is crucial for busi- nesses to design and implement effective data protection. By putting in place ro- bust whistleblowing mechanisms, compan- ies can avoid costly and intrusive investigations by the regulators.”
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onderful June weather in late March brought the Global for the Society to provide a bursary for a Malaysian student to Warming-istas scuttering out of the woodwork, baying attend the Prince’s School for a year. Details will be published W for Wind Farms. In contrast, the silent and civilised soon by the energetic Zehan Albakri, who led the team involved. majority basked in the misty sunshine and cogitated on the huge Bobby Chen’s concert in March at the KL Equatorial was sensational beneÀ ts Britain might enjoy from Shale Gas once exploitation of and the fact that he was suffering from an unpublicised high fever this resource is permitted. at the time made his performance all the more astonishing. To Meanwhile, ‘Disgusted from Tunbridge Wells’ warned fellow Tories cap the event, he announced he will once again be arranging that their short-term expectations of the unfortunate David in December this year a visit to the UK in and a concert for 25 or Cameron will not be met - speciÀ cally as regards tax, Europe, size so young musicians from his Academy in Malaysia. of the State, the bloated Public Sector, energy, the environment, Kuala Lumpur: Islamism, crime, multi-culturalism, immigration, the economy Ms Roselyn Chuah Tel: +603 7728 2249 and foreign policy. Faced with all this, understanding Malaysian politics would seem to be child’s play. London: Dato’ Neville Green Tel: +44 207 930 9118 The excellent À nancial return from last year’s Royal Weaves event has had one highly satisfactory outcome. It has made it possible www.thebritishmalaysiansociety.org
10 May-June 2012 Trade Talk New Look BMCC OfÀ ce
he BMCC Executive OfÀ ce is now sporting a fresh new look thanks to the combined efforts and T contributions of three of our valued members. Classy ‘new’ executive furniture, donated by The Royal Bank of Scotland, has been delivered and installed by Asian Tigers Transpo, replacing the well-worn ‘heritage’ items.
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The world of retail as most of us know it is changing beyond all recognition. Yes ever swankier malls are launching on our shores with their branded boutiques and luxury goods. But the way in which we make decisions about what we buy, even down to basic groceries and household items is changing by the minute. The digital arena has become the market place of today, with retailers using every means possible to get their product or service in front of consumers. Multi-channel is taking off in a big way and mobile technology is The set to take the transformation to yet greater levels. Changing Turn the page to fi nd out where it’s all heading. Of Face Retail
May-JuneMay-June 2012 2012 1113 Cover Story The Changing Face Of Retail
“The key beneÀ t for retailers of being multi-channel is that it gives opportunities to get their product in front of customers whom they wouldn’t be able to reach with a single channel - a much bigger shop window.”
hat is happening in retail now is a Retail today is best described as ‘continuous channel landscape are creating new growth complete transformation in how dialogue’ that begins long before the purchase opportunities for retailers. W consumers shop and retailers trade. is made and ends long after the transaction is In some regards, consumers and retailers have concluded. Successful retailers are those who When IVIS Group, a multi-channel specialist, swapped roles as customers in today’s new are present when the shopper is doing his or opened its ofÀ ce in Kuala Lumpur in 2007, the world are driving marketing, what products her research on the web and also there when company’s strapline “Multi-channel Experts” are promoted and even to a certain extent the shopper is sharing the buying experience drew questions regarding the meaning of pricing. It is very clear that customers today on social networks. multi-channel. Five years on, while multi- are À rmly in charge. channel has not quite made it to the top of the Multi-channel retail can be deÀ ned from two list for discussion among Malaysian businesses, perspectives: the consumer and the retailer. the country has come a long way in embracing From the consumers’ perspective, a channel online shopping and begun the transition to is a touch-point to a brand driven either by multi-channel. convenience or lifestyle. Hence, a bricks and mortar store is a channel, so are the web, Qusai Sarraf, Chief Executive of IVIS Group, kiosks, catalogues and so on. says that “In order to take full advantage of growth opportunities retailers must prioritise A retailer sees a channel as a revenue stream investment into consistent, transparent, which comes in different formats, from con- customer-facing, front-end services as well as venience stores to hypermarkets, or routes to back-end processes. Failure to do so can result reach customers such as Search Engines, social in loss of sales and consequently damage the networking and afÀ liates marketing. brand.”
The key beneÀ t for retailers of being multi- Online marketing channels are the fastest channel is that it gives them more oppor- growing collaborative sales channels for retail tunities to get their product in front of cus- and even other sectors. “For many companies, tomers whom they wouldn’t have been able they are a key element of their multi-channel to reach with a single channel - a much bigger strategy,” explains Qusai. shop window. Retail, entertainment, financial services, The transition from traditional retail channels travel and telecoms businesses are increasingly towards multiple is an ongoing process. partnering with online sales channels, such as Fuelled by the rise of mobile and Internet- afÀ liate networks and shopping comparison based technologies, multi-channel commerce sites, to drive trafÀ c to their websites and is accelerating and continuous changes in the increase sales. “Using afÀ liates for online
14 May-June 2012 Cover Story
marketing purposes has an enormous impact on revenues and maximising brand visibility,” he adds. “Online marketing channels are the fastest Addressing the Challenges As retailers transition from a single to multi- growing collaborative sales channels for channel, they face three main challenges: retail and even other sectors. For many achieving customer centricity, business agility and organisation alignment. companies, they are a key element of their multi-channel strategy.” Customer Centricity: Putting the customer at the heart of all decisions and plans. All Qusai Sarraf, CEO, Ivis Group departments from Marketing, Commercial, Supply Chain, IT, Finance and Customer Service need to be focused on achieving the Platinum Customer Service. have focused on building a new breed of And the UK evolution continues. Cross-channel promotions management solutions. Sonetto - where multiple channels are mixed in the Business Agility: Having the right combination Pricing & Promotions Management (PPM) same shopping experience such as Click & of technology and processes to ensure that addresses the challenges facing retailers Collect where customers can order online retailers react quickly to market trends. today and enables them to catch up with the and collect from stores; and Omni Channel Given that ‘change is the only constant’ and customer-centric revolution.” - where customers can interact with brands ‘competitors are only a click away’, agility and retailers using many channels but they becomes essential for survival. Many retailers are not even aware how much all share the same rich customer experience margin they are giving away as products are and brand values. Organisation Alignment: Change within the subject to multiple promotions at the same business striving to be multi-channel; a ‘one- time. This is due to lack of visibility given Regional Trends brand, one-company, one-vision’ approach. systems constraints as retailers struggle to In Malaysia, digital marketing and e-commerce “This means thinking horizontally across all keep up with customers’ expectations and feature highly in the strategy behind the Econ- departments and not vertically in silos. When trends which in many cases are promotions- omic Transformation Programme, designed a customer makes contact with a retailer driven. as a stimulus to reinvigorate and transform - whether online, via a mobile application, the economy. catalogue, or in store - it’s important they are “Ivis Promotions Management solution address- treated in the same way; and that the high es the problem from both ends: retailers are According to Internet World Stats, as of Dec- level of service a customer receives face-to- able to manage their promotions with a lot ember 2011, there are 17,723,000 internet face is replicated via other channels.” more control and granularity to protect their users in Malaysia (representing 61.7 percent bottom-line and it also provides incentives of the population). The highest usage was Robust Platform and drive to attract more customers across recorded among people aged 20-24: almost six But as Qusai emphasises, success in multi- multiple channels to improve top-line,” says in ten (57 percent) regularly use the Internet, channel is only possible through the imple- Qusai. spending an average of 22.3 hours online per mentation of robust information systems to week. Malaysians spend one third of time manage the various processes involved and Using Sonetto® Retail Suite, IVIS Group has online on social networking websites. Á ow of information. successfully worked with a number of retail organisations in solving and managing a range of In short, the multi-channel revolution has “Managing promotions, for example, in a challenges including Promotions Management begun in Malaysia and, for businesses that single channel such as stores is relatively and Product Information Management. The are hoping to get more online followers, straightforward. But, achieving success across system works across all customer channels, the above À gures speak volumes in terms of multiple channels simultaneously such that using business rules to support cross-sell, opportunities. promotions are synchronised at the website up-sell and promotional merchandising. and the stores is more challenging.” Decisions can be based on simple relationships IVIS Group is a leading multi-channel in the information or more complex criteria Discerning customers today are demanding expert involved in transforming retailers such as inventory levels, purchase history or more than simple price discounts. They expect into highly competitive, modern multi- customer preference. targeted promotions in line with their lifestyle channel businesses. The Group provides spanning, if necessary, multiple categories International Trends a range of strategic consultancy using that might even be sourced from different In mature markets such as the UK, multi- the MCm² methodology (Multi-channel suppliers. From a retailer’s perspective, channel has come a long way. IVIS Group is Maturity Model), end-to-end cloud-based meeting these expectations is hindered by a strategic partner with Tesco.com and has multi-channel and e-commerce solutions getting systems to talk to each other and accompanied the UK leader in a journey from as well as Professional Services. reconciling data exchanges. On top of that inception to world leadership with revenue comes the added challenge of identifying the exceeding £2.5 billion. Customers can buy Founded in London in 1994, with ofÀ ces target segment of the promotions down to the just about anything, from grocery, fashion, in UK, Malaysia and China, IVIS Group individual VIP customers. electrical, À nancial services to dental and is a strategic partner of Tesco.com. The pet insurance. They can interact through a Carphone Warehouse, BestBuy Europe, “Retailers today are entrapped by various myriad of routes and have products delivered Parkson and Astro are also among IVIS legacies and systems limitations, from EPoS from the store, distribution centres or directly Group’s clients. (Electronic Points of Sale) to ERP core systems from suppliers. (Enterprise Resource Planning). At Ivis, we Email: [email protected] www.ivisgroup.com
May-June 2012 15 Cover Story Where Are All The Luxury British Brands? By Marcus Osborne, FusionBrand
espite, or because of tough global economic conditions, the retail sector in Malaysia appears D in rude health. Development of new malls continues at a phenomenal pace with at least 3,500,000 square foot of additional retail space becoming ready this year in the Klang Valley alone. This will bring the total amount of Klang Valley retail space up to about 55 million square feet.
What is particularly striking is the proliferation of international luxury brands in many of the newer malls. Familiar international names such as Giorgio Armani, Prada, TOD’s, Van Cleef and Arpels to name but a few, have all entered the local market in recent years, encouraged by the success of exclusive names such as Bulgari, Cartier, Hermes, Louis Vuitton, Rolex and other famous names already familiar to KL shoppers.
Unusually for a Malaysian mall, Pavilion has clustered its luxury section or ‘couture precinct’ into a high proÀ le, double storey street-facing façade fronting Jalan Bukit Bintang.
Globally, this clustering of stores is nothing new. For centuries, stores have organised themselves and beautiful designer swimwear into districts based on what they and lingerie as well as a made- to- sell - think Saville Row in London measure service. (tailors), Faubourg Saint-Honore in Paris (designer boutiques) and Deira 2 Burberry: Famous for the iconic in Dubai (jewellery). trenchcoat, this classic British company revels in its distinctly The cluster approach allows the rich British attitude. Founded in 1856, and famous to be dropped off in the company’s core values are front of a store, Á oat in and make luxury, quality and timeless style, a purchase that would make a small expressed in a modern way. African country drool and then pop out again, back into the safety of their limousine without Anya Hindmarch, Thomas Pink and 3 Mulberry: Luxury English fashion, having to rub shoulders with the hoi polloi. Mulberry plus Burberry and Aquascutum “inspired by the cool of the city which made the move a few years and the craft of the countryside”, Just across the road, Starhill Gallery has battled gamely ago. However, considering the long is Mulberry’s speciality. to become a luxury mall with an eclectic mix of exclusive association between Malaysia and the 4 Barbour: Boasting three Royal boutiques and lifestyle outlets. Meanwhile, The Gardens UK, Britain’s experience in this area warrants, Barbour is that rare at Mid-Valley, after a slow start has attracted a sprinkling and the importance of the luxury entity, a family-owned, women-run of luxury brands. segment, there seems to be a lack of company. Since 1894, when it was And of course there is KLCC Suria, almost a veteran British Brands. established to provide waterproof amongst high end malls in the capital yet one that oilskin jackets to sailors and dock- According to www.thetenbest.co.uk the continuously evolves, which has attracted a number of yard workers in South Shields, ten best British brands are: luxury brands, especially to its new retail extension. this quintessentially British brand 1 Rigby & Peller: A family-run lingerie has created durable country-style Despite their different approaches, one thing all these and corsetry À rm awarded a Royal clothes with impeccable attention malls have in common is a distinct lack of luxury Warrant in 1960. It has a sterling to detail. Its wax jackets are known British Brands. Sure there are some - most recently reputation for expert bra À ttings to last a lifetime.
16 May-June 2012 Cover Story
import duties on 300 products is because of the massive changes luxury items - part - social, cultural, economic and political - of the Government’s that have been affected by the traditional plans to do what it can attitudes to who you are and where you are to encourage tourists in the societal food chain. to spend RM60 billion annually by 2020, just Free of rigid social hierarchies, mass on shopping. migration and the development of urban areas, more people are making money and These measures are making it faster. The way to differentiate timely because accor- oneself is by purchasing a luxury product ding to the MasterCard that shouts, “I’ve got money, respect me.” Worldwide Insight report, the value of the So if these luxury brands are a modern set of symbols that Asian consumers are using to redeÀ ne their identity and social position, then expect them to continue to shop! 5 Aspinal of London: Despite being a mere As traditional European and US markets 10 years old, This aggressive British brand stumble through the economic quagmire, is dedicated to producing impeccably the time is ripe for luxury British brands high quality and beautifully designed to establish themselves in Malaysia and handmade leather products that draw much from traditional craftsmanship. 6 Asprey: Asprey has employed the best craftsmen to design and use the best materials to produce exceptional jewellery, leather goods, silverware, homewares and timepieces since 1871. 7 Smythson: Frank Smythson opened his À rst shop in 1887, selling exquisite stationery and leather goods. Despite the onset of the digital age, the shop’s collection of beautiful diaries, handbags, market for luxury products and purses, wallets and stationery continue to services in the Asia PaciÀ c region be in demand. will be US$258.7 billion in 2016, 8 Aquascutum: Wonderfully understated up from US$83.3 billion in 2007. British elegance at its best. Famous The largest number of tourist for inventing waterproof cloth and the arrivals to Malaysia are from the raincoat, the company makes clothes that Asia PaciÀ c with India and the Middle East not far combine À ne craftsmanship with luxurious use it as a gateway to developing markets. behind. And the burgeoning middle classes from tailoring. Before European brands such as Canali, these countries are notoriously brand conscious Ermenegildo Zegna, Jean-Paul Gaultier 9 Dunhill: Alfred Dunhill’s legacy continues and like to shop. and Versace corner the market and make it to cater for the discerning man who too difÀ cult for British Brands to establish wants to wear elegant clothing and À ne Radha Chadha, author of “The cult of the luxury themselves. fragrances, matched with luxury kit such brand”, says that the Asian interest in luxury as pens, lighters and timepieces. 10 Loake: Family-owned since it was established in 1880 and with a Royal warrant from the Queen, this quint- essentially English boot maker employs About FusionBrand traditional craftsmanship to produce À ne, Marcus Osborne is a co-founder of FusionBrand handmade footwear for men. Sdn Bhd, Asia’s only customer-driven brand Of these distinctly British retail brands, only consultancy focused on customer-driven not Burberry, Mulberry, Aquascutum and Dunhill corporate-driven strategies to build brands. appear to be in Malaysia, despite the fact that at the beginning of this year, the Malaysian Email: [email protected] government announced the abolition of
May-June 2012 17 Cover Story
magine having instant and total control of your money. To spend, save, invest I and pay whenever you need to just by tapping your À nger or saying the word.
Today, by and large, you still have to come to your À nancial service provider, be it online, on a mobile phone or in the branch. But mobile device sophistication, network speed and innovation are converging to place banking straight into your hands.
Contactless payments via smartphone will become ubiquitous, meaning you won’t have to carry cash in your wallet. Virtual agents, enabled through ArtiÀ cial Intelligence, will be able to fulÀ ll your every banking need around the clock. Mobile technology will allow you do more and more banking on the go using features such as speech recognition.
For consumers these developments are good news as they will have greater control of their money than ever before. For banks, however, they represent one of the biggest and most fundamental shifts in the rules of engagement that we have seen in a lifetime. In the future the basis of competition for banks will not be products or channels, but how well they understand the needs of their customers. It will be about how much value they can add to people’s lives.
We live differently now. Together, technology and customer demand are driving a complete transformation of how banking is done. There is a growing global tribe of consumers who want anytime anywhere access to services and banking is no exception. These consumers are looking for personalised experiences and they want to be treated as individuals, not aggregated together. Why Banking Is The implication of this is that banks cannot continue as before and expect business to stay the same. To put it bluntly, the industry has to start thinking less like banks and more like Apple, Google or Facebook. Banks have Changing For to become not only innovators, but also proactive in coming up with solutions that meet customers’ needs, predicting those needs before customers know they have them. This means banks have to transform from Good utilities into service organisations that offer a great lifestyle experience.
Design and usability is no longer a nice to have in financial services, but a core requirement. This doesn’t just apply to the The way we manage money is about to change digital channels - though these are set to beyond recognition. Banks who fail to embrace dominate banking in the next decade but to this are in for a rough ride, predicts Steve the entire distribution chain. Branches, too, must offer an experience similar to those on Bertamini, CEO of Consumer Banking at offer in the retail industry, not just function Standard Chartered. and efÀ ciency.
18 May-June 2012 Cover Story
“For banks, these developments represent one of the biggest and most fundamental shifts in the rules of engagement that we have seen in a lifetime.”
Plenty of new players are lining up to offer In the future, banks will have to become “The basis of competition for what banks will not or cannot provide. The serial innovators, move with the urgency of core of consumer banking - lending, wealth start-ups and look for ideas everywhere. The banks will not be products or management and protection - is still heavily task is not only to meet customers’ needs channels, but how well they regulated with strong barriers to entry for new but to capture their imagination. A challenge competitors. However, in areas such as cash but in an increasingly digitised world - not understand the needs of their transactions and the user interface, there is no one exclusively faced by banks. Other sectors customers, how much value denying that banks are confronted by increased have gone through similar transformations, competition. a very good example being the electronics they can add to people’s lives.” industry where companies such as Samsung Take Africa where telco companies such as have led the way. Airtel and Safaricom have bypassed the need Going forward, the industry has to pay more for bank accounts or Internet connections For banks, it means changing their approach attention to how banking À ts into different to provide mobile wallets for millions in the to innovation, recognising that the best ideas contexts what it lets people do. In many ways, space of just a few years. Airtel money for won’t necessarily come from the top or even we have only just scratched the surface of how example - for which Standard Chartered has from bankers. banking is going to change. held funds in trust since 2008 - is now used by over 20 million people to make or receive At Standard Chartered our mobile banking As the boundaries of consumer banking payments in real time. platform Breeze was developed bottom-up become increasingly blurred, banks will need by a small staff team of mobile and social to forge new partnerships to meet customer Banks now face a choice: Continue as they are media enthusiasts - not by senior executives demand. Banks need to study not so much and see new competitors infringe upon their or people with a long experience in banking. each other, but other industries more adept core business or innovate and become market at engaging and inspiring consumers. They It also means changing the approach to disruptive, expanding those same boundaries will need to be prepared to form strategic the customer, offering À nancial services in to take banking into new territory. There is alliances outside of the traditional conÀ nes of ways that matter to people’s lives. When real scope in the next few years for banking banking to reach people in the spaces where we developed Wishlist, a savings feature for to evolve beyond the basics of savings and life is now led. lending to a much broader set of services. One Breeze, we integrated it with Facebook and obvious example is unlocking data in order to bulk discount aggregators to let people share The changes now underway in technology and offer customers personalised, value-added their saving goals with friends and get great consumer demand represent not so much a services alerting them to nearby deals or new deals on what they are saving for, be it a new threat but a great opportunity for banks to and better ways to grow their wealth. pair of shoes or a holiday. You don’t even have move to an unprecedented level of closeness to be a customer of the bank to beneÀ t. with the customer. If we embrace it now, A transformation on this scale is of course not more than ever, we have the chance to make Some of our most recent innovations let us going to be easy. Banks are large, complex banking a true enabler in people’s lives, engage broadly with consumers in ways that organisations not traditionally focused on helping to change the industry for good. innovation or speed-to-market. Today, many aren’t just about banking. Breeze Living, for face issues getting the right technology for example, is an augmented reality Smartphone Steve Bertamini is Group Executive their customers. It is a long leap from there application that lets people capture and share Director and CEO Consumer Banking, to the brave new world of banking. merchant discounts on the move. Standard Chartered Bank.
May-June 2012 19 Cover Story Cutting Costs
The data manager is the brain of the entire system. ”To control the system, we need to Where It Counts measure. Without data, you cannot control the refrigeration system,” says Rajpall. “The remote diagnostic capability of the RDM case WC Berhad is a leading provider of Lumpur, he says RDM Asia hopes to expand to controllers is a key beneÀ t, where data is engineering services and integrated other parts of the region. integrated and centrally processed to enable Afacilities management solutions in integrated control of the cooling system.” Malaysia. Firmly on the expansion trail, Rajpall Singh, Manager of RDM Asia says in the the company has a keen eye for potential retail sector, particularly supermarkets, the Real time data from the hardware (such opportunities. There is a strong focus on two main elements that consume the highest as the probes, humidistat and meters) is processes and harnessing new technologies levels of energy are refrigeration, and heating, streamed to the data centre in Glasgow to be that offer the ability to deliver efÀ ciency and ventilation and air-conditioning (HVAC). processed there. The centre will also carry out a comparison between the real data and the cost-savings to building owners, particularly “Surveys carried out on our past projects have predicted data, and look at the deviation and in helping to reduce energy consumption. shown that refrigeration and HVAC sectors of a start asking questions. The entire operation typical full-sized supermarket or hypermarket In 2011, the Group identified one such can be checked, monitored and controlled account for about 70 percent of its overall opportunity and entered into a collaboration online, even from a remote location. agreement with award-winning green techno- energy usage. The brainchild behind the RDM system is logy company Resource Data Management By managing energy consumption for these two Raj Samuel who says that the entire cooling Ltd. areas, supermarket owners can save around system can be controlled remotely via the 12 to 25 percent of internet with bandwidth as low as 512 kbps. their energy cost. This saving has been Samuel À rst developed the system some 30 achieved by many of years ago, after graduating, with engineers our clients.” from Hussman Tempcool and Marks & Spencer. Their À rst project was the M&S supermarket In these instances, the in Glasgow, which yielded impressive energy refrigeration system savings. M&S subsequently embarked on a is managed by a data retroÀ t programme at its branches elsewhere, manager developed including Hong Kong. by RDM, as a modular front end system with If there is a problem in the cooling system, the an alarm and control data manager automatically sends out an SMS panel that connects and email to the contractor, or any number to À eld devices in the of persons explains Samuel. “This alarm store. allows the management to respond and get the system working again.” By analysing the Besides helping to data, the RDM system can predict equipment lower energy bills, failure four to À ve weeks before it happens, this kind of system helping to minimise breakdowns. The system has the capacity to store and archive data for up to À ve years. Based in Glasgow, Scotland, RDM specialises in the design and manufacture of electronic The portfolio of customers using RDM systems control systems. In the UK, it has captured reads like the Who’s Who of retailing. Blue 80 percent of the UK market, in particular Water Retail Park, JUSCO, all Tesco stores in the supermarket and retail sector. The in the USA, all Booths stores, Somefield, agreement with AWC covers the development, Sainsbury, all Marks & Spencer stores, all marketing and distribution of RDM’s products ASDA/Wal-Mart stores, Morrisons and many in Malaysia and Asia. others. In Malaysia, customers already include Giant, Mydin, Presto, Sogo and BIG in Solaris AWC group chief executive and managing Dutamas. director Azmir Merican says the market for RDM products in Malaysia and Asia, where In addition to reduced energy consumption, energy costs are soaring, is estimated at also saves on the need to call out a contractor stores with RDM systems installed beneÀ t RM100 million. In addition to supermarkets, each time there is a minor problem with the from a reduction in stock losses and improved other potential customers include logist-ics refrigeration. “With the data easily accessible hygiene and food safety, both key factors in À rms, hospitals, food & beverage manufact- via the data manager, the troubleshooting can maintaining smooth operations and brand urers, pharmacies, and medical equipment be done remotely,” says Rajpall. reputation. manufacturers. Now operating from Kuala www.rdmasia.com.my
20 May-June 2012 Cover Story Debenhams: “It’s a win-win situation. Being located alongside leading international brands Brand-Building within Starhill plus the integrated link to the JW Marriott and other À ve-star hotels in the area augurs well for us.” Andy Jackson
ith Malaysia having escaped the worst of the economic downturn W that has severely impacted the retail sector in Europe and the US, it comes as little surprise to learn that British department store Debenhams is doubling its KL city centre store with a move that is set to raise the proÀ le of the iconic brand further still.
Within the next couple of weeks, Debenhams is relocating, albeit just a few hundred yards, down Jalan Bukit Bintang from the trendy Lot 10 to the upscale Starhill Gallery. The move will see store space almost double to 37,000 sq ft, making it the largest store offering exclusively Debenhams products, in Asia. Some RM9 million is being invested in the new single-Á oor Starhill store.
Operated by Stellar Retail Sdn Bhd, the master Debenhams franchisee for Malaysia we opened the Á agship Lot 10 store. We are Following an initial foray into the Malaysian and Singapore, Debenhams Starhill will carry a customer-focused premium department market in the early 2000’s, Stellar Retail its current range of men’s, women’s and store offering value through a unique mix of reintroduced the Debenhams brand to Malaysia children’s clothing with existing lines such exclusive private labels, innovative products in 2008, with a slightly varied concept - a as ‘Principles’ by Ben de Lisi, ‘Butterfly’ and customer service. Customers like the smaller store measuring 11,500 sq ft with no by Matthew Williamson and ‘H!’ by Henry fact that we offer attractive designer wear at consignment counters. Holland being joined by new designer brands affordable prices.” Women’s wear and lingerie such as Jeff Banks, FFP and Edition. A home continue to be Debenhams’ best sellers, Win-Win Situation furnishing department with items like bed accounting for 60 per cent of its total sales. Commenting on the move to Starhill Gallery, linen, glassware and decorative items is also Jackson says it is a win-win situation. “Being being added. In 2011, Debenhams Malaysia, which also has located alongside leading international a 11,500-sq-ft store at The Curve, Mutiara brands within Starhill plus the integrated link Motivating Force Damansara, posted the second highest growth to the JW Marriott Hotel and other leading Stellar Retail Managing Director Andy Jackson among Debenhams’ operations outside of the À ve-star hotels nearby augurs well for us. In says that performance of the Lot 10 store UK. “Our like-for-like growth in 2011 over addition, the strength and widespread appeal over the past two years is one of the primary 2010 was at 26 per cent, second only to Iran,” of the Debenhams brand will also attract new reasons for the move. “We are very encouraged says Jackson. The retailer has a presence in customers to the mall.” by the success of the Debenhams brand since 25 countries, besides the UK. Away from the capital, Debenhams is setting its sights on increasing its presence further still, particularly within new township deve- lopments. “We are looking at two to three sites in the Klang Valley with huge potential,” says Jackson.
Next on the horizon is Singapore where Stellar Retail is in negotiations with several mall owners with a view to bringing the Debenhams brand to the Island.
Debenhams @ Starhill Gallery Jalan Bukit Bintang
May-June 2012 21 Cover Story Good Retail Service Sells
have fond memories of Angeline. She focused on me and was likeable. I’m likely By George Aveling, Branded Culture I to see her again too. No, this is not a story of Architect and CEO, TMI Consultancy, an illicit liaison, but rather one of a customer experience that will turn into repeat sales. the Service Transformation Company How good retail service reaps rich rewards in terms of higher sales. Saturday morning. Into Low Yat we walk, question and after question and Angeline I was listening to radio BFM a while back. like two bloodhounds, snifÀ ng out a suitable knew the answer to every one of them. She Michael Saxon, CEO of the Delicious Group was camera at a reasonable price... We entered a was really helpful and very likeable. She being interviewed. He was asked whether he shop. Nostrils Á ared, snifÀ ng hard. We ended asked us questions about our needs. We got was happy that gross revenue of the Delicious up in front of a range of Samsung cameras. to the stage of wanting to do business with Group was over RM50 milion, but proÀ t was We asked the shop assistant whether we her. Keith decided that he wanted to do a bit less than RM3.5 million. He said that he was could see these very well-priced cameras. more research into the camera that Angeline happy with the gross revenue but was not that He quickly steered us to another brand which had recommended. She was not pushy and happy with the proÀ t À gure. This invited the was much more expensive. I asked him why gave us her card with the price and package obvious question, “So what are you going to he recommended this brand. He answered, that she had quoted. do about it?” “Better picture.” When we pressed him for I then told Angeline that I was looking for a What do you think most CEOs would say in more information, he said, “Better quality.” cover for my iPad - I wanted to give her even response to this question? Most would say that That was the sum total of his interaction with a small sale before we left. Her shop did not they need to cut costs. This would most likely us. He didn’t try to engage with us. We were sell them but she took me to one that did. include cutting employee numbers. Michael’s looking for advice and didn’t get it. We walked We parted company. No sale done. However, response was very different. He said that out. This shop lost the potential for the sale Angeline has got something more valuable he would engage his people more and train of two video cameras due to the poor quality than a one-off sale. When I next go to Low them better. of interaction between the employee and us. Yat, I will buy from her. And when people ask His view was that the more engaged his me where they should buy videos and cameras We went into another shop and this time asked people are, and the better they know the from, I will recommend Angeline. to see a Sony. We asked a few questions. The product, the better they can sell. And the sales guy did not seem that interested in us. So what happened here? Let’s zoom up. Good more they sell, the more profitable the So we too lost interest and walked out. This service sells, product knowledge sells. Retail company would become. And, to take it a shop also lost the potential for the sale of companies that invest in training their people little further, the better they are trained, two video cameras due to the poor quality of in product knowledge, customer service and the better the service they can provide to interaction between the sales person and us. sales will sell more than companies that don’t. differentiate Delicious in the market, build word of mouth recommendations and generate Into a third shop. There were a few sales The people that we encountered in the À rst repeat business. people behind the counter, and only eventually three shops were under-trained. The shops did a half-interested person come to our had saved on training costs, but, as a result, Food seems to taste better when it comes assistance. We asked to see a video camera they are missing out on sales every day. They wrapped in good service. Great logic. Not that with a still camera that had a resolution of have to À ght hard for each sale and they use common, but great! more than 3 megapixels. the most blunt instrument of all price. Price Last week, I was Low Yat Plaza. For those of will always be important. However, making He conÀ dently replied that they didn’t have you new to Malaysia, Low Yat consists of À ve it easy for the customer to make a decision any. We knew that this was incorrect. So Á oors of electronic products - deÀ nitely the to buy, having product knowledge and being we took him three metres down that shop’s place to be if you are a techno-junkie! I was focused on the customer can be match winners counter and showed him a brand that met with Keith, a friend visiting from Australia who in the cut-throat game of retail. our speciÀ cation. But seeing he showed no was interested in buying a video camera. Keith interest in us, we showed no interest in him. As a À nal note, some retail companies might knew the speciÀ cations of the one he wanted. We walked out. be of the view that they will train people I decided that I would also buy a new video and then they will lose them. However, in camera - and it would be the same one that Yet another shop that lost the potential for the words of Zig Ziglar, “you are better off Keith bought. (I like mixing with people who the sale of two video cameras due to the training people and losing them rather than save me research time!) poor quality of interaction between the sales not training them and keeping them.” person and us. There is one thing that you need to understand So, if you want to increase your retail sales about me as a shopper. I don’t go from shop to And that’s when we met Angeline. We told her my advice is to listen to the words of Michael shop, taking up three extra hours to save 15 what we were looking for. She immediately Saxon: engage your people and train them, ringgit. I’d rather spend that money at a coffee took us to a counter and showed us a camera and, and the results will follow. shop while I work out how to use the camera. that met all of our speciÀ cations. We asked
22 May-June 2012 New Members A warm welcome to all our new members!
InvestKL Specialist investment agency set up to attract and facilitate investments by large multinationals into Greater Kuala Lumpur/ Klang Valley (GKL/KV). Aimed at attracting companies that are regionally and globally focused; creating world-class businesses and generating value-added career opportunities. Works with corporations to identify business opportunities; formulate the most competitive À scal package while strengthening their competitiveness regionally and globally. Advice on setting up regional and global outsourcing operations in KL. 4th Floor, 1Sentral, Jalan Travers, KL Sentral, 50470, Kuala Lumpur, Malaysia. Tel: +603 2260 2270 Mobile: +6012 214 8950 Fax: +603 2260 2292 Web: www.investkl.gov.my Zainal Amanshah - Chief Executive OfÀ cer (pictured) Tim Saw - Director, Communications & Alliances
SIP Consulting Sdn Bhd Malaysia’s premier government relations consultancy which advises a number of multi-national corporations, prominent local companies and organisations on strategic positioning with the government including advocacy, political updates and public affairs, IP strategic communications, reputation management, stakeholder engagement, issues management, litigation communications, anti-corruption and compliance communications, crisis communications, media relations and media training. 6th. Floor, UBN Tower, 10, Jalan P. Ramlee, 50250 Kuala Lumpur. Tel: +603 2722 0520 Fax: +603 2722 0523 Email: [email protected] Web: www.sipconsulting.com.my Jason Leong - Chief Executive OfÀ cer
Iconic Marketing Asia Sdn Bhd Arts and entertainment company with over 15 years’ exprience in Malaysia and overseas, offering wide variety of event management services in live music, theatre, sports and the arts. Previous clients and projects have included marketing for Portsmouth Football Club in Asia, event management for Standard Chartered’s Liverpool FC’s Asia Tour 2011, consulting for luxury concierge service Quintessentially and staging and representing international musical theatre productions in Malaysia, including 2011 season of international West End sensation STOMP. Local partners for Singapore Repertory Theatre and has staged two of their children’s theatre productions: The Ugly Duckling and Just A Dream. 69 Jalan Setiakasih, Damansara Heights, 50490 Kuala Lumpur. Tel: +6017 8757 955 Email: [email protected] www.iconic-asia.com Shalini Marimuthu - Managing Director
TechSol Sdn Bhd Engineering and Project Management Consultancy offering technical services to clients throughout South East Asia. Established more than 12 years ago and has successfully worked on projects in Indonesia, Thailand, Vietnam, Laos, Hong Kong, Singapore and extensively throughout Malaysia. Particular expertise in the Geotechnical and Forensic À elds and acts as Regional Representative for British Consulting Engineers Tony Gee & Partners, now actively involved with the ongoing LRT and MRT projects in KL. B-3A-12, Block B, Plaza Mont Kiara, 2 Jalan Kiara, 5480 Kuala Lumpur. Tel: +603 6201 9015 Fax: +603 6201 9018 M: +6012 386 8835 Email: [email protected] Bill Addington - Founder & Managing Director
QPAC Business Consultant Sdn Bhd Consultancy and training for human capital development, delivering bespoke programmes that bring about behavioural and mindset change for organisations across industries from manufacturing to Oil & Gas. Established since 2002, is registered with HRDF and an Approved Training Provider for International Professional Manager’s Association (UK). Experience in Bahrain, Qatar, Kingdom of Saudi Arabia, Cambodia, Brunei, Singapore and Indonesia and is well-equipped to provide range of experiential activities and psychometric tools. 29-3, Jalan USJ 1/1C, Regalia Business Centre, 47620 Subang Jaya, Selangor. Tel: +603 8023 6369/7849 Fax: +603 8023 7854 Email: [email protected] Web: www.qpacbc.com Dr Maria RuÀ na - CEO & Principal Consultant
May-June 2012 23 New Members
Catcha Media Berhad One of SE Asia’s largest media groups with businesses spanning online media, publishing and e-commerce, reaching approximately 10 million people per month. Listed on Malaysian Bourse ACE market. Digital: exclusively operates, develops content and advertising solutions across Microsoft’s online products including MSN Malaysia, Windows Live Messenger, Hotmail and Skype. Publishing: 15 titles in 17 editions across three countries spanning general interest to high net worth readership. Titles include JUICE, Stuff, Clive, Fairways, Prestige, HomePride, EVO and Mint. HauteAvenue.com: fast growing luxury brand online shopping destination. 45-7 The Boulevard Mid-Valley City, 59200 Kuala Lumpur. Tel: +603 2297 0999 Fax: +603 2297 0888 Email: [email protected] Web: www.catchamedia.com Patrick Grove - Chief Executive OfÀ cer
BIODOME® Asia Sdn Bhd Regional HQ of UK-based KIRK Environmental, part of KIRK Group, with more than 35 years’ experience in Anaerobic Digestion and Biogas projects across the world. Set up to transfer expertise in AD to the fast growing markets in Asia for Renewable Energy and has completed a dozen projects in the region, including Malaysia. Keen to establish contacts with biogas technology providers, potential clients who are embarking on AD projects including palm oil mills, agriculture & farm owners etc, and water & wastewater treatment companies. A-07-05, OfÀ ce Tower, Empire Subang, Jalan SS16/1, Subang Jaya, 47500 Selangor. Tel: +603 5880 6704 +6012 388 2311 Email: [email protected] or [email protected] Web: www.biodome-asia.com Huey Yee Yoong - Business Development Manager
Method International International event management company with strong track record of delivering events in the UK and Malaysia, as well as Middle East and Europe. With particular experience in education sector, has created and delivered events in sectors as diverse as aviation, broadcast media, creative industries, À nance, government, maritime, plastics, rubber, security and sustainability. Principal event is IPSEF, International & Private Schools Education Forum, last held in Kuala Lumpur in March 2012. Consultancy in conferences & exhibitions including planning, content design and programme management; event marketing; sales & sponsorship support; on-site support. 8.01 Alaska Buildings, 61 Grange Road, London SE1 3BG, UK. Tel: +44 (0)20 7394 1060 Mobile: +44(0)7703 189567 or +44 (0)7960 934369 Email: [email protected] or [email protected] Mark Roelofsen & Rhona Greenhill - Directors
Archer Bahari Helping leading employers to identify, attract and retain top professionals across Asia. Experienced Consultants working in partnership with clients to deliver innovative solutions that add real value to staff attraction and HR, through an in-depth understanding of the roles and a full view of the objectives and performance measurements required of the successful candidate. Utilising in-house skills in ‘True Headhunting’ and an extensive network of professionals to ensure an exhaustive identiÀ cation and selection process that gives clients the conÀ dence that they are hiring the best people available. Level 14.11, GTower, 199 Jalan Tun Razak, 50400 Kuala Lumpur. Tel: +603 2168 1890 Mob: +6012 655 8701 Fax: +603 2168 1824 Skype: richardatab www.archerbahari.com Richard Archer - Managing Partner
Grand Hyatt Kuala Lumpur Five-star luxury hotel within walking distance of popular shopping malls, Kuala Lumpur Convention Centre and city centre tourist attractions. Comprising 370 spacious guestrooms and 42 opulent suites all À tted with modern conveniences. Sky lobby located on the 38th Á oor with 360-degree panoramic views of the city and Petronas Twin Towers, accessed via dedicated express elevators. Six function rooms provide capacity ranging from 20 to 1,450 guests for intimate business meetings to grand events. F&B: THIRTY8 for Steak & Chinese seafood; JP teres for Malaysian cuisine; plus Poolside. Essa Spa, À tness centre, outdoor pool. 12, Jalan Pinang, 50450 Kuala Lumpur. Email: [email protected] Web: kualalumpur.grand.hyatt.com Charis Choi - Director of Sales & Marketing
Not a member yet? Email: [email protected] for details
24 May-June 2012 May-June 2012 25 Special Report
Tapping “I am very impressed with the speed and efÀ ciency of Into Talent the Talent Corp team”
What? The Residence Pass Talent (RP-T) is as a 10-year multiple entry visa which is employer-independent, targeting top foreign talents in NKEA sectors. Who? Any foreign talent who has been living and working in Malaysia for at least 3 years on a continuous basis is eligible to apply for the RP-Talent. ‘Talent’ refers to high achieving individuals with the capacity to drive business results that contribute towards Malaysia’s economic transformation. How? Go online to check your eligibility then set up your RP-Talent account and begin the application process.
Jordan Plofsky is Senior Vice President and Managing Director of Altera’s R&D centre in Penang. The Chicago native has been visiting Malaysia for work since 2001 but was offi cially transferred to Malaysia in March 2009 to lead the R&D and shared services site supported by over 1,000 personnel.
“Three things drove my decision to move here. First, around 40 percent of our workforce is in Asia, with the majority being based in Penang. Second, more than half of the company’s revenue comes from Asia, which is steadily increasing. Third, coming to Asia was a great opportunity for me to learn and contribute to Altera’s development in the region,” says Jordan.
For those abroad contemplating new experiences in If you’re an expatriate working in Malaysia and Malaysia, Jordan recommends they should seriously consider looking for a Á exible long-term option to work it. “There is much to be gained in this growing and vibrant part of the world. In Malaysia, you can get the full Asian and live in the country, then the Residence experience as it is a melting pot of cultures, exposing you to Pass-Talent is the solution for you. many different backgrounds without sacrifi cing state-of-the- art job opportunities or learning experiences. The country’s www.expats.com.my diversity makes it easy for a foreigner to fi t in, especially those who can speak English.”
26 May-June 2012 Member News
BAE Systems Puts On A Show Signs Collaboration Agreements, Commits To Chevening Programme
The EuroÀ ghter Typhoon Full Scale Replica (above) took pride of place at the main entrance to the recent Defence Services Asia Exhibition in Kuala Lumpur. EuroÀ ghter Typhoon is the world’s most advanced new generation real multi-role/swing-role combat aircraft available on the market. Four of the aircraft took part in the Five Power Defence Arrangement last year and were later seen performing jaw-dropping manoeuvres in the skies above the Langkawi Airshow.
During the four day DSA event, BAE Systems signed an MOU with Composites Technology In other news, BAE Systems has committed to Research Malaysia Systems Integration Sdn Bhd (above right). The MOU is designed supporting the Chevening Scholarship programme to enable both companies to identify and, if appropriate, pursue potential industrial for Malaysia. This is the À rst time that BAE Systems collaboration projects for the development of systems integration capabilities and has been involved in the programme and will sponsor technology transfer. A second MOU was also signed with the Malaysian Industry Group seven students to study engineering and sciences High Technology (MIGHT) to strengthen industrial cooperation between the UK and in the UK in 2012 and a further 14 in 2013. BAE’s Malaysia. The MOU sets a framework for cooperation on technology R&D, linking involvement effectively doubles the number of UK and Malaysian expertise to support the development of Malaysian Intellectual Malaysian students on the Chevening Scholarship Property Rights. It also deals with the commercialisation of indigenous Malaysian programme. The scheme is managed by the Foreign nanomaterial technologies being developed for aerospace and other industrial and & Commonwealth OfÀ ce in Malaysia. consumer applications.
RBS Pushes Ahead With Landmark Deals In Malaysia In April, RBS acted as Joint Bookrunner for Hong Leong Bank’s (HLB) US$300 million 3.125% 5-year senior bond. The bond was issued off HLB’s newly-established US$1.5 billion EMTN programme, for which RBS acted as Principal Advisor and Joint Lead Arranger.
RBS also hosted its annual Economic & Markets Outlook events in KL and Penang, Guinness Wins Best Quality Brew sharing its research and analysis with more For 5th Consecutive Time than 130 clients. RBS experts Chia Woon Khien, Head of Rates & FX Strategy for Asia Local Markets and Stuart Oakley, Head of Emerging Markets Asia FX Trading Guinness Anchor Berhad, the Malaysian brewer presented on the theme of “Riding the Global QE Wave - Risks & Opportunities of GUINNESS®, has once again been recognised as for Malaysia”. the winner of the coveted GUINNESS® League of Excellence Award for the best quality GUINNESS® Andrew Sill, RBS’ Country Executive for Malaysia and Head of International brewed outside Ireland. Banking for Malaysia & Indonesia said, “We have continued to build on our successes and this has led to a strong start for us in 2012. Having been in This is the 5th consecutive time that the local brewer Malaysia for 120 years, we see ourselves as a natural partner for UK and has won this award for excellence in GUINNESS® European companies growing their business in Malaysia and in the region.” brewing standards, production and practices. The Award was presented to GAB Managing Director He added, “As a market leader in transaction services, global markets, debt Charles Ireland (centre) by Richard Chambers, Third capital markets and risk management, we have an expertise in bringing Party Operations Manager - Asia PaciÀ c Region from European issuers to the domestic Sukuk market and in helping Malaysian Diageo PLC in a ceremony held at GAB’s Tavern at companies looking to expand into the UK and Europe. We look forward to the Sungei Way Brewery. working closely with our clients as they continue to grow their business.”
May-June 2012 27 Member News
HSBC Launches Education Projects Across Multiple Sectors
HSBC Bank Malaysia has recently introduced four projects aimed at youth education and engagement.
In the À rst initiative the Bank has teamed up with British Council and the Ministry of Education (MOE) to launch the Engaging Malaysian Schools in English (EMSE) website, a new and comprehensive online teaching resource to complement Hotel Istana Unveils New Rooms the Kurikulum Standard Sekolah Rendah (KSSR). The website Introduces New Menu features British Council-developed materials that have been fully adapted to match the KSSR syllabus.
Following a comprehensive refurbishment, the latest phase of A second pro- a new-look Hotel Istana Kuala Lumpur has been unveiled with gramme, known redesigned Club Rooms and Suites. While preserving the essence as PIERS, is a of Malaysian architecture in the overall design, the refurbishment joint project has seen the introduction of contemporary elements as required in between HSBC, today’s demanding hospitality market. Praba G Menon, Area General Hap Seng, Sabah Manager of Hotel Istana says, “This year marks our 20th anniversary State Education in the industry. With the refurbishment, guests will experience Office and CfBT our hallmark brand of local hospitality with international service Education to Im- standards.” Over at Urban, the Hotel’s signature restaurant, the prove English in trend continues with the launch of a brand new menu featuring the Rural Schools in best in Fusion-Asian cuisine. Tuaran (left). The Tel: 03-2141 9988 initiative aims to Email: [email protected] www.hotelistana.com.my improve English proÀ ciency among teachers and head teachers in rural primary schools.
The 2012 round of the JA (Joint Achievement) More Than Money programme has also begun with the aim of cultivating À nancial literacy by teaching young students the concepts of earning, spending, sharing and saving in a creative and innovative manner. More than 350 students from À ve primary schools will beneÀ t from this year’s programme.
The 2012 Young Entrepreneur Challenge has been launched with more than RM20,000 in cash prizes, as well as the opportunity to participate in a regional competition in Hong Kong for the Gold prize winning team plus a business start-up. The programme targets students pursuing vocational, college and university education and provides a platform for young people to showcase their ideas.
French Sole Spring Summer Collection Inspired by Mediterranean Landscapes
French Sole, the ballet Á at specialist, designed by Jane Winkworth, has launched its new season of footwear in a range of rainbow colours and sumptuous textiles inspired by the bright colours of the Mediterranean landscape. Butter soft leathers in ice-cream pastels are offset with contrasting trims, while glossy patent leathers in acid-bright tones are trimmed with gold and silver. Classic animal prints have been revived with the addition of neon trims and detailing. There’s even an Olympic- themed ballet Á at in the Union Jack print to commemorate the London 2012 Olympics!
1st Floor, KLCC Suria. Tel: 03 2382 0808
28 May-June 2012 Member News
As it turned out, renowned striker Robbie Fowler led The Liverpool Reds to a glorious win over Manchester United after a thrilling penalty shoot-out. The star studded line-up included top names such as Steve McManaman, Patrik Berger with fellow Czech Vladimir Smicer, Phil Neal, Steve Harkness, Bjorn Tore Kvarme, Mark Wright, Paul Jones, Michael Thomas and Stephane Henchoz.
With equally impressive contingents in the Manchester United and EPL All Stars teams, the visiting legends were joined for a second year running by the Malaysian Masters team who showed strong competitive spirit much to Masters Football Puts Reds On Top the delight of their home fans. After Tough Tournament With the action on the pitch concluded, the legends were feted at a Gala Dinner the The Standard Chartered EPL Masters Football Malaysia following night. A Charity Auction of sporting Cup 2012 kicked off at Stadium Malawati in Shah Alam memorabilia held during the Dinner raised recently with tensions running high with the EPL All over RM52,000 for ‘Seeing Is Believing’, Stars hoping to hold on to their title. Standard Chartered’s Charity Trust Fund.
Etihad Claims Top Slot With Multiple Industry Awards Etihad Airways has scooped a number of wins in recent weeks, cementing its place as the best airline in the Middle East.
At the 2012 World Travel Awards Middle East, Etihad Airways has been named Middle East’s Leading Airline for the sixth year in a row. The airline also picked up accolades for Middle East’s Leading Airline First Class, Middle East’s Leading Airline In-Á ight Entertainment and Middle East’s Leading Cabin Staff. ISP Students Brings Books To Life In the 2012 Business Traveller Middle East Awards, Etihad was Stage End Of Term Performance awarded Airline with the Best Economy Class and Airline with the Best Cabin Crew. The joy of reading came alive at The International School @ Park In the Freddie Awards, the member-generated awards among City recently with the inaugural Book Week. Themed ‘Opening travel loyalty programmes, out of a total of 7 categories, the Doors to Books’, children, teachers and classroom assistants from Etihad Guest Loyalty Programme took home three top wins for Nursery to Year 8 arrived at school dressed as their favourite book Best Redemption Ability, Best Elite Level and Best Loyalty Credit character. A Book Swap, a Book Fair, Drop Everything And Read Card as well as four runner-up places. www.etihad.ae (DEAR) and Buddy Reading were all part of the programme. A group of visiting authors presented pupils with a unique opportunity to hear how books start in the mind of an author and end up on the shelf at the bookshop.
Inaugural Asia IPSEF Conference Leaving books aside for a while, another project saw the students Draws Delegates From International Markets move to the stage for a one hour performance dubbed “So You Think You Can Dance”. Many of the dance routines were IPSEF, the global conference that addresses business issues of choreographed by the students themselves and the celebration international and private schools, held its inaugural event in Asia of music, dance and movement provided a fun and upbeat end in early March at the Intercontinental hotel in Kuala Lumpur. to the Term. Opened by British High Commissioner Simon Featherstone, the conference drew delegates from across Malaysia and ASEAN as well as Saudi Arabia, Pakistan and the UK. Key government ofÀ cials with responsibilities for monitoring private schools attended from Oman and the UAE.
The event addressed issues of strategic importance to schools in the private/international sectors. UK, US and International schools that have opened or are planning to open in Malaysia relayed their routes to market and the complete project management process from concept to design and build.
Delegates had the opportunity to see a number of these schools in the programme that supported the main conference, which included a visit to the new Marlborough campus in Iskandar.
May-June 2012 29 Member News
Marlborough College Malaysia On Track For Opening In August Construction of Marlborough College Malaysia in Iskandar is over 80 percent complete with the facility scheduled to welcome its À rst intake of students on 27th August 2012. Robert Pick, Master, Marlborough College Malaysia said that the co-educational boarding and day school offers extensive value and the potential to cultivate a dynamic, international educational community for its pupils. “The experience Marlborough gains through this Malaysia campus will enable us to enrich our curriculum with an international perspective....this is essential in preparing our pupils for life Standard Chartered Adopts City Park after graduation.”
To Contribute To Greener KL Marlborough College Malaysia will have an initial intake of some 250-300 pupils expan- Standard Chartered Bank Malaysia has entered into a landmark ding to about 1300 pupils by agreement with Kuala Lumpur City Hall (DBKL) to adopt a 2018. The student population prime location public park in the heart of the city. The Bank will comprise children of is the À rst organisation to be offered the opportunity to adopt locals and expatriates in the 40,000 sq ft park under the government’s Signature Park Malaysia, Singapore and else- Adoption Programme as one of the Greener KL Entry Point where in the region. Projects under the Economic Transformation Programme. The Greener KL project will help Kuala Lumpur towards achieving its goal of becoming among the top 20 most liveable cities in the world by 2020.
The park offered to Standard Chartered is situated in lot 776 and lot 83 at Jalan Pinang and Jalan P.Ramlee. Located amidst the high rises and towering buildings, it is the only remaining green space in and around the Kuala Lumpur City Centre area. Tree species that are indigenous to Malaysia such as HopeaOrderata and Pongonoia are planted to support the concept of an “urban forest” amidst the concrete jungle. A signing ceremony was held to commemorate the initiative, marking the Bank’s sponsorship of the development and management of maintenance of the park for the next 7 years.
Scomi To Collaborate With Ricardo Plc For Rail Driveline Technology
Scomi Rail Bhd, a subsidiary of Scomi Engineering Bhd, has entered into an agreement with UK based multi-industry consultant Ricardo Plc to collaborate in the development of a new driveline system. Ricardo’s world-class driveline design and development capability will complement Scomi’s capabilities in the design and manufacturing of monorails, light rail vehicles and metros.
Scomi’s straddle type SUTRA Monorail System has already enjoyed success in international markets with the award of a contract to International SOS Launches HealthMap construct India’s À rst Monorail system in Mumbai in partnership with Larsen & Toubro Ltd. Covering a distance of 19.5km, the system is International SOS, the global medical and security assistance due for completion this year. A second contract was awarded last company, has launched the third edition of its HealthMap. The year for Scomi’s À rst monorail project in Brazil. The St Judas Line useful tool is designed to help companies better understand 17 project is located in São Paulo, Brazil and will cover a distance the medical risks in the markets where they operate and of 18km. It is expected to be completed by end of 2014. identify practices needed to ensure business continuity. A newly introduced category, ‘variable’ risk, applies to countries With the SUTRA system cars move on a single concrete beam in where the level of medical risk in the major cities is low or an elevated corridor making it possible to execute projects on moderate, but high in other areas. This puts companies on a fast-track basis, requiring a small footprint and facilitating alert to extend the preparation their travellers receive, based implementation with minimal demolition of structures. Other on where they are likely to visit. All of the BRIC countries fall advantages include greater reliability, high manoeuvreability, into this category. www.internationalsos.com lower cost and an eco-friendly design.
30 May-June 2012 Member News
DHL Malaysia Brings MU Legends To Town DHL Express Malaysia’s customers and employ- ees, all decked out in their best Manchester United jerseys, were treated to a star-studded extravaganza recently when the company delivered the coveted Manchester United’s Champ19n’s Trophy Tour to Kuala Lumpur.
At an exclusive meet-and-mingle session - a veritable sea of red - DHL’s guests met and mingled with two famous Manchester United Legends, Gary Pallister and Ronny Johnsen and witnessed the unveiling of the English Premier League trophy. They were also given the opportunity to have their photos taken with the Trophy. The experience of a lifetime for the diehard fans!
DHL Express Malaysia also took the opportunity to give back to the community by holding a charity auction of prized Manchester United memorabilia. The auction raised a total of RM15,400, which was then presented to Pusat Penjagaan Kanak-kanak Cacat Taman Megah at the event.
As the OfÀ cial Logistics Partner, DHL plays a key role behind-the-scenes when it comes to delivering success for Manchester United. The Champ19ns Trophy Tour, delivered by DHL, celebrates the club winning a record 19th Premier League title last season and visits 27 countries around the world, travelling almost 48,000 miles in the process.
May-June 2012 Inside View
Private Island Retreat
our own private island retreat is closer than you think. Usually the exclu- Y sive reserve of the privileged few and in places too challenging to access, Rebak Island Resort in Langkawi is on the doorstep. Just a short hop from the main island and less than an hour’s Á ight from the capital Kuala Lumpur to be precise.
Arriving at Langkawi Airport, you are met by the welcoming smile of the driver who whisks you away to the dedicated jetty where you board the Resort’s speedboat. The powerful engines have the boat gliding smoothly across the water in no time and before you know it, you are pulling into the attractive marina on Rebak Island.
After disembarking, a waiting buggy takes you to Reception where the cool sea breezes begin their work to soothe those city stresses. Views out towards the Andaman Sea and What better place to escape for a romantic guide will reveal some of the hidden treasures beyond help speed up the relaxation process. getaway or a totally private wedding far from along the trail. After a smooth check-in, the buggy takes the crowds. you to your room. There’s a choice of over The unspoilt surroundings also provide an 90 rooms offering garden or sea views, along When all the relaxation gets too much, there inspiring venue for corporate team-building, with deluxe one or two bedroom villas, all is a range of activities available at the Resort with nature acting as the backdrop for of which are tastefully appointed. A blend including tennis, volleyball and squash, À tness thrashing out innovative ideas. Whether it’s of contemporary design and ethnic artefacts centre and jogging trail. Bicycles and canoes teams pitching against each other in a kayak combine to provide comfortable, yet stylish are also available for guests to use. competition, battling it out in a cook-off, accommodation. or searching for answers in a treasure hunt, One of the highlights of your stay has to be a the Resort and the helpful staff can set it up Part of the Taj Hotels, Resorts & Palaces visit to the Ulik Mayang Spa for one of their for you. Group, Rebak Island Resort is the Group’s À rst excellent massages. You can’t miss out on property in Asia and has the unique distinction the highly informative nature walk either General Manager Sandip Mukherjee and his of being the only resort on Rebak Island. when the Resort’s extremely knowledgeable team are also full of good ideas to preserve
32 May-June 2012 Inside View
Rebak Island Resort www.tajhotels.com
the environment. Materials are recycled, reworked and reused wherever possible. A vegetable and herb garden has been established on the island to supply the kitchen with as much as possible. An orchid garden has been set up to minimise having to import Á owers from the mainland and so reduce energy consumption.
Long-stay guests can also take part in the ongoing conservation process by planting and adopting their own tree in the Resort gardens.
And when you want to explore further than the 390 acres of private island, there is a regular ferry service toIS theP M amainy 20 island12 Adv whereert_OL local_Fin amarkets,l.ai 1 cable 5/ car2/1 2rides 9 :00 AM and of course duty free shopping await.
May-June 2012 35 On The Social Scene
he Association of British Women in Malaysia (ABWM) is a non-profi t making organisation that runs activities and events for its members - who do not have to be British! We T provide an opportunity for women new to Malaysia to get involved in the local community and make new friends. We also welcome those who have been here longer and wish to reconnect with our community.
Regular coffee mornings provide the chance to meet up for a chat and get to know more people. We also organise regular trips and activities for members’ benefi t as well as working with a number of local charities. The ABWM House at 88 Jalan Terasek 8 in Bangsar acts ABWM as a focal point for members. To join and fi nd out more either call in at the house which is open from 10am-2pm on weekdays (except holidays) or call on 03-2284-4407. www.abwm.com.my
Coming Soon...
ngloINFO, the global expat network, will be launching its À rst Malaysian A website in June. A comprehensive resource with detailed information for expats living and working in the Malaysian capital, AngloINFO Kuala Lumpur is a free resource covering a wide range of subjects.
AngloINFO is for anyone who speaks English - whether as a À rst language or not - who needs information on or support with living in, moving to, or moving back to, a country or region with which they are not totally familiar.
The new site will enable expats and English- speaking residents in Kuala Lumpur to:
• Search the directory of thousands of local, English-speaking businesses
• Get advice from other Kuala Lumpur expats in the local Discussions grouip
• Browse hundreds of pages on topics ranging from À nding accommodation and employment, to understanding the school system, registering a car or writing a will.
A What’s On Guide and ClassiÀ eds section also form an integral part of the site.
AngloINFO Kuala Lumpur and its national sister site AngloINFO Malaysia will be joining a network over 60 independent regional websites currently operating in 30 countries worldwide. www.angloinfo.com
34 May-June 2012 YOU ARE NOW SAFE ACCIDENT AND EMERGENCY DEPARTMENT AT GLENEAGLES KUALA LUMPUR
A well prepared emergency department located in Kuala Lumpur which allows the management of patients in majority of medical criticalities. A concept of Class ‘A’ Ambulance Services in Kuala Lumpur with a specialized escort (trained Advanced Cardiac Life Support (ACLS) Nurses from Gleneagles Kuala Lumpur) on board. A team of medical staff and 156 specialists on-call 24 hours a day, 7 days a week, dedicated to deliver the right and fast care. Completed with a Triage Centre, Observation bays, Negative Pressure Isolation Room, Minor Operating Theatre, Orthopaedic Procedure Room and three (3) Resuscitation Stabilization Rooms. There is a full digital Radiology System intergrated into the department and all patients under observation/resuscitation are undergo continous physiology monitorring
A number to remember: +603 4141 3131
Gleneagles Kuala Lumpur is fully accredited with Joint Commission International (JCI), Q Malaysian Society for Quality in Health (MSQH) and ISO standards. Modern diagnostic facilities are available and range from conventional Radiology, MRI, 3-Tesla MRI, Cath Lab, CT Biological Analysis Laboratory, Lab Pathology, Endoscopy, Echocardiogram, all conveniently located on the ground floor adjacent to the Accident & Emergency Department and in the easily assessible floors above.
Gleneagles Kuala Lumpur 282 & 286 Jalan Ampang, 50450 Kuala Lumpur Tel: (603) 4141 3000 Fax: (603) 4257 9233 / 2933
K.K.L.I.U NO: 0553/2012/B
May-June 2012 May-June 2012