The Changing Face of Retail - BMCC€¦ · Kepong, 52100 Kuala Lumpur. BMCC Executive OfÛ ce: 4th Floor, East Block, Wisma Selangor Dredging, 142B Jalan Ampang, 50450 Kuala Lumpur.

May-June 2012

The Magazine of the British Malaysian Chamber of Commerce

Charity Rugby Dinner Returns For 8th Time

Issue 83 PP 11826/06/2012 (030061)May-June 2012

The Changing Face of

Retail Technology, Trends, Training, Brands: The Power To Transform The Retail Landscape

PLUS • Inside View: Private Island Retreat • Dirty Little Secrets At Breakfast • Diary Dates

Premier Lunch Speaker Draws Record Crowd PP ii LL hh SS kk

Ch it R b Di

Boosting Trade Ties At Top LevelBoosting Trade Ties At Top Level

May-June 2012

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STRIP IN NEW ARTWORK - FROM SERVER

May-June 2012

Preferred Airline Partner:

First LinesBMCC Board of Directors:Patrons:YBhg Tun Musa HitamHE Simon Featherstone, British High Commissioner

Chairman: Dato’ Larry Gan, Catcha Media Bhd

Deputy Chairman: Andrew Sill, The Royal Bank of Scotland Bhd

Directors: Soo Kim Wai, Amcorp Properties BhdBob Olivier, Aspac Executive Search Sdn BhdMark Burgess, BAE Systems plcDatuk Peter Wentworth, OBE, CEO Solutions Sdn BhdDavid Ng, DHL Express Malaysia & BruneiDato’ Justin Leong, Genting BhdDatuk Seri Michael Yam, Impetus Partnership Sdn BhdAmanda Powell, KL Kudos Design Sdn BhdBill Addington, TechSol Sdn BhdMichael McIver, Plus Three Consultants Sdn BhdOsman Morad, Standard Chartered Bank Malaysia BhdAndrew Diamond, Yakimbi Sdn Bhd

Ex O cio:Gavin Anderson, British CouncilTony Collingridge, OBE, UK Trade & InvestmentDr Zainal Abidin Majid, Advisor To The Board

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Molly Jagpal: Executive DirectorWinnie Ng: Business Services ManagerNabisa Kassim: Manager - Commercial ActivitiesRafy Anuar: Marketing & Events AssistantHenry Tay: Partnerships Assistant

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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 re ect those of the Chamber.

BMCC Magazine:Editor: Amanda Powell

Editorial Committee: • George Aveling • Marcus Osborne • Molly Jagpal • Matt Smith • Bill Addington • Winnie Ng

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Printing: Tinggi Press Sdn Bhd, Lot 6, Jalan Kuang Bulan, Taman Kepong, 52100 Kuala Lumpur.

BMCC Executive Of ce:4th Floor, East Block, Wisma Selangor Dredging, 142B Jalan Ampang, 50450 Kuala Lumpur.

Tel: +60 3 2163 1784/2163 1786 Fax: +60 3 2163 1781Email: [email protected]: www.bmcc.org.my

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s everyone will surely be aware,

Malaysia was honoured recently

with a visit by British Prime

Minister David Cameron. Here

to promote Great Britain and UK

trade, it was the fi rst time in nearly 20 years

that a UK Premier has visited the country.

The trip was a whirlwind of high level meetings

for the Prime Minister and his accompanying

delegation of business leaders, meetings

which resulted in a number of important

contracts being signed.

One of the most striking outcomes was the

agreement between our two Prime Ministers to

double bilateral trade in the next four years. BMCC will of course be doing whatever

we can in helping to achieve that ambitious goal, working alongside the team at UK

Trade & Investment and across the business community.

This issue focuses on the Retail Sector and how technology is having a dramatic

impact on the way retailers reach their target market and equally how as customers

we buy. Turn to Page 13 to fi nd out more.

Our Premier Business Lunch with Tan Sri Dr Zeti Akhtar Aziz was a resounding

success and set yet another benchmark in our events portfolio with over 200 senior

business leaders in attendance.

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

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

are being circulated. The offi cial proceedings will be followed by a keynote speech

from our High Commissioner Simon Featherstone and Dinner.

Ahead of that however is the much-anticipated Annual Charity Rugby Dinner. Back

for the eighth time, this year’s event features another great line-up of rugby legends

and an outstanding menu. If you haven’t already booked, turn to Page 6 for details.

I look forward to seeing you all in the coming weeks.

A

Pla num Sponsors:

May-June 20124

In This Issue

Changing Face Of Retail:The way retailers get their products

and services into the market and

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.

■ First Lines............................................................................... 3

■ Hot Happenings ........................................ 6

■ TradeTalk ................................................... 7

> Boosting British Trade - UK Trade Forum

> Premier Buiness Luncheon: Focus On Strong UK-Malaysia Af nity

> Breakfast Brie ng: “Dirty Little Secrets”

■ Cover Story ................................................................13

The Changing Face Of Retail

■ Meet Our New Members ..................................23

■ Special Report ......................................... 26

Tapping Into Talent

■ News from Our Members ................................27

■ Inside View ............................................... 32

Private Island Retreat, Rebak Island Resort

■ On The Social Scene ................................ 34

ContentsMay-June 2012

Cov

er S

tory

Diary Dates MayMon 21st 6th Assessment Tomorrow Conference www.assessmenttomorrow.com

Sat 26th St Andrew’s Society of Selangor 2012 Concert featuring Whisky Kiss Hilton Kuala Lumpur See Page 34

JuneSat 2nd- Queen’s Diamond Jubilee CelebrationsTues 5th

Mon 4th- World Gas Conference 2012Fri 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 See Page 6 for details

Tues 26th- ASEAN M & E ShowThurs 28th Kuala Lumpur Convention Centre

Green Energy Asia Kuala Lumpur Convention Centre

JulyFri 27th London 2012 Olympics Opening Ceremony

SeptemberTues 18th- MOGSECThurs 20th Malaysia Oil & Gas Services Exhibition Kuala Lumpur Convention Centre

OctoberWeds 10th- IGEM 2012Sat 13th Showcase for Renewable Energy, Energy Ef 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 Jubilee. See Page 6 for details

May-June 2012 5

May-June 2012

Hot Happenings

BMCC Annual General Meeting & Dinner

Tuesday 26th June 2012Venue & Event Sponsor:Kuala Lumpur Convention Centre

5pm onwardsKeynote Speaker: HE Simon Featherstone, CMGBritish High Commissioner & BMCC Patron

Sign up for this key annual event in the BMCC calendar for a review of the year and to hear more on the Chamber’s plans for the future.

Call the BMCC now to register your attendance: Tel: +603 2163 1784 [email protected]

BMCC 8th KL CHARITY RUGBY DINNERWednesday 6th June 2012 Shangri-La Kuala Lumpur 7.15pm onwards

Martin Corry England

Star Speaker Line-Up!

Paul WallaceIreland

Peter FitzSimonsAustralia

Supporting Partners:

Title Sponsors: Gold Sponsors:

Silver Sponsors:

Back for the 8th year running! Don’t miss out on this great evening of top entertainment, rst-class hospitality and fund-raising for local charities!

RM375 per person RM3,750 per table of 10 Deluxe 4-course dinner menu, free ow wine & beer, guest speakers, charity auction and grand prize raf e.

Tables Allocated on First Come First Served Basis

T: +603 2074 3900 E: [email protected]

Book Now!

2012 Diamond Jubilee Ball

Saturday 13th October 2012Shangri-La Hotel Kuala Lumpur

7.30pm

Don’t miss out on this grand event set to be one of the highlights of the Diamond Jubilee year! First-class cuisine, top entertainment and much more await... Book now!

Tickets RM350 per personE: [email protected]

6

The world’s local bank

May-June 2012

Boosting British Trade

Trade Talk

May-June 2012

The visit by UK Prime Minister David Cameron to Malaysia in April was the rst by a UK Prime Minister in almost 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 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 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 speakers at a major Trade Forum, organised by UK Trade & Investment as part of the visit, along with Dato Sri Mustapa bin Mohamed, Malaysia’s Minister for International Trade & Industry (pictured above). The Forum was attended by over 400 senior business executives, including many BMCC members.

Left: The BMCC Executive Of ce team were honoured to meet the PM!

Lordspeby thebinIntab40m

Lw

HE Simon Featherstone, British High Commissioner to Malaysia escorts UK Prime Minister David Cameron to one of the meetings.

7

May-June 2012

Trade Talk

8

Platinum Sponsors:

Diamond Sponsor:

Bank Negara Governor Tan Sri Dr Zeti Akhtar Aziz told British Malaysian Chamber of Commerce members and their guests how the recent visit to

Malaysia by UK Prime Minsiter David Cameron had reignited the relationship between the two countries, saying, “It will be the trigger for future growth in bilateral trade.”

Tan Sri Dr Zeti was speaking at the recent Premier Business Luncheon with The Royal Bank of Scotland as Diamond Event Sponsor. Labuan IBFC, Amcorp Properties and Gleneagles KL added their support as Platinum Event Sponsors.

Held at the Intercontinental Hotel in Kuala Lumpur, the Luncheon offered guests high level networking with a strong business focus. With over 215 top CEOs in attendance, the

majority of the guests arrived early to take full advantage of the networking session held ahead of the Luncheon.

With luncheon served, Tan Sri Zeti took to the stage and shared her insights on a wide range of subjects including the transformation of the financial markets, liberalisation of the Malaysian nancial sector and the challenges and opportunities that lay ahead for Malaysia and ASEAN.

“There are a number of changing forces that will continue to present challenges for economies around the world. These include protracted weakness in global demand, in particular in emerging economies. In addition, some economies will be affected by international nancial reforms and their (unintended) implications.

In the US, there is a slow recovery in process but this will depend very much on the recovery of the housing market. In Europe, there is of course a pressing need to resolve the debt crisis and it is likely that the crisis will run its full course.

In the UK, a number of pro-growth measures have been put in place and these appear to be having the right effect.

So what about the effect on Asia? In Malaysia, we have made the transition from being a global producer to a global consumer. There has been a change in policy focus, incomes are rising, we have seen quite marked changes in demographics.

We saw it as a risk to be reliant to such an extent on exports, especially with a strong currency. Domestic demand is now the driver and we expect growth rates of between 4 to 5 percent this year.”

Regionally, Malaysia is already highly connect-ed within ASEAN and also with UK and Europe. That said, we welcome greater foreign participation in our nancial system.”

Focus On Strong Af nity Between UK & Malaysia

BMCC Premier Business Luncheon Series

May-June 2012 9

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 scal sustainability while enhancing productivity and ef ciency. “We must recog-nise our comparative advantage and increase FDI through mutually bene cial relationships with foreign countries, in this case with British companies here in Malaysia. Such relationships will pave the way to growth.”

Following the event, Andrew Sill said: ”Tan Sri Zeti is an esteemed leader in the nancial industry. We are delighted to have had the opportunity to benefit from her extensive knowledge and insightful views on the global nancial landscape. We had a very engaging dialogue on current pertinent issues such as nancial stability in global and Asean markets, the Islamic nancial system, the Eurozone crisis and the ongoing transformation of the nan-cial environment.”

FollowSri Z nanhavefrominsilandiasuAssyoc

Over 215 top business leaders arrived early to take full advantage of the networking session held ahead of the Luncheon.

“David Cameron’s visit has

had reignited the relationship

between our two countries,

and will be the trigger for future

growth in bilateral trade.”

May-June 2012

Trade Talk

“Dirty Little Secrets”

10

Wonderful June weather in late March brought the Global Warming-istas scuttering out of the woodwork, baying for Wind Farms. In contrast, the silent and civilised

majority basked in the misty sunshine and cogitated on the huge bene ts Britain might enjoy from Shale Gas once exploitation of this resource is permitted.

Meanwhile, ‘Disgusted from Tunbridge Wells’ warned fellow Tories that their short-term expectations of the unfortunate David Cameron will not be met - speci cally as regards tax, Europe, size of the State, the bloated Public Sector, energy, the environment, Islamism, crime, multi-culturalism, immigration, the economy and foreign policy. Faced with all this, understanding Malaysian politics would seem to be child’s play.

The excellent nancial return from last year’s Royal Weaves event has had one highly satisfactory outcome. It has made it possible

for the Society to provide a bursary for a Malaysian student to attend the Prince’s School for a year. Details will be published soon by the energetic Zehan Albakri, who led the team involved.

Bobby Chen’s concert in March at the KL Equatorial was sensational and the fact that he was suffering from an unpublicised high fever at the time made his performance all the more astonishing. To cap the event, he announced he will once again be arranging in December this year a visit to the UK in and a concert for 25 or so young musicians from his Academy in Malaysia.

Kuala Lumpur: Ms Roselyn Chuah Tel: +603 7728 2249

London: Dato’ Neville Green Tel: +44 207 930 9118

www.thebritishmalaysiansociety.org

In late March, a select group of BMCC members had the chance to hear more about the UK Bribery Act and other related issues while enjoying a hearty breakfast at the historic Carcosa

Kuala Lumpur.

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 within the EU) are using their ever greater powers.These include the ability to order the shutdown of entire systems, imprisonment of senior managers and imposing signi cant nes. In the UK, the FSA has already imposed 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.”

Kuala Lu

“winim n

of

The British Malaysian Society

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“Did we miss anything?”

New Look BMCC Of ce

Trade Talk

The BMCC Executive Of ce is now sporting a fresh new look thanks to the combined efforts and 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.

A suite of upgraded computer equipment courtesy of Rentwise has also been installed, bringing the office in line with today’s business requirements.

The end result is a slicker, more stylish space much to the delight of the Executive Office team. Next time you are in the KLCC area, drop in and nd out more about what’s on offer!

Level 4, East Block,Wisma Selangor Dredging, 142B Jalan Ampang, KLTel: +603 2163 1784

Thank You! To Our Sponsors:

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12

May-June 2012 13

The Changing Face

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

set to take the transformation to yet greater levels.

Turn the page to fi nd out where it’s all heading.

Cover Story

Retail

1113May-June 2012

Of

May-June 2012

The Changing Face Of Retail

What is happening in retail now is a complete transformation in how consumers shop and retailers trade.

In some regards, consumers and retailers have swapped roles as customers in today’s new world are driving marketing, what products are promoted and even to a certain extent pricing. It is very clear that customers today are rmly in charge.

Retail today is best described as ‘continuous dialogue’ that begins long before the purchase is made and ends long after the transaction is concluded. Successful retailers are those who are present when the shopper is doing his or her research on the web and also there when the shopper is sharing the buying experience on social networks.

Multi-channel retail can be de ned from two perspectives: the consumer and the retailer. From the consumers’ perspective, a channel is a touch-point to a brand driven either by convenience or lifestyle. Hence, a bricks and mortar store is a channel, so are the web, kiosks, catalogues and so on.

A retailer sees a channel as a revenue stream which comes in different formats, from con-venience stores to hypermarkets, or routes to reach customers such as Search Engines, social networking and af liates marketing.

The key bene t for retailers of being multi-channel is that it gives them more oppor-tunities to get their product in front of cus-tomers whom they wouldn’t have been able to reach with a single channel - a much bigger shop window.

The transition from traditional retail channels towards multiple is an ongoing process. Fuelled by the rise of mobile and Internet-based technologies, multi-channel commerce is accelerating and continuous changes in the

channel landscape are creating new growth opportunities for retailers.

When IVIS Group, a multi-channel specialist, opened its of ce in Kuala Lumpur in 2007, the company’s strapline “Multi-channel Experts” drew questions regarding the meaning of multi-channel. Five years on, while multi-channel has not quite made it to the top of the list for discussion among Malaysian businesses, the country has come a long way in embracing online shopping and begun the transition to multi-channel.

Qusai Sarraf, Chief Executive of IVIS Group, says that “In order to take full advantage of growth opportunities retailers must prioritise investment into consistent, transparent, customer-facing, front-end services as well as back-end processes. Failure to do so can result in loss of sales and consequently damage the brand.”

Online marketing channels are the fastest growing collaborative sales channels for retail and even other sectors. “For many companies, they are a key element of their multi-channel strategy,” explains Qusai.

Retail, entertainment, financial services, travel and telecoms businesses are increasingly partnering with online sales channels, such as af liate networks and shopping comparison sites, to drive traf c to their websites and increase sales. “Using af liates for online

“The key bene 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.”

Cover Story

14

May-June 2012May-June 2012

IVIS Group is a leading multi-channel expert involved in transforming retailers into highly competitive, modern multi-channel businesses. The Group provides a range of strategic consultancy using the MCm² methodology (Multi-channel Maturity Model), end-to-end cloud-based multi-channel and e-commerce solutions as well as Professional Services.

Founded in London in 1994, with of ces in UK, Malaysia and China, IVIS Group is a strategic partner of Tesco.com. The Carphone Warehouse, BestBuy Europe, Parkson and Astro are also among IVIS Group’s clients.

Email: [email protected]

marketing purposes has an enormous impact on revenues and maximising brand visibility,” he adds.

Addressing the ChallengesAs retailers transition from a single to multi-channel, they face three main challenges: achieving customer centricity, business agility and organisation alignment.

Customer Centricity: Putting the customer at the heart of all decisions and plans. All departments from Marketing, Commercial, Supply Chain, IT, Finance and Customer Service need to be focused on achieving the Platinum Customer Service.

Business Agility: Having the right combination of technology and processes to ensure that retailers react quickly to market trends. Given that ‘change is the only constant’ and ‘competitors are only a click away’, agility becomes essential for survival.

Organisation Alignment: Change within the business striving to be multi-channel; a ‘one-brand, one-company, one-vision’ approach. “This means thinking horizontally across all departments and not vertically in silos. When a customer makes contact with a retailer - whether online, via a mobile application, catalogue, or in store - it’s important they are treated in the same way; and that the high level of service a customer receives face-to-face is replicated via other channels.”

Robust PlatformBut as Qusai emphasises, success in multi-channel is only possible through the imple-mentation of robust information systems to manage the various processes involved and ow of information.

“Managing promotions, for example, in a single channel such as stores is relatively straightforward. But, achieving success across multiple channels simultaneously such that promotions are synchronised at the website and the stores is more challenging.”

Discerning customers today are demanding more than simple price discounts. They expect targeted promotions in line with their lifestyle spanning, if necessary, multiple categories that might even be sourced from different suppliers. From a retailer’s perspective, meeting these expectations is hindered by getting systems to talk to each other and reconciling data exchanges. On top of that comes the added challenge of identifying the target segment of the promotions down to the individual VIP customers.

“Retailers today are entrapped by various legacies and systems limitations, from EPoS (Electronic Points of Sale) to ERP core systems (Enterprise Resource Planning). At Ivis, we

have focused on building a new breed of promotions management solutions. Sonetto Pricing & Promotions Management (PPM) addresses the challenges facing retailers today and enables them to catch up with the customer-centric revolution.”

Many retailers are not even aware how much margin they are giving away as products are subject to multiple promotions at the same time. This is due to lack of visibility given systems constraints as retailers struggle to keep up with customers’ expectations and trends which in many cases are promotions-driven.

“Ivis Promotions Management solution address-es the problem from both ends: retailers are able to manage their promotions with a lot more control and granularity to protect their bottom-line and it also provides incentives and drive to attract more customers across multiple channels to improve top-line,” says Qusai.

Using Sonetto® Retail Suite, IVIS Group has successfully worked with a number of retail organisations in solving and managing a range of challenges including Promotions Management and Product Information Management. The system works across all customer channels, using business rules to support cross-sell, up-sell and promotional merchandising. Decisions can be based on simple relationships in the information or more complex criteria such as inventory levels, purchase history or customer preference.

International TrendsIn mature markets such as the UK, multi-channel has come a long way. IVIS Group is a strategic partner with Tesco.com and has accompanied the UK leader in a journey from inception to world leadership with revenue exceeding £2.5 billion. Customers can buy just about anything, from grocery, fashion, electrical, nancial services to dental and pet insurance. They can interact through a myriad of routes and have products delivered from the store, distribution centres or directly from suppliers.

And the UK evolution continues. Cross-channel - where multiple channels are mixed in the same shopping experience such as Click & Collect where customers can order online and collect from stores; and Omni Channel - where customers can interact with brands and retailers using many channels but they all share the same rich customer experience and brand values.

Regional TrendsIn Malaysia, digital marketing and e-commerce feature highly in the strategy behind the Econ-omic Transformation Programme, designed as a stimulus to reinvigorate and transform the economy.

According to Internet World Stats, as of Dec-ember 2011, there are 17,723,000 internet users in Malaysia (representing 61.7 percent of the population). The highest usage was recorded among people aged 20-24: almost six in ten (57 percent) regularly use the Internet, spending an average of 22.3 hours online per week. Malaysians spend one third of time online on social networking websites.

In short, the multi-channel revolution has begun in Malaysia and, for businesses that are hoping to get more online followers, the above gures speak volumes in terms of opportunities.

“Online marketing channels are the fastest

growing collaborative sales channels for

retail and even other sectors. For many

companies, they are a key element of their

multi-channel strategy.”

Qusai Sarraf, CEO, Ivis Group

Cover Story

15

May-June 201216

Where Are All The Luxury British Brands?

Cover Story

Despite, or because of tough global economic conditions, the retail sector in Malaysia appears 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 pro le, double storey street-facing façade fronting Jalan Bukit Bintang.

Globally, this clustering of stores is nothing new. For centuries, stores have organised themselves into districts based on what they sell - think Saville Row in London (tailors), Faubourg Saint-Honore in Paris (designer boutiques) and Deira in Dubai (jewellery).

The cluster approach allows the rich and famous to be dropped off in front of a store, oat in and make a purchase that would make a small African country drool and then pop out again, back into the safety of their limousine without having to rub shoulders with the hoi polloi.

Just across the road, Starhill Gallery has battled gamely to become a luxury mall with an eclectic mix of exclusive boutiques and lifestyle outlets. Meanwhile, The Gardens at Mid-Valley, after a slow start has attracted a sprinkling of luxury brands.

And of course there is KLCC Suria, almost a veteran amongst high end malls in the capital yet one that continuously evolves, which has attracted a number of luxury brands, especially to its new retail extension.

Despite their different approaches, one thing all these malls have in common is a distinct lack of luxury British Brands. Sure there are some - most recently

Anya Hindmarch, Thomas Pink and Mulberry plus Burberry and Aquascutum which made the move a few years ago. However, considering the long association between Malaysia and the UK, Britain’s experience in this area and the importance of the luxury segment, there seems to be a lack of British Brands.

According to www.thetenbest.co.uk the ten best British brands are:

1 Rigby & Peller: A family-run lingerie and corsetry rm awarded a Royal Warrant in 1960. It has a sterling reputation for expert bra ttings

and beautiful designer swimwear and lingerie as well as a made- to-measure service.

2 Burberry: Famous for the iconic trenchcoat, this classic British company revels in its distinctly British attitude. Founded in 1856, the company’s core values are luxury, quality and timeless style, expressed in a modern way.

3 Mulberry: Luxury English fashion, “inspired by the cool of the city and the craft of the countryside”, is Mulberry’s speciality.

4 Barbour: Boasting three Royal warrants, Barbour is that rare entity, a family-owned, women-run company. Since 1894, when it was established to provide waterproof oilskin jackets to sailors and dock-yard workers in South Shields, this quintessentially British brand has created durable country-style clothes with impeccable attention to detail. Its wax jackets are known to last a lifetime.

By Marcus Osborne, FusionBrand

May-June 2012

Cover Story

May-June 2012 17

5 Aspinal of London: Despite being a mere 10 years old, This aggressive British brand is dedicated to producing impeccably high quality and beautifully designed 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 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, purses, wallets and stationery continue to be in demand.

8 Aquascutum: Wonderfully understated British elegance at its best. Famous for inventing waterproof cloth and the raincoat, the company makes clothes that combine ne craftsmanship with luxurious tailoring.

9 Dunhill: Alfred Dunhill’s legacy continues to cater for the discerning man who wants to wear elegant clothing and ne fragrances, matched with luxury kit such 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 traditional craftsmanship to produce ne, handmade footwear for men.

Of these distinctly British retail brands, only Burberry, Mulberry, Aquascutum and Dunhill appear to be in Malaysia, despite the fact that at the beginning of this year, the Malaysian government announced the abolition of

import duties on 300 luxury items - part of the Government’s plans to do what it can to encourage tourists to spend RM60 billion annually by 2020, just on shopping.

These measures are timely because accor-ding to the MasterCard Wo r l d w i d e I n s i g h t report, the value of the

market for luxury products and services in the Asia Paci c region will be US$258.7 billion in 2016, up from US$83.3 billion in 2007.

The largest number of tourist arrivals to Malaysia are from the Asia Paci c with India and the Middle East not far behind. And the burgeoning middle classes from these countries are notoriously brand conscious and like to shop.

Radha Chadha, author of “The cult of the luxury brand”, says that the Asian interest in luxury

products is because of the massive changes - social, cultural, economic and political - that have been affected by the traditional attitudes to who you are and where you are in the societal food chain.

Free of rigid social hierarchies, mass migration and the development of urban areas, more people are making money and making it faster. The way to differentiate oneself is by purchasing a luxury product that shouts, “I’ve got money, respect me.”

So if these luxury brands are a modern set of symbols that Asian consumers are using to rede ne their identity and social position, then expect them to continue to shop!

As traditional European and US markets stumble through the economic quagmire, the time is ripe for luxury British brands to establish themselves in Malaysia and

use it as a gateway to developing markets. Before European brands such as Canali, Ermenegildo Zegna, Jean-Paul Gaultier and Versace corner the market and make it too dif cult for British Brands to establish themselves.

About FusionBrandMarcus Osborne is a co-founder of FusionBrand

Sdn Bhd, Asia’s only customer-driven brand

consultancy focused on customer-driven not

corporate-driven strategies to build brands.

Email: [email protected]

May-June 2012

Cover Story

18

Imagine having instant and total control of your money. To spend, save, invest and pay whenever you need to just by

tapping your nger or saying the word.

Today, by and large, you still have to come to your 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 Arti cial Intelligence, will be able to ful 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.

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 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 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 digital channels - though these are set to dominate banking in the next decade but to the entire distribution chain. Branches, too, must offer an experience similar to those on offer in the retail industry, not just function and ef ciency.

Why Banking IsChanging For

GoodThe way we manage money is about to change beyond recognition. Banks who fail to embrace this are in for a rough ride, predicts Steve Bertamini, CEO of Consumer Banking at Standard Chartered.

May-June 2012

Cover Story

19

Plenty of new players are lining up to offer what banks will not or cannot provide. The core of consumer banking - lending, wealth management and protection - is still heavily regulated with strong barriers to entry for new competitors. However, in areas such as cash transactions and the user interface, there is no denying that banks are confronted by increased competition.

Take Africa where telco companies such as Airtel and Safaricom have bypassed the need for bank accounts or Internet connections to provide mobile wallets for millions in the space of just a few years. Airtel money for example - for which Standard Chartered has held funds in trust since 2008 - is now used by over 20 million people to make or receive payments in real time.

Banks now face a choice: Continue as they are and see new competitors infringe upon their core business or innovate and become market disruptive, expanding those same boundaries to take banking into new territory. There is real scope in the next few years for banking to evolve beyond the basics of savings and lending to a much broader set of services. One obvious example is unlocking data in order to offer customers personalised, value-added services alerting them to nearby deals or new and better ways to grow their wealth.

A transformation on this scale is of course not going to be easy. Banks are large, complex organisations not traditionally focused on innovation or speed-to-market. Today, many face issues getting the right technology for their customers. It is a long leap from there to the brave new world of banking.

In the future, banks will have to become serial innovators, move with the urgency of start-ups and look for ideas everywhere. The task is not only to meet customers’ needs but to capture their imagination. A challenge but in an increasingly digitised world - not one exclusively faced by banks. Other sectors have gone through similar transformations, a very good example being the electronics industry where companies such as Samsung have led the way.

For banks, it means changing their approach to innovation, recognising that the best ideas won’t necessarily come from the top or even from bankers.

At Standard Chartered our mobile banking platform Breeze was developed bottom-up by a small staff team of mobile and social media enthusiasts - not by senior executives or people with a long experience in banking.

It also means changing the approach to the customer, offering nancial services in ways that matter to people’s lives. When we developed Wishlist, a savings feature for Breeze, we integrated it with Facebook and bulk discount aggregators to let people share their saving goals with friends and get great deals on what they are saving for, be it a new pair of shoes or a holiday. You don’t even have to be a customer of the bank to bene t.

Some of our most recent innovations let us engage broadly with consumers in ways that aren’t just about banking. Breeze Living, for example, is an augmented reality Smartphone application that lets people capture and share merchant discounts on the move.

Going forward, the industry has to pay more attention to how banking ts into different contexts what it lets people do. In many ways, we have only just scratched the surface of how banking is going to change.

As the boundaries of consumer banking become increasingly blurred, banks will need to forge new partnerships to meet customer demand. Banks need to study not so much each other, but other industries more adept at engaging and inspiring consumers. They will need to be prepared to form strategic alliances outside of the traditional con nes of banking to reach people in the spaces where life is now led.

The changes now underway in technology and consumer demand represent not so much a threat but a great opportunity for banks to move to an unprecedented level of closeness with the customer. If we embrace it now, more than ever, we have the chance to make banking a true enabler in people’s lives, helping to change the industry for good.

Steve Bertamini is Group Executive Director and CEO Consumer Banking, Standard Chartered Bank.

“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.”

“The basis of competition for banks will not be products or channels, but how well they understand the needs of their customers, how much value they can add to people’s lives.”

May-June 2012

Cover Story

20

Cutting Costs Where It CountsAWC Berhad is a leading provider of

engineering services and integrated facilities management solutions in

Malaysia. Firmly on the expansion trail, the company has a keen eye for potential opportunities. There is a strong focus on processes and harnessing new technologies that offer the ability to deliver ef ciency and cost-savings to building owners, particularly in helping to reduce energy consumption.

In 2011, the Group identified one such opportunity and entered into a collaboration agreement with award-winning green techno-logy company Resource Data Management Ltd.

Based in Glasgow, Scotland, RDM specialises in the design and manufacture of electronic control systems. In the UK, it has captured 80 percent of the UK market, in particular in the supermarket and retail sector. The agreement with AWC covers the development, marketing and distribution of RDM’s products in Malaysia and Asia.

AWC group chief executive and managing director Azmir Merican says the market for RDM products in Malaysia and Asia, where energy costs are soaring, is estimated at RM100 million. In addition to supermarkets, other potential customers include logist-ics rms, hospitals, food & beverage manufact-urers, pharmacies, and medical equipment manufacturers. Now operating from Kuala

Lumpur, he says RDM Asia hopes to expand to other parts of the region.

Rajpall Singh, Manager of RDM Asia says in the retail sector, particularly supermarkets, the two main elements that consume the highest levels of energy are refrigeration, and heating, ventilation and air-conditioning (HVAC).

“Surveys carried out on our past projects have shown that refrigeration and HVAC sectors of a typical full-sized supermarket or hypermarket account for about 70 percent of its overall energy usage.

By managing energy consumption for these two areas, supermarket owners can save around

12 to 25 percent of their energy cost. This saving has been achieved by many of our clients.”

In these instances, the refrigeration system is managed by a data manager developed by RDM, as a modular front end system with an alarm and control panel that connects to eld devices in the store.

Besides helping to lower energy bills, this kind of system

also saves on the need to call out a contractor each time there is a minor problem with the refrigeration. “With the data easily accessible via the data manager, the troubleshooting can be done remotely,” says Rajpall.

The data manager is the brain of the entire system. ”To control the system, we need to measure. Without data, you cannot control the refrigeration system,” says Rajpall. “The remote diagnostic capability of the RDM case controllers is a key bene t, where data is integrated and centrally processed to enable integrated control of the cooling system.”

Real time data from the hardware (such as the probes, humidistat and meters) is streamed to the data centre in Glasgow to be processed there. The centre will also carry out a comparison between the real data and the predicted data, and look at the deviation and start asking questions. The entire operation can be checked, monitored and controlled online, even from a remote location.

The brainchild behind the RDM system is Raj Samuel who says that the entire cooling system can be controlled remotely via the internet with bandwidth as low as 512 kbps.

Samuel rst developed the system some 30 years ago, after graduating, with engineers from Hussman Tempcool and Marks & Spencer. Their rst project was the M&S supermarket in Glasgow, which yielded impressive energy savings. M&S subsequently embarked on a retro t programme at its branches elsewhere, including Hong Kong.

If there is a problem in the cooling system, the data manager automatically sends out an SMS and email to the contractor, or any number of persons explains Samuel. “This alarm allows the management to respond and get the system working again.” By analysing the data, the RDM system can predict equipment failure four to ve weeks before it happens, helping to minimise breakdowns. The system has the capacity to store and archive data for up to ve years.

The portfolio of customers using RDM systems reads like the Who’s Who of retailing. Blue Water Retail Park, JUSCO, all Tesco stores in the USA, all Booths stores, Somefield, Sainsbury, all Marks & Spencer stores, all ASDA/Wal-Mart stores, Morrisons and many others. In Malaysia, customers already include Giant, Mydin, Presto, Sogo and BIG in Solaris Dutamas.

In addition to reduced energy consumption, stores with RDM systems installed bene t from a reduction in stock losses and improved hygiene and food safety, both key factors in maintaining smooth operations and brand reputation.

www.rdmasia.com.my

May-June 2012

Cover Story

21

With Malaysia having escaped the worst of the economic downturn 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 pro 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- oor Starhill store.

Operated by Stellar Retail Sdn Bhd, the master Debenhams franchisee for Malaysia and Singapore, Debenhams Starhill will carry its current range of men’s, women’s and children’s clothing with existing lines such as ‘Principles’ by Ben de Lisi, ‘Butterfly’ by Matthew Williamson and ‘H!’ by Henry Holland being joined by new designer brands such as Jeff Banks, FFP and Edition. A home furnishing department with items like bed linen, glassware and decorative items is also being added.

Motivating ForceStellar Retail Managing Director Andy Jackson says that performance of the Lot 10 store over the past two years is one of the primary reasons for the move. “We are very encouraged by the success of the Debenhams brand since

Debenhams: Brand-Building

we opened the agship Lot 10 store. We are a customer-focused premium department store offering value through a unique mix of exclusive private labels, innovative products and customer service. Customers like the fact that we offer attractive designer wear at affordable prices.” Women’s wear and lingerie continue to be Debenhams’ best sellers, accounting for 60 per cent of its total sales.

In 2011, Debenhams Malaysia, which also has a 11,500-sq-ft store at The Curve, Mutiara Damansara, posted the second highest growth among Debenhams’ operations outside of the UK. “Our like-for-like growth in 2011 over 2010 was at 26 per cent, second only to Iran,” says Jackson. The retailer has a presence in 25 countries, besides the UK.

Following an initial foray into the Malaysian market in the early 2000’s, Stellar Retail reintroduced the Debenhams brand to Malaysia in 2008, with a slightly varied concept - a smaller store measuring 11,500 sq ft with no consignment counters.

Win-Win SituationCommenting on the move to Starhill Gallery, Jackson says it is a win-win situation. “Being located alongside leading international brands within Starhill plus the integrated link to the JW Marriott Hotel and other leading ve-star hotels nearby augurs well for us. In addition, the strength and widespread appeal of the Debenhams brand will also attract new customers to the mall.”

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 GalleryJalan Bukit Bintang

May-June 2012

“It’s a win-win situation. Being located

alongside leading international brands

within Starhill plus the integrated link to

the JW Marriott and other ve-star hotels

in the area augurs well for us.” Andy Jackson

Cover Story

21

May-June 2012

Cover Story

Good Retail Service Sells

22

I have fond memories of Angeline. She focused on me and was likeable. I’m likely to see her again too. No, this is not a story of

an illicit liaison, but rather one of a customer experience that will turn into repeat sales. How good retail service reaps rich rewards in terms of higher sales.

I was listening to radio BFM a while back. Michael Saxon, CEO of the Delicious Group was being interviewed. He was asked whether he was happy that gross revenue of the Delicious Group was over RM50 milion, but pro t was less than RM3.5 million. He said that he was happy with the gross revenue but was not that happy with the pro t gure. This invited the obvious question, “So what are you going to do about it?”

What do you think most CEOs would say in response to this question? Most would say that they need to cut costs. This would most likely include cutting employee numbers. Michael’s response was very different. He said that he would engage his people more and train them better.

His view was that the more engaged his people are, and the better they know the product, the better they can sell. And the more they sell, the more profitable the company would become. And, to take it a little further, the better they are trained, the better the service they can provide to differentiate Delicious in the market, build word of mouth recommendations and generate repeat business.

Food seems to taste better when it comes wrapped in good service. Great logic. Not that common, but great!

Last week, I was Low Yat Plaza. For those of you new to Malaysia, Low Yat consists of ve oors of electronic products - de nitely the place to be if you are a techno-junkie! I was with Keith, a friend visiting from Australia who was interested in buying a video camera. Keith knew the speci cations of the one he wanted. I decided that I would also buy a new video camera - and it would be the same one that Keith bought. (I like mixing with people who save me research time!)

There is one thing that you need to understand about me as a shopper. I don’t go from shop to shop, taking up three extra hours to save 15 ringgit. I’d rather spend that money at a coffee shop while I work out how to use the camera.

Saturday morning. Into Low Yat we walk, like two bloodhounds, snif ng out a suitable camera at a reasonable price... We entered a shop. Nostrils ared, snif ng hard. We ended up in front of a range of Samsung cameras. We asked the shop assistant whether we could see these very well-priced cameras. He quickly steered us to another brand which was much more expensive. I asked him why he recommended this brand. He answered, “Better picture.” When we pressed him for more information, he said, “Better quality.”

That was the sum total of his interaction with us. He didn’t try to engage with us. We were looking for advice and didn’t get it. We walked out. This shop lost the potential for the sale of two video cameras due to the poor quality of interaction between the employee and us.

We went into another shop and this time asked to see a Sony. We asked a few questions. The sales guy did not seem that interested in us. So we too lost interest and walked out. This shop also lost the potential for the sale of two video cameras due to the poor quality of interaction between the sales person and us.

Into a third shop. There were a few sales people behind the counter, and only eventually did a half-interested person come to our assistance. We asked to see a video camera with a still camera that had a resolution of more than 3 megapixels.

He con dently replied that they didn’t have any. We knew that this was incorrect. So we took him three metres down that shop’s counter and showed him a brand that met our speci cation. But seeing he showed no interest in us, we showed no interest in him. We walked out.

Yet another shop that lost the potential for the sale of two video cameras due to the poor quality of interaction between the sales person and us.

And that’s when we met Angeline. We told her what we were looking for. She immediately took us to a counter and showed us a camera that met all of our speci cations. We asked

question and after question and Angeline knew the answer to every one of them. She was really helpful and very likeable. She asked us questions about our needs. We got to the stage of wanting to do business with her. Keith decided that he wanted to do a bit more research into the camera that Angeline had recommended. She was not pushy and gave us her card with the price and package that she had quoted.

I then told Angeline that I was looking for a cover for my iPad - I wanted to give her even a small sale before we left. Her shop did not sell them but she took me to one that did. We parted company. No sale done. However, Angeline has got something more valuable than a one-off sale. When I next go to Low Yat, I will buy from her. And when people ask me where they should buy videos and cameras from, I will recommend Angeline.

So what happened here? Let’s zoom up. Good service sells, product knowledge sells. Retail companies that invest in training their people in product knowledge, customer service and sales will sell more than companies that don’t.

The people that we encountered in the rst three shops were under-trained. The shops had saved on training costs, but, as a result, they are missing out on sales every day. They have to ght hard for each sale and they use the most blunt instrument of all price. Price will always be important. However, making it easy for the customer to make a decision to buy, having product knowledge and being focused on the customer can be match winners in the cut-throat game of retail.

As a nal note, some retail companies might be of the view that they will train people and then they will lose them. However, in the words of Zig Ziglar, “you are better off training people and losing them rather than not training them and keeping them.”

So, if you want to increase your retail sales my advice is to listen to the words of Michael Saxon: engage your people and train them, and, and the results will follow.

By George Aveling, Branded Culture Architect and CEO, TMI Consultancy, the Service Transformation Company

May-June 2012

A warm welcome to all our new members!

InvestKLSpecialist 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 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 Of cer (pictured) Tim Saw - Director, Communications & Alliances

SIP Consulting Sdn BhdMalaysia’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]: www.sipconsulting.com.my

Jason Leong - Chief Executive Of cer

Iconic Marketing Asia Sdn BhdArts 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 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 8835Email: [email protected]

Bill Addington - Founder & Managing Director

QPAC Business Consultant Sdn BhdConsultancy 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 Ru na - CEO & Principal Consultant

New Members

23

May-June 2012

New Members

24

Catcha Media BerhadOne 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 Of 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, Of ce Tower, Empire Subang, Jalan SS16/1, Subang Jaya, 47500 Selangor.Tel: +603 5880 6704 +6012 388 2311Email: [email protected] or [email protected] Web: www.biodome-asia.com

Huey Yee Yoong - Business Development Manager

Not a member yet? Email: [email protected] for details

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, 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 934369Email: [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 identi cation and selection process that gives clients the con 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 1824Skype: richardatab www.archerbahari.com

Richard Archer - Managing Partner

Grand Hyatt Kuala LumpurFive-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 tted with modern conveniences. Sky lobby located on the 38th 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, tness centre, outdoor pool.

12, Jalan Pinang, 50450 Kuala Lumpur.Email: [email protected] Web: kualalumpur.grand.hyatt.com

Charis Choi - Director of Sales & Marketing

May-June 2012 25

May-June 201226

Special Report

Tapping Into Talent

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

Malaysia, Jordan recommends they should seriously consider

it. “There is much to be gained in this growing and vibrant

part of the world. In Malaysia, you can get the full Asian

experience as it is a melting pot of cultures, exposing you to

many different backgrounds without sacrifi cing state-of-the-

art job opportunities or learning experiences. The country’s

diversity makes it easy for a foreigner to fi t in, especially those

who can speak English.”

If you’re an expatriate working in Malaysia and

looking for a exible long-term option to work

and live in the country, then the Residence

Pass-Talent is the solution for you.

www.expats.com.my

“I am very impressed with

the speed and ef ciency of

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.

May-June 2012 27

Member News

BAE Systems Puts On A ShowSigns Collaboration Agreements, Commits To Chevening Programme

Guinness Anchor Berhad, the Malaysian brewer of GUINNESS®, has once again been recognised as the winner of the coveted GUINNESS® League of Excellence Award for the best quality GUINNESS® brewed outside Ireland.

This is the 5th consecutive time that the local brewer has won this award for excellence in GUINNESS® brewing standards, production and practices. The Award was presented to GAB Managing Director Charles Ireland (centre) by Richard Chambers, Third Party Operations Manager - Asia Paci c Region from Diageo PLC in a ceremony held at GAB’s Tavern at the Sungei Way Brewery.

Guinness Wins Best Quality BrewFor 5th Consecutive Time

RBS Pushes Ahead With Landmark Deals In Malaysia

The Euro ghter Typhoon Full Scale Replica (above) took pride of place at the main entrance to the recent Defence Services Asia Exhibition in Kuala Lumpur. Euro 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 Research Malaysia Systems Integration Sdn Bhd (above right). The MOU is designed to enable both companies to identify and, if appropriate, pursue potential industrial collaboration projects for the development of systems integration capabilities and technology transfer. A second MOU was also signed with the Malaysian Industry Group High Technology (MIGHT) to strengthen industrial cooperation between the UK and Malaysia. The MOU sets a framework for cooperation on technology R&D, linking UK and Malaysian expertise to support the development of Malaysian Intellectual Property Rights. It also deals with the commercialisation of indigenous Malaysian nanomaterial technologies being developed for aerospace and other industrial and consumer applications.

In other news, BAE Systems has committed to supporting the Chevening Scholarship programme for Malaysia. This is the rst time that BAE Systems has been involved in the programme and will sponsor seven students to study engineering and sciences in the UK in 2012 and a further 14 in 2013. BAE’s involvement effectively doubles the number of Malaysian students on the Chevening Scholarship programme. The scheme is managed by the Foreign & Commonwealth Of ce 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, sharing its research and analysis with more 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 presented on the theme of “Riding the Global QE Wave - Risks & Opportunities for Malaysia”.

Andrew Sill, RBS’ Country Executive for Malaysia and Head of International 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 Malaysia for 120 years, we see ourselves as a natural partner for UK and European companies growing their business in Malaysia and in the region.”

He added, “As a market leader in transaction services, global markets, debt capital markets and risk management, we have an expertise in bringing European issuers to the domestic Sukuk market and in helping Malaysian companies looking to expand into the UK and Europe. We look forward to working closely with our clients as they continue to grow their business.”

May-June 2012

Member News

28

HSBC Launches Education ProjectsAcross Multiple Sectors

Following a comprehensive refurbishment, the latest phase of a new-look Hotel Istana Kuala Lumpur has been unveiled with redesigned Club Rooms and Suites. While preserving the essence of Malaysian architecture in the overall design, the refurbishment has seen the introduction of contemporary elements as required in today’s demanding hospitality market. Praba G Menon, Area General Manager of Hotel Istana says, “This year marks our 20th anniversary in the industry. With the refurbishment, guests will experience our hallmark brand of local hospitality with international service standards.” Over at Urban, the Hotel’s signature restaurant, the trend continues with the launch of a brand new menu featuring the best in Fusion-Asian cuisine.

Tel: 03-2141 9988 Email: [email protected] www.hotelistana.com.my

Hotel Istana Unveils New Rooms Introduces New Menu

French Sole, the ballet 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 at in the Union Jack print to commemorate the London 2012 Olympics!

1st Floor, KLCC Suria. Tel: 03 2382 0808

French Sole Spring Summer CollectionInspired by Mediterranean Landscapes

HSBC Bank Malaysia has recently introduced four projects aimed at youth education and engagement.

In the 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 the Kurikulum Standard Sekolah Rendah (KSSR). The website features British Council-developed materials that have been fully adapted to match the KSSR syllabus.

A second pro-gramme, known as PIERS, is a j o i n t p ro jec t between HSBC, Hap Seng, Sabah State Education Office and CfBT Education to Im-prove English in Rural Schools in Tuaran (left). The initiative aims to improve English pro 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 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 ve primary schools will bene 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.

May-June 2012

Member News

29

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- ight Entertainment and Middle East’s Leading Cabin Staff. In the 2012 Business Traveller Middle East Awards, Etihad was awarded Airline with the Best Economy Class and Airline with the Best Cabin Crew.

In the Freddie Awards, the member-generated awards among travel loyalty programmes, out of a total of 7 categories, the Etihad Guest Loyalty Programme took home three top wins for Best Redemption Ability, Best Elite Level and Best Loyalty Credit Card as well as four runner-up places. www.etihad.ae

Etihad Claims Top Slot With Multiple Industry Awards

Masters Football Puts Reds On Top After Tough Tournament

ISP Students Brings Books To LifeStage End Of Term Performance

The joy of reading came alive at The International School @ Park City recently with the inaugural Book Week. Themed ‘Opening Doors to Books’, children, teachers and classroom assistants from Nursery to Year 8 arrived at school dressed as their favourite book character. A Book Swap, a Book Fair, Drop Everything And Read (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.

Leaving books aside for a while, another project saw the students move to the stage for a one hour performance dubbed “So You Think You Can Dance”. Many of the dance routines were choreographed by the students themselves and the celebration of music, dance and movement provided a fun and upbeat end to the Term.

IPSEF, the global conference that addresses business issues of international and private schools, held its inaugural event in Asia in early March at the Intercontinental hotel in Kuala Lumpur. 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 of 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.

Inaugural Asia IPSEF Conference Draws Delegates From International Markets

The Standard Chartered EPL Masters Football Malaysia Cup 2012 kicked off at Stadium Malawati in Shah Alam recently with tensions running high with the EPL All Stars hoping to hold on to their title.

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 the delight of their home fans.

With the action on the pitch concluded, the legends were feted at a Gala Dinner the following night. A Charity Auction of sporting memorabilia held during the Dinner raised over RM52,000 for ‘Seeing Is Believing’, Standard Chartered’s Charity Trust Fund.

May-June 2012

Member News

Standard Chartered Adopts City ParkTo Contribute To Greener KL

30

Standard Chartered Bank Malaysia has entered into a landmark agreement with Kuala Lumpur City Hall (DBKL) to adopt a prime location public park in the heart of the city. The Bank is the rst organisation to be offered the opportunity to adopt the 40,000 sq ft park under the government’s Signature Park Adoption Programme as one of the Greener KL Entry Point 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.

Construction of Marlborough College Malaysia in Iskandar is over 80 percent complete with the facility scheduled to welcome its 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 after graduation.”

Marlborough College Malaysia will have an initial intake of some 250-300 pupils expan-ding to about 1300 pupils by 2018. The student population will comprise children of locals and expatriates in Malaysia, Singapore and else-where in the region.

Marlborough College MalaysiaOn Track For Opening In August

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 construct India’s rst Monorail system in Mumbai in partnership with Larsen & Toubro Ltd. Covering a distance of 19.5km, the system is due for completion this year. A second contract was awarded last year for Scomi’s rst monorail project in Brazil. The St Judas Line 17 project is located in São Paulo, Brazil and will cover a distance of 18km. It is expected to be completed by end of 2014.

With the SUTRA system cars move on a single concrete beam in an elevated corridor making it possible to execute projects on a fast-track basis, requiring a small footprint and facilitating implementation with minimal demolition of structures. Other advantages include greater reliability, high manoeuvreability, lower cost and an eco-friendly design.

Scomi To Collaborate With Ricardo Plc For Rail Driveline Technology

International SOS, the global medical and security assistance company, has launched the third edition of its HealthMap. The useful tool is designed to help companies better understand the medical risks in the markets where they operate and identify practices needed to ensure business continuity. A newly introduced category, ‘variable’ risk, applies to countries where the level of medical risk in the major cities is low or moderate, but high in other areas. This puts companies on alert to extend the preparation their travellers receive, based on where they are likely to visit. All of the BRIC countries fall into this category. www.internationalsos.com

International SOS Launches HealthMap

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 Of 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

32

Your own private island retreat is closer than you think. Usually the exclu- 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 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 beyond help speed up the relaxation process. After a smooth check-in, the buggy takes you to your room. There’s a choice of over 90 rooms offering garden or sea views, along with deluxe one or two bedroom villas, all of which are tastefully appointed. A blend of contemporary design and ethnic artefacts combine to provide comfortable, yet stylish accommodation.

Part of the Taj Hotels, Resorts & Palaces Group, Rebak Island Resort is the Group’s rst property in Asia and has the unique distinction of being the only resort on Rebak Island.

Private Island Retreat

What better place to escape for a romantic getaway or a totally private wedding far from the crowds.

When all the relaxation gets too much, there is a range of activities available at the Resort including tennis, volleyball and squash, tness centre and jogging trail. Bicycles and canoes are also available for guests to use.

One of the highlights of your stay has to be a visit to the Ulik Mayang Spa for one of their excellent massages. You can’t miss out on the highly informative nature walk either when the Resort’s extremely knowledgeable

guide will reveal some of the hidden treasures along the trail.

The unspoilt surroundings also provide an inspiring venue for corporate team-building, with nature acting as the backdrop for thrashing out innovative ideas. Whether it’s teams pitching against each other in a kayak competition, battling it out in a cook-off, or searching for answers in a treasure hunt, the Resort and the helpful staff can set it up for you.

General Manager Sandip Mukherjee and his team are also full of good ideas to preserve

May-June 2012 35

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 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 to the main island where local markets, cable car rides and of course duty free shopping await. ISP May 2012 Advert_OL_Final.ai 1 5/2/12 9:00 AM

May-June 2012

On The Social Scene

AngloINFO, the global expat network, will be launching its rst Malaysian 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 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 nding accommodation and employment, to understanding the school system, registering a car or writing a will.

A What’s On Guide and Classi 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

Coming Soon...

ABWM

The 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 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 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

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May-June 2012

SAFEACCIDENT AND EMERGENCY DEPARTMENT

AT GLENEAGLES KUALA LUMPUR

YOUARENOW

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

Gleneagles Kuala Lumpur is fully accredited with Joint Commission International (JCI), 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.

A number to remember: +603 4141 3131

Q

Gleneagles Kuala Lumpur282 & 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