Sunday 20 October 2013

Assignment BJMP 2033

1.0  INDUSTRY

1.1 Background of Industry

Presently, there is no common definition of small and medium enterprises (SMEs) in Malaysia. Different Agencies define SMEs based on their own criteria, usually bench marking against annual sales turnover, and number of full-time employees or shareholders’ funds. In addition, present definitions focus mainly on SMEs in the manufacturing sector.

Small and medium-sized enterprises (SMEs) are defined as non-subsidiary, independent firms which employ less than a given number of employees. This number varies across national statistical systems. The most frequent upper limit is 250 employees, as in the European Union. However, some countries set the limit at 200 employees, while the United States considers SMEs to include firms with fewer than 500 employees. Small firms are generally those with fewer than 50 employees, while micro-enterprises have at most ten, or in some cases five, workers. Financial assets are also used to define SMEs. In the European Union, SMEs must have an annual turnover of EUR 40 million or less and/or a balance-sheet valuation not exceeding EUR 27 million.


             We have chosen the supplemental food industry as assignment research. In Malaysia, there is no specific definition of a food supplement in Malaysia. Food supplement products have been considered by health authorities as being part of health supplement products, which have been defined as “products that are intended to supplement the diet taken by mouth in forms such as pills, capsules, tablets, liquids or powders and not represented as conventional food/sole item of a meal or diet” (paragraph 9.1 Guidance Notes for Health Supplement Products, Drug Registration Guidance Document, August 2010, issued by the National Pharmaceutical Control Bureau, Ministry of Health, Malaysia). Health supplement products may include active ingredients such as vitamins, minerals, amino acids, natural substances of plant/animal origin, enzymes, and substances with nutritional/physiological function.

1.2 Tool the Describe the Industry


Figure 1 : Overall Sector Service, Manufacturing, Agriculture, Construction and Mining ang Quarrying SME


Figure 2 : Pie Chart and Histogram of Overall Sector Service, Manufacturing, Agriculture, Construction and Mining and Quarrying SME.

Figure 3 : Distribution Of SMEs by Sector in State of Malaysia.


Figure 4 :  Graft Bar of Distribution of SME by Size and Sector

            1.3 Main Player

COSWAY Corporation Limited (“COSWAY”) is a hybrid consumer marketing company that blends the best features of a global network marketing system with the convenience and reach of a wide retail chain. The business began in 1979 as Cosway (M) Sdn. Bhd. (“Cosway M”), a multi-level marketing (“MLM”) company, and was acquired by Berjaya Group in 1994. In December 2009, Berjaya Holdings (HK) Limited (a subsidiary of the Berjaya Group) completed the acquisition of Cosway M and eCosway.com Sdn. Bhd. (“eCosway”) and subsequently changed its name to Cosway Corporation Limited. Cosway currently markets over 2,000 consumer products solely through our in house brands. The core product categories comprise health and nutritional supplements, personal care products, water filtration systems, cosmetics and fragrances, skincare, body shaping lingerie, home and car care and food and beverage.

Unlike typical MLM companies, Cosway sources almost all of its products from independent manufacturers, leading researchers and ingredient suppliers and as such, the Group is able to capitalize on the advanced technological and scientific innovations of the global manufacturing and research community. Cosway’s products are available at 1,724 exclusive stores located at hypermarkets, high density residential developments, major shopping malls and housing areas globally. With the recent introduction of our “Free Stores” concept, Cosway’s have seen significant growth in our sales as it allows entrepreneurial Cosway members to manage company-owned outlets (hence “free” to the members). These store operators profit from both a commission on sales and with the network marketing system, operators also benefit from multiple levels of commission through sales generated by a hierarchy of members whom they recruit. Cosway’s are presently operating in 13 countries which are grouped as Malaysia, Singapore and Brunei, Hong Kong, Macau and Taiwan and Other Countries, consisting of Thailand, South Korea, Indonesia. Australia, USA, Japan, New Zealand and UK Members are also able to conveniently shop and recruit online through our eCosway website (www.eCosway.com), while useful corporate information is also available on the website for investors and the public.

2.0  THE COMPANY

2.1  The Background Of The Company
2.1.1        Profile

Kiosk Arab Enterprise Company was established by Mrs. Shahnun Binti Abdul Rantin 30 years old. This business is located at Tesco Seremban 2, Negeri Sembilan. This business was founded on December 2, 2010 as a supplier of food supplements. This business has been in operation for 3 years at Tesco. Fixed address for the business is on the ground floor kiosk 10 Tesco Seremban 2 . Kiosk Arab Enterprise Company is a Private Limited Company. Owners of the company have been using its own capital of RM 15,000 to start the business.
A business operation is based on small and medium industries. Owners get the materials or products from suppliers and market directly to customers. Among the products on offer at this kiosk is a brand of product Anugerah, Figure up, Al-Shifa , zam-zam water and more variety . At this time, the kiosk business just is guarded by a worker only. Business hours from 9.00 am to 10.00 pm. Company operate every day except on public holidays such as “Hari Raya Haji." Independence Day" and “Labor Day". The company owner said “This began with a difficult business. Owner sacrifices plenty of time and money to develop this business in order to become stronger. He always believed and said that all the trouble can be happy in the future.
Now, Kiosk Arab Enterprise operations are increasingly moving towards fixed and stable. The company has customer’s continuous and constant supply of materials from the supplier. In addition, the owner of the company also hopes to expand into a large shop and also have their own channel in the future.


 Figure 5 : Photo with Promoter On Kiosk Arab
2.1.2       Location
The fixed address for the company doing or operating business is downstairs kiosk 11 Tesco Seremban 2.It was located at the entrance door of the Tesco and to the front of the steamboat shop and next to Kiosk Kerepek Traditional

Figure 6: Map Tesco Seremban 2, Negeri Sembilan.

Figure 7: Supermaket Tesco Extra Seremban 2, Negeri Sembilan.

2.2 Company Product

Arab Kiosk is a company that offers food supplements products to customers. The company sells its products through small outlets in shopping centers such as Tesco Seremban 2. Business owners said their companies include all races, Malay, Chinese, Indian and so on. They will buy a product from a supplier and sell directly to customers. The minimum price for their products is RM15 to RM200 maximum price. Customers can find product easily without incurring additional shipping costs. Products offered such as:

·         Sets of childbirth Anugerah (RM150)
·         Figure Up (RM 50)
·         Water Anugerah ( Zam-Zam ) (RM 15)
·         Coffee Al Jannah (RM30)
·         Food Sunnah Minsyam (RM170)
·         Pamoga ( RM78 )
·         Mama Milk Hijrah (RM40)
·         D’ Herba (RM 40)
·         Al Shifa Honey (RM20)
·         Kismis Arab (RM25)
·         Etc

Figure 8 : Products offering on Kiosk Arab


3.0 THE COMPANY’S CURRENT PRODUCTION & OPERATIONS MANAGEMENT   CONDITIONS

3.1  Strengths, Weakness, Opportunity, and Threat (SWOT)

3.1.1        Strength

 Promotion

Arab kiosk has strength in terms of promotion. Promotions were done through social sites, websites, blogs, and brochures and make the contest and win.

                       Experienced Workers

In addition, the company also has a number of employees who have more experience and knowledge in the products offered to customers. Indirectly, the customer will receive information about product through visits to the business itself.

·                                                     Strength in business administration

The company has a quality administration because every employee was given the task to carry out their responsibilities and their role in facilitating business activities. Role has been informed and understood by all employees during start work became a major power in managing the business.

·                                                     Price

The price offered for each item is competitive. Price placed view current market conditions. The price offered is also lower than that of competitors in the surrounding area.

·                                                   Business Location

Business location is strategically located in the nearby supermarket Tesco with government offices, private and close to residential areas. So, there will always be customers to buy products.

3.1.1        Weaknesses

·                                                 Does not have regular customers

At the beginning of the business conducted is common that customers are still not aware of the advantages of the products offered. Therefore, the owners and employees must work more aggressively to get customers and business went on to become regular customers.

·                                                 Lack known on customers

Business 'Kiosk Arab' is a less reputable business when compared to other competitors such as Cos way business and the Guardian and others. This is because it is a new business and need to be actively promoting to attract customers in order to penetrate the market and competitors.

3.1.2        Opportunities

·                                               Business opportunities for commercialization

The business is also expected to be commercialized in the market like any other business . It is related to the extra food into popular demand and no matter the age. Business image will be introduced to the public in order to attract customers.

·                                              Products variety

Products offered will be added as further variety types of supplements. By varying the type of product will increase gain on company.

·                                               Development Online

Online business that is gaining attention is an opportunity for businesses to continue to grow. Customers can visit the website provided to them quickly book or see the latest products on offer.

3.1.3        Threats

·                                               Strength of Existing Competitors

Competition with the business of producing the same product posed a threat. Competitors who have long been in the market have a variety of strategies to enhance their business. The business name has been known to cause intense competition ' Kiosk Arab ' to enter the market there.

·                                              New competitors

This business will also compete with new market if the market is there and succeed. A new competitor entering the market is a threat to business. Here are various strategies should be established to ensure that the ' Kiosk Arab ' remains the preferred choice of customers.


3.2 SWOT Analysis Charts

STRENGTHS
WEAKNESSES
·         Promotion
·         Experienced Workers
·         Strength in business administration
·         Price
·         Business Location

·         Does not have regular customers
·         Lack known on customers

OPPORTUNITIES
THREATS
·         Development Online
·         Products variety
·         Business opportunities for commercialization

·         Strength of Existing Competitors
·         New competitors

3.3  Current Problem

The main problem faced by the industry is the skills and training of operators. Many of these industrialists are in rural areas. Usually, it is handled by the operators of the less educated. They use a low- tech technology for not acquiring systematic training and skills. Without appropriate training and skills, low technology industrial development poses a challenge nowadays.

In addition, the industry is facing problems in terms of capital. Most of the industry is facing difficulties to raise capital from private banks because lending conditions are tight and require collateral. In addition, SME entrepreneurs also face capital flows because they just got a credit sale after sale. Therefore, it is difficult to develop this industry.

Another problem faced by the industry is raw material. Sometimes problems in obtaining raw materials at certain seasons restrict the industry. Problem of raw material price fluctuations also affect the cost of production and is seen as a barrier to this industry Development Division.

3.4 Potential problems the company is facing

All business will have a problem in certain times. This problem arises from inside and outside of a business. Problems arising either from within or from outside it has a reciprocal effect is strong and if it is not controlled, will destroy a business

The problems of the small business sector identified are :

3.4.1 Marketing

Small business marketing problems arise due to the intense competition in the market divided by race variables. The atmosphere is further complicated if an industry is considered an easy industry expertise. For example, most new entrepreneurs in the food industry capable of making industrial are undertaking ketchup, yellow noodles or bread.

In addition to competition problems, there are problems associated with marketing channels. The problem arises because of the marketing channel system first, especially small businesses do not get the natives under the auspices of this system and second, because of the attitude to carry their own marketing work. Marketing channel chain problem is a problem that curbs the development of economic activities among the natives.

Another marketing problems faced by indigenous small traders are price competitive problems with other traders. Information obtained indicates the cause of the problem arises from the prices offered by the suppliers. This problem has long been and still exists to this day.

3.4.2 Business location

This problem often faced by new entrepreneurs. The new entrepreneurs do not have experience in the matter of selecting a business site. Normally a decision made based on the advice and experience of traders are long trade.

New entrepreneurs usually take the rental cost of the building or site first when evaluating and determining the location of the business. Potential factor of a subscription and the good name of the place is evaluated after reviewing the site rental cost or strategic business less direct impact on the performance of a particular business implications of the subscription cost.

3.4.3 Quality of work performance

Government agencies, especially those involved in standards work and research have the same opinion with financial institutions about the quality of work among the small manufacturers. Performance quality of this work is the result of a limited capacity among small manufacturers to carry out research work that requires large capital outlays.

3.4.4 Capital financing business

Government agencies involved in entrepreneurship, especially in terms of training and consultancy as Malaysian Entrepreneur Development Centre (MEDEC), National Productivity Centre (NPC) and Mara pose the question of financing as a source of business capital small business problems during or after the commencement of the business. These problems have caused a shortage of working capital. Many times the amount of capital needs identified and planned by entrepreneurs inadequate when business started.

Business capital financing problems indeed are a dilemma to new entrepreneurs. Lack of assets that can be used as collateral and the ability to convince the guarantor is an obstacle to obtaining loan facilities from financial institutions. In addition to the absence of alternative institutions in society also potentially cause problems in the business capital financing to be a dilemma.


3.5 FISH BONE Analysis Charts



4.0  THE COMPANY’S STRATEGY ANALYSIS

4.1  Evaluate the current strategy implemented by the company

4.1.1 IT (information technology)

Many small industry and there are many obstacles to develop the industry. The SME industry must have strategies to make the sale targeted. Many developing strategies to be done increase the sale of products in the Arab Kiosk. The strategies that should be made is to strengthen the use of Arabic product in technology. An Arabic product to market in Malaysia is difficult for people to find and rare found. To facilitate product is marketed Arabic Kiosk use way for the public to visit and find these kiosks with access internet. Kiosks will introduce this stuff in social sites such as the social networking site like Facebook, Blogs and so on.

4.1.2 Worker Training
Employees work for the management company to be considered for launching the sale of goods. Employees who work will be given training and ways to market and promote products to others. Knowledge about the product also needs to know in depth to inform and interact with customers

4.1.3 Diversify Products

Company Kiosk Arab selling a variety of food supplement. To attract customers Arab, goods must be enhanced by looking for items with another .Increase the supplier of these goods will increase the number of customers in the Arab Kiosk required for all items in this Kiosk. Additional products are sold in kiosks will ensure the quality of goods sold and guaranteed of goods.

4.1.4 Effective Promotion

In a business, particularly SMEs need effective promotion to promote their products. Arabian for promotional kiosks will be used to increase sales is by promotion in the newspaper and magazine industry. Kiosk area will create a campaign using flyers and make price promotions for regular customers.

4.1.5 Government Assistance

To encourage the growth of SMEs, government assistance was needed to help SMEs competitive with other competitors. In terms of such financing or bank FAMA agriculture is needed. This will further strengthen the financial and business stability.

4.2 Analyze And Evaluate The Suitable Strategy.

4.2.1 Technology
In the current business environment, cannot be denied that the use of technology brings the importance to improve the competitiveness and performance of SMEs. Due to the age of cutting-edge and in line with the fast moving world to force the industry to move forward in line with developed countries to another. SME entrepreneurs use technology more than any other source to produce a product or service that can meet the needs of consumers and to generate profits and higher income. As such, it is important for SMEs to take steps to modernize and improve the machinery, equipment and operations to improve efficiency and productivity.

4.2.2 Worker Training 

Workers training of SME are very important because the sale that target in skill to promote the goods to the customer.  This worker training to assist SME to identify current and future training needs on systematic basis, leading to preparation of training plan Impart knowledge & skills in conducting training to employees in-charge of human capital development in the SME company use training as business strategy and develop human capital to prepare for future challenges. Effectively training is necessary to strengthen the skills to sell items such as communication skills, skills to give service.

4.2.3 Effective promotion

Public Relations (PR) is a wonderful, cost-effective way to market your business both online and offline. By its very nature, PR utilizes free publicity. To get started, identify magazines, newspapers, radio stations and online websites relevant to Kiosk Arab industry. Next, introduce the business to their various editors/journalists/managers and discuss your area of expertise as well as your desire to share this expertise using their platforms.

Product Arab article/radio discussion/etc. will have the added benefit of putting your brand out there in a subtle, non-intrusive way. The expertise share will lend credibility to this product. Just is sure that thoroughly familiar with the scope of the medium in question as well as its particular target audience.

Do not bombard these contacts incessantly with irrelevant press releases. Build a relationship with them and let them know that you are the go-to person when they are writing a story or discussing an issue in your field. Prior to pitching an idea, ensure that any content submit is newsworthy and relevant. Press releases covered by the media often carry more weight in terms of credibility than does traditional, paid-for advertising. When get media coverage, get permission from the source to upload it into website or include it in your marketing material and messaging, as well as sharing it on social media platforms. This will cause the associated credibility to spill over into these other channels.

4.2.4 Government Assistance

Government also must have to launch a campaign that aims to promote and strengthen the importance of SME brand. Agency responsible for the campaign was SMIDEC and Mara. The establishment of this campaign reflects the government's commitment and determination to promote the development of SMEs in Malaysia. This will encourage SMEs to leverage branding to market products and services to a higher level. The campaign will help SMEs in developing and promoting their products as well as brands can showcase their products to the public through advertisements on the internet, radio, newspapers, banners and so on. By joining the campaign, showed SMI strives continuously to meet customer demand in terms of products and services.

4.3 Identify the most applicable strategy

4.3.1 Technology business

Technology is fundamental to the competition because it is an important factor in differentiating products and also determines the success and quality of SME products. Therefore, it is possible to use technology SME entrepreneurs are able to showcase their business to the international market. This can be seen where technology helps SMEs to explore new markets with minimal cost. By harnessing technology as a means of effective sales and marketing, operators will have to convince customers to buy products can enhance the ability of SMEs as well as SMEs to find new customers, both local and foreign. Using technology, enabling SMEs to become more productive and efficient, and thus more competitive in increasing their contribution to the national economy.

 5.0  THE COMPANY RECOMMENDATIONS

5.1  The Company’s Recommendation (s)

How should the selected strategies being implemented to improve the performance of business can be carried out by increasing efficiency through the spread of the Internet and the development of technology has transformed business operations and leads the world to a new level of trading more efficient and accessible. Now a user can be a vendor at the same time. Therefore, Kiosk Arab can provide opportunities for cooperation between ordinary people with companies to market their products on their platforms. In other words, the website serves as a medium in which individuals can buy and sell any goods. It is a center that offers a wide range of products to meet their daily needs and requirements.

These days, most businesses utilize a variety of social networking platforms, including Facebook Pages, Twitter Profiles, LinkedIn Company Pages, YouTube Channels and Google Pages, to mention but a few. Social media presents a great opportunity to reach your customers on a professional, yet intimate level. Social media platforms provide a place for customers to really get to know the brand ‘“if you do it right. The key to making your social media profiles work for its engagement. Engage customers and they will engage (follow, re tweet, like, share, comment,) with industry. This starts with relevant and interesting content and ends with reciprocity respond and engage to any feedback and they will feel that they matter to you. Word-of-mouth is no less applicable to the virtual space than it is to face-to-face networking. Once customers start engaging with you, your reach and pool of potential customers will broaden exponentially.  Should go without saying that your business needs a website, but many businesses do not have websites because of a general misperception that this is an expensive process.

But a website is no good if your customers can’t find it. It is therefore imperative to employees so that search engines like Google can direct users to your site. While you don’t necessarily need to understand the complex algorithms that search engines use, we should be aware that they are multifaceted and continuously updated. It thus stands to reason that the content of your website should be updated regularly with keyword-rich, relevant content that accurately describes what your business does.

However, simply designing your website for search engines will only take you part of the way. Although your website may be appearing in the top Search Engine Results Pages (SERPs), if it is not attractive and user-friendly, and does not provide the information your customers want, they will not stay on your website for long and, consequently, will not buy from you. Use Google Analytic to monitor the performance of your website and adapt your content offering by analyzing the number of web visitors to your site, the number of unique visitors, the duration of their visits to your website, the number of pages they visit, as well as the bounce rate. 

To enhance the performance of the business in the long run, Kiosk Arab also need to do a promotion where it can launch by selling a cheaper especially during festive seasons such as Chinese New Year, Hari Raya, Deepavali and so on. During the festive season, customers have free time and they can wander in the market. Customers can become members to enjoy more benefits. On the day of the membership, they can make shopping and a chance to win a mystery prize. In this regard, the company will also reduce operating costs to increase sales performance in a long time.

5.2 Step of implementation

Small and medium-sized enterprise (SME) customers and suppliers are increasingly savvy, with high expectations for immediate and personalized service and support. Expectations are rising and yet SMEs are also under pressure to do more with the same or fewer resources.

Important aspects of planning are the process of forming decisions and choose a course of action to solve a particular problem. Decision must be made in the planning process. Analysis must be made for organizational resources and decide how to assign it to achieve these goals in the most effective.

The Kiosk Arab must find new ways to optimize operational efficiency in order to improve productivity and reduce costs.  Between flow or step implementation strategy can be done by using an is Providing Easy Access to Information, Delivering Anywhere, Anytime Access, Creating Effective Business Processes with Partners, Ensuring Regulatory Compliance, and Enhancing Employee Collaboration. The strategy implementation can play a significant role in improving business efficiency by ensuring that customers, employees, and suppliers get secure access to real-time data to improve business decision making and, ultimately, customer service.

5.2.1 Providing Easy Access to Information

Delivering speedy access to information so employees can make solid business decisions is a challenge nearly all SMEs face. Networks that are slow, frequently down, or unsecured don't allow employees to move quickly, which could result in lost opportunities and revenues. For example, Elliance, an online-marketing firm in Pittsburgh, Pennsylvania, had a simple hub-based network which frequently slowed to a crawl when employees downloaded large files. Elliance built a new high-performance network, reducing response time to "milliseconds," says CEO Abu Noaman. As a result, employees can now quickly post and access core business intelligence on customers, vendors, team members, and processes. "Our technology keeps the sales and brand manager in front of the clients at all times," Noaman adds, and that has enabled Elliance to enter new markets while maintaining the same size sales team.

5.2.2 Delivering Anywhere, Anytime Access

SMEs today have to provide employees working out of hotel rooms, airport lounges, remotebranches, and home offices with anywhere access to information. Without it, mobile and remote workers lose valuable time. Worse, sales personnel may have outdated customer information or miss urgent messages informing them of a critical business matter. An Internet Protocol (IP) network connects remote and mobile workers to an SMB's critical applications such as customer-relationship management and sales force automation tools, along with e-mail, instant messaging, and other tools. A unified IP network supplies easy access to application data and can support voice and video applications, too. A virtual private network solution makes remote and mobile access secure.

5.2.3 Creating Effective Business Processes with Partners

Inefficient operations can prevent an otherwise qualified SMB from doing business with some organizations, according to Ventura. For example, some national retailers require their suppliers to follow certain efficiency-enhancing procedures, and SMBs that don't meet the criteria are out of the running. A network with top-notch security and reliability is importance to enabling SMBs to develop efficient business processes that meet their partners' needs, Ventura says.

5.2.4 Ensuring Regulatory Compliance

Government regulations mandating higher levels of customer or patient privacy is another ongoing challenge for companies of all sizes. The Health Insurance Portability and Accountability Act (HIPAA) of 1996, for instance, established standardized methods for the electronic exchange, security, and confidentiality of healthcare data. Seven Counties Services, Inc., a Louisville, Kentucky-based nonprofit organization that provides mental-health support services, deployed a secure IP network for integrated voice, video and data communications. A firewall and intrusion detection system keep patient data secure while IP Communications improves efficiency.

5.2.5 Enhancing Employee Collaboration

Without solid and frequent collaboration among employees, good ideas die and opportunities are missed. The result: Valuable workers, frustrated by the operational inefficiencies that result from poor collaboration, may become disheartened and depart for other jobs. And yet, how does an SMB develop a richly collaborative environment when many employees work remotely or on the go? An IP network with integrated voice, video, data, and wireless communications delivers interactive calendaring, Web-based videoconferencing, IP telephony, and other tools that foster collaboration

5.3  Explain In The Rational And Improvement That Likely To Achieve.

Develop a group of small and medium enterprises (SMEs) are different and have a high degree of competitiveness is the main theme towards sustainable economic growth. SMEs are important in the process of economic development and also play an important role in the production chain. Some advanced economies have succeeded because SMEs are the main part of the national economy, accounting for more than 98% of the organization and contribute over 65% of employment and over 50% of gross domestic product.

Although in Malaysia the figure may be lower, potentially SMEs make a significant contribution to the economy and can provide strong foundations for new industrial growth while strengthening the existing industry for the country's future growth. Management of a business is very important and should be emphasized in order to achieve the target in business. Support of all aspects needed to develop the SME's.

Generally, business management is not only one thing which is important for management but management business is a matter of concern to all parties involved in local companies and multinational corporations to conduct operational planning in local companies and multinational companies and ensure the successful planning involves not only the management of these companies but involve all parties in these companies. If the management is only well versed in business management, but others are not proficient in the operation of the planning was done by management may not be optimal as well. This proven business management is an important aspect that can affect the planning of local companies as well as multinational companies if all parties are not skilled in business management companies may not be able to do good planning and can cause losses in companies.

6.0 REFERENCES

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Jasminum Sambac (2010). faktor-faktor mempengaruhi kejayaan IKS. Retrieved from
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Food Safety Authority of Ireland, Abbey Court, Lower Abbey Street, Dublin 1. (2010).  Food    Safety Authority. Food Supplement.
Retrieved from  http://www.fsai.ie/faq/food_supplements.html

Haizer,J.Render,B. (2011) . Operations Management. 10 th Edition. New York : Pearson
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Cisco (2011). Five Ways to Improve Your Company's Efficiency .Retrieved from
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       Laman Web Rasmi SME. (2013). Definition of SME. Retrieved from