...Introduction Penang Mutiara Hotel is one of the luxurious hotels in South-East Asia. Mutiara Hotel is owned by Pernas-OUE of Malaysia. Mutiara name means pearl. Penang Mutiara Beach Resort located on a prime beachfront at Teluk Bahang, Penang, or known as glowing bay. It will herald a new standard for an Asian resort hotel. Mutiara Hotel was ranked 19 of 91 hotels in Penang Island. Mutiara Hotel was five-star resort in the Teluk Bahang, Penang. The hotel has been close down on 27 March 2006 for the renovations. Unfortunately, the Penang Mutiara Beach Resort is still closed until now because the renovation. Mutiara Hotels was opened at Johor Bharu. Mutiara Hotel Johor as ranked 5 of 70 hotels. 1.0 The role that the operations function can play to achieve strategic success Planning means deciding what to do, how to do it, when to do it and who will do it. Through planning the organization move its present position to a desired position and helps it prepare itself to reach that position by assembling the resources necessary. Mutiara Hotel needs to set the goals and objective for the hotel and need to develop most appropriate strategies to achieve them. The management need to analyze internal and external factors that may affect the company. The financial and the technical status need to be considered and then plans need to be implemented. Organizing means deciding on a course of action, the detailed organizing of the human and materials resources takes place. With...
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...Operations Objectives at the Penang Mutiara Executive Summary This report is analyzing the operations objectives at the Penang Mutiara case study describing the team thoughts of how the hotel's management will: make sure that the way it manages the hotel is appropriate to the way it competes for business, and implement any change in the strategy and develop its operation so that it derives the long- term strategy of the hotel. In addition, the report addresses how the performance objectives might have internal benefits; and a concept from OM chapters was applied in the case. The report found that the way the management manages the hotel is appropriate to the way it competes for business. It shows that in order to implement any change in the current strategy, the hotels' management can make alliances or commercial agreements with other business, develop automatic system to offer services and payments and establish a database and provide membership with loyal customers being offered more free services or better prices or awards. The report also shows that adopting the performance objectives are very beneficial to Penang Mutiara. I. Introduction Though there are many luxurious hotels in the South- East region, the Penang Mutiara is considered one of the leading hotels in that region. This is because of a number of factors, including its differentiated strategy, good management, motivated employees and stylish design that support the luxury atmosphere. The aim of this report...
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...believe that being a leading hotel in Southern Asia, Penang Mutiara have successfully managed to position itself as one of the most prominent hotel in this highly competitive industry. It is apparent that the hotel’s management has set a clear vision that recognizes the importance of well managed operations; that assures providing first class services for their demanding customers. Penang Island has always been a popular tourist destination; according to (1) the island attracted 5.96 million tourists, ranking third in tourist arrivals in Malaysia in 2009. And considering neighbouring competitors that are embracing similar pricing and service strategies; like Eastern & Oriental, and Shangri-La's Rasa Sayang Resort (2), Penang Mutiara intends to provide flawless quality of services, and to align its strategy with its customers’ needs, in order to provide a value-added personal experience that revives customer’s retention. The Penang Mutiara management has implemented a perfect service quality strategy that the lean on to gain competitive advantage: “it is impeccable service which gives us our competitive advantage, not price.” The hotel invests on resources to retain regular guests rather than attracting new ones; by means of providing impeccable quality of services. This strategy guarantees maintaining high occupancy levels; which in turn saves costs, while attaining reasonable profitability. In order to achieve that, Penang Mutiara hotel management draw some basic standards for its...
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...1. Introduction Penang Mutiara is made up of a 285 sq km island and a 760 sq km strip of coastal land strategically located on the north-western coast of Peninsular Malaysia. Penang Island is linked to Province Wellesley on the mainland by the Penang Bridge and a 24-hour ferry service. The island derived its name from the betel nut palm commonly grown here. While Mutiara is the literal Malay translation of “Pearl of the Orient”. Heralded as one of the most luxurious hotels in South-East Asia. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels. Penang Mutiara wants to give to its customer the quality of service. And it also wants to give everything what its guests’ wants and needs. Penang Mutiara’s objectives are to give fast response to every customer request), to keep its promise to be of service to their guests and to be flexible to every guest request. The hotel believes that it is the impeccable customer service they are giving to their guests which gives them competitive advantage. The hotel is very careful never to compromise the quality of its service in order to cut costs. Good service means that guest shall return again and again. The more guests, the higher utilization of rooms and restaurants, so in the end, it’s the quality of their service is what keeps the hotel’s volume high and costs low. Speed Speed means do thing fast. Speed means fast response to requirements of external customers or new conditions, speedy decision...
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...BACKGROUD OF THE STUDY Mutiara Beach Resort Penang heralds a new standard for Asian resort hotels. Located on a prime beachfront at Teluk Bahang, otherwise known as the 'glowing bay', it nestles in 7.3 hectares (18 acres) of landscaped tropical greenery. All 438 of its spacious rooms enjoy sea and garden views. Here in this paradise of comfort and luxury, it has been claimed that nothing is unusual. The name Mutiara means 'pearl' and is also a term of endearment in the Malay language. A perfect description for an extraordinary resort with a lively Malaysian personality. Penang Mutiara is one the luxurious hotels in South-East Asia. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels.Penang Mutiara wants to give to its customer the quality of service. And it also wants to give everything what its guests’ wants and needs. Penang Mutiara’s objectives are to give fast response to every customer request (SPEED), to keep its promise to be of service to their guests (DEPENDABILITY), and to be flexible to every guest request. The hotel believes that it is the impeccable customer service they are giving to their guests which gives them competitive advantage. The hotel is very careful never to compromise the quality of its service in order to cut costs. Good service means that guest s return again and again. The more guests, the higher utilization of rooms and restaurants, so in the end, it’s the quality of our service which keeps the...
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...IME 6120 PRODUCTION OPERATIONS MANAGEMENT SAKETH REDDY DUMPALA WMU ID #068431546 Case Study-2 1(a) The Penang Mutiara which is located on the lush greens of the Indian Ocean coast of Malaysia is one of the most luxurious hotels of South-East Asia. This hotel is owned by PernasOUE of Malaysia and managed by Singapore Mandarin International Hotels. This luxurious hotel gives its best quality of service to its customers. According to the Penang Mutiara hotel the quality of service means helping guests sort out their own problems. The hotel always tries to cut down their costs by increasing the volume, speed and flexibility. There are many situations described in the case study which shows the quality of service being offered by the hotel to its customers. This strategy helps them to be competitive enough to maintain their business. 1(b) The present strategy followed by the hotel management is yielding them many customers. There is still a scope for any organization to improve its profits by increasing the volume of customers. The hotel has to maintain a long term relationship with its existing and new customers. They can create a website as a part of promotion and also they can make the payments online. They also can attract customers by offering some exciting packages. They must not compromise in quality in order to keep the cost low. 1(c) The development of operations of the hotel which drives them in its long term strategy is as follows: i. ii. iii. iv. v. Appropriate Training...
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...development, and get more success, Penang Mutiara has to: - Expand its business in other areas to acquire more market shares against other high-class and strong competitors in the whole Asia region, or even in the world; - Offer the differentiation, high standard quality and characteristic hotel services, and comfortable environment for customers. - Pitch itself as an "up-market" end hotel business that targets customers are those who are high income and high consuming individuals, and the high class business and political unions or organizations. b) implement any change in strategy - Through concession and alliance with other business such as tour companies, ocean & safari theme park, movie companies, golf or car club, complete set of hotel industry which is gathering tour, amusement, business exploiture, relaxation together. - Complete foundational services, such as transporting line services; wireless internet; - Diversifying its services to satisfy different demands of customers, such as offering difference holiday traveling packages; seasoning conference market different packages; diversified types of foods. - Develop automatic system to offer, services and payment - Form registering membership with loyal consumers who can be offered more free services or good price and receiving the latest promotion information. - Expand existing business to developing e-business; alliance other hotels in other areas; c) develop his operation so that it drives the long-term...
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... 105, Mutiara Inn, Politeknik Seberang Perai, Jalan Permatang Pauh, 13500 Permatang Pauh, Pulau Pinang Telephone number : 04-55649860 Fax number : 04-55649870 Email : serimutiaraspa@gmail.com EXECUTIVE SUMMARY 1.0 INTRODUCTION Professional women today must juggle a great deal of responsibilities in the home and in the workplace. Women with schedules that are stretched very thin lack the personal relaxation and balance that their bodies and minds require to be healthy. Currently, busy women often use day spas in an attempt to fulfill their physical needs for relaxation and stress relief. However, day spas, and the services they provide, are becoming more and more uniform only offering the basic massages, facials, and body wraps. Most women feel that if they have been to one day spa for physical relaxation, they have been to them all. Isn’t there a better relaxation solution out there that caters to both the physical and emotional relaxation needs of today’s modern woman? The answer is yes, and the solution is Seri Mutiara Spa. isn’t a day spa for professional women it is a wellness facility centered on its signature Asian Wellness Springs. Seri Mutiara Spa goes beyond the services provided by a day spa by offering its female guests access to the Wellness Springs and specialty saunas, in addition to unique spa services and a retail center. 1.1 NAME OF THE COMPANY : Seri Mutiara Spa, Mutiara Inn. 1.2 NATURE OF BUSINESS : Seri Mutiara Spa is a...
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...owned by the Federal Government through the Minister of Finance (Incorporated). The other shareholders are the State where the Hotel Seri Malaysia. To safeguard the interests of the Federal Government and the State Government, RHSM is responsible for determining policy for hotel management and franchise system to make sure the policy adhered to by the parties. Type of business The franchise system called System Francais Hotel Seri Malaysia has several main objectives include encouraging small entrepreneurs, especially Bumiputera entrepreneurs to venture into the tourism industry; provide simple accommodation for local and international tourists as well as improve the quality of services provided by the hotel in addition to the category of simple be a catalyst for private entrepreneurs to invest in this area. Section 6 (d) of the Audit Act 1957 requires the Auditor General to conduct an audit to assess whether the activities of Government managed efficiently, economically and in line with objectives. The audit included various activities such as construction, maintenance, law enforcement, procurement, asset management, tax management and improvement of socio-economic program. Under the Hotel Seri Malaysia Franchise System, Franchisor RHSM is the owner of the system and also the owner of Hotel Seri Malaysia while the franchisee (hotel operator) also is an individual Bumiputera individuals appointed to manage the Hotel Seri Malaysia Hotel Seri Malaysia Franchise...
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...PARIS GRADUATE SCHOOL OF MANAGEMENT MBA Case Study – Assignment 1 Operations objectives at the Penang Mutiara There are many luxurious hotels in the South-East Asia region but few can compare with the Penang Mutiara, a 440 room top-of-the-market hotel which nestles in the lush greenery of Malaysia’s Indian Ocean Coast. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels, the hotel’s General Manager is Wernie Eisen, a Swiss hotelier who has managed luxury hotels all over the world. He is under not illusion about the importance of running an effective operation. ‘Managing a hotel of this size is an immensely complicated task,’ he says. ‘Our customers have every right to be demanding. They expect first-class service and that’s what we have to give them. If we have any problems with managing this operation, the customer sees them immediately and that’s the biggest incentive for us to take operations performance seriously.’ ‘Our quality of service just has to be impeccable. First of all this means dealing with the basics. For example, our staff must be courteous at all times and yet also friendly towards our guest. And of course they must have the knowledge to be able to answer guests’ questions. The building and equipment, in fact all the hardware of the operation, must support the luxury atmosphere which we have created in the hotel. Stylish design and top-class materials not only create the right impression but, if we choose...
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...pursue opportunities and overcome threats. In order to strengthen this report about the Nestle Company, there are several method to analysis the data that has been conducted, which is included such as PEST analysis, Porter’s 5 Forces model and SWOT analysis. By the end of this assignment, future strategy will be mentioned as well as our recommendations about Nestle Company that will fit into strategy orientation in order to perform well. And also to develop and implement its learning approach as the chosen large company by using different strategy. Corporate Profile and Summary: Nestle (Malaysia) Berhad Nestle (Malaysia) was established by Nestle Group (Nestle) began in Malaysia in 1912 as the Anglo-Swiss Condensed Milk Company in Penang and later, growth and expansion made a move to Kuala Lumpur necessary in 1939. Nestlé's commitment to providing quality products to Malaysians dates back almost 100 years ago. Translated from German, Nestlé means little nest and the now-famous symbol is universally understood to represent nurturing and caring, security, nourishment and family bonding. These attributes are still the guiding legacy for the company Henri...
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...marketplace. It means the management assesses its resources and ask questions about their capabilities such as “What can we do best?” and “What can our engineer design?”. Next is sales orientation. Sales orientation is based on the ideas that people will buy more goods and services if aggressive sale techniques are used and that high sales results in high profits. In the other hand, market orientation is based on the understanding that a sale does not depend on aggressive sales force but rather customer’s decision to purchase a product. Besides that, market management philosophies also consists societal marketing orientation. Societal marketing orientation is based on satisfying the customer’s wants and needs and to meet organizational objectives and also preserve or enhance individuals’ and society’s long-term best interests. Nestlé Nestlé was found in 1886 by Henri Nestlé. It started off with initiatives to produce infant formula and grew into a multi-national cooperation worldwide. Nestlé has more than 250,000 employees and factories worldwide. Nestlé's commitment to provide quality products to Malaysians almost 100 years ago. Nestlé began in Malaysia in 1912 as the Anglo-Swiss Condensed Milk Company...
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...CHAPTER 2 OVERVIEW ON IBS 2.0 INTRODUCTION This chapter will cover on the basic theories of the Industrialised Building System like the definitions, characteristics, types and the advantages of IBS. All of the information is important in improving on the understanding of this industrialised building system, in general. 2.1 DEFINITIONS Researches have interpreted IBS differently according to their understanding. Thus, resulting in various definitions of IBS. Among the early ones is Junid (1986) who proposed that IBS is a process by which the building components are planned, conceived, fabricated at the factory, and being transported and erected on site. The system has both the software and hardware, including system design, which is a complex process of studying the requirement of the end user, the market analysis as well as the development of the standardized component. Another researcher named Paris (1997) defined IBS as a system that uses an industrialised production technique, either in the production of component or during the assembly of building, or both. In addition, IBS is defined as a construction process that utilises techniques, products, components, or building system that involves prefabrication work, be it off-site or on site, under controlled environment, and being transported, positioned, and on-site installation with minimum site works. This definition is defined by the IBS roadmap (2003). Besides, other researches named Rahman and Omar...
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...Retail Sukuk KNOWLEDGE PACK INVESTORS ARE ADVISED TO READ AND UNDERSTAND THE CONTENTS OF THIS KNOWLEDGE PACK. IF IN DOUBT, PLEASE CONSULT YOUR PROFESSIONAL ADVISER. 21 JULY 2014 Important Notice This document is prepared for investors’ information purposes only on the exchange traded Sukuk to be issued by DanaInfra Nasional Berhad (“DanaInfra Retail Sukuk”). The information within this document does not constitute an offer, recommendation or solicitation to buy or sell DanaInfra Retail Sukuk elaborated in this document. It does not claim to contain any advice or complete information on DanaInfra Retail Sukuk, nor is it a substitute for professional investment advice. As such, it is strongly recommended that you seek professional advice with regard to the investment and the risks associated with investing in DanaInfra Retail Sukuk. Please note that the information contained in this document is deemed to be accurate to the best of our knowledge as of the date of publication as stated on the front cover. DanaInfra Retail Sukuk is an investment product offered to the public in Malaysia. The public should not rely on the information contained in this document and are urged to do your research as deemed appropriate before making any investment decision. Factual statements in this document are made as of the date stated and are subject to change without notice. DanaInfra Retail Sukuk prices may go up as well as down. There are fees and charges involved and...
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... * Goal Five: Have developed a range of research skills and project capabilities * Goal Six: (Specialist programmes only) Have developed specialist knowledge about the theory and practice of your programme of study All of the learning that takes place within modules is designed to enable you to achieve the above goals and your assessment tasks are mapped directly to these goals as outlined in each assessment brief. OUTLINE STUDY PLAN 2012/2013 | | Global Supply Chain Management MO0255 | S01 | Week | Lectures | Lecture Topic | Seminar | Recommended Reading | Directed study | 1 | Lecture 1 | Module Introduction | Making the groups of 4-5 studentsCase Study ReviewIntroduction to operation management (Operation Objectives in the Penang Mutiara Hotel) | Slack, N. (2010), sixth Edition, Chapter 2 | -Reading the TLP carefully-Reading stipulated chapters 1, 2 and 3 of the Slack, N. (2010). | | Lecture 2 | Introduction to Global Supply chain and management | | Slack, N. (2010), sixth Edition, Chapter 13 | -Evaluate the supply chain performance in “Siemens”-Evaluate the global sourcing policy within “Levi Strauss” | 2 | Lecture 1 | SC Performance measurement | Case Study ReviewGlobal Supply Chain managementSupplying Fast Fashion (C13, Slack) | Slack, N. (2010), sixth Edition, Chapters 13 & 17. | -Evaluate the SCOR model and its application in BP, Shell, Siemens AG. | | Lecture 2 | Supplier Development | |...
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