SME

news

For business. For growth. For life.

SME Bank to overcome the

access to financing issues
YBhg. Datuk Mohd Radzif

K DN No : PP18554/09/2014(033986) - Vol. 6

SME BANK
Scores Big Time
at ADFIAP Awards

Rumah Terbuka
SME Bank

Not For Sale

No. Permit KDN: PP18554/09/2014 (033986)

Contents

Editorial Team

From the Desk of GMD

Advisor
Datuk Mohd Radzif Mohd Yunus

Corporate Happenings

Executive Editor
Khairil Anuar Muhammad Anuar
Editor
Abdul Latiff Puteh
Contributors
Saripah Radziah Sayed Hamid
Sarah Hanis Abdullah Sani
Hayati Abu Seman
Ahmad Azuar Zainuddin
Asrin Aspuri
Photographer
Wan Badaru Sukry Wan Abdullah
Printing
Wai Xin Industries Sdn. Bhd. (611508-K)
No. 23, Jalan PBS 14/13,
Tmn. Perindustrian Bukit Serdang,
43300, Seri Kembangan,
Selangor
T: +603 8945 7477

Published by

Small Medium Enterprise Development Bank

Malaysia Berhad (49572-H)
Menara SME Bank Jalan Sultan Ismail
50250 Kuala Lumpur, Malaysia
T: +603 2615 2020 F: +603 2698 1748
www.smebank.com.my

03

04 SME Bank Scores Big Time at ADFIAP

Awards

06 SME Bank to overcome the access to

financing issues YBhg. Datuk Mohd
Radzif

07

SME Bank Receives Top FI Partner

Awards from CGC

08 Rumah Terbuka SME Bank

10 Program Mengimarahkan Ramadan
SME Bank

14

SME Bank Baik Pulih Rumah Golongan

Asnaf

15

Sambutan Hari Kebangsaan

26

Corporate Visits

27

Strategic Collaborations

Enterprise Trails
16

SME Bank bantu vendor @ GLC

Explorace 2016

17

Ekspo Keusahawanan Jeli 2016

18

Kumpulan SME Bank sertai SMIDEX

2016

Issues of Interest
19 Forces of Change

CEDAR
23

CEDAR Mindlab Series : Survival

Instincts in Business

24

Konsep Baru Kedai Fizikal

From the desk of

GMD

Assalamualaikum and Salam Sejahtera

Entering the third quarter of 2016, we continue

to plough our way and reach the underserved
and unserved segments of the SMEs. The efforts
undertaken thus far have started to show some
results. The Outreach Programmes that SME Bank
undertook in the first half of the year saw the
Bank approving financing worth RM490 million to
175 applicants as at August 2016. These numbers
are expected to be higher by year end.
At the operational front, SME Bank continues
to improve its service delivery by introducing a
new engagement mobile application called
the 4SME. Applying the concept of FinTech, the
4SME can be categorised as one of the initiatives
under the National Blue Ocean Strategy (NBOS)
introduced by the government. The mobile app
is equipped with preloaded interview questions
as a reference for the Banks officer to collect
data, accessible during online and offline mode
to enable the officer to upload photo and
information during their site visits that will lead to
a speedy approval process. The 4SME app is also
synchronised with the Banks internal system, the
Financing Origination System (FOS) which allows
the officer to quickly and easily access and
review the customers contact details, location,
financing amount and payment information. In
addition to the 4SME mobile application, the Bank
is also enhancing its Customer Service Contact
Centre system with the objective of improving
customers experience when dealing with the
Bank. This system enhancement is expected to
be operational before end of September 2016.
In our effort to reach a wider target group,
SME entrepreneurs are highly encouraged
to take advantage of the current financing
programmes that SME Bank is promoting through
its comprehensive Advertising and Promotions
Campaign. Specifically, SME entrepreneurs can
consider our Working Capital Guarantee Scheme

(WCGS), i-Enterprise Premise Financing (i-EPF)

and the various financing options for contractors
that are available for them to use and expand
the business.
I am grateful that these efforts were recognized
by the stakeholders and proven by the awards
we received recently. The Bank received
two accolades from the Credit Guarantee
Corporation Malaysia Berhad (CGC) namely,
the Top FI Partner Awards 2015 for Overall
and Development Financial Institutions (DFIs)
Categories. This recognition will spur us to
continue challenging ourselves and implement
various new initiatives in our effort to deliver the
mandate of nurturing and growing the SMEs as
envisaged by the Government.
Thank you
Datuk Mohd Radzif Mohd Yunus
Group Managing Director,
SME Bank

SMENews

Corporate Happenings

SME Bank

Scores Big Time

at ADFIAP
Awards

ix members of the Association of

Development Financing Institutions in
Malaysia (ADFIM) walked away with nine
awards from 10 different categories in addition
to Individual Awards and Special Awards
presented during the 39th Annual Meeting
of the Association of Development Financing
Institutions in Asia and the Pacific (ADFIAP)
held in Apia, Samoa from 2 to 5 May 2016. The
six member institutions were SME Bank, Bank
Pembangunan Malaysia Berhad, Agrobank,
Perbadanan Nasional Berhad (PNS), Credit
Guarantee Corporation Malaysia Berhad and
Tekun Nasional. Leading the group in receiving
the awards was Datuk Mohd Radzif Mohd
Yunus, the Group Managing Director of SME
Bank who received the Outstanding CEO of
the Year 2016 Award.

SMENews

ADFIAP is the focal point of development

banks and other financial institutions
engaged in the financing of and advocacy
for sustainable development in the AsiaPacific region. Founded in 1976, ADFIAP
currently has 100 member-institutions in
39 countries and territories. Due to the
important role undertaken by ADFIAP, it has
been recognized by the United Nations
Economic and Social Council as an NGO
in consultative status. SME Bank is very
honoured to receive the award and strives
to work harder in ensuring that Malaysias
SMEs receive sufficient financial assistance
as well as developmental programmes that
will elevate their business to the next level.

Corporate Happenings

f Winners
List o

Datuk Mohd Radzif Mohd Yunus,

Group Managing Director, SME Bank
Outstanding CEO of the Year
Small Medium Enterprise Development
Bank Malaysia Berhad (SME Bank)
Human Capital Development Award for
Graduate Entrepreneur Fund or Tabung
Usahawan Siswazah (TUS) Programme
Special Award for Best Sustainability
Report.

Credit Guarantee Corporation Malaysia

Berhad
Infrastructure Development Award
for BizWanita-i Financing for Women
Entrepreneur Programme
Special Award for Best Website

Agrobank Malaysia Berhad

Financial Inclusion Award for
Agriculture Community and
Underserved Segment Programme

Bank Pembangunan Malaysia Berhad

(BPMP)
Outstanding Development Award for
Perdana Putra High Performance
Green Building and Private Finance
Initiatives (PFI) in Education Sector

Perbadanan Nasional Berhad (PNS)

SME Development Award for Business
in Transformation (BIT) Programme

TEKUN Nasional
Local Economic Development Award
for Program Mentor-Mentee.

SMENews

Corporate Happenings

SME Bank
to overcome
the access to
financing issues

- YBhg. Datuk Mohd Radzif

btaining sufficient financing is a major issue for

SME entrepreneurs. In view of this, SME Bank has
intensified its Customer Outreach Programme to ensure
no SMEs are left behind. Driven by its mandated role
to serve the unserved and underserved SMEs, SME
Bank continued to conduct the Customer Outreach
Programme for the second series this year. Started on 31
May 2016, the outreach programme is not only meant
for SME Bank to nurture new customers but also provides
a networking platform amongst the entrepreneurs
whereby they can establish new business partnerships
and expand their business horizon.

SMENews

Corporate Happenings

SME Bank Receives

Top FI Partner Awards

from CGC

SME

Banks hard work in assisting the

SMEs was recognized by Credit
Guarantee Corporation Malaysia Berhad (CGC)
who bestowed the Bank with two accolades
namely the Top FI Partner Award (Overall) and
Top FI Partner Award for Development Financial
Institutions (DFI). YBhg. Datuk Mohd Radzif Mohd
Yunus received the award from YB Datuk Johari
Abdul Ghani, Minister of Finance II on 1 June
2016 in a ceremony held at One World Hotel,
Kuala Lumpur.
SME Bank is very honoured to receive the
award and strive to work harder in ensuring
that Malaysias SMEs receive sufficient
financial assistance as well as developmental
programmes that will elevate their business to
the next level.

SMENews

Corporate Happenings

Majlis Rumah Terbuka Hari Raya

SME Bank

eramai lebih 600 orang telah menghadiri majlis

Rumah Terbuka Hari Raya SME Bank pada 22
Julai 2016. Berlangsung di Aroma Cafe by
Eden, para pengurusan kanan serta staf
SME Bank telah mengambil kesempatan
ini untuk beramah mesra bersama
tetamu sambil menjamu selera
dengan pelbagai juadah yang
disediakan. Turut hadir bagi
memeriahkan lagi majlis ialah
YB Datuk Ahmad Maslan,
Timbalan Menteri (Industri),
Kementerian
Perdagangan
Antarabangsa dan Industri
dan YB Datuk Chua Tee
Yong,
Timbalan
Menteri
(Perdagangan) Kementerian
Perdagangan Antarabangsa
dan Industri.

SMENews

Corporate Happenings

SMENews

Corporate Happenings

Program

Mengimarahkan

Rmdn
SME Bank

SME

Bank telah melaksanakan pelbagai

aktiviti Tanggungjawab Korporat
bagi mengimarahkan Ramadan untuk tahun
2016.
Gotong Royong Membersihkan Tanah
Perkuburan Islam
Seramai 24 orang sukarelawan dari SME
Bank telah bergotong royong untuk
membersihkan tanah perkuburan Islam di
Jalan Sungai Lembing, Semenyih. Aktiviti ini
diadakan sebagai persiapan bagi kaum
keluarga menziarahi tanah perkuburan
di bulan Syawal. Program ini turut disertai
oleh ahli-ahli kariah dari Masjid Raja Muda
Musa, Semenyih. Turut hadir sebagai wakil
Pengurusan Kanan SME Bank ialah Encik
Shahrir Amran, Pengarah Pengurusan Modal
Insan Kumpulan.

SMENews

10

Corporate Happenings

Sumbangan Zakat Untuk Golongan Asnaf

Bagi memeriahkan sambutan bulan
Syawal untuk golongan yang kurang
berkemampuan,
SME
Bank
telah
menyumbangkan
zakat
berjumlah
RM80,000.00 yang diagihkan kepada
golongan asnaf di empat kawasan
Parlimen iaitu Pekan, Tambun, Pontian dan
Ledang.

Warga SME Bank dan Kolej Komuniti Selayang Masak Bubur Lambuk
Buat julung kalinya SME Bank telah bekerjasama dengan pelajar dan pensyarah dari Jurusan
Kulinari, Kolej Komuniti Selayang untuk bergotong-royong memasak bubur lambuk di perkarangan
Menara SME Bank pada 14 Jun 2016. Sebanyak 1500 pek bubur lambuk telah diagihkan
kepada orang ramai pada hari tersebut. Program ini turut disertai oleh Pengerusi, Pengarah
Urusan Kumpulan dan pengurusan kanan SME Bank. Kerjasama bersama Kolej Komuniti ini
merupakan kesinambungan daripada Program 90-Days Biz Challenge yang merupakan sebuah
pertandingan inovasi keusahawanan untuk pelajar Kolej Komuniti di seluruh negara.

SMENews

11

Corporate Happenings

Sumbangan Pek Makanan Berbuka

Puasa
SME Bank meneruskan lagi aktiviti
mengagihkan pek makanan Berbuka
Puasa kepada orang ramai dan
golongan gelandangan di beberapa
lokasi di sekitar Kuala Lumpur. Sejumlah
1,100 pek makanan telah diagihkan
di Terminal Bersepadu Selatan (TBS),
Pusat Transit Gelandangan Kuala
Lumpur, surau di UTC Pudu Sentral
dan di Masjid Albukhary, Jalan Hang
Tuah, Kuala Lumpur.

Sumbangan Barangan Makanan,

Pakaian dan Solat Kit oleh Staf SME
Bank
Program mengimarahkan Ramadan
turut disertai oleh staf SME Bank yang
telah memberi sumbangan barangan
makanan, pakaian dan kelengkapan
solat yang telah diagihkan kepada
pusat penjagaan anak-anak yatim,
warga emas dan juga ibu tunggal.

Program Ramadan di Cawangan SME Bank

Cawangan-cawangan
SME
Bank
di
setiap negeri juga tidak ketinggalan
dalam mengadakan pelbagai Program
Mengimarahkan Ramadan untuk golongan
asnaf dan masyarakat setempat. Setiap
cawangan telah menerima wang zakat
berjumlah RM2,000.00 dan peruntukan bagi
program tanggungjawab korporat sebanyak
RM500.00.
Selain
dari
menggalakkan
sedekah dan amal jariah, aktiviti ini juga
memupuk
semangat
kesukarelawanan
dan sifat prihatin terhadap golongan yang
kurang berkemampuan.

SMENews

12

Corporate Happenings

SMENews

13

Corporate Happenings

Sumbangan Hari Raya untuk Angkatan

Tentera Malaysia (ATM)
Sebagai warga korporat yang prihatin
dan menghargai jasa anggota Angkatan
Tentera Malaysia (ATM), SME Bank sekali
lagi
menyertai
Majlis
Penyampaian
Sumbangan Bungkusan Hari Raya Aidilfitri
2016/1437H. Encik Khairil Anuar Mohamad
Anuar, Pengarah Pengurusan Strategik
Kumpulan telah menyerahkan sumbangan
bernilai RM7,000.00 kepada YB Datuk
Seri Hishammuddin Tun Hussein, Menteri
Pertahanan Malaysia pada 21 Jun 2016 di
Wisma Pertahanan. Turut hadir di majlis ini
adalah YABhg. Datin Paduka Seri Rosmah
Mansor, isteri Perdana Menteri merangkap
Yang Di-Pertua BAKTI.

SME Bank Baik Pulih Rumah

Golongan Asnaf

SME

Bank telah mengagihkan zakat

bernilai RM57,300.00 kepada 7
orang asnaf terpilih bagi tujuan membaik
pulih rumah mereka. Program ini telah
dilaksanakan dengan kerjasama Islamic
Relief Malaysia (IRM), sebuah badan NGO
yang banyak menjalankan kerja-kerja amal
di Malaysia dan juga di luar negara. SME
Bank juga turut memberi sumbangan zakat
sebanyak RM5,000.00 bagi menggantikan
lantai dan siling yang telah reput di Surau
Taufikiah, Hulu Langat. Sumbangan zakat
tersebut telah diserahkan oleh YBhg. Tan Sri
Faizah Mohd Tahir, Pengerusi SME Bank pada
16 Mac 2016 di Dewan Orang Ramai Dusun
Tua, Hulu Langat, Selangor.

SMENews

14

Corporate Happenings

Sambutan Hari Kebangsaan

Semai Semangat Sehati Sejiwa

ertandingan mencipta slogan mengenai

erti kemerdekaan menjadi aktiviti utama
sambutan Hari Kebangsaan ke-59 bagi warga
kerja SME Bank. Sebanyak 52 penyertaan telah
diterima dan slogan berbunyi, Kemerdekaan
bermakna, Sehati memorikan perjuangan silam,
sejiwa mengiltizamkan kecermerlangan dan
senegara mencipta visi masa depan telah
membawa kejayaan kepada Faza Iskandar
Sapari yang membawa pulang hadiah wang
tunai bernilai RM300.00.

Souq dan menjemput enam pengusaha trak

makanan (food truck) dan 15 peniaga lain untuk
berniaga di perkarangan Menara SME Bank.
Sambutan Hari Kemerdekaan SME Bank ini
telah dimeriahkan dengan kehadiran YB Datuk
Haji Ahmad Bin Haji Maslan, Timbalan Menteri
Perdagangan Antarabangsa dan Industri bagi
merasmikan majlis dan menyampaikan hadiah
kepada para pemenang pertandingan.

Beberapa aktiviti lain juga telah diadakan bagi

memeriahkan majlis sambutan Hari Kebangsaan
seperti pertandingan pakaian beragam yang
melibatkan anak-anak staf SME Bank dari
Taska Pintar dan juga sesi mendeklamasi sajak.
SME Bank dengan kerjasama Kelab Sukan dan
Rekreasi juga telah menganjurkan Merdeka

SMENews

15

Enterprise Trails

SME Bank bantuVendor

di

GLC2016
Explorace

ementerian Perdagangan Antarabangsa

dan Industri (MITI) dengan kerjasama
Sime Darby Berhad dan Malaysian Industrial
Development Finance Berhad (MIDF) telah
menganjurkan program 2016 GLC Explorace
pada 5 Mei 2016 di Grand Ballroom, Pusat
Konvensyen Sime Darby, Kuala Lumpur.
Bertemakan "Inovasi Ke Arah Kelestarian
Global, program yang dianjurkan bagi tahun
keempat ini telah dirasmikan oleh YB Datuk
Haji Ahmad bin Haji Maslan, Timbalan Menteri
Perdagangan Antarabangsa dan Industri
(Industri).
Sepanjang program berlangsung, SME Bank
telah memberikan khidmat nasihat dan sesi
padanan perniagaan kepada usahawan
yang hadir.

SMENews

16

SME Bank

Enterprise Trails

Ekspo
Keusahawanan
Jeli

2016

ada 26 28 Mei 2016, SME Bank telah menyertai Ekspo Keusahawanan Jeli 2016 bersempena
Minggu PKS Peringkat Kebangsaan 2016 bertempat di Sekolah Kebangsaan Gemang,
Jeli, Kelantan. Program ini dianjurkan oleh MITI dan agensi dengan kerjasama beberapa
agensi kerajaan yang lain. Penganjuran Ekspo ini menggabungkan elemen keusahawanan,
kebudayaan, kerohanian dan sukan. Ekspo ini juga memberikan pendedahan kepada usahawan
mengenai bentuk bantuan yang disediakan oleh kerajaan dan agensi-agensinya.
Antara aktiviti menarik yang dijalankan sepanjang program berlangsung adalah pameran serta
jualan PKS, karnival kerjaya dan temuduga terbuka, persembahan busker, ceramah agama,
seminar keusahawanan dan pelbagai lagi aktiviti menarik. Ekspo ini telah dirasmikan oleh YB
Dato Sri Mustapa Mohamed, Menteri Perdagangan Antarabangsa dan Industri (MITI) merangkap
Ahli Parlimen Jeli.

SMENews

17

Enterprise Trails

Kumpulan SME Bank

sertai
MITI

SMIDEX

dan SME Corp sekali lagi telah

menganjurkan SMIDEX 2016 yang
ke-20 pada 17 19 Mei 2016 yang lalu. Seperti
setiap tahun, SME Bank melalui Pusat Wilayah
Kuala Lumpur, Pusat Wilayah Selangor dan
CEDAR telah menyertai pameran ini bagi
mempromosikan program pembiayaan dan
latihan keusahawanan yang disediakan khas
untuk usahawan PKS.

SMENews

2016

18

Issues of Interest

FORCES OF

CHANGE
F

uture survival of business depends on

responding to the current market conditions
and trends. According to Business in Communitys
publication, by 2050, many traditional business
models will no longer be feasible and certain
products or services will become obsolete or
their production or delivery will be untenable
due to the influence of such forces. Thus, the
Community believes that business leaders must
develop their thinking to challenge conventional
business models to ensure their business prospers
by responding in the right way and at the right
time. A study by Business in Community UK stated
that 76% of business leaders think that they will
need a different business model to remain fit for
the future, but only 17% have business plans that
currently look beyond 10 years.
A study by McKinsey Global Institute also
supported the trends reshaping the world and
the need for leaders to adjust to a new reality. It
highlighted that in comparison to the Industrial
Revolution, the current forces of change are
happening ten times faster and at 300 times
the scale, or roughly 3,000 times the impact.
However, the Institute indicated that most
of businesses failed to comprehend the full
magnitude of the effects of the changes and
underestimated how these trends are gaining
strength, magnitude, and influence among
each force. The forces of change as identified
by the McKinsey Global Institute include:

The age of urbanization

Accelerating technological change
Ageing population
Trade, people, finance, and data:
Greater global connections
Resetting intuition

The forces of change (FOC) will shape the future

outlook of the world and have an impact on the
banking industry. Looking at the importance of
forces of change, SME Bank has identified and
classified forces of changesbased on its impacts
i.e. business impact and policy impact.
The business impact will focus on the service
sector as the new growth engine and the
emergence of financial technologies. Under the
11th Malaysia Plan (2015 to 2020), the service
sector is expected to grow at 6.9% annually

SMENews

Strategic Direction
Explore new growth areas offered
through service sector
Promote our financing products
to SMEs in service sector that
have better future prospects
Support SMEs in service sector
through enhancing the usage of
Information and Communication
Technology (ICT)

19

Issues of Interest

until 2020 and is expected to contribute 56.5%

to the GDP by the end of the Plan period. This
is evident by the presence of service sector at
more than 80% of the Bank portfolio. In addition,
the progress of globalization, government
liberalization, and the rapid advancement of
information and communication technology
(ICT) contribute to the continual acceleration
of service sector.
As part of its strategic direction, the Bank needs
to explore new growth areas offered through
the service sector, promote its financing
products to SMEs in service sector that have
better future prospects, and support SMEs in
service sector through enhancing the usage of
information and communication technology
(ICT).
Financial technology (FinTech) refers to the use
of technology and innovative business models
in financial services. It comprises of a new set

of financing products including marketplace

or peer-to-peer lending, merchant and
e-commerce finance, invoice financing, online
supply chain finance and online trade. From
2013 to 2014, equity investment into FinTech
companies has tripled from $4 billion to more
than $12 billion and total spending by banks
worldwide on IT, estimated to equal $215
billion for 2014. FinTech also allows for new
set of products tailored for the needs of small
businesses which attract non-banking players
such as Paypal and Alibaba entering into the
market. Based on a report by Ernst and Young,
global investments in the financial technology
sector exceeded $12 billion in 2014. Malaysia is
focusing on financial technology as a growth
avenue and to turn the country into a regional
Silicon Valley. Nasdaq-listed MOL Global, an
e-payment company, and N2N Connect, a
securities trading software provider, are among
local financial technology companies that have
gained prominence in recent years. Currently,
there are 6 operators in the crowd funding
business and with more looking at other FinTech
elements.
Among the forces of change that would
have a policy impact to the Bank include the
issue of Gen-Y in the workforce, growing
ageing population in the world, existence
and strengthening of the regional trade blocs,
climate changes, women economy and the
rise of the richests.

Policy Direction

New skill sets and

in-depth knowledge
required to assess
and understand how
FinTech works

Gen-Y is said to have challenged the current

and existing workforce model with traditional
benefits such as solid job and pension schemes.
These are not enough to attract Gen Y who
demand for greater work/life balance, more
inclusive work environments and greater
mobility. As such, different man-management
and soft skills are required such as adaptability,
communication and emotional intelligence.
In addition, Gen-Y is associated with think
high-tech as technological inclination to work
and communication using state-of-the-art
equipment are among their requirement.

Finance SMEs through

alternative channels by
capitalising on digital
infrastructure
and
improve
distribution
channels
Offer comprehensive
FinTech Products to
address SME needs e.g:
IAP, JomPay, IBG

SMENews

20

Issues of Interest

Ageing population poses risks for

public finances and healthcare
delivery, and increase the challenges
to sustained economic growth. By
2050, it is expected that ageing
population would reach nearly triple
at 1.5 billion or 16% of the worlds
population with highest number in
East Asia and Pacific. Between 2015
and 2034, the older population will
grow by about 22% every five years.
The implications of rising ageing
population are increase in cost of
healthcare which further stresses on
governments budget for healthcare
and pension and greater demand for
medical plan and products that cater
for the pensioners. Thus, policy makers
should
consider
comprehensive
and proactive policies that will
increase labor force participation,
encourage healthy behaviors, boost

10 Quick Facts on Gen-Y

Job-hopping-remain loyal only if they
feel fulfilled in their role-(49% agree to
remain loyal only if fulfilled their role)
Consistency gets stale-want mobility throughout career
time-(77% Malaysian Respondents say Yes to job mobility)
Green is in-concern on sustainability and climate changes
Cant live without gadgets grown up with technology
The term work-life balance is real through more
flexible hours-(58% want flexible hours)
Respect my space, please-clear separation between work and
personal lives, unwilling to share too much personal information
Coaching welcomed here-prefer on-the-job
training than formalised training
Cash is king-when it comes to benefits
We are all made the same-believe
in gender equality
I rely on me-take personal
responsibility for retirement

productivity, reform social security, and ensure

that public services are affordable. But what
does this entail for SME Bank?
In 1960s, regional economic integration
was a goal pursued by most middle income
countries as means to take advantage of
geographical proximity to enlarged markets.
Regional economic blocs allowed economies
to gain through scale of production, moving
up the value chain, through import substitution
industrialization and without opening up
immediately to competition with the most
advanced exporters in the world. East Asias
outlook for regional trade is positive. With
signing of TPPA in 2015 and the establishment
of ASEAN Economic Community (AEC) in
December 2015, Malaysia has moved further
into regional economic bloc arena. In response
to these phenomena, the Bank has to analyze
the opportunity for SMEs offered by trade
agreements such as TPPA, AEC and RCEP,

Potential implications to the

Bank with areas to be explored
Increase working population
among retirees
Study on EPF Pension reform
and HR Policy
Positive Outlook for Healthcare
and Pharmaceuticals sectors

SMENews

21

Issues of Interest

develop and enhance suitable financing

products to encourage export and help in
raising awareness on benefits of FTAs for SMEs.
Climate change is real with impacts being felt
in Malaysia evidenced from the floods and
haze which have caused losses in revenue,
productivity and health risk to the people. In
response to climate changes, the Bank should
also focus on trade off between fostering
growth and sustaining the environment,
establish special funds that may be required
to support high adaptation costs in addressing
impact from climate change and focus on
energy efficiency requirements for products and
services for clients as a condition to get loans.
In terms of strategic focus, the Bank might also
continue to include in its loan portfolio a focus
on environmental protection based companies
or waste management activities.
Last but not least, the importance of women
in the economy should also be emphasized
with increasing women population globally.
In Malaysia, women constitute more than
half of the total population in 2014 with
targeted 55% women participation rate in
the workforce by 2015. A study also showed
that if female labour force participation rate
is increased to 70%, it would boost Malaysias
GDP by 2.9%. As such policy direction should
include building the capacity of women in
entrepreneurship skills, provide capital financing

to support the development and expansion

of womens enterprises, review and revise
the relevant employment regulations such as
the Employment Act Welfare support for low
income households, childcare and eldercare
support services to help reduce the burdens
faced by women in meeting their unpaid care
work responsibilities and develop interventions
which address gender gaps in the work force
through the education system.
The Bank should anticipate the impacts of
all the forces of change in setting up policy
direction. Our responses to the forces of
change have a direct impact on the overall
banks performance for the next three years.
If we become complacent, the Bank could
experience a downward trend in performance
in terms of profit before tax. However, if the Bank
drives for specific focus without factoring in the
forces of change, the banks performance
would marginally increase its profit before tax
to a prudent level. Specific focus here means
the Bank focuses only on its prudent account
management, aggressive loan growth, better
cost efficiency through better operation
management and increase in productivity.
However, for a quantum leap in the Banks
performance, the Bank needs to incorporate
both specific focus and structural changes to
address the implication of the forces of change.
As such, future strategic direction of the Bank
should focus on corporate restructuring, mergers
& acquisition, financial technology (FinTech),
new growth areas and new business model.

New financing and

nurturing programs for
Women Enterpreneurs
Encourage Women Participation in
Entrepreneurship Activity
Support National Agenda focusing on
Women Entrepreneurship

SMENews

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Issues of Interest

CEDAR

MindLab
T

Series

he inaugural MindLab Series which was held

on June 1st, 2016 at Premiera Hotel, Kuala
Lumpur was a platform for entrepreneurs to
share survival instincts in todays business
world which is becoming more challenging
and competitive. Organised by CEDAR as one
of their knowledge sharing sessions, over 40
business professionals, subject matter experts
and SMEs attended the in-depth and thoughtprovoking session. Amongst others, the MindLab
session was to discover what it takes to survive
in an environment of competing business
cultures, diverging values and challenging

Survival Instincts
in Business

landscape, discover survival strategies when

doing business abroad and recognise the
importance of socio-economic tolerance in
business expansion and sustainability.
Ms. Megane Soo, the National President of the
SME International Trade Association of Malaysia
(SMiTA) was invited to give a talk and share
her 20 years of experience in the international
trade arena. The presentation was followed
by an engaging two-hour discussion session
between the guest speaker and the audience
that was moderated by Dr Sheikh Ghazali.

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CEDAR (Centre for Entrepreneur Development and Research)

Konsep Baru

Kedai Fizikal

onsep
membeli
belah
sebelum
ini
memerlukan pembeli untuk melawat kedai
tersebut. Kini dengan perkembangan teknologi,
mereka membeli-belah pada bila-bila masa,
di mana dan bagaimana sahaja. Malahan
semakin ramai memilih untuk tidak pergi ke
kedai untuk membeli belah. Mengikut kajian
Total Retail Survey 2016 yang dijalankan oleh
PricewaterhouseCoopers, 48% pembeli Malaysia
membeli secara atas talian sekurang-kurangnya
sekali sebulan. Senario ini lebih menakjubkan
kerana 3 dari 5 responden hanya mula membeli
secara atas talian sejak tiga tahun lalu.
Adalah terlalu awal untuk membuat keputusan
bahawa kedai fizikal telah pupus. Walau
bagaimanapun, selaras dengan perubahan
polar pembelian ini, peruncit perlu mempunyai
perspektif baharu kerana interaksi di antara
peruncit dengan pembeli telah berubah. Jika
pengalaman pembeli sebelum ini diurus oleh
pekedai, kini pembeli menguruskan perjalanan
mereka sendiri, di dalam kedai dan di mana
sahaja. Akses kepada teknologi dan kemelesetan
ekonomi telah mendorong pembeli untuk
merampas kuasa. Pembeli tiba di kedai bersama
maklumat dan ada yang sudah memutuskan
apa yang ingin mereka beli.
Adalah penting bagi peruncit untuk memahami
perubahan peranan kedai fizikal dalam landskap
dunia internet pelbagai saluran ini. Pembeli

mencipta pengalaman membeli mereka sendiri

menggunakan pelbagai alatan dan sumber.
Walaupun internet dan smartphone sering
digunakan, ianya tidak semestinya menjadi
pilihan. Masih terdapat pelbagai aspek kedai
fizikal yang digemari pembeli termasuklah
keupayaan kedai menyediakan ruang untuk
pembeli menyentuh dan mencuba sesuatu
produk sebelum membuat keputusan.
Sebelum kita mula membayangkan semula
peranan
kedai
fizikal,
peruncit
perlu
mengambilkira perspektif pembeli. Selalunya,
cara pembeli melihat peranan kedai fizikal
adalah berbeza dari peruncit.
Pembeli membezakan kedai mengikut kluster
tertentu mengikut harga yang ditawarkan,
lokasi, suasana, perkhidmatan dan sebagainya.
Sebagai contoh pembeli melihat kedai konsep
Apple sebagai ruang yang mempunyai suasana
yang mencerminkan inovasi produk keluaran
syarikat itu. Berbeza pula dengan pengalaman
pembeli di pasaraya Tesco yang lebih menjurus
kepada harga murah dan kemudahan.
Peruncit harus memahami bagaimana pembeli
menghakimi kedai anda. Harga yang kompetitif
mungkin boleh menarik perhatian pelanggan,
namun dalam landskap yang kian mencabar
adakah ianya mencukupi untuk meyakinkan
mereka?

Memperbaiki Perkara Asas

Sebelum kita mula melihat konsep baru kedai fizikal, ianya amat penting untuk peruncit memberi
tumpuan kepada memperbaiki perkara asas. Kita kerap mendengar rintihan pembeli yang
tidak tahan menunggu, mendapat maklumat yang kurang tepat, polisi pemulangan barangan
yang tidak mesra pelanggan, dan diganggu jurujual sekiranya ingin dibiar bersendirian. Secara
amnya, ramai pembeli tidak kembali ke satu-satu kedai itu atas sebab peruncit gagal memenuhi
keperluan asas mereka.

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CEDAR (Centre for Entrepreneur Development and Research)

Melangkaui

Jangkauan

Kesetiaan pembeli kepada peruncit secara amnya adalah lemah. Pembeli tahu mereka
mempunyai banyak pilihan dan kesetiaan mereka perlu diperolehi setiap kali mereka membuat
kunjungan.
Salah satu kaedah berkesan yang sering diguna pakai oleh peruncit untuk memupuk kesetiaan
pembeli adalah Program Kesetiaan Pelanggan (Customer Loyalty Programme). Data yang
diperolehi dari program kesetiaan boleh dianalisa untuk membantu peruncit untuk lebih
mengenali pembeli mereka sekaligus menawarkan pengalaman yang melangkaui jangkaan.
Sebagai contoh, kedai kopi Starbucks mengeluarkan rekaan baru kad program kesetiaan
pelanggan setiap musim perayaan utama di Malaysia seperti Hari Raya Aidilfitri, Tahun Baru
Cina, Deepavali dan Hari Krismas.
Kedai fizikal berpotensi menawarkan pengalaman di luar jangkauan kedai online. Walaupun
kedai fizikal tidak dapat menyaingi kedai atas talian dari segi penyampaian maklumat dan
merangsang pembelian, ianya amat cekap dari segi penyampaian fungsi dan emosi yang
lebih mendalam.
Ruang kedai fizikal boleh menjadi tempat untuk penggemar berhimpun dan mempelajari
sesuatu yang baru. Contohnya, kedai kopi Starbucks Reserve menawarkan bengkel kepada
pelanggan yang ingin mempelajari cara penyediaan kopi yang betul.

Penggunaan

Teknologi

Penggunaan teknologi di dalam kedai

bukanlah sesuatu yang dianggap penting oleh
pelanggan. Malahan penggunaan teknologi di
dalam kedai berisiko melemahkan hubungan
antara pembeli dan kedai yang mereka lawati.
Kita juga harus melihat dari aspek emosi dan
bertanya bagaimana teknologi boleh membuat
pengalaman pembeli lebih menyeronokkan,
meningkatkan kepercayaan dan memudahkan
proses pembelian. Ianya tidak harus dilihat dari
segi kedai fizikal atau kedai atas talian, tetapi
kedai fizikal dan kedai atas talian. Pembeli
inginkan integrasi yang lancar antara alam
fizikal dan maya. Pastikan setiap saluran adalah
konsisten dari segi tawaran dan pengalaman
pelanggan.

Kesimpulannya,
rata-rata
pembeli
masih
inginkan kedai fizikal, tetapi peruncit haruslah
bersedia untuk membayangkan kembali serta
mencipta semula konsep kedai untuk kekal
relevan dalam lanskap pasaran baru. Paradoks
dalam bidang peruncitan abad ke-21 adalah
takut mengambil risiko adalah pelan yang
paling berisiko. Peruncit yang akan memenangi
hati dan dompet pembeli adalah mereka yang
sentiasa menekankan integrasi lancar antara
pengalaman di dalam kedai fizikal dan atas
talian, perkhidmatan yang ditawarkan, harapan
pembeli serta penggunaan teknologi.
Ahmad Azuar Zainuddin merupakan Senior Associate,
Research & Publication di Centre for Entrepreneur
Development and Research, syarikat milik penuh SME
Bank Malaysia. Beliau boleh dihubungi di ahmad.
azuar@smebank.com.my

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25

Corporate Happenings

Corporate Visits
25 April 2016

Visit by Papua New Guinea

Government Delegation

12 May 2016
Bank Negara Malaysia
Alliance for Financial
Inclusion (AFI) Joint
Learning Programme
on SME Financing (Fiji,
Tonga & Vanuatu
Delegations)

24 May 2016

Visit by Egyptian
Banking Institute

29 July 2016
Study Visit By Banque
Nationale Pour Le
Developpement
Economic (BNDE),
Sngal

SMENews

26

Corporate Happenings

Strategic

Collaborations

e at SME Bank understand the importance of working together

in order to provide a holistic financing and development
programmes for the nation is SMEs. As such, the Bank has MOUs
with relevant authorities to ensure the sustainability of the SME
development.

SME Bank signed a MoU with Johor

Petroleum Development Corporation
Berhad (JPDC)
22 June 2016 - SME Bank to develop a
specialised financing facility for eligible
SMEs involved in Oil & Gas Services and
Equipment in the state of Johor.

SME Bank presented Letter of Offer to

Seacera Group Berhad
26 April 2016 - SME Bank presented
a Letter of Offer after signing the
agreement on the Islamic financing
facility worth RM77.5 million to Seacera
Group Berhad.

SME Bank inked an agreement with

Sterling Insurance Broker Sdn. Bhd.
17 March 2016 - Sterling Insurance
Broker Sdn. Bhd. was appointed as
SME Banks insurance partner and will
oversee and review the Banks Takaful
policies, manage and assess risks and
enhance the Banks internal processes.

SMENews

27