UNIVERSITI MALAYSIA PERLIS

GROUP ASSIGNMENT
BFT 109 PRINCIPAL OF MANAGEMENT

PLANNING, ORGANIZING, LEADING AND CONTROLLING

COMPANY ANALYSIS:
Cocorica Coffee, Tea, Cocoa Kangar, Perlis

TABLE OF CONTENTS

1.0

ORGANIZATION BACKGROUND

2.0

ANALYSIS AND DISCUSSION

2.1 Planning
2.2 Organizing
2.3 Leading
2.4 Controlling
3.0

RECOMMENDATION

4.0

CONCLUSION

APPENDICES

REFERENCE LIST

1.0 ORGANIZATION BACKGROUND

A coffeehouse, coffee shop, or caf is an establishment which primarily serves hot coffee,
related coffee beverages (e.g., caf latte, cappuccino, espresso), tea, and other hot beverages.
Some coffeehouses also serve cold beverages such as iced coffee and iced tea. Many cafs
also serve some type of food, such as light snacks, muffins, or pastries. Coffeehouses range
from owner-operated small businesses to large multinational corporations.

Cocorica is a Malaysian coffee shop founded in 2015 with over retail outlets across countries
like Singapore and Malaysia. As one of the food and beverage companies in the Malaysia,
Cocorica Malaysia aims to be the most loved beverage by revolutionizing the tea drinking
culture in the country. Cocorica Malaysia prepares only hand-made beverages with freshly
brewed tea prepared on site. Each drink is individually prepared by tearistas across a fews
outlets nationwide.

Cocorica Kangars Outlet located at Jalan Mutiara, Kangar. This property located at very
strategic location where many people using that road. In addition, this location are very near
to Station Bus Bukit Lagi and one of UNIMAPs campus; Business Innovation and
Technopreneurship which is proven that is very strategic location.

Currently, Cocorica just did the formal launch of the new products; Classic Tea Series. These
series contains Honey Blacktea, Honey Aloe Vera Peach Tea and Honey Lemon Tea Aloe
Vera. Whereby, the customers who purchases drink among these series, will receive a free
gift .

There are three major varieties of coffee in the world that are used in order to serve their
customer; Arabica, Robusta, Liberica. Liberica coffee is commonly known as the elephant
bean coffee, which accounts for less than 10% of the world's total coffee output, due to the
unique taste, the user less, so the face of the fate of being eliminated by the market.

At present, coffee farmers in Malaysia's South Malaysia are actively planting and promoting
Liberica coffee, hoping to let more people know the local Liberica coffee, to avoid such a
local color of the coffee was eliminated by the fate of the market. The system also hopes to
make a lot of efforts for the conservation of Liberica coffee, so the system uses Liberica
coffee as raw material for making coffee.

In Cocoa, the system uses the Dutch cocoa (Dutch Cocoa) as raw material production of
black Cocoa (Dark Cocoa). Cocoa is characterized by a rich aroma, mellow taste and its high
cocoa butter content of 20-22%, which cocoa butter helps children's mental development,
improve memory capacity and the prevention of some cardiovascular diseases. Help for
human health is very large. The system's flagship product, Cocorica, is made from Dark
Cocoa + Liberica Coffee. The system hopes to provide a series of high-quality and reasonable
prices of products to serve the public.

In the quality of control, we have done a lot of research and testing, and ultimately we use
1000cc cup, adding a lot of ice, a lot of ice can make ice is not easy to dissolve the other in
the outer layer of the cup with a thick paper to reduce the paper Thermal convection. This

slows down the dissolution of the ice and allows the quality of the beverage to be maintained
for a longer period of time.

2.0 ANALYSIS AND DISCUSSION

2.1 PLANNING
MISSION STATEMENT
Our commitment is to provide products and services that meet the beverage and business
needs of our customers and consumers. In doing so, we provide sound and rewarding
business opportunities and benefits for customers, suppliers, distributors and communities.
VISION
To be the consumers preferred choice by leading in chosen markets with superior food &
beverage products.
VALUES
Adaptable: We are agile and flexible in our work, confidently taking bold decisions
that benefit our stakeholders.
Passionate: We are proud of the work we do, and strive for exceptional results.
Innovative: We are driven to improve our business everyday and to maximize the
creative potential of our work.
Respect: We earn respect by embracing fairness, trust and integrity in all our
relationships.
Excellence: We are diligent in our work and consistently deliver the best quality in
everything we do.

SAFE FOOD HANDLING POLICY/GUIDELINES

Don't work with food if you have any type of illness, such as a cold sore, infected cuts,
colds etc.
Purchase all food products (pre-made or requiring further preparation) from a licensed retail
establishment that has a valid health permit with the local Health Department.
Thoroughly wash:
Your hands before handling food and after: touching the face or hair, going to the
restroom/smoke break etc.
All raw fruits and vegetables before serving. Unwashed fruit and produce have been
the source of many recent food-borne outbreaks. Thoroughly washing these products
eliminates this potential risk.
Plus sanitize all utensils (knives, dishware etc.) and preparation surfaces (e.g.cutting
board) before and after use.
Store and transport all food in clean, appropriate containers and cover the containere.g. with plastic wrap when on display. Do not store any food product in the original
container the food product came in (or containers not originally designed) for food
STORAGE.
Handle all food items with a utensil (tongs, etc) when feasible, rather than your bare hands.
Whenever using an electrical appliances to either cook or hot hold food at your venue, be
sure you have a 2A10BC Fire extinguisher readily available to use in case of an emergency.

RULES

1. CLEANING
Effective cleaning gets rid of bacteria on hands, equipment and surfaces. So it helps to stop
harmful bacteria from spreading onto food. You should do the following things:

Make sure that all your staff wash and dry their hands thoroughly before handling
food.

Clean and disinfect food areas and equipment between different tasks, especially after
handling raw food.

Clear and clean as you go. Clear away used equipment, spilt food etc. as you work
and clean work surfaces thoroughly.

Use cleaning and disinfection products that are suitable for the job, and follow the
manufacturers instructions.

Disinfection products should meet BS EN standards. Check product labels for either
of these codes: BS EN 1276 or BS EN 13697.

Do not let food waste build up.

2. HYGIENE RULES
Food handlers: fitness to work
Guidance to help managers and staff prevent the spread of infection by advising which
illnesses and symptoms staff should report and what managers should do in response.
Water supply
Rules on keeping your water supply safe.
Food waste guidance for business
Rules on food waste, including waste cooking oil.

Shelf life and storage of food

Shelf life of ready-to-eat food, temperature controls and vacuum packed chilled foods
guidance
E.coli O157: control of cross-contamination
Guidance for food businesses to clarify the steps that they need to take to control the risk of
food becoming contaminated by E.coli O157 and what businesses should be doing to protect
their customers.
3. HACCP
HACCP
HACCP (Hazard Analysis and Critical Control Point) is a system that helps food business
operators look at how they handle food and introduces procedures to make sure the food
produced is safe to eat.

4. TRAINING
Training for food handlers
Food business operators are required by law, to ensure that food handlers receive appropriate
supervision and instruction/training in food hygiene in line with their work activity and
should enable them to handle food safely.

STEP BY STEP CUSTOMER COMPLAINT HANDLING (SOP)

Here is step by step customer complaint handling guideline.
Step-1 :
When a customer with a complaint or request approaches you, follow the basic steps of
Making It Right.
Listen: Listen intently making mental notes, with the right body language put on a serious
face, nod your head. (Take notes if the information is very detailed and specific)
Apologize with Empathy: Apologize and put yourself in the customer situation. No matter
how insignificant the matter is to you, it must be dealt with seriously.
Find a Solution: All problems have a solution thats the approach to use. Try and find the
simplest and clearest solution. If you are unable to do, inform the manager.
Follow Through: After the problem has been resolved, go back to the customer to ensure
he/she is satisfied. Even if the problem is being solved by someone else, you were the one
who the problem was brought to- follow through accordingly. Take personal responsibility of
the issue.
Step- 2 :
The customer, who is complaining, should be informed of the action(s) being taken every
step of the way. If you are unaware of what to do, inform the customer that you will inform a
Manager and follow up with him/her within the next 10 minutes. Just tell the customer:
Mr/Mrs/Miss X I will inform the situation to my Manager and I shall revert back to
you within the next 10 minutes.
Step- 3 :

Inform the Manager of the situation make sure to give him/her all the information,
including a background on the customer.

Step- 4 :
Manager must contact the customer and explain to him/her that he/she has been informed
about the situation. The Manager must apologise for the situation and offer him/her an
alternative him/her with something that the customer feels outweighs the problem.
If the customer is still not satisfied, the Head Quarters (HQ) must be informed.
Step- 5 :
After a solution has been reached, the workers who dealt with the customer on this case
should go back and check to see if the customer is satisfied.
Step- 6 :
All the information of the complaint handling procedure must be recorded.
Step- 7 :
The entire Making it Right procedure should be completed within 24 hours.

2.2 ORGANIZING

Organizing is the function of management that involves developing an organizational

structure and allocating human resources to ensure the accomplishment of objectives. In this
Cocoa Kangar, we interview the manager to know his opinion about working in a group or
individual. The manager prefers working in a group more than individuals working on their
own. Working in a group can increase productivity and performance, sharing knowledge and
abilities to get a better hold on a problem than they could individually, and the workers also
can think about one problem in a variety of ways. After that, the manager thinks the purpose
of organizing is to help to achieve organizational goal. Organization is employed to achieve
the overall objectives of business firms. Organization focuses attention of individuals and
groups objectives towards overall objectives.
In Cocoa Kangar, they didnt give a reward to the employee if they doing their jobs
well because they dont have any sales target for their employees. The managers will only
give bonuses to the employee if the employee is not absent for 3 months. Other than that, the
manager also didnt divide a scope of jobs to his staff because he have train everything about
the scope of work to employees. It is because when there is lack of workers, they could have
done others job as well. The manager said, he think the delegate is very difficult because he
have a strong self-confident, he believe that he could do everything by his own. He also gives
his opinion to improve the delegation skills. He needs to improve his delegation skills by
setting the scope through letting others to do the easy job and taking the important tasks
where it can make a real difference. Besides that, he should always offer feedback. People are

likely to praise him rather than his team when he did the job. Positive feedback is highly
motivating, and telling others that the team did the work reflects very well on him as a leader.
The worker here is empowered by the manager to manage the store without referring HQ.

2.3

LEADING
Managers must also be capable of leading the members of their work groups towards

the accomplishment of the organizations goals. To be effective leaders, managers must

understand the dynamics of individual and group behavior, be able to motivate their
employees and be effective communicators. In todays business environment, effective
leaders must also have a vision. They must be capable of understanding and predicting what
will happen in the future, and they must be capable of sharing that vision and guiding the
employees towards the vision. Managers must be able to make employees want to participate
in achieving an organization's goals.
Based on, interview that we have been through from the Cocorica in Kangar, Perlis
the company have two workers that mean the company have a small group of workers that
managers have to handle towards the vision of the company. The company vision is to
increase the diversity of product to produce, based on interview the managers say that
diversity can lead the company to growth and prosperity. It also breeds innovation so that the
sales can increase. For example, they not only selling coffee based on product only they also
selling drink where it mixed with yogurts and fruits. Other than that, as the leaders of
Cocorica he said that he prefer their staff to work in a group to increase productivity,
performance and making division of work to its staffs. Groups that work well together can
achieve much more than individuals working on their own. From the interview, we can
analysis that the managers not using the scientific management thought that focuses on the

productivity of the individual workers only. Instead, the managers using one of the
characteristic of bureaucratic management thought it is division of labour that means all
duties are divided into simple more specialized tasks so that the organization can use
personnel and resources more efficiently. As a managers of Cocorica to make sure that all
employees understand the policies and procedures in place for determining ethical behavior
the staffs have training before they start their work. The company also will send people to
check on each outlet once in a while. The example of procedure that we can see the staff
wearing the mask while making and served drinks to the customers. We can analysis that the
managers using bureaucratic management which is using rules and procedures that means a
comprehensive set of rules and procedures that provides the guidelines for performing all
organizational duties is clearly stated. Employees must strictly adhere to these formal rules.

3.0 RECOMMENDATION
Running a business requires a combination of both leadership and management skills.
Excellent managers come in all shapes and sizes therefore, their management style can be as
unique as personalities. From the analysis we comes with a few recommendation towards the
management of the company. First of all, by using scientific management thought which is
motivation method. Frederick Winslow Taylor say, that money was the way to motivate
workers to their fullest capabilities. He advocated a piecework system in which workers pays
was tied to their output. This theory can make the workers more motivated to do their job
well.
The managers should understand that management is less about authority and control, and
more about interdependency and commitment. The successful managers is not controlling
individuals, but leading a team. To determine how they are truly perceived by their
employees, managers of Cocorica must seek a great deal of feedback. This feedback should
be sought in a variety of different methods: informal conversations with employees, more
formal one-on-ones, and also in anonymous reviews of their effectiveness as managers. The
feedback needed to managers because to know if the managers doing well in their job or not.
Young managers must clearly define roles and responsibilities with their own managers.
Managers should use self-knowledge, communication, and feedback to help them define and

maintain roles and responsibilities. It is important for managers to have self-knowledge.

Knowing their strengths and weaknesses will help them define their roles and responsibilities.
Managers should also take the time to make a list of the reasons they want to be a manger.
This list will come in handy in later months when they are stressed and frustrated by the
challenges of their roles. Referring back to this list will help managers re-center and
remember why they want this job. Managers should make a list of their employees strengths
and weaknesses to help them assign roles and responsibilities. Taking the time to find out
what the team is capable of based on past experiences will also help a manager find the right
roles and responsibilities for each individual.
One of the biggest areas of apprehension for a manager is in establishing power over the
group to be managed. In order to avoid trying to control employees via hard authority,
managers must establish expert and referent power. These types of power lead to the
employees being committed to the manager, not just following instructions because they have
to. To establish expert power, the manager has to show the employees that he or she has not
only management skills and expertise, but also in the general tasks of the workgroup. This
should not be difficult in the particular situation outlined in this analysis, as the manager
already has experience with this workgroup. The main challenge then lies in establishing
management skills and expertise. To establish referent power, the manager has to get to know
the employees well in terms of their relationship. At the same time, show that the Cocorica
company is there to help them with whatever they need and to allow them to grow in their
careers. This can be done via holding one-on-one conversations, empowering the employees,
placing employees in positions that match their personal skills.
Employees tend to feel that they are being treated in not equitable and fair manner, they
have to all feel that they are being treated at the same way. The first strategy that should be
employed by Cocorica company to ensure that the employees feel they are being treated

fairly is to create a list of potential problems that may arise in the group due to the variety of
different relationships. This will allow the Cocorica company to proactively figure out how to
deal with issues rather than having to deal with them reactively. The second is for Cocorica
company to make sure they have two modes a work mode and a friend mode. If Cocorica
managers do not have the ability to do this, they cannot simultaneously be an effective
manager and a good friend.
4.0

APPENDICES

Chapter 1: Management and Managers

1)

What is your view in management?

My view in management is about hot to run a business successfully such as how to sell the
products, how to promote the products and how to manage the staff.
2)

What role of managers should have?

Managers play a number of roles in evolving organizations, including leader,

negotiable, figurehead, and communicator.
3)

Do you support to increase diversity?

Yes. It is because diversity can lead the company to growth and prosperity. It also

breeds

innovation so that the sales can increase. For example, we not only selling coffee based
product, we also selling drink where it mixed with yogurt and fruits.
4)

Is information technologic helpful in management?

Yes. Especially for technology in social media such as Facebook, Twitter and Instagram.
These social media could help us to investigate the taste of customers in every age. Its also
help us to figure whether which method is the best in managing the company.
5)

What kind of skill should a manager have?

As a manager, we should have good time management, interpersonal and relationship

building skills, communication, skills in problem-solving and the most important is
leadership. These skills could lead a company to success.

Chapter 2: Evolution of Management Thought

1)

Is economic influences management thought?

Yes. When the economic recession, the sales will drop.

2)

What kind of management perspective using in your company?

Sometimes I will motivate workers to achieve our goal and uses skills such as coaching and
listening to help them develop in their jobs. It also helps to build relationship among
employees so they will perform as a team.
3)

How you train your worker?

Usually the company will train the workers before they start their job, they need to go to the
main office once a week. We will train them to acknowledge the products and the ingredients.
After that we will train them to make the products and how to interact with customers also
the attitude they should have. Lastly, we will train them again in the new outlet and check on
the results.
4)

Do you trust your staff?

Yes. Because most of the time I wont be around so mostly they need to do all the jobs such as
collect money and interact with different customers.
5)

What kind of behaviour of staff you recruit? (Theory X or Y)

Theory Y. Because through this, they will work harder without pressure and in this way, they
will perform better.

Chapter 3: Social Responsibility and Ethics

1)

Is ethics important for a business?

Yes. It is because customers pay for not only our products, they also pay for the good ethics
of our company. If the customers feel satisfied with our services, they would probably come
for the next time.
2)

Have you ever manage any event for social responsibility?

No. We will plan for this in future to enlarge our companys profits.
3)

How you make sure that all employees understand the policies and procedures in

place for determining ethical behaviour?

To make sure all these things, we already have training before they start their work. The
company also will send people to check on each outlet once in a while.
4)

Are you establishing fair and consistent rules for disciplining violators?

No, so far not yet.

5)

Did you create a safe environment where employees can report suspected violations

anonymously without fear of retribution?

Yes. We protect and respect our employees as well.

Chapter 4: Planning in the Contemporary Organization

1)

What do you think about planning?

In my opinion, planning is about managing a business. Its also define goals for companys
future direction and determining on the missions and resources to achieve those targets.
2)

Do you think planning important while doing a project or your own business?

Yes it is. Planning could help the company to minimize the risks and maximize the profits. It
also help to achieve the companys goals as well.
3)

What planning have you ever make to manage your business?

I have planned about our location of outlets, choices of menu, what kind of customers that we
should focus on and also how to promote our products to make it more famous.
4)

How you begin your plan? From top-down or bottom-up planning?

I was begin with top-down planning. It is because management knows the best way to carry
out a project. It also allows management to divide the project into steps, and then into still
smaller steps so it is easier to achieve our goals as our goals is on long-term goals.
5)

What are the benefits of planning to you?

Planning can lead the company to success and minimize uncertainties. It also helps to
improve employees moral and achieving economies. At the same time, planning encourage
innovations.

Chapter 5: Strategic Planning in a Global Environment

1)

Is there any threat in your business?

Yes. There are more competitors nowadays. They also provide coffee or fresh juice like us.
2)

Do you ever analysing your competitors?

Yes. We analysis about what kind of ingredients in their products, the prices, the choices of
menu and of course how their products taste like.
3)

What is weakness and strengths in your company?

Our weakness is the cost is not cheap but we sell our products in low price so we couldnt get
much profits. Secondly, most of our customers comes from teenagers, so we lose our
customers of other ages. About our strength, we have our own signature product, our cheap
price of product attracts lot of customers and our product can last longer even in hot
weather.
4)

How do you expand your business?

We expand our business by opening more outlets in different states and we investigate more
flavour of our products.
5)

How do you handle the feedback from customers?

We will distribute those feedback into different category and improve it because some might
complain about the taste and some might complain about the cleanliness of our outlets.

Chapter 6: Managerial Decision Making

1)

How do you make decision to run your business?

Normally we will make the decision after surveyed in markets, approval from higher level of
management.
2)

How do you solve the problem in your business?

Identify the problem and check if it is serious nor just small problem. If it is serious, then we
will solve it by survey and holding a meeting between the management to discuss. If it is just
a small problem then the person in charged will solve it.
3)

Did your decision influence your business?

Based on the decision Ive made.

4)

Do you quickly recognize the problem that effect your business?

We will recognize it as soon as possible because identify the problem need to do some
research.
5)

Did you use all the techniques and tools to make a good decisions?

Of course. We use some of the techniques and tools because there are dozens of different
techniques and tools that can be used when trying to make a good decision. We used it to
reduce the risk and avoid more problems.

Chapter 7: Organizing for Effectiveness and Efficiency

1)

Did you like your staff to work in a group or individual?

Id prefer them to work in a group to increase productivity and performance. Groups that
work well together can achieve much more than individuals working on their own.
2)

What organizing means to you?

Organizing is a step-by-step process. It refers to the relationship between people, work and
resources used to achieve the common objective which is goals.
3)

Did you give a reward to your employee if they doing their jobs well?

No. Because we dont have any sales target for our employees. We only give them bonus if
they did not absence for 3 months.
4)

Did you divide a scope of jobs to your staff?

No. We train them everything. It is because when there is lack of workers, they could have
done others job as well.
5)

Do you think delegate is difficult, and how you improve your delegation skills?

Yes. I am have a strong self-confident, I believe I could do everything by my own, so that I

need to improve my delegation skills by setting the scope through letting others to do the easy
job and taking the important tasks where it can make a real difference. Besides, I should
always offer feedback. People are likely to praise you rather than your team when you did

the job. Positive feedback is hugely motivating, and telling others that your team did the
work reflects very well on me as a leader.

VERBATIM
Interviewing the manager of Cocorica on 20th of October 2016
Reference: Manager refers to Manager of Cocorica.
Students refer to us, who were interviewing the manager.

Students: Hi, we would like to interview you to know more about Cocorica
because we are
doing a group assignment about the management of a company.
Do feel free
to answer our questions.
Manager: Hi, sure. No problem. Please proceed.
Students: May we know what is your view in management?
Manager: My view in management is about how to run a business
successfully such as how to
sell the products, how to promote the products and how to
manage the staffs.
Students: What role of manager should have?

Manager: Manager play a number of roles in evolving organizations, like

being a leader,
negotiable, figurehead and communicator.
Students: Do you support to increase differentiation?
Manager: Yes. This can lead the company to growth and prosperity while
breeds innovation
the sales can increase. We not only selling coffee based product
but we also selling
drink where it mixed with yogurt and fruits.
Students: Does the social media helpful in your business?
Manager: Yes. Social media like Facebook, Twitter and Instagram help us to
investigate the
taste of customers in every age. It also help us to define out
whether which method
is the best to manage our company.
Students: What kind of skills should a manager have?
Manager: As a manager, I think I should have good time management,
good relationship with
my staffs, good communication and the most important is
leadership. These skills
could lead us to success.

Students: Does the economic influences management thought?

Manager: Yes. When the economic recession, our sales will drop.
Students: How do you lead your staffs?
Manager: Sometimes I will motivate my staffs to achieve our goal and
coach them while listen
to help them develop in their jobs. Its help to build strong
relationship among them
as a team.
Students: How do you train your staffs?
Manager: Our company will train the staffs at our headquarter before they
start their job for a
week. We will train them to make the products and how to
interact with customers
and we will train them again in the new outlet and check on the
results.
Students: Do you trust your staffs?
Manager: Yes. Most of time I wont be around so they need to do all the
jobs such as collect
money and interact with different customers.
Students: What kind of behaviour of staffs you would recruit?

Manager: I will recruit staffs who enjoy working and they will gain
satisfaction in their job
that they will work harder and without pressure, so they can
perform better.
Students: Do ethics important to your business?
Manager: Yes. Good ethics of our company will make our customers come
to our shop again
next time.
Students: Have you ever managed any event for social responsibility?
Manager: No but we will plan for this in the future to enlarge our
companys profits.
Students: How do you make sure that all employees understand the
policies and procedures in
place for determining ethical behaviour?
Manager: We have already trained our staffs before they can start their
job so the company will
also send people to check on each outlet once in a while.
Students: Are you establishing fair and consistent rules for disciplining
violators?
Manager: No, so far not yet.

Students: Do you create a safe environment where employees can report

suspected violations
Anonymously with fear of retribution?
Manager: Yes. We protect and respect our employees welfare.
Students: What do you think about planning?
Manager: In my opinion, planning is about managing a business. Its also
define goals for
Companys future direction and determining on the missions
and resources to
achieve those targets.
Students: Do you think planning important while doing a project or your
own business?
Manager: Yes. Planning can help our company to minimize the risks and
maximize the
profits. It helps us to achieve our companys goal.
Students: What planning have you ever make to manage your business?
Manager: I have planned about our location of outlets, choices of the
menu, what kind of
customers that we should focus on and how to promote our
products to make it
more famous.

Students: How do you begin your plan? From top-down or bottom-up

planning?
Manager: I begin with top-down planning because management knows the
best wat to carry
Out a project. It is also allows management of a project to be
divided into steps and
Into the smaller steps so its easier to achieve our goals is on
long-term goal.
Students: What are the benefits of planning to you?
Manager: Planning can lead the company to success and minimize
uncertainties like improve
employees moral and achieving economies. At the same time,
planning encourage
innovations.
Students: Is there any threats in your business?
Manager: Yes. There are many competitors nowadays. They provide coffee
or fresh juice like
us.
Students: Do you ever analysing your competitors?
Manager: Yes. We analysis about what kind of ingredients in their
products, the prices, the

choices of the menu and of course how their products taste

like.
Students: What are strengths and weaknesses in your company?
Manager: Our strengths are we have our own signature product, our cheap
price of products
Attract a lot of customers no matter kind of any ages of them
and our product can
Last longer even in hot weather because our packaging is made
out of craft paper.
Students: How do you expand your business?
Manager: We expand our business by opening more outlets in different
states and we
investigate more flavours of our products so we can attract
more customers.
Students: How do you handle the feedback from customers?
Manager: We will distribute those feedback into different category and
improve it because
some might complain about the taste and some might complain
about the
cleanliness of our outlets.
Students: How do you make decision to run your business?

Manager: Normally we will make the decision after we have surveyed in

markets, approval
from high level of management.
Students: How do you solve the problems in your business?
Manager: We will identify the problems and check if it is serious or just a
small problem. If it
is serious, we will solve it by survey and holding a meeting
between the
management to discuss it. If it is just a small problem then the
person in charged
will solve it.
Students: Did your decision influence your business?
Manager: Based on the decision Ive made.
Students: Do you quickly recognize the problem that effect your business?
Manager: We will recognize it as soon as possible because identify the
problem need to do
some research.
Students: Did you use all the techniques and tools to make a good
decision?
Manager: Yes, of course. We use some of the techniques and tools
because there are dozens

of different techniques and tools that can be used when trying

to make a good
decision. We use it to reduce the risk and avoid more problems.
Students: Did you like your staffs to work in a group or individual?
Manager: Id prefer them to work in group to increase productivity and
performance. Groups
that work well together can achieve much more than individuals
working on their
own.
Students: What organizing means to you?
Manager: Organizing is a step-by-step process. It refers to the relationship
between people,
work and resources used to achieve the common objective
which is goal.
Students: Did you give reward to your employee if they doing their job
well?
Manager: No because we dont have any sales target for our employees.
We only give them
bonus if they did not absence for 3 months.
Students: Did you divide a scope job to your staffs?

Manager: No because we train them in everything because when there is

lack of workers,
they can do others job as well.
Students: Do you think delegate is difficult, and how do you improve your
delegation skills?
Manager: Yes. I have a strong self-confident, I believe that I can do
everything by my own so
that I need to improve my delegation skills by setting the scope
through letting
others do the easy job and take the important tasks where it
can make a real
differences. Besides, I should always offer a feedback. People
are likely to praise
you rather than your team when you did the job. Positive
feedback is hugely
motivating and telling others that your team did the work
reflects very well on me
as a leader.
Students: So thatre all of our questions. Thank you for spending your time
for let us to
interview you and now we have known more about Cocorica.

Manager: You are welcome. Do feel free to stop by at our shop to buy our
Cocorica drinks.
Students: Alright. Sure, no problem.

REFERENCES
Official Facebook Page - https://www.facebook.com/cocorica2015/about/
Kangars Outlet Facebook Page - https://www.facebook.com/Cocorica-Kangar-Perlis