German Stationary Market Analysis
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This assignment delves into the German stationary market, analyzing various factors contributing to its strength. It examines customer satisfaction with services provided by sales staff and organizations, highlighting areas for improvement through reassessment of pricing policies. The report also discusses the impact of domestic and foreign demand, product quality, and other crucial elements shaping the market.
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Table of Contents
INTRODUCTION...........................................................................................................................2
ANALYSING THE ISSUES IN DUQUE PAPETIERS GROS.....................................................2
2.1: Overview regarding stationary businesses......................................................................2
2.2 Yearly expenditure on the materials of the writing and drawing per capita:...................3
2.3: Analysing total sales value of Donald Duques from last couple of year........................4
(b): Mixed pie-chart................................................................................................................5
(c): Correlation cost effectiveness through presenting scatter diagram.................................5
(d): Upcoming estimation of total sales..................................................................................6
2.4 Probability of Enlarging to Germany & Global Standards..............................................7
A. Pros and Cons Table .........................................................................................................7
b). International standards......................................................................................................7
2.5 Expenses of New Building...............................................................................................7
a. Computing a monthly cost of 30-year repayment mortgage..............................................7
b. Re-calculating monthly cost assuming that the interest is applied to the loan every month8
2.6 Mean Value of Orders......................................................................................................8
2.7 Customer Satisfaction.......................................................................................................9
(a) Responsiveness.................................................................................................................9
(b) Descriptive analysis for the four important variables.......................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
APPENDIX....................................................................................................................................12
1
INTRODUCTION...........................................................................................................................2
ANALYSING THE ISSUES IN DUQUE PAPETIERS GROS.....................................................2
2.1: Overview regarding stationary businesses......................................................................2
2.2 Yearly expenditure on the materials of the writing and drawing per capita:...................3
2.3: Analysing total sales value of Donald Duques from last couple of year........................4
(b): Mixed pie-chart................................................................................................................5
(c): Correlation cost effectiveness through presenting scatter diagram.................................5
(d): Upcoming estimation of total sales..................................................................................6
2.4 Probability of Enlarging to Germany & Global Standards..............................................7
A. Pros and Cons Table .........................................................................................................7
b). International standards......................................................................................................7
2.5 Expenses of New Building...............................................................................................7
a. Computing a monthly cost of 30-year repayment mortgage..............................................7
b. Re-calculating monthly cost assuming that the interest is applied to the loan every month8
2.6 Mean Value of Orders......................................................................................................8
2.7 Customer Satisfaction.......................................................................................................9
(a) Responsiveness.................................................................................................................9
(b) Descriptive analysis for the four important variables.......................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
APPENDIX....................................................................................................................................12
1
INTRODUCTION
Stationery industry is one of the most emerging sector which have its peak growth in the
market. Donald Duque is the small sized company which specially deals in the stationery
products and this is situated in the Northern France. Although, this organisation needs to show
practical knowledge of the data analysis in order to make an appropriate decisions. This
company offers various products and its specially deals in wholesale products. Cited company
has made a strong consumer base which specially deals in the last fifty years. Its main product is
portfolio divided into the cartridges of the printer, paper based supplies and drawing and writing
related material and other (Benth and et. al., 2014). The main aim of this report is to expand its
business via assessing through pros and cons method and survey outcomes would assess via
basic statistical measures for aiming of adequate decisions.
ANALYSING THE ISSUES IN DUQUE PAPETIERS GROS
2.1: Overview regarding stationary businesses
In present era, it has been assumed that every organisation which is performed their
various operation according to the production of the different products. This helps to expand the
business from one place to another place. The Donald Duque want to explore its business from
northern England to the Germany in this report it is explains that the present situation of market
of the Germany is appropriate for the expansion of business in effective manner. It has been
assumed that the total turnover of the overall industry is concerned with the supply and writing
materials. This has been in determined as the total turnover is gather by the overall sectors is
about the £ 14.8 million per annum (Chambers, 2018).
It has been determine that a total of the £35.2 million is expense on the production of
those materials which are related with the writing and drawing materials. It is related with the
total spending with the stationary market. Germany is at second position in the which provide
different types of stationary products in the marketplace which are apart from different
European country. The positiveness between the various types of stationary organisation in
Germany is determined with total about the 70 % of the whole major brands which are having
the experienced of the collection of the total sales in 2015.
Current Trends and potentials:
2
Stationery industry is one of the most emerging sector which have its peak growth in the
market. Donald Duque is the small sized company which specially deals in the stationery
products and this is situated in the Northern France. Although, this organisation needs to show
practical knowledge of the data analysis in order to make an appropriate decisions. This
company offers various products and its specially deals in wholesale products. Cited company
has made a strong consumer base which specially deals in the last fifty years. Its main product is
portfolio divided into the cartridges of the printer, paper based supplies and drawing and writing
related material and other (Benth and et. al., 2014). The main aim of this report is to expand its
business via assessing through pros and cons method and survey outcomes would assess via
basic statistical measures for aiming of adequate decisions.
ANALYSING THE ISSUES IN DUQUE PAPETIERS GROS
2.1: Overview regarding stationary businesses
In present era, it has been assumed that every organisation which is performed their
various operation according to the production of the different products. This helps to expand the
business from one place to another place. The Donald Duque want to explore its business from
northern England to the Germany in this report it is explains that the present situation of market
of the Germany is appropriate for the expansion of business in effective manner. It has been
assumed that the total turnover of the overall industry is concerned with the supply and writing
materials. This has been in determined as the total turnover is gather by the overall sectors is
about the £ 14.8 million per annum (Chambers, 2018).
It has been determine that a total of the £35.2 million is expense on the production of
those materials which are related with the writing and drawing materials. It is related with the
total spending with the stationary market. Germany is at second position in the which provide
different types of stationary products in the marketplace which are apart from different
European country. The positiveness between the various types of stationary organisation in
Germany is determined with total about the 70 % of the whole major brands which are having
the experienced of the collection of the total sales in 2015.
Current Trends and potentials:
2
All the German organisation is concerned with the stationary brands are having
sustainable position in the market of the whole world. The organisation put its effort in order to
accomplish the target in effective manner. It also focus on to capture large number of market
shares in order to generate large number of revenue for the organisation in stipulated time period.
This is determine that all the trends will regularise in the total of 2016 (MGCC Perspective.
2016).
Market structure: as the determination of the past statistics which are total of the 2200 wholesale
organisation are perform there work in the Germany. As per the mentioned report it has been
explained that a total of 5500 retailers are present in the marketplace all of them are having less
than £ 250000 (Masoud and Hardaker, 2012).
Contribution of the stationary business in the German Nation:
There are different types of change implemented which are determined in order to
increase the total number of the turnover in the field of the stationary market. There two
organisation which are related to the pharmacy which is chosen to regulate more more better
stationary business in their well planned manner. The primary objective of the organisation is to
deliver those paper which are diversified paper which are related to the different products and
these paper have the different purpose which are concerned with the different purpose. E-
commerce is one of the most important techniques which ascertain the total of the 17marektshare
in the recent period. It determine the positive growth of the market which is related to the
stationary. The positive attitude is concerned with to increase the profitability of the by selling
of the different types of stationary products in effective manner (Peck and Devore, 2011).
2.2 Yearly expenditure on the materials of the writing and drawing per capita:
As per the graph visualizes that Germany which have the second largest market for
stationery after Switzerland where the per capita spending of €35.2 on the writing and drawing
material. This can be said that the stationery industry could effectively expanded their range in
their portfolio. In addition to this, supermarkets had emerged stationery items in their
assortments. They needs to have mass market consumers instead of professionals or superior
products demanding people such as specialists retailers which diversify their product portfolio
covers postal services, magazines and others which are not easily available at physical outlets
Digitalization emerged essential modification in the market and raised mail & digital
orders which have more than 17% stake in the market due to 24 hours availability. Bright labor
3
sustainable position in the market of the whole world. The organisation put its effort in order to
accomplish the target in effective manner. It also focus on to capture large number of market
shares in order to generate large number of revenue for the organisation in stipulated time period.
This is determine that all the trends will regularise in the total of 2016 (MGCC Perspective.
2016).
Market structure: as the determination of the past statistics which are total of the 2200 wholesale
organisation are perform there work in the Germany. As per the mentioned report it has been
explained that a total of 5500 retailers are present in the marketplace all of them are having less
than £ 250000 (Masoud and Hardaker, 2012).
Contribution of the stationary business in the German Nation:
There are different types of change implemented which are determined in order to
increase the total number of the turnover in the field of the stationary market. There two
organisation which are related to the pharmacy which is chosen to regulate more more better
stationary business in their well planned manner. The primary objective of the organisation is to
deliver those paper which are diversified paper which are related to the different products and
these paper have the different purpose which are concerned with the different purpose. E-
commerce is one of the most important techniques which ascertain the total of the 17marektshare
in the recent period. It determine the positive growth of the market which is related to the
stationary. The positive attitude is concerned with to increase the profitability of the by selling
of the different types of stationary products in effective manner (Peck and Devore, 2011).
2.2 Yearly expenditure on the materials of the writing and drawing per capita:
As per the graph visualizes that Germany which have the second largest market for
stationery after Switzerland where the per capita spending of €35.2 on the writing and drawing
material. This can be said that the stationery industry could effectively expanded their range in
their portfolio. In addition to this, supermarkets had emerged stationery items in their
assortments. They needs to have mass market consumers instead of professionals or superior
products demanding people such as specialists retailers which diversify their product portfolio
covers postal services, magazines and others which are not easily available at physical outlets
Digitalization emerged essential modification in the market and raised mail & digital
orders which have more than 17% stake in the market due to 24 hours availability. Bright labor
3
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market outlooks and 1.7% GDP growth are the main reasons which have behind its effective
economic performance. In addition to this, emerging employment rate enhanced consumption
power and emerge demand for stationery related products. By using digitalization, company
could enhance its performance and sales its products throughout the planet. That is why, this can
be simply said that the organisation could enhance their business in an effective manner.
2.3: Analysing total sales value of Donald Duques from last couple of year
(a): Total sale
According to the mentioned table of total sales done by the company from selling of
various stationary products are providing more appropriate information of their current position.
This has been providing more appropriate growth which is to maintain by analysing overall
stationary production which is to be done by the company during the time. The total number of
sales volume recorded in 205 is about 165000 which is collected from sale of printer cartridges
and some other office products. There is increase in total sales capacity with 182000 in 2016.
The total revenue generated from office assist and writing/drawing equipments are taken into
consideration (Polkowski, 2013). The growth of 10.30% in 2016 is recorded maximum as
compare to other years. After making
4
economic performance. In addition to this, emerging employment rate enhanced consumption
power and emerge demand for stationery related products. By using digitalization, company
could enhance its performance and sales its products throughout the planet. That is why, this can
be simply said that the organisation could enhance their business in an effective manner.
2.3: Analysing total sales value of Donald Duques from last couple of year
(a): Total sale
According to the mentioned table of total sales done by the company from selling of
various stationary products are providing more appropriate information of their current position.
This has been providing more appropriate growth which is to maintain by analysing overall
stationary production which is to be done by the company during the time. The total number of
sales volume recorded in 205 is about 165000 which is collected from sale of printer cartridges
and some other office products. There is increase in total sales capacity with 182000 in 2016.
The total revenue generated from office assist and writing/drawing equipments are taken into
consideration (Polkowski, 2013). The growth of 10.30% in 2016 is recorded maximum as
compare to other years. After making
4
(b): Mixed pie-chart
From the above pie-chart, it has been concluded that printer sales is contributing very low
to there total sales as compare to other products those are produce during the period of time of
2016 to 2017. In accordance with other parts of cartridges which is being valued regarding total
growth of 2 percent out of total sales during the time.
(c): Correlation cost effectiveness through presenting scatter diagram
According to the above presented data which is uses for the purpose of presenting scatter
charts provide more appropriate total value that is associated with two variables as per the
mentioned graphs. This specific diagram that is indicating positive correlation among their total
sales which will be made during the period of time to get more accurate and reliable outcomes
for Donald Duque.
5
From the above pie-chart, it has been concluded that printer sales is contributing very low
to there total sales as compare to other products those are produce during the period of time of
2016 to 2017. In accordance with other parts of cartridges which is being valued regarding total
growth of 2 percent out of total sales during the time.
(c): Correlation cost effectiveness through presenting scatter diagram
According to the above presented data which is uses for the purpose of presenting scatter
charts provide more appropriate total value that is associated with two variables as per the
mentioned graphs. This specific diagram that is indicating positive correlation among their total
sales which will be made during the period of time to get more accurate and reliable outcomes
for Donald Duque.
5
2014.5 2015 2015.5 2016 2016.5 2017 2017.5
155000
160000
165000
170000
175000
180000
185000
165000
182000
178000
Scatter diagram
Total sales (in €)
(d): Upcoming estimation of total sales
Year Sales
2018 €6500x + €162000 = €6500 (4) + €162000 €188000
2019 €6500x + €162000 = €6500 (5) + €162000 194500
1 2
2017.4
2017.6
2017.8
2018
2018.2
2018.4
2018.6
2018.8
2019
2019.2
2018
2019
Trend line
Year
Sales
6
155000
160000
165000
170000
175000
180000
185000
165000
182000
178000
Scatter diagram
Total sales (in €)
(d): Upcoming estimation of total sales
Year Sales
2018 €6500x + €162000 = €6500 (4) + €162000 €188000
2019 €6500x + €162000 = €6500 (5) + €162000 194500
1 2
2017.4
2017.6
2017.8
2018
2018.2
2018.4
2018.6
2018.8
2019
2019.2
2018
2019
Trend line
Year
Sales
6
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2.4 Probability of Enlarging to Germany & Global Standards
A. Pros and Cons Table
Expansion to
Belgium & Germany
Pros Score Cons Score
Enlargement of the cited company
would hike customer base and
contributes towards sales
optimisation.
+9 Resource related issues such as
monetary availability and labour
-7
Improving productivity and
earnings
+7 Intensive investment needs -8
Customer traffic +8 Unsteady currency -6
Strong competitive position +7 Tough competition from leading
stationery distributors at Belgium
& Germany
-6
Productivity of economies of scale
via mass production
+8 Regulatory compliance risk -8
Total +39 -35
Pros grade higher over cons by (+39-35) = +4 point. Henceforth, this is valid to spread
out Donald Duque’s business organization into Germany & Belgium for optimising sales,
profitability and global recognition of the brand.
b). International standards
There are various International standards which an organisation needs to be adhered.
There are certain laws which are rendered hereunder:
Occupational health and Safety needs to be followed to renders safe and hassle free
workforce to entire employees (Shagoury and Power, 2012).
Corporate Social Responsibilities needs to completing to satiate the social responsibilities
towards whole stakeholders.
Anti-bribery laws: Organisation is required to consider about their operational activities
in ethical and socially accountable manner.
Anti-discrimination: In this law, every employees are required to equally treated in an
effective manner (International Organization for Standardization. 2018).
2.5 Expenses of New Building
a. Computing a monthly cost of 30-year repayment mortgage
7
A. Pros and Cons Table
Expansion to
Belgium & Germany
Pros Score Cons Score
Enlargement of the cited company
would hike customer base and
contributes towards sales
optimisation.
+9 Resource related issues such as
monetary availability and labour
-7
Improving productivity and
earnings
+7 Intensive investment needs -8
Customer traffic +8 Unsteady currency -6
Strong competitive position +7 Tough competition from leading
stationery distributors at Belgium
& Germany
-6
Productivity of economies of scale
via mass production
+8 Regulatory compliance risk -8
Total +39 -35
Pros grade higher over cons by (+39-35) = +4 point. Henceforth, this is valid to spread
out Donald Duque’s business organization into Germany & Belgium for optimising sales,
profitability and global recognition of the brand.
b). International standards
There are various International standards which an organisation needs to be adhered.
There are certain laws which are rendered hereunder:
Occupational health and Safety needs to be followed to renders safe and hassle free
workforce to entire employees (Shagoury and Power, 2012).
Corporate Social Responsibilities needs to completing to satiate the social responsibilities
towards whole stakeholders.
Anti-bribery laws: Organisation is required to consider about their operational activities
in ethical and socially accountable manner.
Anti-discrimination: In this law, every employees are required to equally treated in an
effective manner (International Organization for Standardization. 2018).
2.5 Expenses of New Building
a. Computing a monthly cost of 30-year repayment mortgage
7
Particulars Figures
Time 30 years
Loan payment = Total loan amount /
Discounting factor =
= € 21215.85
Monthly repayment € 21215.85 / 12
= €1767.98
b. Re-calculating monthly cost assuming that the interest is applied to the loan every month
Particulars Figures
Time period (n) 30 years * 12 months (each year) = 360 times
Interest rate per month (R ) 10% / 12 = 0.00833
Monthly repayment
2.6 Mean Value of Orders
Particulars Outcome
Mean of the entire population 240
Average of sample 230
Standard deviation 43
Z score assessment [ (Mean of the entire
population – sample average) / standard
deviation ]
(240 – 230 ) / 43
= 10 / 43
= 0.23
H0 (Null hypothesis): There is no significant difference in the mean value of expected and actual
average order value.
H1 (alternative hypothesis): There is a significant difference in the mean value of expected and
actual average order value.
Criteria’s for selection and rejection of hypothesis
P > 0.05: Null hypothesis accepted or true
P < 0.05: Alternative hypothesis proved or true
By assessing this information, it can be said that p value of Z score 0.23 accounts for .59
in an effective manner. These results demonstrates that p value reflects higher return than the
8
Time 30 years
Loan payment = Total loan amount /
Discounting factor =
= € 21215.85
Monthly repayment € 21215.85 / 12
= €1767.98
b. Re-calculating monthly cost assuming that the interest is applied to the loan every month
Particulars Figures
Time period (n) 30 years * 12 months (each year) = 360 times
Interest rate per month (R ) 10% / 12 = 0.00833
Monthly repayment
2.6 Mean Value of Orders
Particulars Outcome
Mean of the entire population 240
Average of sample 230
Standard deviation 43
Z score assessment [ (Mean of the entire
population – sample average) / standard
deviation ]
(240 – 230 ) / 43
= 10 / 43
= 0.23
H0 (Null hypothesis): There is no significant difference in the mean value of expected and actual
average order value.
H1 (alternative hypothesis): There is a significant difference in the mean value of expected and
actual average order value.
Criteria’s for selection and rejection of hypothesis
P > 0.05: Null hypothesis accepted or true
P < 0.05: Alternative hypothesis proved or true
By assessing this information, it can be said that p value of Z score 0.23 accounts for .59
in an effective manner. These results demonstrates that p value reflects higher return than the
8
standard limit which is 0.05. Therefore, by taking into account these aspect, this could be simply
declared that null hypothesis is recognized while other one is rejected. By relying of p value
identified, this can be entailed that no statistical significant deviation emerge between the mean
values of anticipated and real average order value (William Glover and Prawitt, 2016).
2.7 Customer Satisfaction
(a) Responsiveness
Survey is important method which helps to ascertain the feedbacks from the respondents
about their current offerings. It helps to bring changes as per their preferences for development
of their business activities. In this regard, close-ended questionnaire is formulate which send to
each respondents through e-mail. It is observed that main problem is related to low response rate
from customers and which falls below 5%. So, Donald Duque is need to adopt effective
strategies and provide their motive behind conducting research for the purpose of creation of
their interest in filling up of questionnaires and improvement in response rate. Such different
offerings which are provided by Donald Duque helps in significant increase the responsive rates.
The management has to focus on development of effective questionnaires with different research
questions which helps in collection of diversified information which satisfies their different
requirement about accomplishment of their growth objectives (Würzburg, Labandeira and
Linares, 2013.).
(b) Descriptive analysis for the four important variables
Interpretation: It is analysed from the above table is that mean score of customer service
and sales staff is 3.5 and 3.45 which is middle between of 3 and 4. It represents that customer’s
are satisfied with the functions which provided by the organisation in regard to satisfaction of
customers demands and with sales staff services also. But the value of standard deviation which
is attained regarding such data is quite high around 0.76 and 0.83.
9
declared that null hypothesis is recognized while other one is rejected. By relying of p value
identified, this can be entailed that no statistical significant deviation emerge between the mean
values of anticipated and real average order value (William Glover and Prawitt, 2016).
2.7 Customer Satisfaction
(a) Responsiveness
Survey is important method which helps to ascertain the feedbacks from the respondents
about their current offerings. It helps to bring changes as per their preferences for development
of their business activities. In this regard, close-ended questionnaire is formulate which send to
each respondents through e-mail. It is observed that main problem is related to low response rate
from customers and which falls below 5%. So, Donald Duque is need to adopt effective
strategies and provide their motive behind conducting research for the purpose of creation of
their interest in filling up of questionnaires and improvement in response rate. Such different
offerings which are provided by Donald Duque helps in significant increase the responsive rates.
The management has to focus on development of effective questionnaires with different research
questions which helps in collection of diversified information which satisfies their different
requirement about accomplishment of their growth objectives (Würzburg, Labandeira and
Linares, 2013.).
(b) Descriptive analysis for the four important variables
Interpretation: It is analysed from the above table is that mean score of customer service
and sales staff is 3.5 and 3.45 which is middle between of 3 and 4. It represents that customer’s
are satisfied with the functions which provided by the organisation in regard to satisfaction of
customers demands and with sales staff services also. But the value of standard deviation which
is attained regarding such data is quite high around 0.76 and 0.83.
9
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CONCLUSION
It has been concluded from the above report that there is presence of many factors which
helps in making of the Germany stationary market more strong which includes improvement in
domestic and foreign demand, high quality products etc. It is analysed that Donald Duque is need
to reassess their pricing policies which helps in satisfaction of the different requirements of
customer’s.
10
It has been concluded from the above report that there is presence of many factors which
helps in making of the Germany stationary market more strong which includes improvement in
domestic and foreign demand, high quality products etc. It is analysed that Donald Duque is need
to reassess their pricing policies which helps in satisfaction of the different requirements of
customer’s.
10
REFERENCES
Books and Journals
Benth, F. E. and et. al., 2014. Futures pricing in electricity markets based on stable CARMA spot
models. Energy Economics. 44. pp.392-406.
Chambers, J. M., 2018. Graphical methods for data analysis. CRC Press.
Masoud, N. and Hardaker, G., 2012. The impact of financial development on economic growth:
Empirical analysis of emerging market countries. Studies in Economics and Finance.
29(3), pp.148-173.
Peck, R. and Devore, J. L., 2011. Statistics: The exploration & analysis of data. Cengage
Learning.
Polkowski, L. ed., 2013. Rough sets in knowledge discovery 2: applications, case studies and
software systems (Vol. 19). Physica.
Shagoury, R. and Power, B. M., 2012. Living the questions: A guide for teacher-researchers.
Stenhouse Publishers.
William Jr, M., Glover, S. and Prawitt, D., 2016. Auditing and assurance services: A systematic
approach. McGraw-Hill Education.
Würzburg, D., Labandeira, X. and Linares, P., 2013. Renewable generation and electricity
prices: Taking stock and new evidence for Germany and Austria. Energy Economics.
40. pp.S159-S171.
Online
MGCC Perspective. 2016 [Online]. Available through:<
file:///C:/Users/user/AppData/Local/Temp/Rar$DIa1.106/MGCCReport2016151878708
0.pdf>.
International Organization for Standardization. 2018. [Online]. Available through:
<https://www.iso.org/home.html>.
11
Books and Journals
Benth, F. E. and et. al., 2014. Futures pricing in electricity markets based on stable CARMA spot
models. Energy Economics. 44. pp.392-406.
Chambers, J. M., 2018. Graphical methods for data analysis. CRC Press.
Masoud, N. and Hardaker, G., 2012. The impact of financial development on economic growth:
Empirical analysis of emerging market countries. Studies in Economics and Finance.
29(3), pp.148-173.
Peck, R. and Devore, J. L., 2011. Statistics: The exploration & analysis of data. Cengage
Learning.
Polkowski, L. ed., 2013. Rough sets in knowledge discovery 2: applications, case studies and
software systems (Vol. 19). Physica.
Shagoury, R. and Power, B. M., 2012. Living the questions: A guide for teacher-researchers.
Stenhouse Publishers.
William Jr, M., Glover, S. and Prawitt, D., 2016. Auditing and assurance services: A systematic
approach. McGraw-Hill Education.
Würzburg, D., Labandeira, X. and Linares, P., 2013. Renewable generation and electricity
prices: Taking stock and new evidence for Germany and Austria. Energy Economics.
40. pp.S159-S171.
Online
MGCC Perspective. 2016 [Online]. Available through:<
file:///C:/Users/user/AppData/Local/Temp/Rar$DIa1.106/MGCCReport2016151878708
0.pdf>.
International Organization for Standardization. 2018. [Online]. Available through:
<https://www.iso.org/home.html>.
11
APPENDIX
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