Duque Papetiers Gros (Case Study)
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Duque Papetiers Gros (Case Study) INTRODUCTION 1 TASK 12 Presenting the overview on the wholesale stationer markets2 TASK 23 Presenting annual per capita spending on writing/drawing material in seven European countries 3 TASK 35 a. In the present report expansion plan of the Duque |Austria Papetiers Gros is analysed in the prospective of wholesale stationary market of Germany.
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Duque Papetiers Gros
(Case Study)
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Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
Presenting the overview on the wholesale stationer markets................................................2
TASK 2............................................................................................................................................3
Presenting annual per capita spending on writing/drawing material in seven European
countries.................................................................................................................................3
TASK 3............................................................................................................................................5
a. Presentation of total sales of Duque:..................................................................................5
b. Presentation of mixed pie chart..........................................................................................5
c. Presentation of scatter diagram...........................................................................................6
d. Presentation of forecasted sales for 2018 and 2019.........................................................7
TASK 4............................................................................................................................................8
A. Analysis of the practicability of expansion plan in Germany and Belgium......................8
B. List of international standards that organisation must abide.............................................8
TASK 5..........................................................................................................................................10
A. Month wise instalment computation................................................................................10
B. Calculation of month wise cost........................................................................................10
TASK 6..........................................................................................................................................11
a. Mean value orders: calculations ......................................................................................11
TASK 7..........................................................................................................................................12
a. Presenting the ways in which Duque can increase the responses from the consumers....12
b. Presentation of descriptive statistics of 4 different variables..........................................13
TASK 8..........................................................................................................................................15
a. Summery of the finding/conclusion..................................................................................15
REFERENCES..............................................................................................................................16
APPENDIX ...................................................................................................................................17
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
Presenting the overview on the wholesale stationer markets................................................2
TASK 2............................................................................................................................................3
Presenting annual per capita spending on writing/drawing material in seven European
countries.................................................................................................................................3
TASK 3............................................................................................................................................5
a. Presentation of total sales of Duque:..................................................................................5
b. Presentation of mixed pie chart..........................................................................................5
c. Presentation of scatter diagram...........................................................................................6
d. Presentation of forecasted sales for 2018 and 2019.........................................................7
TASK 4............................................................................................................................................8
A. Analysis of the practicability of expansion plan in Germany and Belgium......................8
B. List of international standards that organisation must abide.............................................8
TASK 5..........................................................................................................................................10
A. Month wise instalment computation................................................................................10
B. Calculation of month wise cost........................................................................................10
TASK 6..........................................................................................................................................11
a. Mean value orders: calculations ......................................................................................11
TASK 7..........................................................................................................................................12
a. Presenting the ways in which Duque can increase the responses from the consumers....12
b. Presentation of descriptive statistics of 4 different variables..........................................13
TASK 8..........................................................................................................................................15
a. Summery of the finding/conclusion..................................................................................15
REFERENCES..............................................................................................................................16
APPENDIX ...................................................................................................................................17
INTRODUCTION
The expansion of business is one of the criteria deciding the growth and profitability of
an organisation. Generally, businesses expand their area of operation in another countries which
have potentiality and possibility of the prospective prosperity. One of the major factors to plan
expansion is enhancing the reputation of the business in domestic as well as international
markets alongside with increasing the profitability of the organisation. In the present report
expansion plan of the Duque Papetiers Gros is analysed in the prospective of wholesale
stationary market of Germany. With this per capita spending power of seven different countries
on writing and drawing material is analysed. Various calculations such as mean, mode median,
correlation coefficient for various variable is also presented in the report. Duque is presented
with advised on whether the expansion plan can be carried forwarded with or not.
TASK 1
Presenting the overview on the wholesale stationer markets
In Germany stationery companies run their business successfully. There are many offices
and schools in Germany that are used stationery materials in their work. Thus, according to this
business, company can increases its turnover more than £149 billion per year. In the country
every people used stationery materials on its daily routine work(Kirton, and Trebilcock, 2017).
Thus, For doing their writing work. In schools area students used huge range of these things to
draw painting and write class work, through this activity Germany can increase its profitability
margin more than other countries. Germany spent £35.3 only for drawing and writing materials
which increase its position in term of disbursal for stationery among the European Union
countries (Karageçili, Yerlikaya and Aydin, 2016). By selling stationery materials Germany's
brands increase its sales which make positive impact on business world.
Potentials and trends, German stationery industries made their good image in all over the
world. Thus, to this positive reputation European country stationary brands increase writing and
general tools to achieve more profit against to private companies. They need to give people
different types of stationary tools which has increase its interest more than using other brands
materials. They make their paper materials according to people needs and demands, usually they
focused on the society trends within its expectation of stationary materials.
Market structure, German stationary companies need to make its production structure
better than other companies (MGCC Perspectives. 2016). They operate many stores successful,
1
The expansion of business is one of the criteria deciding the growth and profitability of
an organisation. Generally, businesses expand their area of operation in another countries which
have potentiality and possibility of the prospective prosperity. One of the major factors to plan
expansion is enhancing the reputation of the business in domestic as well as international
markets alongside with increasing the profitability of the organisation. In the present report
expansion plan of the Duque Papetiers Gros is analysed in the prospective of wholesale
stationary market of Germany. With this per capita spending power of seven different countries
on writing and drawing material is analysed. Various calculations such as mean, mode median,
correlation coefficient for various variable is also presented in the report. Duque is presented
with advised on whether the expansion plan can be carried forwarded with or not.
TASK 1
Presenting the overview on the wholesale stationer markets
In Germany stationery companies run their business successfully. There are many offices
and schools in Germany that are used stationery materials in their work. Thus, according to this
business, company can increases its turnover more than £149 billion per year. In the country
every people used stationery materials on its daily routine work(Kirton, and Trebilcock, 2017).
Thus, For doing their writing work. In schools area students used huge range of these things to
draw painting and write class work, through this activity Germany can increase its profitability
margin more than other countries. Germany spent £35.3 only for drawing and writing materials
which increase its position in term of disbursal for stationery among the European Union
countries (Karageçili, Yerlikaya and Aydin, 2016). By selling stationery materials Germany's
brands increase its sales which make positive impact on business world.
Potentials and trends, German stationery industries made their good image in all over the
world. Thus, to this positive reputation European country stationary brands increase writing and
general tools to achieve more profit against to private companies. They need to give people
different types of stationary tools which has increase its interest more than using other brands
materials. They make their paper materials according to people needs and demands, usually they
focused on the society trends within its expectation of stationary materials.
Market structure, German stationary companies need to make its production structure
better than other companies (MGCC Perspectives. 2016). They operate many stores successful,
1
thus to run this process it includes many people like suppliers, wholesaler etc. they all play its
important role in selling these materials.
TASK 2
Presenting annual per capita spending on writing/drawing material in seven European countries
Countries Per capita spending in £
Poland 8.5
Spain 8.9
Italy 18.6
France 28.3
Austria 35
Germany 35.2
Switzerland 35.5
Interpretation:
The above graph presents the per capita spending of 7 different nations on the drawing
and writing material which includes countries Poland, Spain, Italy, France, Austria, Germany
and Switzerland. This can be seen from the above graph the Switzerland is having the highest per
2
important role in selling these materials.
TASK 2
Presenting annual per capita spending on writing/drawing material in seven European countries
Countries Per capita spending in £
Poland 8.5
Spain 8.9
Italy 18.6
France 28.3
Austria 35
Germany 35.2
Switzerland 35.5
Interpretation:
The above graph presents the per capita spending of 7 different nations on the drawing
and writing material which includes countries Poland, Spain, Italy, France, Austria, Germany
and Switzerland. This can be seen from the above graph the Switzerland is having the highest per
2
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capita spending on this specific article. Followed by Germany and then Austria. The figures for
Switzerland is 3.5 and for Germany it is 3.2. This is clear from the above graph they are three
leading nations in matter of the per capita spending and they are in neck to neck competition.
France Stand 4th in this line with having a figure of 28.3, apart from France the rest 3 nations do
not have a major per capita spending on the drawing and writing marital (Fei, Zhang and Chen,
2015). The expense level of Italy is determined at 18.6 and for Spain and Poland the amounts
are less than 10.
On comparison of all 7 nation's figures on expenses incurred by per person on the
drawing and writing articles it can be seen that 3 countries are in leading position with minor
differences. France's position can be determined as growing as its per capita disbursement are
near the level of the other 3 countries which are at peak. Rather, the nations at last 3 position are
far away from reaching the level of the top players in this section.
In conducting a comparison between France and Germany it can be stated that Germany
is the leading player and France is at developing stage and this makes the Germany more
prospective place for expanding the business of Duque. This can be stated that among all 7
nations Switzerland is at the top level and at the last is Poland with France standing in the middle
postilion but is more inclined towards the types players in the graph hence its market is also
developing and people are having good capacity of spending.
TASK 3
a. Presentation of total sales of Duque:
Interpretation:
The above table present the sales revenue in totally for each three years for Duque
Papetiers Gros. The sales increased in the year 2016 by 17000 euros but in the next year it
dropped by 4000 euros and reached to 178000 euros (Jian and et.al., 2017). The increase in the
revenue was by 10.305 but next year a fall down of 2.2% is experienced by the firm. The sales
revenue of the organisation consists of sale of different article namely printing cartridges,
general office supplies, low cost printers, office furniture, shredders, paper based supplies and
writing/drawing materials.
3
Switzerland is 3.5 and for Germany it is 3.2. This is clear from the above graph they are three
leading nations in matter of the per capita spending and they are in neck to neck competition.
France Stand 4th in this line with having a figure of 28.3, apart from France the rest 3 nations do
not have a major per capita spending on the drawing and writing marital (Fei, Zhang and Chen,
2015). The expense level of Italy is determined at 18.6 and for Spain and Poland the amounts
are less than 10.
On comparison of all 7 nation's figures on expenses incurred by per person on the
drawing and writing articles it can be seen that 3 countries are in leading position with minor
differences. France's position can be determined as growing as its per capita disbursement are
near the level of the other 3 countries which are at peak. Rather, the nations at last 3 position are
far away from reaching the level of the top players in this section.
In conducting a comparison between France and Germany it can be stated that Germany
is the leading player and France is at developing stage and this makes the Germany more
prospective place for expanding the business of Duque. This can be stated that among all 7
nations Switzerland is at the top level and at the last is Poland with France standing in the middle
postilion but is more inclined towards the types players in the graph hence its market is also
developing and people are having good capacity of spending.
TASK 3
a. Presentation of total sales of Duque:
Interpretation:
The above table present the sales revenue in totally for each three years for Duque
Papetiers Gros. The sales increased in the year 2016 by 17000 euros but in the next year it
dropped by 4000 euros and reached to 178000 euros (Jian and et.al., 2017). The increase in the
revenue was by 10.305 but next year a fall down of 2.2% is experienced by the firm. The sales
revenue of the organisation consists of sale of different article namely printing cartridges,
general office supplies, low cost printers, office furniture, shredders, paper based supplies and
writing/drawing materials.
3
b. Presentation of mixed pie chart
4
4
c. Presentation of scatter diagram
Interpretation:
The correlation coefficient is defined as statistical measure that defines a relationship
between two different variables. For the above calculation it can be interpreted that the relation
of the sales revenue and three years is moderate as moderate correlation coefficient is between
range of +1 to -1 (Ming-lu, T and et.al., 2017). The fact can be seen that sales in 2016 were high
and next years it dropped to a bit. The relation between sales revenue and years is positive and
they are directly connected with each other as with change in year growth in the profit is seen.
d. Presentation of forecasted sales for 2018 and 2019
5
Interpretation:
The correlation coefficient is defined as statistical measure that defines a relationship
between two different variables. For the above calculation it can be interpreted that the relation
of the sales revenue and three years is moderate as moderate correlation coefficient is between
range of +1 to -1 (Ming-lu, T and et.al., 2017). The fact can be seen that sales in 2016 were high
and next years it dropped to a bit. The relation between sales revenue and years is positive and
they are directly connected with each other as with change in year growth in the profit is seen.
d. Presentation of forecasted sales for 2018 and 2019
5
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Interpretation:
This can be interpreted from the above calculations that sales are expected to increase
in the year 2019 as compared to the sales revenues of 2018. For 2108 it is determined at a level
of 188002 euros and for 2019 it is calculated as 194500 euros.
6
This can be interpreted from the above calculations that sales are expected to increase
in the year 2019 as compared to the sales revenues of 2018. For 2108 it is determined at a level
of 188002 euros and for 2019 it is calculated as 194500 euros.
6
TASK 4
A. Analysis of the practicability of expansion plan in Germany and Belgium
Discovery of Pros and Cons for enlargement of business in Belgium and Germany
Pros Marks
out of 10 Cons Marks out of
10
Connectivity with aggregate
larger section of customers as
compared to preset approach
8 Growth in the Sales revenues of
domestic market 6
Improvement in problem
solving and changes in
relation to development of
new and existing products
9 Impact of international
regulation and standards. 7
Enhancement in the
contribution to GDP and
economic development
8
More requirement of the skilled
labour and enhancement of
cost of production
8
Performance boost and
increased brand images 7 Increase in requirement of
working capital. 8
Total Pros 32 Total Cons 29
Interpretation:
Outcome:- 32-29= 3
The expansion plan is worth accepting and this is stated with the fact that result of Pros
minus cons is determined as positive. This gives a clear result that Duque can go forward with
his plan of expanding the business in German stationary market.
B. List of international standards that organisation must abide
Duque's apply global standards levels to increase its profitability and business growth in
marketplace (Schiavone, 2016). There are some stages which define the standards of
international organizations.
ISO/ IEC 17025 Calibration and testing laboratories: Duque's follow this stage to
make its stationary products better than other companies. They need to test its goods
quality through laboratories, which help them to know about its materials quality and
standard. These result by laboratory assure them that they get promote its tools in
marketplace.
7
A. Analysis of the practicability of expansion plan in Germany and Belgium
Discovery of Pros and Cons for enlargement of business in Belgium and Germany
Pros Marks
out of 10 Cons Marks out of
10
Connectivity with aggregate
larger section of customers as
compared to preset approach
8 Growth in the Sales revenues of
domestic market 6
Improvement in problem
solving and changes in
relation to development of
new and existing products
9 Impact of international
regulation and standards. 7
Enhancement in the
contribution to GDP and
economic development
8
More requirement of the skilled
labour and enhancement of
cost of production
8
Performance boost and
increased brand images 7 Increase in requirement of
working capital. 8
Total Pros 32 Total Cons 29
Interpretation:
Outcome:- 32-29= 3
The expansion plan is worth accepting and this is stated with the fact that result of Pros
minus cons is determined as positive. This gives a clear result that Duque can go forward with
his plan of expanding the business in German stationary market.
B. List of international standards that organisation must abide
Duque's apply global standards levels to increase its profitability and business growth in
marketplace (Schiavone, 2016). There are some stages which define the standards of
international organizations.
ISO/ IEC 17025 Calibration and testing laboratories: Duque's follow this stage to
make its stationary products better than other companies. They need to test its goods
quality through laboratories, which help them to know about its materials quality and
standard. These result by laboratory assure them that they get promote its tools in
marketplace.
7
ISO 9001 Quality management: Quality define the standard of products and services.
According to global industry standards Duque's need to give the best stationary materials
to customers according to their needs and demands within a good quality. This will raise
company standard position better than other companies in Germany. Quality management
system is the only way that can certifies all the things completely. It can be used by any
companies either small or large.
ISO 14001 Environmental management: Duque's need to manage environmental
responsibilities according to international standards. They need to focus on special
approaches like communication with families, make audits, life cycle identification and
labeling its stationary products related with environment friendly things which face the
challenges like weather change.
ISO/ IEC 27001 Information security management: According to this global standard
level company can to keep its information secure about assets (International
Organization for Standardization, 2018). It helps to operate the security of resources such
as intellectual property, financial information and workers details to another person.
TASK 5
A. Month wise instalment computation
8
According to global industry standards Duque's need to give the best stationary materials
to customers according to their needs and demands within a good quality. This will raise
company standard position better than other companies in Germany. Quality management
system is the only way that can certifies all the things completely. It can be used by any
companies either small or large.
ISO 14001 Environmental management: Duque's need to manage environmental
responsibilities according to international standards. They need to focus on special
approaches like communication with families, make audits, life cycle identification and
labeling its stationary products related with environment friendly things which face the
challenges like weather change.
ISO/ IEC 27001 Information security management: According to this global standard
level company can to keep its information secure about assets (International
Organization for Standardization, 2018). It helps to operate the security of resources such
as intellectual property, financial information and workers details to another person.
TASK 5
A. Month wise instalment computation
8
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B. Calculation of month wise cost
9
9
TASK 6
a. Mean value orders: calculations at 5% significant levle
Establishment of the hypothesis for the mean value:
Null Hypothesis: non presence of the significance difference between the mean value of
the order in terms of the expected value.
Alternative Hypothesis: presence of the significance difference between the mean value
of the order in terms of the expected value.
Determination of the existence of any one of the hypothesis:
For accepting the null hypothesis value of P must be higher than 0.05.
For accepting the alternative hypothesis value of P must be lower than 0.05.
Interpretation:
From the above calculations it can be stated that the value of p computed comes to be
lowers than 0.05. this can be interpreted there is direct relation between the variable of the
calculation. Both the variables are moving in the same direction and with this the alternative
hypothesis proved to be true and the same is accepted for the present data. Yes the evidences
support the belief of Donlad as for 5% significant level calculation of is determined as 0.23
which support alternative hypothesis which show direct relation between variables.
10
a. Mean value orders: calculations at 5% significant levle
Establishment of the hypothesis for the mean value:
Null Hypothesis: non presence of the significance difference between the mean value of
the order in terms of the expected value.
Alternative Hypothesis: presence of the significance difference between the mean value
of the order in terms of the expected value.
Determination of the existence of any one of the hypothesis:
For accepting the null hypothesis value of P must be higher than 0.05.
For accepting the alternative hypothesis value of P must be lower than 0.05.
Interpretation:
From the above calculations it can be stated that the value of p computed comes to be
lowers than 0.05. this can be interpreted there is direct relation between the variable of the
calculation. Both the variables are moving in the same direction and with this the alternative
hypothesis proved to be true and the same is accepted for the present data. Yes the evidences
support the belief of Donlad as for 5% significant level calculation of is determined as 0.23
which support alternative hypothesis which show direct relation between variables.
10
TASK 7
a. Presenting the ways in which Duque can increase the responses from the consumers
The organisation Duque Papetiers Gros is experiencing a fall down in the responses
from its consumers which are sent to them in month of December via email. This year a
reduction of 5 % is seen in the responses as compared to the last year (9 Ways to Encourage
Customers to Give Feedback, 2018). The organisation need to review the system of taking
feedbacks form the consumers one of the measure that can be adopted by it is attachment of the
incentives for those who fill the questionnaires. This is a classic method of obtaining feedback
from customers to offer an award for doing so, either offering a chance to win a big prize or
guaranteeing a small reward. To offer customers the chance to complete a survey to gain
feedback – whether on the phone or online – opposes this message of time-effectiveness.
b. Presentation of descriptive statistics of 4 different variables
11
a. Presenting the ways in which Duque can increase the responses from the consumers
The organisation Duque Papetiers Gros is experiencing a fall down in the responses
from its consumers which are sent to them in month of December via email. This year a
reduction of 5 % is seen in the responses as compared to the last year (9 Ways to Encourage
Customers to Give Feedback, 2018). The organisation need to review the system of taking
feedbacks form the consumers one of the measure that can be adopted by it is attachment of the
incentives for those who fill the questionnaires. This is a classic method of obtaining feedback
from customers to offer an award for doing so, either offering a chance to win a big prize or
guaranteeing a small reward. To offer customers the chance to complete a survey to gain
feedback – whether on the phone or online – opposes this message of time-effectiveness.
b. Presentation of descriptive statistics of 4 different variables
11
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Interpretation:
From the above table it can be seen that the mean and media and highest for the services
by the sales staff and lowest for the price value of the products purchased by the consumer. This
states the fact that consumers are highly satisfied for the serveries provided by the staff of the
organisation but that do not feel that the prices of the goods paid by them are in accordance with
the articles. Further it can be seen from the table that the highest dispersion of the mean value
is also faced by the sales staff services and lowest by the quality of the sales and services.
TASK 8
a. Conclusion
From the above report it can be concluded that to expand the stationary business in
German market is feasible. The fact has been presented after interpreting the stationary
wholesale market of Germany which presented the scenario that there are 2200 wholesaler
companies and the number is expected to rise as well. The per capita spending in Germany has
been determined at high level in sector of drawing and writing materiel. The organisation
Duque Papetiers Gros must comply with the international standards which has been presented in
the report. Further more the suggestion are presented to the owner of the business as how they
can increase the number of responses of feedbacks from their consumers.
12
From the above table it can be seen that the mean and media and highest for the services
by the sales staff and lowest for the price value of the products purchased by the consumer. This
states the fact that consumers are highly satisfied for the serveries provided by the staff of the
organisation but that do not feel that the prices of the goods paid by them are in accordance with
the articles. Further it can be seen from the table that the highest dispersion of the mean value
is also faced by the sales staff services and lowest by the quality of the sales and services.
TASK 8
a. Conclusion
From the above report it can be concluded that to expand the stationary business in
German market is feasible. The fact has been presented after interpreting the stationary
wholesale market of Germany which presented the scenario that there are 2200 wholesaler
companies and the number is expected to rise as well. The per capita spending in Germany has
been determined at high level in sector of drawing and writing materiel. The organisation
Duque Papetiers Gros must comply with the international standards which has been presented in
the report. Further more the suggestion are presented to the owner of the business as how they
can increase the number of responses of feedbacks from their consumers.
12
REFERENCES
Books and Journals
Kirton, J. J. and Trebilcock, M. J., 2017. Hard choices, soft law: Voluntary standards in global
trade, environment and social governance. Routledge.
Schiavone, G., 2016. International organizations: a dictionary and directory. Springer.
Karageçili, H., Yerlikaya, E. and Aydin, R. Z., 2016, April. Analyzing the some biochemical
parameters of diabetes mellitus and obese patients who applied to Siirt State Hospital
endocrine polyclinic and their prevalence. In AIP Conference Proceedings. (Vol. 1726,
No. 1, p. 020101). AIP Publishing.
Fei, X., Zhang, S. and Chen, S., 2015. The comparison of reticulocyte parameters on the XN-
1000 and LH780 hematology analyzer. International Journal of Laboratory Medicine.
(8), pp.1090-1091.
Jian, D and et.al., 2017. Correlation of the Degree of Five Kinds of Different Vegetable Oil
Oxidation to Proportions Change of Fatty Acid. Journal of the Chinese Cereals and
Oils Associatio. 8. p.016.
Ming-lu, T and et.al., 2017. Quantified Estimation of Anthocyanin Content in Mosaic Virus
Infected Apple Leaves Based on Hyperspectral Imaging. SPECTROSCOPY AND
SPECTRAL ANALYSIS. 37(10). pp.3187-3192.
Online
9 Ways to Encourage Customers to Give Feedback. 2018. [Online]. Available though
:<https://www.callcentrehelper.com/9-ways-to-encourage-customers-to-give-feedback-
118879.htm>.
International Organization for Standardization. 2018. [Online]. Available though
:<https://www.iso.org/home.html>.
MGCC Perspectives. 2016. [Online]. Available through :< malaysia.ahk.de>.
13
Books and Journals
Kirton, J. J. and Trebilcock, M. J., 2017. Hard choices, soft law: Voluntary standards in global
trade, environment and social governance. Routledge.
Schiavone, G., 2016. International organizations: a dictionary and directory. Springer.
Karageçili, H., Yerlikaya, E. and Aydin, R. Z., 2016, April. Analyzing the some biochemical
parameters of diabetes mellitus and obese patients who applied to Siirt State Hospital
endocrine polyclinic and their prevalence. In AIP Conference Proceedings. (Vol. 1726,
No. 1, p. 020101). AIP Publishing.
Fei, X., Zhang, S. and Chen, S., 2015. The comparison of reticulocyte parameters on the XN-
1000 and LH780 hematology analyzer. International Journal of Laboratory Medicine.
(8), pp.1090-1091.
Jian, D and et.al., 2017. Correlation of the Degree of Five Kinds of Different Vegetable Oil
Oxidation to Proportions Change of Fatty Acid. Journal of the Chinese Cereals and
Oils Associatio. 8. p.016.
Ming-lu, T and et.al., 2017. Quantified Estimation of Anthocyanin Content in Mosaic Virus
Infected Apple Leaves Based on Hyperspectral Imaging. SPECTROSCOPY AND
SPECTRAL ANALYSIS. 37(10). pp.3187-3192.
Online
9 Ways to Encourage Customers to Give Feedback. 2018. [Online]. Available though
:<https://www.callcentrehelper.com/9-ways-to-encourage-customers-to-give-feedback-
118879.htm>.
International Organization for Standardization. 2018. [Online]. Available though
:<https://www.iso.org/home.html>.
MGCC Perspectives. 2016. [Online]. Available through :< malaysia.ahk.de>.
13
APPENDIX
14
14
1 out of 16
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