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A CASE OF OPEN ACQUIRE OFFER – JUSTIFY PAYMENT OF NON COMPETE FEE, SEBI TELLS E. LAND

Saurabh Singh

JUSTIFY PAYMENT OF NON COMPETE FEE, SEBI TELLS E. LAND

The Securities & Exchange Board of India, or SEBI, has told a South Korea’s $7-billion textile chain E. Land, which in process of acquiring Mudra Life Style by an open offer, to justify the payment of a non-compete fee of 25% to the promoters of Mumbai-based Mudra Lifestyle.

INTRODUCTION OF STAKEHOLDERS

E. LAND TEXTILE CHAIN OF SOUTH KOREAN ORIGIN

E. Land is a South Korean $ 7 Billion Textile Chain. The textile house is in midst of the process of taking over Mudra Lifestyle. E.Land Group (is a South Korean conglomerate headquartered in Chanjeon-dong Mapo-gu Seoul, Korea. It started as a 6 sqm small clothing shop on a fashion street in front of Ewha University in Sinchon in 1980. E.Land Group became a USD 7 billion group of companies, creating the phrase “Myth of 6 sqm (hangul)”. E.Land Group now takes part in retail malls, restaurants, hotels and construction businesses as well as its cornerstone, fashion apparel business. It has operations worldwide through its subsidiary E-Land World, including China, Hong Kong, Vietnam, the United States and Europe. History In the 1980s, E. Land Group revolutionized the retail channel by pioneering new markets using a franchising system. Franchising system is one of the most profitable forms of retail distribution due to its low initial investment requirement when opening new stores. Its first ever brand was called “England”, which later changed to “E-Land” due to restrictions on trademark registration. During the Asian financial crisis of 1997, E. Land Group successfully carried out several corporate reform initiatives, including corporate restructuring, overhaul of its finances and transformation of its management system. As a result, E. Land Group became the 37th largest corporation in Korea (excluding SOE’s) with assets totaling over 2 billion USD as of the end of 2005. E. Land Group transformed Korean apparel retailing, which was historically divided into high-priced department stores and low-priced traditional markets, by creating a new medium-priced market using street shops. This market has now grown to over USD 20 billion in 2006. E. Land Group currently takes part in fashion apparel, hyper-mart retail, fashion outlet malls, department stores, hotels and restaurant businesses. Vertical Integration It currently focuses on vertical integration of production and distribution of consumer goods that include apparel, groceries and house wares. Products are sold through two different channels, namely, approximately 5,000 franchise stores and E. Land Group owned stores consisting of 25 premium fashion discount stores, two department stores and 32 discount stores. The strength of E.Land Group lies in its ability to generate synergies between its fashion and retail businesses, and this strategy being implemented through a business portfolio that includes infant wear, children’s wear, women’s wear, sportswear and underwear and a multitude of channels such as outlets, department stores and super supermarkets. Retail E. Land Group is currently the second largest retailer in Korea based on number of stores as of September 2006 (Source: Korea Rating). The Group’s current retail business comprises Homever, Kims Club, NC Department Store, NewCore Outlet and 2001 Outlet. 2001 Outlet In 1994, E.Land Group introduced the first outlet in Korean market by opening the first store of 2001 Outlet. It took a form of mullti story outlet stores with groceries, houseware and apparel. NC Department Store & NewCore Outlet In 2003, E.Land Group purchased a 75% stake in NewCore, a department store operating in 25 different locations in Korea. Following the acquisition, NewCore was transformed to and operated as two department stores and 15 fashion premium outlets. Homever (ex. Carrefour) In April 2006, E. Land Group acquired the entire South Korean operations of Carrefour which operated 32 discount stores. Carrefour Korea, despite its global presence and experiences overseas, struggled to understand the local Korean culture. Carrefour was rebranded to Homever by E. Land Group after the acquisition. The acquisition moved E. Land Group from 6th to 2nd largest discount/outlet operators with respect to total number of stores. Using experiences accumulated from prior operations of 2001 Outlet and NewCore Outlet, E. Land Group successfully integrated its winning strategy to revive the stores after the acquisition. During 2007, E-Land received media attention regarding new Korean non-regular protection laws. E-land laid off more than 900 non-regular female cashiers at its affiliate retailers, Homever and New Core, just before the law went into effect on July 1 2007. The group, instead, outsourced their jobs to workers from temporary agencies. The new law requires a company to grant its non-regular employees regular status after they have worked with the company for two years. On 14 May 2008, the British retail group Tesco, which already operated in Korea, agreed to purchase 36 hypermarkets with a combination of food and non-food products from E-Land for $1.9 billion (976 million pounds) in its biggest single acquisition, making Tesco the second largest retailer in the country. The majority of the E-Land stores formerly belonged to French retailer Carrefour before 2006 and most of the stores will be converted to Tesco Homeplus outlets. Tesco’s South Korean discount store chain, Home Plus, currently has 66 outlets.

MUDRA LIFESTYLE BUSINESS

Mudra Group started its operations in 1986 and is in the textile industry having facilities for fabrics & garments manufacturing, processing, design development and sampling etc. It manufactures fabrics and garments for domestic and export market. The brand MUDRA has built a strong goodwill for itself in the domestic market and commands a premium. It’s gradually moving towards garment manufacturing mainly in the designer shirts and ladies wear segments to capitalize on the huge opportunity unleashed by the removal of quotas.

MUDRA LIFESTYLES’ PRODUCT PORTFOLIO CONSISTS OF: •Finished fabric •Processing •Garments Mens Wear :Shirts Ladies Wear : Tops, Skirts Kids Wear PROMOTERS: Mr. Murarilal Agarwal, aged 49 years, Chairman and Managing Director, is a commerce graduate. He is the founder of the MUDRA group and has over 25 years experience in various facets of the textile industry. Shri Agarwal, as Executive Chairman, overlooks the entire working and affairs of the company’s management. Mr. Ravindra Agarwal, aged 46 years, Joint Managing Director, has done his M.A. (Gold Medalist) from Mumbai University. He has experience of over 18 years in the textile industry. He heads the Finance and Marketing Functions of the company. He is supported by a team of experienced professionals. Mr. Vishwambharlal Bhoot, aged 65 years, is a matriculate and has experience of over 38 years in the textile industry. He controls the company’s administration and accounting functions. He is supported by a team of experienced professionals.

THE BOARD COMPRISES THE FOLLOWING DIRECTORS:

S. No.NameDesignation 1Mr. Murarilal AgarwalChairman and Managing Director 2Mr. Ravindra AgarwalJoint Managing Director 3Mr. Vishwambharlal K. BhootExecutive Director 4Dr. Surendra Ambalal DaveIndependent Director 5Mr. Subhash Chandra BhargavaIndependent Director 6Mr. S. P. Pandian Independent Director

SECURITIES AND EXCHANGE BOARD OF INDIA SECURITIES & EXCHANGE BOARD OF INDIA (frequently abbreviated SEBI) is the regulator for the securities market in India. It was formed officially by the Government of India in 1992 with SEBI Act 1992 being passed by the Indian Parliament. Chaired by C B Bhave, SEBI is headquartered in the popular business district of Bandra-Kurla complex in Mumbai, and has Northern, Eastern, Southern and Western regional offices in New Delhi, Kolkata, Chennai and Ahmadabad. ORGANIZATION STRUCTURE: Chandrasekhar Bhaskar Bhave is the sixth chairman of the Securities Market Regulator. Prior to taking charge as Chairman SEBI, he had been the chairman of NSDL (National Securities Depository Limited) ushering in paperless securities. Prior to his stint at NSDL, he had served SEBI as a Senior Executive Director. He is a former Indian Administrative Service officer of the 1975 batch…

THE BOARD COMPRISES

NameDesignationAs per C B BhaveChairman SEBICHAIRMAN (S.4(1)(a) of the SEBI Act,1992) KP KrishnanJoint Secretary, Ministry of FinanceMember (S.4(1)(b) of the SEBI Act, 1992) Anurag GoelSecretary, Ministry of Corporate AffairsMember (S.4(1)(b) of the SEBI Act, 1992) Dr G Mohan GopalDirector, National Judicial Academy, BhopalMember (S.4(1)(d) of the SEBI Act, 1992) MS SahooWhole Time Member, SEBIMember (S.4(1)(d) of the SEBI Act, 1992) Dr KM AbrahamWhole Time Member, SEBIMember (S.4(1)(d) of the SEBI Act, 1992) Mohandas PaiDirector, InfosysMember (S.4(1)(d) of the SEBI Act, 1992) Prashant SaranWhole Time Member, SEBIMember (S.4(1)(d) of the SEBI Act, 1992)

FUNCTIONS AND RESPONSIBILITIES SEBI

SEBI has to be responsive to the needs of three groups, which constitute the market: 1.The issuers of securities 2.The investors 3.The market intermediaries SEBI has three functions rolled into one body quasi-legislative, quasi-judicial and quasi-executive. It drafts regulations in its legislative capacity, it conducts investigation and enforcement action in its executive function and it passes rulings and orders in its judicial capacity. Though this makes it very powerful, there is an appeals process to create accountability. There is a Securities Appellate Tribunal [SAT] which is a three-member tribunal and is presently headed by a former Chief Justice of a High court – Mr. Justice NK Sodhi. A second appeal lies directly to the Supreme Court. SEBI has enjoyed success as a regulator by pushing systemic reforms aggressively and successively (e.g. the quick movement towards making the markets electronic and paperless rolling settlement on T+2 basis). SEBI has been active in setting up the regulations as required under law.

MUDRA LIFESTYLE: STOCK PROCES AS ON JANUARY 28, 2010

BSE : Jan 28, 17:30 Open Price57.00Volume351495 High Price59.0052 Wk High62.80 Low Price53.00 52 Wk Low33.50 Prev. Close57.65 Open Price58.00Volume293989 High Price58.0052 Wk High59.95 Low Price53.85 52 Wk Low28.05 Prev. Close57.50 NSE: Jan 28, 17:30

THE SITUATION

In a first-of-its-kind deal in the local textile sector, the South Korean fashion and garment conglomerate had agreed to and is in the process of acquiring the promoter’s stake in Mudra Lifestyle and also take management control. The Korean firm has already acquired a 25% stake in the company and appointed directors on its board. It has also unveiled an open offer to buy 20% equity from shareholders at Rs 60 per share. It would pay Rs 75 a share to the company’s promoters for a controlling stake. The differential pricing to the promoters is on account of a non-compete fee. An acquirer can pay a seller non-compete fee of up to 25% of the price offered to shareholders in an open offer. Anything more than 25% has to be included in the open offer price. According to officials in investment banks, SEBI has asked SBI Caps, which is managing the open offer, to justify a higher or differential price in the form of non-compete fee to the promoters. “The regulator is still examining the submission. The company had filed for an open offer approval in October. Payment of non-compete fee is increasingly turning out to be a contentious issue with the market regulator vetting several such cases. This may also have to do with the recent recommendation of a committee on takeovers, which said non-compete fees should be done away with as according to it promoters were the sole beneficiaries. “SEBI is hostile towards non-compete fee as it is looking at reforming this aspect of companies’ takeover. More often than not it short-changes minority shareholders. While SEBI allows this to go up to 25%, under the Indian Contract Act it is invalid. However, the Securities Appellate Tribunal has said that if the law allows it, then it is justified. Merchant Banker to the ISSUE:SBI Caps or SBI Capital Markets Legal Arm of Merchant Banker: Amarchand Mangaldas Usual Time Taken by SEBI to settle Such Cases: One Month Time being Consumed by SEBI in this Case: It has already been nearly four months since the Company had filed for an open offer approval in October 2010 ISSUES INVOLVE 1. SEBI is hostile towards non – compete fee. 2. While SEBI allows it to go up to 25 per cent, in case of Indian Contract Act it is invalid. 3. Securities Appellate Tribunal says that if law allows, then it justified. But in majority of case ‘it is control premium’ that is paid in disguise of ‘non – compete fee’.

VIEW OF AN ECONOMIC LAW PRACTIONER

SEBI does not have much jurisdiction to decide whether the fee is justified, if it is not above the prescribed limits.

DEAD FISH IN THE POND

There is an old saying regarding a dead fish in the pond. In same manner or on the similar lines one of recent and matching issue was of acquiring of Mysore Cements. In this case SEBI had asked the acquirers not to pay differential prices to promoters at the expense of other Share Holders. The Regulator was of the view that payment of non – compete fee was not justified in this case as company was classified as a sick company.

 

E. LAND GROUP OWNS IN EXCESS OF 60 BRANDS IN KOREA

Casual •Brenntano •Underwood •Hunt •R.Athletic •Teenie Weenie •Who.A.U •Shane Jeans •So Basic •There’s •Coin •C.o.a.x •Prich •G-Star Deco & Netishion (Women’s) •Deco •Ana Capri •Telegraph •XIX •Dia •EnC •96 New York •A6 Women, kids, underwear and accessories •E-Land Junior •Underwood School •Ohoo •Little Brenn •Roem Girls •The Day Girl •Cocorita •Usall •New Golden •Hunt Kids •Caps •Vianni Kids •Cheek •Entetee •Celden •Hunt Innerwear •The Day Underwear •Eblin •Petit Lin •Body Pop •Roem •The Day •2Me •Teresia •Fiorucci •Clovis •Lloyd •Clue •Vianni •Eco Mart •Paw in Paw •OIX •Vicman •OIX Milano •NIX21 •Marie Claire •OST •Beall Eland also operate the following global brands under license •Berghaus •Ellesse Source: http://en.wikipedia.org/wiki/E-Land accessed on Jan 29, 2011 at 1237 Hours IST.

TERMS DEFINED NON –

COMPETE FEE

This fee is a differential price being paid to promoters over and above the price being paid to ordinary shareholders.

TRADITION & REASON BEHIND NON COMPETE FEE

This fee is paid by the acquirer to ensure that the former promoters of the company do not compete directly in same line of business for specified time period.

ACCEPTED AMOUNT

An acquirer can pay seller a Non – Compete Fee of up to 25 per cent of the price being offered to share holders in the Open Offer of Acquisition. Anything more than 25 per cent has got to be included in the open offer.

 

ALWAYS YOURS — AS USUAL — SAURABH SINGH

Paul Watson: Fed Leads America “To The Brink Of Collapse”

Hope its good to have idea of various view points. So this too would be O.K. Always Yours — As Usual — Saurabh Singh

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New World Order Imminent!- Anyone For A Game Of Ping Pong?

This vedio has been uploaded for my learned audiences, fans, students and scholars and rest others, who wish to understand issue of New World Order. I would top up the same by a commentry on Asian Environment Soon. Hope you find some value in it.Always Your—– As Usual — Saurabh Singh

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TRUTH: TOUGH TO SPEAK : MORE THAN ANY THING ELSE

TRUTH: TOUGH TO SPEAK : MORE THAN ANY THING ELSE

Telling truth somehow has been found to be a real taxing job. This has been one of the strategic battle fields, in my efforts to remain human, that I am attempting for last four years. Well ! nearly all who made me learn and also those around me who still preach other to practice truth by quoting “Truth Shall Triumph”, have been found lacking by miles when its’ their turn to practice what they preach. The one of the serious problems that I encountered in my attempts to remain human, got born the day I learned and put in practice this teaching of society. As soon as I saw many human beings started to change sides. Why it is so? is still a mystery.

The finding on the same lines is that, since you were not born with all the elements around you, in the sense that they keep on changing, you should not develop attachment to them. This is point where you will find that speaking truth has now turned some what easy.

This learning occurred to me with the learning that I do not have liabilities but responsibilities. Studies, Books and Exploring the Unexplored in this Universe are at times much better company to have. Some times, despite of this, I fear that God may have destined a long life span for me, reason behind this feeling may be assigned to my style of living the life. I will not say that I live life King Size, but then I can very well say that I live life at both extremes and have always attempted to defy the moderate path.

Normally, people pursuing moderate path with unbudgging focus on material and commercial aspect and in a state, which I say as a stage of life long and unending transition, where they are attempting from Third Stage in Maslow’s  Need of Hierarchy to Fourth Stage of same hierarchy.

Alas ! they are not able to complete this transition even at the moment ending their journey of life, but are happy (as they feel) most often with few tense moments at night, also at the same time time suffering with psuedo – achievement syndrom. They continue to live in ‘Gentle Poverty’ [a term coined by author], trying to prove that they are ethical ones, and simultaneously attempting to hide the fact they are neither humans, nor professionals; precisely ‘they can be termed as Selfish’ Creations. They will remain happy and content for nearly one third of their life span, i.e., commercially productive life span and may succeed in developing a false feeling of being content too; but you know that still  one third of their life, that would be less productive phase remains left.

A great Saint and Poet Tulsidaas [who authored Ram Charit Manas and in same] has said that “SABSE BHALE VEH MOORH NAR JINHE NAA VYAPAHIN JAGAT GATI”, when translated in Victorian language, it means that  the “Individual who are not intelligent enough to learn what is happening around the world and lack vision and are living in manner of ‘FUNGI’ are the happiest of all”.

I am also worried more often than not that why such issue get born in my Grey Cells alone. Are others also thinking in the same manner? If yes then why do not act so? I find no answers as the world turns deaf to my question. Its good too, as it provides me chance to analyze the things further.

Some how I land on the conclusion that as life has its strange ways, the god may be having some agenda with him that he may be planning of getting executed by me and thus has given or say gifted or punished by equipping me with this kind of life style and thinking.

People like me probably are not allowed to expect an easy life for them. As such people are supposed to be busy thinking that when so many are there, why it is they alone forced to embark on such path, and are then lost in search of what they are expected to do or what new surprise may spring out of destiny’s lucky dip basket.

Its’ nothing new and finally all ends well. The only difference that is found with passage of time is  that while others find it easy to leave this planet or to say fully vanish with their identities and names within fifty or sixty years of their leaving their mortal bodies, the another kind finds it difficult task to be performmed even after passage of centuries too.

Probably this much gamble is good enough to give you motivation for completing the Journey of life in bit other manner, trying to follow and accompany truth as nearly, as long as possible.

Remember, its only your deeds that can turn you immortal and also that you have been gifted with only one life time to perform the same. No more, no less. “Complaining of not having inherited the fortunes is not a good thing to do, but on the other side do attempt to complete your journey of life leaving others HAPPY & PLANET A BETTER PLACE FOR THEM TO LIVE.”


Always Yours —-  As Usual —–  Saurabh Singh

 

Relationship Marketing in Retailing

Only Business and No Administration

Only Business and No Administration will never create a Synergy Termed Business Administration. Business Administration is not alone Commerce; rather to be exact, it is art and science of governance applied to Business Entity.Illustration could be given as in Case of Nations, they do transact a number of Business and Commerce Related Activities, but what is being done is act called Governance and Administration. Popularly Termed as Public Administration.

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Barak Obama and Economic Crisis

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ACADEMICS IS LONG DEAD!———————– LONG LIVE ACADEMICS !!!

I am not aware as to why and how, the team of A “Journal published by Research Directorate of a University well known”, had thought and ultimately sent a research paper submitted to it for consideration of publication, for the purpose of getting referees comments on the same.

This happened to be the first time; I got any assignment of this nature from Journal Publishing Division of the particular university.

Initially, I was surprised by this gesture, due to the traditions that prevail in the nation happens to be selection of reviewers based on designation and is not based on knowledge of domain and expertise of Individual in it. As I happen to be reviewer of many International Journals, being at my designation itself, that Assistant Professor [for people not related to the institution I work with, or those who retired prior to Sixth Pay Commission Recommendations; it is being mentioned that this designation is same, which in their time was known as Lecturer] not being named here for reasons of confidentiality; but never expected it from the published by Research Directorate of a University known well to all. University is not being named for Reasons of Confidentiality.

The manner, in which the role of referee is supposed to be performed, was followed and performed with to the level of and with all possible integrity and devotion to the extent possible and expected within my limitations. The comments that were as final recommendation put by me on the space meant for Comment on the Evaluators’ Sheet were as detailed in double quotes:

“The work completed and outcome of the same happen to be very relevant and pertinent for concerned domain of knowledge. The paper too has been drafted, following most of the conventions in vogue, in research. Evaluator feels that, if some extra efforts can be put and same is fine tuned further, the contribution, by this paper, may achieve a distinction of being seminal in Nature. Therefore, recommends that, the scholar may be provided with a chance of value addition.”

Since, due to the limitations of space provided on Page, provided for comments; was forced to attach three additional A4 Sheets. The same got details explaining the comments given as mentioned paragraph just preceding this one.

Perhaps due to paucity of money in the Organizational Funds, it has turned impossible for the organization to provide me a couple of cartridges, for performing few academic endeavors’. I thought better to buy the same from my pocket [Approx. Five plus Three Units, as only a petty sum of Rs. 32,000/- was required].

Any way then too, I preferred to write comments in ink by my own fountain pen. My purpose of joining academics is not alone to earn money, but certainly let me accept that its important but I have given it second priority. My primary objective is still, to learn as far as possible to turn capable of solving at least one unsolved miseries existing in this enigmatic and ever expanding universe, which can turn helpful in overcoming at least one the suffering from total number of miseries being faced by humanity. Thus I take my salary as stipend received by name “Learn while you Earn”. The salary in material terms is also not more than that, which clear by my designation as mentioned above. The comments, thus, in additional sheets were scribbled in my own hand writing and attached along with evaluator’s report.

Now the logic as to why I am sharing this information with my audience:

“When Paper was returned back to Scholar who had authored the same, for the purpose of correction; it got revealed to me that the authors were none other than Learned Dean of one College of the same well known University co- authored by Learned Head Department of the same College, and a scholar who got admitted to the prestigious degree of Doctor of Philosophy the domain dealt by the college, bearing a seal of the prestigious university”.

Now I feel a bit happy for of my decision of not getting enrolled or registered for Ph. D., in the Particular College and the University.

This also clearly introduces me to the reasons, as to why the university despite of best of its efforts has not got the status of Central University. Probably as of now the University should vie to get recognized as National Institution, even which as per me, may not be awarded.

Finally I Hope that there is no need to Sign this Document….As the above content has not been created for legal purposes. It’s just meant to separate and create a visible difference between a Professor and a Tutor performing the role of Professor to earn his Livelihood. ALSO TO EXPLAIN WHAT IT MEANS AND SHOULD BE EXPECTED BY PRESENT GENERATION INDIVIDUALS DECORATED BY DEGREE TITLED DOCTOR OF PHILOSOPHY.

ACADEMICS IS LONG DEAD! ………………………………………………

……………………..…………………………………………………………….LONG LIVE ACADEMICS !!!

 

Always Yours ………………………………..As Usual…………………………Saurabh Singh

The Extended Marketing Mix Model

The Extended Marketing Mix Model —  Boom & Bitner’s Additional Three Ps of Marketing Mix

The marketing mix is the combination of marketing activities that an organization engages in so as to best meet the needs of its targeted market. Traditionally the marketing mix consisted of just 4 Ps.


For example, motor vehicle manufacturers like Audi:

  • Produces products that are of the highest quality and fit for the needs of different groups of consumers,
  • Offers a range of cars at value for money prices, depending on the market segmented they are targeted at,
  • Sells the cars through appropriate outlets such as dealerships and showrooms in prime locations, i.e. in the right places, and
  • Supports the marketing of the products through appropriate promotional and advertising activity.

The marketing mix  [McCarthy’s Marketing Mix Model called 4 Ps of Marketing] thus consists of four main elements:

1. Product

2. Price

3. Place

4. Promotion.

Getting the mix of these elements right enables the organisation to meet its marketing objectives and to satisfy the requirements of customers.


In addition to the traditional four Ps it is now customary to add some more Ps to the mix to give us Seven Ps.

The additional Ps have been added because today marketing is far more customer oriented than ever before, and because the service sector of the economy has come to dominate economic activity in this country.

These 3 extra Ps are particularly relevant to this new extended service mix.

THE THREE EXTRA Ps ARE:

1. Physical layout

These days when manufacturing dominated the UK economy the physical layout of production units such as factories was not very important to the end consumer because they never went inside the factory. However, today consumers typically come into contact with products in retail units – and they expect a high level of presentation in modern shops – e.g. record stores, clothes shops etc. Not only do they need to easily find their way around the store, but they also often expect a good standard or presentation.


The importance of quality physical layout is important in a range of service providers, including:

  • Students going to college or university have far higher expectations about the quality of their accommodation and learning environment than in the past. As a result colleges and universities pay far more attention to creating attractive learning environments, student accommodation, shops, bars and other facilities.
  • Air passengers expect attractive and stimulating environments, such as interesting departure lounges, with activities for young children etc.
  • Hair dressing salons are expected to provide pleasant waiting areas, with attractive reading materials, access to coffee for customers, etc.
  • Physical layout is not only relevant to stores, which we visit, but also to the layout and structure of virtual stores, and websites.

2. Provision of customer service

Customer service lies at the heart of modern service industries. Customers are likely to be loyal to organizations that serve them well – from the  way in which a telephone query is handled, to direct face-to-face interactions. Although the ‘have a nice day’ approach is a bit corny, it is certainly better than a couldn’t care less approach to customer relations. Call centre staff and customer interfacing personnel are the front line troops of any organisation and therefore need to be thoroughly familiar with good customer relation’s practice.

3. Processes

Associated with customer service are a number of processes involved in making marketing effective in an  organization e.g. processes for handling customer complaints, processes for identifying customer needs and requirements, processes for handling order etc

The 7 Ps – price, product, place, promotion, physical presence, provision of service, and processes comprise the modern marketing mix that is particularly relevant in service industry, but is also relevant to any form of business where meeting the needs of customers is given priority.

Always Yours—–as Usual——Saurabh Singh

War amongst two Organs of same Body: Did Somebody Say Cannibalization: Is it Suicidal?

Market regulator SEBI has barred 14 private life insurance companies from selling unit-linked insurance plans without its approval, giving a fresh twist to the turf war between SEBI and insurance watchdog IRDA.

“We expect some companies to move the court” said the CEO of a life company. “It is unfortunate that this dispute has been allowed to reach this stage. It is time for the finance ministry to intervene” he added.

In an order signed by Prashant Sharn, wholetime director, SEBI, said, “I hereby direct the entities mentioned in this order not to issue any offer document, advertisement, brochure soliciting money from investors or raise money from investors by way of new and/or additional subscription for any product (including ULIPSs) having an investment component in the nature of mutual funds, till they obtain the requisite certificate of registration from SEBI.”

The 14 companies mentioned in this order include Aegon Religare, Aviva, Bajaj Allianz Life Insurance, Bharti AXA, Birla Sun Life, HDFC Standard Life, ICICI Prudential, ING Vyasa Life, Kotak Mahindra Old Mutual Life, Max New York Life, Metlife India, Reliance Life, SBI Life, TATA AIG Life.

A few months back, SEBI had questioned individual life companies why they were selling investment products without its approval. Companies had responded individually that insurance laws permit them to offer an investment component within a life insurance policy. They also said that they were regulated by SEBI who had cleared all these products. The life companies were supported by the market regulator, who reiterated the stand taken by life companies.

In its final order SEBI said, “I find that the entities by their own admission have stated that there are two components of ULIPSs – an insurance component where the risk on the life insurance portion vests with the insurer and the investment component where the risk lies with the investor. This establishes conclusively that ULIPSs are a combination product and the investment component need to be registered with and regulated by SEBI”

SEBI’s order has implications not only for the life insurance companies but also for their promoters who have sunk in over Rs 26,000 crore in the form paid up capital. According to analyst reports, a significant portion of the value of various companies including, ICICI Bank, Aditya Birla Nuvo, SBI Life and Bajaj Fin serve. Most of the business written by these companies is through ULIPSs. If these companies are barred from selling ULIPSs, their valuations are likely to be hit.

Atul Surana , Certified Financial Planner and MD of Catalyst Financial Planning, says, “Anybody will understand one clear partial stand of SEBI which has not included LIC’s name in the list of life insurance companies selling ULIPSs. Secondly, this sounds much like a war between IRDA and SEBI who are bent on proving their authorities. These two regulators could have sorted out the issue on regulatory process first and then issued the order!”

So far as the order’s negative implications are concerned, experts say that while they broadly agree with the concerns of the regulator, it is also important to look at some possible negative implications of this move.

For instance, this process of another regulatory approval might take away the sheen from these products. Insurance companies may not be inclined.  The Securities and Exchange Board of India’s latest order on ULIPSs is expected to have far-reaching implications for the concerned life insurance companies as well as investors. SEBI has issued a directive to all private life insurance companies not to issue any offer document or advertisement soliciting money from investors for a ULIPS or any product having an investment part in the nature of mutual funds, till they approve of the same.

This directive is the latest in a series of initiatives taken by the market regulator to put an end to all unfair market practices and make the process of investments simple, fair and cost efficient for an investor. While the immediate fallout will be negative for all the 14 private life insurance companies as ULIPSs form a major part of the new business written by these companies in the recent past, yet some financial experts feel that this is a welcome step as it puts an end to the unfair practice of pushing life insurance policies as investment products to gullible investors.

“In the current market practice investors end up paying very high charges for the investment part of these policies and are usually not aware of the expenses they are paying. This is because unlike a normal share or mutual fund investment there are usually a myriad of charges in a ULIPS product hidden behind numerous provisions and clauses which are sometimes not easy to comprehend even by insurance professionals,” says Ashish Kapur, CEO, Invest Shoppe India Ltd, adding, “hence common investors have very little chance of ever getting an accurate picture of the costs they are incurring on these insurance and investment combination products.”

Still all is not well with the SEBI order as it is believed to have some partiality besides having some negative implications to offer these products if the regulations are very tough and costly to comply with.

FRIENDLY FIRE: EXPECTED NUMBER OF CASUALTIES

SEBI’s order asking 14 insurance companies to stop selling unit-linked insurance plans has turned into full-fledged regulatory battle with the Insurance Regulatory and Development Authority issuing its own order directing the 14 companies to continue selling ULIPSs.

“After due consultation with the members of the consultative committee all the 14 insurance companies which are mentioned in the order of SEBI are directed to note that notwithstanding the said order of the SEBI, they shall continue to carry out insurance business as usual including offering, marketing and servicing ULIPSs in accordance with the Insurance Act 1938” IRDA said in a late evening order on Saturday signed by chairman J Harinarayan.

In the order IRDA observed that SEBI’s order would upset financial stability, jeorpardise policy holders interest and was prejudicial to the interest of insurers. The 14 companies mentioned in this order include; Aegon Religare, Aviva, Bajaj Allianz Life Insurance, Bharti AXA, Birla Sun Life, HDFC Standard Life, ICICI Prudential, ING Vyasa Life, Kotak Mahindra Old Mutual Life, Max New York Life, Metlife India, Reliance Life, SBI Life, TATA AIG Life.

“The IRDA Act `99 is specifically enacted to provide for an authority to protect the interests of holders of insurance policies, to regulate, promote and ensure the orderly growth of the insurance industry” IRDA said. The insurance industry was greatly relieved by IRDA’s order. “It is now between the regulators who have to settle this among themselves” said a senior industry official.

SEBI’s order has more far reaching implications than a press release or a circular. Since the order has been issued under Section 34(i) (a) and (b) of the insurance Act. IRDA has said that in the year `08-09 ULIPS policies involving a total premium of Rs 90,645 cr were in force. In fiscal `09-10 upto February 16.7 lakh policies have been sold with a premium of Rs 44,611crores. “It is also observed that the 14 insurance companies have an equity capital of Rs 16,281cr as on March 2009” IRDA said.

The insurance regulator said that observance of SEBI’s order would cause the stoppage of all renewals of insurance policies already invested by the insuring public may result in forced premature surrender of insurance policies causing substantial loss to the policyholders and to the insurers. “The effective stoppage of the sale of the products would cause a complete drying up of revenue flows to the insurance companies which could disrupt the payment of benefits on maturity, on death and on other admissible claims, putting the policyholder and the general public to irreparable financial loss. The financial position of the insurers will be seriously jeopardized thus destabilizing the market and upsetting financial stability” IRDA said.

IRDA IS FIRST TO BLOW CONCH – DIN’T YOU HEAR THE WAR CRY

SEBI’s order asking 14 insurance companies to stop selling unit-linked insurance plans has turned into full-fledged regulatory battle with the Insurance Regulatory and Development Authority issuing its own order directing the 14 companies to continue selling ULIPSs.

“After due consultation with the members of the consultative committee all the 14 insurance companies which are mentioned in the order of SEBI are directed to note that notwithstanding the said order of the SEBI, they shall continue to carry out insurance business as usual including offering, marketing and servicing ULIPSs in accordance with the Insurance Act 1938” IRDA said in a late evening order on Saturday signed by chairman J Harinarayan.

In the order IRDA observed that SEBI’s order would upset financial stability, jeorpardise policy holders interest and was prejudicial to the interest of insurers. The 14 companies mentioned in this order include; Aegon Religare, Aviva, Bajaj Allianz Life Insurance, Bharti AXA, Birla Sun Life, HDFC Standard Life, ICICI Prudential, ING Vyasa Life, Kotak Mahindra Old Mutual Life, Max New York Life, Metlife India, Reliance Life, SBI Life, TATA AIG Life.


“The IRDA Act `99 is specifically enacted to provide for an authority to protect the interests of holders of insurance policies, to regulate, promote and ensure the orderly growth of the insurance industry” IRDA said. The insurance industry was greatly relieved by IRDA’s order. “It is now between the regulators who have to settle this among themselves” said a senior industry official.

SEBI’s order has more far reaching implications than a press release or a circular. Since the order has been issued under Section 34(i) (a) and (b) of the insurance Act. IRDA has said that in the year `08-09 ULIPS policies involving a total premium of Rs 90,645 cr were in force. In fiscal `09-10 up to February 16.7 lakh policies have been sold with a premium of Rs 44,611crores. “It is also observed that the 14 insurance companies have an equity capital of Rs 16,281cr as on March 2009” IRDA said.

The insurance regulator said that observance of SEBI’s order would cause the stoppage of all renewals of insurance policies already invested by the insuring public may result in forced premature surrender of insurance policies causing substantial loss to the policyholders and to the insurers. “The effective stoppage of the sale of the products would cause a complete drying up of revenue flows to the insurance companies which could disrupt the payment of benefits on maturity, on death and on other admissible claims, putting the policyholder and the general public to irreparable financial loss. The financial position of the insurers will be seriously jeopardized thus destabilizing the market and upsetting financial stability” IRDA said.

POLICE DECIDES TO TURN SPECTOR

The finance ministry today kept a safe distance from the ongoing row between market regulator SEBI and insurance watchdog IRDA over ULIPs, saying the two regulators have to resolve the issue.

“It’s a matter between regulators; so they have to decide,” finance secretary Ashok Chawla told when sought his comments on yesterday’s SEBI decision to ban 14 life insurers from raising any more money from the unit-linked insurance plans (ULIPs) in which a portion of the premium amount is invested in stock markets, a move opposed by the insurance regulator.

The SEBI decision was taken after the market regulator had sent notices to these companies asking them as to explain why they did not take its permission to launch these schemes.

Insurance regulator IRDA is understood to have stated in its reply that regulation of ULIPs by IRDA is well-laid down and that it does not agree with SEBI contention that insurers need a certificate of registration from the market regulator for dealing in ULIPs.

The issue was also taken up at the meeting of the inter-regulatory body, the High Level Coordination Committee (HLCC). It was decided at the meeting that the two regulators should settle the issue between themselves.

Chawla said the SEBI and IRDA have not so far been able to come to any resolution. “So, SEBI has taken a legal process. He was going to be silent spectator to see the fire power of both Regulators.

 

Always Yours   — As Usual — Saurabh Singh, India

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