Appendix 2a: Questionnaire sent to potential customers

(1)

Appendix

APPENDIX...77

APPENDIX 1: ORGANOGRAM BEFFSERV ...78

APPENDIX 2A: QUESTIONNAIRE SENT TO POTENTIAL CUSTOMERS...79

APPENDIX 2B: QUESTIONNAIRE SENT TO THE CURRENT CUSTOMERS ...86

APPENDIX 3: CUSTOMERS INTEREST...93

APPENDIX 4: MANAGEMENT PROFILES ...94

APPENDIX 5: LEVEL OF CUSTOMER SATISFACTION ...95

APPENDIX 6: CUSTOMER VALUES...96

APPENDIX 7: DEMOGRAPHIC AND ECONOMIC DATA FOR ALL AFRICAN COUNTRIES ...97

APPENDIX 8: STRENGTHS AND WEAKNESSES OF BEFFSERV AND THE COMPETITOR DEVISIONS...99

APPENDIX 9: SWOT MATRIX...100

APPENDIX 10: CAPABILITY OF THE TECHNICAL BUSINESS UNIT CONSULTANTS ...102

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Appendix 1: Organogram BeffServ

S&M service bus.unit leader

Sup.chain service bus.unit leader

HR sevice bus.

unit leader

Tech. serv. bus.

unit leader General manager

S&M service bus.

unit consultant

S&M service bus.

unit consultant

S&M service bus.

unit consultant

Sup.chain cons.

roadshow

Sup.chain cons.

Wareh & distr.

Sup.chain cons.

AB costing

consultant Consultants (11)

consultant

Training Co- ordinator

Adm. Support (3)

Secretary

Other (3) Secretary

(3)

Appendix 2a: Questionnaire sent to potential customers

Dear fellow Bottler,

C-C Sapco has over 60 years experience in the bottling business. We currently service 150 potential consumers throughout South Africa, Namibia, Mozambique, Tanzania, Ethiopia, Uganda

& Kenya, and employ over 8 000 people across our territories. We are proud of our anchor bottler status, the development of best practices within our Group and the commitment to quality of all our associates. In 2002 not only were we the only bottler in Africa to achieve a gold award for quality, but three of our Plants achieved gold awards.

Last year we began investigating the feasibility of establishing a Beverage Services Company, as we had identified an opportunity to provide consulting services not only to our own operating units in the seven countries in which we operate, but also to other C-C bottlers across the African continent. The feasibility study was completed and approved by the CC Board of Directors. The establishment of the new company, to be known as BeffServ, was also endorsed by senior leadership of the C-C Africa group.

BeffServs vision is to become a world class services company, providing value-adding services and business solutions in support of our customers’ strategies and business needs.

In order to help us identify your needs as a potential customer, we have designed the attached questionnaire. We urge you to take a few minutes of your time to complete the questionnaire and provide us with a profile of your business.

Thanking you in anticipation and assuring you of our best attention and service at all times.

(4)

-The BeffServ-

Yes, a consulting company (referred to as BeffServ), created to add value to all C-C bottlers in Africa.

Yes, BeffServ has been created by C-C Sapco through the outsourcing of services that were previously provided by the Sapco`s head office to its own operations in Southern & East Africa.

This outsourcing process creates a separate company that is able to provide consulting services to other C-C bottlers but focusing on bottlers in Africa.

Yes, an Anchor Bottler with more than 63 years experience in the C-C bottling business, 21 plants spread over South Africa, Namibia, Mozambique, Tanzania, Ethiopia, Uganda and Kenya and the employer of 8000 people.

Four key areas of service offering have been identified:

Technical Services

Human Resources Services Supply Chain Services Sales and Marketing Services

Yes, with all the experience from the Sapco organization, BeffServ has developed proven skills and best practices in emerging market bottling operations which can be applied in your

organization.

First of all to make your organization aware of our new company.

Secondly, you can help us source information for a database on C-C bottlers in Africa.

By completing the attached questionnaire.

The BeffServ?

All C-C bottlers in Africa?

C-C Sapco?

But what kind of service does BeffServ offer?

So, these services might be interesting for our organization as well?

But what is the reason of this letter?

How can I help?

(5)

The completed questionnaire will assist BeffServ build a data base. This data base helps us to identify possible services which may add value to your business in the future.

And I am coordinating this valuable exercise.

My name is Herman van Ark and I received your address from CCEA (Johannesburg) / CCNWA (Casablanca)-both Divisions have given their endorsement to BeffServ. At the moment I am finishing my study for a degree in Management and Organization at the University of Groningen, the Netherlands. In order to do this I am completing an internship at the head office of C-C Sapco, Port Elizabeth (RSA). The main subject of my internship is a project to research the business opportunities for BeffServ and in addition I will introduce your organization to BeffServ.

Completed questionnaires will help me complete my research project and finish my study.

If it is difficult for you to give the exact answer on a particular question please make an estimation. If you/your organization are/is still unable to give answer, please pass over this question. We prefer to get an incomplete questionnaire, than no questionnaire at all!

All the provided information will be handled with care and stay confidential!

Completing the questionnaire will take you approximately 15 minutes.

Please send the completed questionnaire by fax or by mail (as an attachment), as soon as possible to the following number/ address:

We look forward to receiving your completed questionnaire and thank you in anticipation for your valued response.

Thank you,

On behalf of BeffServ,

Why should I complete the questionnaire?

And who are you?

What about the questionnaire?

(6)

Questionnaire

This questionnaire is completed by:

Name:

Function:

E-mail:

Tel.nr:

Fax.nr:

1) As a bottler, our organization is part of the following bottler group:

2) As a bottler, our organization is active in the following areas / countries:

3) There is a total number of people employed in our organization (not in the group),

4) Of this total (see 3) % permanently employed % temporary employed

5) As a bottler, our organization serves potential consumers (population served)

6) Per capita of C-C Company brands for the whole area is: CSD AB

---+

total 7) The total customer base (number of outlets) for the whole area is:

8) The customer base served for the whole area is:

9) Looking at the selling system:

% of our products are sold indirect (wholesaler, managed third party) % of our products are sold direct

10) Of the products sold direct (see question 9):

% is sold by route sell

BeffServ.

E-mail

/Fax

(7)

% is sold by pre sell % is sold by tell sell

11) To sell and deliver our products, our organization makes use of (no.) of depots.

12) To sell and deliver our products, our organization makes use of (no.) of trucks.

13) On average our trucks can contain pallets

14) The average age (in years) of our trucks is:

5-10 10-15 15-20 20-25 25-30 30-35

15) Can you give Sales/Volume for C-C Company brands for 2002 and percentage growth 2002 versus 2001 (for the whole area)

16) Can you give the market share of the top 3 soft drinks in your organizations territory (incl.

competitors’ brands)

17) Can you list the different pack sizes of C-C company brands sold by your organization?

Pack sizes:

18) To manufacture our products, our organization makes use of (no.) production lines.

19) When I look at our production lines, I estimate the average age (in years) of the product lines to be:

1-5 5-10 10-15 15-20

2002 % growth

2002vs2001 Unit cases Physical cases

Soft drink Market share % 1

2 3

(8)

20-25 older

20) The line efficiencies are % and the utilization is %

21) Which Information systems are used in your organization? (more than one answer possible) BASIS

JDE SAP

others, namely:

22) Has your organization used the services of a consulting company the last few years?

Yes

No (if no; pass over 23 and go straight to 24)

23) What kind of service(s) did they offer: (more than one answer possible) Technical Services

Human Resource Services Supply Chain Services Sales & Marketing Services

other services , namely:

24) What (consulting)company(s) do you qualify as potential competitors for BeffServ:

25) Can you give the level of importance of the following decision criteria by choosing a consultancy company for your organization:

1 means not important at all 2 means not important 3 means average

4 means important not important at all very important

5 means very important Price asked by consulting company

Relevant experience of consulting company Your own experience with consulting company Third party experience with consulting company Established name of consulting company

Personal service of consulting company Country of origin consulting company

26) Which of the different services provided by BeffServ would your organization be most interested in: (see appendix at the end of questionnaire for a more extensive description of the different services)

(more than one answer possible) Technical Services

Human Resource Services

(9)

Supply Chain Services Sales & Marketing Services None of the services

27) Are there any services BeffServ doesn’t provide, which you believe could add value to your organization? (you can give a description)

28) Have you ever heard of the existence of BeffServ, before you received this document?

yes no

29) Our company is interested in more extended information about BeffServ:

yes

no If No, Please could you say why not?

Thank you for completing this questionnaire!

Appendix Services:

Initially four key areas of service offering have been identified, namely:

1. Technical Services comprises an integrated group of highly trained Engineers, Scientists, Project Managers, Consultants and Technicians providing cost effective solutions and specialist services in the field of Turnkey Factory and Equipment installation, world class manufacturing system implementation, asset maintenance and quality systems.

2. Human Resources Services provides a broad range of customized services in Sales, Leadership Management, Marketing and Finance training, as well as Behavioural and Psychometric

Assessment, Change Management, Labour Relations, Executive Development, In-house HR Surveys and Accelerated Development Programmes.

3. Supply Chain Services offer cost effective solutions aligned to Customer Service Policies in the areas of Warehousing, Distribution, Territory Networking and Demand & Operational Planning. An understanding of the key drivers of cost effectiveness is through providing training and use of AB costing

4. Sales and Marketing Services provide a health check of the Sales and Distribution function, through market based surveys, which identify opportunities for improvements in market execution effectiveness and efficiency, and then provide innovative solutions appropriate to the local market environment

(10)

Appendix 2b: Questionnaire sent to the current customers

Port Elizabeth, 03-03-2003 Dear………..,

Last year we began investigating the feasibility of establishing a Beverage Services Company, as we had identified an opportunity to provide consulting services not only to our own operating units in the seven countries, but also to other C-C bottlers across the African continent. The feasibility study was completed and approved by the CC Board of Directors. The establishment of the new company, to be known as BeffServ, was also endorsed by senior leadership of the C-C Africa Group.

BeffServ’s vision is to become a world class services company, providing value-adding services and business solutions in support of our customers’ strategies and business needs.

To reach this vision you can help BeffServ by completing the attached questionnaire About the questionnaire:

The questionnaire contains 16 questions, covering the following:

>Services offered by the Sapco Headoffice /(BeffServ) to your organization the last few years

>The current services offered by BeffServ.

>Potential competition for BeffServ

If it is difficult for you to give the exact answer on a particular question please make an estimation. If you/your organization are/is still unable to give answer, please pass over this question. We prefer to get an incomplete questionnaire, than no questionnaire at all!

All the provided information will be handled with care and stay confidential.

Completing the questionnaire will take you approximately 5/10 minutes.

Please send the completed questionnaire by fax or by mail (as an attachment), as soon as possible to the following number/ address:

We look forward to receiving your completed questionnaire and thank you in anticipation for your valued response.

On behalf of BeffServ,

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Questionnaire

This questionnaire is completed by:

Name:

Country:

E-mail:

Tel.nr:

1 What kind of service has been offered by the Sapco Head Office / BeffServ to your company the last few years? (more than one answer possible)

Technical Services, please specify Human Resource Services, please specify Supply Chain Services, please specify Sales & Marketing Services, please specify other services , namely:

no service at all (please pass over 2, 3 & 4 and go straight to 5)

2) Please give the level of satisfaction of the following criteria, considering the services offered by the Sapco Head Office / BeffServ the last few years.

1 means not satisfied at all 2 means not satisfied 3 means average

4 means satisfied not satisfied at all very satisfied

5 means very satisfied

1 2 3 4 5

Capability of the consultants Dedication of the consultants Speed of service delivery Tools offered by consultants Price of the service offered Result of the service provided After sales service of the consultants

BeffServ

E-mail /Fax

Please open this document as a word document. Only than it is possible to write in the document!!!!!!!!!!!!!!!!!!

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3) Can you give a criteria, not mentioned in question 2, you were not satisfied about:

4) Can you give a criteria, not mentioned in question 2, you were very satisfied about:

5) Which consulting-company(s) do you qualify as potential competitors for BeffServ:

6) What do you see as important competitor advantages for BeffServ, comparing BeffServ with other consulting companies?

1.

2.

extra advantages:

7) What do you see as important competitor disadvantages for BeffServ, comparing BeffServ with other consulting companies?

1.

2.

extra disadvantages:

8) Which of the different services provided by BeffServ would your country at this moment be most interested in: (see appendix at the end of questionnaire for a more extensive description of the different services) (more than one answer possible)

Technical Services

Human Resource Services Supply Chain Services Sales & Marketing Services None of the services

9) Are there any services BeffServ doesn’t provide, which you believe could add value to your organization? (please give a description)

10) Has your organization used the services of other consulting company(s) the last few years?

Yes

No (if no; pass over 11, 12, 13, 14 and go straight to 15) 11) What is/are the name(s) of the other consulting companies?

1.

2.

3.

4.

12) What kind of service(s) did the consulting company(s), mentioned in question 11, offer?

Name of company 1:

Offered Technical Services

Human Resource Services Supply Chain Services Sales & Marketing Services other services , namely:

(13)

offered Technical Services

13) What were the costs of using the consulting companies, mentioned in question 11 -Please state currency- ( A combination of answers is possible)

Daily:

Per consultant:

Percentage of project-benefits namely % Other, namely:

Daily:

Per consultant:

Daily:

Per consultant:

Daily:

Per consultant:

(14)

14) Please give the level of satisfaction of the following criteria, considering the services offered by the consulting company(s) the last few years.

1 means not satisfied at all 2 means not satisfied 3 means average

4 means satisfied

5 means very satisfied

not satisfied at all very

satisfied

1 2 3 4 5

not satisfied at all very satisfied Name of company 2:

1 2 3 4 5

Capability of the consultants Dedication of the consultants Speed of service delivery Tools offered by consultants Price of the service offered

(15)

Result of the service provided After sales service of the consultants

1 2 3 4 5

15) Can you give the level of importance of the following decision criteria for choosing a consultancy company for your country:

1 means not important at all 2 means not important 3 means average

4 means important not important at all very important

5 means very important

1 2 3 4 5

Price asked by consulting company

Relevant experience of consulting company Your own experience with consulting company Third party experience with consulting company Established name of consulting company Personal service of consulting company Country of origin consulting company

Speed of service delivery consulting company

16) What other decision criteria do you consider as being important?

(16)

Thank you for completing this questionnaire!

Appendix Services:

Initially four key areas of service offering have been identified, namely:

5. Technical Services comprises an integrated group of highly trained Engineers, Scientists, Project Managers, Consultants and Technicians providing cost effective solutions and specialist services in the field of Turnkey Factory and Equipment installation, world class manufacturing system implementation, asset maintenance and quality systems.

6. Human Resources Services provides a broad range of customized services in Sales, Leadership Management, Marketing and Finance training, as well as Behavioural and Psychometric

Assessment, Change Management, Labour Relations, Executive Development, In-house HR Surveys and Accelerated Development Programmes.

7. Supply Chain Services offer cost effective solutions aligned to Customer Service Policies in the areas of Warehousing, Distribution, Territory Networking and Demand & Operational Planning. An understanding of the key drivers of cost effectiveness is through providing training and use of AB costing

8. Sales and Marketing Services provide a health check of the Sales and Distribution function, through market based surveys, which identify opportunities for improvements in market execution effectiveness and efficiency, and then provide innovative solutions appropriate to the local market environment

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Appendix 3: Customers interest

Service s of other consulting companies used by African Coca-Cola bottle rs last few years

12

8 7 7

3

0 2 4 6 8 10 12 14

1 kind of service

number

Human Resource Service

Supply Chain Service

Sales & Marketing Service

Technical Service

Other Services

Results of question 22 and 23 of the questionnaire sent to the potential customers of BeffServ (given in appendix 2a)

Potential customers interest in Be ffServ's services

0 2 4 6 8 10 12 14 16 18

Human Resource

Service

Supply Chain Service

Sales &

Marketing Service

Technical Service

number

Series1

Result of question 26 of the questionnaire sent to the potential customers of BeffServ (given in appendix 2a)

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Appendix 4: Management profiles

This appendix shows BeffServ’s management experience in and knowledge of the C-C bottling industry.

The Managing Director of BeffServ has 30 years experience in the soft drinks business. He held Senior Management positions for parent companies and bottling operations in the UK, Africa, Middle East and Far East. Dave Bishop played a major role in the re-launch of C-C products into the Gulf after a 20-year absence. As Region Director Indochina Dave Bishop was responsible for the development of TCCC business in Vietnam, Cambodia and Laos.

The Business Development Consultant has 15 years in the beverage business. He started his career as a bottler GM. He then joined The C C Company as Franchise Director for Southern Africa. He moved to East Africa as the Region Manager based in Nairobi responsible for 6 countries.

More recently he assisted with the formation of the North Africa Region for TCCC based in Morocco and launched the new C-C bottler in the Sudan

The Technical Services Business Unit Leader has been with C C Sapco for 20 years and has a wealth of experience in the manufacturing and technical field.

Humphrey spent 6 years in Tanzania. He was successful in developing local Managers and Engineers. He has designed and built packaging equipment.

The HR Services Business Unit Leader has 15 years experience as an HR generalist with specialized skills in learning and development. At C-C Sapco he headed up the people

development division and was responsible at a strategic level for implementing all learning and development programmes across 7 countries.

He has had international best practice exposure in HR in the USA and Europe and is an internationally accredited emotional intelligence coach. In addition, he was a member of the Beverage Manufacturing Standards Generating Body in South Africa.

The Supply Chain Business Unit Leader joined C C Sapco in 1982 and has held various Senior Management positions in Finance, Sales and Operations and as GM. Rob was GM of one of the largest bottling Plants in the CC Group and achieved double digit growth year on year for 5 years, and grew sales by 50% during that period. During the past three years he has had the

responsibility for optimizing costs, identifying best practice and implementing these within Distribution and Warehousing across the Group.

The Sales and Marketing Services Business Unit Leader joined C C Sapco in 2000 and is based in Nairobi. Since then he has been responsible for the successful implementation of CSS in the East African markets. He has extensive bottling experience in Sales & Marketing, having worked in the U.K., Russia & Vietnam.

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Appendix 5: Level of customer satisfaction

Level of customer satisfaction taking into account the services offered by The C-C Sapco headoffice.

1= not satisfied at all, 2= not satisfied, 3= almost satisfied, 4=satisfied, 5=very satisfied Level of satisfaction, taking into account the services offered by other commercial consulting companies the last few years

1= not satisfied at all, 2= not satisfied, 3= almost satisfied, 4=satisfied, 5=very satisfied

Etiopia Tanzania Kenya Uganda Namibia Mozambique Average Capability

consultants

1 1 1 / 1 1

Dedication consultants

1 1 1 / 1 1

Speed service del

1 1 1 / 1 1

Tools offered

1 1 1 / 1 1

Price asked

1 1 / 1 1

Results services

1 1 1 / 1 1

After Sales Service

1 1 1 / 1 1

Etiopia Tanzania Kenya Uganda Namibia Mozambique Average Capability

consultants

5 NA 5 NA 5 5

Dedication consultants

5 5 5 5 5

Speed service del

5 5 5 5 5

Tools offered

5 5 5 5 5

Price asked 5 5 5 5 5

Results services

5 5 5 5 5

After Sales Service

5 5 5 5

-The Sapco bottlers Ethiopia, Uganda and Namibia haven’t used the services of other commercial consulting companies the last few years.

-The bottler in Kenya used the services of two different bottlers last few years. The level of satisfaction is given for the services provided by these two companies.

-Both tables are a result of the questionnaire sent to the current customers of BeffServ.

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Appendix 6: Customer values

Im p o rta n c e o f C u s to m e r v a lu e s fo r c u rre n t c u s to m e rs

4 ,3 4 ,5

3 ,6 3 ,8 3 ,2

4 ,2

2

0 1 2 3 4 5

C u s to m e r V a lu e s

Importance

P ric e

R e le v a n t e x p e rie n c e O w n E x p e rie n c e 3 th p a rty e x p e rie n c e E s ta b lis h e d n a m e

P e rs o n a l s e rv ic e

C o u n try o f o rig in

Importance of Customer Values for potential customers

4,14 4,62

2,9 2,95

3,81 3,9 3,76

0 1 2 3 4 5

Custom er Values

Importance

Price

Relevant experience Ow n Experience 3th party experience Established name Personal service Country of origin

Importance of Customer Values for current and potential Customers

4,18 4,59

3,07 3,15

3,673,96 3,48

0 1 2 3 4 5

Customer Values

Importance

Price

Relevant experience Own Experience 3th party experience Established name Personal service Country of origin

- Scale: 1 = not important at all <> 5=very important

- Tables result from question 25 given in appendix 2a and question 15 given in appendix 2b

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Appendix 7: Demographic and economic data for all African countries

Country Official Language

Business Language

GDP in $ GDP growth rate in %

Population

Algeria Arabic French 171 billion. 4 31,736,053.

Angola Portuguese Portuguese 13.3 bil 3.2 10533547

Benin French French 2.26 bil 5.8 6590782

Botswana English English 5.6 bil 9.1 1690000

Burkina Faso French French 2.2 bil 5.5 11900000

Burundi French English 662.4 bil 2.2 6850000

Cameroon French&Eng. French&Eng. 9.4 bil 5.7 15200000 Cape Verde

Islands

Portuguese Portuguese 602 mil 6 434812

Central African Republic

French French 1.052 bil 1.8 3500000

Chad Arabic French 8.4 mil 3.13 8400000

Comoros Islands

Arabic French 419 mil 0.5 596202

Congo French French 3.1 bil -4.1 3100000

Côte d’Ivoire French French 10.4 bil 1.5 16393221

Democratic Republic of Congo

French French 4.4 bil NA 5200000

Djibouti Arabic French 530 mil NA 800000

Egypt Arabic French&Eng. 92.39 bil 4 68000000

Equatorial Guinea

Spanish English 1 bil 15 474214

Eritrea Arabic English 680 mil 5.1 3900000

Ethiopia Amharic English 6.1 bil 5 68000000

Gabon French French 4.6 bil 1.5 1200000

Gambia English English 389.3 mil 4.6 1328000

Ghana English English 5.9 bil 4.5 19700000

Guinea French French 5.3 bil 1.8 7200000

Guinea-Bissau Portuguese French 201 mil 7.6 1300000

Kenya English English 11.4 bil 1.2 28700000

Lesotho English English 906 mil 3.3 2107670

Liberia English English 562 mil 3.3 3239000

Libya Arabic English 45.4 bil NA 5200000

Madagascar Malagasy French NA NA 15467300

Malawi English English 2273.36 mil 2.1 10000000

Mali French French 2.7 bil 4.9 10300000

Mauritania Arabic French 935 mil 4.0 2500000

Mauritius French&Eng. French&Eng. 4.5 bil 5.8 1205677

Morocco Arabic French 33 bil NA 28500000

Mozambique Portuguese Portuguese 3.83 bil NA 17700000

Namibia English English 7.6 bil 4 1800000

Niger French French 2 bil 5.1 11342000

Nigeria English English 36 bil 2.7 120000000

(22)

Rwanda French&Eng French&Eng. 1.9 bil 6 7600000 São Tomé e

Principe

Portuguese Portuguese 45 mil 4.1 137599

Senegal French French 4.1 bil 5 9700000

Seychelles French&Eng. French&Eng. 603.9 mil 3.3 80098

Sierra Leone English English 634.1 mil 3.8 4500000

Somalia Arabic English 4.5 bil -1 7488773

South Africa English English 126 bil 2 44600000

Sudan Arabic English 11 bil 3.6 30000000

Swaziland English English 1.49 bil 2.5 1000000

Tanzania English English 9.43 bil 4.9 32000000

Togo French French 1.5 bil NA 4600000

Tunisia Arabic French 12.6 bil 5 9673300

Uganda English English 26.2 bil 6.5 23000000

Zambia English English 3.6 bil 3 10000000

Zimbabwe English English 7.2 bil -5.5 11900000

Business Languages spoken on the African continent

8%

40%

43%

9%

Portuguese English French French&English

-NA means not available

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Appendix 8: Strengths and weaknesses of BeffServ and the competitor devisions

Division 1

Division 2

Division 3 BeffServ

Division 4

Division 5

Division 6 Management’s knowledge of and

experience in the C-C bottling industry.

W W S W S

Relationship with The C-C Company. W W S W S

Relationship with C-C Sapco W W S W W

C-C bottling industry-orientated product W W S W S

Level of experience, motivation and classification of consultants.

/ / W / /

Capability of the consultants S S W S S

Availability of financial consulting services.

S S W W W

Customers expect that services are used as a take over instrument

S S W S S

Sales-experience among the consultants S S W S S

Perceived product quality / / W / /

Brand awareness S S W S W

Experience with the distribution of services by the Internet.

S S W S W

Amount of foreigner languages spoken by the consultants.

S S W S W

S means strenght W means weakness / means not available

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Appendix 9: SWOT matrix

Strengths:

• BeffServ provides a customer-orientated product.

• Relationship with C-C Sapco and the C-C Company.

• Lots of experience in and knowledge of the C-C bottling industry.

Weaknesses:

• The employee- problem

• No financial consulting services available

• Low perceived product quality

• No experience with the distribution of services by the Internet.

• Low brand awereness Opportunities:

• Relevant experience is most important customer value.

• Possibilities created by the Internet.

• Use competitors as cooperation partners.

• High amount of market share to win for BeffServ

SO-Strategies SO1

SO2 SO3

WO-strategies WO1

WO2 WO3 WO4

Threats:

• Price of the service is second most

important decision criteria

• 50% of African countries don’t recognize English as its business language.

• Low Internet

development level in Africa.

• Instability of some countries on the African continent.

• Threat of potential entrants on BeffServ’s market

• Customers might be affraid that BeffServ is used by Sapco as a take-over instrument

ST-strategies ST1

ST2 ST3

WT-strategies WT1

WT2 WT3 WT4

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Following up appendix 9

SO1: Convince customers of the high value that the new customer orientated services of BeffServ can have for them.

SO2: Use the intranet/internet of the C-C Company to recommendate the bottler orientated service provided by BeffServ

SO3: Corporate with appropriate competitors by providing the customer orientated products.

WO1: Train employees of the company how to deliver services by the Internet.

WO2: Use the relevant experience of the finance department of C-C Sapco to deliver financial services as well.

WO3: Use the Internet to improve the product quality.

WO4: Start cooperating with an appropriate cooperation partner that compensates or solves the weaknesses of BeffServ.

ST1: Convince customers that received customer value of BeffServ’s services is worth the higher price.

ST2: Position BeffServ against the competitors as the company that provides an excellent, unique service.

ST3: Convince customers that C-C Sapco won’t use BeffServ as a take-over instrument.

WT1: Forget some parts of the African continent and search for other emergent markets worldwide.

WT2: Differentiate on price/ ask a lower price for the same service to get a higher perceived product quality.

WT3: Train employees of BeffServ and the African bottlers how to deliver and receive services provided by the Internet.

WT4: Only focus on those countries that use English as business language, are more stable and where the Internet development level is higher.

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Appendix 10: Capability of the technical business unit consultants

Cons.

Services

1 2 3 4 5 6 7 8 9 10 11

Quality Management Operational productivity Skills

WCM system implementation Exim training TCCQS implementation Civil &

Structural Engineering Project

Managemnet &

Plant instellation Machine building audits

Cons. means consultant X means is able to provide