PEARSON BETEC LEVEL 5

HIGHER NATIONAL DIPLOMA IN BUSINESS - MANAGEMENT /

HUMAN RESOURCE MANAGEMENT

Managing Business Activities

On
Unit 15 Managing Business Activities to Achieve Results

Submitted on
03/10/2015

Executive Summary
Managing business is one of key factor to improve business performance and to ensure the
quality of the final product or service. In order to achieve better results organization have to
manage business planning process and develop effectiveness and efficiency. Organizations
vision, mission and objectives are necessary to accomplish good quality of the organization.
Health and safety improvement also play a major role for attaining satisfactory results.
Singer (PLC) has been selected as the production company in order to answer for the
learning outcome one questions. Regional Development Bank has been selected as the
Service Company and MacDonald as fast food provider to answer for the learning outcome
two questions. Singer (PLC) has been selected for answer learning outcome three and
Access PLC Company as the construction firm to answer learning outcome four.
This assignment based on managing business activities in order to achieve good results.

Table of Contents
Executive Summary................................................................................................................ ii
LO1: Understanding the importance of business processes in delivering outcomes based
upon business goals and objectives.......................................................................................1
1.1 Mission/ goals/ objectives and strategies......................................................................1
1.2 Organizational structure and sectional goals and objectives.........................................3
1.3 Analyze the organizational processes and compare those processes with new
technological changes, give suggestions to improve those processes................................5
LO2: Be able to develop plans for own area of responsibility to implement operational plan..7
2.1 Identify how the organization handles customer complaints with special attention to
company Policies and procedures......................................................................................7
2.2 Identify and explain the government rules and regulations applicable for the selected
organization........................................................................................................................ 8
2.3 Prepare a flow diagram for the order taking and delivery for a fast food service
provider............................................................................................................................... 9
LO3: Be able to monitor appropriate systems to improve organizational performance.........10
3.1 Present quality standards of the organization.............................................................10
3.2 Improve the organizational processes and procedures with technological
improvements................................................................................................................... 12
3.3 Provide a plan to implement the Just in time system in the selected organization....13
LO4: Be able to manage health and safety in the work place...............................................14
4.1 Best practices of health and safety..............................................................................14
4.2 Identify the drawbacks/ weaknesses of the present safety and health policies and
procedure of the organization...........................................................................................17
4.3 Prepare a board paper by providing your suggestions to improve the health and safety
of the selected organization..............................................................................................18
Reference......................................................................................................................... 19

Table of Figures
Figure 1: The structure of Singer (PLC)..................................................................................3
Figure 2: The process of Singer (PLC)...................................................................................5
Figure 4: Flow chart for order taking and delivery of MacDonald............................................9

Table of Tables
Table 1: Accidents, Occupational Diseases and Fatalities 2013/14...................................15

Table 2: Health screening programs 2013/1......................................................................15

Table 3: Health and Safety Training 2013/14.....................................................................16

LO1: Understanding the importance of business processes in

delivering outcomes based upon business goals and objectives
1.1 Mission/ goals/ objectives and strategies
Singer has been selected as the (production) organization. Singer has been in Sri Lanka
since 1877, when the first Singer sewing machines went on sale at a Colombo store. The
Singer saga begins with its founder Isaac Merrit Singer and his revolutionary invention - the
Sewing Machine.
Beginning with the sewing machine, Singers machine has diversified to encompass a highly
successful multi brand strategy combining products of top world with the companys own
products across a range of household, industrial and financial categories. From 1963 to
1995, they established Singer Industries (Ceylon) Limited., Regnis Lanka and Singer (Sri
Lanka) factory from whence flowed an impressive line of locally manufactured items Sewing Machines, Televisions, Refrigerator, Washing Machines, Two wheeled Tractors and
domestic/agro Water Pumps and sprayers. They also turned out agro implements and
furniture.
Now they have 1762 members at Singer

Vision

To be the foremost appliance retailer in Asia Pacific.

Mission

To improve quality of life by providing comforts and conveniences at fair prices.

Goals and Objectives

To be the market leader in their product and market segment.

Provide their consumers with the best service and shopping experience in the island.

Provide their consumers with products of latest technology.

Grow their Revenue and Profits at a rate above the Industry Norm.

Provide their shareholders with steady asset growth and return on investment above
their Industry Norm.

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Strategies

Singer take defensive measures to count the adverse business environment,

especially in the early part of the year.
We take advantage of the opportunities brought up by the challenging environment.

They continue to improve their brands, products, channels and infrastructure.

They initiate the actions, especially in the latter part of the year to grow the revenues
and profits by increasing advertisements and promotions.
We initiate the actions to reap the returns on investments made in the year and prior
years to grow the business, revenue and profits.

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1.2 Organizational structure and sectional goals and objectives.

An organization structure defines how activities such as task allocations, coordination and
supervision are directed towards the achievement of organizational goals.

Chairman

Director
board

CEO

Deputy
Directors

Senior
Managers

Heads of
departments
Executive
retail
Managers
Junior
Managers
Office Level
(Executive
Level)

Figure 1: The structure of Singer (PLC)

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1. Marketing Department
Goals: Develop new marketing strategies
Objectives: Develop home science education with singer kitchen appliances.
Train home science teachers of government schools during the year
2. Finance Department
Goals: To be the first finance company in Sri Lanka
Objectives: To obtain a license from the Central bank of Sri Lanka to issue credit
cards and debit cards
3. Distribution Department
Goals: To provide an enhanced and speedier service to customers
Objectives: To install a modern racking system to the main warehouse to give
consumer an enhanced and speedier service
4. Production Department
Goals: To increase in volume of existing products and additions of new brand and
models.
Objectives: To introduce new spare parts of new brands and new models to offer high
quality service to their consumers.
5. Research and Development
Goals: To use state-of-the-art tools and equipment for product design
Objectives: To use social media sites to do survey and gather information about
product re-engineering
6. Human Resources
Goals: To continue engagement activities and events for employees and for their
families and increase the development and trainings.
Objectives: Introduce new engagement programs like Rotract club of Singer and
Inter-Departmental quiz competition.

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1.3 Analyze the organizational processes and compare those processes

with new technological changes, give suggestions to improve those
processes
Process means inter- related sets of tasks or activities geared toward business outcome.
This is the process of Singer (PLC) Company

Purcha
se

Packing

Distributi
ng

Store

Labeling

Showroo
m

Quality
check

Prizing

Deliver
y

Figure 2: The process of Singer (PLC)

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They purchase wide range of product categories such as consumer electronics, household
appliances, sewing machines, air conditioners, furniture, agricultural implements, motor
cycles, digital media products and personal computers from different brands of different
countries like Sharp, Samsung, Philips, Hitachi, Dell, Huawei, Beko, Sony, Sharpe, Dialog,
Lenovo, Asus, HP, Prestige, Litro Gas, Whirlpool, Singer, Sisil and many more. Business
development manager of wholesale channel and Head of procurement are responsible for
the purchasing stage. They use online transaction process for this stage.
Store keeper is responsible for Store keeping and at the time they use semi-automatic
system for store keeping.
In labeling stage they use semi-automatic system with machines. Operational manager is
responsible for this stage.
Marketing manager is responsible for advertising and senior manager of finance and senior
manager of budget and planning is responsible for prizing.
In packing stage at the time they use semi-automatic system.
Senior manager of logistics, sales manager of transportation responsible for distribution
stage. They have total 412 showrooms to distribute island wide. Those showrooms are
Singer Mega, Singer Homes, Singer Plus, Sisil World and Satellite Shops.

Compare those processes with new technological changes

Singer installed a modern racking system for the main warehouse. They are now equipped
with a superior rack support system that has enhanced the storage facilities. So Singer can
now accommodate spare parts of newly introduced brands and models to offer a high quality
service to our customers.
Collecting E-waste and disposing them in an environmental- friendly manner.
Quality Singer do pre- introduction validation tests and they visited overseas factories and
conducted extensive research and quality checks prior to adding some of the most
respected and widely consumed brands in the world to Singer. And strict quality control tests
at their quality surveillance unit at its regional service center in Colombo. Quality checks do
not end there, a random sampling of every shipment is taken in order to ensure a zero
defect rate. If there any defects or problems, they stop distribution of the entire shipment
until the issue is rectified. And they grade suppliers on the basis of these quality checks.
They have implemented real time ERP system for their day to day work and they use call
center to remind their customers about the payment by SMS.

New technological solutions for the business process

I suggest Singer to use Cloud technology for keep records. At the time they use log books
and other papers. By using cloud technology it will be easy to maintain records and they
dont need a large space to keep the information.
I suggest them to remind their customers by E-mails. The cost will be less and E-mail will be
formal than SMS.
I suggest them to use social media to promote their products. Currently they use Facebook.
Most Europe countries use Instagram for marketing.

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LO2: Be able to develop plans for own area of responsibility to

implement operational plan
2.1 Identify how the organization handles customer complaints with
special attention to company Policies and procedures
Introduction to the company
Regional Development Bank has been selected as the service company. The beginning of
Regional Development Bank goes back to the year 1985.
1997, seventeen such Regional Development Banks were merged into six provincial level
banks, namely Rajarata, Ruhuna, Wayamba, Uva, Kandurata and Sabaragamuwa
Development Banks.
These six provincial banks were further merged in May 2010, as a national level banks and
named the Regional Development Banks. RDB was established under the Pradeshiya
Sanwardana Bank Act No. 41 of 2008 as a fully state-owned national level bank.
Today with 6 million loyal account holders complemented by 365 branches and empowered
by over 2,423 staff members continue to implement its vision by developing the nation and
empowering all Sri Lankans.

Company policies related to customer service and procedures.

RDB has various saving accounts such as RDB Kekulu, RDB Yovun, RDB Liya Saviya, RDB
Suba Managalam, RDB Senior Citizens accounts. Each account has different interest rates
and it has fixed deposits. RDB Dorin Dora and RDB Athata Poliya are some unique
promotional products they run. They give loan facilities for various categories such as
Personal Loans, agricultural loans, small industrial loans, medium enterprise loans, selfemployment loans, micro financial loans, housing loans and pawning loans.
For these services they have policies and regulations. When a customer withdraw money
bank need their identity card and the signature.
If there any customer complaint RDB, these steps followed,

Listen intently
Thank them
Apologies
Seek the best solution
Reach agreement
Take quick actions and follow-up.

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2.2 Identify and explain the government rules and regulations applicable
for the selected organization
1. The Shop and Office Act
The shop and office employees (regulation of employment and remuneration) act no
19 of 1954.
Working hours 45 hours per week and 9 hours per day (1 hour break)
Holidays 1 days paid weekly holidays
8 Statutory holidays declared for the year
Every full moon poya day is a paid holiday
Annual holidays
2. Central Bank Rules and Regulations
Issued by the monetary board of the Central Bank Sri Lanka on corporate
governance.
Annual financial statements and financial indicators have been maintained according
to these rules.
3. Banking act no. 30 of 1988
Financial statements of the bank have been prepared according to this act.
4. Sri Lanaka Accounting and Auditing Standards Act
Act no.15 of 1995
Accounting policies and standards have been included to this act.
5. Companies Act no 07 of 2007
Internal control based on these regulations.
6. Pradeshiya Sanwardana Bank Act no. 41 of 2008
Company vision, mission, structure and applicable laws have been included to this
act.

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2.3 Prepare a flow diagram for the order taking and delivery for a fast
food service provider
MacDonald has been selected as the fast food service provider. This is the flow diagram for
the order taking and delivery.

Order
T
aking

Billing

Food
Preparati
on

Packing

Delivery

Figure 3: Flow chart for order taking and delivery of MacDonald.

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LO3: Be able to monitor appropriate systems to improve

organizational performance
3.1 Present quality standards of the organization
Singer (PLC) has been selected for discuss quality and continuous improvement. At Singer,
quality is priority.
Quality standards can be divided to company own quality standards, local quality standards
and international quality standards.
At the time Singer has ISO 9001, Kaizen and 5S.
The ISO 9001 2000 standard obtained in year 2005 for functions such as distribution of
consumer durability and spare parts, inventory controls and transport processes was recertified as meeting the requirements and upgraded to ISO 9001 2008. Now ISO 9001
quality assurance obtain at all manufacturing facilities, distribution centers and service
centers.
Quality assurance procedures are strictly followed. Measures to ensure effective quality
control include the creation of quality standards, their implementation and employee training.
Quality assurance procedures and systems are subject to continuous improvement
compatible with ISO 9001 2008 Standards. They also undergo regular audits and reviews.
They use quality circle for increase and control quality standards. Quality monthly meetings
headed by the group CEO and directors, where quality issues are discussed
recommendations are made to ensure that their products and standards keep to the lofty
standards expected by customers. And they allocate time for quality related matters at
monthly sales review meetings and operation meetings, which are attended by all key and
senior managers.
(Singer (Sri Lanka) PLC, 2015)

Provide the suggestions to improve the quality standards

They do quality circle meetings. But these meetings headed by senior managers. So I
suggest them to try to involve employees for these meetings. Then they can easily
implement quality standards in the work place.
They dont use quality improvement tools. I suggest them to use quality improvement tools
like fish bones and histogram at quality circle meetings. So they can solve issues and
problems related to quality so easily.

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Nature of the organization culture towards quality and continuous

improvement
Change management is a structured approach for ensuring that changes are smoothly
implemented, and benefits of change are achieved.
The organization culture of Singer (PLC) Company is a team based culture. This culture
encourage all levels of employees to freely express their views and recommendations to all
levels of management staff. The culture of openness and dialogue is visible in the company
in continuing improvement of tools and modes of providing internal information and all work
as a team.
For any organization development intervention to be effective, change needs to be lead.
People are different so each person will react in their unique way. Some will reject changes
and some will accept changes. Any change interventions owned at the top but have to
implement in an appropriate way throughout the organization. Sometimes top down or
bottom up depending the culture of the organization and structure. In some structures
organizations use vertical or horizontal to deliver the message effectively. Change
Management models are denial, anger, bargaining, depression and acceptance. (Morrison,
2010)
Its easy to implement quality and continuous improvement of this organization because this
organizations culture is based on team based. But this is a tall hierarchy organization so it is
time taking.
In order to manage change successfully, it is necessary to consider the tangible impacts of
change and consider the personal impact on those affected and their behavior towards
working new ways to support the change. The Change Curve is a useful model that
describes personal and organizational process of change in more details. Toolkits, checklists
and outline plans are necessary in order to manage change.
To implement change ensure there is active sponsorship for the change at senior level of the
organization, involving right people in the design and implementation of changes to make
sure the right changes are made, assessing and addressing how the changes will affect
people, communicating everyone whos affected about the changes, getting people ready to
adapt to the change by ensuring they have the right information, training and help.

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3.2 Improve the organizational processes and procedures with

technological improvements
1. HR Procedures
Recruitment and selection
Present Paper Advertisements
Top-Jobs web site
Internet
Suggestions LinkedIn application
Social web sites
Attendance
Present ERP system
Suggestions Thumb reading system
2. Marketing Procedures
Present Paper advertisements
Face Book
Notice
Hand bills
Suggestions Social web sites ex: Instagram, Takas.lk, and Ikman.lk
EBay and Alibaba
3. Production Process
Present Manual systems
Logbooks
Monitoring systems
Suggestions Automated systems
Google documents and Cloud documents
CCTV

3.3 Provide a plan to implement the Just in time system in the selected
organization
Just in time is a system whose objective is to produce or to procure products or components
as they are required by a customer or for use, rather than for stock. It is a pull system. Just
in time production is a system produce only when needed for the next stage. Just in time

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purchasing is a system in which material purchases are contracted so that the receipt and
usage of material, to the maximum extent possible.
Just in time system has developed from the observation that the greatest waste in
manufacturing is that of inventory because of overproduction. Basically implemented in
Toyota plant in 1950.
To implement just in time system there are some requirements. Those are:

Respond to customer requirements

Integrate all processes

Employee participation

Commitment to education

Eliminate redundancy

Reduce all inventory

Establish continuous improvement goals

Use a pull production system

Design products for manufacturing

Develop controllable production processes

Have defect prevention programs

Reduce setup times

Build products to specifications

High quality, flexibility, reduce setup times, reduce needs for indirect labor, less wastage and
low warehouse costs are the advantages of just in time system.
Singer can also implement just in time system. They have agro and furniture factories so
they make Sofas, furniture and other products. In most of Singer Homes showrooms, we can
see lots of Sofas and other furniture products. Some of them arent selling so they organize
year-end sales to sell those. If they implement just in time system, Customers can buy what
they really want and organization doesnt want a warehouse to stock. Suppliers will supply
for the showrooms.
When implementing just in time system, the problem is they have to have trustworthy
suppliers and their dependability. If this organization has this kind of suppliers, Singer can
buy from suppliers. So Singer can link a computerized system with suppliers to contact
easily.

LO4: Be able to manage health and safety in the work place

4.1 Best practices of health and safety.
Access follows the best safety practices in Sri Lanka.
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Access group is one of the fastest growing conglomerates in Sri Lanka. Launched in 1990
with a simple business idea. Access today has grown and diversified into many fields,
drawing strength from its core business areas such as engineering, telecommunication,
power & energy, healthcare, information technology and general trading. The vision of
Access is to be a leading and dynamic Sri Lankan business enterprise with a global reach.
Access Engineering PLC (AEL) began operations in 2001. In a short lifespan 13 years, they
have built enterprise into one of Sri Lankas foremost entities in the Civil Engineering and
Construction industry. They have more than 2570 employees.
Access do various business operations. One of those operations is roads & highways.
Currently they do rehabilitation and improvements to A1 highway between Kadawatha and
Nittambuwa road and they did rehabilitation and improvements to A32 hiway between
Navatkuli and Karaitiuv, AB18 Jaffna Palali road, B403 Mannar Puttalam road. They built
bridges and flyovers. For examples Polduwa bridge and Veyangoda flyover. They
reconstruct water resources and construct buildings. They do telecommunication
infrastructure and did network projects with Dialog, SLT and Hutch.
Access believe in anticipating possible health and other risks and being proactive, instead of
just responding to them when they arise. All Access employees operate in a work
environment that is benchmarked for the quality of its safety and health standards. . They
have implemented ISO 9001.2008 quality standards to avoid risks.
Access is committed to the creation of employee value and the enhancements of its human
capital. The company follows Human Resource Management principles, strictly applies the
health and safety practices nominated in OHSAS 18001 undertakes regular training and staff
development, and offers above industry average pay and benefits to its employees. As a
member of UN global compact, access is committed to uphold human rights both in principle
and in practice.
At present the company possesses one of the most technically advanced and up-to-date
fleets of heavy construction equipment and machinery in Sri Lanka. They are the first
construction company in Sri Lanka to implement SAP ERP system for the process
improvement.
The companys goal is to achieve a respective rate of <1 facilities, major injuries and
occupational disease diagnoses per 200,000 hours of operation among its employees and
members of public. They are proud to state that this goal was achieved in the year under
review.

Table 1: Accidents, Occupational Diseases and Fatalities 2013/14

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Employees are educated on standard operational procedures and the relevant safety
precautions to take when carrying out different types of hazardous works. Guidance in the
form of signage, etc. helps them identify and avoid unsafe practices and conditions.
Similar guidance is provided to enable employees to identify possible emergency situations.
Emergency preparedness plans are drawn up for every work site and situation, and all
employees receive training in first aid, and fire-fighting.
At every access engineering plant and project, Health and Safety (H&S) committees are set
up and their members trained to implement H&S best practice. Special H&S programs target
manual and unskilled workers, who are exposed to a statistically greater risks of accidents
and occupational diseases. Access is also carry out health screening programs for these
workers, a total of 156 were screened in the year under review,

Table 2: Health screening programs 2013/1

Table 3: Health and Safety Training 2013/14

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They have implemented technological improvements like CCTV camera, monitoring

systems, technology based alarm systems and smoke detectors.
Access PLC Company has won these awards, National Business Excellence Awards 2013
awarded by the NCCSL, Mahabimani 2013 awarded for construction performance award
awarded by ICTAD, People Development Award 2013 awarded by SLITAD and many more.
(Access Engineering PLC, 2015)

4.2 Identify the drawbacks/ weaknesses of the present safety and health
policies and procedure of the organization
The construction industry, by its nature, exposes companies engaged into high employee
turnover rate, the risk of injuries and accidents among employees and members of the
public. For a very large organization like Access, there are additional risks that arise due to
the island wide constructions.
The commitment to Health and Safety is strictly embedded in the companys affairs via the
Health and Safety policy which focuses on preventing injury and ill health of employees and
others affected by its operations and complying with all legal and other requirements. This
commitment is met by continually improving the Health and Safety Management System
whilst adhering to the OHSAS 18001 and other applicable regulatory requirements.
Access is doing their best to make sure Health and Safety in their construction areas but
there are some drawbacks of the present Safety and Health policies and procedures of the
organization.
Potential hazards and weaknesses of Access construction areas are given below.

Scaffolds are not used properly, therefore fall hazards can occur.
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Each year, falls consistently account for the greatest number of accidents in Access
Construction areas.
Stairways are another source of injury.

Trench cause more than 2 injuries each year.

Serious injuries may occur if they are not used properly.

Failure to recognize the hazards associated with chemicals can cause chemical
burns, fire and explosions.
Employees arent aware of how to use PPE.

(Osha.gov, 2015)

4.3 Prepare a board paper by providing your suggestions to improve the

health and safety of the selected organization
Improving the Health and Safety procedures.
From: Safety Officer
To: Board of Directors
Through: Head of HR
Date: 30/10/2015

Access is committed to uplift the living standards and the well- being of everyone who is
affected by its operations. We have won the National Business Excellence Award and the
Mahabimani award though we have met 4 major accidents this year.
Due to the accidents employees loss of confidence, depression, low- morale, absenteeism
and turnover rate go up, mental health of the employee can be seriously affected by the
accidents and companys image can be damaged.
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Therefore Im suggesting these solutions to improve immediately.

Scaffold must be not erected or moved, must be at least 10 feet from electric power
lines at all time and employees must be instructed about the hazards of using
diagonal braces as fall protection.
Use safety net systems or personal fall arrest systems (body harnesses)

Slippery conditions of stairways must be corrected immediately.

Employed a registered professional engineer to design a protective system for

trenches 20 feet deep or greater.
Inspect wire rope, chains and hook for any damage.

Train employees about the risks of each hazardous chemical being used.

Give a Personal Protection Equipment (PPE) training to employees.

Approximately expected budget is RS.500,000/=

By implementing these things we can achieve below expenses.

Accident claims

Insurance

Hospital bills

Sick leaves

Consultation

Thank you,
Best Regards.
M.H.Veranga

Reference
Access Engineering PLC, (2015). Annual Report. 2013/14. [online] smart media, pp.80-82.
Available at: http://accessengineering2013-14.annualreports.lk/ [Accessed 30 Oct. 2015].
Morrison, M. (2010). Tools of Change Management. [online] Rapidbi.com. Available at:
https://rapidbi.com/tools-of-change-management/#.VjDTH_krLIU [Accessed 28 Oct. 2015].
Osha.gov, (2015). Worker Safety Series - Construction. [online] Available at:
https://www.osha.gov/Publications/OSHA3252/3252.html [Accessed 30 Oct. 2015].
Singer (Sri Lanka) PLC, (2015). Annual Report. 2014. smart media, pp.36-68.

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