MSM Malaysia Holdings Berhad Annual Report 2020

• Customer service standards • Food safety and quality certifications • Reliable supply of products • Protection of Customer privacy and data • Event and engagement sessions • Customer care email/satisfaction survey • Ensure sufficient sugar supply for the domestic market • Development of new products • Improve Johor’s SKUs to meet domestic demand especially for Coarse Grain Sugar (CGS-P1) • Explore product integration to improve consumer experience • Streamline the logistics and supply chain operation for smooth delivery at lower cost • Optimised asset utilisation • Unplanned factory shutdown time and production downtime • Scalable and sustainable operations • Consistent supply and product quality • Improved manufacturing capability • Efficient production and maintenance practices • Balancing production capacity within MSM Group’s operation – MSM Prai and MSM Johor • Discontinuing non-strategic operations • Increase production yield and utilisation by producing value added sugar products • Further efforts were taken to stabilise the MSM Johor refinery to achieve better results • Completion of expansion plans for the value-added facilities in Johor • Strategic production planning between MSM Johor and MSM Prai to reduce refining cost • Continue to improve the overall yield in all our refineries • Provision of fair and decent work environment and wage policies • Adhering to safety and health industry standards to reduce fatalities, injuries, accidents and illnesses of our employees, their families, contractors and customers • Focused safety programmes • Establishment of Safety and Health Committee • Continuous monitoring, measurement and reporting cycle of Health, Safety and Environment (HSE) performance to create an ecosystem of health and safety awareness • Compliancewith laws and regulations • Management of procurement policies and practices • Management of anti-corruption policies and procedures • Management of governance policies and issues • Management of anti-competitive behavior and monopoly practices • Responsible sourcing practices • Active engagement, dialogue and briefings • Enhance business framework to adapt to regulatory requirements • Embed UN-SDG initiatives into core strategies • Improve governance, compliance and transparency framework • Continuous engagement with the government and relevant ministries to discuss issues related to the sugar industry. e.g. sugar import permit • Put in place adequate procedures such as, Anti-Bribery Policy Statement and Whistleblowing Policy at MSM website in compliance with 15.29 (1), and (2) of Main Market Listing Requirements (MMLR) guided by the Guidelines on Adequate Procedures, section 17A (5) of the Malaysian Anti-Corruption Commission (MACC) Act 2009 (Amendment Act 2018) SERVICE & PRODUCT QUALITY GOVERNANCE IMPACTS OUR RESPONSE LINK TO STRATEGY OPERATIONAL PERFORMANCE OCCUPATIONAL SAFETY AND HEALTH PERFORMANCE MSM MALAYSIA HOLDINGS BERHAD Annual Repor t 2020 11 SUSTAINABILITY REPORT EFFECTIVE LEADERSHIP CORPORATE GOVERNANCE FINANCIAL STATEMENTS ADDITIONAL INFORMATION DETAILS OF THE ANNUAL GENERAL MEETING