Tropicana Corporation Berhad Annual Report 2017

STRATEGIC PERFORMANCE STRATEGIC PERFORMANCE SEC 1 > SEC 2 < SEC 3 • SEC 4 • SEC 5 • SEC 6 SEC 1 > SEC 2 < SEC 3 • SEC 4 • SEC 5 • SEC 6 36 37 TROPICANA CORPORATION BERHAD / Annual Report 2017 TROPICANA CORPORATION BERHAD / Annual Report 2017 QUALITY ASSURANCE INTERNAL QUALITY AUDIT Internal Quality Audit is fundamental to our quality management system as it verifies the suitability and effectiveness of company’s inherent systems. Through the assessment of inputs, outputs and controls within a process, as well as interactions with other processes, internal quality auditing has been able to single out the weak links between processes and identify opportunities for further improvement. As part of our on-going staff development programme, 112 employees from various departments have been selected to be trained as Internal Quality Auditors. The enlarged pool of auditors will provide an opportunity for more effective and efficient auditing and planning. CUSTOMER SATISFACTION SURVEY Understanding customer perception is central in developing and improving Tropicana’s processes, products and services. For every successful vacant possession, the valuable and constructive feedback received from our customers via the Customer Satisfaction Survey (“CSS”) are systematically collected and assessed for review and improvements. The CSS is based on five key perspectives, as shown below: During the year under review, our efforts to retain our quality standards bore fruit as we achieved 97% and 82% in our CSS ratings for Arnica Serviced Residences in Tropicana Gardens and Pandora Serviced Residences in Tropicana Metropark, respectively. CONTROL OF OUTSOURCED SERVICES Control of outsourced services was established during the year under review to ensure the services provided by third parties were monitored and reviewed. The outsourced services controlled within the quality scope included: • Consultancy services; • Construction works; and • Materials procurement/Supply services. Regular discussions and annual performance evaluations were held to ensure services and products met internal and external customer needs and expectations. Recognising the importance of quality workmanship, Tropicana also put strong emphasis in advancing the capabilities and skills of our contractors. In this regard, a series of Quality Benchmark Training (“QBT”) sessions were provided regularly to ensure the quality of our end-product remained on par with the standards set. PRODUCT QUALITY Our product quality monitoring and reviews have been conducted based on recognised models from QLASSIC by CIDB Malaysia. Across all our developments, progressive assessments were conducted to ensure we adhered to our quality standards. For areas that did not meet market expectations or met benchmarks, further analysis was carried out. This was done to study the need for further capacity and utility upgrades to enhance the performance of the building. A series of quality assessments were also executed at defined stages, comprising structural, architectural as well as mechanical and electrical (“M&E”) works. For check and balance purposes, we also performed in-progress assessments with the respective project teams to ensure the projects were completed within the specified quality levels. A final architectural assessment was also done as an independent evaluation on Tropicana’s product quality. During the year under review, we conducted six training programmes to enhance the knowledge and skills levels of our staff, contractors, consultants and other service providers. These training sessions promoted self-assessment practices throughout Tropicana developments to ensure continuous monitoring of product quality. PRODUCT QUALITY ASSESSMENT Projects in Tropicana are subjected to Independent quality assessments by QLASSIC quality standards. Latest assessed projects by CIDB (QLASSIC) are as follows: • GEMS International School at Tropicana Metropark, Subang Jaya Score: 82.00% • Parkfield Residences at Tropicana Heights, Kajang Score: 78.00% ENVIRONMENT & COMMUNITY MATERIAL QUALITY DESIGN QUALITY WORKMANSHIP QUALITY DEVELOPMENT CONCEPT QUALITY ASSURANCE We believe that sustaining high-quality standards is a continuous process that involves building and sustaining relationships as this allows us to assess, anticipate and fulfil stated and implied needs of our stakeholders. It sets the foundation for efficient management of operations across the various departments, units and divisions as well as defines the improvements needed, more so with the advent of technology across all processes and procedures. One of the key elements of Tropicana’s internal control system is that all departments and/or operating units must have clearly documented standard policies and procedures, which are subjected to regular reviews and improvements. Guided by our quality philosophy,Tropicana will continue to: • Review the effectiveness of the Quality Management System and strive to meet customers’ expectations; • Comply with statutory, regulatory and MS ISO 9001 requirements and seek continuous improvements with regard to Tropicana’s Quality Management System; • Enhance the skill and knowledge of Tropicana staff through continuous coaching and training; and • Ensure a safe, healthy and conducive work environment at all times. CONTINUOUS IMPROVEMENT PROCESSES Sustaining our quality levels is a never-ending quest. A whole-of-organisation approach is needed to identify and eliminate the root cause for each problem or issue. IMPROVEMENT CYCLE IDENTIFY OPPORTUNITIES FOR IMPROVEMENT IMPLEMENT CHANGES MONITOR RESULTS AUDIT Tropicana Gardens in Kota Damansara is a Green Building Index (“GBI”) certified development QUALITY MANAGEMENT SYSTEM Based on our unceasing commitment towards enhancing quality standards, we have established a strong foundation for our Quality Management Systems (“QMS”) which outlines the appropriate controls for processes and interactions, internally and externally. These quality management principles, as per those stated in MS ISO 9001 and recognised best practices, have been taken into consideration during the development of Tropicana’s processes. These stringent processes have also been through rigorous reviews in an effort to enhance internal and external customer expectations and requirements. To ensure our staff across all departments and levels are kept updated on these advances, they are required to undergo continuous training and awareness sessions to inculcate better understanding of Tropicana’s quality management systems and enhanced knowledge on specific matters. At Tropicana, our uncompromising adherence to quality standards and the strong pursuit of continuous improvements has helped build our reputation as a premier quality developer in Malaysia. Towards this end, achieving quality excellence has emerged as a core focus of our business operations and a tool to achieve total customer satisfaction. TROPICANA CORPORATION BERHAD Annual Report 2017 ABOUT TROPICANA STRATEGIC PERFORMANCE LEADERSHIP SUSTAINABILITY GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION