Tropicana Corporation Berhad Annual Report 2019

At Tropicana, our uncompromising adherence to quality standards and pursuit for continuous improvement, have helped in building our reputation as a premier quality developer in this country. In this regard, quality excellence has always remained as the core focus of our business operations and the tool to achieve customer satisfaction. It is a key component in achieving customer satisfaction as this will ensure we remain competitive in today’s market place. We relate quality with customer satisfaction and continuous improvements. We believe that focusing on customer satisfaction and adherence to continuous improvements and quality standards are important aspects in order to remain competitive in today’s market place. 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 subject to regular reviews and improvements. Continual Improvement Process Quality is a never-ending quest. In this regard, we work hard in our efforts to continuously improve our processes. Our continual improvement process remains a never-ending effort towards discovering and eliminating the root causes of not only current but also potential problems. Quality Management System (“QMS”) Tropicana has developed a strong foundation of Quality Management Systems that helped established an appropriate control of processes and interactions, both internally and externally. The quality management principles as stated in MS ISO 9001 and recognised best practices have been taken into consideration during the development of Tropicana’s processes. These processes have been through continuous reviews to enhance internal and external customer expectations and requirements. Staff across all levels have been subjected to continuous training and awareness sessions to ensure better understanding of Tropicana’s quality management systems and knowledge on specific matters. Quality is a continuous process of building and sustaining relationships by assessing, anticipating and fulfilling stated and implied needs. It forms the platform for efficient management and operation across different departments, units, as well as divisions. Adhering to quality standards also ensures continuous improvements are conducted, needed in parallel to advancements made in technology and processes. In line with 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 in Tropicana’s Quality Management System; • Enhance the skill and knowledge levels of Tropicana staff through continuous coaching and training; and • Ensure a safe, healthy and conducive work environment at all times. A U D I T I M P L E M E N T C H A N G E S M O N I T O R R E S U L T S I D E N T I F Y o p p o r t u n i t i e s f o r i m p r o v e m e n t IMPROVEMENT CYCLE QUALITY Effective Quality Improvement Time Scale PLAN DO CHECK ACT Quality Assurance Tropicana Corporation Berhad Annual Report 2019 About Tropicana Our Strategic Performance Our Leadership pg 36