Tropicana Corporation Berhad Annual Report 2019

Internal Quality Audit As part of our staff training and development, we have trained our Quality Assurance (“ QA ”) teams to conduct Internal Quality Audits. Internal Quality Audits are fundamental to quality management systems as it verifies the suitability and effectiveness of the Company’s systems. Through the assessment of inputs, outputs and control within a process, as well as its interactions with other processes, internal quality auditing helps identify the weak links between processes and opportunities for continual improvement. Customer Satisfaction Survey (“CSS”) Understanding customer perceptions is important in developing and improving Tropicana’s processes, products and services. We value the constructive feedback from customers. To do this, we conduct CSS which are based on the five (5) key areas, as shown below: Control of Outsourced Services Control of outsourced services was established to ensure the services provided by third-parties were monitored and reviewed. Regular discussions and periodic performance evaluations were conducted to ensure services and products met both internal and external customer needs and expectations. The outsourced services controlled within the quality scope included: • Consultancy Services; • Construction Works; and • Materials Procurement / Supply Services Recognising the importance of quality workmanship as foundation of our end-product quality, Tropicana has put greater emphasis on advancing the capabilities and skills of our contractors, thus a series of Quality Benchmark Training (“ QBT ”) sessions were conducted regularly. Product Quality At Tropicana, our product quality monitoring and reviews are conducted based on CIDB Qlassic quality standard methodology. During the year-end review, an analysis was done to identify the following areas: • Quality levels that did not meet market expectations and user benchmarks; and • Upgraded capacity and utilities that could enhance the grading and performance of the building. To this affect, quality assessments were conducted at defined stages, comprising structural works as well as architectural and M&E works. For check and balance purposes, Progressive Quality Assessment (“ PQA ”) were conducted jointly with the respective project teams to ensure projects were completed within the specified quality levels. Pre-Delivery Inspection (“ PDI ”) were also conducted as a final gate of independent evaluation to assure Tropicana’s product quality. At every successful vacant possession, the valuable feedback obtained from customers are systematically collected and assessed for review and improvement. In 2019, we achieved high customer satisfaction levels, namely Ridgefield Residences at Tropicana Heights, Kajang which achieved a 91% positive feedback. Building Design Building Material Building Workmanship Range of Facilities Environment and Surroundings A series of training programmes to enhance knowledge and skills of staff, contractors, consultants and other service providers were conducted. This was done to promote self- assessment practices throughout Tropicana’s developments to ensure continuous monitoring of product quality. Independent Quality Assessment Projects in Tropicana are subjected to Independent quality assessment by QLASSIC quality standards. Latest assessed projects by CIDB (QLASSIC): Score (%) Cyperus Serviced Residences, Tropicana Gardens 76.00 Cheria Residences, Tropicana Aman 65.00 Sinaria Shop Offices, Tropicana Aman 75.00 Dianthus Serviced Residences, Tropicana Gardens 66.00 Sustainability at Tropicana What We’ve Governed Financial Statements & Other Information pg 37 Tropicana Corporation Berhad Annual Report 2019