Tropicana Corporation Berhad Annual Report 2019

RESPONSIBILITY TO OUR PRODUCTS AND SERVICES Achieving Quality Excellence Commiting to Continuous Improvement The Group acknowledges the need for consistent and exemplary quality control of our products to meet the expectations of our customers. Year on year, we strive to enhance our reputation by delivering quality products and services. Therefore our business practices are guided by these key factors: • Effectiveness of the QMS to meet customers’ expectations; • Ensure Tropicana’s QMS is in compliance with statutory, regulatory and ISO 9001 requirements; • Enhance skills and knowledge of our Tropicana staff via effective training and coaching; and • Ensure a safe, healthy and conducive working environment at all times. Our continuous improvement process is guided by a cyclic mechanism that monitors, reports, implements and assesses the Group’s business practices to ensure long term sustainability and service excellence. Certified ISO 9001 In showcasing our efforts to enhance quality standards across our business operations, the Group has successfully achieved ISO 9001:2015 certification for our Quality Management System (“ QMS ”). Our in-house Quality Assurance (“ QA ”) department are guided by Tropicana’s Vision and one of our Business Principles, that is, delivering products that achieves optimum customer satisfaction in terms of product excellence while also enhancing stakeholders’ value. To communicate Tropicana’s commitment to quality excellence, our QA department hosted several training programmes related to ISO 9001 and additional quality standards. The details of which are presented below: Group Vision We strive to be the leading property group that delivers innovative and quality products that enhance stakeholders’ value. Business Principle Our Customers Come First – In delivering innovative products and services, we work towards optimum customer satisfaction. We recognise and reward our loyal customers, who are our pillars of strength and a driving force behind the success of our Company. IMPROVEMENT CYCLE • Introduce auditing as a tool for the organisation to monitor and achieve an effective Quality Management System • Promote objectivity and consistency in the organisation’s Internal Audit process • Improve participants’ understanding and involvement in the audit process • Improve audit effectiveness within the organisation • Understand QLASSIC Assessment methods • Acquire adequate knowledge and skills on assessment standard • Learn to conduct internal assessment and improve assessment scores • Learn how to establish an effective team environment for root cause analysis • Utilise data and correct investigative tools to identify the root cause of an issue • Generate new ideas to solve the root cause of a problem and select the most appropriate solution using decision matrices • Implement measures to ensure the improvement practices are maintained • Recognise common barriers to root cause analysis and apply techniques to overcome those barriers ISO 9001:2015 Internal Quality Audit QLASSIC Root Cause Analysis and Improvement Tools 30 32 26 Programme Name No. of Attendees Programme Objectives Sustainability Statement Tropicana Corporation Berhad Annual Report 2019 About Tropicana Our Strategic Performance Our Leadership pg 66