Tropicana Corporation Berhad Annual Report 2020

As an industry frontrunner, we uphold our resolution to deliver top quality products and services via sound management approach to achieve quality excellence. The ISO 9001:2015 certification awarded to the Group underlines the effectiveness of our Quality Management System (“QMS”) practiced throughout the supply chain. We have a dedicated in-house Quality Assurance Quality Control (“QAQC”) department that ensures our projects are developed in accordance with regulatory compliance, contract specifications and internal guidelines. Our staff were also given the opportunity to refine their quality assurance skills by attending a series of training programmes hosted by our internal QAQC team. Training Programme No. of Attendees On Site Training • Application of Sealant on Windows/Wall • Paint Termination at Door Frame • Plastering • Basic M&E Fittings 14 5 7 11 e-Project System Briefing • Tropicana Gardens • Tropicana Metropark • Tropicana Aman • Tropicana Ayera • Tropicana Miyu 81 PDI Inspection Procedure Briefing • Tropicana Metropark • Tropicana Danga Bay 16 Project Quality Briefing • Tropicana Aman • Tropicana Gardens 39 Prioritising Product Quality ISO 9001 Certification QLASSIC Awards To meet the expectation entrusted on Tropicana as a brand that delivers quality property development, we implement control systems which include thorough assessments to maintain compliance with the Quality Assessment System in Construction (“QLASSIC”) as outlined by the Construction Industry Development Board (“CIDB”). In FY2020, we are proud to disclose our success in achieving QLASSIC certification for three developments with a score of 77% and above. In this regard, we adopt a continuous improvement approach to enhance our product quality and services based on customer expectations, market trends and industry regulations. Identify Opportunities for Improvements Audit Implement Changes Monitor Returns IMPROVEMENT CYCLE Tropicana and its subsidiaries remain committed to providing property products and services of the highest quality to our customers. In line with our reputation as an esteemed developer of award winning developments, we endeavor to meet applicable quality requirements and aim to inculcate a culture of continuous improvement toward our processes and Quality Management Systems (“QMS”). Our quality management approach is based on four key principles: • Effectiveness of the QMS to meet customers expectations; • Ensure the QMS complies to statutory, regulatory and ISO 9001 requirements; • Enhance the skills and knowledge of our employees via effective training and coaching; and • Ensure a safe, healthy and conducive working environment at all times. Name of Project Project Type Date of Assessment Assessment Results Tropicana Danga Cove (Ayera Residences Phase 1) Landed, Residential 12/10/2020 90% Tropicana Gardens (Mall) Mall, Commercial 10/3/2020 77% Tropicana Cheras (Phase 3) Landed, Residential 14/8/2020 77% Tropicana’s brand reputation heavily relies on the delivery of quality products and providing outstanding customer experience. Customer satisfaction is material to the Group’s business operations and overall brand reputation. As developers, our products are created based on consumer demand and market trends. Therefore the opinions and requirements of our customers are pivotal to build projects that are created to ensure that we continue to meet their expectations. Customer Engagement & Product Satisfaction To inculcate a customer-focused culture, we created a designated Customer Care Unit that exclusively caters to the needs and queries of our customers. The aim is to provide a seamless end-to-end customer service experience that emphasised on achieving long term customer satisfaction by promptly addressing any areas of concern. We created various engagement platforms that allows an open channel of communication between the Group and our customers. Each engagement avenue is catered to address any interest or concerns from our customers as promptly as possible, and provide information on our projects such as construction progress, Vacant Possession (“VP”) dates, defects report progress and more. Reach Out to Us Quality Criteria Inspected to Achieve QLASSIC Certification Architectural Works Basic Building Fittings Basic Mechanical and Electrical Fittings Customer Care Line: 03-7663 6888 Customer Care Email: customercare@tropicanacorp.com.my Social Media Facebook, Instagram, Project Micro-sites On-site Customer Representatives: Vacant Possession team members Tropicana 360 App: Available for download on smartphones TROPICANA CORPORATION BERHAD ANNUAL REPORT 2020 SUSTAINABILITY AT TROPICANA 096 097