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 various departments. Adhering to quality standards ensures continuous improvements and invigorates parallel advancement made in processes and technology. Quality excellence has always been Tropicana’s core focus and a key component in achieving customer satisfaction. Continuous Quality Improvement Process In Tropicana, we continuously improve our processes that are derivative from incessant reviews and systematic audits to enhance internal and external expectations and requirements and eliminate possible root cause and potential problems. Towards continuously improving our processes, we adopt the Plan-Do-Check-Act Cycle. QUALITY ASSURANCE Quality Management System Tropicana’s Quality Management System (“QMS”) is a strong foundation of well-developed processes. It is a system of processes that demonstrate the best practices, prevention measures, performances, management involvement and customer satisfaction. Our QMS adheres to the internationally recognised standards, the ISO 9001:2015. Staffs across all levels have gone through training and awareness sessions to ensure processes are recognised and followed through to effectively meet our policy and increase efficiency. For the enhancement towards the effectiveness of the QMS, the e-QMS in Tropicana has become one of the systems that documents and manages business processes for product development, quality, compliance across the entire organisation and as a data model which facilitates cross-functional communication and collaboration. Internal Quality Audit Quality audits are fundamental to the Quality Management System of Tropicana. Evaluations are conducted to determine conformance of company policies, test the effectiveness of the quality system, promotes transparency and corporate governance and highlights examples of good practices. In Tropicana, the Internal Quality Audit (“IQA”) was performed by our trained Quality Assurance team. The IQA serves as an interaction between processes and identifies weak links for opportunities for continual improvement and focus on prevention. Project Quality Audit Periodic audits are conducted monthly to provide check and balance to the overall management of projects. We work hard in discovering and eliminating nonconformance, identifying root cause and putting a halt to repetitive and potential problems. Series of On-the-Job Trainings (“OJT”) are conducted regularly to continuously improve the performance and management of the project. . Performance of Outsourced Services As consultancies, construction works and procurement/supplies are outsourced, Tropicana has developed a series of control measures to monitor the quality of services rendered through quarterly online based e-performance evaluation. The evaluations are non-generic. It is designed and developed emphasising on project stages and mean deviation across the organisation. The evaluation is reviewed and meetings are conducted to garner response and immediate proactive action for improvement from outsourced services through the Evaluation Review Feedback (“ERF”). Tropicana has always put high importance in quality delivery. Systematic Quality Benchmark Trainings (“QBT”) are conducted and reported regularly with emphasis on maintaining quality through internal and external supply chains. Tropicana Aman 1 84% Tropicana Aman Dalia 80% Tropicana Aman Recreational Hub 82% Tropicana Heights Lakefield 81% Tropicana Ayera Residense Phase 2A 79% Tropicana Metropark Paisley 75% Customer Satisfaction A systematic approach is designed to understand what our customers think about our products, services and brand. We achieved high customer satisfaction level in 2021 garnering 97% positive feedback from Tropicana Gardens Dianthus. We conduct our feedback across all touch points mainly on the following: • Building Design • Building Material • Building Workmanship • Range of Facilities • Environment and Surrounding Independent Quality Assessment Tropicana has adopted the Quality Assessment for Building Construction Works (“QLASSIC”) across projects, based on the Construction Industry Standards CIS: 7 2014. The latest assessed projects by CIDB are: In line with our quality policy, 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 regulations and seek continuous improvement in Tropicana’s Quality Management System; • Enhance the skills and knowledge of Tropicana staff through continuous coaching and training; and • Ensure a safe, healthy and conducive work environment at all times. PLAN DO ACT CHECK 98 99 Annual Report 2021 TROPICANA CORPORATION BERHAD PERFORMANCE REVIEW
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