124 125 Annual Report 2021 TROPICANA CORPORATION BERHAD SUSTAINABILITY AT TROPICANA Quality Assurance Maintaining Quality Team Performance To remain abreast in evolving trends and requirements related to quality assurance, our QA team were provided with relevant training programmes – via internal and external learning resources. Throughout FY2021, we refined our training programmes to include essential information that would enhance service delivery and efficient assessment for product quality. QLASSIC Awards In our pursuit to deliver quality assurance to our customers, we benchmark our products against the Quality Assessment System in Construction (“QLASSIC”) – a certification system established by the Construction Industry Development Board (“CIDB”). Based on three key quality criteria, our QA team conducts an assessment based on the QLASSIC guidelines before engaging with CIDB regulators for formal QLASSIC scoring and certification. The table below presents Tropicana’s QLASSIC scores for projects that were assessed and certified in FY2021. QLASSIC INSPECTION CRITERIA QLASSIC FY2021 RESULTS Name of Project Project Type Date of Assessment QLASSIC Score Tropicana Metropark Paisley High rise, Residential February 2021 75% Tropicana Aman Phase 7 Landed, Residential May 2021 84% Tropicana Aman Phase 4 Landed, Residential April 2021 82% Tropicana Heights Phase 5 Landed, Residential September 2021 81% Tropicana Ayera Phase 2 Landed, Residential October 2021 79% Training Programme Programme Objectives No. of Attendees Internal Briefing on Performance Risk Register • • Understand the concept of risk management • • Identify, evaluate and react to risks, opportunities and threats • • Understand risk action and treatment 30 e-Performance Evaluation System Briefing – Project, C&C, PDD, M&E and VP Team • • Understand the process and user guide of the e-Performance Evaluation System 30 Refundable Deposit SOP and System Briefing • • Monitoring – Systematically monitor the progress of refundable deposit • • Responsible – Assign and delegate roles and responsibilities to respective departments to update the information within their departmental scope of work • • Traceability – Ease the process of deposit traceability throughout the entire project cycle 30 External Advanced Project Quality Management • • Apply tools, techniques and practical solutions to improve quality of performance and product • • Usage of digital mobile inspection • • Conduct internal quality assessment and prepare for QLASSIC assessment • • Methods to achieve high QLASSIC score 30 Service Excellence To understand the needs of our key stakeholders, Tropicana recognises the importance of conducive engagement measures that allows us to constructively communicate with our customers. Such as the practice in preceding years, we conducted customer satisfaction surveys on property purchasers who were willing to provide their input. Through their feedback, we can effectively gauge the expectations and concerns of our customers while also understand shifting consumer trends that would help the Group position ourselves as a customercentric organisation. Engage with Us The Group’s Customer Care Unit (“CCU”) and VP teams function as a direct line of communication to our customers to gain their feedbacks or concerns regarding any of the Group’s products and services. With the aim to create a seamless end-to-end property ownership experience, our teamof professionalshelmavarietyof communication platforms, both online and offline, for greater efficiency and enhanced capabilities to provide value-added solutions to our customers. *The low percentage of Complaints Resolved for Tropicana Heights (Kajang) is due to the Tropicana Lakefield phase starting VP on 7 December 2021. Therefore, the logged complaints were in the midst of being addressed and expected to be resolved by early 2022. Customer Care Line 03-7663 6888 Customer Care Email customercare@tropicanacorp.com.my Social Media Facebook, Instagram, Project Micro-sites On-site Customer Representatives VP team members Tropicana T360 App Available for download on iOS and Android Prioritising Customer Needs Throughout the reporting period, we successfully distributed 5,475 customer satisfaction surveys (“CSS”) across our projects located in the Central Region of Malaysia. With an average response rate of 95% across 16 projects, we take each feedback seriously and apply necessary considerations for future projects we seek to develop. With regard to complaints resolution, purchasers are closely guided by our professional CCU and VP team upon the lodging of a complaint, online or manually, and are kept abreast on any rectification works on the property. We put the highest priority on ensuring service readiness to address the needs of our customers throughout their whole homeownership journey with Tropicana. Name of Development Total CSS Distributed Response Rate (%) Total Complaints Received Complaints Resolved (%) Tropicana Aman 1,275 94 481 87 Tropicana Gardens 1,422 92 293 96 Tropicana Metropark 1,738 97 826 97 Tropicana Heights (Kajang) 696 98 206 65* Tropicana Heights (Cheras) 20 100 3 100 Tropicana Residences 324 87 150 100 SURVEY CRITERIA Environmental & Community Development Concept Workmanship Quality Material Quality Design Quality Architectural Works Basic Building Fittings Basic Mechanical and Electrical Fittings
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