Identify Opportunities for Improvements Monitor Returns Audit Implement Changes IMPROVEMENT CYCLE Tropicana remains consistent in our commitment to upholding the quality of our products and services that meet stakeholders’ expectations. Ingrained in our Tropicana DNA, quality excellence extends beyond the products we create to include the services we provide, operational performance and construction practices at our project sites. Essential to ensure customer satisfaction and brand loyalty, maintaining quality performance also promotes cost and operational efficiencies that ultimately reduces the wastage of resources and manpower throughout the construction phase of our projects. To achieve this, we adopt the Improvement Cycle – a series of steps and actions that facilitates the continuous assessment of our products and operations to enhance value creation for our stakeholders. Below are the national and international sustainability standards relevant to this particular section on the Group’s approach and practices on products and services social responsibility: Bursa Malaysia Common Indicators • C8(a) Number of substantiated complaints concerning breaches of customer privacy and losses of customer data GRI 2: General Disclosures 2021 • Disclosure 2-23 Policy commitments • Disclosure 2-24 Embedding policy commitments • Disclosure 2-27 Compliance with laws and regulations GRI 416: Customer Health and Safety 2016 • Disclosure 416-1 Assessment of the health and safety impacts of product and service categories • Disclosure 416-2 Incidents of non-compliance concerning the health and safety impacts of products and services GRI 417: Marketing and Labelling 2016 • Disclosure 417-1 Requirements for products and service information and labelling • Disclosure 417-2 Incidents of non-compliance concerning product and service information and labelling • Disclosure 417-3 Incidents of non-compliance concerning marketing communications GRI 418: Customer Privacy 2016 • Disclosure 418-1 Substantiated complaints concerning breaches of customer privacy and losses of customer data Quality Management Guidelines To guide our approach to quality management, we subscribe to a series of manuals and guidelines that align with the Group’s standards on product and service quality. Our in-house Quality Assurance (“QA”) department plays an integral role in establishing and enforcing the Group’s Quality Management Systems, Quality Manuals and Standard Operating Procedures (“SOP”) that cater to different business functions throughout Tropicana. Our unwavering efforts is further bolstered by the ISO 9001:2015 certification that we received as a result of sound management practices towards achieving quality standards that are acceptable to the Group and our stakeholders. Maintaining Quality Throughout Construction As a responsible developer, we regularly assess the performance of our suppliers, consultants and contractors for their quality of service and product delivery. This measure helps to minimise construction wastage by managing defect works and providing assurance to our customers on the value of their purchase. QUALITY ASSURANCE 80 ANNUAL REPORT 2022
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