Contractors and Suppliers Quality Measures Project Construction Quality Measures • Yearly performance evaluation of new and existing suppliers with annual accumulative purchases above a specified amount. • Quarterly performance evaluation of contractors and consultants engaged by the Group • Yearly monitoring to ensure 60% of suppliers appointed by the Group achieve a Grade B and above in their performance based on the internal benchmark • Yearly monitoring to ensure 75% of contractors and 85% of consultants appointed by the Group achieve a Grade B and above in their performance based on the internal benchmark • Monthly Project Quality Audit (“PQA”) • Quarterly internal QLASSIC assessment subject to the progress of projects • Contractors are required to conduct Quality Benchmark Training (“QBT”) to ensure good quality workmanship • Regular Contractor Quality Briefing (“CQB”) provided by the QA team upon the commencement of a project • Conduct Pre-Delivery Inspection (“PDI”) before project vacant possession (“VP”) • Challenges encountered throughout the project construction phase are addressed during project meetings to ensure monitoring, action plans and prevention measures are in place 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, ISO 9001:2015. Sta s across all levels have gone through training and awareness sessions to ensure processes are recognised and followed through to e ectively meet our policy and increase e ciency. For the enhancement towards the e ectiveness of the QMS, the e-QMS in Tropicana has become one of the systems that documents and manages business processes for product development, quality, and 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 e ectiveness of the quality system, promote transparency and corporate governance and highlight 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 identi es 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 causes 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 to emphasise 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 on quality delivery. Systematic Quality Benchmark Trainings (“QBT”) are conducted and reported regularly with an emphasis on maintaining quality through internal and external supply chains. Independent Quality Assessment Our commitment to Quality Assurance remains one of our mainstays. Tropicana has adopted the Quality Assessment for Building Construction Works (“QLASSIC”) across projects, based on the Construction Industry Standards CIS: 7 2014. In 2022, we continued with our achievements, with Tropicana Aman Triana being the latest assessed project by CIDB for the year: Customer Satisfaction A systematic approach is designed to understand what our customers think about our products, services and brand. We achieved a 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 Tropicana Aman (Aman 1 ) 84% Tropicana Heights (Lakefield) 81% Tropicana Danga Cove (Ayera Phase 2) 79% Tropicana Aman (Dalia) 80% Tropicana Aman (Recreational Hub) 82% Tropicana Metropark (Paisley) 75% 2021 Tropicana Aman (Triana ) 78% 2022 81 TROPICANA SUSTAINABILITY STATEMENT
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