MATERIALITY ASSESSMENT PROCESS MATERIAL ISSUES Impacts • Customer service standards • Food safety and quality certifications • Reliable supply of products • Protection of customer privacy and data Impacts • Optimised asset utilisation • Unplanned factory shutdown time and production downtime • Scalable and sustainable operations • Consistent supply and product quality • Improved manufacturing capability • Efficient production and maintenance practices • Business continuity to support stakeholders value delivery Impacts • Provision of fair and decent work environment and wage policies • Adhering to safety and health industry standards to reduce fatalities, injuries, accidents and illnesses of our employees, their families, contractors and customers Our Response • Event and engagement sessions with customers • Customer complaint response form • Ensure sufficient sugar supply for domestic market • Improve customer service levels Link to Strategy Link to Strategy Link to Strategy Our Response • Further efforts were taken to stabilise the MSM Johor refinery to achieve better results • Completion of expansion plans for the value added facilities in Johor • Strategic production planning between MSM Johor and MSM Prai to reduce refining costs • Continue to improve the overall yield in all our refineries • Balancing production capacity between MSM Prai and MSM Johor • Discontinuing non-strategic operations • Increase production yield and utilisation by producing value added sugar products Our Response • Focused safety programmes towards Zero Harm to People, Property and Assets • Establishment of HSE Committee and Safety and Health Committees • Continuous monitoring, measurement and reporting cycle of Health, Safety and Environment (HSE) performance to create and ecosystem of health and safety awareness • Continuous engagement with Department of Occupational Safety and Health (DOSH) • Audits for ISO 45001 certification Service & Product Quality Operational Performance Occupational Safety and Health Performance S2 S1 S5 S3 S2 S6 S4 S3 S7 S4 • MSM’s Sustainability Initiatives on Social: Occupational Health & Safety Performance MSM Malaysia Holdings Berhad ANNUAL INTEGRATED REPORT 2021 WHO WE ARE STATEMENT & DISCUSSION BY OUR LEADERS HOWWE OPERATE 98
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