MSM Malaysia Holdings Berhad Annual Report 2021

STAKEHOLDERS ENGAGEMENT Maintaining good relationships and rapport with our stakeholders has been the foundation for our turnaround success. Through the challenging year, alternative channels were harnessed to ensure continued engagement to gather feedback, as and when personal interactions were not viable. By listening to our stakeholders, we are able to gather invaluable inputs to shape our risk management and decision-making processes for business operations. The following table highlights our various engagement platforms for diverse stakeholders and inks issues raised to the relevant material matters of the year. Our Consumers & Customers head the listing as they are placed as our top priority. Service & Product Quality Operational Performance Resource Management M1 M2 M7 Consumers & Customers We are reliant on customers to sustain our revenue-generation and growth • Online communications (e-mails, corporate website, social media) • Sales representative • Branding campaign Relevant Material Matters Impact to Capitals • Ensure sufficient sugar supply for the domestic market • Development of new products • Enhance touchpoints, physical or digital, to maximise customers’ satisfaction Response toThese Expectations • Improve processes to deliver operational excellence • Good SOPs during pandemic • Key customer site visit by GCEO • Branding campaign • Customer complaint response form • Event and engagement sessions Engagement Platform • Convenient, continuous and safe access to products & services during the pandemic • Excellent customer service • Long-term security of supply Stakeholders Expectations • Consistent supply and quality of products • Competitive pricing • Improve manufacturing capability Manufactured Capital Financial Capital Social & Relationship Capital MSM Malaysia Holdings Berhad ANNUAL INTEGRATED REPORT 2021 WHO WE ARE STATEMENT & DISCUSSION BY OUR LEADERS HOWWE OPERATE 102