Our refineries are constantly audited to ensure that our processes are in full compliance and certified with the following: Quality Management System (ISO 9001:2015) Food Safety System Certification (FSSC 22000 - Manufacturing) Food Safety Management System (ISO 22000) Good Manufacturing Practice (GMP) *For MSM Johor only Hazard Analysis and Critical Control Point (HACCP) Certification from the Ministry of Health, Malaysia As a global exporter, MSM complies with international standards such as the Halal and Kosher certifications. All our products are: Halal-certified under Halal Jabatan Kemajuan Islam Malaysia (JAKIM) Kosher-certified by the London Beth Din Kashrut Division SOCIAL INITIATIVES Full list of certifications available on page 26 Based on the audits and with the relevant certifications in place, we did not encounter any incidents of non-compliance with the regulations and the standards on the health and safety of the products during the reporting year. We provide a range of feedback channels for our customers such as our corporate website, official phone line, email and social media channels. During the reporting year, our Group CEO visited key customers to obtain customer feedback from the ground, fostering closer ties as well as adding a personal touch in the relationship with the customer. Customer survey forms are also provided by our sales representatives to collect customer feedback based on the quality of the products, availability of stock, performance of delivery, image of company, ease to do business, and after sales service given against services provided by other competitors. The Group is dedicated to reviewing and responding to all customer feedback, including product or service-related complaints. Any received complaint will be investigated once details are received which include batch code, sugar grade, quantity affected and request for sample for investigation. In FY2021, the total number of customer complaints reduced from FY2020. Generally, we receive complaints from our customers on packaging or process related issues which are addressed promptly. The percentage of return product was on par with the previous year, sustained at a lower level than in FY2019. We managed to maintain the target for returned product as per previous years. Thorough quality checks are conducted before the product is delivered to the customer, and every complaint from the customer will be investigated to make sure that all orders are fulfilled successfully Key Activities in 2021 Target Activities Gula Prai was ranked 3rd most chosen Fast-Moving Consumer Goods (FMCG) brands in Malaysia for FY2020 after Nestle’s brands, Maggi and Milo. Source: Kantar’s Asia Brand Footprint 2021 2020 2021 2019 2020 2021 2019 Number of Customer Complaints Total Return Product Note: Total return product (%) is computed based on total return product out of total sales. 149 0.10% 99 0.07% 72 0.11% WHO WE ARE STATEMENT & DISCUSSION BY OUR LEADERS HOWWE OPERATE MSM Malaysia Holdings Berhad ANNUAL INTEGRATED REPORT 2021 148
RkJQdWJsaXNoZXIy NDgzMzc=