AL-SALAM REIT ANNUAL REPORT 2018

AL-SALĀM REIT ANNUAL REPORT 2018 74 Procurement / Supply Chain Management The Manager aims to achieve the best practices when engaging with all kinds of stakeholders across the supply chain. As such, this begins by dealing with the right suppliers to obtain the maximum beneit. The Manager ensures that the appointment of outsourced service providers and suppliers go through a fair comparison in line with the standard operating procedures and are constantly applied as part of the procurement process. Apart from the pre-qualiication of outsourced service providers and suppliers, an annual evaluation is conducted to ensure continuous satisfaction in the deliverables to the Manager and the REIT. To date, the Manager is proud to emphasise that the outsourced service providers and suppliers appointed are locally based. Tenant Management The Manager cooperates with a professional leasing consultant to ensure that the best quality tenants are engaged and retained through an annual tenant evaluation. As at December 2018, 9 new tenants have been engaged for KOMTAR JBCC. To preserve a harmonious relationship, the Manager also conducts a tenant feedback survey on a periodic basis and provide various means of feedback channels. As at 2018, it was reported that the tenants reported an average satisfaction score of approximately 80% for KOMTAR JBCC and Menara KOMTAR. On a continuous basis, the Manager aims to address all concerns efectively and eiciently. As MCHM is under a triple net lease agreement with a separate entity, the Manager ensures that a Tenant Satisfaction Survey is conducted on an annual basis to ensure that the tenant has an overall satisfying tenure period with the Manager under the REIT. Shopper Management The Manager takes priority to ensure the shopper have a valued experience at KOMTAR JBCC and reaches out for any feedback via various means. As at December 2018, it is reported that there was a reduction in shopper complaints to 10 as compared to 13 in December 2017, indicating a better shopper experience. Partner