PRODUCT QUALITY RISKS The finished build quality of properties as well as the quality of services provided by the Group’s hospitality, healthcare and education businesses are inherent to customer satisfaction. A continued focus on product quality supports lower number of defects and liabilities issues. Going forward, climate change and other factors can affect overall build quality and cause an increase in defects. The Group continues to take measures towards ensuring excellent build quality and the continued high quality of all products and services. OPPORTUNITIES The focus on product quality is customer and cost centric. The focus is on strategising quality control towards enhancing customer satisfaction. Hence, beyond elimination and reduction of defects, the focus is also on speed of rectification, overall management of issues as well as focussing on intangible such as aspects of customer communication and experience. In essence, the continued focus on product quality provides opportunities to review the entire value chain process towards uncovering areas for further improvement. This includes considerations for materials used, choice of suppliers, building designs and construction methods used as well as management of interactions with customers upon handover of vacant possession. Likewise, the continued focus on engaging customers to secure their feedback and inputs by the Group’s hospitality, healthcare and education businesses also uncovers opportunities to not just improve service but also derive greater operational and cost efficiencies. For example, increasing utilisation of technology i.e. artificial intelligence to automate and speed up responses to customers. BUSINESS AND OPERATIONAL STRATEGIES Matrix continues to assess customer satisfaction for all completed projects to ensure improved quality consistency of finished units. MATTERS MATERIAL TO VALUE CREATION The following section provides further information on the risks and opportunities arising from a financially material topic (hence establishing its importance to Matrix). Specific information related to Matrix’s performance in addressing these material topics are provided from pages 90 - 100. VALUE CREATION STRATEGIC REVIEW MATRIX CONCEPTS HOLDINGS BERHAD 84
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