strategies employed – risks and opportunities identification Description of Risks and Opportunities Related to Incorporating Resource Efficiency Into Home Design and Communication of Benefits to Customers QUALITY CONTROL Quality is essenঞal or integral for all business divisions at Matrix although different quality control and assessment systems are used based on the different requirements and operaঞonal contexts. The property development and construcঞon divisions use CIDB’s QLASSIC system to assess the finished quality of built products. Defect management, including number of defects per product, speed of construcঞon and extent of defect resoluঞon and related costs are also considered. For the service-based business divisions such as MMC, d’Sora, d’Tempat and AMS, customer saঞsfacঞon indices are used to assess product/service quality. This includes number of complaints received and the resoluঞon rate of complaints. The implementaঞon of the ISO system via cerঞfication of operaঞons Group wide is also part of the governance approach to upholding product and service quality. In improving overall performance, strategies to be employed include focusing on selecঞon of material and improvements in workmanship while also emphasising conঞnuous, stringent quality checks on building structural integrity. Other consideraঞons include implementaঞon of a real-ঞme defect tracking system, formaঞon of an inter-departmental Quality Assurance and Quality Control (“QAQC”) commiee to audit products and services delivered and conঞnued upscaling of construcঞon capabiliঞes through investments in cuমng-edge construcঞon technologies and high-quality materials that are resilient to climate change impacts and other environmental factors. In addiঞon, Matrix will also look at undertaking research and development acঞviঞes towards adopঞng innovaঞve building soluঞons that enhance durability and reduce occurrence of defects. Suppliers will also come under increased scruঞny via more frequent and stringent audits, comprising desktop as well as physical site audits. In previous years, Matrix has looked at Industrialised Building System (“IBS”) based system as an approach for incorporaঞng resource efficiency into home design. The iniঞal exploraঞon of IBS has led to the implementaঞon of an aluminium formworks system as opposed to full IBS with the aluminium formworks proving to be more cost effecঞve and beneficial to the business model. The use of aluminium formworks has enabled an expedited pace of construcঞon while supporঞng improved absolute build quality as well as the consistency of build quality across property projects. APPROACH Post treatment survey system for both in-paঞent and outpaঞent customers. Quality is further reinforced via the ISO 9001:2015 cerঞficaঞon and other health related accreditaঞons. Feedback forms to survey parents saঞsfacঞon on educaঞon quality and faciliঞes. Operaঞon of the Educaঞon Division is enhanced via the joint venture with Ray Internaঞonal Educaঞon Management Limited and Adcote Internaঞonal Educaঞon Management Sdn Bhd. Customer feedback forms to gauge customer saঞsfacঞon on staff service levels, quality and availability of faciliঞes, quality of food and beverage and more. PropertY Development HEALTHCARE EDUCATION HOSPITALITY Conducঞng customer saঞsfacঞon surveys at the point of handover to customers. Surveys solicits customers’ views not just on the quality of the purchased property but also on the overall handover process, the quality of service, the aenঞveness of Matrix staff, and other related facets. 86 MATRIX CONCEPTS HOLDINGS BERHAD INTEGRATED ANNUAL REPORT 2025 05 VALUE CREATION STRATEGIC REVIEW
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