Upholding Good Governance and Economic Resilience Integrated Annual Report 2024 SECTION 5 • DELIVERING SUSTAINABLE VALUE FOR OUR STAKEHOLDERS 121 HOW WE PERFORMED IN 2024 Customer Engagement and Satisfaction In FYE2024, we achieved satisfaction scores of 83.5%, with a slight decrease of 4.6% compared to 88.1% (FYE2023). Customer Satisfaction Rate (%) 81.6 92.8 2022 84.3 92.4 2023 82.6 84.7 2024 Midstream Downstream In FYE2024, midstream customer satisfaction experienced a modest decline, attributed to concerns surrounding product delivery timelines. In response, midstream operations strategised to address these challenges by focusing on optimising delivery processes, enhancing supply chain efficiency, and streamlined logistics to expedite transit times. Conversely, in the downstream segment, customer satisfaction was observed to stem from pricing structure. To improve the price competitiveness, downstream entities strived to implement cost optimisation to generate better pricing without compromising the product quality. Concurrently, more customer engagement efforts will be made through dialogues to better understand and align with the evolving customer’s expectations. This approach allowed us to recalibrate our product offering with enhanced perceived value, ultimately, aimed to strengthen our customer satisfaction. Notes: 1. FYE2022 and FYE2023: Aggregated data from our midstream (PMBtu, PMS, and PMAR) and downstream (PMI, PMIT, and PMBA Klang) facilities. 2. FYE2024: Aggregated data from our midstream (PMBtu, PMS, and PMAR) and downstream (PMI, PMIT, PMBA Klang, and PMBA Nilai 1) facilities. Press Metal advanced anode stub quality through the substitution of the coating materials that drove improvements in both product quality and operational efficiency. This strategic enhancement not only reduced inline rejection rates but also enhanced production consistency and minimised losses related to defective products. This initiative yielded notable results, which brought the thimble rejection rates of an average of 15% in FYE2023 to 5% in FYE2024. This project has improved the product quality and minimised waste generation, optimising overall production processes. Enhancing Anode Stub Quality through Coating Material Substitution Press Metal had adopted an advanced laser technology into the cleaning of anode rods, employing methods that removes oxides and deposits while eliminating spark holes from the rod surface. This precision-driven process delivered superior quality and uniformity that enhanced the performance and durability of anode rods in production. Innovative Laser Technology for Anode Rod Cleaning In addressing mix lot issues and enhancement of the overall process control, targeted measures were implemented aimed at reducing instances of cross-contamination. Key initiatives included the establishment of a dedicated sorting area for systematic material segregation, ensuring thorough clearance of materials prior to initiating new production runs. Additionally, strict adherence to Standard Operating Procedures (“SOPs”) are enforced to ensure consistency and quality at every stage of the process. In mitigating variability and enhancing throughput efficiency, we introduced an automated damper machine and incorporated advanced automation to regulate material flow with precision across various production stages. Strengthening Operational Procedures to Minimise Mix Lot Issues
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