7 Goal 9: Industry, Innovation & Infrastructure Goal 12: Responsible consumption & Production QUALITY & CUSTOMER SATISFACTION Related UNSDGs Why This Is Important Upholding quality and customer satisfaction is integral to maintaining our brand and reputation. At Tropicana, we are committed to continuously improving the quality of our deliverables and enhancing services that not only meet but also exceed customer expectations. By creating quality products and experiences, we strengthen our brand reputation whilst benefiting our customers and the broader community. In line with our Tropicana DNA, quality excellence extends beyond the products we create to include the services we provide, operational performance and construction practices at our project sites. This is adopted in our Improvement Cycle — a series of steps and actions that facilitates the continuous assessment of our products and operations to enhance value creation for our stakeholders. Our Approach Quality Assurance Product and service quality is integral to our company’s success, directly influencing customer satisfaction, our reputation, and the value we create. We uphold this through Tropicana’s Quality Management System (“QMS”), in adherence to internationally recognised standards: ISO9001: 2015 since 2014. Our QMS details how we can demonstrate the best practices, prevention measures, performances, management involvement and customer satisfaction. Our Quality Assurance department plays an integral role in establishing, enforcing and continually improving the Group’s Quality Management System via Quality Manuals and Standard Operating Procedures (“SOP”) that cater for different business functions throughout Tropicana. They are the driving force in collaboration with all stakeholders to improve our internal processes. Our in-house Quality Management function also looks to conduct quality monitoring during the construction phase and assessment of the architectural work in completed projects, ensuring compliance with QLASSIC Quality Standards and project-specific specifications (including the minimum score suppliers must adhere to). The sta across all levels have gone through training and awareness sessions to ensure processes are recognised and followed through to e ectively meet our policy and procedures to increase e ciency. The QMS is also further progressing towards enhancing the e ectiveness of key processes with digitalisation. Identify Opportunities for Improvements Monitor Results Audit & Assessment Implement Changes IMPROVEMENT CYCLE Goal 16: Peace, Justice & Strong Institution 131 SUSTAINABILITY
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