All the businesses we are involved in are highly competitive. To maintain an edge, we recognise the need to differentiate Boustead products and services through the delivery of consistently high quality. While seeking to meet the needs of all customers from all segments of society, we never compromise on quality – either of our products or their delivery.
The Group maintains various ongoing initiatives to improve the quality of our products and services in order to heighten customer satisfaction. Some of these are described below.
Zero Off Spec CPO Supplier Award 2021 received by Tawai Palm Oil Mill
Nine out of our 10 palm oil mills are ISO 9001:2015 Quality Management Systems certified, indicating the ability to consistently deliver products that meet customer demand and relevant regulatory requirements. The 10th mill, Tawai Palm Oil Mill, is targetted to be certified by 2022. The upgrade aside, Tawai Palm Oil Mil was recognised for its product quality, receiving a Zero Off Spec CPO Supplier Award for the year 2021 from IOI Edible Oil.
Property & Industrial
To enhance quality standards, we have implemented mid- and long-term refurbishment plans for our portfolio of resorts and hotels. Together with centralisation of procurement, there will now be better conformity to brand standards in addition to improved cost savings.
In our malls, continuous efforts are made to improve service levels for an enhanced customer experience. To ensure a high level of customer satisfaction, we conduct yearly surveys on users of our different properties.
Tenant Satisfaction Survey Results 2021
During the year, we expanded the implementation of cashless parking system in our facilities, which not only adds to user convenience but is also paperless and therefore more environmentally friendly. Meanwhile, eCurve has been closed to the public since March 2021 to undergo a massive transformation that will see an even more customer appealing venue emerge.
In property development, we engage only reliable contractors and consultants while closely monitoring all projects to ensure their completion on time. This contributed to zero Liquidated Ascertained Damages (LAD) during the year. Meanwhile, to meet the needs of the different segments of the population, the Division is developing affordable residential projects, such as Balau Homes in Mutiara Hills, Semenyih. With quality top of mind, the development will boast various features – such as a riverine park – to promote a holistic family-centric lifestyle.
To ensure quality materials and construction components, our industrial business unit, UAC Berhad, is ISO 9001:2015 certified.
The quality of pharmaceutical products is critical to ensure optimum efficacy and safety. To maintain a consistently high level of product quality, seven of the Division’s business units are ISO 9001:2015 certified while, in 2021, IPMSB (Sungai Petani) obtained the MS ISO/IEC 17025 Testing and Calibration Laboratories Certification.
Further enhancing product responsibility, the Group has established a Pharmacovigilance Unit to monitor any adverse patient reaction to its products and manage all areas relevant to product safety.
To ensure safe product use, the Division adheres to all labelling practices as per the Drug Registration Guidance Documentation set out by National Pharmaceutical Regulatory Agency (NPRA). Labelling of medical equipment and devices, meanwhile, is guided by the Medical Device Guidance Document set out by the Medical Device Authority.
Marketing and advertising activities are also conducted responsibly, in compliance with relevant standards as well as guidelines. Among others, the Division’s compliance department reviews all marketing materials prior to publication and circulation.
In 2021, there was zero non-compliance incidents pertaining to pharmaceutical product safety, marketing and labelling.
Other than product quality, the Division places emphasis on high standards in its service delivery. In 2021, the Division attained an order fulfilment rate of 91.4%, and a compliance score of 99.3% for all performance metrics under the Concession Agreement with the Government.
It also sustained a high level of customer satisfaction as reflected in surveys conducted with the MOH at 98.0% and the MOHE at 96.0%.
The Division’s commitment to customer service is reflected in:
Customer Care personnel undergoing various training & development programmes
The establishment of a Quality Assurance Unit in the Customer Care Department
Strict observance of ISO 18295-1:2017 Customer Contact Centres requirements
R&D is a fundamental pillar of Pharmaniaga’s business
The Division strives to create value for customers through high-quality and competitively priced products and services. Underlining its commitment to quality management, it has attained relevant industry gold standards.
To date, the following Group companies are ISO 9001:2015 certified:
BHIC AeroServices Sdn Bhd
BHIC Bofors Asia Sdn Bhd
BHIC Defence Techservices Sdn Bhd
BHIC Marine Technology Academy Sdn Bhd
BHIC Navaltech Sdn Bhd
BHIC Submarine Engineering Sdn Bhd
Boustead DCNS Naval Corporation Sdn Bhd (BDNC)
Boustead Langkawi Shipyard Sdn Bhd
Boustead Naval Shipyard Sdn Bhd (BNS)
Supporting the maintenance of quality standards, the Division has forged partnerships with four local universities – UTM, International Islamic University Malaysia (IIUM), Universiti Pertahanan Nasional Malaysia (UPNM) and Universiti Malaysia Terengganu (UMT) – to enhance its design and engineering capabilities. It also undertakes continuous improvement projects and cost-saving exercises to attain better service at lower cost.
To gauge satisfaction levels, the Division engages regularly with customers through meetings and surveys. It also conducts regular internal quality checks and supplier quality audits.
Boustead And Trading, Finance & Investment
The Division’s retail petroleum segment forged new alliances with Food and Beverage (F&B) brands as well as service providers to expand its suite of offerings to valued customers. Fast-food outlets that have either already opened at the service stations, or will open soon, include McDonalds, KFC, Burger King, A&W and Marrybrown. Meanwhile, within BHPetromart, customers will now find the following F&B partners: Chatime, Coolblog, Daily Fresh, Richiamo Café, Subway, Dunkin and Costa Coffee.
Further enhancing its customers’ convenience, more Mail Boxes Etc. and carwash facilities will be featured at BHPetrol service stations.
The Division opened four new service stations, bringing its network to 373 BHPetrol service stations nationwide.
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