Page 104 - MSM_AIR2021

102 MSM MALAYSIA HOLDINGS BERHAD WHO WE ARE STATEMENT & DISCUSSION BY OUR LEADERS HOW WE OPERATE
ANNUAL INTEGRATED REPORT 2021

STAKEHOLDERS

ENGAGEMENT

Maintaining good relationships and rapport with our stakeholders has been the foundation for our turnaround success.
Through the challenging year, alternative channels were harnessed to ensure continued engagement to gather feedback,
as and when personal interactions were not viable. By listening to our stakeholders, we are able to gather invaluable
inputs to shape our risk management and decision-making processes for business operations.
The following table highlights our various engagement platforms for diverse stakeholders and inks issues raised to the relevant
material matters of the year. Our Consumers & Customers head the listing as they are placed as our top priority.

Consumers & Customers
We are reliant on customers to sustain our revenue-generation and growth

Engagement Platform

• Online communications (e-mails, corporate website, • Branding campaign
social media) • Customer complaint response form
• Sales representative • Event and engagement sessions
• Branding campaign

Stakeholders Expectations

• Convenient, continuous and safe access to products & • Consistent supply and quality of products
services during the pandemic • Competitive pricing
• Excellent customer service • Improve manufacturing capability
• Long-term security of supply

Response to These Expectations
• Ensure sufficient sugar supply for the domestic market • Improve processes to deliver operational excellence
• Development of new products • Good SOPs during pandemic
• Enhance touchpoints, physical or digital, to maximise • Key customer site visit by GCEO
customers’ satisfaction

Relevant Material Matters

M1 Service & Product Quality M2 Operational Performance M7 Resource Management

Impact to Capitals

Financial Capital Manufactured Capital Social & Relationship Capital