Chemical Company of Malaysia Berhad Sustainability Report 2018

Our Commitment To Sustainable Social Practices Polymers Division At our Polymers Division, the quality management system involves four important steps. In the first step, we establish a standard by developing product specification and safety. Then, we conduct our annual customer satisfaction surveys followed by audits for our quality management system, surveillance and customers. Finally, we carry out initiatives aimed at improving our product quality management. There were no cases of major non-conformance reported by the Polymers Division in FY2018, which demonstrates that the Company’s quality management system is functioning and well-maintained. This is also reflected in the Division’s customer satisfaction surveys where an overall average of 4.0 out of a 5-point score has been obtained. The survey addresses customer satisfactions in terms of Sales Support, Sales Visit, Order and Document Management, Product Delivery, Product Quality and Product Pricing. CUSTOMER SATISFACTION SURVEY DISCLOSURES Rating Sample Size Responded 2018 4.0 66 55 2017 4.1 20 20 2016 4.1 20 20 2015 3.9 22 19 2014 3.7 10 10 In addition, our Chemicals Division also conducted a customer satisfaction on biennial basis. The recent assessment was carried out in 2017 where an average rating of 3.06 over 4.00 was achieved. As part of our commitment to deliver the highest level of services to all customers, CCM Chemicals has also taken reasonable steps by providing assessment and training for its customers. For each new customer, the Division ensures that the product installation process is assessed before the first product delivery is completed. The details of this process are outlined below. Customer Installation Assessment • This is a requirement established by CCM Chemicals prior to first product delivery to a new customer. • The customer’s installation will be assessed to ensure it meets CCM Chemicals’ requirements before the products are delivered. • The assessment covers safety, health and environment (SHE) elements to ensure a safe environment during the unloading process, storage of the product, handling and response during emergencies. • Any gaps during the assessment will be communicated to the customer and any remedial actions are undertaken prior to product delivery. Product Handling Training • Comprehensive training to customers, agents, dealers, contractors and employees on the safe handling of products. • There are two types of product handling training, namely comprehensive training for liquid chlorine and an introduction to other products. i. Comprehensive liquid chlorine training - A three-day programme which includes theory and practical training in handling chlorine leaks from the container. ii. Introduction to other products training - This training is tailored to customers’ specific needs. The training can be conducted at customer premises consisting of two-hour classroom training only or includes a practical mock exercise on emergency handling. Operation and Sustainability (O&S) Projects Customer Survey Result for 2018 FY2018 FY2017 Maintenance, Re-engineering Waster Management 5S Management Inventory M nageme t Process Improvement Compliance & Regulatory Business Continuity Plan Safety Improvement Facilities Upgrade, Expansion 10 1 1 6 6 0 0 0 5 5 5 5 20 22 2 2 1 Average 9.56 Average 8.11 11.05 Sales Support Product Delivery Product Quality Product Pricing Sales Visit Order & Document Management 4.2 3.9 4.0 4.1 4.0 3.7 21 29 126 241 Executive Non-Executive Senior Management Middle Management Indi Othe Bumipute Chine 38 SUSTAINABILITY REPORT 2018