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SUSTAINABILITY EFFECTIVE CORPORATE FINANCIAL ADDITIONAL DETAILS OF THE ANNUAL
REPORT LEADERSHIP GOVERNANCE STATEMENTS INFORMATION GENERAL MEETING

IMPACTS OUR RESPONSE LINK TO STRATEGY

SERVICE & PRODUCT qUALITY

• Customer service standards • Event and engagement sessions • Improve Johor’s SKUs to meet domestic
• Food safety and quality certifications • Customer care email/satisfaction demand especially for Coarse Grain Sugar
• Reliable supply of products survey (CGS-P1)
• Protection of Customer privacy and • Ensure sufficient sugar supply for • Explore product integration to improve
data the domestic market consumer experience
• Development of new products • Streamline the logistics and supply chain
operation for smooth delivery at lower cost 11

OPERATIONAL PERFORMANCE

• Optimised asset utilisation • Balancing production capacity • Further efforts were taken to stabilise the
• Unplanned factory shutdown time within MSM Group’s operation – MSM Johor refinery to achieve better results
and production downtime MSM Prai and MSM Johor • Completion of expansion plans for the
• Scalable and sustainable operations • Discontinuing non-strategic value-added facilities in Johor
• Consistent supply and product quality operations • Strategic production planning between MSM
• Improved manufacturing capability • Increase production yield and Johor and MSM Prai to reduce refining cost
• Efficient production and maintenance utilisation by producing value added • Continue to improve the overall yield in all our
practices sugar products refineries MSM MALAYSIA HOLDINGS BERHAD Annual Report 2020

OCCUPATIONAL SAFETY AND HEALTH PERFORMANCE

• Provision of fair and decent work • Focused safety programmes • Continuous monitoring, measurement and
environment and wage policies • Establishment of Safety and Health reporting cycle of Health, Safety and
• Adhering to safety and health industry Committee Environment (HSE) performance to create an
standards to reduce fatalities, ecosystem of health and safety awareness
injuries, accidents and illnesses
of our employees, their families,
contractors and customers

GOVERNANCE

• Compliance with laws and regulations • Active engagement, dialogue and • Continuous engagement with the government
• Management of procurement briefings and relevant ministries to discuss issues
policies and practices • Enhance business framework to related to the sugar industry. e.g. sugar import
• Management of anti-corruption adapt to regulatory requirements permit
policies and procedures • Embed UN-SDG initiatives into core • Put in place adequate procedures such as,
• Management of governance policies strategies Anti-Bribery Policy Statement and
and issues • Improve governance, compliance Whistleblowing Policy at MSM website in
• Management of anti-competitive and transparency framework compliance with 15.29 (1), and (2) of Main
behavior and monopoly practices Market Listing Requirements (MMLR)
• Responsible sourcing practices guided by the Guidelines on Adequate
Procedures, section 17A (5) of the Malaysian
Anti-Corruption Commission (MACC) Act
2009 (Amendment Act 2018)