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Tenaga Nasional Berhad 115 Annual Report 2009Quality Management and InitiativesCSD will continue to find ways to improve itsquality of services. Various methodologies wereused to gather information on customers,employees and stakeholder’s requirements, needsor expectations. Feedback, complaints and auditfindings are discussed to enhance the existingprocess and communications.Various quality management initiatives had beenconducted by the Division which include:• The use of AKP to measure strategic planand the implementation of the nine keycategories.• The formation of 16 WIT teams with theobjective to improve quality of products andservices to customers. These teamsparticipated in WIT Convention for theDivision in August 2009. Members of theteam were drawn from the same units andprojects were designed to improve their ownunit’s processes. Five themes were approvedfor selection by the WIT teams namelyTowards improvement of productivity &efficiency, Towards work place safetyimprovement, Towards reduction of Division/Department Operating Costs, Towardscustomer satisfaction improvement, andTowards prevention of intrusion on TNBassets.• The implementation of 5S activities in alldepartments such as “A Great CleaningDay”, has helped to improve the officeenvironment. The objective is to maintain amore conducive and effective work place forhigh productivity.• The monitoring of Risk Management for theDivision aimed to maintain strong internalcontrol so as to minimise the likelihood ofthe Division/Department not achieving itsobjectives. It would also help to reduceuncertainty over occurrence of undesirableevents.• SEMS Internal Audit was conducted by theDivision Steering Committee at the Logisticand Property Services Departments on23 June 2009 as part of preparation forSEMS Certification in 2011.Stakeholders/RelationshipManagementVarious methodologies were used to gatherinformation on stakeholders’ requirements, needsand expectations. The good rapport beingestablished with stakeholders who are directlyrelated to its daily operations had helped thedepartments in the Division to improve itsservices. Among the stakeholders are Ministry ofFinance (MOF), Malaysian Industrial DevelopmentAuthority (MIDA), Royal Customs Department,Port Authority, Ministry of Domestic Trade &Consumer Affairs, Road Transport Department(JPJ), Royal Malaysian Police (PDRM), SPRM,PUSPAKOM, Cyber Security Malaysia, Ministry ofScience and Innovations and National SecurityCouncil.Apart from that, CSD had also managed andmonitored the performances of its vendorsparticularly the service providers such as privatesecurity agencies, panel workshops, paneltransporters, panel Multimodal TransportOperators (MTOs), CELCOM, building andmaintenance contractors as well as generalvendors for supply of materials.Challenges and ProspectsWith the current socio-economic scenario, theDivision faces various challenges especially onthreats to the infrastructure. The Division needsto work closely with Government enforcementagencies to ensure an orderly approach tomanage these challenges effectively andcomprehensively. Initiatives were taken toeducate and create awareness to the communityon the impact of the threats and intrusions.Various initiatives also need to be implementedto support TNB in facing the challenges byensuring high performance, integrity andefficiency.