chapter 6 - Malaysia Productivity Corporation ( MPC)

Efficient delivery time is vital to the businesses. The project had also managed to improve the companies’
delivery time. Before the intervention only 40 out of the 70 firms had 90.0% time delivery achievement.
After intervention, an additional 13 firms had achieved the 90.0% time delivery.
Customer satisfaction is very important to measure customers’ acceptance in the market. Before the
intervention, 75.0% of the participating firms had achieved a Customer Satisfaction Index (CSI) of more
than 75.0%. After the intervention, 98.0% of those participating firms had achieved this CSI score.
In line with this intervention, the project had helped firms to review their business innovation culture as
well as improving processes and procedures to facilitate and enhance the industry knowledge content
towards achieving high productivity and competitiveness.
82 Productivity Report 2011/2012