LEAN is a systematic approach that helps the management of an organisation to identify and eliminate the non-value activities that could lead to inefficient business processes. Over and above that, waste that have been around for a long time can be eliminated in the workplace due to unproductive and inefficient work culture. The LEAN project in TLP started in August 2019 and was successfully completed a year later. Normally, any of SPPE project only takes six months to finish, however, the TLP project took 12 months due to the enforcement of the Movement Control Order in the country on 18 March 2020, to curb the spread of COVID-19.

Customer satisfaction is the highest priority for The Laundry Place Sdn Bhd (TLP) because our company is not a manufacturer but we are a dry-cleaning service provider since 2013, which directly deals with our customers. Any grumble especially from our high-end customers cannot be ignored to retain them to be our loyal customers. Our company business is labour-intensive, all staff are the main assets of the company and each one of them plays an important role to ensure business sustainability. The involvement of TLP in the LEAN project guided by the Malaysia Productivity Corporation (MPC) allows employees to be exposed to the customer’s need and constantly make improvements in the existing work processes. This has helped the company dwindle wastages and at the same time increased productivity and employees’ efficiency. -Mr Mohd Hisyammuddin Bin Kalam, Director, The Laundry Place Sdn Bhd

SEAAT’s comprehensive care for safety and health are one of its biggest attractions that bring repeat or referral customers. Its trip packages include not just a first aid-trained motor guide but also a certified paramedic (although fortunately no medical emergencies have happened). This feature alone has resulted in new client recommendations by previous customers from even Singapore. As a rule, for motorcycle tours, one motor-guide is provided for every eight bikers, while the maximum number of bikes allowed per tour is 20 machines with three guides.

“Interest in the motoring world became the ‘track’ in opening up a business that pioneers unique adventure packages for both local and foreign tourists. Not only the joy of riding motorbikes, we also bring our clients to savour off-road treks and sceneries that are so rarely discovered by any individuals before this, making our packages known as “must-tries”. The experiences that riders will discover will in fact be unique according to the package or destination taken, which at the same time increase SEAAT’s customer retention rate.” Mrs. Rima Rohayati Abdul Jalil, Manager, South East Asia Adventure Travel (SEAAT).

As in any business, there has to be a balance between good value-for-money and profit sustainability. Hasan and the Santika team are always on the lookout for what visitors want, what works and whether it can be done as cost-effectively as possible. How do they gather the data on customer behaviours, preferences and trends? While as a small family-run entity, they may not use highly scientific methods, they do use keen observation and feedback especially direct questions to visitors and even potential visitors met at other places.