CWT CONTAINER LOGISTICS SDN. BHD.

INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
1 Customer Quality of product &  Inconsistent quality of services or  Enhance personnel
service product quality may lead to customer development to improve
dissatisfaction employee competency.
 Increase in customer compliant.  Enhance customer
 The customer may terminate or engagement.
discontinue the contract.  Review and improve
resources.
 Implementation of Risk
Based Thinking

On time completion  Delay in service may lead to  Enhance personnel

customer dissatisfaction
 Increase in customer compliant.
The customer may terminate or
discontinue the contract.
development to improve
employee competency
 Enhance customer
engagement
 Review and improve
resources.
 Implementation of Risk
Based Thinking

Competitive fee  Uncompetitive fee may lead to the  Market Study / Survey
customer to reject the /Analysis to ensure
proposal/quotation. competitive fee provided
 Loss of business

Responsive  Late responses may lead to customer  Enhance personnel

dissatisfaction development to improve
employee competency
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
 Increase in customer compliant.  Enhance customer
 The customer may terminate or engagement
discontinue the contract.  Review and improve
resources.
 Implementation of Risk
Based Thinking

 Termination or discontinue of  Termination of contract

contract subject to performance
2 Subcontractor Business continuity
review

 Delay in payment may result in the  Monitor and carry out the
subcontractor not performing the payment as per contract,
Payment on time work as requested. agreement or payment
 Affected delay in delivery terms.

 Unclear work orders or instructions  Boost correspondence with

given will cause the work to be subcontractors. All
executed imperfectly or not meet the instructions provided to the
Clear work order /
quality requirement. subcontractor ought to be in
instruction
 Increase in customer compliant. writing. Steer clear of
 The customer may terminate or verbal directions.
discontinue the contract.
Safe working environment  Unsafe working environment results  Enhance and enforce safety
in an incident and accident at policies and procedures.
workplace
 Increase the number of incidents or
accidents
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
 Property loss
 Unbudgeted or unforeseen costs
incurred

 Improper communication channels  Boost correspondence with

result in communication subcontractors. All
breakdowns. instructions provided to the
 May lead work delay & quality of subcontractor ought to be in
Proper communication work does not meet the quality writing. Steer clear of
channel requirement verbal directions.

3 Supplier Business continuity  Termination or discontinue of  Termination of contract

contract. subject to performance
review.

Payment on time  Delay of payment results delay of  Monitor and carry out the
material supplied payment as per contract,
agreement or payment
terms.

Clear description of order  Unclear, ambiguous contracts and
scopes of work result in unclear
information and delays in delivery.
 Enforce the Purchasing
Procedure.
 Order to Supplier must be in
with Purchase Order.
 Steer clear of verbal orders.
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS

Proper communication  Improper communication channels  Enforce the Purchasing

channel result in communication Procedure.
breakdowns.  Order to Supplier must be in
 May lead to wrong material being with Purchase Order.
supplied to the organization,  Steer clear of verbal orders.

4 Management Sustain profitability  Unbudgeted/unforeseen costs  Enhance personnel

incurred may be due to an incident or
accident or the increase in customer
complaints.
 The Client is not interested in
continuing the contracts.
 The Client suddenly ended the
contract before it expired.
development to improve
employee competency.
 Enhance and enforce safety
policies and procedures.
 Enhance customer
engagement
 Implementation of Risk
Based Thinking

Cost reduction  Increase number of  Enhance personnel

incident/accidents may cause
property damage & increase the cost
of repair.
 Unbudgeted/unforeseen cost incurred
development to improve
employee competency.
 Enhance and enforce safety
policies and procedures.
 Enhance customer
engagement
 Implementation of Risk
Based Thinking
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
Revenue Growth  Slow revenue stream could result in  Increase customer retention
less profit being made.  Build customer loyalty
 Financial stability will be affected.  Add product and services
 The company may not be able to
sustain itself.

Compliance with  Noncompliance with regulation  Enhance knowledge of

regulation  Fine /compound from authority
Zero incident/accident  Increase of incident/accident may
lead property damage
regulations within
organizations.
 Enforce compliance with
regulation.
 Conducted an evaluation of
regulation compliance
periodically.
 Enhance and enforce safety
policies and procedures.
 Monitoring its effectiveness

Compliance with IMS  Noncompliance with IMS standard  Provide training to enhance
standard requirement  Increase the number of NCR raised knowledge of management
the Certification Body system standard
requirements within
organization.
 Regular audit to check
compliance.
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION
INTERESTED NEEDS &
NO RISK
PARTIES EXPECTATIONS
Employee Job Security  Termination of employee contract
due to company instability or facing
financial problems
Clear Job Scope  Unclear job scope may lead skilled
workers to resign.
 Employee demotivated
 Operation may be interrupted due to
lack of skilled workers.
Reward/ Increment/  Employee demotivated
Bonus  High turn over
 Operation may be interrupted due to
lack of skilled workers.
Safe working environment  Incident/Accident at workplace
 Unbudgeted/unforeseen cost incurred
Adequate resources  Inadequate resources may affect
productivity & efficiency.
 Operation may be interrupted due to
lack of resources.
ACTION PLAN
 Clear up company policies
during the induction of new
employees.
 Develop a Job Description
to define employee roles
and responsibilities.
 Management to review the
Company policies.
 Introduce a reward or
increment scheme based on
employee performance
review result.
 Subject to Company
financial status.
 Enhance and enforce safety
policies and procedures.
 Review and monitor
resources accordingly
 Provide resources based on
priorities and the needs.
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS

Management Support  Employees were demotivated due to  Fix a meeting with

less support from management. management (when
 High turn-over. required) to review
 Loss of skilled worker. problems and action taken.
 Operation may be interrupted due to
lack of skilled workers.

Competitive Salary  Salary is not competitive compare to  Review salaries regularly to

market ensure they are competitive
 Employee will not stay longer with with the market.
the company
 Loss of skilled worker

Personnel development  Lack of personnel development may  Enhance personnel

affect productivity & efficiency development to improve
 May increase customer compliant. employee competency.
 The customer may terminate or  Implementation of Risk
discontinue the contract. Based Thinking

Certification Body Compliance with CB  Noncompliance with CB  Review and understand the
requirement requirements CB requirement.
 Increase the number of NCRs raised  Provide training to enhance
the Certification Body knowledge of management
system standard
requirements.
 Regular audit to check
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
compliance.

 Implementation of Risk
Based Thinking
Compliance with  Noncompliance with management  Provide training to enhance
management system system standard requirements. knowledge of management
standard requirement  Increase the number of NCRs raised system standard
the Certification Body requirements.
 Certificate suspension.  Regular audit to check
compliance.

 Implementation of Risk
Based Thinking
Authority Compliance with  Noncompliance with applicable  Enhance knowledge of
(DOSH/DOE/Port applicable regulation & regulations and other requirements regulations.
Authority/Majlis others requirements results in a penalty or compound  Enforce compliance with
Perbandaran) from the authorities. regulation.
 Conducted an evaluation of
regulation compliance
periodically.
 Implementation of Risk
Based Thinking

Public / Society Environmental protection  Environmental Pollution  Enhance and enforce

 Complaints from neighbours and the environmental protection
local community to the authorities policies and procedures.
 Enforce compliance with
regulation.
 CWT CONTAINER LOGISTICS SDN. BHD.
INTERESTED PARTIES NEEDS & EXPECTATION

INTERESTED NEEDS &

NO RISK ACTION PLAN
PARTIES EXPECTATIONS
 Conducted an evaluation of
regulation compliance
periodically.
Ethical behaviour  Complaint from neighbors & local  Enhance and enforce ethical
community to authorities behavior policies and
procedures.

Approved by:

……………………………..
Name: Karthikan A/L Kesavan
Position: Senior Manager
Date: 2/5/2023