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Rehabilitation of Nation’s Healthcare – Transforming Healthcare through the Post Pandemic Era

September 13, 2021
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Striking at the nation-building heart of many countries, the pandemic has significantly disrupted social, political, economic and healthcare systems around the world.

The COVID-19 outbreak has placed a massive strain on the global healthcare sector’s workforce, infrastructure, and supply chain. Medical practitioners are exhausted, and healthcare systems are forced beyond limits to the brink of breaking down. Despite the many challenges, a decrease in revenues and rising operational costs, healthcare players continue to push forward, committed in providing high quality healthcare services to patients. Nonetheless, the pandemic has exposed the shortcomings of healthcare systems worldwide. Striking at the nation-building heart of many countries, the pandemic has significantly disrupted social, political, economic and healthcare systems around the world.

However, we have also seen the emergence of foundational shifts arising from COVID-19. Needle mover initiatives are being made globally by both public and private sectors, recognising the need to relook healthcare ecosystem modernisation towards a comprehensive, integrated digitisation and digitalisation. New coping strategies, involving the accelerated adoption of telemedicine, smart health and other technologies, are considered as imperatives. Amid these dynamics, public sectors, healthcare providers, players, and other stakeholders around the globe are being challenged to pivot, adapt, and innovate at speed to amplify the reach and effectiveness of healthcare.

The Digital Front Door 

A smart health approach typically makes use of interconnected technologies to embrace the entire spectrum of healthcare providers, consumers and researchers to ensure the delivery of cutting-edge care that is comprehensive, collaborative, efficient – recognising the needs of patients and their families as well as healthcare practitioners and administrators. The use of telemedicine, complemented by analytics, artificial intelligence (AI), data protection and scalable cloud ecosystem is gaining traction. The pandemic has opened doors for AI and other digital technologies to solve complex clinical and non-clinical problems.

A recent report published by McKinsey & Company highlights that telehealth utilisation has stabilised at levels 38X higher than before the pandemic. Similarly, consumer and provider attitudes toward telehealth have also improved. Investment in virtual care and digital health have broadly skyrocketed. Additionally, virtual healthcare models and business models are continuing to evolve.

However, some hurdles, such as concerns around technology security, need to be addressed. TM One has innovated a complete ecosystem of healthcare solutions, which is modular and interoperable with external systems connected via TM One Cloud α (pronounced as Cloud Alpha) and TM One Cybersecurity (CYDEC) to ensure world class security. McKinsey points out that, the ‘digital front door’ will not be closing as patients and providers have appreciated and embraced the convenience and flexibility of this type of care especially during the healthcare crisis. As we gradually move through and onwards into recovery, a key concern for any health system will be scaling and sustaining these digital interactions.

Driven by Human Experience

Consumers expect industry leaders to leverage on the momentum created in the pandemic to continue to propel healthcare forward, especially as good healthcare services is a key hallmark of sustainable future ready nation building. According to Deloitte, collaborations and the human experience are two (2) of six (6) pressing sector issues that are expected to shape and navigate the healthcare industry into and through the evolving ‘next normal’.

Healthcare technologies, which especially appeal to the digital first generation, has inspired deeper levels of activity, engagement and enhanced patient experience. A visit to the doctor is already a worrying experience for some without having to deal with the paperwork, hours of waiting time and patient care. On a wider front, consumers are using technology to monitor their health, measure fitness, order prescriptions and schedule doctor’s appointments. Eighty percent (80%) of consumers report that they are most likely to have another virtual visit even post pandemic. Pandemic experience has shown that the best path to effectively enabling digital solutions requires various levels of smart collaboration moving away from siloed record systems. Providing a comprehensive end-to-end integrated patients experience management platform with insights, one which is truly beneficial for consumers and patients — calls for collaborative arrangements, which embrace data platforms, disruptive entrants, public/private partnerships, and health system platforms integration.

TM One Healthcare understands the complexities of the healthcare industry. It will simplify the electronic medical records platform, and channel patients, healthcare providers and funders into a single, secured, standardised and cost-effective solution. With extensive experience in rolling out clinic management systems and electronic medical records, together with a dedicated team to maintain and provide adequate support to end users and partners, TM One Healthcare will ensure the best experience for all stakeholders.

Cloud ⍺ Series #6: Deep Dive: How Cloud Can Take Patient Care to the Next Level

June 22, 2020
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The situation today is that more and more hospitals around the world are rapidly turning to cloud services to improve patient care, serve more people, and conduct research more efficiently.

In the current digital era, Governments are using tech to build predictive models, expand the reach of their services and save time on serving people – why shouldn’t hospitals do the same?

It takes a range of tech tools to accomplish all of the above, but one tool in particular makes it much easier. The cloud places all information and services on a centralised platform, instead of in a single computer. Anyone with an internet connection and the necessary authorisation can easily access this data. Cloud users don’t have to fret over software upkeep, as cloud providers will take care of that.

This tech has huge potentials in transforming the healthcare sector, among others. We look at how the cloud can improve patient experience, enable virtual consultations and speed up medical research processes.

1. The data challenge for enhanced healthcare

An increasingly critical challenge for the healthcare sector rests in uncoordinated and outdated patient data, which can lead to extended waiting times. In a 2015 study by Malaysia’s Ministry of Health[1], less than 40 per cent of patients were satisfied with waiting times in hospitals. This is not surprising – as it can take up to five (5) hours for a patient to receive outpatient treatment at a public hospital, reported The Malay Mail[2].

Longer waiting times may also resulted from various inefficiencies including tedious paperwork and unnecessary procedures[3]. Cloud can address these issues by drawing together relevant information from hospitals, and other crucial services such as pharmacies and test providers, to ensure that healthcare workers can access “a holistic view of a patient’s journey”, said Brian Owens, tech chief at a US-based health tech company[4].

Medical professionals could more safely and easily transfer data between organisations by utilising the same cloud network[5]. While patients move across departments and hospitals, medical professionals will still be able to safely access patient medical records and provide a well-rounded treatment.

Patients will also be able to easily access their personal medical records on the cloud at their convenience, thus benefit from being able to make better decisions about their own health. Health IT Outcomes reported that making data accessible to patients “leads to informed decision making by acting as a tool for patient education and engagement.[6]”

The cloud also allows doctors to monitor patients in real time, allowing for faster intervention. This is critical in healthcare, where saving lives could depend on seconds.

2. Increase healthcare accessibility with telemedicine

Storing data on a cloud makes data accessible anytime, anywhere. This opens up worlds of possibilities for telemedicine, which is now ripe for rapid expansion given the country’s high broadband connectivity – every Malaysian has an average of 1.29 devices connected to high-speed internet[7].

Doctors will be able to offer virtual consultations, benefitting patients who may not be able to travel. These include elderly patients with disabilities, or patients who have to care for others at home, no longer have to miss their appointments, and doctors can check as well as are able to monitor their conditions more regularly.

Hospitals would also be in a position to extend their expertise to remote areas with limited access to healthcare services. Patients could take a picture of their condition, then upload it onto the cloud, so doctors or relevant Artificial Intelligence (AI) systems may examine it and offer appropriate advice[8].

These abilities rely substantially on smooth video live streaming, allowing doctors to examine a patient’s condition accurately. In addition to connectivity, which is a prerequisite, cloud will help run such processes faster than a local computer server, and videos will not be disrupted by low bandwidth or network noise.

Telemedicine has been an important area of exploration in this country over the last three decades, and the potential for greater and more sophisticated use to reap its full benefit remains massive. As illustrated above, telemedicine is an important driver to increase healthcare accessibility, and also offers greater distribution of resources so that doctors in less demanding areas can assist their counterparts in the busier areas, alleviating issues of overstretched medical professionals especially in major hospitals.

Telemedicine is already proving its usefulness during the country’s Covid-19 lockdown measures. Malaysians have been seeking advice from doctors using these virtual channels, reported Computer Weekly[9]. The article also mentioned about a medical video consultation portal that is accessible seven (7) days a week, and is free to use.

3. Maximising returns on research

Malaysia spent RM1.2 billion (US$309 million) on healthcare research in 2015 alone[10]. Cloud computing can help to maximise the return on Research and Development (R&D) spend as well as accelerate the go-to-market of medicine for the benefit of the public.

In addition to handling massive amounts of data, cloud can process that data more quickly with its integrated AI and machine learning capabilities[11]. For instance, hospitals can process multi-dimensional images of organs in 10 minutes instead of 90, shared Datamation. This could help to dramatically improve care pathways efficiency and enhancing coordinated activities among healthcare workers – a welcome change to address issues of long queues and waiting times at Malaysian hospitals.

Besides saving time on hospital operations, the cloud will speed up medical research. AI is able to analyse large data sets, and identify population health trends that may have gone unnoticed otherwise. Data analytics processing of patient records also enables more personalised treatments and care[12]. For example, doctors in Europe are currently working on a system to consolidate and analyse data to administer personalised treatments for Alzheimer’s disease and lung cancer[13].

Securing data with blockchain

Medical records are sensitive and need the highest level of protection against cyber threats. These records often include address history, identification numbers and financial data. Hackers can use this personal information for identity fraud[14] – applying for loans, purchase medical equipment, file false insurance claims under fake identities, or even selling it to third parties for profit.

In September 2019, Greenbone Network revealed that close to 20,000 patient records, along with 1.2 million linked images, from Malaysia were publicly accessible on the Internet[15]. Cloud services can be integrated with Blockchain to ensure patient data doesn’t fall into the wrong hands.

Blockchain is a secure way of storing digital information – its records cannot be deleted and it tracks all changes made on a document. This allows patients’ records to be shared without concerns about false changes. Blockchain can even be used to verify a doctor’s credentials in telemedicine consultations, according to ReferralMD[16].

TM One, Telekom Malaysia Berhad (TM)’s enterprise and public sector business arm, recently launched its Cloud Alpha[17] service, which integrates AI, Internet of Things (IoT), big data and Blockchain. This system is designed to provide a seamless transition to the cloud by offering a variety of cloud models to suit every need.

In a scenario where unstructured, isolated data could result in more lives being lost, digital action must be taken. The situation today is that more and more hospitals around the world are rapidly turning to cloud services to improve patient care, serve more people, and conduct research more efficiently.

References

[1] http://iku.moh.gov.my/images/IKU/Document/REPORT/NHMS2015-VolumeIII.pdf

[2] https://www.malaymail.com/news/malaysia/2017/08/22/hours-long-hospital-waits-driving-some-to-abandon-treatment/1447711

[3] https://penanginstitute.org/publications/issues/cut-the-queue-a-basket-of-solutions-for-malaysian-hospitals/#ftn7b

[4] https://www.healthcareitnews.com/news/next-gen-cloud-computing-how-healthcare-can-prepare-future

[5] https://solutionsreview.com/cloud-platforms/8-benefits-and-risks-of-cloud-computing-in-healthcare/

[6] https://www.healthitoutcomes.com/doc/ways-cloud-computing-is-impacting-healthcare-0001

[7] https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/3Q_CM_2019.pdf

[8] https://www.datamation.com/cloud-computing/cloud-computing-for-healthcare.html

[9] https://www.computerweekly.com/news/252481183/Malaysias-telemedicine-vision-gets-fresh-boost

[10] https://www.who.int/research-observatory/indicators/gerd_gdp_October_2018/en/

[11] https://solutionsreview.com/cloud-platforms/8-benefits-and-risks-of-cloud-computing-in-healthcare/

[12] https://www.healthitoutcomes.com/doc/ways-cloud-computing-is-impacting-healthcare-0001

[13] https://cordis.europa.eu/article/id/417984-big-data-to-personalise-therapy-for-lung-cancer-and-alzheimer-s-diseases-analysing-data-with-

[14] https://www.advisory.com/daily-briefing/2019/03/01/hackers

[15] https://codeblue.galencentre.org/2019/10/10/malaysia-patient-data-leak-came-from-private-entity-moh-says

[16] https://getreferralmd.com/2018/09/can-blockchain-technology-improve-the-healthcare-industry/

[17] https://www.tmone.com.my/solutions/cloud-services

Providing scalable health advice to the masses

October 15, 2018
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In order to make sure its users stay motivated, Naluri uses artificial intelligence to “multiply the productivity of each professional psychologist or dietician by 10 if not 20, 30 times.

Healthcare app Naluri aims to help Malaysians live more healthily through scalable health coaching that uses technology to multiply the productivity of healthcare professionals.

The brainchild of Azran Osman Rani, ex-CEO of Iflix and AirAsia X, Naluri was borne out of a self-confessed obsession to improve the fitness of Malaysians. Backed by a team of doctors, psychologists, dieticians and fitness coaches, the app seeks to provide holistic solutions for users who are overweight or facing stress, anxiety or depression.

Earlier this year, National Diabetes Institute (Nadi) Executive Chairman, Datuk Dr Mustaffa Embong warned that Malaysia has the greatest prevalence of obesity in Southeast Asia as well as one of the highest rates of diabetes in the world. Approximately one in three Malaysian adults also suffers from a mental health condition or is at risk of developing a diagnosable mental illness, according to the country’s last National Health and MorbiditySurvey in 2015.This makes holistic and preventative care an important healthcare priority for the country.

Predicting readiness to change

Yet making a lasting impact can prove challenging as health risk assessments, reward programs and personal fitness apps “only work for about 20% of the population”, says Osman Rani. “This 20% of the population tend to be the ones who are achievement-oriented and goal focused,’’ he says. ‘’You give them the tools and off they go. But 80% of the population really struggle to make these things stick.’’

In order to make sure its users stay motivated, Naluri uses artificial intelligence to “multiply the productivity of each professional psychologist or dietician by 10 if not 20, 30 times’’.

By analysing patterns of behaviour and performance, the app can almost predict a user’s readiness to change and level of resilience, says Osman Rani. And if a user is likely to disengage, a coach can intervene at the right time and in the right context or tone that works best for that person.

Using technology to heighten the efficacy of Naluri’s healthcare professionals also gets around the severe lack of clinical psychologists in Malaysia. In 2017, there were 2.87 clinical psychologist per million people, a slight increase from 2.82 in 2011. But Naluri’s technological innovations hopes to expand the reach for this small group of psychologists.

Other visual AI functions on the Naluri app is a food journal where users can snap photos of meals and receive nutritional information or healthier substitutions. The local element of Naluri becomes imperative as while there are dozens of existing dieting apps, most would not be able to recognise local dishes be it a mee goreng or a nasi lemak.

You cannot just take the western model of kale, quinoa, chia seeds, Fitbit, yoga, and meditation, says Osman Rani about changing users’ lifestyle and behaviours. It just doesn’t work beyond our little urban enclaves.

Pay as you lose

While the end goal is the consumer, interestingly Naluri, which means instinct in Bahasa, is mainly a B2B player whereby insurance companies and corporate employers bring in the users. If Naluri is able to produce clinically significant outcomes, such as a 5% weight reduction, the companies will then pay Naluri a success fee of a few hundred dollars.

This pre-emptive approach appeals to employers and insurance companies as the average yearly cost to treat someone with diabetes, or heart disease is far in excess of the success fee. The information that the app is collecting could also prove to be a data treasure trove in terms of addressing chronic health problems.

Osman Rani admits that some psychologists and behavioural scientists have expressed doubts about his app, believing that nothing can replace traditional face-to-face conversations. Yet he counters that Naluri is complementary to traditional therapy methods and is not meant to be a replacement.

“I’m not trying to get everyone healthier,’’ says Osman Rani. ‘’I’m specifically focusing on the mass market who are struggling with making changes even when they know this is good or that is not good for them. Overwhelmed with work, middle-class, white-collar workers who are just really struggling to get by in life.’’

Insightful reads brought to you in partnership with MIT Technology Review Insights.

Making Smart Manufacturing Real in Malaysia

August 04, 2022
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Highlights discussion during a Smart Manufacturing event, featuring TM One Rejab Sulaiman, on where Malaysia today towards Industry 4.0 maturation.

If we take an overview of what smart manufacturing means today – it is generally described as the application of artificial intelligence (AI) and automation in manufacturing, which is targeted toward evolving the ideal factory of the future.

This is usually defined by industry commenters as an intelligent factory utilising robotics, AI, and internet of things (IoT) technologies. Actual implementation focuses on installing sensors to collect data of products and equipment at each phase of the production process.

Meanwhile, robots should work autonomously and collaboratively to achieve often complex actions. Each processing station and production can work independently or in collaboration and self-adjust procedures in synch with the intended process.

Summarised in a Deloitte report1, connectivity and convergence are the underlying themes in Industry 4.0 as applied to manufacturing systems. Ideally, ‘it is a leap forward from more traditional automation to a fully connected and flexible system,’ the key features of such a manufacturing system can be summarised as: responsive, adaptive, and connected.

An April 2022 release by market research firm Vantage of Smart Manufacturing Market Growth and Trends2 report expects the smart manufacturing market to reach a valuation of US$237.4 billion by 2028, driven largely by demand in the retail sector, however.

Interestingly, Asia Pacific has been singled out by the report as the fastest regional to adopt smart manufacturing. Examples include India’s ‘Make in India’ initiative, which has zeroed in on automating in-house manufacturing facilities.

Reality check

In Malaysia, the country’s digital economy focus, which includes developing smart communities among many other components, is anchored to the same transformational trajectory as the rest of the world

As smart manufacturing is another important component of the nation’s thrust, a recent industry forum set out to3 probe the current state of smart manufacturing in Malaysia.

Moderated by Karamjit Singh, CEO of Digital News Asia, the discussion featured industry speakers: Rejab Sulaiman, Vice President, Products & Innovation of TM One; Barry Leung, General Manager of SmartMore; and Prof Dr Yeong Che Fai, Chairman of DF Automation & Robotics.

Photo – Screenshot of the online event

As part of the introductory round, the panellists were asked for their opinion on where Malaysia was today as a nation on the road to Industry 4.0 maturation. On a rough scale of 0-5, the consensus was deemed to be average – 2.5. This could be related to 98% of businesses in the country being small and medium enterprises (SMEs), which could barely rate 1+, while those larger companies, already on the transformational road, were pushing 4+.

Both SmartMore’s Leung Prof Dr Yeong opined that resistance to adoption could be attributed to many factors: low minimum wage rates in the country preclude the need to adopt digital (such as robotics) on a large scale; no pressure on profit margins, and also low awareness of digitalisation, especially among smaller companies.

On the positive front however, all three speakers pointed to more digital projects and a steady increase in awareness of the benefits of digitalisation in the sector.

  • Deeply experienced with solutions across the entire range of areas such as cybersecurity, smart services, business analytics, data centre, cloud and the internet, TM One’s Rejab outlined the company’s proven track record to unlock the potential of smart services for businesses.
  • Serial entrepreneur and advocate for smart industrial automation solutions, Barry Leung said the Shenzhen-based AI unicorn business, SmartMore, set up in Singapore as part of its regional expansion, helped by a recent US$200 million investment round from Chinese venture capital companies. Slightly more than two years old, the company focuses on smart manufacturing solutions and has rapidly expanded with more than 100 smart manufacturing projects on board so far.
  • Also an associate professor at Universiti Teknologi Malaysia, Prof Dr Yeong said DF Automation & Robotics was founded in 2012 to develop automated guided vehicles, food delivery robots and so on.

Rejab also pointed out that due to the pandemic, manufacturing companies today said their top three (3) priorities are to build resilience for their business and operating models; to enhance operational excellence; and to automate routine human tasks.

Although digital adoption is still low; the sector is starting to actively explore these solutions.

Bringing new realities

Some of the insights from the panel were recently confirmed by reports from various analysts and commenters.

SmartMore’s Leung pointed out that the technologies underlying smart manufacturing were pretty mature.

Many commenters generally agree on the key trends arising from these technologies in manufacturing. For example, a Forbes commentary cited4 together StarUs Insights5, a platform scouting startups, has put pointed to some current contributors to Industry 4.0, a few or which are quickly noted here:

  1. IIoT, the industrial internet of things I the use of interconnected devices to collect data.
  2. 5G and edge computing, will enhance reliable, low latency connectivity; the use of private 5G networks on premises will eschew much of the need for cables and also enhance data security.
  3. Predictive maintenance, which in a manufacturing is the use of IIoT device data and artificial intelligence to monitor patterns in components and machinery and calculate which is part is likely to fail.
  4. Digital twin technology can help simulate the supply chain to see how machinery operates. According to Deloitte, 70% of manufacturers6 may be using this technology to carry out evaluations.
  5. Extended reality technologies such as augmented and virtual reality (AR/VR) is expected to support enhanced product design, humans on assembly lines, training and planning, and is part of a gradual move into the metaverse. One example of this an extension of which is scenario planning for both short and long term disaster responses.
  6. Automation, driven by AI, is linked to better accuracy, productivity and reduced costs. Fully automated factories, dark factories do not need humans to be on site.
  7. Robots and cobots are another aspect of automation. Cobots are those that work alongside or assist humans – such as exoskeletons to safely help manoeuvre heavy parts.
  8. 3D printing has become more efficient, scalable and cost-efficient. Also called additive printing (AM), some commenters see this as a game-changer, which could enable a shift from a centralised to a distributed model for production across different locations.
  9. Blockchain technology and distributed computing technologies such as non-fungible tokens (NFTs) will help manufacturers monitor supply chains.

These all underpin the importance of manufacturing as the core building engine of our society.

In his introductory remarks, Rejab stressed that, “Today’s TM One is not just about offering digital connectivity, it’s not just about fibre, it is also about wireless – both 4G and 5G: we are building the digital infrastructure foundation that we can offer all of our enterprise and government customers. These sectors range across healthcare, banking, oil and gas, education, and others.”

TM One has built a strong foundation to help industries revolutionise and reshape businesses and cities, he said, when outlining an array of technologies, expertise and relevant skills readily available to drive transformation in Malaysia’s manufacturing sector from TM One.

“Digital transformation (DX) is a process of moving to a technology-enabled platform to positively change a business model while providing new revenue streams and after-sales opportunities.”

With smart manufacturing, the end objective of any initiative is to bring in automation by digitalising very aspect of the touchpoints from digital supply chains, connected and highly informed customers: convergence or linking of the business imperatives with operational data.

The journey comprises connecting machines to systems, monitoring and tracking, analysing the data, applying intelligent devices towards semi-automation – which is all part of a process towards full automation of production and the digitalisation of the ecosystem: one which is aiming for 100% work efficiency.

Smart skills needed

Rejab pointed out that advanced manufacturing capabilities in Malaysia will find fresh impetus with the roll out of 5G’s speed, low latency and other advantages. “Initial 5G rollouts will start with KL, Cyberjaya, Penang and so on. In terms of smart manufacturing, is expected to experience immediate impact for larger manufacturers in the beginning, especially with the use of the massive number of sensors [as in massive machine-type communications or mMTC]; time critical responses, which needs 5G specs, [as in ultra-reliable low latency communications or uRLLC]; and high capacity services [as in enhanced mobile broadband or eMBB].”

As manufacturers in some sectors are already using IoT and 5G enhanced connectivity to build more agile production – such as with automated guided vehicles (AGVs), and autonomous mobile robots (AMRs) – understanding what a smart factory is important, said Prof Dr Yeong.

UK based independent research and technology organisation, TWI Ltd (formerly the British Welding Research Association7), defines a smart factory as ‘a digitised manufacturing facility that uses connected devices, machinery and production systems to continuously collect and share data. This data is then used to inform decisions to improve processes as well as address any issues that may arise.’

Since the technologies used include AI, big data analytics cloud computing and IIoT, more technical skills are needed and today’s manufacturing workers need to be hired for their brains as well, traditionally – their hands.

These skills span coding to handling AI pored robots, which can all be learned by employees and students ready to develop these competences.

Initiatives from government are of course welcome to promote the skill sets needed for smart manufacturing, said Prof Dr Yeong. “From the university perspective, we can help prepare our students, encouraging them to work on projects in smart manufacturing; government encouraging projects – universities face the challenge of providing a foundation as the scope demanded by industry is too vast.”

Pushing forward

Around the world, commenters have8 noted increasing government support for smart computing, which includes investing in IoT and industrial 3D printing research and development for IoT.

Malaysia too is rolling out initiatives such as the country’s Industry4WRD policy9.

Furthermore, although low adoption has been linked to smaller concerns, Rejab in response to a question about using smart manufacturing solutions in kampung or rural based businesses (sometimes called cottage industries in some western parts ) pointed out that: “Smart manufacturing is not just about robotics; it is about putting together solutions that are appropriate to your factory. Businesses can install IoT sensors into your plant operations, and collect insights for dashboard reporting. There are many uses for these solutions because the core lies in the use of sensors throughout your chain and the use of data from it.”

The encroaching reality is that more and more companies are facing the problems of costs, and will realise it is time to adopt smart solutions, said Prof Dr Yeong, adding that adoption levels are also aligned to raising the level of awareness, and further government encouragement will help accelerate digital adoption.

Echoing two themes noted by industry watchers, the panel agreed that trust and confidence will be needed to build awareness and dispel much of the uncertainties arising from the pandemic era

Another is to refresh scenario planning to offset future disruptions in the industry, a process explored by TM One during one of its leadership events, LEAP 202010.

Coupled with selecting the right solutions, building deeper partnerships between manufacturers and customers are important parts of transformation, affirmed TM One’s Rejab, who later added: “The next few years will indeed the most important ones for Malaysia’s manufacturing, warehousing and associated industries to build for sustainable growth and generate value in the digital arena.”

This article first appeared in Disruptive News Asia11


1 The Smart Factory – Deloitte Report —
https://www2.deloitte.com/content/dam/insights/us/articles/4051_The-smart-factory/DUP_The-smart-factory.pdf
2 Global Smart Manufacturing Market | Vantage Market Research — https://www.vantagemarketresearch.com/press-release/smart-manufacturing-market-149600
3 Top In Tech Series – EP23: Smart Manufacturing in Malaysia – Reality Check – YouTube — https://www.youtube.com/watch?v=HhYWOgKD-BA
4 The 10 Biggest Future Trends In Manufacturing — https://www.forbes.com/sites/bernardmarr/2022/01/25/the-10-biggest-future-trends-in-manufacturing/?sh=4eb91ffd4d56
5 Top 10 Manufacturing Trends & Innovations for 2022 | StartUs Insights — https://www.startus-insights.com/innovators-guide/manufacturing-trends-innovation/
6 7 Amazing Examples of Digital Twin Technology In Practice | Bernard Marr — https://bernardmarr.com/7-amazing-examples-of-digital-twin-technology-in-practice/
7 What is a Smart Factory? (A Complete Guide) – TWI — https://www.twi-global.com/technical-knowledge/faqs/what-is-a-smart-factory
8 Top 10 Smart Manufacturing Trends for 2022 | ATS — https://www.advancedtech.com/blog/smart-manufacturing-trends/
9 Industry4WRD Readiness Assessment | Official Website of Malaysia Productivity Corporation — https://www.mpc.gov.my/industry4wrd/
10 Jumpstarting Malaysia’s digital economy with scenario planning — https://disruptive.asia/jumpstarting-malaysias-digital-economy-with-scenario-planning/
11 Making Smart Manufacturing Real in Malaysia – https://disruptive.asia/making-smart-manufacturing-real-in-malaysia/

Why Seamless And Connected Service is the Key to Success

July 08, 2022
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Thinking from the customer’s perspective is key. We must focus on what matters more to customers instead, put the customer at the centre, and design the right data architecture around the customer to build a 360-degree view.

Over the last two years, many brands accelerated their digital transformation to meet customers online. Customers quickly embraced the speed, convenience, and safety of digital experiences. However, digital alone is no longer enough. Emerging from the pandemic, consumers are now craving human interactions and a hybrid of both digital and in person experiences has gained momentum. 

For these experiences to be meaningful to the customer requires a new level of customer obsession and a seamless, connected customer experience across all channels. 

Jazlan Azizy Jusoh, Head of Business Services, TM One at Telekom Malaysia recently spoke about the expectations of today’s customers, and how creating a coherent digital experience can help brands to deliver this level of customer obsession.  Jazlan says this begins with adopting more customer-centric processes. 

“Thinking from the customer’s perspective is key. We must focus on what matters more to customers, instead of just what matters to us,” he says. “Put the customer at the centre, and design the right data architecture around the customer to build a 360-degree view.” 

Read the full article here to learn more about how innovative technology is helping organisations meet the challenges of connecting with, and satisfying, customers across multiple channels.

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