Client experiences
What clients say about working with us.
A selection of feedback from Malaysian businesses we have worked with. We share it plainly — without embellishment.
Back to HomeClient feedback
From people who have been through the work
Ahmad Hafiz bin Roslan
Operations Manager, Shah Alam
We did the Process Waste Review on our goods receiving process. I'll be honest — I expected the usual kind of report that sits on a shelf. What we got was different. Faridah spent time actually watching the work happen, and the sketch she produced showed clearly where batches were waiting between steps. Three of the suggestions we implemented within two weeks. The fourth required a bit more coordination, but even partially applying it made a difference we could see in the data.
May 2025
Siti Rahayu binti Mohd Noor
Admin Director, Klang
We ran the coaching engagement over five weeks to improve how we handle client onboarding requests. My team was initially a bit hesitant — improvement projects tend to mean extra work on top of normal work. But the way it was structured, the sessions fit naturally into how we were already working. By the end, two of my team members were running their own small reviews without needing prompting. That was the part I valued most — it didn't leave with the consultant.
April 2025
Tan Kok Wei
Factory Supervisor, Subang
We had been dealing with changeover times that were longer than they needed to be on one of our production lines. I contacted Tesserae after a colleague recommended them. The review took about ten days and the observations were very specific — not generic recommendations you could find in any lean textbook. The changeover time on that line has come down by about a third since we made the adjustments. Not dramatic, but meaningful and it has held.
May 2025
Nur Izzati binti Zainudin
Service Coordinator, Petaling Jaya
The fee was straightforward and there were no surprises. I appreciated that everything was in writing before anyone started. For a small team like ours, that kind of predictability matters. The review session was a good conversation — not a lecture. We left with a clear short list of things to try, which suited us better than a long action plan.
April 2025
Rajesh Balakrishnan
Operations Director, Shah Alam
We are now into our second month of the advisory programme. It is working well for us because we are not expected to suddenly transform everything — the reviews are short and practical, the coaching sessions are focused on what the teams are actually doing. The improvement rhythm we have set up now runs on its own most weeks. Having Tesserae available to ask questions between sessions is useful; I have used that three or four times already.
May 2025
Lim Hwee Boon
Process Manager, Subang Jaya
I had worked with improvement consultants before and usually found the gap between the recommendations and what was actually achievable in our environment was quite large. The waste review we did with Tesserae felt different — the suggestions were grounded in what they actually observed, not a textbook idea of what our process should look like. The tone of the work was also refreshingly direct, without being abrupt.
May 2025
Case studies
A closer look at three engagements
Details shared with client consent. Business names withheld by preference.
Light manufacturing firm, Shah Alam — Process Waste Review
April–May 2025 · 2 weeks
Challenge
The warehouse receiving process was taking significantly longer than expected. Goods were arriving correctly but being queued for checking before they could be put away. The team assumed the bottleneck was staffing, but weren't sure.
What we found
Observation showed the bottleneck was not staff numbers but a documentation step that required a supervisor signature before checking could begin. The supervisor was often occupied elsewhere, and the wait averaged around 35 minutes per delivery.
Outcome
A small change to the approval flow — allowing checking to proceed conditionally while the signature was obtained — reduced average waiting time to under five minutes. No staffing changes were needed.
Professional services firm, Petaling Jaya — Project & Coaching
March–April 2025 · 5 weeks
Challenge
Client onboarding was inconsistent — some clients moved through the process quickly while others experienced significant delays. The team could not identify where the variation was coming from and the overall time was unpredictable.
What we did
We mapped twenty recent onboardings and found that the variation correlated strongly with which team member received the initial request. Different staff members had different informal checklists, leading to different hand-off points. Coaching focused on standardising the first three steps without removing individual judgement.
Outcome
Average onboarding time reduced from 12 days to 8 days over the month following the engagement. Variation reduced substantially. The team is now conducting their own monthly checks against the new standard.
Logistics coordinator, Klang — Programme Advisory (ongoing)
February 2025 onwards · 3 months so far
Situation
The firm had tried running an internal improvement initiative previously but it had faded after two months. Senior management wanted a more structured approach that could be sustained by the operations team without ongoing consultant involvement.
Advisory approach
We set up a fortnightly review rhythm with three teams and identified two internal facilitators for coaching. Sessions are 45 minutes and focus on what each team is observing in their current process, not on a project agenda. Improvement ideas are tracked on a simple visual board.
Three months in
Two teams are now running their fortnightly reviews independently. The third is close. The internal facilitators require less direct coaching than in the first month. No single large improvement — a steady accumulation of small ones across all three teams.
Reach us
Contact Tesserae
Phone
+60 13-485 9620Office
Lot 12, Jalan Utarid U5/16, Shah Alam, Selangor
Hours
Mon–Fri 9am–6pm
Sat 9am–1pm
At a glance
Numbers from our work to date
40+
Process engagements completed since founding
4.7
Average client satisfaction score out of 5
8
Industry sectors represented in our client base
100%
Engagements delivered on time and within agreed scope
Your turn
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