Page 92 - index
P. 92
90
SUSTAINABILITY
OUR Listening to our stakeholders enables us to make business decisions that create the
STAKEHOLDERS most sustainable value for all. Stakeholder feedback, formal and informal, across
businesses and across functions plays an important part in how we develop products
How we engage with diverse stakeholders is summarised below:
Customers Employees
HOW WE ENGAGE: HOW WE ENGAGE:
Customer surveys, Twitter®, Facebook® Intranet, emails, internal newsletter publications, workshops, frequent company-
pages, advertisements, retail stores, online sponsored sporting and social activities such as in-house games organised for
store, Customer Service outlets, Customer employees, small group discussions, twice-yearly employees communication sessions,
Service Hotlines. twice-yearly video addresses by CEO, encouragement of employees to interact more
personally in and out of the office, free fruits on certain Fridays. Also through social
STAKEHOLDERS’ EXPECTATIONS: media platforms like dedicated pages on StarHub Community.
Seamless, high-quality coverage, rich STAKEHOLDERS’ EXPECTATIONS:
content, affordability, data security,
prompt level of service. A caring and conducive environment where employees are motivated, equipped and
• Friendly processes & policies motivated to do their best work and they continue to excel in personal development.
• Ease of use HOW WE RESPOND:
• Hassle free sign up By adopting sound HR policies and practices that promote fair treatment, safe working
conditions, reward and recognition for performance, teamwork and career growth, e.g.
• Employees with excellent we also promote work-life balance and a conducive work environment for employees
product knowledge through provision of nursing rooms, a well-equipped gym and encouraging employees
to take part in sporting activities such as marathons, bowling, futsal, as well as giving
• Easy to understand promotional employees early release from work on the last Friday of each quarter for them to spend
packages and mechanics meaningful family time with their loved ones. We also organised Bring-Your-Kids-to-Work
Day for our employees.
HOW WE RESPOND:
PROGRESS DURING 2015:
By committing ourselves to respect
consumers’ rights, provide clear product We continued our Career Development efforts for employees through internal Career
information, offer value for money, ensure Fairs; Career Guidance workshops and Career Coaching, and actively encouraged and
product performance and quality, reliable facilitated internal transfers and job expansion. We equipped the people managers
service, prompt handling of complaints, with performance management skills so that they can hold open discussion on
and respect for privacy. employees’ strengths and gaps. We also stepped up on communication to help
employees see the linkage between the top-level company goals and their individual
Provide customers with fulfilment work objectives, so that they can understand their role in contributing to the
channels such as Retail, Online, company’s success.
Roadshow, Telesales and also self-help
options like My StarHub App. PLANS FOR 2016:
PROGRESS DURING 2015: To foster effective performance management for employees by:
• Introducing 360 Feedback tool for selected people managers.
We stepped up the quality reflected in our
Net Promoter System (NPS), a systematic • Revamping internal rating system to allow for greater differentiation of performance.
framework for measuring customer
experience, which has improved by more • Continuing to equip people managers with relevant skillsets to lead and motivate
than 11%. We achieved this by streamlining their teams.
the product launch process and focussing
on customer experience. These included To enhance employees’ way of life at work by:
refreshing the process right from product • Instilling a sense of purpose and meaning in each employee to drive effective
conceptualisation and rigorous User
Acceptance Test before launch. business transformation.
• Simplifying and automating processes in employee benefit management.
PLANS FOR 2016:
• Creating more opportunities for peer socialising and informal cross-functional
Besides working towards operational collaboration.
excellence, we continue to provide more
digital touch points and self-help services,
deploying OmniChannel solutions that
proactively and intuitively offer customers
the next step forward.
