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PROCESS EXCELLENCE & GOVERNANCE
50
Axiata Group Berhad | Sustainability & National Contribution Report 2016
PROCESS
EXCELLENCE &
GOVERNANCE
COMMITMENT TO
Webelieve that thequalityof our
processes and the level of our
organisational governance are
important factors contributing
to improved customer and
supplier relations, greater cost
efficiencies and enhanced
organisational oversight.
Each of our OpCos has its own specific
set of tax, licensing and other regulatory
requirements. We have a subscriber base
of approximately 320 million customers
across ten countries to whom we have
made a commitment to meet their
expectations and protect their personal
data.
Our sustainability initiatives under this
pillar have been formulated to ensure
that we meet all our commitments to our
stakeholders in an efficient and effective
manner. The initiatives are categorised
under five focus areas:
• Best Practices Across the Value Chain
• Customer Centricity
• Privacy and Data Protection
• Digitising Processes
• Strong Governance
Issue
Context
Approach
Outcome
Supply Chain
Management
• The
majority
of
our
procurement spend is on
network-related technologies
• Centralised Axiata Procurement
Centre that handles all network-
related procurement to improve
efficiencies
• Conduct Supplier Performance
Management assessments for
continuous improvement in
vendor performance
• Optimised
procurement
budget and the development
of a network of suppliers and
vendors that are committed to
best practices and enhanced
corporate governance.
Customer Service
• We are a highly customer-
centric operation and operate
in a changing environment
where customer expectations
are constantly evolving
• OpCos measure customer
satisfaction levels regularly and
take all feedback seriously to
identify issues and anticipate
changes in their expectations
• Improve customer experience
in each market to be the best
amongst service providers
Privacy and Data
Protection
• We have access to confidential
customer information
• Digitisation has increased the
risk of data breaches
• Adherence to local and
industry regulations
• Incorporating
best
cybersecurity standards into
our practices
• Build customers’ trust in us to
safeguard their personal data
• A secure environment ensuring
the careful handling of sensitive
information
Governance and
Responsible Business
Conduct
• We operate in six different
markets each of which have
their own regulatory frameworks
• The
telecommunications
business is a highly regulated
industry involving numerous
stakeholders
• Setting our own standard of
conduct using
UI.EP• Axiata’s
Enterprise
Risk
Management Framework has
been adopted as a standard
approach throughout the
Group
• A strong reputation as a reliable
business partner in the region
• Best practices in governance
and compliance practices.
Tax and Licensing
• The telco industry is generally
subject to stringent regulations
and high taxes in our operating
markets
• Proactive engagements with
local tax and regulatory bodies
• Arrive at solutions where tax
and fees are balanced with the
long-term sustainability of the
industry.
G4-20
G4-27
Material topics covered under this pillar