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Stakeholder Engagement Methodology
Globe 2012 annual report
stakeholder management | materiality analysis
Stakeholders
Mode of Engagement
Stakeholder Concerns
Responsiveness
Materiality Analysis
Shareholders/
Investors/
Management
Board
Employees
Annual Stockholders Meeting (ASM)
Extraordinary General Meetings
(EGM)
These meetings result in quarterly
reports submission and annual
review and address of individual and
institutional investor’s expectations.
Employee Satisfaction Survey (ESAT)
Internal Customer Satisfaction Survey
(ICSAT)
Allowed open communication
and feedback and provided equal
opportunities to share their thoughts,
views and opinions between the
Company and its employees.
• Higher Financial Return
• Career Development Programs
• Safe Work Environment
• Open Communication
• Regular Trainings / Learning
Management
• Employee Benefits
• Employee Relationship
• Higher Dividends
• Financial Performance
• ROI
• Meetings / Kapihan Sessions
• Ka-Globe Jam
• Townhalls
• Trainings
• Various Committee Formation
• Globe Employees Portal (ICON)
• Happy sa Globe (Employee
handout)
For the 2012 Annual and Sustainability Report, Globe Telecom focused on the issues that are most material to its business and
stakeholders. We identified the relevant areas of stakeholder engagement in the Stakeholder Management Table and provide the
methods, means and results of each engagement. The materiality matrix is used to map material issues based on the following
criteria:
High: Issues that are most relevant to our business and have high current/potential impact on our business and stakeholders.
Medium: Issues reported but not necessarily with quantitative indicators. Some issues have only partial impacts on our business and
stakeholders.
Low: These issues are of low materiality with minimum impact on our business and are not reported in detail.
Customers
Customer Satisfaction Survey (CSAT)
Customer Feedback Management
Customer engagements include
constant monitoring, research
and study on the affordability
and accessibility of products and
services, strive to minimize customer
complaints and increase customer
satisfaction.
• Better network quality
• Uninterrupted services
• Customized Plans
• Faster resolution of complaints
• Loyalty / Rewards Program
• Easy access to support
• Transformation Plan
• Mobile Data Services
• 360 Degree Quality Feedback
program
• TALK2GLOBE your way 24/7
• Customer Loyalty
Local
Communities
Community Engagement through
social activities
Globe Telecom shows that it cares
and supports local communities by
executing life-improving programs
and social activities.
• Care and support for community
• Life-improving programs
• Support for good governance
through ICT
• Globe Labs
• My Fair Share Program
• Globe Cordillera Challenge
• GBC Sim Card
• i-rEcover, i-rEcycle Program
Service
Providers/
Suppliers
Partners
Local
Government
Authorities
Non
Governmental
Organizations
Procurement Management
Apply ethical supplier management
system to all service providers to
ensure that relationships adhere to
prescribed policy and guidelines.
Conferences and Industry Workshops
Globe Telecom is a member of
telecommunications industry specific
associations and has remained to
be a respected member of the local
business community.
Compliance to Government legislative
framework
Communicate commercial, policy,
regulatory and other relevant matters
to government authorities and
regulators and continue compliance
to all government requirements as
prescribed by law.
Partnership for community
development projects
Globe Telecom supports
developmental causes and maintains
partnerships with various NGOs,
local and international, for various
community development projects.
• Transparency
• Long-term partnership
• Ethical behavior
• Clear procurement policies
• Continuing support and long term
membership
• Regulatory disclosures
• Transparency
• Accountability
• Building partnership
• Policy alignment with areas of
national interest i.e green
initiative, biodiversity protection
• Building Partnership
• Community Development
• Governance
• Environment protection and
preservation
• Transformation Plan
• Sourcing Green Equipment
• Transformation Plan
• BPI Globe BanKO
• Annual Financial Report
• Quarterly Report
• Annual and Sustainability Report
• Public Disclosures
• CSR Projects and Programs
• Metro Weather Project
• TaoPo
• Global Filipino Teachers
Level of
concern for
stakeholders
Current potential impact on company
The concerns and issues identified during stakeholder engagement were discussed, prioritized based on the materiality matrix and
formed the basis for key considerations and reporting in 2012 performance report.
Globe Telecom, in its endeavor, will continue stakeholders’ engagements to better understand their concerns and material issues,
and address them using only the most favorable approach beneficial to all parties concerned.
Based on the stakeholder engagement process and identified stakeholder concerns, Globe has further categorized stakeholder
concerns into high, medium, low as the level of significance depending on impact on overall business scenario. Globe has
provided required resources and taken actions to address the stakeholder concerns. Majority of the stakeholder concerns have
been addressed by the management and the related performance and status were disclosed in this report.
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