15 YEARS - Zain

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Zain’s approach to tackling fraud and corruptionPolicy and TrainingThe Zain Jordan Fraud and Revenue Assurance is a subdepartmentof the Finance department responsible for handlingissues of corruption and fraud through implementation of theZain Jordan Fraud and Corruption Policy.Zain Jordan places high regard on the protection ofpersonnel, customer information, business processes,systems, software, data and property. The company policy onfraud is to ensure that all aspects of the business are properlysafeguarded, bearing in mind obligations to shareholders,customers, and employees and taking into consideration theappropriate regulatory and legal requirements.Analysis of business units and departments for risks ofcorruption is regularly conducted with 33% of business unitsanalyzed for corruption in 2010. Departments analyzed in 2010included the Sales, Credit & Collection; Finance, Marketing,Call Centre, Shops, Warehouse, Roaming and Security.Risk Analysis and Corruption2008 2009 2010 2011 TargetPreventive MeasuresWe conduct awareness sessions with employees to introducethe general fraud policy. Main points include emphasizingthe importance of information security and Zain’s intolerancetowards fraudulent behaviour. Also, the process of reportingsuspected fraud incidents is introduced to employees.Escalation Process of Fraud and/or Corruption IncidentsIn the event of suspected fraud, the Fraud Management teamconducts a thorough investigation to validate the case usingall available information. If internal fraud is confirmed by theFraud Management team, a multi-departmental committeeis formed to conduct further investigation and decide onappropriate action to be taken. Committees formed inresponse to internal fraud incidents include members ofthe Fraud Management team, the HR department, therelated employee’s management and sometimes the legaldepartment, depending on the nature of the incident. Insome cases where legal action will be taken at later stagesZain involves local authorities.Number of business unitsanalyzed for risk of corruption% of Business units analyzed(of total)% of employees trained onanti-corruption policy5 6 6 827% 33% 33% 50%0 0 10% 20%After any incident of fraud and corruption, an overall in-depthanalysis is conducted including analysis of the root-cause ofthe incident, corrective measures taken if any and preventivemeasures for the future.66
Our 2011 CommitmentsEmpowering PeopleReviewing the ease of access to telecommunications products andservices by less able customers, with the aim of developing a range oftailored products and services that provide for this underserved, yetsubstantial, market within Jordan.Conducting research together with partners on the potential forenvironmental/green mobile applications and M2M products andservices.Developing new E-mal features, and have 50,000 e-wallets activated bythe end of 2011.Transforming JordanReducing the use of plastic bags in 2011 and using recyclable paper bagsinstead.Conducting feasibility studies into the possibility of rolling outbiodegradable and micro SIM cards.Beginning the implementation of a nationwide e-waste recycling program.Distributing recycling bins across all shops, King Hussein Park and ZahaCultural Centre.Growing the Zain Forest in the coming years to have a significant impacton sequestering CO2 from the atmosphere and to be able to offset someof its CO2 emissions.Striving for ExcellenceLaunching our comprehensive and user-friendly intranet system whereZainers can interact and engage with other Zainers and the managementteam on an on-going basis.Launching an ‘Internal Trainer Program’ designed to create a pool oftrainers who can guide and develop newer additions to the Zain family.Opening up more communication channels through SMS texting andsocial media that will result in an increase in our customer engagementand communication.Increasing local sourcing from current levels of 43% in 2010.Achieving a 15% reduction in our indirect energy use in 2011, mainly asa direct result of implementing a Building Management System (BMS) atthe end of the 2nd quarter of 2011.Conducting feasibility studies to install a number of pilot renewableenergy (wind and solar) base stations in 2011.Increasing awareness amongst employees to achieve a 5% reduction inwater consumption.Recycling over 250 tonnes of batteries, currently in storage ready forrecycling.Start keeping track of our contractors’ environmental and health andsafety performance.67
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15 YEARSofTRANSFORMINGJORDANZain Jo
Page 4 and 5:
About This ReportWe at Zain Jordan
Page 7 and 8:
15 Years of Leadership and Innovati
Page 9 and 10:
MembershipsMember of the GSM Associ
Page 11 and 12:
2007First Automated SpeechRecogniti
Page 13 and 14:
Creating a Wonderful WorldZain Jord
Page 15 and 16:
HeartEMPOWERINGPEOPLE
Page 17 and 18: Providing Access to All and Digital
Page 19 and 20: Connecting Accross BordersOne of th
Page 21 and 22: Mobile MoneyAfter a year in develop
Page 23 and 24: Delivering Mobile Content and Enter
Page 25 and 26: Activating YouthComprising over 70%
Page 27 and 28: BelongingTRANSFORMINGJORDAN
Page 29 and 30: Contributing to the EconomyIt is es
Page 31 and 32: Our Contribution to the EconomySinc
Page 33 and 34: In 2010 Zain Jordan offered the fol
Page 35 and 36: Public AwarenessToday, the mobile p
Page 37 and 38: Education“Education = Opportunity
Page 39 and 40: To date our contribution to the Kin
Page 41 and 42: Plastic BagsEvery year Zain Jordan
Page 43 and 44: RadianceSTRIVINGFOR EXCELLENCE
Page 45 and 46: Striving for Excellence Key Perform
Page 47 and 48: % 18 - 30 48% 53% 60% 60%% 31 - 40
Page 49 and 50: Benefits extended to include full-t
Page 51 and 52: Health and SafetyZain Jordan active
Page 53 and 54: In addition, Zain Jordan is current
Page 55 and 56: Caring for Our CustomersAt Zain Jor
Page 57 and 58: Respecting our CustomersClarity of
Page 59 and 60: All relevant contracts and agreemen
Page 61 and 62: Environmental StewardshipThe Zain J
Page 63 and 64: Most water taps are installed with
Page 65 and 66: Responsible BusinessGovernance, Acc
Page 67: Internal AuditOne component of good
Page 71 and 72: Zain’s PriorityIssues- Being a pi
Page 73 and 74: Appendix B - Scope of the ReportDef
Page 75 and 76: Appendix C - GRI Statement73
Page 77 and 78: 3.6 72 EN4 59 SO4 663.7 72 EN6 None
Page 79 and 80: Regional Cable NetworkAlliance (RCN
Page 82: This Executive Summary has beenprin
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15 YEARS - Zain

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