annual report - Tenaga Nasional Berhad

Human ResourceManagementApart from recruiting qualifiedand competent personnel,the Division has placed greatemphasis on continuous capacitybuilding of its human resource.As at end August 2008, theCorporate Services Division hasa staff strength of about 1500with many areas of specialisation.To enhance their skills andcompetencies, the number oftraining days attended by staff,in particular the executives,has been included as one oftheir KPIs. Suitable internal andexternal training programmesw o u l d c o n t i n u e d t o b eidentified and proposed to themanagement.Customer FocusThe Corporate Services Divisionidentifies its customer needs andexpectations through the AnnualCustomer Satisfaction Index(CSI). Each year all departmentsunder the Division are requiredto distribute questionnaires totheir customers. The final analysisof the results of the survey willbe reported by the Performance& Planning Department. Thescores and findings will serveas the basis for all departmentswill take appropriate correctivemeasures which include:• Identifing areas forimprovement.• Organising formal and informalmeetings with customers tounderstand their needs andexpectations and problemsencountered with the servicesoffered.• Meeting customer needs is setas one of the KPIs of staff.• Develop and implementC u s t o m e r R e l a t i o n s h i pManagement Plan.Quality Management andInitiativesThe Division had conductedvarious quality management andinitiatives which included:• Though there was AKPassessment during the periodunder review, activities underAKP were implemented asplanned.• 26 WIT teams were activelyinvolved in formulating waysto improve quality of productsand services to customers.Team members are drawn fromthe same units as projects aredesigned to improve processesof their respective units.• The 5S activities conductedhad considerably improvedthe office work environmentCurrently more than 90% ofthe staff Had taken part in 5Sprogrammes through weeklyobservations, monthly meetingsand quarterly audit.• Risks were monitored from TNBRisk Information System (TRIS)to maintain strong internalcontrol with the objective tominimise, if not eliminate, theimpact and likelihood of theDivision/Departments failingto achieve their objectivesand to reduce uncertainty ofundesirable events occurring.Stakeholder/RelationshipManagementThe Division had establishedgood rapport and networkingwith many stakeholders directlyrelated to its daily operations.Among these are the Ministryof Finance (MOF), the MalaysianIndustrial DevelopmentAuthority (MIDA), the RoyalCustoms Department, theMinistry of Domestic Trade &Consumer Affairs, the Ministry ofInternational Trade and Industry,the Road Transport Department,the Royal Malaysian Police andPUSPAKOM.The Division also managedvarious categories of vendorscomprising among others panelworkshops, panel transporters,panel Multimodal TransportOperators (MTOs), Petronas,CELCOM, private securityagencies, building contractors,general vendors for supply ofmaterials.Challenges and ProspectsAs TNB-owned assets aregazetted as National CriticalInfrastructure, Security Services& Intelligence Department(SSID) needs to be proactive inensuring the proper protectionfor the assets. Among initiativestaken included the formulationof strategies and mechanismsthat promote vigilance as well asbuilding networking with varioussecurity agencies.The fight against sabotagea n d t h re a t s o f t e r ro r i s mrequire comprehensive andmultifaceted strategies. Raisingawareness and educating TNBstaff of the threats, undertakingstrict compliance measures,adopting and implementingnecessary legislation and theeffective sharing of informationand intelligence at bilateral,multilateral levels multilateral andregional levels are among someof the pertinent initiatives.Among the main challengesfaced by the Property ServicesDepartment is the appropriateo u t s o u r c i n g o f i t s r o l e sand functions in propertymanagement in particularproperty maintenance servicesand project management.[ Tenaga Nasional Berhad ] [ Annual Report 2008 ]103