annual report - Tenaga Nasional Berhad

In preparation for stiffercompetition and challengesin the globalisation era, andin becoming a benchmarkeduniversity by 2010, UNITEN hasestablished a comprehensivequality framework – UNITEN10 which is in line with TNB’sSE 10/10 for service excellence.We earned our first successwhen UNITEN became the firstuniversity in the country toreceive the award for QualityEnvironment Practices (5S)from Malaysia ProductivityCorporation (MPC). UNITEN wasalso awarded the ISO 9001:2000certification from SIRIM.Besides that, UNITEN hasinitiated an effort to share theknowledge of the world to themasses by the Tun MahathirLecture series programme. Thislecture series is held every yearat UNITEN and is open to publicon complimentary basis. Its mainobjective is to create a sharingplatfor m for distinguishedpersonalities who have madetheir mark in the world and toshare their achievements thatwill inspire people especially theyounger generation to be highachievers.Key Performance IndicatorsThe Division’s Key PerformanceIndicators (KPIs) is determinedby its success in sustainingstable performance, highestasset quality, strong structuralliquidity, positive performanceratios and minimum risk exposureof the subsidiaries under itsmanagement. These are achievedby constant assessment andmonitoring of the subsidiariesand by using the standardGroup KPIs that covered severalaspects such as:• Sustainable Profitability– Average Service Cost,Grows New Business –Earning Before Interest,Ta x , D e p re c i a t i o n a n dAmortisation (EBITDA) andReturn On Investment (ROI),• Improve Customer/Stakeholder Satisfaction –Internal Customer SatisfactionIndex (CSI),• A c h i e v e O p e r a t i o n a lExcellence – Audit ActionPlan completed based onaudit findings, completion ofStrategic Plan Development,and completion of subsidiariesproducts/services deliverybased on Agreement(Internal), completion processfor costing and pricing forservices/products suppliedTo TNB,• Improve Capital/AssetManagement – AverageProject Delay (Month),• Achieve Highly CompetentWorkforce – OrganisationCompetency Index andensure succession readinessand sustainability – EmployeeEngagement Score (EES).Process Standardisationand Improvement (PSI)Since the TNB as a Group wasconferred MS ISO 9001:2000certification in January 2006,the Division had strengthenedits control of the system fordocumented quality managementby continuously improvingthe quality of their businessprocesses.Developing HumanResource CapacityThe Investment ManagementDivision has about 4,220employees serving TNBC o r p o r a t e O ff i c e a n d a l lsubsidiaries. During the periodunder review, the Divisionhad increased its focus oncustomer service and financialperformance while proceedingwith operational restructuring andrationalisation. Among othersthis involved the centralisationof selected business functionsand back office support. Duringthe period under review, theDivision continued to invest indeveloping the capacity of itswork force with special focuson teamwork, competencyand skill enhancement andcustomer service. On averageeach employee had undergone5 training days.Annual review for employeesfocused on managing byobjectives which are linked tothe Division’s strategic goals.Mobility of managementstaff across the Division wasencouraged to promotetransfer of knowledge andexperience while fosteringthe inculcation of a uniformorganisational culture.Customer FocusThe Division had decentralisedits functions to the subsidiariesin order to build strongerrelationship as well as toprovide more efficient services.This service model had alsoenabled it to be activelyinvolved in the developmentof business strategies andplans for customers.In order to achieve ‘ImprovingCustomer Satisfaction’ underthe SE10/10 initiative, theDivision conducted andformulated comprehensivetraining and developmentprogrammes, held regularmeetings and establisheda tracking and monitoringmechanism on customerc o m p l a i n t s r e l a t i n g t othe Division’s jurisdiction.The Sistem MaklumbalasPelanggan (SMP) was adoptedas the tracking and monitoringmechanism to investigatecustomer complaints and toplan and implement correctiveaction within a specified timeframe. Customers will be dulyinformed of the proposedcorrective actions once theircomplaints were resolved.A customer satisfaction surveycovering the subsidiaries,divisions and units of theGroup as well as associatesand investment companieswhile showing a generalcustomer satisfaction hadalso revealed opportunitiesfor improving the quality andrange of services offered.The results show that allsegments are satisfied withthe customer service approachof the Division’s employees,especially the discretion,reliability and accuracy ofcustomer service delivered.[ Tenaga Nasional Berhad ] [ Annual Report 2008 ]89