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Tenaga Nasional Berhad 46 Annual Report 2009President/CEO’s Review (Cont’d.)As part of the Group’s efforts to reduce capitalexpenditure as well as optimise cost and valuewithout compromising product and service qualityor our operational capability, the various divisionswithin TNB were directed to formulate appropriatemeasures through an initiative that was launchedbeginning January 2009 called Ops Trim-X. I ampleased to report that even from just the periodof January 2009-June 2009, Ops Trim-X hadenabled us to successfully reduce capitalexpenditure by RM586 million and indirectoperating expenses by about RM113 million.As an apt reflection of our strengthenedoperations, we were ranked 100th among 250 ofthe world’s best energy companies and 18thamong 59 of the best Asian and Australianenergy companies on the Platts 250 GlobalEnergy Company Rankings for 2008.SE10/10 ON TARGETFY2009 saw us continuing to roll out the SE10/10phase of the 20-Year Strategic Plan (2006-2025)which calls for TNB to achieve Service Excellenceby the year 2010. Despite external pressuresweighing down on our operations, we have madesolid inroads in the way of strengtheningcustomer and stakeholder loyalty, enhancingservice excellence and operational effectivenessas well as driving business expansion locally andglobally.We have set several KPIs in place under the SE10/10 to benchmark ourselves against the world’sbest energy companies. We are also working toroll out a set of Internal Service Level standardsbesides complying with the Minimum ServiceLevel standards introduced by the EnergyCommission. On top of this, much emphasis isbeing placed on ensuring all customer needs andrequirements are met or surpassed through ourmany touch points. As we work to roll out theseKPIs in as smooth a manner as possible, we areconfident of accelerating closer towards our goalof becoming the nation’s best run company by2010 and ranking among the region’s best.In fact, our being hailed the Business of the Year2007 in the Superior Company Category by theSMI & SME Worldwide Network, as well asbeing awarded the ASEAN Business Council’saward for the Top 3 Most Admired ASEANEnterprises in the Employment Category, speaksvolumes of our efforts to date.With the SE10/10 coming to an end in 2010, weare now focused on developing the details of the2011-2015 phase of the Strategic Plan whichcalls for geographical business expansion. Oncethe strategy for this period is finalised, it will besubmitted to the Management and Board foradoption before being cascaded throughout TNB.Going forward, we will continue to drive effortsto meet our end goal of commanding globalleadership in the relevant business areas by theyear 2025 while establishing a reputation as astrong business partner and creator of shareholdervalue. It is our hope, that in time to come, TNBwill be acknowledged as one of the most admiredcompanies in the world.CUSTOMER SERVICE LEVELS ENHANCEDThe majority of TNB’s 7.6 million customerscomprise Ordinary Power Customers (OPCs) whichare mainly Malaysian households. Our LargePower Customers (LPCs), while small in number,account for almost 80% of the total sales ofelectricity in the country. The year saw usexpanding our existing Customer RelationshipManagement (CRM) initiatives and implementingnew ones to enhance customer service levels andtake the customer experience to new heights.To garner accurate feedback and enhancecustomer satisfaction levels, we made furtherimprovements to our integrated CustomerFeedback System or Sistem MaklumbalasPelanggan (SMP) through adding on several newmodules. The SMP enables us to track, escalate,monitor reports and evaluate feedback fromdifferent groups via a single platform.On top of this, we established a MinimumService Level standard for our customers. Anonline tracking system developed in-house nowtracks compliance with this standard. Our CRMefforts also extended to initiating power qualityawareness programmes, streetlights awarenessprogrammes and seminars on energy efficiencyand renewable energy.Our simplified online application system,e-Application continues to do much to improvethe time taken to provide electricity supply tocustomers. June 2009 saw us initiating the useof the e-Application system for housingdevelopers with 150 units of houses and above.As at the end of FY2009, there were 214 housingdevelopers, 675 electricity contractors and 931individuals registered on our e-Applicationsystem. These figures are expected to rise as wepromote the system among the public.