MISC Annual Report 2017

MISC BERHAD | Annual Report 2017 44 SUSTAINABILITY@MISC SUSTAINABILITY STRATEGY UPDATES 2020 TARGETS PROGRESS 2018 NEXT STEPS 1.Customer elements improvement : Increased standard of customer experience through efforts to exceed customers’ expectations. • Developed the structure and implementation plan to carry out a targeted mini-survey for key customers across the Group. • The purpose is to gauge customer’s perception of the Group and to identify areas of improvements to better serve our customers. • Roll-out mini-survey and analysis of feedback. • Development of mechanisms and processes to address identified gaps from survey exercise. 2.Customer perception and interaction : To be a recognised global energy related maritime solutions and service provider. • Established a Business Development (BD) Fraternity consisting of selected BDs from across the Group to ensure a formal, effective and efficient process of communication and sharing of information and to break away from silos. • Held the inaugural Appreciation Reception in Japan in September 2017 involving close to 80 representatives from terminal operators and service providers, with the Group represented by its key business unit representatives from LNG Shipping, Petroleum & Product Shipping (AET) and Integrated Marine Services (Eaglestar). • Held an Appreciation Dinner in Houston in November 2017 and represented by the Group’s key business units, namely from LNG Shipping, AET, Marine & Heavy Engineering (MHB), Eaglestar and Offshore Business. • Coordinate the development of a Group-wide marketing brochure. • Formalisation of BD fraternity working group. • Development and roll-out of personalised customer interaction plan. • Organise various other customer engagement activities in conjunction with MISC’s 50 th anniversary celebration. MISSION OBJECTIVES To exceed the expectations of our customers. • Experience • Recognition Customers Our focus i s to prov i de t he best serv i ce and e xper i ence to all our customers t hrough operat i onal respons i veness and ta i lored solut i ons. We asp i re to i ncrease t he standard of customer e xper i ence and consequently af f i rm our status as a recogn i sed global energy related mar i t i me solut i ons and serv i ce prov i der.