MISC Annual Report 2018

HIGHLIGHTS OF THE YEAR OUR BUSINESS OUR LEADERSHIP OUR PERFORMANCE OUR COMMITMENT TO SUSTAINABILITY OUR GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION 50 TH ANNUAL GENERAL MEETING 151 MISC BERHAD ANNUAL REPORT 2018 150 PROGRESS MOVING FORWARD • Carried out a targeted mini-survey for key customers across the Group. The purpose was to gauge customer’s perception of the Group and to identify areas of improvement to better serve our customers. • Developed an action plan with respect to the identified gaps/ areas of recommendation. • Implement and monitor the recommendations identified in the action plan. • Continue to asess and monitor the approach and programmes and areas for further improvement to serve our customer better. • Initial discussion on personalised customer interaction plan had taken place during the year. • Regular engagement with the customers through the annual banker's engagement, appreciation dinner and ship naming ceremony. • Organised MISC 50 th Year Anniversary Celebration campaign which included the MISC 50 th Anniversary Gala Dinner on 30 November 2018 for close to 300 esteemed guests including clients, partners, PETRONAS Executive Leadership Team, Board of Directors and MC. • Develop and roll out of personalised customer interaction plan which includes the stakeholder engagement plan in place for President/Group CEO and Business Heads. • Coordinate the development of a Group-wide marketing brochure to incorporate the MISC full-suite of business solutions. PROGRESS MOVING FORWARD • Organised an analyst engagement session with the President/Group CEO and Vice President, Finance on 4 June 2018 to share updates on MISC’s strategic direction, corporate developments and industry outlook. • Incorporated the Sustainability elements into corporate packs for the investment/analysts community to showcase MISC’s sustainability programmes and initiatives. • Further enhancement of Investor Relations and Sustainability communication through the revamp and redevelopment of MISC’s corporate website. • Enhance the appreciation of MISC’s businesses for investors/ analysts through site visits to MISC’s physical assets (with specific sharing sessions by key MISC employees on site). • Periodic sustainability communication to shareholders and analysts through various platforms. • Ensure the sustainability information in corporate packs is regularly updated. MISSION OBJECTIVES To exceed the expectations of our customers • Experience • Recognition MISSION OBJECTIVES To drive sustainable value for our shareholders • Engagement • Education • Communication Our focus is to provide the best service and experience to all our customers through operational responsiveness and tailored solutions. We aspire to increase the standard of customer experience and consequently affirm our status as a recognised global energy related maritime solutions and service provider. CUSTOMERS We recognise the importance of engaging with our shareholders as a means to enhance the visibility of our organisation. Our strategy focuses on the delivery of broader, structured and consistent engagement activities for our shareholders. SHAREHOLDERS SUSTAINABILITY STRATEGY UPDATES 2020 TARGETS 1. Customer elements improvement Increased standard of customer experience through efforts to exceed customers’ expectations 2. Customer perception and interaction To be a recognised global energy related maritime solutions and service provider 2020 TARGETS 3. Shareholders’ engagement Greater visibility to shareholders through broader engagement activities