MISC Annual Report 2019

69 68 OUR VALUE CREATION STORY MISC BERHAD PEOPLE. PASSION. POSSIBILITIES ANNUAL REPORT 2019 Delivering Our Strategy MATERIAL MATTERS PILLAR/KEY FOCUS AREA STRATEGIC PRIORITIES 2019 KEY ACHIEVEMENTS REFERENCE TO OTHER SECTIONS UNSDG • Increase standard of customer experience through efforts to exceed their expectations • Improve customer perception and interaction To exceed the expectations of our customers • Customer satisfaction • Implemented the recommendation identified in the action plan based on the customer survey that was conducted in 2018 which includes the following: • One visit per year to major customers by senior management and two visits per year to major customers by operational team to better understand customers’ needs and develop opportunities to co-create solutions together • Initiatives to secure more favourable asset prices and financing rates which enables us to offer more competitive pricing • Regular customers engagement activities at the business units and subsidiaries such as appreciation dinner and luncheon • Annual engagement sessions for the Group to network and engage with bankers on our business objectives and plans moving forward • Delivered the world’s first LNG dual-fuel Aframax tankers and named the world’s first LNG dual-fuel DPSTs Stakeholder Engagement page 72 To maintain a sustainable governance and business ethics framework To promote individual and team excellence of our employees To care for the environment and operate responsibly To create a positive difference to the lives of communities • Values and governance • Skilled workforce • Employee engagement • Health and safety • Climate change • Natural resource use • Ocean health • Skilled workforce • Ocean health • Employee engagement • To embed business ethics and ethical conduct as a cultural component within the organisation • Work towards formal inclusion of sustainability on the Board agenda • Focus on succession planning to ensure a sustainable talent pipeline is in place across the job levels in MISC • To have a competent and capable workforce through a structured and holistic employee developmental process • Cultivate a healthy workforce • Explore viability of low emission solutions for positive long-term environmental impact • Invest in the next generation via well-established and fully functioning programmes that promote education and awareness amongst the youth towards becoming the next leaders in the industry and in contributing towards their future development • Organise various community investment activities at MISC Group offices, locally and internationally • Collaborate with the maritime community in shaping the future of the seaborne trade • Received the ISO 37001 : 2016 Anti Bribery Management System certification for MISC Berhad and MHB • Developed Human Rights Commitment and Modern Slavery Policy and Statement • Conducted Social Risk Assessment at our operations • Sustainability discussed as one of the Board’s agenda • Continuation of the succession planning to ensure all critical positions are filled to avoid business and operational disruption • Introduction of Talent Management System and MISC Feedback Platform • RM61.9 million invested in training programmes for the Group • Continuous implementation of b-HSSE programmes • Zero fatalities at all our operations • Achieved further reduction on our carbon emissions intensity for shipping operations • Established a Biodiversity Conservation Flagship programme • Joined the Getting to Zero Coalition with the target of getting commercially viable deep sea zero-carbon emission vessels powered by zero emission fuels into operation by 2030 • Collaborating with maritime industry players to develop a zero-carbon emission vessel • Received Green Seal Green Office Partner certification for AET’s Singapore, London, Houston and Rio de Janeiro offices • All our fleets are in full compliance with IMO 2020 sulphur cap regulation • Providing the solution for a cleaner fuel to the maritime industry by offering LNG bunkering capability • Offering new eco-friendly vessels including LNG dual-fuel system and VOC recovery system to customers • 303 new cadets enrolled at ALAM, where 200 were sponsored by our subsidiary, Eaglestar • See Community Investment Programme section on page 70 • See Community Investment Programme section on page 70 Operating Responsibly page 150 People Development page 128 Operating Safely and Sustainably page 136 Maritime Education and Training page 124 • Proactively manage our environmental footprint, as well as inculcate environmental consciousness amongst our employees Operating Safely and Sustainably page 136