Page 56 - 56-1 One Report 2022 EN

Part 1 Business Operation and Operating Performance

In 2022, the performance to meet the expectations and needs of stakeholders can be summarized as follows:

Expectation/Needs Response Performance in 2022
Customers
1. There are products Offer products and services that 1. Managed activities to build
and services to meet meet the needs of customers with relationships, share knowledge, and
the needs and create quality, reliability, and reasonable update information with customers on a
business value and price. regular basis.
worth for the 2. Developed products and services if there
investment. are any new technology and recommended
to existing customers to enhance the ability
to provide the service and acquire the most
cost-effective services.

2. Competence and fast Develop work processes and 1. Provided basic guidelines for
speed in problem- training within the organization for customers when there is interference
solving to ensure employees to develop their skills in signal in the system so that customers
continuity of service order to serve customers efficiently. can use the service continuously.
with good after-sale Comply with a quality control policy 2. Developed employees' skills to support
service and ISO 9001 Quality Management new technology to be able to
System to create maximum serve customers efficiently.
satisfaction for customers and
Business Continuity Management
System (BCMS)/ ISO 22301 to
guarantee the continuity of our
services.
3. Serve customers with Conduct the Customer Satisfaction 1.In 2022, conducted Annual Customer
high quality that Survey every year and take on the Satisfaction Survey and the Score Results
creating maximum result for our improvement on was 87.65% of satisfaction.
satisfaction for product and service to meet
customers customer needs.

4. Business Ethics and Promote business ethics that show 1.Provided communications channels for
measures to keep responsibility to customers in many receiving news information on the
confidentiality of areas such as confidentiality of company’s movement, such as annual
customer information customer information, the anti- 56-1 One Report, social
and privacy corruption policy that employees media (Facebook, YouTube, Twitter, and
must strictly adhere to. Promote LInkedIn), website, and email.
the IT Security Policy and adopt 2.Provided a complaint channel via Ethics
ISO 27001 for cybersecurity. Hotline to report on fraud, if any.
3. Held trainings on Cybersecurity with tests,
and regularly raise awareness through
internal campaign on Intranet.

Part 1 Page 42