UEM EDGENTA BERHAD ANNUAL REPORT 2021 1 2 3 4 5 6 7 MANAGEMENT DISCUSSION & ANALYSIS 101 100 Physical Learning FY2019 11,484 FY2020 5,191 FY2021 0 Participations in Physical and Virtual Learning (hours) Virtual Learning FY2019 0 FY2020 5,145 FY2021 44,644 Leadership Development FY2019 415 FY2020 743 FY2021 6,113 Employee Training Hours Breakdown Soft Skill/Behavioural Programme FY2019 908 FY2020 1,810 FY2021 10,147 Technical/Functional Training FY2019 10,161 FY2020 7,846 FY2021 28,234 Approved Training Budget (million) FY2019 RM6.82 FY2020 RM8.06 FY2021 RM6.24 Training Budget and Utilisation Budget Utilisation (%) FY2019 81 FY2020 27 FY2021 66 Average cost/pax FY2019 RM1525 FY2020 RM558 FY2021 RM1,044 FY2019 3,617 (83%) FY2020 3,878 (93%) FY2021 3,945 (98%) For UEM Edgenta, customer satisfaction acts as a crucial benchmark that stimulates business growth. It is also a useful indicator for us to gauge the expectations of our customers, whether we are meeting and exceeding their expectations in health and safety, customer privacy and the impacts of our products and services on our customers. We can decipher the satisfaction level of our customers through feedback and complaints reported to our sales and administrative personnel or from Customer Satisfaction Survey (“CSS”). In ensuring the health, safety and privacy of our customers remain protected, we have developed, monitored and continuously made improvements on safeguarding customers’ data to ensure confidentiality and integrity are maintained. As such, UEM Edgenta has incorporated CSS Score as part of its corporate scorecard KPIs that are passed down to each business unit with specific threshold, baseline and stretch targets. The CSS Score allows business units to continuously monitor and improve their relationship with customers as well as improve the quality of services offered to clients. In addition, customer survey forms are disseminated to customers and tenants every six months to understand the level of satisfaction in the services rendered and to obtain any feedback or concerns. Results of the survey will then be compiled and presented during the management review meeting. Each division has its own assessment criteria for CSS evaluation, including timeliness of services, quality of work, response time and professionalism of our service personnel. Moving forward, UEM Edgenta will continue to engage with its customers to gain a better understanding and perspective of their needs and expectations, which will enable us to make improvements on areas that may be lacking. UEM Edgenta achieved an overall average score of 87.0% on its Customer Satisfaction Survey as conducted in 2021. SUSTAINABILITY STATEMENT SUSTAINABILITY STATEMENT CUSTOMER SATISFACTION % of Employees who Received Training (only UEM Edgenta Malaysia and excludes Operon Middle East and UEMS) Respect for human rights is incorporated into our employment practices and our values, which are integral to our Business Code of Conduct. This is vital in maintaining our reputation as an ethical company that our stakeholders want to do business with, and that our employees want to work for. Although we do not have a separate human rights or slavery and human trafficking policy, we look to incorporate a Corporate Statement on Human Rights in our Business Code of Conduct in the near future. Aside from our Business Code of Conduct, we have in place a Business Partner Code of Conduct which obliges our partners to comply with all applicable labour, employment, and human rights legislation, including, but not limited to minimum wage, minimum age for employment, and maximum hours of work. Further, we require our vendors to pledge responsibility in protecting fundamental human rights practices, through our Vendor Letter of Declaration. HUMAN RIGHTS ASSESSMENT
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