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25 February 2011

Type Announcement
Subject OTHERS
Description ANNOUNCEMENT OF HEADLINE KEY PERFORMANCE INDICATORS (KPIs)
In a continuous effort to enhance greater transparency to the public, Telekom Malaysia Berhad (“TM”) wishes to make the following announcements;
  1. Achievement of the Headline Key Performance Indicator (“KPIs”) for FY2010.
  2. Headline KPIs for FY2011 and FY2013.

These headline KPIs have been set and agreed by the Board of Directors and management of TM as part of the broader KPI framework that TM has in place, as prescribed under the Government Linked Company (“GLC”) Transformation programme, and is disclosed on a voluntary basis.

Achievement of FY2010 Headline KPIs

Headline KPIs Target Actual
Financial Perspective
    • Revenue growth
2.0%
2.1%
    • EBITDA margin
33%
33.1%
Customer Centricity Perspective
    • % of revenue per annum committed to be spent for improvement in quality of customer experience
5.0%
5.1%

TM has met all its Headline KPIs for FY2010 – this achievement is on the back of primarily continued growth momentum of data and internet revenue and the successful implementation of cost effective practices and controlled spending, whilst upholding the promise to embrace customer needs.

2010 was a milestone year for TM, in which UniFi was launched whilst maintaining the overall service portfolio and financial discipline. In line with the KPI guidance and TM’s promise to deliver on customer experience, TM took greater efforts to improve quality by committing to spend at least 5% of our revenue for this year on customer service, which it has achieved.

FY 2011 and FY 2013 Headline KPIs

Headline KPIs
2010
Actual
2011 Target
2013 Target
1. Revenue Growth (%)
2.1
2.5
3.5 – 4.5
2. EBITDA Margin (%)
33.1
32
Mid 30s
3. Customer Satisfaction Measure*
68
70
72
    • * Using TRI*M index measuring end to end customer experience at all touch points. TRI*M (Measuring, Managing and Monitoring) is a standardised indicator system. It analyses, measures and portrays stakeholder relationships on the basis of standardised indicators. The TRI*M Index is an indicator of the status quo of a particular relationship. The index is made up of four points of view on the stakeholder relationship, e.g. for customer loyalty: overall rating, recommendation, repeat purchasing of product/services, and a company's competitive advantage. The information is based on surveys/interviews on a sample customer base.
Going forward, TM remains steadfast in its transformation journey – driven by the four thrusts of its Performance Improvement Program (PIP) 2.0 of customer centricity and quality improvements, operational excellence and capital productivity, a one company mindset with execution orientation, and leadership through commercial excellence, towards its vision of becoming Malaysia’s leading new generation communication provider and broadband champion.

TM’s focus on customer centricity is further emphasised by moving to a Headline KPI that measures customer satisfaction, going beyond its continuous investment and commitment to improve the quality of customer service.

The headline KPIs represent the main corporate targets set by TM for FY2011 and FY2013. These headline KPIs are targets or aspirations set by the Company as a transparent performance management practice. These headlines shall not be construed as forecast, projection or estimates of the Company or representations of any future performance, occurrence or matter as the headlines are merely a set of target/aspiration of future performance aligned to the Company’s strategy and which have been derived on the assumption that the Group shall operate under the current business environment.

Announcement Info

Company Name TELEKOM MALAYSIA BERHAD
Stock Name TM
Date Announced 25 Feb 2011
Category General Announcement
Reference No TM-110221-75914