In a continuous effort to enhance greater transparency to the public, Telekom Malaysia Berhad (“TM”) wishes to make the following announcements;
- Achievement of the Headline Key Performance Indicators (“KPIs”) for FY2012.
- Headline KPIs for FY2013 and FY2015.
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 are disclosed on a voluntary basis. Achievement of FY2012 Headline KPIs
| Headline KPIs |
Target
|
Actual
|
| Financial Perspective |
|
|
|
|
5
|
9
|
|
|
32
|
32
|
| Customer Satisfaction Measure* |
72
|
>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 ratings, recommendation, repeat purchasing of product/services, and a company's competitive advantage. The information is based on surveys/interviews on a sample customer base. TM has achieved all its Headline KPIs target for FY2012. This achievement is largely attributable to positive growth in Data, Internet and other services revenue. The growth in internet revenue arose from demand for higher bandwidth services leading to more than 482,000 UniFi customers at the end of 2012. Continuous implementation of cost effective practices and controlled spending, whilst upholding the promise to embrace customer needs further strengthened TM’s 2012 performance.
FY 2013 and FY 2015 Headline KPIs
| Headline KPIs |
2013
Target
|
2015
Target
|
| 1. Revenue Growth (%) |
6
|
6
|
| 2. EBIT Growth (%)1 |
3
|
8
|
| 3. Customer Satisfaction Measure2 |
72
|
72
|
1 Reason for changing to EBIT Growth (%) is because EBIT measures overall operational efficiency and it includes capex or opex efficiency through depreciation charges, asset write off and asset impairment. 2 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 ratings, recommendation, repeat purchasing of product/services, and a company's competitive advantage. The information is based on surveys/interviews on a sample customer base
The Headline KPIs represent the main corporate targets set by TM for FY2013 and FY2015. 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.
This announcement is dated 27 February 2013.