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27 February 2012

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 FY2011.
  2. Headline KPIs for FY2012 and FY2014.

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 FY2011 Headline KPIs

Headline KPIs Target Actual
Financial Perspective
    • Revenue growth (%)
2.5
4.1
      EBITDA margin (%)
32.0
33.5
Customer Satisfaction Measure*
70
>70
* 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.

Telecom Benchmark 2011 : 68 is Global Average
(source : TNS Research International)
TM has surpassed its Headline KPIs target for FY2011 – this achievement is largely attributable to strong momentum of internet and data revenue. The growth in internet revenue arose from demand for higher bandwidth services leading to over 235,000 customers by end of 2011. Continuous implementation of cost effective practices and controlled spending, whilst upholding the promise to embrace customer needs further strengthened TM’s 2011 performance.

FY 2012 and FY 2014 Headline KPIs

Headline KPIs
2011 Actual
2012 Target
2014 Target
1. Revenue Growth (%)
4.1
5.0
5.0
2. EBITDA Margin (%)
33.5
32.0
Mid 30s
3. Customer Satisfaction Measure*
>70
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 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.

Telecom Benchmark 2011 : 68 is Global Average
(source : TNS Research International)

The headline KPIs represent the main corporate targets set by TM for FY2012 and FY2014. 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 27 Feb 2012
Category General Announcement
Reference No TM-120227-62158