Telekom Malaysia Berhad (TM) wishes to make the following announcement:
TM Group headline Key Performance Indicators (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, and are disclosed on a voluntary basis.
In light of the current market and operating landscape, we are revising the headline KPIs for Financial Year (FY) 2018 as follows:
FY2018 Headline KPIs
Headline KPIs | Original 2018 Target | Revised Headline KPIs | Revised 2018 Target |
1. Revenue Growth (%) | 3.5 – 4.0 | 1. Revenue Growth (%) | -1.0 to Flat |
2. EBIT Growth (%) | Maintain 2017 EBIT RM | 2. EBIT (RM) | Approximately 1.0 billion |
3. Customer Satisfaction Measure* | 74 | 3. Customer Satisfaction Measure* | 72 |
For further details please refer to the included attachment.
The headline KPIs represent the main corporate targets set by TM for FY2018. 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 targets/aspirations 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.
Initiatives are being undertaken at TM which entail introducing new attractive broadband and mobile packages for consumers and capturing new opportunities in both the private and public sector; whilst optimising operational cost, manpower productivity and capital efficiencies.
*Customer Satisfaction will be measured using TRI*M index measuring end to end customer experience on products and all touch points. TRI*M (Measuring, Managing and Monitoring) is a standardised indicator system. It analyses, measures and portrays stakeholders’ relationships on the basis of standardised indicators. The TRI*M index is an indicator of the status quo of a particular relationship e.g. for customer loyalty : overall ratings, recommendation, repeat purchasing of products/services, and a company’s competitive advantage. The information is based on surveys/interviews on a sample customer base.
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