Customers

The breadth and depth of the Group's operations has enabled it to build a global network of diverse customers. Our commitment is to leverage our unique strengths to cater to the dynamic needs of our customers, creating value through innovation, technology, quality and customer service.

Key Customer-related Metrics

1.24 mn
Customers served
7000
Customer surveys
99%
Complaints resolved
624
New products launched

Social & Relationship Capital- Our Customers

Increased price consciousness
Adoption of a long-term view to customer retention through passing on benefits of cost reductions to customers
Focus on sustainability considerations
Embed environmental and social considerations across the product lifecycle including design and manufacturing
Social & Relationship Capital- Our Customers
Escalating demand for customised and value-added products
Several Sectors have enhanced product propositions and manufacturing capabilities to cater to the increased need for value-added products
Increased demand for customer service excellence
Efforts to strengthen after-sales service across key verticals

Innovation

During the year, the Group's R&D interventions were centered on four key dimensions

Safety and Quality
Value Addition
Sustainability
Performance and Design
Key Highlights in 2023/24 image
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ESG Integration

Significant progress was made in embedding ESG across the Group's strategy, processes and decision-making. During the year, considerable emphasis was placed on strengthening the 'Governance' pillar.

  • Formation of Sector-level ESG Steering Committees with defined mandates on managing ESG risks and opportunities, monitoring performance against targets and providing guidance on ESG-related programmes
  • ESG Roadmaps launched by 4 sectors (Hand Protection, Purification, Transportation & Logistics, and Eco Solutions)

  • Quarterly performance reporting to the ESG Steering Committee and the Group Management Committee

  • Quarterly monitoring of performance against ESG targets
  • Consideration of ESG aspects in decision-making
  • Quarterly assessment of ESG risks
  • Awareness and culture building

  • Strong ESG reporting practices
  • Collaboration and knowledge sharing
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Performance against targets

Pillar Target Performance in 2023/24
Climate Action
  • 30% reduction in Scope 1 & 2 emissions by 2030
  • 90% reliance on renewable energy
  • 30% reduction in energy intensity
  • 2% increase in GHG emissions (Primarily due to new acquisitions)
  • 68% reliance on renewable energy
  • 22% increase in energy intensity
Water
  • 50% sustainable water sourcing
  • 75% wastewater recycled and reclaimed
  • 14% recycled water usage with 49% increase in sustainable water sourcing
Biodiversity
  • Increase biodiversity enhancing programmes to cover 5 times the area occupied by the Group
  • 69,382 trees planted
Engaged team
  • 5% attrition rate across the Group
  • Each employee to receive an average of 40 training hours/ year
  • 14% attrition rate across the Group
  • 10.19 average training hours/person
Supplier relationships
  • 40% of suppliers to be screened for social and environmental criteria
  • 3 sectors engaged in strategic supplier development programmes
Community relationships
  • 50% increase in CSR beneficiaries
  • 707,580 CSR beneficiaries

Way forward

Immediate term priorities
  • Product strategy centered on premium, value-added offerings
  • Optimising working capital to reduce inventory build up
  • Talent retention
  • Optimise funding and borrowing structures through proactive negotiations with banks
Medium-term priorities
  • Strengthen foreign currency generating capabilities through enhancing export-oriented sectors
  • Refine product offerings in tourism sector to cater to anticipated surge in industry
  • Organic and inorganic growth in complementary sectors and businesses
  • Digitalisation to drive efficiencies, enhance productivity and obtain richer data sights