Page 73 - Anual report STi 2022_eng

for reporting risk management results quarterly to the Audit the project (For-Con) and the delivery of the project, and
Committee and the Board of Directors, as well as monitoring adhering to the guidelines for dealing with customers

the operations to ensure the that internal control system and according to the business ethics set out by the Company and
risk management processes are appropriate. the professional ethics set out by the regulatory agencies,
In addition, the Company provides channels for delivering quality services (Quality) under the cost (Cost) and

complaints and suggestions relating to non-transparent period prescribed (Time), project cost management is carried
operations under the Whistleblower Policy. In the year 2022, out appropriately, fairly and transparently, listen to the

the Company did not receive any complaints from customers customer needs, problems and expectations to plan the
about unfair practices. appropriate operations to achieve maximum satisfaction of
the customers.
Customer Satisfaction Strategy
In 2022, the Company organized activities to meet and
The Group is committed to building customer confidence exchange ideas between customers, partners, and alliances
and satisfaction with the quality of service as they are to adopt the suggestions or complaints as a management

key stakeholders who support the business to grow guideline for the highest customer satisfaction.
continuously and sustainably in the long run. Importantly,
improved customer satisfaction involves personnel who are Promotion of Innovation Development
so professional, skillful, knowledgeable, and expertise in the The Company attaches importance to innovation
line they have worked that the Company’s services have been development to reinforce the work processes, facilitate and
accepted by customers, Company, therefore, places increase the quality of project management, and collect
importance on continuous potential development for the work-related data in every work process of the Company into
Company's employees that they are equipped with proficient a central database (Big Data) for the benefit of long-term
knowledge in services and performed their works efficiently, business operations and encouraging employees collaboratively

and focusing on providing customers with the appropriate and develop innovations and further application of the Company's
complete services as planned, including taking care of innovation flexibly to enhance the SMART STI sustainably.
confidential information of customers under the Personal In 2022, the Company has developed innovations through
Data Protection Act. the Group’s employee encouragement to induce the design
thinking process, developed creativity, and applied the skills
The Company has surveyed customer satisfaction towards
the service throughout the project on annual basis with the and knowledge to develop the innovations to improve work
target customer satisfaction of a minimum of 80 percent. In processes to be more efficient and meet customer needs,
addition, if complaints are made concerning the services from including providing training to educate about the design
customers, the Company shall expedite the fact investigation thinking process, hard skills and soft skills that are important
and corrective action promptly, along with communicating the in work, and the development of various innovations. Further
results of the fact-finding investigation to clients to achieve information is available in Section 1 “Structure and Nature of
correct and straight communication and understanding. Business Operation”.

In 2022, the survey results of customer satisfaction with 3.4 Sustainability in social dimension
the Company’s services was an average of 88.10 percent,
higher than the specified criteria. 3.4.1 Policies and guidelines for sustainability in social
dimension
Customer Relationship Management
The Group has acknowledged that economic growth
The Group focuses on building and maintaining good alone is not sufficient to achieve corporate sustainability
relationships with customers through the different sessions in the long run, it is necessitated to engage in building strong
of services, that is before the project starts (Pre-Con), during sustainability that has been recognized and entrusted by the

Stonehenge Inter Public Company Limited 71