Page 49 - Tata Steel One Report 2024-Eng-Ebook HY

Business Operation and Performance Driving Business Towards Sustainability
Corporate Governance Policy Financial Statements Attachments
compared to SD40, Readymade Dowel that can reduce import of steel products, Readymade Deformed Bar Stirrup that is used for the reinforcement of concrete structures, Ready to use Footing allows the foundation work to be easier, convenient, quick, and durable, GB rebar for Thai-Chinese High Speed Rail Project, Non- Tempcore rebar for fatigue resistance structures like bridges, expressway etc., High Carbon Wire Rod for Tire Cord that helps reducing the import of raw materials used for tire cord production and helps tire manufacturers in Thailand gain competitive advantage over the global players. In addition, the Company is focusing on quality deformed bars that can bear more strength than general deformed bars. This allows the designer to reduce the amount of deformed bars and the cost of construction, as well as being able to design more variety.
The Company has organized a Retail Partnership project which helps the Company gain higher sales volume in retail and modern trade channels and the consumers find it more convenient to purchase our products. In addition, the Company also encourages the development of special grade products to make a difference and suit the usage of customers in each product group.
In the financial year 2025, the Company conducted a Customer Satisfaction Pulse Check, achieving a score of 82%, reflecting a strong level of customer satisfaction and valuable insights into continuous service improvement. Overall satisfaction scores for each product improved from the last survey, especially low-carbon wire rods and special products. The product quality has received the highest satisfaction score when compared to competitors. In addition, the survey results indicated that the sales team demonstrated the most significant improvement in performance compared to the previous year's survey.
The Company has focused on a Customer Centric Culture to improve the relationship and service level to customers by striving to improve product quality to meet customers’ requirements and improved process control to reduce the number of claims. The Company transitioned its operation mode from alternative to continuous to minimize carbon segregation. Additionally, an air dryer was installed for mold powder along with a mold powder feeder to improve slag homogeneity in
the mold. A trial of the Tundish Gas Diffuser (TGD) was also conducted to reduce inclusions. The Company uses digital technology to support customer services. Our sales representatives use Line applications, e-mail, and customer visit report programs to contact and listen to the customers’ feedback for improvements and to promptly respond to the needs of the customers. The Company deploys IT technology to enhance service speed like “TATA Steel TH Connect Phase 2” application to track customer’s order, e-Tax invoice & e-Receipt, Tag QR code, Certificate Online system, Cut and Bend web ordering, and Cut and Bend delivery tracking applications. The Company also offers additional online channels to contact with the customers via the Company’s website, Line application, Facebook, etc. and increases online sales channel through website ‘Baan Click Build’ for customers to access the products more conveniently and quickly.
The Company promotes new products in the domestic market, such as a rebar in lengths exceeding 12 meters, to meet evolving customer needs and expand market opportunities.
Business Ethics, Integrity, Transparency, and Corporate Governance
The Structure of Management of Business Ethics has been established with Apex Business Ethics Committee and Business Ethics Sub - Committees at the headquarters and all three plants including employees and contractor representatives. The structure includes the Ethics Counselor / Ethics Coordinator in each location which consist of 2 males and 1 female serving as secretary for each sub-committee. The proportion of Ethics Coordinators to total employees is 1 to 90 while proportion of female Ethics Coordinators to total female employees is 1 to 39.
Women Committee: takes care of women employees of each plant including women contractors’ employees and ensures that they are treated properly in accordance with Tata Code of Conduct. The action plans for taking care of women employees and women contractors’ employees
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