Page 111 - Thailand Post Annual Report 2024

Part 1
Overview of the Organization
Part 2
Business Trends
Part 3
Business Model
Part 4
Strategies and Resource Allocation
Part 5
Risk
Part 6
Corporate Governance
Part 7
Operating Results
Part 8
Other Information
Risk
Descriptions
Impact
Risk Management Plan
4
Risk Related to Corporate Image and Reputation
The operations of THP are inherently linked to customer satisfaction. A good image and reputation are crucial factors influencing customers' decisions to choose services. If an event occurs that negatively impacts the organization’s reputation or if fake news is released, it could affect consumer confidence.
- Loss of image or reputation.
- Lack of confidence of consumers and stakeholders.
- A Customer Relationship Management (CRM) system has been developed to collect and manage customer data, aiming to enhance customer satisfaction.
- Establish a social media crisis management plan and a customer complaint management plan to enable timely control and management of incidents.
5
Service Quality Risk
Growth of e-Commerce and consumers’ behavior to purchase more goods online have resulted in an increase in the volume of parcels to be delivered. The increase in parcel delivery volume may affect THP’s service quality.
- THP’s Service quality may not meet the established standard.
- Users’ satisfaction may decrease
- Application of technologies to work processes in order to upgrade the service quality; such as using full automation machinery, developing TND system and control room system, and tracking online status in real time.
6
Cyber Threat Risk
Nowadays, cyber threats tend to increase due to the development and use of technology that plays a key role in every aspect of business operations, including communication, operations, or data storage, which may cause risks of data leakage, data theft, extortion for ransom, which affects the image or reputation, and business interruption.
- Digitalstructuresystem in operation may be interrupted.
- Business/ customer data may be damaged or leaked.
- Image and reputation of the organization may be affected
- The implementation of network and computer security systems is being carried out to safeguard operations such as network Access Control system and Desktop Management System
- Testingofcyberthreatprotection systems according to standards ISO/ IEC 27001 : 2013
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