Page 75 - CJ 2019 INTEGRATED REPORT

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Response To Risks Strategies Impacted*
Risk rating
Capital(s) impacted
• Constantly adjust our product offffering to to meet evolving customer expectations • Continuously track and and monitor our customer satisfaction levels through regular surveys and and a a a a a a a a a a Customer Complaint Management system • Robust systems policies and and procedures have have been established and and we we have have renewed our focus on on digitalisation of key processes • Rigorous training on product and service delivery carried out in in in order to close the skills gap • Focus on engagement of our human capital • Establishment of clear SLAs with key stakeholders for deliverables ensuring successful and mutually benefificial relationships with all our providers Medium
• The Group has a a a a strong governance system in place • The Group Code of Conduct was clearly defifined
and and signed by all employees and Board members • Constantreaffiffirmationanddiffffusionofourcorevalues across the Group • A whistleblowing policy was deployed across the Group • An assurance exercise was carried out by both internal and external auditors on compliance matters • Set up of a a a a a a dedicated Communication department at at at at the corporate level • Creation of a a a a a a a relevant public relation cell that intervenes as and when required • Prompt response to unwarranted representations across all media • Monitoring of press and media releases on on a a a a a a daily basis • Adoption of an an Environmental and Sustainability framework Low
FINANCIAL HUMAN
INTELLECTUAL
RELATIONSHIP
MANUFACTURED
SOCIAL & NATURAL
INTEGRATED REPORT 2019