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Every group of stakeholders is important to SCG business operation, directly or indirectly. Discovering and understanding interests and expectations of stakeholders helps a corporate reduce potential impacts on operations and create opportunities for improvement by integrating their concerns into the organization’s strategy and operational improvement. It is also considered as a challenge to develop a collaborative value creation between SCG and stakeholders.
Building Relationship with Stakeholders
SCG divides stakeholders into 12 groups, including customer, employee, contractor, supplier, community, shareholder, investor, creditor, government agency, media, civil society/ academic and competitor. In 2014, SCG has announced and adopted the stakeholder practice policy, setting up a clear practice guideline for each stakeholder group.
Stakeholder Engagement Approach
Having been influenced by changing circumstances such as global trends and stakeholder expectations, SCG has to conduct stakeholder analysis annually through meeting with relevant function store view roles and importance of stakeholders that could have impacts on businesses operation. The output of stakeholder analysis is taken into account for identification and prioritization of key stakeholders as well as for further development of stakeholder engagement plan based on each stakeholder group’s interests and expectations.
According to stakeholder analysis in 2014, stakeholders who are the most important groups to SCG’s operations are customer, employee, supplier, surrounding community, shareholder, government agency and civil society/academics. In order to respond to different needs and expectations of stakeholders, SCG applies various tools and channels to seek stakeholders’ concerns and expectations, such as stakeholder dialogue, opinion panel, joint meeting, satisfaction survey and complaints receiving. Recommendations and expectations from stakeholders enable SCG to improve current business operation and be a source for continual development plan in several aspects.
To build up and shape up good relationships with stakeholders, SCG considers influence and interest of each stakeholder group in line with the corporate capability to determine appropriate strategies and approaches to stakeholder engagement.
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STAKEHOLDERS
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KEY
CONCERNS
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COMMUNICATIONS/
CHANNELS
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OUTCOMES
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CUSTOMER
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· Quality products and
services
· Environmentally-friendly
manufacturing
processes for
green
products and services
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· Customer
satisfaction survey annually
· Channels for
customer complaints or Recommendations
· SCG corporate
reputation survey every 3 years
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· SCG receives
complaints/ feedback on products & services to develop current or new
products & services to meet customers’ needs.
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EMPLOYEE
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· Welfare and
remuneration
· Knowledge
development at work and off work
· Career stability and
growth
· Business direction
and adaptation
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· Employee
satisfaction survey annually
· Attitude survey
· Executive meets
employee forum quarterly
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· Employee
satisfaction survey leads to improvement of employee caring and welfare, such
as welfare on father on maternity leave.
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SUPPLIER
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· Ethics and
transparency on business transactions
· Knowledge and
competency development
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· Clarification and
support supplier to understand business conduct and practices
· Supplier visit to
listen to problems and suggestions
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· SCG understands
suppliers’ problems and needs, leading to the initiative of ‘Supplier
Development for Sustainability’ with an objective to improve suppliers’
performance in several area such as loss reduction etc.
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COMMUNITY
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· Development of life
quality and generation of community’s income
· Protection and care
of environment surrounding the community
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· Community satisfaction
survey annually and every 3 years
· Dialogue and survey
through community relation activities annually
· Open house for
community visit
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· SCG understands
problems and needs of communities and then proceeds with development program
which SCG conducts by itself or collaborates with relevant stakeholders such
as government sector and peers in the same industry.
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SHAREHOLDER
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· Performance and
business growth
· Management with
transparency
· Understanding of SCG
operations
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· Disclosure of SCG
operating results quarterly and place information on SCG website
· Shareholder meeting
annually
· Plant visit and CSR
annually
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· SCG understands more
about expectations of shareholders and adapts to communication plan to cover
shareholders/investors’ interested topics
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GOVERNMENT
AGENCY/
CIVIL
SOCIETY/
ACADEMICS
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· Role models for
other organizations in management with transparency and excellence
· Utilization of SCG
capacity to support government sector
· Transparent
information disclosure
· Conducting business
by minimizing impacts on environment and communities
· Natural resources
conservation and usage at the utmost benefit
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· Compliance to
government regulations
· Annual report and
sustainability report
· Opinion Panel
annually
· Communication
through articles and media
· CSR activities or
projects to create collaborative actions
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· SCG is acknowledged
about directions and future trends for improvement on current operations and
strategic plans for the future.
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Communication with Stakeholders StakeholderStakeholder Engagement through Opinion Panel
Opinion Panel is an approach which SCG Sustainable Development Committee has been continually implemented to engage government sector, educational sector, civil sector and other specific stakeholders to share opinions and perspectives toward SCG sustainable development. SCG adopts inputs and feedback from the panel to incorporate in the sustainable development strategic plan to build up value for all involving stakeholders. In 2014, SCG has held the 5th Opinion Panel on business ethics since this topic becomes vital in building trust among shareholders, investors and relevant parties at corporate and national levels.
Recommendations from Opinion Panel in 2014
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Corporate
governance and compliance
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SCG employees should be engaged to formulate practice
guidelines rather than adopting policies from executives only.
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SCG should regularly review, update and improve practice
guidelines to be complied with current situation, showing indicators and
outcomes concretely.
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Information
disclosure
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SCG should concern about stakeholders’ interest and
disclosed information should reflect both financial and non- financial
performance.
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SCG should provide effective and accessible channels of
information disclosure for stakeholders such as websites.
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Being
a role model
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Good awareness should be embedded among SCG employees
and extended to relevant stakeholders.
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SCG, as a role model and change agent, should utilize
organization’s capability to drive other organizations or relevant parties to
value good governance and implement in their organizations systematically.
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Religious principles can be adopted as a mechanism to
build up corporate culture morals, ethics, contemplation and wisdom among
existing employees, to train new employees and to extend outcomes to external
parties.
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