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Sustainability Report 2011
Our Key Stakeholders and Major Communication Channels
Key Stakeholders
Communication Channels
Employees
Employee surveys
•
Suggestion scheme, bulletins, newsletters, intranet,
screensavers
•
Meetings with employee union
•
Issue-specific consultative sessions
•
Superior Quality Service Programme
•
Strategy Ambassadors Club in Hong Kong
•
Green Ambassadors Club in Hong Kong
•
Strategic Development Circle in China
•
Local Communities
District Council Focus Teams
•
Community programmes
•
District Fire Safety Committees
•
Customer Focus Teams
•
Stakeholder Engagement
Trust, openness and a willingness to listen are essential when seeking the engagement
of our stakeholders. Our Customer Focus Teams thus work to strengthen our
communication and foster a two-way dialogue with our customers, partners and the
community. This direct engagement, sharing of experiences and gaining of feedback
has not only helped to generate mutual understanding and openness, it has also helped
to drive greater co-operation and acceptance of our activities.
Building on the success of our Customer Focus Teams in Hong Kong, this practice
has since extended to more than 60 of our businesses in China, all of whom have
set up similar teams to reach out to the communities and customers that they serve.
The practice has also expanded in Hong Kong to forge stronger links with the local
community – our District Council Focus Teams, consisting of more than 30 managers,
liaise directly and meet on a regular basis with Hong Kong’s 18 District Councils.
Not only does this generate a better understanding of the community’s needs
and expectations, it also provides an ideal channel for our active involvement and
participation in local neighbourhood events.
Our Vision for Sustainability Stakeholder Engagement