Objectives Measures Targets Initiatives

-Reduce cost - Improve service

- Reduce Cost - Sales Volumes -5% per year efficiency
Financial -Increase Revenue -Compare with previous Increase Sales -Economic of scope
year revenue -30% per year
-Improved service -Customer’s Feedback -Reduce complains -Online customer
-Increase customer - Customer’s satisfaction 99% service
Customers
satisfaction index -99% satisfied -24/7 call centre
customer -Customer loyalty
program
-Quick response & -Appoint new skilled -Fast recovery of -Build an engineer’s &
support unit employees complain D2D team
Internal -Service development -Problem recovery time -First in industry -Quick tower recovery
-Corporate Social -People’s awareness about -Intimacy with -Sponsorship at social
Responsibility organization potential customers program
-Develop employee -Strategic job readiness -1 -3 years 70-90% job -Increase Training &
necessary skills -System availability readiness development program
-Develop -Employee job satisfaction -100% system -Develop technological
Learning technological support level availability infrastructure
system -99% employee job - create best practice
-Improve employee satisfaction rate sharing among
communication employees