Unilever Three Pillars

Great people and great place to work;

Great brands and innovation;
Sustainable living plan (which will reduce carbon footprint while doubling the business size).
Appendix 3 shows visualization of pillars of ULI’s Great Business Performance.

External Knowledge

The external knowledge has been one of Unilever concern to continuously renew and
recombine company’s knowledge to sustain the competitive position. Being actively engaged
with externals has enabled Unilever to access the knowledge to create sustainable engagement
with the consumer, customer, and the environment.

Customer Care (suara Konsumen)

the Company handles customer complaints and inquiries through a dedicated
consumer care service ‘Suara Konsumen’. Through ‘Suara Konsumen’, ULI seek to strengthen
the relationship between the company and consumers and customers by responding to their
concerns and expectations regarding the products, and increasing their satisfaction with the
products. The findings and insights derived from the Consumer Care Line are communicated
throughout the Company in the form of Monthly and Online Reports for each brand. Every
month, a Top Ten Feedback list is submitted to senior management for their review.

Consumer and Market Insight (CMI), CMI has helped ULI to understand how consumer will
interact with the brands, i.e. triggers, barriers, behavior, etc. It is also support understanding on
market dynamic, competition, and seeking further opportunities. CMI in ULI is done by
business partnering with cross functions, its main objective is to show the business how and
where to grow.

Customer Education Program via Unilever Sustainable Living Plan (USLP, The USLP is
company’s public commitment to improve the environment, livelihoods, health, and hygiene of
Indonesian consumers. The action ULI takes in order to implement the plan covers all
operations, and stated as an integral part in doing business. One of the customer education
programs which regularly implemented is the Pepsodent Oral Health Month. In 2012, no less
than 525,000 students in 2,300 primary schools were exposed to the campaign.

Communities Benchmarking, ULI welcomed visits from schools to accommodate their field
trip or the making of final report. ULI also have visit from other companies or other Unilever
sister company as well as benchmarking to HR communities in order to learn and develop from
outside-in best practices.

Internship Program, Unilever also launched several scheme of internship program to get the
fresh idea from students, as well as accommodating students’ needs to experience real work.
ULI have community-based training for people surrounds the factories, as well as the famous
Unilever Leadership Internship Program (ULIP) for potential students that linked to
Management Trainee program.