We care for the wellbeing of all stakeholders including our partners, clients, suppliers and local community. In our business decisions, all partners must achieve mutual wins andeconomic goals. We wish to share a committed vision of the future, establish a common sustainability plan and grow long-term together with our partners.
It’s our duty and responsibility that our partners are doing well and practicing fair business actions. We believe that for the beneficial of the community, we must participate together and perform transparent business dealings.
At SMART, we have a vendor registration policy for all suppliers we engage and hire for services. Part of the vendor registration program, all suppliers are requested to attend a orientation with Document & Compliance Team and HESS Team for a Compliance and Safety awareness training. In the training, participants are shared about SMART’s Company Profile (Vision, Mission, Values, etc.), the Code of Conduct for Suppliers, Approved Food Supplier Guide Book andHealth & Safety Guidelines. Furthermore, Document & Compliance Team and HESS Team will regularly conduct inspection at supplier’s head office, warehouse and yard facilities for performance review. All findings are reported to SMART and Supplier Management for corrective action.
In supplier orientation training, there total attendances of 20 vendors including food suppliers and other services supplier. We did 39 new vendor registrations in 2019 and 7 new vendor registrations in 2020. In 2019, we held one time orientation training for supplier code of conduct and in 2020; the training is planned for November.
We wish to provide excellent operation services with quality products and quality services to our customer. We aim for zero customer complain and 100% customer satisfaction. To improve the customer service continually, we frequently conduct customer survey every quarter and provide feedback to the operations team for improvement. We believe personal customization and open communication is important key to give every customer happiness and satisfaction. Every customer is assigned a SMART focal contact for project requirements and assistance. All the work orders can be passed through the SMART focal contact and he or she will pass the respective work orders to the operations and support team. This allows the customer to quickly engage to SMART services and receive support for the service order.
Below is a chart to demonstrate our total summary of customer satisfaction taken in 2020. Customers’ Very Satisfied rating is 3%, Satisfied rating is 92%, and Fairly satisfied rating is 5%.There is no value feedback for Dissatisfied and Very Dissatisfied.The surveys were conducted for all our client projects for satisfaction on our quality products, customer service, professionalism, problem solving, health and safety, etc.
For Corporate Social Responsibility and long-term sustainability, it’s important that SMART and its partners can engage the local community for business and job opportunities. We are operating projects in different Myanmar Regions such as Naypyidaw, KyaukPhyu, Sittwe, Minbu, Kanbauk,Myeik and Banmouk. In 2019 and 2020, we have offered more than 300 local manpower jobs in the project base communities. In our Catering & Housekeeping Contract servicing to our client TOTAL TEPM in Kanbauk, we have also purchased 60% of food sourced from local area than from Yangon. We have been supporting our client TOTAL TEPM in Kanbauk for the past four years consuming majority of local supplies.
At SMART, we believe in co-creating value through Partnerships for both business and society. We recognize CSR as an opportunity to significantly strengthen our businesses – while building and renewing human, social and natural wealth. We have worked with numerous partners for the success of our CSR strategy.
On 13 July 2015, SMART and Ray of Hope Foundation won the ASEAN CSR Vision 2020 Small Grant Funds as the project title “To Reduce Poverty by Increasing Knowledge Capacity” which mainly activities is illustrating cartoon book for awareness training on “Business and Human Rights.” Ten Thousand books were co-published and funded by ASEAN CSR Network Limited, SMART and Ray of Hope Foundation. SMART and Ray of Hope Foundation together have travelled to numerous regions in Myanmar to promote the awareness of this book and provide knowledge sharing on topics including Good Education & Professionalism, Human Rights, Health & Safety, Anti-Bribery, Labour Rights, Drugs & Alcohol, Environmental, Land Rights, etc.
