VOLUME 1 2018
Taking the Lead Astra Investment Will Bolster Indonesia’s Digital Economy page 16
Perspective Zung Fu Gears Up for Auto Revolution page 10
Showing Recognizing Spirit Performance Walk Up Jardine House Gammon Asserts Leadership A Colourful Occasion Position page 26 page 22 Zung Fu Gears Up for Auto Revolution As Zung Fu rises to the challenges being brought about by the impact of disruptive technologies on the global automotive industry, it is focused on providing an even more enjoyable customer journey. Page 10 Contents
Group Must Become Customer Obsessed Page 03 Workplace of the Future at Devon House Page 32
Star-Studded Line-Up at Mandarin Oriental Page 23 Walk Up Jardine House A Colourful Occasion Page 26
From the Centre 03 Group Must Become Customer Obsessed Group Chairman Tours Asia Projects
Perspective 10 Zung Fu Gears Up for Auto Revolution
Taking the Lead 16 Astra Investment Will Bolster Indonesia’s Digital Economy O2O Success for 7-Eleven South China
Recognizing Performance 22 Gammon Asserts Leadership Position Hongkong Land Digital Transformation a Winner for Pizza Hut HK
Projects in the Showing Spirit 26 Limelight Walk Up Jardine House A Colourful Occasion Astra Helps SMEs at Trade Expo Indonesia Page 19 Developing Talent 32 Workplace of the Future at Devon House Group’s Longest Serving Employee Retires at 92
Enterprising Matters 36 Into the Future with JLT Project Sherlock
Thistle Volume 1 | 2018 01 MD’s Desk Getting it Right
As the Group’s results for 2017 show, our principal markets Investments in across Greater China and Southeast Asia remain strong and appear well set for 2018. strong regional companies Revenue for 2017, including 100% of revenue from associates are accelerating and joint ventures, was US$83.8 billion, compared with US$72.4 billion in 2016, while the Group’s consolidated the Group’s exposure to fast revenue for 2017 was US$39.5 billion, an increase of 6%. Underlying profit before tax for the year was US$4,378 growing markets and million, an increase of 17%, and underlying profit attributable to shareholders was up 13% at US$1,568 providing us with million. Earnings per share were 12% higher at US$4.17. a firm foundation for Mainland China continues to grow in importance with its contribution to profits increasing to 18%, while in long-term growth. Southeast Asia, we continue to build our business interests with new investments and projects in Vietnam, Singapore, Bangkok and Indonesia. Our investments in Greatview and Vinamilk, for example, reflect our strategy of taking Managing Director stakes in leading companies that are benefiting from the Ben Keswick opportunities offered by the economic development of the region and the growth of the middle classes. Investments in strong companies such as these are accelerating the Group’s exposure to fast growing markets and providing us with a firm foundation for long-term growth. At the same time we must keep up with the rapid pace of change being brought about by disruptive technologies and impacting on all our businesses. We need to be sharper, move faster and put our increasingly empowered customers at the centre of what we do if we are to keep up and ‘get it right’. As the Perspective on Zung Fu on pages 10-15 demonstrates, businesses must use new technologies and the power of data to become more customer-centric and create an excellent customer experience. As a Group, we have a long history of adapting and trying new things. We also have a great reputation for quality, for doing the right thing, for giving people a sense of purpose and good development opportunities, and for being a responsible company. I believe that these values remain constant, even as business models evolve and change. We should take great pride in them and use them in our continuing quest to get it right.
Ben Keswick
02 From the Centre
Group Must Become Customer Obsessed
Changing customer expectations driven by new businesses to create personalized customer experiences technology and the power of data were the focus of and to seize opportunities. Jardine Matheson Group Managing Director Ben “One key attribute of data-driven companies is that they Keswick’s annual Strategic Direction presentation recognize the value of breaking down silos and sharing delivered to a live audience in Hong Kong and across the information. This makes collaboration an important Group via a YouTube webcast. feature of their culture. To what extent do you think this Mr Keswick said that customer expectations are leaping is true for your company?” asked Mr Keswick. barriers across industries and that businesses can no Mr Keswick said the Group needs to rethink what it does longer only measure themselves against direct and how, so it has a compelling offer for its customers. competitors. Innovate Jardines is there to help and is already reaching “We must measure ourselves against the best across a out to technology partners that can assist businesses range of sectors. Or, better still, be in a class of our source and understand their data. Ultimately, skills own!” needed to be embedded in-house. Mr Keswick discussed how these changes are bringing “We can also leverage business relationships, such as about fundamental shifts in the way business is done, partnering with companies who already have the requiring businesses to move from being capabilities, and working with them to build upon and ‘Transactionally Driven’ to becoming ‘Customer enhance our existing operations to drive new revenue Obsessed’. streams and meet the changing business environment,” added Mr Keswick. “It is this customer obsession I want to see happening across the entire Group,” he emphasized. In closing, Mr Keswick said that an empowered customer must be at the centre of what the Group did. Mr Keswick said that data is at the heart of creating the winning customer experience and that within the Group, “In the new business landscape, our customers are companies must promote a transparent data-driven demanding ever increasing standards of service and culture and learn how to collect, share, analyze and product. Using digital advances and data, we need to manage data. In a recent visit to companies in Silicon make this happen.” Valley, he had seen firsthand how data is helping
Thistle Volume 1 | 2018 03 From the Centre
Group Chairman Tours Asia Projects
CPC Shanghai Committee Secretary-General Zhuge Yujie also attended the meeting. In another get together in Shanghai, Sir Henry had dinner with Yonghui Deputy Chairman Zhang Xuanning. Sir Henry’s visit to Indonesia included a stop in Palngka Raya to see the PT Suprabari Mapanindo Mineral coal mine and power plant, which was acquired by PT United Tractors subsidiary Pama in 2017. On the second leg, Sir Henry was in Jakarta where he met with the Ministers of Trade and Finance as well as business leaders and several Astra directors. He also visited the Astra/ Hongkong Land joint venture development Astra Tower and Anandamaya Residences. In Vietnam, Sir Henry visited Vinamilk, in which Jardine Cycle & Carriage has acquired a 10% stake, and held talks with various political and business leaders. Among these was a meeting with Deputy Prime Minister Vuong Dinh Hue, who received him in Hanoi. Their discussions centred around the development of Vietnam industries such as milk products, automobiles, machinery, Jardine Matheson Group Chairman Sir Henry Keswick construction, real estate, and finance and insurance. with CPC Politburo Member and Director, Central Leading Group for Financial and The growth of the country’s capital market with high- Economic Affairs, Liu He in Beijing. level services was also covered.
Mainland China, Thailand, Indonesia, Vietnam and Singapore were all on Jardine Matheson Group Chairman Sir Henry Keswick’s itinerary for his annual tour of Group projects and businesses in China and Southeast Asia. In China, Sir Henry visited eight cities. In Beijing, he met Wang Qishan, Senior Leader of the Communist Party of China and Liu He, CPC Politburo Member and Director, Central Leading Group for Financial and Economic Affairs. He also had a meeting with CPC Beijing Municipal Committee Party Secretary Cai Qi. A visit was also made to Hongkong Land’s premium retail and lifestyle development WF CENTRAL, and he met with the Chief Operating Officer of Greatview, James Liu. During his stop in Fuzhou, Sir Henry met with Yonghui Chairman Zhang Xuansong, while in Nanjing, Hangzhou and Chengdu, Sir Henry toured various Hongkong Land projects, including WE City in Chengdu, and some Yonghui stores. In Chongqing, Shanghai and Wuhan, Sir Henry again visited Hongkong Land projects and met with senior officials. In Shanghai, this included a meeting with Party Secretary Li Qiang, who urged the Group to take the Centre: Astra President Director Prijono Sugiarto shows Jardine Matheson Group Chairman Sir Henry Keswick a opportunity of the first China International Import Expo scale model of Astra Biz Center in Tangerang. being held in the city in November 2018 to increase its investment in Shanghai. Sir Henry responded by saying that the Group has had a long history of friendship and co-operation with Shanghai and has great faith in China’s economic prospects. The Group will continue its investment in China and explore new co-operation opportunities with Shanghai in key projects.
04 Key China Meetings for Lord Sassoon
In his role as Chairman of the China-Britain Business Council (CBBC), Lord Sassoon’s annual visit to China took him to Beijing, Shenzhen and Guangzhou for a range of key meetings and events. In Beijing, he met with Wang Qishan, Senior Leader of the Communist Party of China, at its Central headquarters in Zhongnanhai. A number of topics were discussed including the recent 19th Party Congress, the strength of the UK’s financial and professional services sector, and the ‘Belt and Road’ initiative. Lord Sassoon also had meetings with Chinese Academy of International Trade and Economic Co-operation President Gu Xueming, China Banking Regulatory Commission Vice Chairman Wang Zhaoxing, and National Development and Reform Commission Deputy Director General Zhai Dongsheng. Moving on to Shenzhen, Lord Sassoon hosted the 5th CBBC China Outbound Conference and met with new Party Secretary Wang Weizhong. At his final stop in Lord Sassoon with Wang Qishan, Senior Leader of the Guangzhou, he spoke at a UK-Guangdong event Communist Party of China. showcasing new energy vehicles.
During his visit to Thailand as part of his annual tour of Thai Get Southeast Asia, Jardine Matheson Group Chairman Sir Together Henry Keswick and Lady Keswick met with old friends Charoen Sirivadhanabhakdi, Chairman of conglomerate for Group TCC Group and Fraser and Neave, Ltd (F&N), and Khunying Wanna Sirivadhanabhakdi. Sir Henry was also accompanied Chairman by Group Strategy Director Mark Greenberg. Jardine Matheson and F&N are close business partners, with both being a shareholder of Vinamilk. During their meeting, Sir Henry said he was glad to be collaborating with Khun Charoen on the Group’s important investment in Vietnam and looked forward to further collaboration with F&N.
Thistle Volume 1 | 2018 05 From the Centre
The Jardine Matheson Group’s 2017 Asia Pacific Asia Pacific Regional Board (APRB) meeting was held in Taipei with Regional Board the focus on the Group’s performance and strategic direction. Group Chairman Sir Henry Keswick, London Meets in Taipei and Hong Kong Directors, Country Chairmen and Chief Executives of the Group’s main companies all attended the event, which was held at Mandarin Oriental, Taipei. The meeting was addressed by two external speakers. The first gave a thoughtful analysis of mainland China’s direction following the 19th Party Congress, with particular reference to the economy. The second described how the power of data is being harnessed to drive consumer behaviour.
Midnight Gun Heralds 2018
The traditional Jardines’ Midnight Gun Salute to the New Year was fired by Mrs Afifi McNamara, wife of Jardine Matheson Group Corporate Secretary and Director of Group Corporate Affairs Neil McNamara. Mr McNamara is leaving the Group in May 2018 after 29 years of service. As a member of Jardine Matheson Limited’s head office team, he has played a key role in many of the Group’s most significant corporate and strategic developments since joining in 1989. He was instrumental in the setting up of in-house charity MINDSET and remains a Governor. He is also responsible for the development of the Jardine Foundation, which provides scholarships to Oxbridge colleges. The traditional ceremony in Causeway Bay has been a popular local event since the Gun was first fired on the New Year’s Eve after the end of World War II and is often covered as a countdown to the New Year by local and international media.
06 Innovate Jardines Showcases Collaboration and Knowledge Sharing
‘Innovist’ Cindy Christian from United Tractors shares how they are embracing data and technology to create better solutions for both their business and their customers.
Innovate Jardines (IJ) has held its first IJ Showcase A highlight of the Showcase Session was the Session, demonstrating that the two concepts of announcement by IJ General Manager C K Yap of the collaboration and knowledge sharing lie at the heart of Group’s new partnership with Europe’s largest successful innovation. innovation platform, Startup Autobahn. Spearheaded by The Showcase Session shared progress updates on IJ’s IJ, the new alliance opens the door to forming many initiatives to drive innovation across the Group in 2018 other partnerships in the future with innovative and featured presentations from seven out of the 29 technology startups from around the world. ‘Innovist’ teams selected for funding across the three “This Showcase has illustrated how all our Innovist Innovation Challenges since IJ was launched in 2016. It teams are embracing data and technology to create was also an opportunity to acknowledge and celebrate better solutions for both their businesses and their IJ’s progress and successes to date. The event was customers,” said Mr Keswick in his closing remarks. “I attended by 50 guests including the IJ Leadership Team am looking forward to seeing where these ideas and our chaired by Group Managing Director Ben Keswick, Group new partnership with Startup Autobahn can take us.” Directors and Executives, IJ supporters, and innovation and digital colleagues. IJ Chief Executive Officer Michael Poon began proceedings by acknowledging the initiative and dedication of the Innovists behind all 29 ideas, This Showcase has illustrated how particularly as many are pursuing their innovation journey on top of their regular day jobs. Each of the all our Innovist teams are seven Innovist teams then presented their idea, shared embracing data and their learning and experience highlights, and technology to create better demonstrated their prototypes and Proof of Concept verifications. Everything from mobile apps to interactive solutions for both their businesses dashboards and chatbots were on display, showing the and their customers. audience how teams are approaching technologies like Robotic Process Automation, advanced and predictive data analytics and machine learning to create innovative Ben Keswick new solutions for their businesses and customers.
Thistle Volume 1 | 2018 07 From the Centre
Second row, second left: Lord Sassoon beside, 3rd left, Bank of China Lord Sassoon Attends Fortune Global Forum Chairman Chen Siqing along with approximately 150 leaders of Fortune Lord Sassoon, in his roles as Chairman of the 150 Fortune 500 companies, along with Chinese 500 companies and, in the centre of the front row, China-Britain Business Council and Director of the Government officials and business leaders, were Chinese Vice Premier Wang Jardine Matheson Group, attended the opening day present at the three-day event. Yang, Canadian Premier Justin Trudeau and of the Fortune Global Forum in Guangzhou. While Panel discussions held during the Forum focused on the Guangdong Party there, Lord Sassoon also had a meeting with Secretary Li Xi. changes in technology, in politics and the continuing rise Guangzhou Party Secretary Ren Xuefeng. of China. Vice Premier Wang Yang delivered the opening speech at the Forum, which was the fifth to be held in China and had as its theme, ‘Openness and Innovation: Shaping the Global Economy’. The Chairmen and Chief Executives of approximately
Lord Sassoon Participates in Financial Services Summit
Lord Sassoon participated in the UK-China Financial Services Summit in Beijing in his role as Chairman of the China-Britain Business Council. The Summit, which runs parallel to the Economic & Financial Dialogue between UK Chancellor Philip Hammond and Chinese Vice Premier Ma Kai, was co-hosted by HSBC Group Chairman Mark Tucker and China Construction Bank Chairman Tian Guoli. Discussions centred around the ‘Belt and Road’ initiative, capital markets, Fintech and green finance, with Lord Sassoon summarizing the Belt and Road discussion. Lord Sassoon in conversation with China During the event, Lord Sassoon also joined a small Construction Bank Chairman Tian Guoli at the private dinner with Ding Xuedong, Executive Deputy UK-China Financial Secretary-General, State Council, which had been Services Summit in Beijing. arranged by the China International Capital Corporation. At the dinner, Secretary Ding signed copies of his recently published book, ‘From World Factory to Global Investor’, which includes a contributory chapter from Lord Sassoon on Chinese investment in the UK.
08 Lord Powell at Golden Jubilee Celebrations
Matheson & Co Director Lord Powell was a personal guest of the Sultan of Brunei at his Golden Jubilee celebrations, which were held in the country’s capital, Bandar Seri Begawan. The celebrations were accompanied by a parade through the streets of the capital and a banquet attended by The Earl of Wessex, and all Southeast Asian heads of government.
Jardine Matheson Group Managing Director Ben Keswick delivered a keynote speech on ‘Private Enterprises: Governance and Inheritance’ at the China Development Forum 2018 in Beijing.
Group Managing Director Addresses China Development Forum
Jardine Matheson Group Managing Director Ben Firsthand Keswick was a guest speaker at the China Development Forum 2018, which was held in Beijing Look at Group’s and had as its theme, ‘China in the New Era’. Macau Businesses In his address on ‘Private Enterprises: Governance and Inheritance’, Mr Keswick introduced the history Following Jardine Matheson Group Board meetings held of the Group and its businesses worldwide and at Mandarin Oriental, Macau, Group Director Lord spoke of how Jardines is facing the challenges and Sassoon stayed on to visit a number of the Group’s embracing the opportunities of the new era. Macau businesses. Mr Keswick said that in recent years the Internet has Macau is an increasingly significant profit centre for the reached out to every aspect of people’s daily life, Group and, reflecting its importance, now has a country with China seeing the fastest development of it representative, Melina Leong. During his stay, Lord anywhere in the world. He said that Jardines has Sassoon enjoyed a lunch with representatives of the 14 closely aligned with this trend by accelerating its Group business units operating in Macau and visited the development of Internet technology in its Zung Fu showroom, a San Miu supermarket, the newly businesses, and cited e-commerce at Yonghui and opened Starbucks Reserve in MGM Cotai, a Mannings online sales at Mannings as two examples. located in The Venetian Macao and a KFC outlet in The Galaxy Macau. Mr Keswick told the Forum audience that Jardines has strong confidence in the economy of China and its future development. The Group has been committed to investing in the large China market for many years and will continue to explore new business models and opportunities as the new era unfolds.
Centre: Lord Sassoon, second right, Melina Leong and, far right, Executive Assistant to Chief Representative, Macau, Alzira Lao join the Starbucks Reserve team at their newly opened outlet in MGM Cotai.
Thistle Volume 1 | 2018 09 Perspective Zung Fu Gears Up for Auto Revolution
A more customer-centric approach is the focus for best respond to these fast-moving developments and Zung Fu as it rises to the challenges being brought use new technologies to re-define customer interface about by the impact of disruptive technologies on and provide an inspiring and excellent customer the global automotive industry. journey.
It is predicted that the industry will experience Not surprisingly, Mercedes-Benz and parent company more disruption in the next decade than it has in Daimler AG are playing a leading role in this the last 50 years driven by four main areas of automotive ‘revolution’ taking connectivity to a new change, often summarized by the acronym CASE – dimension in comfort, safety, and entertainment, Connectivity, Autonomous driving, Shared and pioneering autonomous driving, addressing the Services and Electric cars. Together these are mobility of the future with a broad range of intelligent, changing the whole automotive landscape and flexible-use services, and introducing the Mercedes- how the industry deals with manufacturing, data Benz ‘EQ’ (Electric Intelligence) brand. analytics and value chains, in particular, the customer experience. “Connected, Autonomous, Shared, Electric: Each of these has the power to turn our entire industry upside As the exclusive retailer of Mercedes-Benz cars in down,” said Zung Fu Chief Executive Ben Birks, “but Hong Kong and Macau, with one of the highest the biggest challenge for Zung Fu is combining them market shares for Mercedes-Benz worldwide, and into a comprehensive, hassle-free package, which an expanding presence across Southern and offers our customers a notably more enjoyable, Western China, Zung Fu is exploring how it can transparent and convenient usership experience.”
10 Automotive Trends Driving Ahead in Hong Kong In Hong Kong and Macau, where Zung Fu has two new brand centres, the Kowloon Autohaus in Hung Hom, - Connected opened in 2017, and Island Autohaus in Chai Wan, due to C open in late 2018, and one showroom and service centre By 2020, 100% new cars in US, in Macau, the company is increasingly using technology EU and China will be ‘connected’. and data analytics to tailor and personalize both the buying and owning experiences for customers. “We need to understand all of our customers’ individual needs and their behaviour if we are to maintain our competitive advantage,” explained Zung Fu Managing Director, Hong Kong Aaron Lee.
The connected car is able to communicate and interact between With customer segmentation, Zung Fu is able to gain a cars or with traffic management infrastructure. deeper understanding of customers’ preferences, and maximize cross and up-selling opportunities in areas such as aftersales services, finance, insurance, used car sales, and car accessories. For example, customers who A - Autonomous have serviced and insured their cars with Zung Fu over periods of at least two years are being offered rewards Nearly and fully autonomous vehicles including extended warranty on the repair and parts to grow to 80 million in 2030. replacement costs of key components. Data is gathered from customers on purchase of a 80 million vehicle and through regular surveys by Zung Fu’s marketing team and Business Development Centre. By focussing on key points such as their driving pattern, brand preference and interests it helps to build customer 0 2018 2030 profiles. Subsequent special events, including live viewing of an F1 Grand Prix for sports car enthusiasts at Zung Fu’s Mercedes Me venue in Central and a test drive at Disneyland for customers with families, also aid Zung S - Shared Fu in providing personalized service. Global vehicle sales growth will “Moving forward, we plan to develop a single view be dampened by shared mobility Customer Relationship Management system to further but not halted. consolidate and refine customer data and introduce a comprehensive loyalty member programme to reward 115
87 and serve our customers better,” added Mr Lee. Customer convenience is another important element of million million the customer journey. Last year, Zung Fu introduced an online system for its aftersales services, which allows customers to book their service anytime, anywhere and get real-time confirmation. In its first three months, 600 2015 2030 customers registered. A new courtesy car on demand service where customers can drop off their car at a Zung Fu service centre and then continue on their way with minimum fuss has also proved popular, along with Zung E - Electric Fu’s guarantee of a same day return for cars undergoing Global forecast of electric vehicle sales a regular maintenance service. Most recently, Zung Fu is in the US, EU and China. exploring a premium ‘Drop & Fly’ service where rather than leaving their car at the airport, customers would drop it off to Zung Fu staff at an airport hotel. While they 44 million were away, the car would be serviced and then ready for pick up at the same location on their return. 1 million “This hassle free experience means that customers would be travelling in style, would not have to spend 2017 2030 valuable time having their car serviced and would return from their trip to a finely detailed and waxed car,” said Director of Aftersales Samson Cheng.
Sources: Figures extracted from the reports of PwC and McKinsey.
Thistle Volume 1 | 2018 11 Perspective
Leading the World New job profiles for sales personnel ensure that increasing product complexity and digitization are During the more than 60 years since its establishment taken into account, as well as the individual needs of in Hong Kong, Zung Fu has had a strong brand customers. For example, Star Assistants are now the presence, continually raising the standards of the first point of contact for a customer at a showroom’s vehicle ownership experience with its contemporary reception where they clarify a customer’s needs and showrooms. then immediately forward them to the appropriate Last year, Zung Fu became the first Mercedes-Benz person for advice, or a service or sales conversation. dealer in the world to incorporate the new MAR 2020 Product Experts explain the special features of vehicle Autohaus design, when it completely refreshed and models and their technologies directly on the vehicle modernized its Kowloon Autohaus in Hung Hom. With or on digital devices and screens to interested parties. the focus on personal interaction and physical product All this and more will be available later this year when experience, the upgraded facilities include a larger Zung Fu unveils Hong Kong’s largest Autohaus, on the showroom, new reception setup and a new lounge Eastern Harbour waterfront in Chai Wan. The nine- where customers can relax, enjoy the services of a storey 4S (Sale, Spare parts, Service and Survey) MAR bistro café and interact with the latest digital tools. 2020 flagship store will incorporate a showroom, “The MAR 2020 Autohaus concept gives a thorough office, aftersales service workshops, used car display, insight into the future world of experience when the enormous event space, bistro café and customer showroom becomes a stage,” explained Ben Birks. training centre. “A focal point of the new brand presence is the “Both the Hung Hom and new Chai Wan autohauses amalgamation of the analogue and digital world. reflect the shift in our industry from a rational, Customers are experiencing a new level of quality at transactional relationship to relational bonding. the point of sale through a combination of spatial They offer more opportunities to engage with our design, innovative advisory processes and the customers, to get to know them better, to offer a more introduction of digitalization in advice, sales and personalized service and to be their true partner on service.” the road,” said Mr Birks.
In 2017, Zung Fu became the first Mercedes-Benz dealer in the world to incorporate the new MAR 2020 Autohaus design when it modernized its Kowloon Autohaus.
12 The roll out of WeChat Pay across all Zung Fu China’s Mercedes-Benz outlets last year offers considerable convenience to end-consumers. “Sometimes innovation comes in the form of answering a simple question – ‘How can we do things better?’” explained Zung Fu Group Finance General Manager Wilman Chong, who is responsible for the WeChat Pay initiative. “We can apply current technology to ideas for eliminating any friction during the customer journey while rationalizing use of resources at the backend.” Also in the ‘convenience’ category, Zung Fu has
Research shows that millennials, who repackaged its aftersales services to make them more will make up almost a third of China’s attractive and raise customer retention rates. total population by 2025, are ready to embrace a digital auto life. Improvements in maintenance, insurance and downstream businesses such as accessories and car spa have contributed to a significant increase in penetration, with more existing and new car owners Setting the Pace in China buying aftersales packages. China is embracing innovation and the elements of CASE Another innovation being introduced to aid customer at a fast and impressive pace. In the markets across convenience is an auto gate smart connection, which is Southern and Western China where Zung Fu now has 31 being launched in all Zung Fu China dealerships in the Mercedes-Benz outlets, including 21 4S full-service second quarter of 2018. This will include automatic dealers, seven showrooms and three service workshops, passing management with number plate scanning. the company is well placed to respond to the changing role of the car in people’s lives. “Research shows that millennials, who will make up 30% of China’s total population by 2025, are ready to embrace a digital auto life,” said Zung Fu China Managing Director Elton Chan. “Ninety per cent of this group start their car research by browsing online and 61% feel digital elements give a premium feel when they Zung Fu China is visit a showroom.” determined to become On its path towards a new mindset and business model, customer ‘obsessed’ Zung Fu China is determined to become customer ‘obsessed’ and to use digital technology and innovation and to use digital to provide customers with a seamless experience in their technology and innovation online research, dealer visits, vehicle purchases and to provide customers with aftersales services. a seamless experience Several key projects are already underway to improve in their online research, the customer journey and deliver an enjoyable, transparent and convenient experience. In the dealer visits, ‘enjoyable’ category, e-gaming, which has become vehicle purchases and hugely popular in China, is being installed in the aftersales services. customer waiting zones of several dealerships in the first half of this year. In the ‘transparent’ area, an internet-based B1 platform for the used car business was launched in January in the form of an App, known as Da Feng Che. The app includes internal management and market information, and multiple functions from stock management to quotation and evaluation.
Thistle Volume 1 | 2018 13 Perspective
Keeping Up One of the major challenges for the auto industry is keeping up with the speed of change being brought about by disruptive technology. Traditional viewpoints and business models have to make way for new ones along with the impact of new technologies, and vehicles that are increasingly becoming ‘computers on wheels’. We are excited about the future and committed to embracing all When the Hong Kong Government waived first registration tax for electric cars, over 2,000 new electric the elements of CASE as we further vehicles were registered during a nine-month period enhance the customer experience. in 2016. Since the incentive was axed in 2017, that number has dropped significantly while the registration of gasoline and diesel-powered vehicles has picked Zung Fu up considerably. It remains to be seen if the latest Chief Executive policy unveiled in the 2018 budget, which includes a Ben Birks HK$250,000 (US$32,000) electric car tax concession for eligible drivers who scrap old vehicles, will help to boost the numbers of electric vehicles on Hong Kong’s roads, and how big a role Government policy plays in altering the trend. The situation is different in China where, according to Forbes, nearly one in every 50 automobiles sold there last year was an electric car, a strong indication of its rapid move towards an all-electric future. The impact of this on the auto industry is immense, especially when combined with the development and implementation of new mobility technologies in the nation’s megacities and the prediction that two out of three millennials in China will live in cities by 2025. During 2018, Zung Fu will increase its electric vehicle outlets in mainland China from three to six and in 2019, both China and Hong Kong will welcome several new Mercedes-Benz electric vehicle models, including the new GLC EQ model.
14 Contemporary showrooms such as this one in Zunyi, China play a key role in Zung Fu’s drive to provide an inspiring and excellent customer journey.
As current global trends continue to reflect the move away from traditional car ownership, mobility solutions such as robo cars, which could be fully integrated into a Zung Fu city’s infrastructure, are being explored and considered. Car-Sharing While that may be some way off, other trends such as Gathers Momentum access to cars on demand through part or subscription ownership, ride-sharing services, car leasing and pay One of the winning ideas to gain funding in the first Innovate per use are already becoming a reality in many cities Jardines Challenge on the Group’s motor dealerships is already around the world. Zung Fu is in the process of exploring in operation and gathering momentum. The closed online co-operation opportunities with online players in the car-sharing platform has been developed by a team from Zung mainland China market in the form of partnership and Fu China and is being piloted at six outlets in Shenzhen with investment, and is also planning to establish its own plans to extend the ready-to-go business model to other fleet services in the near future. dealerships across the Zung Fu network. As the role of the traditional 4S dealer is forced to By paying a fee, Zung Fu customers can enjoy driving a substantially change, the challenge for companies like Mercedes-Benz model, while by sharing their cars, other Zung Zung Fu is to ensure that it is its customers that benefit Fu customers are able to receive monetary rewards. most, and to continue to expand its customer base. “Creating a sharing community exclusively for Zung Fu Incentives such as the Agility Special Promotion package customers has many benefits,” explained Head of Business launched by Zung Fu two years ago are designed to and Retail Development Maureen Lu. “It gives them access to make buying and owning cars more appealing, while the the whole range of Mercedes-Benz vehicles and options to company’s close relationship with Mercedes-Benz, not drive a vehicle in cities across the Zung Fu network, while it only in car sales but also in providing financial services, also makes better utilization of idle vehicles and generates allows it to ride on schemes provided by Mercedes-Benz revenue.” Financial Services (MBFS), and work with MBFS to refine and upgrade existing programmes. Typical use of the car-sharing platform, which operates via WeChat, includes booking a larger vehicle for weekend use, “We are excited about the future and committed to test driving over a longer period to help with a purchase embracing all the elements of CASE as we further decision, and meeting mobility needs when a car is in for repair. enhance the customer experience,” said Ben Birks. “We recognize that Zung Fu needs to be constantly alert and “We hope car-sharing will enhance customer loyalty and agile, anticipate better and be ready to change to remain promote Zung Fu brand value,” said Ms close to our customers. We want people to buy cars, and Lu. “In the longer-term, we also hope better use their cars because of us. In that way, we will that it will inspire new journeys with continue to stand out from our competitors,” he new business partners and a spirit of concluded. innovation in Zung Fu China.”
Thistle Volume 1 | 2018 15 Taking the Lead
Astra Investment Will From Left: GO-JEK Chief Executive Officer and Founder Nadiem Makarim; Indonesia’s Minister of Communications & Information Rudiantara; and Astra President Bolster Indonesia’s Director Prijono Sugiarto raise the flags of their respective institutions to symbolize the spirit Digital Economy of collaboration between them.
In a move which will bolster Indonesia’s digital Mr Sugiarto said Astra was excited at the prospect economy, Astra is to make a US$150 million equity of working with a national champion like GO-JEK investment (around Rp2 trillion) in GO-JEK, the because of its social mission to improve the country’s largest on-demand consumer platform. welfare of Indonesians. By combining Astra’s automotive expertise with “This is aligned with Astra’s commitment to GO-JEK’s reach with consumers, the two national support the development of micro, small and champions will explore how they can work medium enterprises.” together to deliver economic growth for Indonesia GO-JEK Chief Executive Officer and Founder through productivity gains, bringing people into Nadiem Makarim said that the collaboration with the formal economy, and aiding product and Astra was a significant milestone. service innovation that will create new markets. “Our two organizations share a common belief Since its founding, GO-JEK has provided a stream – that by working together, we can accelerate of income for millions of Indonesians. It currently economic development and improve life for has over 1 million registered riders and over millions of people across the country.” 125,000 merchants and 30,000 talents on its platform, providing a range of services including GO-JEK President and Co-Founder Andre Soelistyo transportation, food delivery, couriers, domestic also said that as one of the most diversified cleaning, and payments. The company facilitates business groups in Indonesia, Astra would over 100 million transactions each month. support GO-JEK as it accelerated its pace of innovation. “GO-JEK is at the forefront of Indonesia’s digital economy and we are excited to be part of its “We will benefit from Astra’s knowledge and incredible journey,” said Astra President Director operational expertise, as well as synergies across Prijono Sugiarto. “By collaborating with GO-JEK, our two organizations,” added Mr Soelistyo. Astra wishes to create value within its existing business, while also accelerating our digital initiatives.”
16 Mandarin Oriental Hotel Group (MOHG) is adding several Mandarin Oriental Happenings new properties to its portfolio, embarking on a major Across the World restoration, and has appointed a special team member. In London, MOHG is to manage a second property, located on Hanover Square in the heart of Mayfair. The boutique hotel will feature 50 guestrooms and suites and 80 Residences at Mandarin Oriental, sited on the building’s upper floors. Hotel Ritz, Madrid, which first opened its doors in 1910, has closed for a US$121 million restoration. The extensive work will significantly upgrade the hotel’s facilities and services, while maintaining its unique character. In Barcelona, MOHG is to brand and manage 34 Residences by Mandarin Oriental housed in a 20-storey tower with a prime location at the intersection of Passeig de Gràcia and Avinguda Diagonal. The contemporary apartments will provide panoramic city views. MOHG is also adding another property to its portfolio in Chile. Urban resort Mandarin Oriental, Viña del Mar will feature 195 guestrooms and suites and be a natural partner to Hotel Santiago, which the group will rebrand as Mandarin Oriental, Santiago later this year. Meanwhile, the newest team member at Mandarin
A computer rendering of Oriental, Las Vegas is Pepper®, the humanoid robot, Mandarin Oriental who has been appointed the hotel’s Technical Mayfair, London, which is expected to open in 2021. Ambassador. The 1.2-metre-tall Pepper combines innovation with personalized service and can discern a guest’s gender and mood and even pose for a selfie.
Jardine Schindler Delivers in Indonesia
Jardine Schindler’s joint venture in Indonesia, PT Berca Schindler Lifts, has won a major contract from Transmart Carrefour as part of an expansion of its hypermarket network throughout the country’s provinces. Schindler will be the sole supplier of the elevator and escalator equipment for the complex multi-mall project, which will involve the development of more than 51 stores over a period of two years. Schindler will deliver a total of 474 units comprising 118 units of the Schindler 9300 Escalator, 254 units of the Schindler 9500 Moving Walk and 102 units of freight elevators. Schindler has meticulously planned the installation of the units in order to meet the project’s ambitious construction plans. Working closely with Transmart Carrefour, Schindler has designed solutions for each mall that will efficiently and effectively move people and products to ensure the most comfortable experience Transmart Carrefour Setiabudi Semarang, possible. one of the mall projects across “Strong customer relationships are built on consistency Indonesia for which PT Berca Schindler Lifts will in meeting the expectations of our customers,” said PT supply elevators and Berca Schindler Lifts President Director Willis Phua, escalators. “and this partnership with Transmart Carrefour demonstrates the client’s trust in us to deliver as promised.”
Thistle Volume 1 | 2018 17 Taking the Lead
New Store Concepts for Guardian Singapore and Mannings China
Guardian Singapore and Mannings China have each launched new store concepts – Guardian Singapore its first beauty concept store and Mannings China, the M-Studio. Guardian Beauty at Jurong Point is a one-stop-shop for beauty lovers, which includes a ‘trial and play’ zone for new beauty products, skincare advice, and basic beauty services provided by specially trained beauty advisers. The new store offers first-to-launch, exclusive beauty brands and an expanded product range, and also caters for younger customers with more choices at pocket- friendly prices. Guardian Singapore has also moved into vending machines to bring more convenience to customers by making health and beauty essentials available 24/7. The cashless payment vending machines, which have been installed at five community locations, include over-the- M-Studio, Mannings’ new flagship store in Shenzhen City. counter medication. To date, Mannings China has opened two M-Studio stores, one in Shenzhen and one in Beijing. The M-Studio concept differs from Mannings China general stores by providing customers with a more interactive experience including makeup, health consultations, and a cosmetics zone. Interactive LED screens allow customers to play games and retrieve coupons to use in store. The latest M-Studio in Beijing also features a new O2O digital wall, which enables customers to purchase both Mannings China and Mannings Hong Kong products online through cross border e-commerce.
PermataBank Launches Innovative E-Bond
As part of its drive to embrace e-commerce and respond to market needs, Astra business PermataBank has launched an e-bond, the first bond transaction service to be conducted through internet banking in Indonesia. The launch event was held in the Main Hall of the Stock Exchange, Bursa Efek Indonesia. E-bond is an online transaction feature specially designed to fulfill customer needs in bond investment using PermataBank’s internet banking service. The e-bond is expected to give customers easy and convenient access to wealth management products, anytime and anywhere. To receive the e-bond service, customers can visit a PermataBank branch to purchase their first bond. They then need to register with PermataBank internet banking, after which they can easily access the PermataNet to buy or sell e-bonds.
18 Hongkong Land Projects in the Limelight
Hongkong Land and Astra International are to build another residential property venture, Arumaya, in the major business district of TB Simatupang in South Jakarta. The Rp1 trillion (US$72 million) project follows on from the successful launch of Anandamaya Residences in 2014. Set in an area of approximately one hectare, ARUMAYA will comprise 262 units including garden villas, each with a private pool, and apartments in a 22-storey tower with an infinity pool on the top level. Units will incorporate a range of innovative ‘smart living’ features and the exclusive development will be flanked by two MRT stations. In Beijing, the Chief Executive of the Hong Kong Special Maxim’s new Shake Administrative Region, Carrie Lam, has visited Shack outlets will feature signature items including Hongkong Land development WF CENTRAL. the ShackBurger®, Shack-cago Dog®, Mrs Lam was shown around the premium retail and classic crinkle-cut fries, beer, wine and frozen lifestyle development by Hongkong Land Executive custard ice cream. Director Raymond Chow, learning how its design connects with the history and environment of the Wangfujing area, and its significant role in the ongoing transformation of communities. The Chief Executive Maxim’s Group also viewed ‘Digital Revolution’, an immersive and multi-dimensional exhibition presented for the first time Extends Regional in Asia by the renowned Barbican Centre. Presence
Maxim’s Group is further extending its regional presence. Having entered the Singapore market for the first time in 2017 with Starbucks, Maxim’s has added Genki Sushi to its portfolio there and now operates a total of 135 Starbucks and five Genki Sushi outlets in the city-state. Maxim’s first began operating Genki Sushi in Hong Kong in 2006, expanding from its original 17 outlets to become the largest sushi chain in Hong Kong with 61 outlets and extending the brand into many first and second-tier cities in mainland China. In its latest move, Maxim’s has signed a licence agreement to become the operator of Shake Shack, the popular American modern day ‘roadside’ burger brand, in Hong Kong, Macau and East China. Maxim’s plans to open Hong Kong’s first Shake Shack during 2018 and in Shanghai in 2019. Shake Shack’s fine dining heritage and commitment to
Centre right: Hong Kong premium ingredients, coupled with its fun and lively SAR Chief Executive Carrie environment, have earned the brand a cult-like following Lam and other officials receive a briefing on WF around the world. CENTRAL from, centre left, Hongkong Land Executive Director Raymond Chow.
Thistle Volume 1 | 2018 19 Taking the Lead
Latest Astra Honda Motorcycle Attracts Attention
The latest variant of the dual-sport Honda CRF150L motorcycle by PT Astra Honda Motor certainly attracted the attention of the 1,300 participants at the ‘Earth Pandanaran’ ‘trabas’ event at Klaten, Central Java, where it was regionally launched by Astra Motor as the main distributor. Central Java has become a big market in Indonesia for the CRF150L, which is equally at home on dirt and road surfaces, due to the large community of trabas, or on/off motorcycle lovers, in its various regions. “Central Java has about 300 mountains, hills and highlands,” said Astra Motor Central Java Marketing Region Head Sukamto Margono, “and this natural landscape is very suitable for trabasan lovers. That is why the CRF150L is so popular there. It meets the needs Show-Stopping of the community of motorcycle lovers in all respects.” Handover for Jardine Motors UK Clients
The handover of ten limited-edition Vanquish S Red Arrow Aston Martins purchased through Jardine Motors Group UK’s Aston Martin Cambridge dealership was a once-in-a-lifetime experience for their new owners. The grand unveiling of the cars took place at RAF Scampton in Lincolnshire and involved an action-packed day which included a jaw-dropping display over the airfield by the Red Arrows, the opportunity for the new owners to take to the skies themselves in a Blades display aircraft, the experience of a Red Arrows pilot briefing and a flight in an R44 or King Air helicopter. “The Aston Martin Vanquish S Red Arrows edition is a stunning example of what can be achieved through Q by Aston Martin,” said Aston Martin Cambridge Dealer Principal Simon Lane. “By collaborating to bring Aston Martin and the Red Arrows together in this unique way, we feel it is a fitting tribute to the very best of British achievement and engineering prowess. Each of the cars is a stunning example of automotive excellence and The Honda CRF150L is set to become a trendsetter among design aspiration.” Indonesian on/off motorcycle enthusiasts.
firms for ‘Next Generation Security’ – a Business leaders also appreciate Adura’s JTH Group Adds market that is forecast to grow from refreshing approach to aligning business Cybersecurity US$10.9 billion in 2016 to US$31.6 billion goals with security priorities. in 2020. “Using nearly 100 security control checks, Business Line The new business has been welcomed by the Adura team provided us with a measured many clients. risk assessment that helped us align our JTH Group has added a cybersecurity security priorities and budget with our business line to its operations, in addition “Adura has a strong team of cybersecurity business objectives,” explained Jardine to JOS and Innovix. experts and we are glad to have their Aviation Services Group General Manager, services on our Cyber Essentials framework Adura, which has been spun off from JOS’ Technology and Process, John Harrison. to provide us with in-depth analysis on security consultancy unit, will offer a wide cyber risks,” said Jardine Engineering range of cybersecurity consulting services Corporation Director Edward To. and work across all industries to prepare
20 O2O Success for 7-Eleven South China
Responding to market trends, 7-Eleven South China has been promoting its O2O (Online to Offline) delivery service, resulting in a significant increase in sales. Since August 2017, 7-Eleven South China has been promoting its O2O delivery service in eight cities using leading group buying website Meituan. By the end of last year, the number of 7-Eleven South China operating stores had increased to 330 and Meituan had contributed a 3.3% increase in extra sales for all stores. According to Meituan’s annual summary, 7-Eleven’s World Trade Centre Square store in Shenzhen completed 6,185 orders in a five-month period, outperforming 94% of other sellers. Last year, China’s delivery market expanded rapidly with 300 million delivery service users and a general merchandising value of over RMB200 billion (US$32 billion). During 2018, 7-Eleven South China will continue to expand its O2O delivery business and begin operating on two more delivery platforms, 7-Eleven South China has been promoting its O2O delivery JD and eleme, with the aim of further increasing service in eight cities. both business volume and sales growth.
Appreciation Event for Cycle & Carriage Customers
To celebrate the arrival of a new range of Mercedes- Benz Euro VI Trucks, Cycle & Carriage in Singapore held an exclusive Customer Appreciation Night for 200 commercial vehicle customers. Guests were able to enjoy a close-up experience with the newly launched Euro VI Trucks – the Atego and Arocs – and the other light commercial vehicles on display. The new range of Atego and Arocs trucks has been developed to provide fuel efficiency and comfort for both driving on the road and at construction sites. Fuel-efficient Euro VI engines ensure lower fuel consumption, while a ‘FleetBoard Performance The newly launched Analysis’ system evaluates drivers’ driving styles and Mercedes-Benz Euro VI Trucks – the Atego and Arocs. identifies and helps change habits that are not fuel efficient. The trucks are also armed with the Mercedes PowerShift 3 automated gearshift that provides a comfortable driving experience and better handling of the vehicle on rough terrain. Cycle & Carriage’s Mercedes-Benz Commercial Vehicles serve a wide range of customer profiles for both retail and fleet sales. Cycle & Carriage also provides aftersales services at its Pandan Loop Service Centre.
Thistle Volume 1 | 2018 21 Recognizing Performance
Gammon Asserts The K-Frame developed by Gammon has won second prize for ‘Construction Productivity’ at the CIC Leadership Position Innovation Awards.
Gammon Construction has asserted its occupational diseases among leadership position in sustainability and construction workers using hand-held innovation with its latest achievements. electric breaker tools. During site trials on Gammon projects, the innovative BIAVE Gammon has become the first Asian reduced hand-arm vibration by a remarkable company to be assessed to the new ISO 90%. 20400 standard on sustainable Innovation is at procurement. The assessment was The other CIC award was second prize for the core of Gammon conducted by third-party evaluators Action ‘Construction Productivity’ for the ‘K-Frame’, culture and we shall Sustainability who played a leadership role which features in a new range of machines in developing the standard. ISO 20400 was developed by Gammon for the erection continue in that spirit to established by around 50 nations in liaison of segmental bridges. The K-Frame enables enhance further with organizations such as the United multifunction capability with a high productivity and Nations. lifting power to self-weight ratio of more than two to one. The new machines are Gammon is well known in Hong Kong and safety in the industry, assembled from a common parts library Asia for its sustainability leadership and has as well as to lower of interchangeable modules and enable the won several sustainability awards. construction costs. erection of virtually all types of segmental The group’s long-term pursuit of innovation bridge. has also earned it two prizes at the “Innovation is at the core of Gammon Construction Industry Council (CIC) Gammon culture and we shall continue in that spirit to Innovation Awards for new breakthroughs in Chief Executive enhance further productivity and safety in the industry. Thomas Ho the industry, as well as to lower construction In partnership with the Hong Kong costs,” said Gammon Chief Executive Polytechnic University, Gammon won first Thomas Ho. prize for construction safety for the Bio- Inspired Anti-Vibration Exoskeleton (BIAVE), which helps to prevent hand-arm
22 Mandarin Oriental Hotel Group’s (MOHG) renowned Star-Studded Line-Up excellence and innovation in food and beverage, and its at Mandarin Oriental passion for creating memorable dining experiences have once again been recognized in the 2018 Michelin Guides. MOHG now has 21 Michelin stars in 14 restaurants across its portfolio – more than any other hotel brand in the world. Reflecting Mandarin Oriental’s range of culinary expertise, the stars have been awarded for excellence in a variety of diverse cuisines, ranging from Spanish and Italian to historic British, contemporary and traditional French, and exquisite Chinese. Two new additions to MOHG’s Michelin star-studded line-up include Le Normandie, the legendary French restaurant at Mandarin Oriental, Bangkok, which received two stars in the city’s inaugural guide, and the much-admired Yee Tung Heen at The Excelsior, Hong Kong, which has been given its first star. “We are delighted to once again receive these prestigious accolades,” said MOHG’s Corporate Director Yee Tung Heen at The Excelsior, Hong Kong. of Food and Beverage David Nicholls. “This reflects the dedication to great food and service that Mandarin Oriental hotels offer around the world.”
IT Award for Astra Infra Toll Road
The Astra Infra operated toll, Tangerang-Merak, has received the ‘Top IT & TELCO 2017’ award from ITech magazine for its innovations in automated multi-class vehicle sensor technology systems, known as ‘Automatic Vehicle Classification’ (AVC). Tangerang-Merak is the first toll road company in Indonesia to develop the AVC technology system, which incorporates a treadle and overhanging sensor for the closed toll system. The AVC combines data from both these to produce information on vehicle classification. In line with the trend in transactions away from paper Centre: Astra Infra Toll Road entrance passes and towards e-money, the AVC records Tangerang-Merak Information Technology Manager Haryanto vehicle data and point of entry as soon as road users tap Akbar receiving the Top IT & TELCO their e-toll card on a reader to determine the tariff 2017 award from Indonesia Information Forum Technology payable, which is then debited at their point of exit. Representative Azhari Abidin. “It is expected that the development of this system will continue to provide the best service for road users,” said Information Technology Manager Haryanto Akbar who received the award on behalf of the IT team at PT Marga Mandala Sakti, concession holder of the 72.5 kilometre- long road, which is part of the Trans-Java Toll Road network.
Thistle Volume 1 | 2018 23 Recognizing Performance
Digital Transformation a Winner for Pizza Hut HK
Pizza Hut Hong Kong’s (PHHK) digital transformation has been recognized at the International Data Corporation’s (IDC) inaugural Digital Transformation Awards, which were held in Singapore. The new Awards aim to recognize institutions that have significantly transformed markets using digital and disruptive technologies across the Asia Pacific region. PHHK under the umbrella of Jardine Restaurant Group HK was named ‘DX Leader (Regional) Information
Visionary’ and ‘DX Leader (Hong Kong) Information The JASG modified stairs in use to open the cargo hold of an Airbus A380. Visionary’ for transforming its traditional Customer Relationship Management (CRM) into Social Media CRM in mid-2015 by launching a new mobile app, which Ramp Innovation embedded three innovative features – mobile queue ticketing for dine-in, points sharing between family and Recognition for JASG friends, and surprise e-coupons. Jardine Aviation Services Group (JASG) was voted the The PHHK App has had over 500,000 downloads and the best entry for ramp innovation in the Ground Handling number of member sales out of total company sales International Safety Awards 2017 for modification grew from 27% in 2014 to over 46% in 2017. measures to service stairs that minimize cargo hold door “The app has meant that PHHK now interacts with damage. customers faster, gets more data insight for re-targeting, JASG was the first ground handler in Hong Kong to use drives higher customer loyalty and sales, and is service stairs to open wide-body aircraft hold doors. gradually increasing its market share,” said PHHK Chief However, with the introduction of A380 aircraft, JASG Executive Alan Chan. observed a potential risk of aircraft damage caused by the cargo hold door hitting the stair safety barrier. The JASG safety team subsequently modified the safety barrier by installing a full-size cushion in bright yellow on the side facing the aircraft. The solution has proved very effective not only in avoiding aircraft damage, but also in helping the operator judge the distance more accurately when positioning the stairs.
Astra Corporate Communications on Top
Astra’s Corporate Communications team has come out on top in the Indonesia PR of the Year 2017 programme organized by MIX – Marketing Communication magazine. Astra received the ‘CorComm Team of the Year 2017’ award in the ‘various’ and ‘automotive industry’ categories reflecting its consistency in meeting the main criteria of the award, which included retaining a good company image, handling crises and demonstrating a high standard of internal and external communications.
24 JLT Scoops Prestigious Pension Industry Award
Jardine Lloyd Thompson’s (JLT) UK Employee Benefits Investment Solutions team has been named ‘Investment Consultant of the Year’ at the Local Authority Pension Fund Investment Awards 2017. The Awards recognize the best in the UK local authority pension fund sector, and JLT overcame stiff competition from industry rivals to claim the top accolade, with the Mannings has always judges saying that it “demonstrated a continued ability put meeting the health and beauty to adapt to the evolving needs of the sector.” needs of its customers first. Impressive Tally High Rankings for Group at for Tunas Group HKRMA Awards The Tunas Group, Jardine Cycle & Carriage’s leading Jardine Matheson Group companies carried off an automotive retail group in Indonesia, has been ranked impressive tally of trophies at the annual Hong Kong among Forbes Indonesia’s ‘50 Best of the Best Retail Management Association’s (HKRMA) ‘2017 Companies 2017’. At 39th place, this is Tunas’ first Service & Courtesy’ awards, which are widely regarded entry onto the prestigious list. as the ‘Oscars’ of the retail industry in Hong Kong. Tunas garnered further plaudits from the ASEAN For the fifth time, Maxim’s Group business Maxim’s Corporate Governance Scorecard and Indonesian Cakes won in the ‘Bakery Shops’ category, carrying Institute for Corporate Directorship, which named off a total of five prizes, while Hong Kong Starbucks Tunas one of Indonesia’s ‘Top 50 Mid Cap’ public listed employee Leung Po Shan carried off the ‘Individual Prize companies. Brand Finance Asia & SWA magazine also Winner – Supervisor Level’ title in the ‘Food Shops’ rated it among the nation’s ‘Top 100 Most Valuable category. Brands 2017’. Pizza Hut Hong Kong (PHHK), which has been providing quality dining experiences for 36 years, continued its Tunas Directors impressive run by winning awards for the 23rd Tenny Halim, left, and Kent Teo consecutive year. with the Forbes award. PHHK won Service & Courtesy awards for both the ‘Supervisory’ and ‘Frontline’ levels in the Restaurant category and scooped an ‘Outstanding Performance’ award for ‘Mystery Shopper Full Scores’. In addition, Pizza Hut Delivery received a ‘Supervisory’ level Service & Courtesy award in the ‘Quick Service Restaurant’ category. “Our ‘Customer Mania’ culture is really paying off!” said PHHK Chief Executive Alan Chan. Mannings Plus continued the Group’s winning streak with its sixth HKRMA ‘Best Service Retailer’ award in the ‘Personal Care Products’ category. Mannings Baby also won the same award in the ‘Baby and Children’s Commodities’ category.
Thistle Volume 1 | 2018 25 Showing Spirit Walk Up Jardine House A Colourful Occasion
In keeping with its theme ‘Colour Up Our people in recovery and friends from Lives’, the 2018 Walk Up Jardine House was MINDSET’s NGO Partners, namely Baptist Oi a colourful occasion as over 600 people Kwan Social Service, Caritas, Castle Peak On Mental Health including Jardine Matheson Group Hospital, Kwai Chung Hospital, New Life from the Jardine executives, colleagues from Group Psychiatric Rehabilitation Association, companies, business associates, their Richmond Fellowship and The Mental Health Ambassadors families, friends and people recovering Association, also joined in to cheer for the from mental illness, gathered together to runners and perform sand painting, run or walk up 49 floors to reach the puppetry and music for supporters. Penthouse of Jardine House at a height of A total of 75 corporate teams competed, 600 feet. In its 33rd year, the event raised including 38 teams from business associates HK$3.3 million (US$420,000) for MINDSET and 37 teams from Group companies, as well Youth Ambassadors from to support mental health services in the Castle Peak Hospital as 43 individuals. Twenty students from prepared lovely colour community. drawings as souvenirs for MINDSET’s ‘Health in Mind’ school the major sponsors of Walk Up Jardine House. “We hope that this year’s theme will inspire programme also participated in four teams. everyone to bring positive energy into their The awards for the highest amount of funds lives,” said Group Managing Director and raised went to Mercedes-Benz Hong Kong in MINDSET Chairman Ben Keswick. the Business Associates category and to The event included a new category Dairy Farm in the Group Business Units for friends in recovery who category. Dressing up as Pikotaro, the formed six teams to vie for the Hongkong Land team took home the coveted NGO race winning title. Over 150 Fancy Dress Award.
Kids were invited to dance and have fun on the stage.
26 Health in Mind Activities Encourage Understanding
Two activities organized by Jardine Ambassadors for Health in Mind (HIM) student advocates and people in recovery helped to encourage a better understanding of mental illness and provide enjoyment for all involved. One hundred and thirty first-year HIM students, 60 people in recovery and 40 Jardine Ambassadors and friends took part in the annual City Orienteering event, which covered a new route in Kowloon. Divided into teams, the participants had to achieve various tasks and challenges along the way, all designed to promote team spirit and mutual respect. MINDSET Executive Committee A day out at New Life Interactive Farm, the only members, Jardine Ambassadors, HIM students and people in agricultural sheltered workshop in Hong Kong providing recovery enjoyed an educational and fun-filled day at New Life training opportunities for people in recovery from mental Interactive Farm. illness, replaced the Sports Day of previous years as a new HIM activity for second year student advocates. As well as a tour of the farm, the participants enjoyed health knowledge and reducing stigma, including making a dessert with organic ingredients grown there negative emotions, attitudes and behaviour towards and crafting recyclable bags for their own use. individuals with mental illnesses, has shown that it is indeed effective in achieving these goals. Assessing the “A field trip is a more interactive and relaxing way for programme for the period 2015-2017, the survey students to understand more about people in recovery,” demonstrated that on the whole, participants showed said accompanying teacher Ms Pun of St Paul’s School, significant improvement in both areas after attending Lam Tin. “It was a good way to broaden students’ HIM workshops. Following their involvement in the exposure and feedback was positive.” two-year HIM Programme, participants also showed Meanwhile, a survey to understand the effectiveness of improvement in their attitudes towards and willingness the HIM programme in improving participants’ mental to socialize with, people with mental illness.
Transparency Award for Singapore
MINDSET Singapore has been named one of the winners of the ‘Charity Transparency Awards’ for the second consecutive time since the awards’ inception in 2016. The awards are recognition from the Charity Council in Singapore of exemplary transparency and disclosure in local charities. Award winners are selected by a panel of independent assessors who evaluate eligible charities according to nine key dimensions under the Charity Transparency Framework. One of the many activities organized by MINDSET Singapore in the community to raise awareness and understanding of mental health issues.
Thistle Volume 1 | 2018 27 Showing Spirit
Sand Art Music Show Reflects Recovery Journey
A Sand Art Music Show involving clients of the Community Psychiatric Service of Castle Peak Hospital was staged at Yuen Long Theatre to mark the end of a three-year Sand Painting programme sponsored by MINDSET Expression. During the show, the participants expressed their thoughts and feelings about their recovery journey through sand painting, helping their audience to better understand the experiences of people with mental illness. Using moment-by-moment hand movements, the sand paintings told a series of touching stories. They also reflected the success of the programme in empowering people with mental illness to develop their potential and enhance their resilience. Youth Ambassadors from Castle Peak Hospital Sand Painting is one of several different art themed supported the Sand Art Music Show as performers. projects being sponsored by MINDSET Expression to foster mental wellness and positive psychology for people recovering from mental illness. “Through engaging themselves in these art forms, individuals who are recovering from mental illness are able to express themselves and their ideas, realize their untapped potential in art, bond with their classmates and ease back into the community,” said Jardine Ambassador Perlie Wong.
Chinese New Year Celebrations at Place
MINDSET Governors, Executive Committee members and eight Jardine Ambassadors joined more than 25 MINDSET Place residents and their family members to celebrate the Chinese New Year of the Dog. The event included the sharing of Lunar New Year traditions by the Ambassadors, a magic show staged by the residents, the writing of red couplets using the Zentangle method, the crafting of Chinese rice dumplings and red packets and a Poon Choi or ‘reunion’ banquet. All the activities were enthusiastically received by the participants. “Some of our residents do not have any support network of families or friends. We feel well cared for having the Ambassadors visit us to celebrate the New Year together,” said MINDSET Place resident Shiu Suk Yin. MINDSET Place, which opened in 2010 and is run by professional staff from the New Life Psychiatric Rehabilitation Association, is a home providing a high standard of care services for 38 people recovering from chronic mental illness.
28 Astra Summit Promotes Energy Conservation
Astra has held its second Green Energy Summit with the aim of improving energy efficiency and conservation, and promoting clean technology and green industries. Topics covered included the role of industry in supporting the national energy programme and energy management systems. Sharing sessions were held with winners of the Astra Green Energy Awards 2016 and on the ‘Global Energy Challenge to Gain Competitive Advantages Towards Business Sustainability’. In addition, the event incorporated the Astra Green Energy Awards 2017 and the launch of the Astra Saves Energy Month. The launch of the Astra Saves Energy Month. “We hope that the Summit inspired Astra subsidiaries and all parties to conserve energy,” said Astra Chief of Corporate Communications, Social Responsibility and Security Pongki Pamungkas. “Energy saving is our only way to pass on a better earth for future generations.” During 2017, Astra achieved energy savings equivalent to Rp408 billion (US$30 million), a significant increase of 141.4% compared to 2016.
Rustan’s Fights Hunger in the Philippines
Dairy Farm business in the Philippines, Rustan Supercenters, Inc (RSCI), the operator of Rustan’s Supermarkets, has been working to fight hunger through a voluntary anti-poverty campaign being run by community organization Gawad Kalinga. Altogether 200 RSCI volunteers gave up their time to volunteer for a day as part of an early Christmas ‘thanks and giving’ celebration held in five areas of Quezon City, Cebu and Cagayan de Oro. The volunteers helped to prepare food for disadvantaged children as well as facilitate fun activities, which included dancing, playing Astra Helps SMEs at and face painting. Trade Expo Indonesia “The volunteer partnership with Gawad Kalinga enables team members from our stores and the Store Support Through its Dharma Bhakti Astra Foundation (YDBA), Center to come together in the fight against hunger and which fosters small medium enterprises (SMEs) in poverty,” said RSCI Human Resources Vice President Indonesia, Astra helped give eight such businesses a Roland Villareal. “This gives us the opportunity to serve presence at Trade Expo Indonesia (TEI), the largest trade life’s higher purpose, and to appreciate and be grateful expo in the country. for being part of a company that cares.” The event presented an opportunity for SMEs to seek and engage better markets, both domestic and overseas. YDBA presented eight handicraft SMEs to meet buyers from more than 60 countries around the globe at TEI, which was held at the Indonesia Convention Exhibition and opened by Indonesian President Joko Widodo. “Hopefully, YDBA’s SME partners not only had the opportunity to introduce their products, but also to gain new local and overseas customers,” said YDBA Head Henry Widjaja.
RSCI volunteers helping to feed disadvantaged children.
Thistle Volume 1 | 2018 29 Showing Spirit
SATU Indonesia Awards Attract Even More Applicants
There was a significant rise of almost 40% in the number of applicants for the eighth Astra SATU Indonesia Awards. Altogether 3,234 people applied to the Awards scheme in categories relating to Astra’s corporate social responsibility programmes of health, education, environment and entrepreneurship, along with additional technology and group categories. Altogether 82 young people from 30 provinces in Indonesia received SATU awards. They included Nusa Cendana University Faculty of Public Health student Ronaldus Asto Dadut of Tambolaka, East Nusa Tenggara, who received his award in the health category for creating ‘Sumba Humanity Volunteers’ to educate people in remote areas of Southwest Sumba about health and human trafficking. Jamaluddin of Gowa, South Sulawesi was given an award in the education category for his efforts in introducing the importance of education and literacy to the farmers in his village. Success in the environment category was achieved by Ritno Kurniawan, who concerned about environmental damage from illegal logging in his home area of Padang Pariaman, West Sumatera, established a community eco-tourism venture. LA Adventure now has more than 170 local people working as tour guides.
Pizza Hut and KFC Taiwan Take Action in Rural Communities
After visiting several elementary schools across Taiwan, Pizza Hut and KFC Taiwan launched a ‘Thanksgiving’ campaign in November 2017 with the purpose of improving the welfare of children in rural communities through ‘work experience’ and learning opportunities. Pizza Hut Taiwan invited students and teachers of Yilan Dongxing Elementary School to the Taipei Dunhua restaurant to explore how pizzas are made. During the event, all 35 students were able to make their own pizzas and understand how Pizza Hut carefully crafts customers’ meals. The exciting and enjoyable day was praised by parents, students and teachers alike as being a most memorable experience. Through such partnerships with local townships and schools, Pizza Hut and KFC Taiwan plan to continue to champion the welfare of children in Taiwan. Two students share a warm smile over a pizza.
30 Astra Honda Motor Supports Vocational Schools
Together with Indonesia’s Ministry of Industry, PT Astra Honda Motor (AHM) has been developing motorcycle technology competence in vocational schools. For the first time, it has taken the programme outside Java to North Sumatra where AHM is supporting a pilot teaching and learning programme in six vocational schools, including the provision of six Honda motorcycles, six sets of special tools and teaching materials. AHM and the Ministry now have a total of 69 pilot projects in vocational schools across the country.
Vocational students practice their skills in an Astra Honda Teknik Sepeda Motor laboratory on an industrial estate near Likarang, West Java.
Polman Astra and KOSEN Strengthen Co-operation
Astra Manufacturing Polytechnic (Polman Astra) and the National Institute of Technology of Japan (KOSEN) Kumamoto have signed a Memorandum of Families enjoy a nutritious meal and some quality time at a Kiddy Heart Canteen. Understanding (MoU), which will further develop the existing co-operation between the two institutes. Recognition for Maxim’s KOSEN, the Japanese version of vocational education, is devoted to preparing engineers and prime labour for Kiddy Heart Canteen the industrial market. High school graduates can attend KOSEN for five years in a package that Programme integrates the academic curriculum and practical The Kiddy Heart Canteen programme for disadvantaged laboratory or workshop time. The MoU is expected to children, established by Maxim’s Group in 2013, has encourage Polman Astra to further develop technology carried off the ‘Synergy Effects Award’ at The Hong Kong and research as well as vocational learning. Council of Social Service 2017 ‘Best Practice in Social Welfare Awards’. Working together with Baptist Oi Kwan Social Service, the four Kiddy Heart canteens enable families in need to enjoy a nutritious dinner at a discounted price of HK$10 (US$1.3). To date, the canteens have served over 150,000 meals.
Thistle Volume 1 | 2018 31 Developing Talent
Workplace of the Future at Devon House
The redevelopment of the Jardine Matheson and exchange ideas to create better and office on the 25th floor of Devon House, more innovative ways of problem solving. Hong Kong into a more open, technology- Employee wellbeing is promoted with enabled and agile, attractive working ergonomically designed work areas. environment has been completed and Technology is embedded in the design to officially launched. A pig cutting ceremony facilitate more flexible and mobile working was held to mark the occasion officiated at styles. It includes an integrated meeting room by Group Managing Director Ben Keswick booking system and ClickShare devices to and Deputy Managing Director Y K Pang connect laptops seamlessly with TV monitors. assisted by Group Head of Human Resources There is also a ‘green wall’ to reduce stress at John Nolan. work and help people relax. “It is all about creating the workplace of the Reducing energy consumption and the future,” explained Ben Keswick. “We wanted quantity of paper used is creating a to create a space which would reflect the sustainable workspace and significant changes we are making in the company to amounts of the furniture and construction improve how people work, as well as the materials are from recycled sources. In employee experience. We also wished to addition, the overall design incorporates a encourage a culture of innovation and modern look and feel to express a more collaboration by designing an open office contemporary image of the Group. with inviting and inspiring break out areas.” “Every change made is about providing a The new workplace incorporates features better experience for all employees as well as From left: Jardine Matheson that help bring that vision to life. visitors, potential new recruits and business Group Deputy Managing partners,” said John Nolan. “It is somewhere Director Y K Pang, Managing Cubicles and closed-door working areas Director Ben Keswick and we can be proud to bring our colleagues, Group Head of Human have been removed and the resulting open Resources John Nolan friends, family and business partners – a place celebrate the launch of the office setup allows people to interact more new workplace on the 25th that makes us excited to work in every day.” floor of Devon House. with their colleagues, to discuss, collaborate
32 People in the Group
After 29 years with the Jardine Matheson Group, Group Corporate Secretary and Director of Group Corporate Affairs Neil McNamara is leaving in May. Mr McNamara has had a key role in many of the Group’s most significant structural and strategic developments over his long and successful career. He also played an important role in the development of the Jardine Foundation Scholarship programme and in the establishment and growth of MINDSET. Mr McNamara’s responsibilities are to be separated into Alan Chan Janet Yuen two posts. Jonathan Lloyd will succeed him as Group Corporate Secretary, while Erin Atan will take over Group The following appointments have been made at Corporate Affairs. Before joining the Group in Hong Mandarin Oriental Hotel Group. Christoph Mares has Kong, Mr Lloyd was Group Company Secretary of Jardine been appointed Chief Operating Officer based in Hong Lloyd Thompson in London, and Ms Atan, Regional Kong with responsibility for global hotel operations as Communications Director for Rolls Royce, based in well as overseeing the operational functions of Food and Singapore. Beverage, Rooms and Quality, and Spa and Wellness.
Jonathan Lloyd Erin Atan Christoph Mares
Wilson Kwong, previously Chief Executive of JEC, has Richard Baker has been appointed to the new role of succeeded Mark Whitehead as Chief Executive of Hong Group Chief Relationship Officer. Mr Baker will lead the Kong Air Cargo Terminals Limited. Mr Kwong has been company’s portfolio management focus, bringing new replaced at JEC by Kevin O’Brien, formerly an Executive hotel opening projects to fruition, and managing key Director of Gammon Construction. owner and partner relationships. Paul Massot has been appointed Group Development Director, responsible for driving the company’s global development strategy and development pipeline.
Wilson Kwong Kevin O’Brien
Henry Yip, Chief Executive, Pizza Hut Hong Kong (PHHK) and Jardine Restaurant Group (JRG), Hong Kong and New Richard Baker Paul Massot Markets, has retired after some 26 years with the Group. Having first worked for Jardine Marketing Services in the 1980s, Mr Yip re-joined the Group in 1997. Until he is replaced, Alan Chan, Chief Executive of KFC Hong Kong, has taken on the added responsibility of PHHK Chief Executive and Jardine Pacific Chief Executive Anna Cheung is overseeing the activities of JRG. Janet Yuen has joined KFC Hong Kong as Chief Operating Officer.
Thistle Volume 1 | 2018 33 Developing Talent
Group’s Longest Serving Employee Retires at 92
The Jardine Matheson Group’s longest serving employee, Takashi Tomita, has recently retired at the age of 92 after 69 years of service. Mr Tomita joined Jardine, Matheson & Co (Japan) in 1949 as a housekeeper for the company’s newly built EWO Club House in Tokyo. He also encouraged his girlfriend Emiko to join Jardines as a housekeeper, which she did. They subsequently married and remain happily so today. Following the sale of the EWO premises in 1956, Mr Tomita was appointed a Shipping Liaison Officer serving primarily in Yokohama and Tokyo, canvassing shippers to secure wool and sugar cargoes for Jardines’ ships. In 1966, he moved to the Shipping Representative’s Office as an Assistant Manager and in 1974 he became Manager for General Affairs and Personnel, helping to introduce work performance systems and staff orientation and training courses. Mr Tomita was appointed a Director of Jardine, Matheson & Co (Japan) in 1982 and in 1987, an Executive Director of KK Halifax Associates. He retired from the Board of KK Halifax Associates in July 1997, but continued to serve as a senior consultant. During his employment with the Group, Mr Tomita worked for 13 managers and witnessed many changes in both Japan and Jardines. He fondly remembers working as a butler and attendant for John Keswick, Group Chairman Sir Henry Keswick’s uncle. Left: The Jardine Matheson Group’s longest serving employee, Takashi Tomita in 1977 with One time, Mr Tomita told Erick Watts, his boss from 1951- Koichi Nanjo, a director of Jardine Matheson Japan for many years and head of the Group’s lumber joint venture there, and Group Director Anthony Nightingale, then Managing Director 1956, that he would like to resume his college studies at of KK Halifax. a night school. “Mr Watts laughed and told me, ‘don’t waste your time, as I assure you that you have already graduated from the Jardine Matheson University, successfully.’ “On the occasion of my retirement at the age of 92, I am now beginning to feel that I am going to graduate from the Jardine Matheson University, without dropping out!” added Mr Tomita. On the occasion of In retirement, Mr Tomita has no plans to slow down and my retirement at the looks forward to spending more time with his two age of 92, I am now children, four grandchildren and two great beginning to feel grandchildren. that I am going to “Mr Tomita is an inspiration and an extraordinary graduate from the example to us all,” said Sir Henry Keswick. “Through hard work and commitment he rose through the ranks Jardine Matheson of Jardines in Japan to become a mainstay of our University, without operations, while always maintaining a positive outlook dropping out! and sense of humour. We wish him a very happy retirement.” Takashi Tomita
34 Mark Whitehead
Mark Whitehead, who recently retired from the Jardine Matheson Group after some 31 years’ service, passed away unexpectedly at the end of March. Mark had been Chief Executive of Hong Kong Air Cargo Terminals Limited since 2010, and was continuing as an Adviser. He first joined the Group in the Corporate Legal Department and subsequently held a number of senior positions. Mark, who was a keen sailor and Commodore of the Royal Hong Kong Yacht Club from 2014-16, died in his sleep while competing in the 2018 Rolex China Sea Race. Mark will be missed by his many friends and former colleagues across the Group. He is survived by his wife Rebecca and two children.
Macau Career Expo JEC Working Smarter Attracts with Mobile Apps
Strong Interest Staff members of Jardine Engineering Corporation (JEC) are finding managing work easier following the launch of two A Jardines Career Expo in Macau attracted strong new corporate mobile applications – J-Easy and J-Toolbox. interest from graduate and undergraduate job seekers. The J-Easy App is a platform for receiving firsthand JEC company updates and facilitating instant communication Eleven Group companies offering full-time, between employees. The J-Toolbox App offers practical part-time and internship opportunities in areas functions including easy-to-use engineering calculators such as retail, food & beverage, hospitality, and a report generator that facilitates work outside the technology and engineering hosted booths at the office. Both apps have received positive feedback from Expo, which was held at Mandarin Oriental Macau, users since their launch in late 2017. while industry professionals from Group businesses gave talks and workshops to share Initiated by Management Trainees of JEC, the apps project personal experiences, employment information reflects collaborative creativity. During the Innovate and interview advice. Jardines’ second Challenge on the ‘Future of Work’, the JEC apps idea was selected as one of the top 20 out of 6,500 In the first career talk entitled ‘Your Career submissions, and was highly recommended by the Journey’, Group Human Resources Talent Manager Innovate Jardines Leadership Team during the final Winnie Leung gave an overview of the Group and showdown. discussed the career opportunities on offer. Pizza Hut Macau Area Coach James Law and Zung Fu Motors (Macau) Sales Manager Eddie Lao shared their personal experiences and their views on the leaders of the future. In the second session, ‘Business Direction: Growth Opportunities in Macau’, 7-Eleven Macau Field Consultant Yoko Wong and Jardine Schindler Macao General Manager Eric Law discussed future business opportunities and prospects in Macau. There were also three interview technique workshops during which Group General Talent Manager Cindy Wong drew on her 15 years’ human resources experience in the Greater China Region to provide invaluable insight into interviewing and workplace communication skills.
The J-Easy App enables users to stay abreast of company updates and to easily connect with colleagues in just a few clicks.
Thistle Volume 1 | 2018 35 Enterprising Matters Into the Future with JLT Project Sherlock
Project Sherlock, an intelligent semantic, machine learning and AI driven platform conceived by Jardine Lloyd Thompson (JLT) Asia, is currently undergoing Proof of Concept (POC) trials as a winner of the Creating a structured sales Innovate Jardines ‘Future of Work’ Challenge. process, guided by sophisticated The platform is designed to trawl public domain sources and internal data analytics, is an integral part systems, collecting relevant data that will generate meaningful new of JLT’s strategy to become the business leads for insurance brokers. This will release brokers from time-consuming research and allow them to focus more on clients. world’s leading specialist risk and “The primary focus of innovation at JLT is to constantly improve our insurance adviser. Project understanding of our clients’ needs and enable our business teams to Sherlock is another step towards offer them a clearly differentiated level of service,” explained JLT that exciting digital future. Managing Director of Innovation and Product Development Bala Krishnan. “Project Sherlock is the tool of the future that will make this happen.” Medical malpractice insurance for private doctors in Malaysia was selected as the market for POC phase testing. There are approximately 60,000 registered doctors in Malaysia, of whom roughly 15,000 are private practitioners. With the aim of quickly increasing JLT’s market share, Sherlock helps find doctors online, profiles them based on various key factors, and converts specific doctors through online marketing and targeted sales campaigns. To date Project Sherlock has identified over 2,000 doctors in Malaysia, who are not currently clients of JLT, as having the highest likelihood of conversion. A strong team spirit and an agile working attitude have been vital elements of the project, especially given that team members are spread across several countries. The Financial Lines (Healthcare) team in Malaysia, the Hong Kong-based project management team, and the developers and external vendors based in Singapore and India communicate continuously, as well as collaborating closely with Innovate Jardines. JLT Malaysia CEO Dedi Syaripuddin says that Sherlock is about continuous improvement and questioning processes, as much as it is about achieving a specific end state. “Project Sherlock has made us think more deeply about our sales practices, and how we can better utilize data when serving our clients,” he added. JLT is currently finalizing the first POC where the aim is to understand the extent to which conversion rates improve when guided by Sherlock. “Initial results are looking positive,” said Mr Krishnan, “and the next phase of the project is already underway with the aim to make Sherlock a sophisticated B2B or a B2B2C cross-selling and lead prospecting Project Sherlock team members from left: Malaysia Financial Lines tool.” (Healthcare) Senior Account Executive Noorulhuda Mohd Noor; Commenting on the achievements to date, JLT Asia CEO Dominic Project Manager Kristian Diskerud; Malaysia Head of Specialty Projects Samengo-Turner said, “Creating a structured sales process, guided by Ryan Yap; and Malaysia Financial Lines (Healthcare) Vice President sophisticated data analytics, is an integral part of JLT’s strategy to Ratnawati Osman. become the world’s leading specialist risk and insurance adviser. Project Sherlock is another step towards that exciting digital future.”
36 Please address your comments or suggestions regarding Thistle to:
Group Corporate Affairs Jardine Matheson Limited 48/F Jardine House Central, Hong Kong [email protected]
Thistle is published by Jardine Matheson Limited on behalf of the Jardine Matheson Group.
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