hr as the driver for organizational effectiveness?! (the towngas … · 2012-05-29 · tlc learning...
TRANSCRIPT
HR as the Driver for
Organizational Effectiveness?!
(The Towngas case)
2/11
Key Facts About
Utilities
– City-gas: 101
(HKCG: 34 + Towngas China: 67 )
– Midstream: 7
– Water: 4
New Energy
– Gas-based: 3
– Coal-based: 5
– Filling stations: 9
– Coal Logistics: 1
Telecommunications: 6
Others: 5
• Public-listed in Hong Kong
• 141 projects in mainland China
(17 provinces + 2 autonomous regions
+ 2 municipalities)
Hong Kong
2/41
3/41
Gas Lamp Gas Cooking & Water Heating
Midstream & Upstream Gas
Business
Mainland City-gas &
Water Business
2010 1862
New Energy Business
HKCG’s Business Transformation
2012
4/41
5/41
6/41
7/41
8/41
Vision
To be Asia’s leading clean energy supplier and
quality service provider, with a primary focus
on gas. 9/41
Mission To provide our customers with a safe, reliable supply of gas and the
caring, competent and efficient service they expect, while working to
preserve, protect and improve our environment.
The company will ensure growth and long-term value for its stakeholders - customers, employees, shareholders
and business partners - through innovative products and services, operational excellence, improved shareholder
returns and responsible corporate citizenship. 10/41
Respect and
Integrity
Continuous
Learning Teamwork
Entrepreneurial
Spirit
Open
Communication
CORE VALUES
VALUES
Accountability Creativity Leadership
Driving
Achievement
11/41
12/41
Performance Management
Training & Development
Recruitment & Selection
Succession & Career Management
Reward Management
13/41
Respect and
Integrity
Continuous
Learning Teamwork
Entrepreneurial
Spirit
Open
Communication
CORE VALUES
VALUES
Accountability Creativity Leadership
Driving
Achievement
14/41
15/41
16/41
Govt.
Customers
Shareholders
Employees
Suppliers Competitors
STAKEHOLDERS
OPERATION KPIs
2010/ 2011 Data
17/41
18 / 47 18/41
Hong Kong currently enjoys a supply continuity rate of over
99.99%
Towngas Network : over 3,440km (+15% Vs 2001)
No of Customers : 1.72M (+23% Vs 2001)
19/41
277
236209
176160
109135 128
8067
0
50
100
150
200
250
300
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
No
. o
f P
RE
Public Reported Gas Escape
Reduced by 76%
76%
(Include 3rd party damage)
20/41
21 / 47
* JV包括 : 苏州, 常州, 南京, 徐州, 马鞍山, 铜陵, 济南, 潍坊, 泰安, 本溪, 铁岭, 武汉, 长春
# Distribution network only
Benchmarking with
Overseas Counterparts No. of leaks / km / yr Total
HK 0.130
Mainland JVs* 0.223
New York City 0.508#
Australia 1.05
UK 1.955
21/41
22 / 47 22/41
Written Compliments
and Complaints
35 34 30 23 22 23 13 13 17 9 9
895
16371973
2891
3456 34363618 3710
5127 50745266
0
1000
2000
3000
4000
5000
6000
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Written complaint Written compliment
23/41
Performance Against Service Pledge
Pledge Items Results in year
2008 2009 2010 2011
Appointments
• Availability of maintenance and installation services (within 2 working days)
1.08
1.04
1.07
1.03
Speed and Convenience
• Customer Service Hotline (call answered within 4 rings)
95.84%
96.96%
95.20%
95.33%
Service Quality
• Efficiency1
• Courteous and friendly attitude1
8.70
8.65
8.67
8.67
8.69
8.69
8.77
8.79
1. The result was based on monthly surveys conducted by an independent research company.
Our target is to exceed a score of eight out of ten. 24/41
An average customer requests fewer
On-demand maintenance visit
On-demand Visit per Customer
0.45
0.42 0.41
0.38 0.380.37
0.39
0.360.38
0.44
0.25
0.30
0.35
0.40
0.45
0.50
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
(2005 : cooler Q1 and 3rd wettest on record) 25/41
26 / 47 26/41
Increasing Productivity
720739
765
800
840 849 858870
890 897 903
600
700
800
900
1,000
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
No of Customers
Per Employee Customer per Employee Ratio
+25%
27/41
28 / 47 28/41
Green benefits from utilizing LNG and
landfill gas to produce town gas
Note - MT: metric tonnes. *EPD: CO2 removed per year = 23kg/tree (at least 5 m in height)
LNG Receiving Terminal at Shenzhen (2006)
NENT Landfill (2007)
• LNG (2011) – Reduce emission :
• SOX : 661 kg (-56%)
• NOX : 50 MT (-28%)
• CO2 : 91,390 MT (-22%)
(Planting 4.0M trees/year*)
• Landfill Gas (2011) – Replace 13,996 tonnes of
imported naphtha
– 2% of total energy input
– Reduce CO2 emission by 43,109 MT (Planting 1.9M trees/year*)
Renewable Energy Source
Green Energy Source
29/41
Outstanding Green Excellence
Awards 2010
Awards for Environmental Achievements
Environmental Grand Awards 2010
Hang Seng PRD
Hong Kong Green Awards 2010 Green Purchaswi$e Award - Platinum Category
Prime Magazine Eco-
business Awards 2010 Award of Excellent for Low-carbon Living Website 30/41
Performance Management
Training & Development
Recruitment & Selection
Succession & Career Management
Reward Management
31/41
32/41
How do we help people
perform better?
Performance Management
What skills should we target?
Training & Development
What attributes should we look for
in a candidate?
Recruitment & Selection
How do we match people’s
talents & motives with
company’s needs?
Succession & Career Management
Reward Management
What behaviors do we reinforce?
Ex. Development Plan
Learning Curriculum
Mentoring Program
Structure
Process
Talent Pool
IMPLANTING AND WALKING THE GROUP'S VMV
IN OUR PRC BUSINESS
The Hong Kong and China Gas Company Limited (003.hk)
Award winners show that they are BEST at Building Talent, Enterprise-wide, Supported by
the Organization leaders fostering a Thorough learning culture.
September, 2011 33/41
A. Executive Bench Strength Development with Enterprise DNA
Using the Towngas Leadership Competencies model and its behavioral anchors for 180-
degree assessment supplemented by western work personality assessments to senior
executives and talents followed by a feedback meeting with boss (facilitated by HR
professionals).
B. Culture Shaping in China JVs
Deploy 5 “management tools and processes”, namely :
A. Balanced ScoreCard (BSC) introduced in 2008 at Regional and JV levels;
B. The Enterprise’s “We Deliver” to lock annual key deliverables;
C. Key Management Focus (KMF) to drive new projects across functions and regions;
D. Superior Quality Service (SQS), a bottom-up improvement process ;
E. Compulsory licensing of technicians (some mandated by the enterprise on top of
statutory requirements) in gas safety and engineering
C. Seeing is Believing
So far around 3,000 (10% of current PRC staff strength) have come to Hong Kong, the
enterprise’s flagship for experience sharing and learning
IMPLANTING AND WALKING THE GROUP'S VMV IN OUR PRC BUSINESS
34/41
35/11
Talent Development Programs
JV/Entity Level
Regional Level
Business Level
Group Level
Management/Graduate Trainees
Talent Acceleration Program
Regional Executive Development Programs
Tsinghua Executive Development
Program & Overseas Studies
Manage Self
Manage Others
Manage
Managers
Hdqtrs / Group
Business Managers
35/41
36/11
The Breeding Path 70%
On the Job
20%
Mentoring Rotations
Major Challenge(s)
Corporate Leadership
Identification As Hi-Po
Recruitment to First Role
•Between core & subsidiaries
•Between HK & PRC
•With increasing levels of responsibility
•Between functions and roles
•With increased “people leadership” challenges
•With active coaching and mentoring
AGE: 20-30 26-36 30-42 50+
GT/MT
Assessment
10%
Learning
36/41
TLC Learning Curriculum
Execution Leading Others Business Skills
Executive Development Courses in Business School(s)
Core Leadership Development Modules: Team building, Mentoring & EDP Workshop,
Personal Effectiveness Programs
TLC Leadership Forums, External Exposures & Networking
Learning Projects : TLC Team Projects/KMF/SQS
Mentoring By Senior Executives
Job Rotation / Attachment
The Blueprint - An 18-month Talent Acceleration Program 37/41
38/11
In 2010, 78 JVs completed 510 projects
5,894 staff participated
Savings achieved : US 5.98M (RMB 39,603M)
2010 Superior Quality Service Day
38/41
What does HR mean here: The people? The function of HR?
Is HR the Driver for OE? If yes, what is its role and how it drives OE? If no, then
who and how differently it would be engineered?
39/41
40/41
THANK YOU
41/41