volume 1 2018 - jardines · mainland china, thailand, indonesia, vietnam and singapore were all on...

PerspectiveZung Fu Gears Up for Auto Revolutionpage 10

VOLUME 1 2018

Taking the LeadAstra Investment Will Bolster Indonesia’s Digital Economypage 16

Recognizing PerformanceGammon Asserts Leadership Positionpage 22

Showing SpiritWalk Up Jardine House A Colourful Occasionpage 26

Zung Fu Gears Up for Auto RevolutionAs 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

Hongkong Land Projects in the LimelightPage 19

ContentsGroup Must Become Customer ObsessedPage 03

Star-Studded Line-Up at Mandarin Oriental Page 23

Walk Up Jardine House A Colourful OccasionPage 26

Workplace of the Future at Devon House 2

From the Centre 03Group Must Become Customer Obsessed Group Chairman Tours Asia Projects

Perspective 10Zung Fu Gears Up for Auto Revolution

Taking the Lead 16Astra Investment Will Bolster Indonesia’s Digital Economy O2O Success for 7-Eleven South China

Recognizing Performance 22Gammon Asserts Leadership Position Digital Transformation a Winner for Pizza Hut HK

Showing Spirit 26Walk Up Jardine House A Colourful Occasion Astra Helps SMEs at Trade Expo Indonesia

Developing Talent 32Workplace of the Future at Devon HouseGroup’s Longest Serving Employee Retires at 92

Enterprising Matters 36Into the Future with JLT Project Sherlock

Thistle Volume 1 | 2018 01

MD’s Desk

Getting it RightAs the Group’s results for 2017 show, our principal markets across Greater China and Southeast Asia remain strong and appear well set for 2018.

Revenue for 2017, including 100% of revenue from associates and joint ventures, was US$83.8 billion, compared with US$72.4 billion in 2016, while the Group’s consolidated revenue for 2017 was US$39.5 billion, an increase of 6%. Underlying profit before tax for the year was US$4,378 million, an increase of 17%, and underlying profit attributable to shareholders was up 13% at US$1,568 million. Earnings per share were 12% higher at US$4.17.

Mainland China continues to grow in importance with its contribution to profits increasing to 18%, while in 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 stakes in leading companies that are benefiting from the 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

Investments in strong regional companies

are accelerating the Group’s exposure to fast

growing markets and providing us with

a firm foundation for long-term growth.

Managing Director Ben Keswick

02

From the Centre

Group Must Become Customer Obsessed

Changing customer expectations driven by new technology and the power of data were the focus of Jardine Matheson Group Managing Director Ben Keswick’s annual Strategic Direction presentation delivered to a live audience in Hong Kong and across the Group via a YouTube webcast.

Mr Keswick said that customer expectations are leaping barriers across industries and that businesses can no longer only measure themselves against direct competitors.

“We must measure ourselves against the best across a range of sectors. Or, better still, be in a class of our own!”

Mr Keswick discussed how these changes are bringing about fundamental shifts in the way business is done, requiring businesses to move from being ‘Transactionally Driven’ to becoming ‘Customer Obsessed’.

“It is this customer obsession I want to see happening across the entire Group,” he emphasized.

Mr Keswick said that data is at the heart of creating the winning customer experience and that within the Group, companies must promote a transparent data-driven culture and learn how to collect, share, analyze and manage data. In a recent visit to companies in Silicon Valley, he had seen firsthand how data is helping

businesses to create personalized customer experiences and to seize opportunities.

“One key attribute of data-driven companies is that they recognize the value of breaking down silos and sharing information. This makes collaboration an important feature of their culture. To what extent do you think this is true for your company?” asked Mr Keswick.

Mr Keswick said the Group needs to rethink what it does and how, so it has a compelling offer for its customers. Innovate Jardines is there to help and is already reaching out to technology partners that can assist businesses source and understand their data. Ultimately, skills needed to be embedded in-house.

“We can also leverage business relationships, such as partnering with companies who already have the capabilities, and working with them to build upon and enhance our existing operations to drive new revenue streams and meet the changing business environment,” added Mr Keswick.

In closing, Mr Keswick said that an empowered customer must be at the centre of what the Group did.

“In the new business landscape, our customers are demanding ever increasing standards of service and product. Using digital advances and data, we need to make this happen.”


From the Centre

Jardine Matheson Group Chairman Sir Henry Keswick with CPC Politburo Member and Director, Central Leading Group for Financial and

Economic Affairs, Liu He in Beijing.

Group Chairman Tours Asia Projects

Centre: Astra President Director Prijono Sugiarto shows Jardine Matheson Group Chairman Sir Henry Keswick a scale model of Astra Biz Center in Tangerang.

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, construction, real estate, and finance and insurance. The growth of the country’s capital market with high- 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 opportunity of the first China International Import Expo 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

During his visit to Thailand as part of his annual tour of Southeast Asia, Jardine Matheson Group Chairman Sir Henry Keswick and Lady Keswick met with old friends Charoen Sirivadhanabhakdi, Chairman of conglomerate TCC Group and Fraser and Neave, Ltd (F&N), and Khunying Wanna Sirivadhanabhakdi. Sir Henry was also accompanied 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.

Lord Sassoon with Wang Qishan, Senior Leader of the

Communist Party of China.

Key China Meetings for Lord SassoonIn 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 Guangzhou, he spoke at a UK-Guangdong event showcasing new energy vehicles.

Thai Get Together for Group Chairman


From the Centre

Midnight Gun Heralds 2018The 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.

Asia Pacific Regional Board Meets in Taipei

The Jardine Matheson Group’s 2017 Asia Pacific Regional Board (APRB) meeting was held in Taipei with the focus on the Group’s performance and strategic direction. Group Chairman Sir Henry Keswick, London 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.

06

Innovate Jardines (IJ) has held its first IJ Showcase Session, demonstrating that the two concepts of collaboration and knowledge sharing lie at the heart of successful innovation.

The Showcase Session shared progress updates on IJ’s initiatives to drive innovation across the Group in 2018 and featured presentations from seven out of the 29 ‘Innovist’ teams selected for funding across the three Innovation Challenges since IJ was launched in 2016. It was also an opportunity to acknowledge and celebrate IJ’s progress and successes to date. The event was attended by 50 guests including the IJ Leadership Team chaired by Group Managing Director Ben Keswick, Group 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, particularly as many are pursuing their innovation journey on top of their regular day jobs. Each of the seven Innovist teams then presented their idea, shared their learning and experience highlights, and demonstrated their prototypes and Proof of Concept verifications. Everything from mobile apps to interactive dashboards and chatbots were on display, showing the audience how teams are approaching technologies like Robotic Process Automation, advanced and predictive data analytics and machine learning to create innovative new solutions for their businesses and customers.

‘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.

A highlight of the Showcase Session was the announcement by IJ General Manager C K Yap of the Group’s new partnership with Europe’s largest innovation platform, Startup Autobahn. Spearheaded by IJ, the new alliance opens the door to forming many other partnerships in the future with innovative technology startups from around the world.

“This Showcase has illustrated how all our Innovist teams are embracing data and technology to create better solutions for both their businesses and their customers,” said Mr Keswick in his closing remarks. “I am looking forward to seeing where these ideas and our new partnership with Startup Autobahn can take us.”

Innovate Jardines Showcases Collaboration and Knowledge Sharing

This Showcase has illustrated how all our Innovist teams are

embracing data and technology to create better

solutions for both their businesses and their customers.

Ben Keswick


Lord Sassoon Participates in Financial Services SummitLord 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.

During the event, Lord Sassoon also joined a small private dinner with Ding Xuedong, Executive Deputy Secretary-General, State Council, which had been 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.

From the Centre

Lord Sassoon in conversation with China Construction Bank Chairman Tian Guoli at the UK-China Financial Services Summit in Beijing.

Second row, second left: Lord Sassoon beside, 3rd left, Bank of China Chairman Chen Siqing along with approximately 150 leaders of Fortune 500 companies and, in the centre of the front row, Chinese Vice Premier Wang Yang, Canadian Premier Justin Trudeau and Guangdong Party Secretary Li Xi.

Lord Sassoon, in his roles as Chairman of the China-Britain Business Council and Director of the Jardine Matheson Group, attended the opening day of the Fortune Global Forum in Guangzhou. While there, Lord Sassoon also had a meeting with Guangzhou Party Secretary Ren Xuefeng.

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

150 Fortune 500 companies, along with Chinese Government officials and business leaders, were present at the three-day event.

Panel discussions held during the Forum focused on the changes in technology, in politics and the continuing rise of China.

Lord Sassoon Attends Fortune Global Forum

08

Firsthand Look at Group’s Macau BusinessesFollowing Jardine Matheson Group Board meetings held at Mandarin Oriental, Macau, Group Director Lord Sassoon stayed on to visit a number of the Group’s Macau businesses.

Macau is an increasingly significant profit centre for the Group and, reflecting its importance, now has a country representative, Melina Leong. During his stay, Lord Sassoon enjoyed a lunch with representatives of the 14 Group business units operating in Macau and visited the Zung Fu showroom, a San Miu supermarket, the newly opened Starbucks Reserve in MGM Cotai, a Mannings located in The Venetian Macao and a KFC outlet in The Galaxy Macau.

Lord Powell at Golden Jubilee CelebrationsMatheson & 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.

Group Managing Director Addresses China Development ForumJardine Matheson Group Managing Director Ben Keswick was a guest speaker at the China Development Forum 2018, which was held in Beijing and had as its theme, ‘China in the New Era’.

In his address on ‘Private Enterprises: Governance and Inheritance’, Mr Keswick introduced the history of the Group and its businesses worldwide and spoke of how Jardines is facing the challenges and embracing the opportunities of the new era.

Mr Keswick said that in recent years the Internet has reached out to every aspect of people’s daily life, with China seeing the fastest development of it anywhere in the world. He said that Jardines has closely aligned with this trend by accelerating its development of Internet technology in its businesses, and cited e-commerce at Yonghui and online sales at Mannings as two examples.

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.

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.

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.


Zung Fu Gears Up for Auto Revolution

A more customer-centric approach is the focus for Zung Fu as it rises to the challenges being brought about by the impact of disruptive technologies on the global automotive industry.

It is predicted that the industry will experience more disruption in the next decade than it has in the last 50 years driven by four main areas of change, often summarized by the acronym CASE – Connectivity, Autonomous driving, Shared and Services and Electric cars. Together these are changing the whole automotive landscape and how the industry deals with manufacturing, data analytics and value chains, in particular, the customer experience.

As the exclusive retailer of Mercedes-Benz cars in Hong Kong and Macau, with one of the highest market shares for Mercedes-Benz worldwide, and an expanding presence across Southern and Western China, Zung Fu is exploring how it can

Perspective

best respond to these fast-moving developments and use new technologies to re-define customer interface and provide an inspiring and excellent customer journey.

Not surprisingly, Mercedes-Benz and parent company Daimler AG are playing a leading role in this automotive ‘revolution’ taking connectivity to a new dimension in comfort, safety, and entertainment, pioneering autonomous driving, addressing the mobility of the future with a broad range of intelligent, flexible-use services, and introducing the Mercedes-Benz ‘EQ’ (Electric Intelligence) brand.

“Connected, Autonomous, Shared, Electric: Each of these has the power to turn our entire industry upside down,” said Zung Fu Chief Executive Ben Birks, “but the biggest challenge for Zung Fu is combining them into a comprehensive, hassle-free package, which offers our customers a notably more enjoyable, transparent and convenient usership experience.”

10

C - Connected

S - Shared

By 2020, 100% new cars in US, EU and China will be ‘connected’.

The connected car is able to communicate and interact between cars or with traffic management infrastructure.

Global vehicle sales growth will be dampened by shared mobility

but not halted.

A - AutonomousNearly and fully autonomous vehicles

to grow to 80 million in 2030.

E - ElectricGlobal forecast of electric vehicle sales

in the US, EU and China.

2017 2030

1 million

02018 2030

80 million

Driving Ahead in Hong KongIn Hong Kong and Macau, where Zung Fu has two new brand centres, the Kowloon Autohaus in Hung Hom, opened in 2017, and Island Autohaus in Chai Wan, due to open in late 2018, and one showroom and service centre in Macau, the company is increasingly using technology 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.

With customer segmentation, Zung Fu is able to gain a 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 have serviced and insured their cars with Zung Fu over periods of at least two years are being offered rewards including extended warranty on the repair and parts replacement costs of key components.

Data is gathered from customers on purchase of a 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 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 Fu in providing personalized service.

“Moving forward, we plan to develop a single view Customer Relationship Management system to further consolidate and refine customer data and introduce a comprehensive loyalty member programme to reward and serve our customers better,” added Mr Lee.

Customer convenience is another important element of 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 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 Fu’s guarantee of a same day return for cars undergoing a regular maintenance service. Most recently, Zung Fu is 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 were away, the car would be serviced and then ready for pick up at the same location on their return.

“This hassle free experience means that customers would be travelling in style, would not have to spend 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.

Automotive Trends

44 million

2015 2030

87 m

illion

115 million

Sources: Figures extracted from the reports of PwC and McKinsey.


Leading the WorldDuring the more than 60 years since its establishment in Hong Kong, Zung Fu has had a strong brand presence, continually raising the standards of the vehicle ownership experience with its contemporary showrooms.

Last year, Zung Fu became the first Mercedes-Benz dealer in the world to incorporate the new MAR 2020 Autohaus design, when it completely refreshed and modernized its Kowloon Autohaus in Hung Hom. With the focus on personal interaction and physical product experience, the upgraded facilities include a larger showroom, new reception setup and a new lounge where customers can relax, enjoy the services of a bistro café and interact with the latest digital tools.

“The MAR 2020 Autohaus concept gives a thorough insight into the future world of experience when the showroom becomes a stage,” explained Ben Birks. “A focal point of the new brand presence is the amalgamation of the analogue and digital world. Customers are experiencing a new level of quality at the point of sale through a combination of spatial design, innovative advisory processes and the introduction of digitalization in advice, sales and service.”

New job profiles for sales personnel ensure that increasing product complexity and digitization are taken into account, as well as the individual needs of customers. For example, Star Assistants are now the first point of contact for a customer at a showroom’s reception where they clarify a customer’s needs and then immediately forward them to the appropriate person for advice, or a service or sales conversation. Product Experts explain the special features of vehicle models and their technologies directly on the vehicle or on digital devices and screens to interested parties.

All this and more will be available later this year when Zung Fu unveils Hong Kong’s largest Autohaus, on the Eastern Harbour waterfront in Chai Wan. The nine-storey 4S (Sale, Spare parts, Service and Survey) MAR 2020 flagship store will incorporate a showroom, office, aftersales service workshops, used car display, enormous event space, bistro café and customer training centre.

“Both the Hung Hom and new Chai Wan autohauses reflect the shift in our industry from a rational, transactional relationship to relational bonding. They offer more opportunities to engage with our customers, to get to know them better, to offer a more personalized service and to be their true partner on 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.

Perspective

12

Setting the Pace in China China is embracing innovation and the elements of CASE at a fast and impressive pace. In the markets across Southern and Western China where Zung Fu now has 31 Mercedes-Benz outlets, including 21 4S full-service dealers, seven showrooms and three service workshops, 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 visit a showroom.”

On its path towards a new mindset and business model, Zung Fu China is determined to become customer ‘obsessed’ and to use digital technology and innovation to provide customers with a seamless experience in their online research, dealer visits, vehicle purchases and aftersales services.

Several key projects are already underway to improve the customer journey and deliver an enjoyable, transparent and convenient experience. In the ‘enjoyable’ category, e-gaming, which has become hugely popular in China, is being installed in the 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.

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 repackaged its aftersales services to make them more attractive and raise customer retention rates. 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 buying aftersales packages.

Another innovation being introduced to aid customer convenience is an auto gate smart connection, which is being launched in all Zung Fu China dealerships in the second quarter of 2018. This will include automatic passing management with number plate scanning.

Zung Fu China is determined to become

customer ‘obsessed’ and to use digital

technology and innovation to provide customers with

a seamless experience in their online research,

dealer visits, vehicle purchases and

aftersales services.

Research shows that millennials, who will make up almost a third of China’s total population by 2025, are ready to embrace a digital auto life.


Keeping UpOne 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’.

When the Hong Kong Government waived first registration tax for electric cars, over 2,000 new electric vehicles were registered during a nine-month period 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 up considerably. It remains to be seen if the latest policy unveiled in the 2018 budget, which includes a 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.

Perspective

We are excited about the future and committed to embracing all

the elements of CASE as we further enhance the customer experience.

Zung Fu Chief Executive

Ben Birks

14

Zung Fu Car-Sharing Gathers Momentum

One of the winning ideas to gain funding in the first Innovate Jardines Challenge on the Group’s motor dealerships is already in operation and gathering momentum. The closed online car-sharing platform has been developed by a team from Zung Fu China and is being piloted at six outlets in Shenzhen with plans to extend the ready-to-go business model to other dealerships across the Zung Fu network.

By paying a fee, Zung Fu customers can enjoy driving a Mercedes-Benz model, while by sharing their cars, other Zung Fu customers are able to receive monetary rewards.

“Creating a sharing community exclusively for Zung Fu customers has many benefits,” explained Head of Business and Retail Development Maureen Lu. “It gives them access to the whole range of Mercedes-Benz vehicles and options to drive a vehicle in cities across the Zung Fu network, while it also makes better utilization of idle vehicles and generates revenue.”

Typical use of the car-sharing platform, which operates via WeChat, includes booking a larger vehicle for weekend use, test driving over a longer period to help with a purchase decision, and meeting mobility needs when a car is in for repair.

“We hope car-sharing will enhance customer loyalty and promote Zung Fu brand value,” said Ms Lu. “In the longer-term, we also hope that it will inspire new journeys with new business partners and a spirit of innovation in Zung Fu China.”

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 city’s infrastructure, are being explored and considered. While that may be some way off, other trends such as access to cars on demand through part or subscription ownership, ride-sharing services, car leasing and pay per use are already becoming a reality in many cities around the world. Zung Fu is in the process of exploring co-operation opportunities with online players in the mainland China market in the form of partnership and investment, and is also planning to establish its own fleet services in the near future.

As the role of the traditional 4S dealer is forced to substantially change, the challenge for companies like Zung Fu is to ensure that it is its customers that benefit most, and to continue to expand its customer base. Incentives such as the Agility Special Promotion package launched by Zung Fu two years ago are designed to make buying and owning cars more appealing, while the company’s close relationship with Mercedes-Benz, not only in car sales but also in providing financial services, allows it to ride on schemes provided by Mercedes-Benz Financial Services (MBFS), and work with MBFS to refine and upgrade existing programmes.

“We are excited about the future and committed to embracing all the elements of CASE as we further enhance the customer experience,” said Ben Birks. “We recognize that Zung Fu needs to be constantly alert and agile, anticipate better and be ready to change to remain close to our customers. We want people to buy cars, and better use their cars because of us. In that way, we will continue to stand out from our competitors,” he concluded.

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.


In a move which will bolster Indonesia’s digital economy, Astra is to make a US$150 million equity investment (around Rp2 trillion) in GO-JEK, the country’s largest on-demand consumer platform.

By combining Astra’s automotive expertise with GO-JEK’s reach with consumers, the two national champions will explore how they can work together to deliver economic growth for Indonesia through productivity gains, bringing people into the formal economy, and aiding product and service innovation that will create new markets.

Since its founding, GO-JEK has provided a stream of income for millions of Indonesians. It currently has over 1 million registered riders and over 125,000 merchants and 30,000 talents on its platform, providing a range of services including transportation, food delivery, couriers, domestic cleaning, and payments. The company facilitates over 100 million transactions each month.

“GO-JEK is at the forefront of Indonesia’s digital economy and we are excited to be part of its incredible journey,” said Astra President Director Prijono Sugiarto. “By collaborating with GO-JEK, Astra wishes to create value within its existing business, while also accelerating our digital initiatives.”

Mr Sugiarto said Astra was excited at the prospect of working with a national champion like GO-JEK because of its social mission to improve the welfare of Indonesians.

“This is aligned with Astra’s commitment to support the development of micro, small and medium enterprises.”

GO-JEK Chief Executive Officer and Founder Nadiem Makarim said that the collaboration with Astra was a significant milestone.

“Our two organizations share a common belief – that by working together, we can accelerate economic development and improve life for millions of people across the country.”

GO-JEK President and Co-Founder Andre Soelistyo also said that as one of the most diversified business groups in Indonesia, Astra would support GO-JEK as it accelerated its pace of innovation.

“We will benefit from Astra’s knowledge and operational expertise, as well as synergies across our two organizations,” added Mr Soelistyo.

From Left: GO-JEK Chief Executive Officer and Founder Nadiem

Makarim; Indonesia’s Minister of Communications & Information Rudiantara; and Astra President

Director Prijono Sugiarto raise the flags of their respective

institutions to symbolize the spirit of collaboration between them.

Astra Investment Will Bolster Indonesia’s Digital Economy

Taking the Lead

16

A computer rendering of Mandarin Oriental Mayfair, London, which is expected to open in 2021.

Mandarin Oriental Hotel Group (MOHG) is adding several new properties to its portfolio, embarking on a major 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 Oriental, Las Vegas is Pepper®, the humanoid robot, who has been appointed the hotel’s Technical 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.

Mandarin Oriental Happenings Across the World

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 possible.

“Strong customer relationships are built on consistency in meeting the expectations of our customers,” said PT Berca Schindler Lifts President Director Willis Phua, “and this partnership with Transmart Carrefour demonstrates the client’s trust in us to deliver as promised.”

Jardine Schindler Delivers in Indonesia

Transmart Carrefour Setiabudi Semarang,

one of the mall projects across

Indonesia for which PT Berca Schindler Lifts will

supply elevators and escalators.


Taking the Lead

New Store Concepts for Guardian Singapore and Mannings ChinaGuardian 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-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.

M-Studio, Mannings’ new flagship store in Shenzhen City.

PermataBank Launches Innovative E-BondAs 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

Maxim’s Group Extends Regional PresenceMaxim’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 premium ingredients, coupled with its fun and lively environment, have earned the brand a cult-like following around the world.

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 Administrative Region, Carrie Lam, has visited Hongkong Land development WF CENTRAL.

Mrs Lam was shown around the premium retail and lifestyle development by Hongkong Land Executive 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 also viewed ‘Digital Revolution’, an immersive and multi-dimensional exhibition presented for the first time in Asia by the renowned Barbican Centre.

Centre right: Hong Kong SAR Chief Executive Carrie Lam and other officials receive a briefing on WF CENTRAL from, centre left, Hongkong Land Executive Director Raymond Chow.

Maxim’s new Shake Shack outlets will feature signature items including

the ShackBurger®, Shack-cago Dog®,

classic crinkle-cut fries, beer, wine and frozen

custard ice cream.


Show-Stopping Handover for Jardine Motors UK ClientsThe 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 design aspiration.”

Latest Astra Honda Motorcycle Attracts AttentionThe 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 of the community of motorcycle lovers in all respects.”

The Honda CRF150L is set to become a trendsetter among Indonesian on/off motorcycle enthusiasts.

Taking the Lead

JTH Group Adds Cybersecurity Business LineJTH Group has added a cybersecurity business line to its operations, in addition to JOS and Innovix.

Adura, which has been spun off from JOS’ security consultancy unit, will offer a wide range of cybersecurity consulting services and work across all industries to prepare

firms for ‘Next Generation Security’ – a market that is forecast to grow from US$10.9 billion in 2016 to US$31.6 billion in 2020.

The new business has been welcomed by many clients.

“Adura has a strong team of cybersecurity experts and we are glad to have their services on our Cyber Essentials framework to provide us with in-depth analysis on cyber risks,” said Jardine Engineering Corporation Director Edward To.

Business leaders also appreciate Adura’s refreshing approach to aligning business goals with security priorities.

“Using nearly 100 security control checks, the Adura team provided us with a measured risk assessment that helped us align our security priorities and budget with our business objectives,” explained Jardine Aviation Services Group General Manager, Technology and Process, John Harrison.

20

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, JD and eleme, with the aim of further increasing both business volume and sales growth.

O2O Success for 7-Eleven South China

Appreciation Event for Cycle & Carriage CustomersTo 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 Analysis’ system evaluates drivers’ driving styles and 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.

The newly launched Mercedes-Benz Euro VI Trucks

– the Atego and Arocs.

7-Eleven South China has been promoting its O2O delivery service in eight cities.


Gammon Construction has asserted its leadership position in sustainability and innovation with its latest achievements.

Gammon has become the first Asian company to be assessed to the new ISO 20400 standard on sustainable procurement. The assessment was conducted by third-party evaluators Action Sustainability who played a leadership role in developing the standard. ISO 20400 was established by around 50 nations in liaison with organizations such as the United Nations.

Gammon is well known in Hong Kong and Asia for its sustainability leadership and has won several sustainability awards.

The group’s long-term pursuit of innovation has also earned it two prizes at the Construction Industry Council (CIC) Innovation Awards for new breakthroughs in the industry.

In partnership with the Hong Kong Polytechnic University, Gammon won first prize for construction safety for the Bio-Inspired Anti-Vibration Exoskeleton (BIAVE), which helps to prevent hand-arm

Gammon Asserts Leadership Position

occupational diseases among construction workers using hand-held electric breaker tools. During site trials on Gammon projects, the innovative BIAVE reduced hand-arm vibration by a remarkable 90%.

The other CIC award was second prize for ‘Construction Productivity’ for the ‘K-Frame’, which features in a new range of machines developed by Gammon for the erection of segmental bridges. The K-Frame enables multifunction capability with a high lifting power to self-weight ratio of more than two to one. The new machines are assembled from a common parts library of interchangeable modules and enable the erection of virtually all types of segmental bridge.

“Innovation is at the core of Gammon culture and we shall continue in that spirit to enhance further productivity and safety in the industry, as well as to lower construction costs,” said Gammon Chief Executive Thomas Ho.

Recognizing Performance

The K-Frame developed by Gammon has won second

prize for ‘Construction Productivity’ at the CIC

Innovation Awards.

Innovation is at the core of Gammon culture and we shall

continue in that spirit to enhance further productivity and

safety in the industry, as well as to lower construction costs.

Gammon Chief Executive

Thomas Ho

22

Yee Tung Heen at The Excelsior, Hong Kong.

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 entrance passes and towards e-money, the AVC records vehicle data and point of entry as soon as road users tap their e-toll card on a reader to determine the tariff payable, which is then debited at their point of exit.

“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.

Star-Studded Line-Up at Mandarin Oriental

Mandarin Oriental Hotel Group’s (MOHG) renowned excellence and innovation in food and beverage, and its 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 of Food and Beverage David Nicholls. “This reflects the dedication to great food and service that Mandarin Oriental hotels offer around the world.”

Centre: Astra Infra Toll Road Tangerang-Merak Information

Technology Manager Haryanto Akbar receiving the Top IT & TELCO

2017 award from Indonesia Information Forum Technology Representative Azhari Abidin.

IT Award for Astra Infra Toll Road


Ramp Innovation Recognition for JASGJardine Aviation Services Group (JASG) was voted the best entry for ramp innovation in the Ground Handling International Safety Awards 2017 for modification measures to service stairs that minimize cargo hold door damage.

JASG was the first ground handler in Hong Kong to use service stairs to open wide-body aircraft hold doors. However, with the introduction of A380 aircraft, JASG 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.

The JASG modified stairs in use to open the cargo hold of an Airbus A380.

Recognizing Performance

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 Visionary’ for transforming its traditional Customer Relationship Management (CRM) into Social Media CRM in mid-2015 by launching a new mobile app, which embedded three innovative features – mobile queue ticketing for dine-in, points sharing between family and friends, and surprise e-coupons.

The PHHK App has had over 500,000 downloads and the number of member sales out of total company sales grew from 27% in 2014 to over 46% in 2017.

“The app has meant that PHHK now interacts with customers faster, gets more data insight for re-targeting, drives higher customer loyalty and sales, and is gradually increasing its market share,” said PHHK Chief Executive Alan Chan.

Digital Transformation a Winner for Pizza Hut HK

Astra Corporate Communications on TopAstra’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 judges saying that it “demonstrated a continued ability to adapt to the evolving needs of the sector.”

High Rankings for Tunas GroupThe Tunas Group, Jardine Cycle & Carriage’s leading automotive retail group in Indonesia, has been ranked among Forbes Indonesia’s ‘50 Best of the Best Companies 2017’. At 39th place, this is Tunas’ first entry onto the prestigious list.

Tunas garnered further plaudits from the ASEAN Corporate Governance Scorecard and Indonesian Institute for Corporate Directorship, which named Tunas one of Indonesia’s ‘Top 50 Mid Cap’ public listed companies. Brand Finance Asia & SWA magazine also rated it among the nation’s ‘Top 100 Most Valuable Brands 2017’.

Mannings has always put meeting the health and beauty needs of its customers first.

Tunas Directors Tenny Halim, left, and Kent Teo with the Forbes award.

Impressive Tally for Group at HKRMA AwardsJardine Matheson Group companies carried off an impressive tally of trophies at the annual Hong Kong Retail Management Association’s (HKRMA) ‘2017 Service & Courtesy’ awards, which are widely regarded as the ‘Oscars’ of the retail industry in Hong Kong.

For the fifth time, Maxim’s Group business Maxim’s Cakes won in the ‘Bakery Shops’ category, carrying off a total of five prizes, while Hong Kong Starbucks employee Leung Po Shan carried off the ‘Individual Prize Winner – Supervisor Level’ title in the ‘Food Shops’ category.

Pizza Hut Hong Kong (PHHK), which has been providing quality dining experiences for 36 years, continued its impressive run by winning awards for the 23rd consecutive year.

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.


Showing Spirit

On Mental Health from the Jardine Ambassadors

In keeping with its theme ‘Colour Up Our Lives’, the 2018 Walk Up Jardine House was a colourful occasion as over 600 people including Jardine Matheson Group executives, colleagues from Group companies, business associates, their families, friends and people recovering from mental illness, gathered together to run or walk up 49 floors to reach the Penthouse of Jardine House at a height of 600 feet. In its 33rd year, the event raised HK$3.3 million (US$420,000) for MINDSET to support mental health services in the community.

“We hope that this year’s theme will inspire everyone to bring positive energy into their lives,” said Group Managing Director and MINDSET Chairman Ben Keswick.

The event included a new category for friends in recovery who formed six teams to vie for the NGO race winning title. Over 150

Walk Up Jardine House A Colourful Occasion

people in recovery and friends from MINDSET’s NGO Partners, namely Baptist Oi Kwan Social Service, Caritas, Castle Peak Hospital, Kwai Chung Hospital, New Life Psychiatric Rehabilitation Association, Richmond Fellowship and The Mental Health Association, also joined in to cheer for the runners and perform sand painting, puppetry and music for supporters.

A total of 75 corporate teams competed, including 38 teams from business associates and 37 teams from Group companies, as well as 43 individuals. Twenty students from MINDSET’s ‘Health in Mind’ school programme also participated in four teams.

The awards for the highest amount of funds raised went to Mercedes-Benz Hong Kong in the Business Associates category and to Dairy Farm in the Group Business Units category. Dressing up as Pikotaro, the Hongkong Land team took home the coveted Fancy Dress Award.

Youth Ambassadors from Castle Peak Hospital

prepared lovely colour drawings as souvenirs for

the major sponsors of Walk Up Jardine House.

Kids were invited to dance and have fun on the stage.

26

Transparency Award for SingaporeMINDSET 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.

Health in Mind Activities Encourage UnderstandingTwo 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.

A day out at New Life Interactive Farm, the only agricultural sheltered workshop in Hong Kong providing training opportunities for people in recovery from mental 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 making a dessert with organic ingredients grown there and crafting recyclable bags for their own use.

“A field trip is a more interactive and relaxing way for students to understand more about people in recovery,” said accompanying teacher Ms Pun of St Paul’s School, Lam Tin. “It was a good way to broaden students’ exposure and feedback was positive.”

Meanwhile, a survey to understand the effectiveness of the HIM programme in improving participants’ mental

MINDSET Executive Committee members, Jardine Ambassadors,

HIM students and people in recovery enjoyed an educational

and fun-filled day at New Life Interactive Farm.

One of the many activities organized by MINDSET Singapore in the community to raise awareness and understanding of mental health issues.

health knowledge and reducing stigma, including negative emotions, attitudes and behaviour towards individuals with mental illnesses, has shown that it is indeed effective in achieving these goals. Assessing the programme for the period 2015-2017, the survey demonstrated that on the whole, participants showed significant improvement in both areas after attending HIM workshops. Following their involvement in the two-year HIM Programme, participants also showed improvement in their attitudes towards and willingness to socialize with, people with mental illness.


Showing Spirit

Sand Art Music Show Reflects Recovery JourneyA 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.

Sand Painting is one of several different art themed 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.

Youth Ambassadors from Castle Peak Hospital supported the Sand Art Music Show as performers.

Chinese New Year Celebrations at PlaceMINDSET 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

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 and face painting.

“The volunteer partnership with Gawad Kalinga enables team members from our stores and the Store Support Center to come together in the fight against hunger and poverty,” said RSCI Human Resources Vice President Roland Villareal. “This gives us the opportunity to serve life’s higher purpose, and to appreciate and be grateful for being part of a company that cares.”

Astra Helps SMEs at Trade Expo IndonesiaThrough its Dharma Bhakti Astra Foundation (YDBA), which fosters small medium enterprises (SMEs) in Indonesia, Astra helped give eight such businesses a presence at Trade Expo Indonesia (TEI), the largest trade expo in the country.

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.

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.

“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.

The launch of the Astra Saves Energy Month.


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.

Two students share a warm smile over a pizza.

Pizza Hut and KFC Taiwan Take Action in Rural CommunitiesAfter 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.

30

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 Understanding (MoU), which will further develop the existing co-operation between the two institutes.

KOSEN, the Japanese version of vocational education, is devoted to preparing engineers and prime labour for the industrial market. High school graduates can attend KOSEN for five years in a package that integrates the academic curriculum and practical laboratory or workshop time. The MoU is expected to encourage Polman Astra to further develop technology and research as well as vocational learning.

Recognition for Maxim’s Kiddy Heart Canteen Programme The Kiddy Heart Canteen programme for disadvantaged children, established by Maxim’s Group in 2013, has carried off the ‘Synergy Effects Award’ at The Hong Kong 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.

Families enjoy a nutritious meal and some quality time at a Kiddy Heart Canteen.

Astra Honda Motor Supports Vocational SchoolsTogether 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.


Workplace of the Future at Devon House

Developing Talent

The redevelopment of the Jardine Matheson office on the 25th floor of Devon House, Hong Kong into a more open, technology-enabled and agile, attractive working environment has been completed and officially launched. A pig cutting ceremony was held to mark the occasion officiated at by Group Managing Director Ben Keswick and Deputy Managing Director Y K Pang assisted by Group Head of Human Resources John Nolan.

“It is all about creating the workplace of the future,” explained Ben Keswick. “We wanted to create a space which would reflect the changes we are making in the company to improve how people work, as well as the employee experience. We also wished to encourage a culture of innovation and collaboration by designing an open office with inviting and inspiring break out areas.”

The new workplace incorporates features that help bring that vision to life.

Cubicles and closed-door working areas have been removed and the resulting open office setup allows people to interact more with their colleagues, to discuss, collaborate

From left: Jardine Matheson Group Deputy Managing Director Y K Pang, Managing Director Ben Keswick and Group Head of Human Resources John Nolan celebrate the launch of the new workplace on the 25th floor of Devon House.

and exchange ideas to create better and more innovative ways of problem solving. Employee wellbeing is promoted with ergonomically designed work areas. Technology is embedded in the design to facilitate more flexible and mobile working styles. It includes an integrated meeting room booking system and ClickShare devices to connect laptops seamlessly with TV monitors. There is also a ‘green wall’ to reduce stress at work and help people relax.

Reducing energy consumption and the quantity of paper used is creating a sustainable workspace and significant amounts of the furniture and construction materials are from recycled sources. In addition, the overall design incorporates a modern look and feel to express a more contemporary image of the Group.

“Every change made is about providing a better experience for all employees as well as visitors, potential new recruits and business partners,” said John Nolan. “It is somewhere we can be proud to bring our colleagues, friends, family and business partners – a place that makes us excited to work in every day.”

32

People in the GroupAfter 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 two posts. Jonathan Lloyd will succeed him as Group Corporate Secretary, while Erin Atan will take over Group Corporate Affairs. Before joining the Group in Hong Kong, Mr Lloyd was Group Company Secretary of Jardine Lloyd Thompson in London, and Ms Atan, Regional Communications Director for Rolls Royce, based in Singapore.

Wilson Kwong, previously Chief Executive of JEC, has succeeded Mark Whitehead as Chief Executive of Hong Kong Air Cargo Terminals Limited. Mr Kwong has been replaced at JEC by Kevin O’Brien, formerly an Executive Director of Gammon Construction.

Wilson Kwong

Jonathan Lloyd

Janet Yuen

Christoph Mares

Richard Baker

Kevin O’Brien

Erin Atan

Alan Chan

Paul MassotHenry Yip, Chief Executive, Pizza Hut Hong Kong (PHHK) and Jardine Restaurant Group (JRG), Hong Kong and New 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.

The following appointments have been made at Mandarin Oriental Hotel Group. Christoph Mares has been appointed Chief Operating Officer based in Hong Kong with responsibility for global hotel operations as well as overseeing the operational functions of Food and Beverage, Rooms and Quality, and Spa and Wellness.

Richard Baker has been appointed to the new role of Group Chief Relationship Officer. Mr Baker will lead the company’s portfolio management focus, bringing new hotel opening projects to fruition, and managing key owner and partner relationships.

Paul Massot has been appointed Group Development Director, responsible for driving the company’s global development strategy and development pipeline.


Group’s Longest Serving Employee Retires at 92The 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.

One time, Mr Tomita told Erick Watts, his boss from 1951-1956, that he would like to resume his college studies at 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.

In retirement, Mr Tomita has no plans to slow down and looks forward to spending more time with his two children, four grandchildren and two great grandchildren.

“Mr Tomita is an inspiration and an extraordinary example to us all,” said Sir Henry Keswick. “Through hard work and commitment he rose through the ranks of Jardines in Japan to become a mainstay of our operations, while always maintaining a positive outlook and sense of humour. We wish him a very happy retirement.”

Developing Talent

Left: The Jardine Matheson Group’s longest serving employee, Takashi Tomita in 1977 with 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 of KK Halifax.

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!

Takashi Tomita

34

Mark WhiteheadMark 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 Attracts Strong Interest A Jardines Career Expo in Macau attracted strong interest from graduate and undergraduate job seekers.

Eleven Group companies offering full-time, part-time and internship opportunities in areas such as retail, food & beverage, hospitality, technology and engineering hosted booths at the Expo, which was held at Mandarin Oriental Macau, while industry professionals from Group businesses gave talks and workshops to share personal experiences, employment information and interview advice.

In the first career talk entitled ‘Your Career Journey’, Group Human Resources Talent Manager Winnie Leung gave an overview of the Group and 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.

JEC Working Smarter with Mobile Apps

The J-Easy App enables users

to stay abreast of company

updates and to easily connect

with colleagues in just a few

clicks.

Staff members of Jardine Engineering Corporation (JEC) are finding managing work easier following the launch of two new corporate mobile applications – J-Easy and J-Toolbox.

The J-Easy App is a platform for receiving firsthand JEC company updates and facilitating instant communication between employees. The J-Toolbox App offers practical functions including easy-to-use engineering calculators and a report generator that facilitates work outside the office. Both apps have received positive feedback from users since their launch in late 2017.

Initiated by Management Trainees of JEC, the apps project reflects collaborative creativity. During the Innovate Jardines’ second Challenge on the ‘Future of Work’, the JEC apps idea was selected as one of the top 20 out of 6,500 submissions, and was highly recommended by the Innovate Jardines Leadership Team during the final showdown.


Creating a structured sales process, guided by sophisticated data analytics, is an integral part of JLT’s strategy to become the

world’s leading specialist risk and insurance adviser. Project

Sherlock is another step towards that exciting digital future.

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 Innovate Jardines ‘Future of Work’ Challenge.

The platform is designed to trawl public domain sources and internal systems, collecting relevant data that will generate meaningful new business leads for insurance brokers. This will release brokers from time-consuming research and allow them to focus more on clients.

“The primary focus of innovation at JLT is to constantly improve our understanding of our clients’ needs and enable our business teams to offer them a clearly differentiated level of service,” explained JLT 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 tool.”

Commenting on the achievements to date, JLT Asia CEO Dominic Samengo-Turner said, “Creating a structured sales process, guided by sophisticated data analytics, is an integral part of JLT’s strategy to become the world’s leading specialist risk and insurance adviser. Project Sherlock is another step towards that exciting digital future.”

Into the Future with JLT Project Sherlock

Project Sherlock team members from left: Malaysia Financial Lines (Healthcare) Senior Account Executive Noorulhuda Mohd Noor; Project Manager Kristian Diskerud; Malaysia Head of Specialty Projects Ryan Yap; and Malaysia Financial Lines (Healthcare) Vice President Ratnawati Osman.

Enterprising Matters

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.

©2018 Jardine Matheson Limited. All Rights Reserved.

volume 1 2018 - jardines · mainland china, thailand, indonesia, vietnam and singapore were all on...

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