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Sustainability has long been an integral part of SHKP’s corporate strategy to
drive growth, manage risks and create value. We put our Building Homes with
Heart credo into practice and work hard to generate returns for shareholders
and internal and external stakeholders including our employees, customers,
suppliers, contractors and the community. Our business objectives go
beyond financial return and are strategized to deliver long-term sustainable
value.
Securing and Developing Our Greatest Assets
Employees are our greatest assets because the value generated by people development
has increased tremendously as the business landscape becomes increasingly knowledge
driven.
We aspire to be an employer of choice by attracting, developing and retaining
talent. The Group has various programmes to find the right people to fit the right
positions. We held more than 6,100 training events and invested about HK$7 million to
upgrade the skills of our people in 2014/15. We recognize people’s contributions through
performance-centric rewards to motivate and retain them. The proportion of employees that
received performance reviews reached 89% this year.
Health and safety is a key risk in property development and management, so we have
OHSAS 18001 accredited occupational health and safety management systems to manage
such risks. There were zero fatalities among our employees and our construction accident
incident rate of 7.32 per 1,000 workers
1
was much lower than the industry average of 41.9
per 1,000
2
.
Fuelling Growth with Supreme Customer Experience
We believe that success in creating good customer experiences stems from the impeccable
quality of our products and services and our ability to anticipate and address customer
needs. By consistently delivering customer satisfaction with our day-to-day service we build
loyalty and brand equity over time, which is our way to drive sustainable business growth and
generate return on capital.
Quality is one of our core values that we adhere to across our diverse business portfolio.
The value of premium quality is embodied in the properties we build and manage, in the
connectivity we create in telecommunications and the state-of-the-art digital infrastructure
solutions we provide. As evidence of the pride we take in our high standards of quality, the
Group continues to provide a three-year quality warranty on all new residential units sold.
Setting an industry benchmark since 2013, it was the first of its kind in the territory.
We collect ideas from our employees to provide innovative customer service and identify
unsated demand. We listen to feedback from our customers and proactively respond. We
maintained our high level of customer satisfaction in 2014/15: 70% to 95% of the customers
surveyed were satisfied with our property services and 95% with non-property services.
1
Calculation is referenced to the methodology adopted by the Hong Kong Construction
Association.
2
Industry rate is calculated based on calendar year. Reference was made to Occupational Safety
and Health Statistics Bulletin (August 2015) from the Labour Department of Hong Kong SAR
government.
Value Created for Stakeholders
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Sun Hung Kai Properties Limited Sustainability Report 2014/15