Integrated Annual Report 2019

Always
Be Ahead

Integrated Annual Report 2019

cover
RAJA TAN SRI DATO’ SERI
ARSHAD BIN RAJA TUN UDA
Chairman
Chairman's Statement
Dear Valued Stakeholders,

I am confident that we are on the right trajectory to achieve our ambition to be Malaysia’s Leading Converged Solutions Company.

1.3%

Revenue Growth

RM0.20

Dividends

RM1.56bn

Total Dividends

GOKHAN OGUT
Chief Executive Officer
CEO's Statement
Dear Valued Stakeholders,

Our ambitions are in line with the nation's aspirations to foster inclusive development and further enhance digital Malaysia, ensuring growth for the economy and prosperity for its citizens.

RM7.66bn

Service Revenue
(excl. Wholesale)

RM3.76bn

Normalised EBITDA

48.3%

Normalised EBITDA
Margin on
Service Revenue

Our Maxis Strategy
Download Our Maxis Strategy
  • Individuals, Homes and Businesses
      Win in Consumer Mobile
    • Continue to strengthen our leadership in our core business

    • Evolve from leader in consumer mobile to leader in consumer solutions

      No. 1 Convergence Player
    • Enhance customer offerings by converging connectivity products and solutions

    • Be Malaysia’s preferred fibre provider

    Grow Enterprise Exponentially

    Aim to be Malaysia’s No. 1 business partner with end-to-end portfolio of solutions that cater to all segments.

  • Differentiated and Digital “Unmatched Personalised Experience” (UPE)
    Expand Customer Touchpoints

    Maximise subscriber growth and customer value through unmatched digital personalised experience, channel reach, capability and productivity

      Maintain Network and Technology Leadership
    • Sustain network leadership and customer experience superiority

    • Cost control leadership through Digitalisation

      Leverage Digitalisation to Enhance Capabilities
    • Analytics and insights driven to support business outcomes

    • Leverage agile principles to accelerate operational processes

  • World Class Effective and Efficient Organisation
      Evolve the Organisation with the Right Culture, Talent & Capabilities
    • Attract the right talent and build the right capabilities.

    • Focus on strengthening our culture where our employees are proud to be Maxis

    Fuel for Growth: Productivity Initiatives

    Transform into an efficient organisation via productivity initiatives and cashflow improvements

    Strengthen Maxis as a Highly Reputable Corporate Citizen

    Credible, trustable and industry experts in telecommunications, regulatory and legal matters.

Material Matters
Download Material Matters
Stakeholders

Customers

Government & Regulators

Shareholders & Investors

Suppliers & Partners

Employees

Community

Customers

Government & Regulators

Shareholders & Investors

Suppliers & Partners

Employees

Community

  • Customer Experience & Satisfaction
    Definition

    The quality of customer experience from our products and services including Maxis driven engagement to better understand and meet customers’ expectations.


    Stakeholder Affected

    Strategy
  • Technology
    Definition

    Enhance product differentiation/capabilities through infrastructure and enablers such as network, IT and digitalisation.


    Stakeholder Affected

    Strategy
  • Ethical Business Practices
    Definition

    The way we govern and conduct our business with full compliance to relevant laws and regulations, and our commitment to be transparent.


    Stakeholder Affected

    Strategy
  • Data Privacy & Protection
    Definition

    Measures we implement to manage our stakeholders’ data privacy and protection.


    Stakeholder Affected

    Strategy
  • Innovation
    Definition

    New ideas to create value for an organisation which includes new design, technology, services or processes.


    Stakeholder Affected

    Strategy
  • Regulatory & Compliance
    Definition

    Sound governance and compliance practices to the government and regulators.


    Stakeholder Affected

    Strategy
  • Employee Development
    Definition

    Commitment towards succession planning and employee development of skills for future needs.


    Stakeholder Affected

    Strategy
  • Sustainable Business
    Definition

    Financial value created and distributed to our stakeholders.


    Stakeholder Affected

    Strategy
Value Creation Model
Download Value Creation Model

  • Financial

    Our financial capital enables value creation with the other 5 capitals through availability and management of our funds


    Manufactured

    Our physical assets, such as our network infrastructure and data centres, are important source of our competitive advantage


    Intellectual

    Innovation and technology has always been Maxis’ core focus to enhance our brand value


    Human

    Our people are our most critical asset. We invest in our people’s passion, hence creating our MaxisWay culture


    Social & Relationship

    Our strong and lasting relationship with our key stakeholders is created through mutual trust, partnerships, and value-added products and services


    Natural

    We make conscious efforts to minimise our environmental footprint impacted by our value chain


  • Differentiator:

    Innovative and the first to market best products and services to customers


    Differentiator:

    The quality of our network, IT technology and our customers’ digital and personalised experience as our top priorities


    Differentiator:

    World-class and efficient organisation that creates new and effective ways of working

    • Shareholders & Investors
    • Total revenue growth of 1.3%

    • Dividend of RM0.20

      Customers
    • Touchpoint Net Promoter Score of +56

    • Enhanced customers' experience

      Employees
    • New MaxisWay culture

    • World-class employee engagement score of 88%

      Community
    • Improved engagement and positive relationship with stakeholders

    • Empowered rural communities with digital learning

    Government & Regulators

    Contributes to states’ digital and NFCP agenda

    Suppliers & Partners

    Promoting the development of the local ecosystem

      Maxis
    • Mobile network leadership

    • Largest converged fixed and mobile network

    • Brand of the Year award by Malaysia Effie

    • Highest ROE over 3 years for Super Big Cap Companies by Edge Malaysia

Management Discussion
& Analysis
Download Management Discussion & Analysis
Click to enlarge image
  • Financial Review
    financials
  • Postpaid
    postpaid
  • Prepaid
    prepaid
  • Fibre Connections
    fibre
    Business Review
    Download Business Review
    Business Review Section
    Link to Our Strategy
    Downloads
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