We constantly work on improving our products and
services. Every year, we commission an independent
consultant to conduct a detailed survey to solicit
customer feedback. Our customers are asked to rate
our performance on five factors, namely property
management, lease, finance, quality and innovation
and marketing. The results from the survey are then
reviewed, and improvements are made to address
specific concerns highlighted by customers.
As part of our commitment in delivering exceptional
service to our tenants, the Property Manager,
together with ASB, is in the process of designing
and implementing the following programmes:
• Building service culture
This initiative aims to redesign tenant’s
experience by addressing their needs through
an outside-in perspective. The goal is to set new
service standards by encouraging employees to
follow guidelines on positive or recommended
behaviours, so as to embed a service culture
and mindset in the company. We believe
this will allow us to better understand and
respond to our tenants’ needs in the future.
• Integrated customers solutions
This programme is geared towards delivering
holistic value to our customers through
developing a new range of services, including
the development of industry clusters,
assistance in recruiting workforce, and
business matchmaking for our tenants.
SUPPLY CHAIN RESPONSIBILITY
The Property Manager engaged 697 active
suppliers to provide construction, maintenance,
cleaning, security and other services.
We encourage our suppliers to adopt
sustainable procurement practices, wherever
possible and applicable. In FY15/16, all new
suppliers were screened and checked as per
ISO Standard Operating Procedures.
Supplier compliance is essential to ensure their
practices continue to align with regulatory
standards. We mandate all our suppliers to comply
with the ASB’s Workplace Safety and Health
Management System (“WSHMS”), as well as relevant
government regulations. Suppliers’ performance are
evaluated regularly and their results are tracked in
our internal information management system. Where
incidences of non-conformance are found, warning
letters are issued to the suppliers and penalties
imposed according to the terms of the contracts.
HEALTH, SAFETY AND SECURITY
We place great emphasis on our responsibility
as a developer and a landlord to minimise
risks, protect the safety, and safeguard the
health of all those who work with us or visit our
properties. The Property Manager, our contractors
and vendors comply with the WSHMS.
Workplace and tenant safety
Driving our safety culture are the WSHMS
guidelines, which cover the entire real estate
lifecycle from project development to property
management stages. The WSHMS guidelines
include mandatory risk assessments, regular safety
trainings for employees and contractors, frequent
site inspections, timely incident investigations, and
internal and external audits. Periodic meetings are
held to discuss progress on performance, safety
gaps and improvement plans across all operations.
We have standard operating procedures in place
in case of contingencies such as fire, and bomb
threats. Yearly preparedness exercises and annual
fire drills are conducted to familiarise our employees
and tenants with emergency response procedures.
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ASCENDAS india trust ANNUAL REPORT
2015/2016
Ove r v i ew
what af f ect s us
what we do
our p e r formance
