Page 75 - KEX EXPRESS (THAILAND) PUBLIC COMPANY LIMITED : ANNUAL REPORT 2024

KEX EXPRESS (THAILAND) PUBLIC COMPANY LIMITED 75

reputation, performance and business opportunities. its business may be adversely affected. Responding to
Therefore, KEX has established operational policies and this risk, KEX places great importance on attracting,

practices which KEX’s employees and service developing, and retaining qualified employees through Operational Highlights and Financial Summary
representatives of KEX must adhere to. KEX requires its the People Development Department. KEX is committed
related functions to assess suppliers’ sub-contractors’ to continuously investing in employee training and
performance before and after projects to ensure that development through various specialised programs.
they comply with its standard code. The efficient In addition, a merit-based work environment, an open
process for handling customer complaints has also been culture, competitive compensation schemes, career
established to ensure maximum customer satisfaction path development, and succession planning are among
and maintain KEX’s reputation. KEX’s key strategies for strengthening this critical
foundation of human resources for its long-term
Operational Risks sustainable growth.

Failure of On-time Parcel Delivery IT System Failure Risk Key Milestones

As delivering parcels to customers on time is a vital Information technology is integral to KEX’s operations
aspect of service quality, customer satisfaction, and and the quality and competitiveness of its businesses.
reputation, KEX has been committed to achieving this With this in mind, KEX has incorporated information
objective ever since the company was founded. technology systems across the entirety of its operations
However, there is always the possibility that delivering to enhance the efficiency and scalability of its network,
parcels across KEX’s nationwide service network may with a strong focus on user experience. Our business Business Overview
encounter unexpected incidents or errors due to the may be materially affected if KEX’s information
performance of employees or subcontractors, such as technology systems experience problems, interruptions,

sorting or shipping mistakes, insufficient operational or malfunctions. Consequently, KEX continuously
capability during peak seasons, or any force majeure improves, develops, and maintains its information
event that may lead to parcel delivery delays. Any of technology infrastructure and systems. This includes
these situations can affect KEX’s reputation and ensuring that sufficient staff is available 24 hours a day
customer trust. Therefore, KEX has established service to help solve problems or system failures and keep
and safety standards in all aspects, including delivery disruption to a minimum. In addition, KEX also has in
status tracking protocols and constant, close monitoring place a backup plan with an accepted recovery period
by supervisors and the related departments. This system for restoring systems and emergency plans for every Governance Structure and Practices
also includes incentives for employees who achieve their department in the event of an IT system failure to ensure
set targets for timely parcel delivery, including business operations continue without interruption.
emergency planning. Moreover, KEX has in place a
systematic tracking process to immediately investigate Information Security and Cyber Attack Risk
and track customer consignments in the case of KEX is fully aware of the importance of information
customer complaints. security. As it mainly use information technology
systems in our business operations, it may face the risk
Human Resources Risk of identity theft or cyber-attacks leading to data breach,
The success of KEX’s business operations depends data loss, or operational interruption – all new types of Financial Performance
mainly on the continuing efforts of its management and risks that have emerged in recent years. Therefore, KEX
employees. Given the industry’s high turnover rate and has set policies and guidelines on information security
the limited supply of skilled personnel and experienced so that all employees are aware of the appropriate
high-level professionals, if KEX is unable to develop, information management and security. In addition, it

motivate, recruit and retain qualified, skilled and/or cyber security measures are constantly updated and
experienced managers and employees, or if it fail to improved in accordance with international standards
timely respond to changes in the business environment, and applicable laws. Sustainable Development