fuji xerox malaysia sustainability report 2019

Be Responsible, Be Sustainable

Fuji Xerox Malaysia Sustainability Report 2019

myidrusma

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Fuji Xerox: Our Business Our Mission and Values

About This Report Reporting Framework

Scope

External Assurance

Contact

President’s Message FY2017/2018 Highlights

Stakeholder EngagementMaterial Topics Fujifi lm Group Sustainable Value Plan 2030

Good Governance Driving Ethical Business Conduct

Responsible Marketing and Communications

Why Sustainability Today

Ethics and Compliance

For Our Customers Key Highlights

Meeting Customer Needs

Innovative Solutions and Services

Customer Experience

Customer Support Centre

After-sales Support

Customer Feedback

Response and Resolution Times

Information Security

Supplier Integrity

For Our Planet Key Highlights

Green Solutions

Managing Our Environmental Footprint

Energy Consumption and Management

Fuel Consumption

Electricity Consumption

Carbon Emissions

Paper Consumption

End-of-Life Product Disposal

For Our People and Community Key Highlights

An Engaging Workplace

Promoting a New Work Style

Keeping our Employees Safe

Developing and Enhancing Employee Skills

Enhancing Internal Communication

Kindness in Our Community

Performance DataGRI Content Index

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78

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Contents

Fuji Xerox Co., Ltd. of the FUJIFILM Group, is in the business

of providing devices and customised software to facilitate

the collation, publication, customisation, dissemination and

storage of documents. Within Asia Pacific, Fuji Xerox Asia

Pacific Pte. Ltd., Malaysia Operations (hereafter referred

to as “Fuji Xerox Malaysia”) and Fuji Xerox Malaysia Sdn.

Bhd. are set up to service this region’s customers. Fuji Xerox

Malaysia is responsible for the sales and service of office

equipment in Malaysia and Brunei, while Fuji Xerox Malaysia

Sdn. Bhd., as the regional service centre for Fuji Xerox

affiliated companies in the Asia Pacific region, provides

customer support for our customers in Malaysia and Brunei.

Fuji Xerox: Our BusinessFuji Xerox Malaysia’s business practices are guided by the Fuji

Xerox Mission Statement and the Fuji Xerox Shared Values. As

a company, we strive to positively contribute to our customers

and shareholders, be it through our products, services, or

fi nancial performance, be good citizens in the environment and

the communities we operate in and engage with, and provide

workplaces which allow our employees to grow in their skills

and career, and demonstrate creativity in their work.

Key to a strong company is its values. Our six value statements

form the basis for how we conduct our business as responsible

members of society, while also guiding Fuji Xerox Malaysia

employees on the right behaviour. Our values clearly establish

our goal of creating products and service delivery that delight

customers, focusing on innovation and effi ciency, while

promoting respectful interaction and integrity.

Our Mission and Values

4 | SUSTAINABILITY REPORT 2019

SHARED VALUES

Deliver outstanding products and services originating from market

needs and social issues

Seek To OfferExceptional Value

Comply with legal and societal norms and always maintain good faith and

fairness in business

Maintain HighEthical Standards

Create new value based on creative thinking unfettered by

preconceived ideas

PursueInnovation

Seek overall optimisation and mutual development through reliance and cooperation with

others inside and outside Fuji Xerox

CollaborateClosely

Respect individual and different cultures, and live

considerately alongside others as members of society

RespectDiversity

Generate results by determining the real issues before making decisions

and seeking efficient processes

ValueSpeed

Mission Statement

Build an environment for

the creation and effective

utilisation of knowledge.

Contribute to the advancement

of the global community by

continuously fostering mutual trust

and enriching diverse cultures.

Achieve growth and fulfi llment

in both our professional and

personal lives.

Fuji XeroxCo., Ltd

FUJIFILMBusiness Expert

Corporation

FUJIFILMIntellectual

Property ResearchCo., Ltd.

FUJIFILMCorporation

FUJIFILM Holdings Corporation

Fuji Xerox AsiaPacific Pte. Ltd.

Fuji Xerox Asia Pacific Pte. Ltd.,

Malaysia Operations

Fuji Xerox MalaysiaSdn. Bhd.

Subsidiaries

For more information, please contact us at

[email protected], or through our headquarters:

Fuji Xerox Asia Pacific Pte. Ltd., Malaysia Operations GF, 1F & 3F, Axis Business Park, Block C,

No. 10, Jalan Bersatu 13/4,

46200 Petaling Jaya.

Telephone number: +603-7882 2888

Fax number: +603- 7882 2828

Building on nearly three decades of presence in

Malaysia, our promise is to continue to provide

solutions and services that create new value for

society by enhancing and upgrading our technologies.

Our core business is the provision of devices and customised

software to facilitate collation, publication, customisation,

dissemination and storage of documents. We also offer

outsourcing services to manage document processes and

devices to improve workfl ow effi ciency for our customers.

In Malaysia since

1992

Key Products and Solutions:

ApeosPort/

Docucentre-VII series,

Cost Recovery

Solution and Print

Management Solution.

A total of 714

employees, of whom

99% are Malaysians.

‘Green concept’ headquartersshowroom in

Petaling Jaya with

5 branch offi ces,

6 service centres and

20 authorised dealers.

This is our sixth annual sustainability report, with this publication

serving as a double issue covering both the 2017 fi scal year and

2018 fi scal year (“FY”). This report aims to present Fuji Xerox

Malaysia’s sustainability strategies through the disclosure of

material sustainability issues and our response to these issues

and other challenges. With this report, we seek to provide

clarity to our stakeholders on the initiatives carried out by Fuji

Xerox Malaysia to benefi t our customers, our planet and our

employees and community, in order to continue inspiring trust

in Fuji Xerox Malaysia to deliver on our promises.

This report has been prepared in accordance with the GRI

Standards: Core option. A GRI Content Index is included at the

end of this report for further reference. The report also complies

with the Corporate Social Responsibility (“CSR”) policies and

directions of our parent company, Fuji Xerox Co., Ltd.

Unless otherwise stated, this report covers the operations of

Fuji Xerox Asia Pacific Pte. Ltd., Malaysia Operations (“Fuji

Xerox Malaysia”) for FY2017 and FY2018, from 1 April

2017 to 31 March 2018 and 1 April 2018 to 31 March 2019

respectively. This report does not cover the supply chain of

our parent company, Fuji Xerox Co., Ltd. We have attempted

to provide a complete overview of our operations within

this scope and believe that the data presented is a fair

representation of our performance.

This report has not been audited by any external agency

or organisation. We have reported data to the best of our

knowledge, in good faith and in accordance with agreed

procedures. We rely on our internal processes to verify the

accuracy of sustainability related data for this report.

About This Report

Reporting Framework

Scope

External Assurance

Contact

SUSTAINABILITY REPORT 2019 | 5

Fuji Xerox Malaysia

A l f 7

Fuji Xerox has been a signatory of United Nation

Global Compact since 2002. As a Global Compact

Participant, we will continue to participate in

initiatives to drive Corporate Social Responsibility

(“CSR”) forward worldwide and will deepen the

discussion of Sustainable Development Goals.

Through these efforts, we will play a global leadership

role in spreading and expanding the UN Global

Compact and implementing its principles.

Spearheading Activities as aUN Global Compact Participant

Mark TanPresident

Fuji Xerox Asia Pacifi c Pte Ltd,

Malaysia Operations

At Fuji Xerox Malaysia, our ethos is one of responsibility and

sustainability in all that we do. As such, it is vital that these

values are embedded not just in our products and solutions,

but across our work culture and sense of being.

As the President of Fuji Xerox Malaysia, I am committed to

playing a pivotal role in engaging with our stakeholders to

embody these inherent values. By demonstrating continued

commitment towards our sustainability goals, we hope to

inspire our community to create a multiplier effect. True

change can only occur though a community that grows

together positively.

To deliver on these goals, we need to show meaningful and

measured progress. Process improvement is the underlying

principle guiding us to deliver on our sustainability promises.

Through process improvement, we seek to continually refine

operations along our value chain to provide better service to

our customers while caring for our planet and community.

The foundation of this approach is strong compliance with

internal and external guidelines and regulations and a focus

on strengthening open communication – both within our

organisation and between our company and those who we serve.

The inherent sustainability nature of our business solutions

demonstrates Fuji Xerox Malaysia’s commitment to creating

green solutions that not only benefit our customers, but

also the community we operate in. With the RealGreen

Concept, we are committed to creating products that are

environmentally friendly without compromising quality.

Within this approach, our Smart Energy Management

technology reduces its environmental impact by eliminating

the need for non-active modules to draw energy. I am also

proud to announce that with the support of our employees

and customers, we have planted close to 20,000 mangrove

trees via our Tree Planting Programme with the Forest

Department of Sarawak since 2012.

Looking to the team, we believe that feedback is key to

understanding the impact of our business on our stakeholders

and to gain their trust through active listening. We continue

to enhance our customer satisfaction programme to provide

a better customer experience. By setting targets to improve

response and resolution rates for customer feedback, we

seek to reframe our staff’s perspective on this customer

communication channel. By March 2019, we achieved a

100% and 97% success rate for the two-hour response rate

and five-day resolution rate, respectively.

To date, the biggest challenge we face is communicating our

business’s sustainable nature to our stakeholders. With this

Sustainability Report, we hope to continue bridging that gap

by demonstrating the initiatives that we have implemented

at Fuji Xerox Malaysia. I am confident that we will continue

to build on these initiatives, delivering greater quality and

customer satisfaction. To do so, we remain committed to

the theme of this year’s Sustainability Report – acting

responsibly, and sustainably in all that we do.

President’s Message

FY2017/2018 Highlights

5,337used machines

recycled

13,810kWh

of electricityconserved

92,856sheets of paper

conserved

1,061employee

sustainabilityman-days

volunteered

190,172consumables

recycled

4,100mangrove trees

planted in Kuching Wetlands

National Park

2,600Compliments

30%women in

management

contributing to lower

environmental footprint as

used machines are recycled,

reused or remanufactured

to minimise resource

consumption and waste

across internal

operations

through internal

operations

through our community

programmes

contributing towards

our zero waste to

landfill goal

creating more awareness

amongst stakeholders on

environmental conservation

received from customers,

improving 138% between

FY2017 and FY2018

up from 25%

in FY2017


How we respond:

How we respond:

How we respond:

Suppliers are trusted partners who enable our company’s

growth. We are also dependent on their conduct and

performance to uphold the high standards of our

company. To ensure alignment, we carry out annual

assessments of logistic service providers’ environmental

performance as well as annual reviews of our

suppliers’ operations. Compliance, business ethics and

environmental and labour practices are focus areas of

importance for suppliers.

Our presence in the communities we work in carries an

impact. As such, it is important that we listen to the feedback

from the communities we operate in. Regular dialogue with

our employees and local NGOs, such as MyReaders and

children’s shelters, provides context on what matters and

guides us on how we can positively contribute. Through these,

we establish relevant community programmes and strategic

partnerships that aim to elevate our local communities.

Our shareholders and investors are key players in

supporting our growth. Our economic performance,

workforce stability, business ethics, governance, legal

compliance and risk management are areas of interest to

our shareholders and investors. We keep them regularly

informed of these key matters through quarterly regional

Board of Directors’ meetings.

Our employees are key to the success of our company, and we

regularly engage them through forums, such as the cross-function

groups co-ordinated by our Management Quality Office, as

well as local and regional Process Improvement forums and

routine training.

Every year, our employee engagement survey communicates

on areas that work and what needs to change for us to remain

aligned to the company’s direction and values. Based on the

survey results, we discovered that our employees value Quality

& Customer Focus, Work, Structure & Process, Confi dence in

Leaders and Development Opportunities Captured.

• 360° Sustainable Value Chain – Page 11

• Innovative Solutions and Services – Page 12

• Customer Experience – Page 12

• Supplier Integrity – Page 14

• Kindness in Our Community – Page 20

Process Improvement Local Competition

To identify the material issues within Fuji Xerox Malaysia,

we connect with our stakeholders regularly and consider

their feedback in determining our sustainability practices.

Through our engagement with the different groups of

stakeholders, we identified key areas of stakeholder interest

from which priority issues were determined.

Stakeholder Engagement

Our customers’ voice is important in ensuring we create

products and deliver service levels that continue to meet

their high standards. Various tools allow us to collect

customer feedback, including our annual competitive

benchmark survey, annual global service interview, on-

going tracking of our Voice of Customer tool and customer

loyalty survey. Internally, we obtain further feedback from

customers through monthly sales and technical training and

customer support corrective action sessions. Through these

multiple channels, we have identified focus areas including

compliance, product and service quality, pricing, customer

support and information security.

Customers Suppliers

Local Communities

Shareholders/ Investors

Employees

How we respond:• Driving Ethical Business Conduct – Page 9

• Good Governance – Page 9

• Ethics and Compliance – Page 10

How we respond:• An Engaging Workplace – Page 18

• Promoting a New Work Style – Page 18


The SVP2030 identified six key slogans - Environment, Health,

Daily Life, Working Style, Supply Chain and Governance

– guiding its group of companies in their sustainability

journey. As a subsidiary company, Fuji Xerox Malaysia has

mapped our material issues to the Group’s SVP2030 slogans,

ensuring that we move in alignment with and support the

overarching objectives of the Group.

In August 2017, the Fujifi lm Group (“the Group”) announced its

Sustainable Value Plan 2030 (“SVP2030”). The target timeline

of this plan is set to progressively drive the Group’s efforts in

contributing to create a sustainable society, mainly through

innovation. The full picture of the SVP2030 can be accessed on

the Group website.

Fujifi lm Group Sustainable Value Plan 2030

Fuji Xerox Malaysia Materiality

Relevant SVP2030 Priority Area

Environment

Daily Life

Work Style

Governance

Reduce our own

environmental

impacts and

contribute to

the resolution of

environmental

issues.

Support the

tangible and

intangible

aspects of social

infrastructure

in people’s lives

through various

products, services

and technologies.

Promote social

change where

every person is

motivated in

the workplace

through

extending our in-

house work style

reforms.

Improve and

maintain

governance

structures

by further

disseminating

an open, fair and

clear corporate

culture.

Details SDG Impact


At Fuji Xerox Malaysia, we believe that our customers’

trust in us is key to our continuity as a business.

As such, our focus is not only to produce and sell

equipment, but also to ensure that we operate as a

responsible company in all aspects of our business — our

service to our customers, regulatory compliance, social

and environmental impacts or employee wellbeing. In

continuing our commitment in this area, Fuji Xerox Malaysia

organised Sustainability Briefing workshops throughout

March 2019 amongst Heads of Departments to discuss

previous priority issues, determine the relevancy of these

issues to current times and refine material topics. The

workshops also served to review sustainability practices

and our compliance to current regulatory requirements.

Through the workshops, we gained clearer insights into

Fuji Xerox Malaysia’s current sustainability practices and

strategies. These insights have formed the basis of disclosure

for Fuji Xerox Malaysia’s Sustainability Report 2018/2019.

The outcome of these workshops is a list of eight priority

areas which aim to serve our customers, our planet,

our people and our community through sustainable

solutions and practices. We do everything with a

clear understanding that our conduct must meet the

highest standards with adherence to strong governance

structures in ensuring business is done with integrity.

Material Topics

Fuji Xerox Malaysia materialtopics for FY2018/2019

GOVERNANCE

• Ethical Business Conduct

FOR OUR CUSTOMERS

• Reinforce 360° Sustainable Value Chain

• Innovative Solutions and Services

• Customer Experience

FOR OUR PLANET

• Managing our Environmental Footprint

• Green Solutions

FOR OUR PEOPLE & COMMUNITY

• An Engaging Workplace

• Kindness in Our Community

• Managing our

Environmental

Footprint

• Green

Solutions

• Reinforce 360°

Value Chain

• Innovative

Solutions and

Services

• Customer

Experience

• Kindness in

Our Community

• Customer

Experience

• Ethical

Business

Conduct

Materiality

International Framework Local Impacts

Good Governance

Fuji Xerox Malaysia Corporate Structure

To achieve our purpose as a company, every single

employee’s commitment and contribution is vital. From

the directors who drive our strategy to the teams who

work with our end customers, every person is accountable

for their contribution to our collective goal. Thus, a strong

governance structure is required to drive a sustainability

mindset throughout the company.

In Asia Pacific, Fuji Xerox Asia Pacific Pte. Ltd. oversees the

operations of Fuji Xerox Malaysia and Fuji Xerox Malaysia

Sdn. Bhd. Medium-range strategic plans are reviewed on a

quarterly basis between the directors of Fuji Xerox Asia Pacifi c

Pte. Ltd. and the President of Fuji Xerox Malaysia. In addition to

tracking progress to plan, these quarterly meetings also assess

Driving Ethical Business Conduct

Fuji Xerox Malaysia’s compliance to rules and regulations set

out by the Companies Commission of Malaysia.

The responsibilities of the Fuji Xerox Malaysia management

team include:

• Reviewing adherence to governance and key matters

related to finance and marketing.

• Discussing and deciding on major business deals.

• Discussing and reviewing matters related to human

resource and operational standards.

• Reviewing the performance and operations of Finance

Service and Call Centre Operations in Fuji Xerox Malaysia

Sdn. Bhd.

The respective committees are represented by managers from

cross-functional teams.

Responsible Marketing and Communications

We make every effort to provide accurate information

about our solutions and services. Our customers’ trust is key

to the continued success of our company and responsible

marketing is a vital part in inspiring that trust. Towards this

end, our sales teams are trained to be solutions partners.

As partners, we have invested in the success and growth

of each other. When we contribute to the greater good,

responsible marketing becomes second nature.

As part of the process improvement approach, we have

maximised productivity through technology. We have

transformed communication through our solutions and

services, sharing relevant information to our customers

such as usage data, timely alerts, green reports and

monthly health check reports, thus improving effi ciency in

the workplace.

Fuji Xerox MalaysiaSdn. Bhd.

Fuji Xerox Asia Pacifi c Pte. Ltd.

Malaysia Operations

Finance ServiceOperations

SalesOperation

1

Customer Service& Logistics Operation

Marketing& Planning

ManagementQuality Offi ce

Solution Business

OperationsFinance

Legal AdministrationGraphic

Communication Services

HumanResources

SalesOperation

2

Smart WorkInnovation Service

Operations

Call CentreOperations


Fuji Xerox Asia Pacifi c Pte. Ltd.

• Environmental (ISO 14001),

Quality (ISO 9001) and Information Security

(ISO 27001) Management Policies

• Ethics and Compliance Action Guidelines

• Personal Data Protection Policy and Privacy Statement

• Occupational Safety Policy

• Offi ce Security and Physical Environmental Security Policy

• Paper Procurement Regulation Standards

• Safety and Fire Evacuation Plan

• Code of Practice on the Prevention and Eradication of

Sexual Harassment in the Workplace

• Contingency Plan for Pandemic Influenza Flu

Sustainability is a priority area for us and this is reiterated

through the SVP2030. Targets are set as part of the SVP2030.

It is vital that we are aligned as an organisation to our

sustainability plans and targets. Beyond that, sustainability

is meeting our promises and delivering on what we set out to

do. For this purpose, sustainability leadership is something

all employees must embody.

At Fuji Xerox Malaysia, our approach to sustainability is

further guided by our principle of process improvement.

Through process improvement, we deliver on our

sustainability promises to our shareholders, stakeholders

and the environment with concrete actions.

We strive to gain our stakeholders’ trust and deliver on

our promises. Conducting our business and ourselves in an

ethical manner is non-negotiable. Guided by Fujifilm Group

Charter of Corporate Behavior and the Code of Conduct,

we embed ethics and compliance through various measures

within the organisation.

In April 2019, Fujifi lm Group revised the Fujifi lm Group Charter

for Corporate Behaviour and the Code of Conduct to adopt

more globally generic contents and enhanced descriptions

concerning human rights such as respect for diversity and

elimination of discrimination, prevention of bullying and

harassment, promotion of occupational health and safety,

and health promotion.

Our management is responsible for fostering a compliance-

centric organisational culture. To build that culture, various

activities are organised, including compulsory compliance

training for all employees, bi-annual reviews on our business

operations, and mandatory signing of an ethical code of

conduct declaration by all employees.

To support our company’s aim of keeping to our high

standards of ethics and compliance, we encourage

employees to highlight any ethical or compliance concerns

with their direct superiors. In cases where this is not possible,

the doors are open for employees to escalate the issue to

a higher management level or the Fujifilm Group Whistle-

blowing System (Hotline). In FY2017 and FY2018, there

were no complaints from employees regarding ethics or

compliance. We ensure that whistle-blowers can lodge

ethics-related issues without fear of reprisal or retribution.

1. Do not get involved in any action that is questionable

from the ethics and compliance perspectives.

2. Admit candidly any violations, deviation from norms or

errors and promptly take corrective and preventive actions.

3. Clearly define the roles, responsibilities, authorities and

the information route within the organisation.

4. Impart adequate and continuous training to all the

officers and employees and carry out fair evaluation on a

regular basis.

5. Self-audit carried out yearly by employees based on the

company’s management policy and guidelines.

6. Allocate adequate employees and budget to ensure that

ethics and compliance-related activities are being carried

out as a priority management issue.



As a company, we are constantly innovating and creating new

value through our products with the end goal of obtaining

customers’ trust and satisfaction. With our solutions and

services continuing to inspire and enhance our customers’

lives, we truly believe the profits and growth momentum will

naturally follow. In line with current business trends, we have

identified three priority areas which will continue to deepen

our customers’ trust in us: 360° Sustainable Value Chain,

Innovative Solutions and Customer Experience.

For Our Customers

KEY POLICIES


Key Highlights

How we are supporting the SDGsBy building a strong customer base, we are contributing to local

economic growth (SDG8). Innovation is at the core of our product

portfolio (SDG9 and SDG12). At the same time, our products are

becoming more environmentally efficient (SDG13).

Launched the ApeosPort-VII andDocuCentre-VII series,our most transformative product range to date, where we walk hand-

in-hand with our customers on their digital transformation journey.

97% success in achieving five-day customer complaint

resolution from January to March 2019

100% success in meeting our two-hour customer

response rate

2,600 compliments recorded through our “Voice of

Customer” system

Fuji Xerox Malaysia’s 360° Sustainable Value Chain is the

continuous improvement loop that runs through our operations

and serves as our response to SVP2030. Through the 360°

Sustainable Value Chain, we work with our partners to ensure

they align with our standards on the environment and business

ethics. We continuously review the sustainability of our solutions

and practices, supporting our aim to provide solutions to solve

social issues and reducing our environmental impact. Our offi ce

supplies are also sourced sustainably, by working with certifi ed

and local suppliers.

The 360° Sustainable Value Chain drives our logistics

processes as well, ensuring continuous process improvement

in how we manage the delivery of goods from our vendors to

our storage locations and finally to our customers, focusing

on timeliness. As our products reach our customers, we strive

to work with them to collectively reduce our environmental

impact. Once the products reach their end-of-life, we do

our part to support the drive towards a circular economy

by collecting used machines and collectibles, reducing the

disposal of products into the environment.

• Our industry-leading predictive

management programme, the Remote

Device Health Check, alerts Fuji Xerox

Malaysia when used consumables and

machines are ready to be collected.

• This digital solution ensures that

customers are attended to in a timely

manner and reduces travel for our

engineers.

• We practice responsible procurement

by seeking to minimise the negative

environmental and social impacts of

our purchasing activities.

• We ensure responsible paper

sourcing by supporting purchase

of certified paper.

• 90% of office supplies such as

stationeries, pantry supplies and

toiletries are purchased locally.

• We close the loop for Fuji Xerox’s

products by collecting them for recycling.

• Reports customers’ carbon footprint

and helps them monitor their

environmental impact

360° Sustainable Value Chain at Fuji Xerox Malaysia


Voice of Customers and ElectronicPartnership Broadband

Re-collection of used machinesand collectibles

Green Report

Offi ce Supplies

• Engineers use company vans to reach

customers in a timely manner.

• Vendors deliver products into Malaysia.

• Vendors receive the products and deliver

them to Fuji Xerox Malaysia’s storage

locations.

• Vendors deliver products to customers.

Internal Logistics External Logistics


For us to meet evolving customer needs,

we function as solid partners who are

constantly innovating to better serve

them. Beyond that, to continue to be an

effective partner to our customers, we

need to constantly be engaged not just

with customers but the entire process

and stakeholder chain.

360°Sustainable

Logistics

Cust

omer

Usa

geProcurem

entPractices

Supply Chain Management System

Ang Bing Bee, General Manager of

Marketing & Planning.


At Fuji Xerox Malaysia, we provide a variety

of document management equipment for the

Malaysian market, ranging from business copiers to

multifunction machines and software. Ultimately,

our goal is to improve effi ciency – both from an

environmental and a business perspective. To

meet this goal, we develop innovative solutions

and services, followed by matching customers with

the products that meet their unique needs most

effectively. We therefore place a strong emphasis

on providing our team and sales experts with the

tools necessary to advise our customers effectively.

• System is made error-free with features such as the

Duplex Automatic Document Feeder, which houses an

ultrasonic sensor that is capable of detecting

overlapping documents feeding incorrectly.

• Security concerns are addressed with strong device

level encryption, document rights management and

potential data backup creation. The Information Rights

Management system reduces the risk of information

leaks and enables a quick response for identifying

the source of the leak and securing the data should a

breach occur.

ApeosPort-VII/ DocuCentre-VII Color Series

Our business is driven by our customers, and we are

constantly seeking to improve how they experience our

solutions and services. We are particularly conscious

of the important role we play in ensuring customers’

business continuity and prioritise the rapid resolution

of customer issues. This helps us to not only retain our

customer base, but to maintain our positive reputation

within the industry.

To that end, Fuji Xerox Malaysia has multiple initiatives

set up with the main goal to listen to what our customers

tell us.

Customer Experience

We provide technical support through our customer support

centre, which is operated by Fuji Xerox Malaysia Sdn. Bhd.

The centre is certified in accordance with the internationally

recognised Service Capability and Performance (SCP),

ensuring that our technical support meets industry standards.

Customer Support Centre

Total calls processed

Category

Total calls answered

Resolution at initial point of contact

FY2016

187,347

137,121

17,541

FY2017

146,550

140,936

11,358

FY2018

155,162

131,190

5,554


The ethos of the Fujifilm Group of companies is always

about challenging barriers through innovation. This is

strongly reflected in our slogan, “Value from Innovation”.

Innovation has always been driven by our customers’

demands for productivity and flexibility, following our

ambition to enhance lives. As climate change bears

upon us, we also look towards how our solutions and

services impact the environment today. The launch of

our ApeosPort-VII and DocuCentre-VII series reflects

this dual target of providing inspiring products with

positive user experience while minimising our impact on

the environment.

Simple. Seamless. Secure. And Green. The ApeosPort-VII

and DocuCentre-VII products seek to achieve all these

and more, with their fully loaded features.

• The familiar user interface keeps things simple and

retains a positive customer experience.

• Integration with web-based document storage

enables customers to scan, print or share directly on

the Cloud.

• “Intelligent Scanning” features simplify the way our

products are used, allowing automatic conversion of

scanned documents to pre-defined formats, smooth

scanning of irregular sizes and support for a wide range

of file formats.

Innovative Solutions and Services

Launch of Fuji Xerox Smart Work Gateway for Digital Transformation with

Minister of Entrepreneur Development Datuk Seri Mohammed Redzuan Yusof,

in January 2019.

To inculcate a “customer first” mindset, we

introduced the “Well Done Fuji Xerox Malaysia”

Programme in December 2018, which allows

customers to compliment Fuji Xerox Malaysia

employees for providing excellent customer

service. Following the programme’s launch, 1,483

employees received compliments in FY2018.

Through this programme and the compliments

received, we hope to encourage the many sales,

engineers, collectors and call centre personnel

who directly connect with our customers to

continuously provide a positive experience

to our customers. “Well Done Fuji Xerox

Malaysia” also promotes positive recollection of

customers’ experience with Fuji Xerox Malaysia

by encouraging customers to reflect on the best

aspects of the service they received.

At Fuji Xerox Malaysia, we have improved upon the

efficiency and cost effectiveness of our after-sales

service through the use of technology. To prevent time

wasted due to disruption in operations, we incorporate

features within our machines to provide proactive alerts,

which will in turn inform our customers on required

actions to avoid any downtime.

Our new ApeosPort-VII/DocuCentre-VII Series is connected

to the Remote Device Health Check (“RDHC”) predictive

management programme to improve device effectiveness

and reduce unplanned downtime. The RDHC uses Fuji

Xerox Malaysia’s industry-leading predictive technology to

reduce the steps and time of problem resolution, allowing

for fast and accurate remote machine diagnosis. Benefits

to customers of this function include significantly improved

uptime, accelerated time to issue resolution and improved

productivity. The RDHC also optimises device performance

by ensuring that machines are operating on the firmware,

with updates performed remotely and outside of office hours

to prevent business disruption. With the RDHC, customers

are made more aware of the status of their devices through

a monthly appliance health check, which provides a health

summary of their device fleets.

As a proactive support measure, our Total Quality

Management System (“TQMS”) predictive maintenance

support allows us to schedule maintenance based on

the time, conditions and operations of our customers’

systems. This data is then used to plan for timely

delivery of office supplies to our customers and ensure

service parts are available for maintenance. Through the

connection with our Electronic Partnership Broadband

Server (“EP-BB”), we are also able to detect potential

malfunctions. When a machine does break down, the

information collected through the EP-BB allows our

engineers to quickly troubleshoot the problem, thus

speeding up resolution.

To enable two-way communication, we set up a Voice of

Customer (“VOC”) system, which allows our customers to

provide feedback on Fuji Xerox Malaysia’s operations and

services. Input from our customers is an effective way to

honestly assess our service performance and we welcome

both positive and negative feedback. We actively engage

with the information received via VOC to continuously

improve on our processes and the solutions we provide

to our customers.

As the range of feedback applies to every aspect of our

company, relevant feedback is also passed on to other

teams, such as our research and development team, thus

providing valuable input to enhancing our solutions and

services. As a testament of our commitment to positive

customer experience, positive feedback accounted for

89% and 77% of total feedback received in FY2017 and

FY2018 respectively. This far exceeds our target of 80

compliments per month under the “Well Done Fuji Xerox

Malaysia Programme” launched in October 2018.

To demonstrate to our customers that their feedback is

valued, we introduced the “Complaint is a Gift” programme

in November 2018 to reframe our perspective on customer

feedback. Under this initiative, we set a target to respond

to all complaints within two hours and fully resolve all

complaints within five working days. Between January 2019

and March 2019 we achieved a 100% success rate for the

two-hour response target and 97% success rate for our five-

day resolution target. This initiative fully aligns with our

company’s shared value of being a quality company and

continuing to uphold customers’ trust and loyalty.

One of our “Complaint is a Gift“ Winners

After-sales Support

Customer Feedback

Response and Resolution Times

Well Done Fuji Xerox Malaysia Programme

Complaints

Category FY2017 FY2018

Compliments

Inquiries

Total

98 536

769 1,831

162 20

1,029 2,387


While excellent customer service and innovative

products positively contribute to our customers’

trust and loyalty, this can easily disintegrate

if their safety and security are compromised.

Understanding the gravity of this concern, we

treat information security with utmost importance

and have established extensive data protection

measures throughout the entire lifecycle of our

products. The manner in which Fuji Xerox Malaysia

collects, uses, discloses and retains personal data

is directed by our Asia Pacific Office and guided

by our Personal Data Protection Policy and Privacy

Statement. We abide by all relevant regulations,

including the Personal Data Protection Act

2010, and hold ISO 27001 certification for our

information security management systems.

Information Security

With increasing consumer awareness, customers are doing

their part as good citizens by making ethical choices. To

support their purpose, which aligns with that of Fuji Xerox

Malaysia, we aim to provide assurance to our customers

that all aspects of our business are conducted ethically. This

starts at the very beginning of our products’ journey with

our responsible procurement practices. In addition to our

procurement practices, we maintain strict standards which

are ISO certified for 9001 and 14001.

Fuji Xerox’s key strategy for minimising society’s adverse

impacts on the environment is to manufacture products

which are environmentally efficient. With this in mind, we

utilised our RealGreen Concept approach to create products

that not only consume less but exhibit strong performance.

Using RealGreen Concept, our products are manufactured

with the following technology to consume less energy:

In addition to producing innovative products which are

environmentally friendly, we support our customers’ needs

to do their part for the environment by reducing their waste

through our end-of-life product disposal practices. We also

help customers understand their own footprint and manage

costs through the Green Reports we share with customers,

which provide information on their machine usage and the

corresponding impact to the environment.

To demonstrate Fuji Xerox Malaysia’s commitment to

continually provide environmentally sustainable products,

we strive for adherence to national and international

product standards. To date, all new products launched by

Fuji Xerox Malaysia have been endorsed with MyHIJAU

Mark, a Malaysian initiative to identify products verified

by GreenTech Malaysia as compliant with relevant

environmental standards.

• The Smart Energy Management technology segregates

our machines’ functions, so only functions in use are

activated. Thus, non-active modules remain dormant and

do not consume electricity unnecessarily.

• Our print heads are manufactured using LED lights, which are

known to use only a fraction of the energy of regular bulbs.

• We improved our regular EA-Eco Toner to create the Super EA-Eco toner, which has a 10°C lower fusing temperature.

This means less heat and therefore less energy is used for

printing. The Super EA-Eco toner is also the smallest class

toner in particle size in the industry.

Supplier Integrity Green Solutions

We receive daily reminders that climate change requires

urgency from all parties. An August 2019 report by UN

Climate Change warns that progress is not moving at a pace

required to meet the goals of the Paris Agreement, and that

real transformation is required to address the impact of

climate change.

For Our Planet

At Fuji Xerox Malaysia, we are aware of

our direct impact on the environment,

through our own business consumption

and the products we put out into

the world. To mitigate this, we have

a two-part approach to addressing

our environmental impact: we use

innovative technology to build products

which minimise the adverse impact on

the planet and internally manage our

environmental footprint through close

tracking of our consumption.

Lee Jun Giat, General Manager of Customer

Service & Logistics Operation.


Key Highlights

190,172 units of used consumables

5,337 units of used machinessent for responsible disposal in FY2017 and FY2018

100% used products collected and sent for responsible disposal

How we are supporting the SDGsThrough a relentless focus on resource management (SDG12), we

are able to improve and enhance products and solutions that are

climate friendly (SDG13)

95,157 sheets of paper conservedthrough internal operations in FY2017

RealGreen Concept

As a manufacturer and as a business, Fuji Xerox is mindful of

the magnitude of resources we consume, as well as the waste

we produce into the environment. Based on the Fujifi lm Group

Green Policy on “Environmental Consciousness”, Fuji Xerox

Malaysia has established our environmental management

policy to support our aims towards environmental conservation.

This policy covers all aspects of our business practices, and is

refl ected in the data we collect to track and manage resource

consumption and emissions.

With innovative solutions, we are also able to minimise

our impact on the environment. The ApeosPort-VII and

DocuCentre-VII series are built with Smart WelcomEyes to

detect an approaching user in order to wake the device from

sleep mode. This promotes energy saving which benefits

both our customers’ bottom line and the environment.

Other green technology employed in this range of machines

include our newly-developed Super EA-Eco toner, which uses

the industry’s smallest toner particles; the use of bio-based

plastic parts created from cellulose derived from wood and

recycled plastics for some external parts; and reducing

wasteful paper output by storing received faxes in the device

folder so that only relevant faxes are printed.

This table below highlights efforts within the company to meet

the objectives of Fuji Xerox Malaysia’s Environmental Policy:

Managing Our Environmental Footprint

Fuji Xerox Malaysia’s Environmental Policy

Fuji Xerox and its affiliated companies will achieve

the world’s highest level of contributions to the

environmental conservation activities of customers

and society. We shall

• Comply to legal and internal regulations

• Make efforts in resource / energy-saving

• Develop / introduce new technologies

• Improve / reinforce management systems

• Improve harmony with society

• Practice environmental marketing

• Disclose information

• Attend to unforeseen occurrences

• Educate / Enlighten

• Collaborate with our partners

ISO 14001:2015

Environmental Policy Effort(s)

Comply to legal and

internal regulations

Improve harmony

with society

Disclose information

Educate and

Enlighten

Improve and reinforce

management systems

Practice environmental

marketing

Attend to unforeseen

occurrences

Make efforts in resource

and energy-saving

Develop and introduce

new technologies


• ISO certifications ISO 14001:2015.

• Regular reviews conducted by all

departments to ensure their processes

adhere to regulatory requirements.

• Kindness in Our Community initiatives.

• Annual report.

• Sustainability report.

• Press releases.

• HEART-APAC integrated platform

that houses employees’ data, including

performance and competencies

management, development through

e-learning and more.

• Maintain a comprehensive

Information Security Management

System and Quality and Environment

Management System as part of our

commitment to ethical behaviour and

business partnerships.

• Minimise paper usage during Fuji Xerox

Malaysia events through the use of

e-invitations and e-brochures.

• Responsible management of waste

generated at Fuji Xerox public and

customer engagement events.

• Voice of Customer.

• Occupational Safety Policy.

• Contingency Plan for Pandemic

Influenza Flu.

• Office Security and Physical

Environmental Security Policy.

• Management and monitoring of fuel

consumption.

• Paper consumption tracked via

Follow-U System.

• Provide Green Reports to customers to

help them better understand the usage

and environmental impact of their

Fuji Xerox equipment.

• RDHC uses industry-leading predictive

technology to improve device

effectiveness and reduce unplanned

downtime.

• Smart Work Gateway uses data-

centric security and Information

Rights Management to control the

use of modification and distribution

of content.

• Duplex Automatic Document Feeder

detects overlapping documents

being fed incorrectly to prevent

scanning errors.

• “ScanAuto” automatically selects the

correct size/simplex/duplex/orientation

of user’s document.

• Smart WelcomEyes detects an

approaching user and automatically

wakes the device from sleep mode.

• Super EA-Eco toner uses the industry’s

smallest toner particles.

Scope 1, Scope 2 and Scope 3 greenhouse gas (“GHG”)

emissions are tracked on a monthly basis across all

departments within Fuji Xerox Malaysia, following the

GHG Protocol Corporate Standard. This means that data

is collected from the transportation of equipment and

consumables to and from warehouses, distribution and

collection to and from customers as well as emissions from

our head office, branches and other offices. We recorded an

increase in our carbon footprint in FY2018 due to an increase

in the emissions factor for electricty consumed.

*Note that our 2015 and 2016 data has been amended based on revised calculations.*Note that 2017 was the first year in which we began tracking fuel consumption based

on efficiency.

In continuing our commitment to reducing GHG emissions,

we pledge to:

1. Ensure the most efficient route is chosen during Fuji Xerox

Malaysia’s collection process, to meet GHG emission -

Scope 1 targets.

2. Where collection is outsourced, we will manage vendor

routes to also ensure the most efficient route is chosen.

This addresses GHG emission - Scope 3.

3. Continually improve on the delivery of goods from our

vendors to our storage locations and customers, to

ensure minimisation of carbon emissions while focusing

on timeliness.

Energy Consumption and Management

Annual Total Carbon Footprint

Fuji Xerox Malaysia began monitoring fuel consumption of

Service Engineer vehicles in FY2014, with targets based on

the litres of fuel consumed per van per month. In FY2017,

targets were revised to reflect efficiency by monitoring

kilometres driven per litre of fuel.

While we have generally met the FY2018 target of 11.3 km/

litre, further work is required to ensure this is consistent. We

remain focused on our strategies to continually manage our

fuel consumption:

1. Ten old vans replaced by more fuel-efficient vans

in FY2017.

2. Route optimisation when travelling to customer’s location.

3. Minimise maintenance site visit through the use of remote

access technical assistance via “Log Me In”. Only when

an issue cannot be resolved via online documents, first-

level support and post escalation to the Technical Support

centre, will an engineer then be dispatched to site.

Annual Fuel Efficiency

12

10

8

6

4

2

0

Kil

om

ete

rs D

rive

n p

er

Lit

re o

f F

ue

l (k

m/L

)

Target

20182017*

Actual

We did not meet our energy savings target in FY2017 but

with our employees’ concerted efforts, we achieved a 3%

reduction in electricity consumption in FY2018, thereby

meeting our target for the year. We continue to place a

focus on managing our electricity consumption through

regular communication and awareness to our employees on

energy-saving practices such as switching off lights during

lunch breaks and minimising the use of air-conditioning.

This has allowed us to prevent an increase in our electricity

consumption since 2014.

Annual Electricity Consumption

2014

2,000

1,900

1,800

1,700

1,600

1,500

2015 2016 2017 2018

Year

Actual Target

Ele

ctri

city

Co

nsu

me

d(M

Wh

)

Scope 1

Direct GHG Emissions.

Emissions fromcompany-owned vehicles used by our engineers for customer support.

Indirect GHG Emissions.

Emissions fromelectricity usage.

Other Indirect GHG Emissions.

Emissions fromtransportation

of products into, within and out of

Malaysia.

Scope 2 Scope 3


• Corporate Induction programme for new

employees.

• Management Development Programme.

• New Leaders Development Programme.

Collaborate with our

partners

• Maintaining strict standards which are

ISO certified for 9001 and 14001.

• Annual vendor reviews.

• Ensure suppliers comply to our Paper

Procurement Regulation Standards.

Educate and

Enlighten

2014

4000

3000

2000

1000

0

2015* 2016* 2017 2018

2,501.86 2,515.30

2,797.10 2,792.463,143.43

To

nn

es

of

C0

2

Year

Year

Carbon EmissionsFuel Consumption

Electricity Consumption

Paper consumption is tracked and managed via our

ApeosWare Management Suite (“AWMS”) Follow-U system,

which monitors paper consumption in Fuji Xerox Malaysia’s

headquarter office. Through our concerted efforts, we

exceeded our paper conservation target in FY2017. In

FY2018, we further reduced our consumption by 30%

compared to FY2017 levels, although we did not meet the

conservation target set for the FY2018 year.

Besides paper consumption, we also require our paper

suppliers to comply to our Paper Procurement Regulation

Standards, which provide traceability of their raw materials and

environmental management of their manufacturing plants.

Fuji Xerox Malaysia has a used parts collection programme,

where used products are collected from our customers with

the aim of reusing the parts from these products, thus doing

our part to strengthen the circular economy. Materials

which cannot be used will be managed in a responsible

way through recycling and incineration in accordance with

our Zero Waste to Landfill Policy. We met our 99.9% used

parts collection target in FY2017 and exceeded the target in

FY2018 by collecting 100% of used parts.


Annual Paper ConsumptionM

illi

on

Sh

ee

ts

2016 2017 2018

TargetActual

2.5

2.0

1.5

1.0

0.5

0

Target (sheets)

Category

1,800,524

FY2016 FY2017 FY2018

1,846,747 1,215,303

Results (sheets) 1,905,552 1,751,590 1,217,726

Paper Saved (sheets) -105,028 95,279 -2,423

Annual Used Machines and Consumables Collected

To

nn

es

2014 2015 2016 2017 2018

Used consumables collected Used machines collected

600

500

400

300

200

100

0

Used Consumables sent to Fuji Xerox

Eco-Manufacturing Plant Annually

Nu

mb

er

of

Un

its

160,000

120,000

80,000

40,000

-

2014 2015 2016 2017 2018

Used Machines sent to Fuji Xerox

Eco-Manufacturing Plant Annually

Nu

mb

er

of

Un

its

8,000

6,000

4,000

2,000

0

2014 2015 2016 2017 2018

A new regulatory requirement in July 2018 stipulated

that Fuji Xerox Operating Companies, including

Malaysia, stop exporting used machines and

consumables into Thailand for processing at the

Fuji Xerox’s Eco-Manufacturing Plant. Keeping to our

commitment of providing an environmental sound

recycling, a Malaysian-based recycler approved by

the Department of Environment was selected to

ensure continuity in the recycling activities. Using

a Malaysian-based recycler also means our impact

on the environment is lessened due to the shorter

distance for the transportation of materials.


To become a sustainable business also means to lift the

people who engage with us, be they our employees or the

communities we work in. Hence, People and Community

has been identified as a key pillar in our continuous journey

to sustainability. Within this pillar, we carry out various

initiatives to ensure our employees are motivated and give

back to the communities who generously welcome us.

For Our People and Community

Year

Year

Year

Year

Paper Consumption

To provide a space where employees feel safe and secure

to be able to give their best, Fuji Xerox Malaysia puts

great emphasis on the importance of a healthy workplace

culture. We ensure we follow all local employment laws and

regulations and aim to be an industry leader in fair

employment practices.


Key Highlights

How we are supporting the SDGsWe continue to enhance our workplace practices and engage

employees to be future-ready (SDG5 and SDG8). We are also working

towards a more inclusive and diverse workplace (SDG5 and SDG10).

95% response rate for employee engagement survey

in FY2017 and 89% response rate in FY2018

ZERO lost time injury rate in FY2017 and FY2018

Average of 22.5 hours of training for permanent employees

per year

19,634 mangrove trees planted to date

1,061 sustainability man-days volunteered by our employees

Our ambitions as a company are achieved because

of the people who run our business – every single

individual we employ. This is reflected globally by

the Group whereby Work Style is highlighted as a

key area of sustainability. Through Work Style, we

aim to motivate every employee in the workplace

through in-house reforms, including a new workstyle,

occupational health and safety and skills development.

Our commitment to new Work Style also includes a

commitment to foster business environments where

diversity is welcome. In line with this and with our

shared value of respecting diversity, we strive to hire

and retain a diverse and inclusive workforce.


Our Human Resources policies cover, but are not limited

to, remunerations, benefits, health and safety, career

development and training. These are reviewed regularly to

ensure we stay competitive in the market.

Nasi lemak session in the office

Hari Raya Aidilfitri Celebration

Annual Dinner

Happy employees lead to happy customers. To that end,

the FXML Wellness Group (“FXML WG”) was formed to bring

employees from different functions together to achieve the

following objectives through a fun approach:

• Foster unity, teamwork, connectivity and open

communication in all employees.

• Promote activities to achieve work-life balance in line with

company direction and shared values.

• Host fun activities, sports and special events geared

towards employees’ health, wellness and productivity.

• Provide opportunities and a platform to encourage

education and create awareness of wellness.

Our employees participated in activities such as the annual

dinner, attended by 500 stakeholders, and charity drives

including a visit to an old folks home. We also ushered in the

festivities for Chinese New Year with office decorations and

a “Lou Sang” potluck party.


714

64% 74%

26% 36%

Fuji Xerox Malaysia also has in place competitive leave

policy, travel policy, corporate petrol card policy, pager policy,

handphone policy and group hospitalisation and surgical

insurance policy. We have also constructed a group health

screening programme which was well received by all employees.

Total workforce

of

male permanent employees

contractemployees

female

Good employees are the foundation of any company’s

success. As such, Fuji Xerox continues to attract and develop

our talents. To attract new employees, Fuji Xerox Malaysia

is active in career fairs and campus recruitment drives to

introduce our company’s strong ethos to new talents.

In order to effectively manage the initiatives we have

established to create an engaging workplace, it is essential

that we collect employee feedback on their success. To do

so, we conduct an annual Employee Engagement Survey.

Based on the most recent survey results, Fuji Xerox Malaysia

is taking steps to promote a more engaged workforce

through the establishment of new workplace activities and

an engagement action plan.

In addition to this targeted engagement, all managers are

responsible for upholding the following practices to ensure

that employees remain motivated:

• Continuous communication between managers and employees.

• Provide clear direction.

• Enhance collaboration.

• Give due respect & recognition.

• Improve work, structure & processes.

Internally, we keep our employees motivated in the workplace

by investing in their development. This not only builds a

workforce that enables us to keep up with industry changes, it

shows our commitment in supporting our employees’ career

progression. Systems used to develop our employees include

formal training, a Human Resource system which allows

employees’ skills to be tracked, managed and enhanced to

support career progression and performance appraisals.

Performance appraisals are conducted to effectively

communicate and review an employee’s performance and

identify areas for improvement for continual development.

To enable fairness in career development, we have in place

a job grading policy, promotion policy and internal job

transfer policy.

Developing and Enhancing Employee Skills

Building High Management Culture Training

With a business that keeps a large number of our employees

on the road, we put in place a number of policies to

ensure the safety and well-being of our employees. Our

Occupational Safety Policy tracks incident rates to ensure

good practices are being followed and provides guidance

on required improvements.

Other policies in place to provide a safe and secure

environment for our employees include: Safety and Fire

Evacuation Plan, Code of Practice on the Prevention and

Eradication of Sexual Harassment in the Workplace,

Contingency Plan for Pandemic Influenza Flu, Office

Security and Physical Environmental Security Policy. A

Safety and Fire Evacuation awareness drill is also carried

out annually at Fuji Xerox Malaysia.

Keeping our Employees Safe

New Employee Training Programmes

Leadership Development Programmes

All Employee Training Programmes

Human Rights andAnti-Corruption

Corporate Induction Programme

Management Development Programme

Integrated ISO Awareness

Code of Conduct Declaration

Information Security Management System

Corporate Social Responsibility

A mandatory

e-learning course on

human rights and

anti-corruption.

An eight-hour course

covering key areas of

Fuji Xerox Malaysia,

including corporate

identity, VOC,

sustainability and

compliance.

Equips new managers

with foundational

skills and knowledge

to communicate

with, motivate and

develop their team.

• ISO 9001.

• ISO 14001.

• Ethical Code of

Conduct

declaration.

• Code of Practice.

• Information

Security

Management

System.

• Corporate Social

Responsibility

E-learning.

100% of corporate

employees

completed.

100% of new

corporate employees

completed.

100% of New

Managers attended.

100% of corporate

employees

completed.

100% of corporate

employees

completed.

100% of corporate

employees

completed.

100% of corporate

employees

completed.

Completion rateFY2017/2018


average hours of training per person per year delivered to permanent employees

average hours of training per person per year delivered to contract employees

2.522.5

ZERO man-days Lost time injury rate

hours hours

We value the community we operate in, and in reciprocation,

we organise activities to give back to that community and

others. Employees are encouraged to volunteer for the

numerous regional community programmes we support,

such as charity drives and visits to homes for the elderly.

One of our key programmes is the Tree Planting programme

with the Forest Department of Sarawak. Within this

programme, we have committed to planting 20,000

mangroves by the end of 2020. We are proud to report that

we have achieved 98% of our target to date.


19,634mangrove trees planted nationwide since 2005

1,061sustainability man-days volunteered through our

community programmes across FY2017 and FY2018

4,100mangrove trees planted in Kuching Wetlands National Park creating more awareness amongst

stakeholders on environmental conservation

Mark Tan, Fuji Xerox Malaysia President with Anthony Alexander Banyan,

Assistant Director of Forest Department Sarawak

Sustainability Man-days

608

FY2016 FY2017 FY2018

687 374

Performance Data

Covers Fuji Xerox Malaysia Nationwide

Environment

Energy

Unit FY2016 FY2017 FY2018

Electricity target kWh 1,690,207 1,671,608 1,671,608

Electricity consumed kWh 1,671,608 1,686,624 1,642,782

Electricity conserved

Paper target

kWh

sheets

18,599

1,800,524

-15,016

1,846,747 1,215,303

28,826

Fuel target

Paper consumption*

litre

sheets

171

1,905,552

9.1 km/litre

1,751,590 1,217,726

11.3 km/litre

Fuel efficiency

Paper conserved

litre

sheets

183

-105,028

11.3 km/litre

95,279 -2,423

11.4 km/litre

Paper consumption*

*Represents paper

consumed at our

headquarter offi ce. Data

was tracked using AWMS

Follow-U system.


Enhancing Internal CommunicationEffective communication is a useful tool to

engage our employees. For that reason, we

set up a monthly Managers’ Communication

Meeting in 2019 to enable information sharing

between managers and senior management.

The goal is for all managers to further cascade

the information from the meeting to their team

members, enabling all employees to feel a closer

connection with the company’s overall plans

that is not limited to their area of involvement.

During the May 2019 session, an external speaker

was invited to conduct an Emotional Intelligence

session with all managers. This is a starting point for

the delivery of similar sessions to create awareness

amongst managers that their daily behaviour can

affect team members and other employees.



Human Resource


All employees

Total Workforce number of

employees

827 829 714

Permanent percentage 67 68 74

Contract

Male

percentage

percentage

percentage

percentage

percentage

33

63

1

51

5

32

64

1

55

7

26

64

1

56

7

Employees under union

Female

percentage

percentage

percentage

percentage

percentage

6

37

0.24

42

1

6

36

1

33

2

7

36

1

33

2

Work Type

Permanent

Employees

Management

Executive

Non-executive

Male

Male

Male

Female

Female

Female

Energy

Total carbon footprint

Total wasteWaste

Water

Used

Consumables

Used

Machines

Carbon

Footprint

tCO2

tonnes

2,797.1

Managed by building management since

moving to Menara Binjai.

2,792.46 3,143.43

Scope 1 – gasoline

Non-recycled items

tCO2

tonnes

424.6 403.42 326.34

Scope 2 – electricity

Recycled items

tCO2

tonnes

873.8 1,180.64 1,149.95

Scope 3 – 3rd party logistics

Used consumables collected

Used machines collected

Used machines sent to Fuji Xerox

Eco-Manufacturing Plant

*Since FY2018, used machines are sent to

a Malaysian recycler, following regulatory

requirement to stop exporting used machines

and consumables into Thailand.

Used consumables sent to Fuji Xerox

Eco-Manufacturing Plant

*Since FY2018, used machines are sent to

a Malaysian recycler, following regulatory

requirement to stop exporting used machines

and consumables into Thailand.

Landfi ll ratio (non-recycled/ total waste)

tCO2

tonnes

tonnes

unit

unit

percentage

1,498.7

162.0

518.027

154,113

6,985

1,388.40

152.4

389

152, 414

4,221

1,667.15

37.8

203

37,758*

1,116*

Municipal water supply m3


Environment



Male

Female

Minimum starting wage

Annual average training hours per

permanent employee

Annual average training hours per

contract employee

Average employee training hours

per year

Total employee training hours on

policies

Total number of incidents of

discrimination

Employees trained in

organisation’s anti-corruption

Employees covered by collective

bargaining agreements

New Hires

Training

Labour

practices

number of

employees

number of

employees

MYR per

month

hours

hours

hours

hours

number of

incidents

Percentage

Percentage

147

103

1,200

30

2

N/A

4

0

100

6

199

89

1,200

20

3

N/A

4

0

100

6

115

57

1,200

25

2

N/A

4

0

100

7

BumiputeraEthnic Racial

Breakdown

percentage 18 43 37

Chinese

Others

percentage

percentage

74

0.24

49

0.12

55

0.14

Indian

Non-Malaysian

percentage

percentage

6

1

7

1

7

1


Society


Charitable Contributions

Cash

Employee time

In-kind contributions

Tree planting activities

MYR

Man-days

MYR

MYR

number of

trees

N/A

608

5,000

34,598

2,200

8,122

687

5,000

25,222

2,600

N/A

374

5,000

16,997

1,500



Human Resource



Male percentage 44 44 49

Female percentage 56 56 51

Contract

Employees


102-1

102-40

102-41

102-42

102-43

102-44

102-14

102-16

102-18

102-3

102-9

102-13

102-4

102-5

102-6

102-7

102-2

102-8

102-10

102-11

102-12

4

7

22

7

7

7

6

4

99-10

5

11

5

4-5

4

4-5

4-5

6

4-5

21-22

17

10

8

Fuji Xerox: Our Business


Performance Data




President’s Message

Our Mission and Values

Good GovernanceSustainability Governance

Contact

360° Sustainable Value Chain

Reporting Framework





FY2017/2018 Highlights

Net sales and total

capitalisation are not

reported in accordance

with Fuji Xerox Co., Ltd.

policies which prevent

subsidiaries from disclosing

fi nancial fi gures.


Performance Data



Fujifi lm Group Sustainable Value Plan 2030

Name of the organisation

List of stakeholder groups

Collective bargaining agreements

Identifying and selecting stakeholders

Approach to stakeholder engagement

Key topics and concerns raised

Statement from senior decision-maker

Values; principles; standards; and norms of behaviour

Governance structure

Location of headquarters

Supply chain

Membership of associations

Location of operations

Ownership and legal form

Markets served

Scale of the organisation

Activities; brands; products; and services

Information on employees and other workers

Signifi cant changes to the organisation and its supply chain

Precautionary Principle or approach

External Initiatives

Organisational Profile


Strategy

Ethics and Integrity

Governance

GRI 102:

General Disclosures

2016

GRI Content Index

GRI Standard Disclosure Description Section Title(s) Omissions

Page Number(s)

GRI 102: General Disclosures

GRI Standard Disclosure

103-1

202-1

204-1

103-2

103-1

103-2

103-3

8

8

22

11

8

18

9

10

8

8

11

9

10

14

14

Material Topics

Fujifi lm Group Sustainable

Value Plan 2030

Performance Data


Minimum starting wage,

which applies to new hires

of all genders, is reported

instead of the ratio of

minimum wage to national

minimum wage.


Value Plan 2030


Good Governance


Material Topics


Value Plan 2030


Good Governance


Supplier Integrity

Supplier Integrity

Explanation of the material

topic and its boundary

Ratios of standard entry level

wage by gender compared to

local minimum wage

Proportion of spending on

local suppliers

The management approach

and its components


topic and its Boundary

Evaluation of the

management approach


and its components

Evaluation of the

management approach

Description Section Title(s) OmissionsPage Number(s)

GRI 200: Economic

Market Presence

Procurement Practices

GRI 103:

Management

Approach 2016

GRI 202:

Market

Presence 2016

GRI 204:

Procurement

Practices 2016

GRI 103:

Management

Approach 2016



Page Number(s)

GRI 102: General Disclosures

102-47

102-49

102-50

102-51

102-55

102-52

102-56

102-46

102-53

102-54

102-48

102-45

8

8

5

5

23-27

5

5

7

8

5

5

5

Material Topics

Material Topics

Scope

About this Report

GRI Content Index

About this Report

External Assurance


Material Topics

Contact

Reporting Framework

Restatements of information are labeled as and when they occur

Scope

List of material topics

Changes in reporting

Reporting period

Date of most recent report

GRI content index

Reporting cycle

External assurance

Defi ning report content and topic Boundaries

Contact point for questions regarding the report

Claims of reporting in accordance with the GRI Standards

Restatements of information

Entities included in the consolidated fi nancial statements

Reporting Practice

103-3

Energy

Biodiversity

103-2

103-2

103-1

302-1

304-3

103-1

103-3

103-3

15

16

8

20

16

20

20

8

8

15

8

8

20

16

20

Managing Our Environmental

Footprint

Energy Consumption and

Management


Value Plan 2030



Management

Performance Data


Material Topics


Value Plan 2030


Footprint

Material Topics


Value Plan 2030



Management



and its components


and its components

Energy consumption within

the organisation

Habitats protected or

restored





Evaluation of the

management approach

Evaluation of the

management approach

GRI 302:

Energy 2016

GRI 304:

Biodiversity 2016

GRI 103:

Management

Approach 2016

GRI 103:

Management

Approach 2016



Page Number(s)

GRI 200: Economic

GRI 300: Environmental

Materials

103-2

103-2

205-2

301-1

103-1

103-1

103-3

103-3

10

19

15

17

22

17

20

8

8

10

8

8

16

10

17


Developing and Enhancing

Employee Skills


Footprint

Paper Consumption

Performance Data

Paper Consumption

Performance Data

Material Topics


Value Plan 2030


Material Topics


Value Plan 2030


Footprint


Paper Consumption


and its components


and its components

Communication and training

about anti-corruption policies

and procedures

Materials used by weight or

volume


topic and its boundary



Evaluation of the

management approach

Evaluation of the

management approach

Anti-Corruption

GRI 205:

Anti-Corruption

2016

GRI 301:

Materials 2016

GRI 103:

Management

Approach 2016

GRI 103:

Management

Approach 2016

GRI 400: Social

Employment

Occupational Health and Safety

103-2

103-2

103-1

103-1

103-3

103-3

401-1

18-20

19

8

8

17-20

8

8

17-20

7

19

22


Keeping Our Employees Safe

Material Topics


Value Plan 2030


Material Topics


Value Plan 2030




Performance Data


and its components


and its components





Evaluation of the

management approach

Evaluation of the

management approach

New employee hires and

employee turnover

GRI 103:

Management

Approach 2016

GRI 103:

Management

Approach 2016

GRI 401:

Employment 2016



Page Number(s)

GRI 300: Environmental

Emissions

Effluents and Waste

103-2

103-2

305-1

305-2

305-3

306-2

103-1

103-1

103-3

103-3

15

16

11

15

17

16

21

16

21

16

21

17

21

8

8

15

8

8

11

15

16

17


Footprint

Carbon Emissions



Footprint


Carbon Emissions

Performance Data

Carbon Emissions

Performance Data

Carbon Emissions

Performance Data


Performance Data

Material Topics


Value Plan 2030


Footprint

Material Topics


Value Plan 2030



Footprint

Carbon Emissions



and its components


and its components

Direct (Scope 1) GHG

emissions

Energy indirect (Scope 2)

GHG emissions

Other indirect (Scope 3) GHG

emissions

Waste by type and disposal

method





Evaluation of the

management approach

Evaluation of the

management approach

GRI 306: Effluents

and Waste 2016

GRI 305: Emissions

2016

GRI 103:

Management

Approach 2016

GRI 103:

Management

Approach 2016

Training and Education

103-2

103-1

103-3

404-1

404-2

19

8

8

17-20

19

22

19


Employee Skills

Material Topics


Value Plan 2030



Employee Skills

Performance Data


Employee Skills


and its components



Evaluation of the

management approach

Average hours of training per

year per employee

Programs for upgrading

employee skills and transition

assistance programs

GRI 103:

Management

Approach 2016

GRI 404: Training

and Education 2016

403-2 19 Keeping Our Employees Safe At present, only

number of

Lost-time

Injuries is

reported

Types of injury and rates of

injury, occupational diseases,

lost days, and absenteeism,

and number of work-related

fatalities

GRI 403:

Occupational Health

and Safety 2016

Local Communities

103-2

103-1

103-3

413-1

20

8

8

20

20

20

22


Material Topics


Value Plan 2030




Performance Data


and its components



Evaluation of the

management approach

Operations with local

community engagement,

impact assessments, and

development programs

GRI 103:

Management

Approach 2016

GRI 413: Local

Communities 2016

Diversity and Equal Opportunity

103-2

103-1

103-3

413-1

18

8

8

18

18

21-22


Material Topics


Value Plan 2030



Performance Data


and its components



Evaluation of the

management approach

Diversity of governance

bodies and employees

GRI 103:

Management

Approach 2016

GRI 405:

Diversity and Equal

Opportunity 2016



Page Number(s)

GRI 400: Social

Fuji Xerox Malaysia

Sustainability Report 2019

Fuji Xerox Asia Pacifi c Pte. Ltd., Malaysia Operations “Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in

Japan and / or other countries”

fuji xerox malaysia sustainability report 2019

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