Facts at a Glance

At TM, we have the responsibility to fulfil multiple roles as a business, as a key enabler or driver of national initiatives, as an industry thought leader, and also as a responsible corporate citizen. In managing and delivering on these roles, we are mindful of our strategic purpose and our overall objective, which is to create value for all our stakeholders.

Our financial and non-financial performance therefore include tangible and non-tangible benefits and all the essential elements to achieve our long-term business goals.

Malaysia’s Convergence Champion – Connecting and serving the nation since 1946

Customers we serve
Customers we serve
Unifi
> 2.5
million homes
> 400,000
Small and Medium Enterprises (SMEs)
TM One
> 11,000
Enterprise and Public Sector customers
TM Global
> 500
Domestic and International carriers and service providers
Enabled by our Convergence Network
Enabled by our Convergence Network
> 540,000 km
fibre-optic cables
> 246,000 km
copper cables
> 20 submarine cable systems
> 3,400 LTE sites
> 13,000 WiFi hotspots
12 Data Centres
Powered by Warga TM
Powered by Warga TM
>24,000
warga TM
55.0%
Non-executives
45.0%
Executives
32.0%
women in management role
2018
RM
11.82 billion
2017
RM
12.09 billion
2016
RM
12.06 billion
2015
RM
11.72 billion
2014
RM
11.24 billion
Group Operating Revenue
RM 11.82 billion
Total Return to Shareholders
112.8% since demerger
Total Interim Cash Dividend Payout
RM 75.1 million

Strategy at a Glance

Our Vision
“To make life and business easier, for a better Malaysia”
Our Mission
“Delivering customer experience excellence through converged and digital services towards a “New TM”

DIGITAL NATION GOAL

The “New TM” will contribute to Malaysia as a developed and digital nation, enabled by connectivity that underpins all digital infrastructure and applications in the country

Digital Society
Empowering citizens with the right skills and culture to live and thrive in a digital world and thereby improving their quality of life
Digital Economy
Acceleration of the digitisation of core processes across all priority sectors and promoting the ICT sector growth as an independent economic engine
Digital Government
Digitisation of government operations and services facing citizens and businesses in order to improve efficiency, productivity and experience

DIGITAL INFRASTRUCTURE

Payments
Digital ID
CyberSecurity
Data
Geographic Information System
Cloud
IOT & Smart Cities
Connectivity
THE PHYSICAL FIXED AND WIRELESS INFRASTRUCTURE THAT UNDERPINS ALL OTHER DIGITAL INFRASTRUCTURE AND SERVICES

Our strategic journey towards sustainable value creation continues by transforming into “New TM” – a customer centric organisation that enables the Digital Nation

KEY FOCUS AREAS 2019-2021

TM Life Made Easier

AMBITION

Customer Centric Organisation
Customer experience excellence as top priority and main objective in our business operations

STRATEGIC PILLARS

Converged Services
Delivering converged services and create more value for customers
Simple and Digital
Digitise customer experience, simplifying products and internal processes for faster go-to-market
LEAN AND LOWER COST
Optimise costs significantly with leaner operating models

ENABLERS

INTEGRATED NETWORK INFRASTRUCTURE & DIGITAL PLATFORMS
Making targeted investments in our network infrastructure to expand coverage and improve customer experience
PEOPLE DEVELOPMENT
Nurture and develop talents among our people through capability-building and embracing new ways of working

In the near and immediate term, we have identified initiatives towards realising “New TM” via PIP2019-2021, guided by four (4) drivers that will improve our business performance.

PERFORMANCE IMPROVEMENT PROGRAMME 2019-2021 (PIP2019-2021)

REVENUE PRESERVATION AND UPLIFT
Defend, then grow our revenue via strategic business initiatives for unifi, TM ONE and TM GLOBAL.
SUSTAINED PROFITABILITY
Optimising costs by improving our network, IT and maintenance efficiency through process simplification and eliminating redundancies.
IMPROVED CASH FLOW
Prioritise CAPEX spending through sweating of assets, targeted investments and efficient portfolio management.
INCREASED PRODUCTIVITY
Achieve next levels of productivity through digitisation and simplification, cultivating new ways of working and transforming into an agile and lean organisation.

OUR BUSINESS MODEL

We operate through our customer clusters of unifi, TM ONE and TM GLOBAL supported by centralised technology professionals and corporate functions.

Our purpose
Customers we serve
Customer Clusters
Products & Services
Support Business and Corporate Functions
Value Creation for Shareholders and Supporting Nation Building
Homes & SMEs

Enriching customer lives through a digital lifestyle

  • Streamyx
  • unifi Home
  • unifi Biz
  • unifi Mobile
  • unifi TV
  • unifi WiFi
Enterprises & Public Sector

Create value for businesses through digital enablement

  • Vertical Solutions
  • Business Process Outsourcing
  • Cloud & Data Centre
  • Enterprise Network Services
  • Collaboration
  • Security Services
  • IoT and Smart Services
Local & Global Telcos, OTTs

Connecting Malaysia to the world with borderless opportunities

  • Data Services
  • Backhaul Services
  • Voice Services
  • Access Services
  • Infra Services
  • Beyond Connectivity
Group Digital Centre
Group IT & Network Technology (IT&NT)

TM’S VALUE CREATION MODEL

We believe our strategy will result in sustainable and long-term value for all stakeholders, as well to deliver on our vision and mission.

To Make Life Easier,
for a Better Malaysia

TM’s Value Creation Model is designed to create sustainable and long-term value for all stakeholders to deliver on our vision

Key Input
Human Capital
> 24,000 Warga TM
Intellectual Capital
  • Established telecommunication brand presence in Malaysia
  • >2.5 million homes
  • >11,000 Enterprise and Public Sector customers
  • >500 Domestic and International carriers and service providers
Natural Capital
ISO 14001 certification to manage environmental footprint
Social & Relationship Capital
  • >7,000 active suppliers
  • >85.0% of suppliers consisting of SMEs
  • >RM500.0 million disbursed through YTM since 1994
  • Three (3) MMU campuses in Melaka, Cyberjaya and Johor
Financial Capital
  • RM23.70 billion worth of total assets
  • RM7.50 billion in total shareholders' equity
Manufactured Capital
  • >540,000 km of fibre optic cables
  • >20 km submarin cables systems
  • >3,400 LTE sites
  • Investment in digital infrastructure
  • 28 International Point-of-Presence (PoP) connecting Malaysia to the world
  • 12 data centres
OVERALL STRATEGIC FRAMEWORK
SUSTAINABLE ORGANISATION AND VALUE CREATION
SHAREHOLDERS
Economic
Environment
Society
Enabling the Digital Nation
Digital Society
Digital Economy
Digital Government
Powered by TM’s Converged Connectivity
CUSTOMER EXPERIENCE CENTRIC ORGANISATION
Business Operations
Consumers & SMEs
Private & Public Sector
Global & Wholesale
Beyond BaU
Education Group
  • MMU
  • YTM
Corporate Responsibility
PRINCIPLES OF TM: KRISTAL VALUES
Total Commitment to Customers
Uncompromising Integrity
Respect & Care
Key Output
Human Capital
  • >23,000 future-skill employees
  • 70.0% decrease in waiting time for walk-in customers
  • 95.0% of complaint resolution within targeted time
Intellectual Capital
  • >73 Customer Satisfaction Index
Natural Capital
  • 1.3% reduction in carbon footprint (operational)
  • 1.4% reduction in energy consumption
Social & Relationship Capital
  • >RM3.70 bil contributed to local suppliers and vendors
  • Contributes to Malaysia’s GDP growth through SME empowerment
  • >31,000 students, teachers and community members benefitted from TM educational programmes since 2003
  • >15,000 TM scholars benefited, to date
  • >56,000 graduates produced by MMU for the Malaysian workforce, to-date
PRINCIPLES Capital
  • RM11.82 bil Operating Revenue
  • RM75.1 mil Total Interim Cash Dividend Payout
Manufactured Capital
  • >77% unifi mobile population coverage
  • 98% of converged network coverage