Be Responsible, Be Sustainable Fuji Xerox Malaysia Sustainability Report 2019
Be Responsible, Be Sustainable
Fuji Xerox Malaysia Sustainability Report 2019
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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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
6 | SUSTAINABILITY REPORT 2019
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
SUSTAINABILITY REPORT 2019 | 7
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
8 | SUSTAINABILITY REPORT 2019
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
SUSTAINABILITY REPORT 2019 | 9
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.
Why Sustainability Today
Ethics and Compliance
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
10 | SUSTAINABILITY REPORT 2019
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
Meeting Customer Needs
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
SUSTAINABILITY REPORT 2019 | 11
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.
Meeting Customer Needs
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
12 | SUSTAINABILITY REPORT 2019
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
SUSTAINABILITY REPORT 2019 | 13
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.
14 | SUSTAINABILITY REPORT 2019
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
SUSTAINABILITY REPORT 2019 | 15
• 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
16 | SUSTAINABILITY REPORT 2019
• 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.
End-of-Life Product Disposal
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.
SUSTAINABILITY REPORT 2019 | 17
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.
Promoting a New Work Style
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.
An Engaging Workplace
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.
18 | SUSTAINABILITY REPORT 2019
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
SUSTAINABILITY REPORT 2019 | 19
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.
Kindness in Our Community
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.
20 | SUSTAINABILITY REPORT 2019
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.
1 | SUSTAINABILITY REPORT 2019
Covers Fuji Xerox Malaysia Nationwide
Human Resource
Unit FY2016 FY2017 FY2018
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
Covers Fuji Xerox Malaysia Nationwide
Environment
Unit FY2016 FY2017 FY2018
SUSTAINABILITY REPORT 2019 | 21
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
Covers Fuji Xerox Malaysia Nationwide
Society
Unit FY2016 FY2017 FY2018
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
22 | SUSTAINABILITY REPORT 2019
Covers Fuji Xerox Malaysia Nationwide
Human Resource
Unit FY2016 FY2017 FY2018
SUSTAINABILITY REPORT 2019 | 21
Male percentage 44 44 49
Female percentage 56 56 51
Contract
Employees
SUSTAINABILITY REPORT 2019 | 23
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
Stakeholder Engagement
Performance Data
Stakeholder Engagement
Stakeholder Engagement
Stakeholder Engagement
President’s Message
Our Mission and Values
Good GovernanceSustainability Governance
Contact
360° Sustainable Value Chain
Reporting Framework
Fuji Xerox: Our Business
Fuji Xerox: Our Business
Fuji Xerox: Our Business
Fuji Xerox: Our Business
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.
Fuji Xerox: Our Business
Performance Data
End-of-Life Product Disposal
Ethics and Compliance
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
Stakeholder Engagement
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
360° Sustainable Value Chain
Minimum starting wage,
which applies to new hires
of all genders, is reported
instead of the ratio of
minimum wage to national
minimum wage.
Fujifi lm Group Sustainable
Value Plan 2030
Promoting a New Work Style
Good Governance
Why Sustainability Today
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
360° Sustainable Value Chain
Good Governance
Why Sustainability Today
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
Explanation of the material
topic and its Boundary
Evaluation of the
management approach
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
24 | SUSTAINABILITY REPORT 2019
GRI Standard Disclosure Description Section Title(s) Omissions
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
Stakeholder Engagement
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
Fujifi lm Group Sustainable
Value Plan 2030
Kindness in Our Community
Energy Consumption and
Management
Performance Data
Kindness in Our Community
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Managing Our Environmental
Footprint
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Kindness in Our Community
Energy Consumption and
Management
Kindness in Our Community
The management approach
and its components
The management approach
and its components
Energy consumption within
the organisation
Habitats protected or
restored
Explanation of the material
topic and its Boundary
Explanation of the material
topic and its Boundary
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
SUSTAINABILITY REPORT 2019 | 25
GRI Standard Disclosure Description Section Title(s) Omissions
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
Ethics and Compliance
Developing and Enhancing
Employee Skills
Managing Our Environmental
Footprint
Paper Consumption
Performance Data
Paper Consumption
Performance Data
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Ethics and Compliance
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Managing Our Environmental
Footprint
Ethics and Compliance
Paper Consumption
The management approach
and its components
The management approach
and its components
Communication and training
about anti-corruption policies
and procedures
Materials used by weight or
volume
Explanation of the material
topic and its boundary
Explanation of the material
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
An Engaging Workplace
Keeping Our Employees Safe
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
For Our People and Community
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
For Our People and Community
Stakeholder Engagement
Keeping Our Employees Safe
Performance Data
The management approach
and its components
The management approach
and its components
Explanation of the material
topic and its Boundary
Explanation of the material
topic and its Boundary
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
26 | SUSTAINABILITY REPORT 2019
GRI Standard Disclosure Description Section Title(s) Omissions
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
Managing Our Environmental
Footprint
Carbon Emissions
360° Sustainable Value Chain
Managing Our Environmental
Footprint
End-of-Life Product Disposal
Carbon Emissions
Performance Data
Carbon Emissions
Performance Data
Carbon Emissions
Performance Data
End-of-Life Product Disposal
Performance Data
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Managing Our Environmental
Footprint
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
360° Sustainable Value Chain
Managing Our Environmental
Footprint
Carbon Emissions
End-of-Life Product Disposal
The management approach
and its components
The management approach
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
Explanation of the material
topic and its Boundary
Explanation of the material
topic and its Boundary
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
Developing and Enhancing
Employee Skills
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
For Our People and Community
Developing and Enhancing
Employee Skills
Performance Data
Developing and Enhancing
Employee Skills
The management approach
and its components
Explanation of the material
topic and its Boundary
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
Keeping Our Employees Safe
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
Kindness in Our Community
Keeping Our Employees Safe
Kindness in Our Community
Performance Data
The management approach
and its components
Explanation of the material
topic and its Boundary
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
An Engaging Workplace
Material Topics
Fujifi lm Group Sustainable
Value Plan 2030
An Engaging Workplace
An Engaging Workplace
Performance Data
The management approach
and its components
Explanation of the material
topic and its Boundary
Evaluation of the
management approach
Diversity of governance
bodies and employees
GRI 103:
Management
Approach 2016
GRI 405:
Diversity and Equal
Opportunity 2016
SUSTAINABILITY REPORT 2019 | 27
GRI Standard Disclosure Description Section Title(s) Omissions
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”