Stakeholder Engagement

Shin Kong Mitsukoshi places great importance on customer service and values communication with stakeholders, engaging and communicating with stakeholders with our Sustainability Committee and three planning teams. We followed the five principles of the AA1000 Stakeholder Engagement Standard: Dependence, Responsibility, Influence, Diverse Perspectives, and Tension to identify the eight major stakeholders of SKM.

In 2023, we incorporated international retail, department store, and e-commerce industry trends by conducting research and comparing ourselves with eight leading international companies and benchmarking against domestic industry peers. Based on this analysis, we have made the following adjustments to our stakeholder groups, which now include consumers, shareholders/investors, employees, government agencies, counter vendors, suppliers, media, communities, and NGOs.

 
2022 Stakeholders 2023 Stakeholders Reason for Changes
Consumers Consumers N/A
Shareholders/Investors Shareholders/Investors N/A
Employees Employees N/A
Government Agencies Government Agencies N/A
Counter Vendors Counter Vendors N/A
Suppliers Suppliers & Contractors As SKM regularly hosts a diverse range of in-store events that may involve contractors, we recommend adding contractors to our list of stakeholders
Communities & NGOs Communities & NGOs/NPOs As SKM regularly works with our NPO arm - the Shin Kong Mitsukoshi Cultural and Educational Foundation, we recommend adding NPOs to our list of stakeholders
Media Media N/A
Stakeholder Engagement in 2023
Stakeholder Significance to SKM Sustainability Issues of Concern to Stakeholders Communication Channel & Frequency Department Outcomes of Stakeholder Engagement in 2023
Consumer Consumer satisfaction is the driving force behind continuous growth and innovation. By meeting consumer expectations, we strive towards our vision of sustainable business operations.
  • Product quality and responsibility
  • Innovative digital services
  • Customer relationship management
  • Sustainable consumption initiatives
  • Information security and privacy protection
  • Circular economy and waste management
  • Talent cultivation and development
  • Social Media / As needed
  • Consumer Surveys / As needed
  • Advertisements & Campaigns / As needed
  • Customer Service Systems / Immediate, as needed
  • Customer Service Department
  • E-Commerce Department
  • Digital Development Department
  • Marketing Department
  • Merchandising Department
  • Department of Security and Surveillance
  • Information Technology Department
  • SKM social media followers: LINE: 2.82 million; Facebook: 1.238 million; Instagram: 127,000
  • Customer feedback: 21,215 cases
  • Organized events across all departments stores in Taiwan to engage in close communication with consumers
  • In 2023, the scope of ISO 27001 certification was further expanded to add three new systems—the Mid-end Platform, Inventory Status Platform, and Supplier Service Area as well as the off-site backup data center at the Kaohsiung Zuoying Store and the Xinyi Place A4 Store.
  • Passed ISO 27701 verification for Xinyi Place A4 Store's four business processes: membership application, customer feedback handling, customer orders, and customer payment records
Shareholders/Investors Creating favorable value returns for shareholders/ investors and ensuring stable operating funds for SKM make shareholders/investors crucial partners on the path to sustainability
  • Product quality and responsibility
  • Operational performance and innovative strategies
  • Corporate governance and ethical management
  • Sustainable consumption initiatives
  • Customer relationship management
  • Talent attraction and retention
  • Sustainable supply chain
  • Information security and privacy protection
  • Fair and healthy workplace
  • Board of Directors & Functional Committees / Quarterly
  • Shareholders' Meeting / Annual
 Board of Directors
Office
  • Convened five board meetings
  • Convened one shareholders' meeting
Employees Employees are invaluable assets in our commitment to outstanding services and sustainable competitiveness.
  • Talent cultivation and development
  • Fair and healthy workplace
  • Talent attraction and retention
  • Product quality and responsibility
  • Sustainable consumption initiatives
  • Customer relationship management
  • Circular economy and waste management
  • Information security and privacy protection
  • Labor-management Meetings / 4 times/year
  • Daily Announcements / As needed
  • Meetings & Communication / As needed
  • Education & Training / As needed
  • Employee Feedback / Immediate, as needed
  • Human Resources Department
  • Employee Welfare Committee
  • Department of Security and Surveillance
  • Occupational Safety and Health Department
  • Held four labor management meetings, mainly for announcements
  • Held 12 security and surveillance meetings; the Department of Security and Surveillance submitted six project reports and discussed 20 agenda items across departments
  • Held 60 Occupational Safety and Health Committee meetings and deliberated 42 motions
Government Agencies Government regulations and laws, coupled with efforts from SKM, contribute to achieving sustainable business guidelines.
  • Product quality and responsibility
  • Customer relationship management
  • Risk management
  • Sustainable consumption initiatives
  • Talent cultivation and development
  • Circular economy and waste management
  • Talent attraction and retention
  • Information security and privacy protection
  • Government/Association Correspondences / As needed
  • Panels & Discussions / As needed
  • On-site Safety Inspections / As needed
  • Telephone & Mail Feedback / Immediate, as needed
  • Human Resources Department
  • Finance Department
  • Marketing Department
  • Department of Security and Surveillance
  • Business Planning Division
  • Occupational Safety and Health Department
  • Store Development Department
  • Office of the President
  • Taiwan's three major laws on gender equality were passed on the third reading at the end of July 2023 and will be enacted on March 8, 2024. To support the government's gender equality policies, SKM established the "Workplace Misconduct Prevention Measures" and the "Statement on Workplace Misconduct Prevention"
  • On August 1, 2023, the Legislative Yuan announced the "Regulations for the Security and the Maintenance of Personal Data Files in Retail Sale in Non-specialized Stores." The Ministry of Digital Affairs subsequently announced the "Regulations on the Maintenance and Management of Personal Data Files for Digital Economy Related Industries" on October 12, 2023. To comply with the regulations above, SKM launched the "SKM Personal Information Protection & Management Guidelines" on January 1, 2024 to enforce government policies on the protection of the public's personal information
  • SKM was invited by the Ministry of Economic Affairs to conduct an inspection over information security administration. We responded according to the official letter, and after review by professional personnel from the Ministry of Economic Affairs, no additional information was required
  • In 2023, we collaborated with the MOTC Tourism Bureau on the Taiwan Lantern Festival, spending a total of NT$16.79 million on lighting decorations on buildings, themed lighting, and art installations to support the event, as well as assisting in its promotion and publicity
Counter Vendors Working together with counter vendors to create excellent services and products for customers and establish sustainable trends in the department store industry.
  • Sustainable supply chain
  • Customer relationship management
  • Innovative digital services
  • Product quality and responsibility
  • Talent cultivation and development
  • Talent attraction and retention
  • Information security and privacy protection
  • Fair and healthy workplace
  • Morning Meeting Announcements / Daily
  • Vendor Visits & Key Corporations / As needed
  • Supplier Service Section / As needed
  • Vendor Kickoff & Exchange Conference / Annual
  • Telephone & Mail Feedback / Immediate
 Merchandising Department Held a Lunar New Year celebration for SKM partners, with a total of 385 SKM partners celebrating together
Suppliers & Contractors Suppliers are integral to creating a safe and satisfactory shopping environment.
  • Sustainable consumption initiatives
  • Sustainable supply chain
  • Product quality and responsibility
  • Customer relationship management
  • Circular economy and waste management
  • Talent cultivation and development
  • Fair and healthy workplace
  • Information security and privacy protection
  • Corporate governance and ethical management
  • Supplier Coordination Meetings / As needed
  • Supplier Promotion Events / As needed
  • Telephone & Mail Feedback / Immediate, as needed Corporate / As needed
  • Supplier Service Section / As needed
  • General Affairs Department
  • Store Development Department
  • Information Technology Department
  • Owned & Distributed Brands Department
  • Marketing Department
  • In 2023, a briefing session for the anniversary promotion gift suppliers was held with five suppliers to discuss the procurement requirements, packaging specifications, and timelines for promotional gifts to ensure quality and timely production
  • Regular public relations and advertising meetings were held with advertising agencies for key promotional periods (such as Kali HIGH, Mother's Day, and Anniversary Celebrations)
  • For large-scale events like concerts, two to three meetings were conducted between the Marketing Department, department stores, and the contracted event planning company to confirm division of labor, workflows, logistics, and event safety to ensure the success of the event
Communities & NGOs/NPOs Adhere to the principle of "giving back to society" and leverage our influence through caring for local communities and collaborating with NGOs.
  • Sustainable consumption initiatives
  • Product quality and responsibility
  • Customer relationship management
  • Social good and arts & culture promotion
  • Talent cultivation and development
  • Circular economy and waste management
  • Talent attraction and retention
  • Fair and healthy workplace
  • On-site Events / As needed
  • In-person Visits / As needed
  • Telephone & Mail Feedback / Immediate
  • Administration Headquarters
  • Marketing Department
  • Foundation
 Collaborating with department store across Taiwan and leveraging member points, we partnered with two external organizations (World Vision Taiwan and Heart Of Taiwan Animal Care) to discuss donation campaigns and charity sales
Media Media coverage and marketing impact company reputation and stakeholder perception.
  • Product quality and responsibility
  • Sustainable consumption initiatives
  • Customer relationship management
  • Social good and arts & culture promotion
  • Talent cultivation and development
  • Circular economy and waste management
  • Talent attraction and retention
  • Fair and healthy workplace
  • Media Luncheons or Dinners / Biannually
  • Press Conference / As needed
  • Telephone & Mail Feedback / Immediate
 Marketing Department
  • Organized two media luncheons or dinners
  • Held 48 press conferences