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.

 
2023 Stakeholders 2024 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 N/A
Communities & NGOs Communities & NGOs/NPOs N/A
Media Media N/A
Stakeholder Engagement in 2024
Stakeholder Significance to SKM Sustainability Issues of Concern to Stakeholders Communication Channel & Frequency Department Outcomes of Stakeholder Engagement in 2024
Consumers 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: 30,933 cases
  • Organized events across all departments stores in Taiwan to engage in close communication with consumers.
  • In 2024, continued to maintain ISO 27001:2022 and ISO 27701 information security compliance certifications, ensuring the validity of information security certificates.
  • Introduced a Security Operations Center (SOC) to provide 24/7 detection and alerting of information security incidents, online consultation with secondline technical staff, threat intelligence sharing, periodic threat alerts, and regular monitoring reports.
  • Implemented DLP (Data Loss Prevention) to prevent the leakage of sensitive data from user endpoint devices across all stores, ensuring that unauthorized users cannot access, misuse, or leak sensitive information.
  • Adopted MDR (Managed Detection and Response) to monitor malicious endpoint activities on 100 critical servers around the clock, enabling immediate blocking or alerting administrators upon detection of malicious activities.
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
  • Office of the President
  • Convened 6 board meetings
  • Convened 1 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 4 labor management meetings, mainly for announcements
  • Held 12 security and surveillance meetings; the Department of Security and Surveillance submitted six project reports and discussed 21 agenda items across departments
  • Held 64 Occupational Safety and Health Committee meetings.
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
  • In response to the new “Occupational Safety and Health Management Guidelines for the Commercial Service Industry” issued by the Department of Commerce, SKM completed the revision and announcement of the “Occupational Safety and Health Work Guidelines” on November 28, 2024, and the update of the “Counter Work Log” on December 27, 2024.
  • 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.
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 459 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
  • In 2024, a briefing session for the anniversary promotion gift suppliers was held with eight suppliers to discuss the procurement requirements, packaging specifications, and timelines for promotional gifts to ensure quality and timely production.
  • During the 2024 Lunar New Year holidays and anniversary sales period, established an emergency contact system with 15 system vendors to maintain stable operation of business systems.
  • 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, the Marketing Department, department stores, and the contracted event planning company held multiple coordination meetings (14 weekly online routine meetings and 3 coordination meetings) to confirm division of responsibilities, processes, traffic flow, and event safety to ensure all aspects of the events were well executed.
  • Prior to the 2024 New Rice and External Fruit Preorder Campaigns, the Owned & Distributed Brands Department discussed information security and privacy protection with suppliers.
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
 Through department store event planning, the Taipei Station Store collected nearly 150 Christmas charity gifts, which were donated to Shuanglong Elementary School and Xuhai Afterschool Program.
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, as needed
  • Marketing Department
  • Organized 2 media luncheons or dinners
  • Held 45 press conferences