The Company aims to develop and manage human resources within the organization under the concept of “work succeeds, people are happy”, which focuses on outcomes and employee happiness throughout their professionallife within the organization, opportunities for opinion exchanges, engagement, and the promotion of equality and ethics. With the intention to instill consciousness and public service attitude within employee DNA, a mean for employees to achieve their full potential, the Company must establish an environment conducive towards learning and development. Emphasis towards the principle of “Equality” is iterated among employees to encourage opportunities for self-development in terms of skills, knowledge, and career advancement opportunities.

In 2024, the Company implemented strategic developments to reflect existing operational necessities through human capital training comprising various skills development programs dedicated to business alliance groups, Store Business Partners, and Sub Area stores. The various professional skills mentioned include uplift skills, organizational sustainability, personal data protection law, data analysis and digital literacy through learning methods consisting of Virtual Training, e-Learning, On the Job Training (OJT), Project Assignments, and Coaching & Mentoring, in addition to self-learning via organizational learning platforms, are designated to prepare employees for emergencies, crisis, and shifting situations in the future.

The Company continuously evaluates employee’s performance through engagement metrics utilizing guidelines for job satisfaction comprising employee goals, happiness, and stress. Evaluation results are integrated into employee development plans to ensure their knowledge and skills are relevant, with necessary operational knowledge, and capabilities to innovate. This approach grants employees work contentment, employee-company engagement, and resilience when confronted with changing business environments, thus increasing business operational efficiency.

Sustainable development framework for personnel skills and career opportunities

Course Structure Categorized According to Work Discipline

The Company emphasizes organization-wide personnel skill and knowledge development through encouraging executives and employees at all levels and disciplines to incorporate operational developments from corporate training programs. This approach improves and raises work efficiency and creates a learning culture for employees within the organization. In 2024, the Company implemented important actions as follows.

Skills Development and Raising Sustainability and Good Governance Awareness

The Company emphasizes organizational development through focusing on communication and increasing knowledge for employees at all levels, a means to increase employee risks and opportunities management capacity and support for business growth. In 2024, the Company provided new employees at all levels with knowledge on sustainability and good governance via the on-boarding process. Current employees received Refresher Training via e-Learning courses on sustainability and good governance or ESG Quiz to ensure up-to-date knowledge and skills. 100% of employees at all levels participated in post-training assessments to determine the level of knowledge and understanding with 100% successfully passing the assessment. Employees can also access sustainability and governance knowledge through the company portal, online seminar training, promotional activities including contests to conserve electricity within THE TARA office building and various learning media comprising videos, posters, mascots, etc.

Sustainability and Governance Course Contents (ESG Quiz)

Develop Professional Skills and Growth

Developing Skills Critical for the Future

Leaders Development Program

CP ALL focuses on creating and developing leaders capable of managing businesses in times of changing global trends and technology through the Charoen Pokphand Group Leadership Development Course. This approach enables the development of knowledge and various critical skills utilized in managing organizational change, streamlining operations, increasing decision-making authority, as well as fostering cooperation within the group to increase efficiency and realize maximum benefits. Leadership developments are categorized as follows:

The Company develops leaders through various learning processes including the following: Action Learning, coaching, workshops, guest speaker events, and online conferences. Program results are assessed in addition to providing participants with certificates to congratulate and encourage continuous self-improvement among personnel.

Impacts and Benefits

Talent Management

The Company establishes guidelines for talent management through capacity assessment processes, Individual Development Plan (IDP) and group specific development projects which adhere to the 70:20:10 learning and development model. This approach promotes career advancement and reduce obstacles which may arise in developing and advancing employee careers.

Type of Performance Appraisal

The Company adopts a performance management approach which focuses on Management by Objectives and Key Performance Index (KPI) categorized as Corporate KPI, Business Unit KPI, and Individual KPI. The performance, which is evaluated by direct supervisor, is interconnected between main operations and supplementary operations as a means of requiring all individuals to participate in achieving organizational goals.

In addition to managing performance as benchmarked by results, the Company utilizes multidimensional performance appraisal via 360-Degree Feedback to evaluate behavior and leadership abilities. By means of evaluating and collecting information from supervisors, colleague, subordinates, customers, a comprehensive image of employee performance is acquired. This assessment is crucial towards continuous employee self-development and development of the Company’s Performance Management System (PMS) capable of transparent and fair assessment while maintaining continuous and sustainable corporate-wide performance.

Components used by the Company to evaluate individual employee performance include:

1. Corporate KPI, Business Unit KPI, and Individual KPI
2. Indicators of individual work behavior towards the organization’s core values include:

3. Leadership Competency indicators include:

In addition to Individual KPI, common Team Based KPIs will be considered upon initiation of team-based projects beyond normal responsibilities. Employees will receive evaluation for individual responsibilities and collaborative responsibilities in normal operations and projects beyond the normal duties scope in the form of Team-based performance appraisals.

The Company recognizes materiality in promoting and developing employee capability to enable the highest quality and efficiency performance. This is achieved though specifying clear guidelines for operations, inclusive of ongoing regular and continuous two-way communication throughout the year, Agile Conversations via All Perform Plus, team meetings, and feedback. The objective is to enable employees to perform respective operations and realize targets according to specified individual, departmental, and organizational goals consistent with stipulated vision, mission, values, and strategies.

In 2024, employees received performance appraisals through various formats as follows:

Employee engagement assessment

The Company values the opinions and suggestions of all employees. Therefore, Gallup Company Limited (Gallup) was assigned to perform employee engagement surveys consisting of 30 closed-end format questions to reflect employee opinion covering various dimensions as follows:

Investigating various factors which may induce employee stress remains key in assisting the Company to manage employee concerns more effectively and determine methods to increase employee happiness at work and professional engagement. By measuring the factors affecting employee “happiness and stress” stress levels can be assessed, stress causes can be identified, and methods to reduce stress while boosting morale and increasing happiness at work can be determined. According to the organization’s philosophy of “We want smiles from our customers with a happy team” both closed-ended and open-ended questions formulated are as follows:

Survey results are analyzed to appropriately deploy human resource policies, strategies, guideline reviews and projects to enhance engagement with senior executives and engagement working group representatives from each business unit. In 2024, the Company organized an engagement promotion project to reduce employee stress. Examples of key projects include Harmony Bonding, a project to improve cross-agency and cross-department relationships, Performance Feedback project for employee recognition, environment improvement projects, and employee stress management projects. These projects aim to attract, retain and develop talented employees and foster employee engagement with the organization to achieve the Company’s established business goals.

Employee Engagement Enhancement Approach

Business unit level executives are encouraged to uphold role model actions through implementing steps to improve employee engagement as follows:

From implementing the above actions in 2024, the employee engagement score increased from 91% to 93%, a value which exceeds the target, and employee stress levels have decreased to 25.12.

Long-Term Incentives for Employee (LTIs) program

The Company has designed an effective long-term incentive program with the objective to attract and retain employees, as well as talent executives with notable achievements to continue working with the Company in the long term. It also helps employees feel more ownership of the Company and motivates them to work hard to achieve the company’s goals. The Company has therefore implemented 2 performance incentive formats as follows:

Corporates KPIs success metrics linked to the Long-Term Incentive for Employees

*BAU = Business as Usual

To ensure the company’s long-term goals and strategy are achieved, starting from the baseline year of 2021, the company has deployed a long-term incentive program for employees who perform towards corporate achievements within a 5-year period. This Is a key milestone towards achievements of corporate business and sustainability targets. The program involves annual monitoring and evaluation of employee performance and progress against these targets. The operational targets are individually tailored for each operation to ensure alignment with our principal company-wide targets, and each operation has assigned levels of achievement against the specific goals to the task force.

The average coefficient of special bonuses related to performance-based compensation for employees below the senior management level varies between O% and 180%, depending on the company’s performance, such as sales, number of branches, customer satisfaction, employee engagement, corporate image, and the level of achievement against the long-term goals set by the company.

Employees below the senior management level (from department manager or equivalent to general manager or equivalent) participate in the long-term incentive program at a rate of 10%.

Employee Retirement Plan Project

Retirement is an important transition period in every employee’s life, thus preparations for retirement is necessary towards smooth transition and adaptability for both the employee and organization. In 2024, the Company prepared employees for retirement by inviting experts to provide knowledge and advice regarding financial planning upon retirement, which covers investment, debt management, health care and insurance through online training. In addition, the Company assist employees in the event of termination or support continued employment post employee retirement through providing financial benefits and welfare, medical allowances, the establishment of a retiree club and opportunities to become 7-Eleven store owners or employment as Company consultants. In 2024, a total of 20 retired employees were rehired as consultants.

Impact and Benefits