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Capabilities
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Stakeholder engagement
Murray & Roberts communicates constantly with its stakeholders and engages in a constructive and transparent manner. Key stakeholders are generally identified as groups or individuals impacted by our operations, with an interest in what we do or the ability to influence our activities, in proximity to our operations or dependent on Murray & Roberts. Our stakeholders include shareholders, analysts, customers, suppliers, governments, communities impacted by our operations, our employees and special interest groups, for example NGOs, industry associations and trade unions. We are in the process of reviewing the identification of important stakeholder groupings, which involves mapping out stakeholders by operation and region and then profiling them to establish their level of influence on our operations and to prioritise our engagement with them. Mutual trust and understanding with our stakeholders is imperative and we use specific means of communication for each stakeholder group. We engage through our operations where, for example, stakeholder queries may relate to impacts on local employment and procurement, and through our corporate office on matters relating to the broader issues of Murray & Roberts and our industry, including broad-based black economic empowerment (BBBEE), human capital development, risk management, health, safety and environmental (HSE) management and assurance. As part of our stakeholder mapping and prioritisation, we will review and develop appropriate mechanisms and processes to constructively engage with our stakeholders. The outcome of this process will be a strategy and policy for the management of relations with stakeholders. Shareholders and investment community Murray & Roberts has a diverse shareholding; 57% of our shareholders are international investors, and 80% of our shares are held by institutional investors. General communication with shareholders is facilitated by:
Additional information is provided to the investment community through:
Feedback from the market is obtained by:
Customers The Group’s customer base includes corporate institutions, government departments, state owned enterprises, mining houses, large businesses, other contractors and private developers. Our stated objective is to gain preferred status through world class implementation of projects, and supply of products and services that fulfil customer requirements. Specific initiatives to enhance our customer/client relationships include:
Measures are in place to monitor customer/ client satisfaction. These include questionnaires and regular customer surveys, with key account and project managers maintaining regular contact with customers/ clients. Some operations have call centres which field enquiries and undertake to resolve complaints within a specified period of time. A group client service centre assists to bridge the knowledge gap between Murray & Roberts and its people, potential clients, existing clients and the general public. This facility processes about 2 500 calls per month. Contract terms and conditions typically provide the mechanism for managing contractual disputes. These may be adjudicated by a third party, arbitration or litigation. Disputes are managed at the appropriate level under the guidance of responsible executives and, where necessary, are escalated to executive director level.
Employees Our workforce is large and diverse, with employees and limited duration employees in more than 25 countries. Our employees are concerned about their own health and safety and that of their fellow workers. They also have an interest in decent working conditions, fair remuneration and career development opportunities. We engage with our employees by a variety of means, including:
Feedback is obtained from our employees by:
Suppliers There are policies and procedures in our operations for the selection of suppliers. The following performance deliverables are important:
The creditworthiness, and safety and environmental records of joint venture partners or subcontractors are also considered. The performance of our suppliers is monitored regularly and supplier audits are conducted from time to time within our operations. Communities Murray & Roberts has more than 200 project and fixed sites across the globe. As a consequence, the Group operates in many communities and has the potential to influence the communities within which it operates both positively and negatively. Murray & Roberts encourages constructive and transparent engagement with these communities through its operations which are best placed to understand the impact and concerns of communities. Governments Murray & Roberts operates a global business and has a presence in over 25 countries, with approximately 67% of its activity in the SADC region. The Group engages with government entities at national, provincial and local levels as clients and regulators. Relationships are maintained at corporate and operational levels, as appropriate. Any engagement must be undertaken in a manner that adheres to high standards of ethics and complies with the law. Special and other interest groups Murray & Roberts engages several other stakeholders, including NGOs, industry associations, trade unions and the media, which represent a broad range of interests groups. We engage NGOs as partners in our corporate social investment process and as opinion leaders or advocates of particular issues of importance to Murray & Roberts. We engage trade unions as part of our collective bargaining arrangements with our employees to address some of our employee needs. The media represents a broad range of issues reflecting all stakeholder interests and we engage them through media releases, presentations and interviews. We welcome the feedback of all stakeholders through:
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