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News Select Service Mind + Tech to Impress Digital-Age Customers Service Mind + Tech to Impress Digital-Age Customers Loading Data… As digital trends have been growing in society, enterprises as well as employees face the challenge of keeping pace with rapid changes. a LOT’s interview with Mrs. Jindapa “Aor” Preechayangkoon, Customer Services Director of SCGP, reveals how our company has served our customers over time. Mrs. Jindapa used to visit customers at home before the company launched SCGP Contact Center. Today, it has even integrated AI (artificial intelligence). Product Changes in Response to Digital Trends After receiving a master of business administration and marketing, Mrs. Jindapa joined SCGP as a market researcher. Based at the Planning Office, she learned about every product of the company and gathered customer insights via market surveys / research. She was later appointed the Planning and Market Analysis Manager at Siam Kraft Industry Company Limited. After her stint there, she returned to SCGP as its Marketing Services Manager. With further promotion, her current position is Customer Services Director. “I am now in charge of managing customers’ purchase orders. I am also planning products to ensure they match customers’ needs. Product planning requires coordination with the production planning unit and all units related to selling platforms. I have even dealt with Strategic Supply Chain, Advanced Data Science, and Information Technology in support of SCGP’s plan to fast handle purchase orders from digital-age customers for proper product delivery. “The arrival of digital trends seriously affected our businesses in the beginning as it curbed paper demand. Noticing the trends, we developed new products like food-grade paper and foodservice packaging. We have even created new distribution channels to enhance access to consumers. Our customer base therefore has expanded from B2B to B2C. Today, we have operated online and e-Commerce channels, which are parts of our digital transformation.” Reading Customers’ Mind with AI for Fast & Efficient Services “The number of our customers has now increased through B2B, B2B2C, B2C, Retail Sales, and e-Commerce sectors. Purchase orders get smaller and more diverse, though. So, our selling system must be able to serve various groups of customers efficiently and fast. Our backdoor system must enable us to see the status of progress for each purchase order–from the production process to the delivery to customers. “In my view, AI usage will increase. It will help more with Robotic Process Automation (RPA) and Optical Characteristic Recognition (OCR), which transforms images into text. Through such applications, workloads on human staff reduce and so does the risk of errors related to repetitive tasks. Jobs can also be done faster, paving the way for human staff to focus better on strategic and creative thinking. Backed by AI, chatbot not only supports customers’ product searches and answers their simple questions. We expect AI to become more sophisticated and more understanding of customers’ needs. Customized analytics and communications will be possible with Humanized Chatbot (ML/AI), which promise to not just ease human staff’s workload further but also respond faster and better to customers’ needs. “Although digital technology has increased work efficiency, it won’t replace humans. It can’t compare to humans in terms of complex problem solving and ability to create customer satisfaction. AI only helps support customer services via data analytics. So, its integration into work process will satisfy customers and strengthen our customer relationships.” Move Faster Than Changing World “SCGP has set up Technology and Digital Platform (TDP) team to support work systems as we have adapted to the changing world. In addition, we have constantly upskilled and reskilled our staff. Our employees are expected to keep pace with evolving technologies including so that they can apply tech solutions for their work and organization. “It is important to communicate with employees to boost their understanding of how crucial digital technology is for enhanced efficiency. We must encourage employees to participate in the improvement process. We need to nudge them to share ideas and experiences. We must learn and act together while embracing a customer or consumer-centric approach. “My life / work philosophy is that one must keep learning because the world is always evolving. We must stay one step ahead or at least keep pace with what has been happening. Trials may go wrong but we can learn from mistake. We must be resilient and adaptive. We should try adjusting the work approach to simplify tasks. Let’s look for a Lean Process and upgrade efficiency further. Have trust in our team and support one another. Together, we can drive our organization ahead.” Related Contents Loading Data…

News “United Container” Drives Business with Technology and Environmental Care Loading Data… Successful business operations require considerations for society and communities to pave the way for happy co-existence. This is the work philosophy of Mr. Thatchai Piyakulchaidet, Managing Director of United Container Company Limited. His company therefore does much more than just delivering quality to customers. Focus on Target Groups & Roar Ahead United Container has evolved from a family business, established by Mr. Thatchai’s parents. Initially, the operation was based at the family’s home in Bangkok’s Lat Phrao – Bang Kapi area, was mostly manual, and staffed with just one worker. But the business grew over time. In 1992, it set up its current factory in Pathum Thani. “We have mainly provided corrugated-paper packaging for niche markets. Our customers are those looking for high-quality packages and a reliable supplier such as exporters of processed foods, electronic parts, or auto parts. These target groups need durable packaging and punctual deliveries,” Mr. Thatchai explained. “With clear focus, we have prepared our factory, machinery, and raw materials in response to customers’ needs. We think it is best to specialize to fully fulfill our target groups’ specific requirements. Through such approach, we have developed expertise and greater understanding of customers’ needs. That’s how our products and services serve our target groups best,” he continued. Tech Update & People Capability Behind Product Quality In the competitive business environment, a business will be sustainable only when it delivers quality and wins the hearts of customers. These two key elements exist where internal management is efficient. “It’s a challenge to fulfill each of various orders – with diverse requirements – without any mistake. We have supplied custom-made packaging. So, most orders are different each day. It is also our duty to ensure timely deliveries. To exporters, delivery time is very important because container loading time is fixed. By addressing customers’ pain point, we give them peace of mind and time to focus on other aspects of their work,” Mr. Thatchai said. “Not only that I have studied engineering and programming, but I have also had a passion for coding from a young age. During my childhood, my time at my dad’s factory showed me that software in fact could solve many problems and set up efficient work systems. United Container therefore has never stopped developing software and integrated information technology. “We have built our business sustainability by keeping pace with technology and developing new software for use at our company. Thanks to such efforts, we can reduce the risk of problems and dependence on specific staff’s expertise. For example, our factory has a real-time output recording system. Our staff therefore do not need to key in information manually. The system records everything from the start and end of production time, volume produced, downtime records, and production speed. Data automatically recorded by our computer system are then analyzed in support of production/productivity improvement or waste reduction,” he added. “Our machines and technologies have been regularly updated. On top of that, we have used quality raw materials only. Our good standards, waste reduction, efficiency improvement, and cost reduction all have contributed to our competitiveness,” he continued. “At the heart of our business operations are our staff. We believe in good governance and employee care. We have implemented several policies to improve employees’ welfare and quality of life because we believe that our employees’ happiness is translated into good output”. Sustainable Environmental Care “We have placed a strong emphasis on environmental care because we think our business should coexist with communities and the environment. Our environmental care is greater than what is required by laws, with regular reviews in place. We have even imported a wastewater treatment system for 100% water recycling. Our factory therefore does not discharge a single drop of wastewater to local communities,” Mr. Thatchai pointed out. “We have also recycled paper in collaboration with SCGP. We have gathered, compressed, and sent our paper scrap to SCGP out of trust that SCGP will handle it properly. Regarding other types of industrial waste, we have complied with laws. It is buried at an authorized landfill. In our view, mutual coexistence with communities is crucial to business sustainability. “In addition, we have installed full-scale solar cells to generate power for our factory. On a sunny day, we hardly need power from an electricity authority. Our solar installations help curb environmental impacts as well as our production costs, which will also benefit our customers,” he continued. Collaborating with Quality Partners “We have chosen SCGP as our partner because of the latter’s solid quality policy. SCGP is very reliable and supports us strategically. United Container focuses on exporters and suppliers of premium products. Our customers therefore have high expectations. Packaging used for them must be exceptionally durable and delivered through a reliable supply system. SCGP perfectly answers our needs. “Aside, we have braved through several crises with SCGP by our side before. A few years ago, a paper shortage crisis occurred but we had hardly felt any pinches because SCGP took good care of us. When the global market turned highly volatile, SCGP also helped ensure that pricing for us was still reasonable and enabled us to remain competitive. As we produce packaging at reasonable costs, our customers can compete well in their market too. SCGP has always taken good care of us. So, we really are looking forward to growing alongside SCGP in all years to come,” Mr. Thatchai concluded. Related Contents Loading Data…

News Turning Your Passion into Values Loading Data… With technology’s growing presence in our organization, our employees need to learn more about tech solutions for efficient applications. In this volume, four employees shared their perspectives with a LOT after they jointly developed an AI-enabled integrated wood management system – one of SCGP’s key projects. “I am in charge of paper-pulp production. But basically, I am passionate about Data Science, Machine Learning, and AI. I thus always think of how to use my passion for my company. Thanks to our supportive work environment, my initiative could take off. Colleagues are open-minded. Communications are fast and I have fun working. “In the past, our staff measured wood logs onsite to get raw materials. But now, we use AI for measurement. It is possible because my team and forestry unit supported my idea of AI application. This AI solution works well for us, farmers, as well as the environment in the long run because it ensures quality materials for our plant and proper pay for sellers. Farmers naturally pay more attention to their forest plantations for compliance with our AI-enabled measurement system’s criteria.” Nattavut Mekmok  TPC Pulp Production Department Manager, TPC “I have long studied and developed data-science models. So, I always look for ways to apply data science to my job. As SCGP encourages innovations and offers learning opportunities, I get access to a sandbox and a reasonable budget to experiment with my ideas. “This project integrates Computer Vision. With the help of CCTV, images are streamed into my model that accurately detects a targeted log and measures its size. The big challenge of this project is quality image enhancement, as we need to train the model and constantly improve its accuracy. Quality is important because the model is really used to facilitate operations and determine money issues for both internal and external parties. My model was simple. I developed it and conducted the proof of concept with my computer. Initially, I just checked if the model could detect a log. Then, I developed it further and further until this project kicked off. I am so proud. I am determined to develop it further.” Phiphatsak Thairatana Supply Chain Analyst – SCGP “It’s quite a challenge to persuade our partners to try and accept our new log measurement system. We have convinced them by showing a comparison between the old and the new systems. We underline accuracy and communicate to boost farmers’ understanding. “To me, SCGP is like a big school. It has taught me many things, including hard skills and soft skills. I now believe in the value of others. With mutual respect, I work happily every day.” Fontip Sornsurad Raw Material and Warehouse Section Manager – TPC Pulp “SCGP has prepared formal and informal communication channels for us to express our opinions and receive advice. So, I have the courage to propose new ideas. Importantly, because all staff are capable, we can learn from one another. As we have shared our perspectives, we have seen the same goal and driven our organization forward together. “I think trust from colleagues, customers, and suppliers comes from how we have treated others. When we deliver good things and solutions, we automatically win trust and credibility. Siwarak Butdee Value Chain analyst, SCGP Related Contents Loading Data…