Taipei 101

2
About This Report
Editorial Policy
This is the second issue of the annual corporate
sustainability report published by Taipei Financial Center
Corporation (“TFCC”). This edition includes both Chinese
and English version and a dedicated corporate social
responsibility website. Through the publication of the report,
we hope to provide a transparent disclosure of our efforts
and achievements in economic, social and environmental
aspects to stakeholders.
Dedicated corporate social responsibility website:
http://www.taipei-101.com.tw/csr.aspx?cid=8
Reporting Period
The report covers TFCC’s corporate information regarding
corporate social responsibility policy, material issues,
responses and actions for the period ending 2013 (January
1, 2013 to December 31, 2013). The report also includes
certain significant performances that are not carried out
during this period.
Reporting Frequency
TFCC publishes a corporate sustainability report on an
annual basis. Last issue (2012) was published in October
2013. Next issue (2014) will be issued in August, 2015.
Boundary of the Report
The report covers the economic, social and environmental
performances of three main business units of TFCC: TAIPEI
101 Tower, TAIPEI 101 Mall and TAIPEI 101 Observatory.
Reference
The report adopts the framework of Global Reporting
Initiatives’ (GRI) G3.1 Sustainability Reporting Guidelines as
well as Construction and Real Estate Sector Supplement
(CRESS) guidance. We also follow the Global Real Estate
Sustainability Benchmark (GRESB) and provide a GRI index
at the end of the report.
TAIPEI 101 stands tall in a bustling city. It is the height that
makes us proud and yet carries a heavy weight on our
shoulders. As such, the competitive pressures we face
should not be undermined. Every decision must be made
based on a macroscopic point of view and yet pragmatic
to performance. We also need continuous innovation,
with the combination of human nature and technology, to
maintain our leadership. Our performance in corporate
social responsibility has been the subject of public concern.
Therefore, through the publication of the corporate
sustainability report, we can provide stakeholders some
perspectives on TAIPEI 101’s development strategy and
economic, social and environmental performance.
2013 was a harvest year for TAIPEI 101 Tower, Mall and
Observatory on economic, social and environmental
performance. Through collective efforts, TAIPEI 101
created a harmonious social atmosphere for stakeholders,
shortened the distance among people, and brought pride
and affection when people talk about TAIPEI 101. TAIPEI
101 is perceived in the general public’s mind as cultural
and creative, intelligent environments and international
landmarks, and has attracted many world-class companies.
Our value added services help our tenants moving towards
excellence and set to prompt TAIPEI 101 as Asia Operation
Center. We not only set high standards in safety and security
but also in comfort and quality customer service. We also
gather international fashion brands and gourmets which
allow customers to experience a magnificent shopping
spree. Through various efforts, TAIPEI 101’s international
recognition has enabled us to attract more domestic and
overseas visitors to explore the building and local Taiwan
culture and cuisine.
In 2013, as the result of the balanced development in
economic, social and environmental areas, TAIPEI 101
has evolved into a secure, intelligent and warm home that
creates more value to stakeholders:
Credibility of the Public Information
The report is not certified by a third party agency. However,
we are contemplating making this effort for future reports.
The report is prepared to meet GRI G3.1 Application Level A
requirements.
Feedback
If you have any questions regarding the report, please
contact us at:
Taipei Financial Center Corporation – Corporate
Sustainable Development Team
Address: 59F, No. 7, Section 5, Xinyi Rd., Taipei City 110
Telephone: +886 2 8101 7777
E-mail: [email protected]
1
Message from Chairman
TAIPEI 101 has carried the mission of “Bringing the world to Taiwan; bringing Taiwan
to the world” since groundbreaking of the project. With forward thinking and innovative
ideas in mind, we continuously utilize the remarkable technologies of Taiwan to
advance the efficiency of green building energy saving. TAIPEI 101 not only is the
tallest smart green building in the world, but also provides the stage to showcase
talented Taiwanese professionals. Through continuously striving for excellence in
innovative management, efficiency management, energy saving, environmental
protection, operation safety, quality service and social care, TAIPEI 101 has set several
unprecedented records for Taiwan. We infuse life and soul into this great building with
the blessing s of 23 million Taiwanese. We often demonstrate our influences in crucial
moments, either by supporting Taiwan when needed or writing unforgettable stories
which later become legends.
TAIPEI 101 has long been recognized for its safety measures, environmental protection
and energy saving performance. The “TAIPEI 101” brand also provides a great
marketing channel for Taiwan, Taipei and Xinyi business district. With the global wave of
building smart cities, TAIPEI 101 is set to be the leader in utilizing Taiwan’s technology
capabilities and promoting our government’s efforts in economic development policies.
We believe the investment in a smart business district will bring multiple benefits such
as environmental protection and improvement of customer service quality. Therefore,
we should learn from other benchmark buildings and we should encourage value
chain collaboration, synergy creation, co-construction of a smart business district,
sustainable development promotion and boosting international competitiveness.
Eventually, the beneficiary will be the general public.
We are keenly aware that corporate social responsibility should be built into the
business strategy. We should maintain the balance between the steady profit and
the core value of economic development and culture and art promotion. We combine
public service activities with the development of cultural and creative industry, turn
our extraordinary height into a new paradigm of cultural and creative public service
activity and bring traditional culture onto the world stage. TAIPEI 101 is also equipped
with leadership charisma which brings internal and external consensus and strength
together, drives more social awareness and creates more value to society.
We understand the height of the building will be surpassed, but the value beneath
the surface is hard to surpass. Our in-depth values are the keys to keep TAIPEI 101
remarkable. In the path of sustainable development, our commitment to excellence
aims to keep TAIPEI 101 not only going beyond the competition of the world’s super
high-rise buildings, but also being the irreplaceable world-class leader in sustainability.
Chairman
2
Message from CEO
In a market of rapid changes, we firmly believe corporate social responsible is crucial
to maintain sustainable development. When facing various challenges, we believe our
mission of stabilizing society and protecting environment is as important as maintaining
a steady profit growth. To implement corporate social responsibility, we communicate
to stakeholders and share our management governance, social relationship and
sustainable efforts through various channels. We also invite everyone to help us to map
sustainable development strategies and actions.
After several years of efforts and cultivations, TAIPEI 101 has grown profitable, largely
due to sound corporate governance, transparent financial information and commitment
to stakeholders’ expectations. The management team of TAIPEI 101 adapts to the
environment and makes necessary changes to demonstrate management’s excellent
ability in providing products and service quality improvement and attracting more
multinational companies and international fashion brands to the office buildings and
shopping mall. We expect to reach a 95% occupancy rate in the office tower in 2014.
As cross-strait trade is becoming frequent and Taiwan tourism industry is taking off,
we’ve also gathered collective efforts to achieve the greatest synergy in order to win
praise from international media and encourage the customers and tourists to frequent
the shopping mall. In terms of management, we believe pragmatism is as important as
innovation and will share the profit with our employees and communities and created
greater value for the country.
We believe positive energy comes from positive thinking and it motivates people to
look forward. We integrate corporate value with humanity and culture and advocate the
concept of mindfulness, positive thinking to our employees, expecting them to instill
the concept to their family members and communities. We have used TAIPEI 101’s
high visibility in combining cultural creativity with social welfare. We sponsored various
public activities and cultural creative events in 2013 to promote the unique Taiwan
cultural creative products and spread love to those in need. For example, the first
TAIPEI 101 Product Design Competition allowed young creative Taiwan talent to shine
on the global stage.
We care about the community and put a lot of effort into environmental protection.
We intend to keep the tallest green building title by routinely monitoring the energy
efficiency, making proper improvement to make sure the daily operation is not at the
expense of the environment, and to provide more comfort to people. TAIPEI 101 also
received Taiwan Diamond Level Green Building Certification in 2013, which is an
indication that our efforts in energy saving and carbon reductions are being recognized.
Furthermore, we provide green tour, the official website, Earth Hour or other media to
plant the green seed and fulfill our commitment to environmental protection.
The height of TAIPEI 101 represents not only Taiwan, the brand TAIPEI 101 created
is also Taiwan’s pride. Because of the international recognition, we set the highest
standards of self-discipline to comply with international development trends and to
become a world model of high-rise building operation and management.
Chief Executive Officer
3
CONTENT
05
Chapter 1
Accountable
Governance
23
Chapter 2
Harmonious
Relationship
55
Chapter 3
Green
Homeland
4
About This Report
Message from Chairman
Message from CEO
01
02
03
Business at a Glance 06
Company Profile
08
Honors and Recognition
Business Model
09
Business Management Strategy
10
Market Overview
Corporate Governance
12
Governance Organization and Operation Mechanism
15
Corporate Social Responsibility Governance
Risk Management and
Response16
Operating Risk Management Mechanism
17
Safety Risk and Response
Stakeholders and
Material Issues
21
Stakeholder Identification and Communication
22
Material Issues Identification
Service High-Quality Tenants 24
Grade A Service
25
Tenant Events
27
Tenant Satisfaction Survey
Looking After Our Employees 28
Staff Profile
29
Employee Relations and Rights
30
Human Resources Management
33
Human Resources Development
Meeting Customer Needs
36
Joyful Shopping Experience
39
Exploring the Observatory
40
Customer Complaint Mechanism
40
Customer Satisfaction Survey
Creating Value for Taiwan 42
Let the World See Taiwan
44
Spread Love and Care for the Community
48
Promote Taiwanese Culture, Arts and Food
Sustainable Supply Chain
52
Supply Chain Management
52
Sustainable Procurement Policy
53
Improve Vendors’ Personnel Quality
Green Earth
56
Commitments to Mother Earth
57
Recognition for Environmental Protection
58
Environmental Performance
Green Building 64
Green Shopping Mall
66
Green Tourism
67
Green Community
69
GRI G3.1 Index
70
Chapter 1
Accountable Governance
5
Business at a Glance
Taipei Financial Center Corporation (referred to as TAIPEI 101) was established in 1997 and carries the
mission of building a skyscraper in Taipei that showcases Taiwan’s economic power and brings Taipei to
the world. We constantly strive for breakthrough and receive international recognition.
Company Profile
Taipei Financial Center Corporation, backed by 11
businesses, was established in October, 1997 as an
effort to promote the government’s policy of building an
“Asia Financial Center” in the then newly planned central
business district – Xinyi district. The Company signed the
contract with Taipei City Government to build Taiwan’s
first large Build-Operate-Transfer (BOT) project. The
company obtained the land development right from the city
government and started to build a 508m height, 101 floors
above ground and 5 floors below ground multifunctional
building - TAIPEI 101. The building includes an office tower
and a shopping mall. TAIPEI 101 Mall opened in November,
2003 and the office tower completed in December, 2004.
The building received the tallest building in the world
recognition from Council on Tall Building and Urban Habitat,
CTBUH in 2004. The observatory, located on the 89th floor,
opened in March, 2005. The first tenant of the office tower
moved in April, 2005. We are responsible for the operation
and management of the office tower, the shopping mall
and the observatory. The organization’s scale, company
structure or ownership has not undergone significant
changes during the reporting year.
6
1. The number of employees includes full time employees and contractors.
2. The date of official opening
3. Main service area is Taipei, Taiwan
3
1.1
2013 TAIPEI 101 product and service summary
◆◆ China Development Industrial Bank Inc.
◆◆ China United Trust & Investment Corp.
◆◆ Chie-ho Engineering & Development Co.,
◆◆ Walsin Lihwa Corp.
◆◆ Taiwan Stock Exchange Corp.
◆◆ China Life Insurance Co., Ltd.
◆◆ Cathay Life Insurance Co., Ltd.
◆◆ Cathay Construction Co., Ltd.
◆◆ Shin Kong Life Insurance Co., Ltd.
◆◆ Taichin International Bank
◆◆ Lin San Hau International Development Co., Ltd.
1.2
Taipei Financial Center Corp. milestones
1.3
TAIPEI 101 founding shareholders
1.4
Members to Associations
7
8
Business Model
Our goal is to maintain steady profit growth and we want to become the world’s paradigm of supertall
building management. We uphold the business philosophy of excellence, existing business improvement
and operating efficiency and profitability improvement. In the meantime, we understand market trends,
develop strategies and set measures to achieve our goals.
Business Management Strategy
Corporate Vision and Philosophy
The company is a BOT project base company and the sole
asset is TAIPEI 101. Therefore, our main focus has been on
management and development of TAIPEI 101’s business
opportunities. Our vision is to set world’s management
model of supertall buildings. We have pursued excellence
in innovative management, efficiency operation, energysaving and environmental protection, operational safety,
quality service, and corporate social responsibility.
Corporate core values
Carrying the mission to bring Taipei to the world and being
the internationally renowned tallest green building, we
continue to manage the office tower, shopping mall and
observatory with innovation and forward thinking. Our core
values “ SPIRIT” represents service with passion, operating
with integrity, respect for our stakeholders, and emphasizes
the spirit of innovation and teamwork to surpass our own
expectations.
1.5
1.6
The mission of each business unit
Corporate core values - SPIRIT
9
Market Overview
Taiwan’s 2013 economy maintained a limited momentum
followed by the turbulence in the international economy the
previous year. Taiwan’s exports and private consumption
remain weak. Nevertheless, the company's revenue was
not affected by the slow economic growth and continued
to grow. In 2013, operating income was $12,850 million,
representing an increase of $1,380 million from previous
year or a growth rate of 12%. Pre-tax profit was $1,300
million, representing an increase of $420 million from
previous year or a growth rate of 49%. Net profit after tax
was $1,080 million, representing an increase of $350 million
from previous year and also a growth rate of 49%. Details
of the company's operating performance and financial
information are available in the company's 2013 annual
report.
During 2013, we paid a total of $123,000 in penalty due to
violation of regulations4 . Relevant improvement measures
have been included in this report. Also, we received $9.19
million government subsidy to improve the building’s energy
efficiency. Please refer to the chapter on “Green Building”
for further detail.
In 2013, there was nearly 7.03 million tourists visiting
Taipei, a growth of 9.64% from previous year’s 6.41 million.
Group tour from mainland China grew 9.52% and individual
travelers from mainland China grew 176%. Of all the tourists,
2.296 million visited TAIPEI 101 Observatory in 2013. The
souvenirs shop and the various stores sales increased by
31% and 9% each. The overall tower revenue, including
office rental and the observatory, grew 10% compared to
2012.
Looking ahead for the company’s future financial growth, the
signing of the Memorandum of Cross-Strait Cooperation in
Financial Supervision (MOU) and the Economic Cooperation
Framework Agreement (ECFA) will bring in more mainland
China companies to set up in Taiwan and more mainland
Chinese tourists to visit Taiwan. Therefore, the company will
continue to improve services, to update the hardware and
software, to fulfill our corporate social responsibility, so we
could further improve operational performance and create
greater value for stakeholders.
Office leasing in Taipei has become competitive. In recent
years, many developers have built high-rise office buildings
in Xinyi district. Some office buildings in the suburb of
Taipei city are also completed. For the lower rental level,
many companies have moved their offices to Neihu and
Nankang areas, creating a suburban office cluster. In
general, tenants usually elect to renew their lease and stay
put or move to suburban Taipei to avoid cost increases. In
2013, the total take-up of Grade A office space in Taipei is
about 20,000 pings. The new leases in our building account
for approximately 30% of total market take-up, and our
occupancy rate has reached 92%.
The revenue of Taiwan’s department stores was impacted
by the economic slowdown. For 2013, the annual revenue
was $288.6 billion, a merely 3.1% growth compares to
2012. Despite the poor performance in other shopping
malls during 2013, the revenue of TAIPEI 101 Mall grew
5.5% when compared to 2012, mainly due to successful
tenant mix, exclusive merchandise, active promotion and
capitalization of the Metro Xinyi line operating at the end
of the year. The result is above the market average with a
market share of 4%.
10
1.7
Financial summary
4. Three violation of regulations, one for parking lot useage, one for employee overtime issue and one for high-priced promotional prize.
1.8
Future development
11
Corporate Governance
We always uphold the principles of impartiality, justice and openness, adhere to social norms and laws, to
establish good corporate governance. In order to protect the rights and interests of stakeholders, we adapt
to the changing environment to allow flexibility of organizational structure and strategy, inspire innovation
and gather collective forces in order to implement early plan changes and seize profit opportunities.
Governance Organization and
Operation Mechanism
Corporate Governance Structure
The organizational structure of TAIPEI 101 is sound
and each department has clear definition of duties. We
emphasize on the importance of professional division of
work. Each division adjusts its functions along with the
change of the company’s strategic goals. The company
formed a procurement department on December 2013 to
strengthen the division of work, improve the efficiency of
procurement and reduce costs.
The 2013 TAIPEI 101 Organization Structure is as below:
1.9
12
TAIPEI 101 Organizational Structure
The CEO takes charge of the weekly meeting and discusses
management issues and specific targets with heads of
departments to keep striving and improving business.
The CEO also holds monthly meetings regarding current
business performance, future targets or potential threats
and action items or improvement plans at the beginning
of every month. Day to day financial matters monitoring is
done through the heads of department by reviewing daily
operating reports and comparing and tracking the variances
between the actual and target performances. The chairman
takes charge of monthly business management meetings to
discuss future strategic planning with related departments.
13
Board of Directors Governance Structure
The company is a public company. The majority of shares
are held by 18 principal shareholders, who are major
corporations in their respective industries.
The Board of Directors of TAIPEI 101 has 13 director
seats and 4 supervisor seats. Directors are elected by
the shareholders and are the best in their industries with
outstanding contributions and achievements in their
respective areas. They not only propose recommendations
and strategies to help the company’s future development
but also oversee and govern the interests of the company’s
shareholders. During 2013, only one member of the board
is the Chief Executive Officer of the company, who is not
independent of the company’s operations. However, the
position is elected by the Board of Directors. The company
is not a listed company and does not have an independent
seat. Auditing, nomination, remuneration or other types of
functional committees are currently not in place.
1.11 The structure of Board of Directors as based on age and gender
Compensation Structure for Senior Position
1.10 Institutional shareholders and percentage
Remuneration paid to Directors and Supervisors is mainly
based on current year financial performance and operating
results and is determined in the founder’s committee.
Remuneration paid to the president is determined by the
Board meetings. Remuneration paid to the vice president
is based on their contribution to the company as listed in
the standard manager hiring policy. Employee salaries are
approved in accordance with personnel regulations, and
combined with employee performance evaluation, which
includes operational performance, public service activities
and environmental protection. The company's profit is
shared and allocated to all employees according to the
company’s bylaws.
Communication with the Highest Governing Authority
14
The company uses “Procedure of the Board Meeting” and
“Insider Trading Rules” as the principal to govern and avoid
Board members’ conflict of interest. The Board of Directors
meets every two months, with a total of six meetings
during 2013. The members of the Board act as the proxy
of the major shareholders. Therefore, shareholders use
the Board Meeting as the main mechanism to suggest the
direction of the operation. A shareholders’meeting takes
place every year. Interim shareholders’meetings take
place as needed so shareholders have the most up-todate company development information and can provide
timely recommendations. Monthly employee meetings also
help employees to understand the company’s operating
situation.
Corporate Social
Responsibility Governance
Social Responsibility Policy and Strategy
The Company is committed to maintain good governance
and adherence to societal norms and regulations to create
the maximum profit for the stakeholders. To achieve
corporate sustainable development, we have incorporated
social responsibility into our core business. Employees’
contribution to economic, social and environmental areas
is linked to their performance evaluation. Various channels
are utilized to broadcast our continuous sustainable
development risks and challenges.
1.12 Corporate Sustainable Development Team Structure
To achieve sustainable development and execute the
related mission, we understand communication among
departments is the key. We need to increase employees’
corporate social responsibility awareness and endow the
employees with a sense of responsibility and belief, so
that they can grow with the company. Therefore, we have
begun developing corporate social responsibility policies
and system in 2013 in order to establish a sound economic,
social and environmental goals and measures. We expect
to establish a Corporate Sustainable Development Team in
2014 and desire to promote corporate social responsibility
implementation through a top-down approach. We hope
to inspire employees’ dedication and innovation so the
sustainable development goal can be achieved in this
rapidly changing world.
The Corporate Sustainable Development Team is currently
set up to report the status of the economic, social and
environmental targets to the Board of Directors from time to
time. The CEO will be the Director and the CEO’s assistant,
who arranges assignments to each sub-committee, will
be the executive secretary. The Team consists of three
sub-committees which are corporate governance, social
relations, and environmental sustainability. The head of
departments are the team members who are responsible for
promoting and executing related sustainable development
action items and reporting the latest development to the
Director.
M a n a g e m e n t d eve l o p m e n t i s r e s p o n s i b l e fo r t h e
implementation of the operating and financial risks,
performance evaluation, procurement, supply chain
management, regulations and code of ethics, and to
communicate to the stakeholders. Social relations are
responsible for customer service and market research, labor
rights policy advocacy, implementation of public service
activities and product and service quality improvement.
Environmental sustainability is responsible for developing
strategies in response to climate change, implementing
and maintaining quality green buildings and establishing a
healthy and safe environment.
15
Risk Management and Response
The construction and operation of TAIPEI 101 presented many challenges. However, due to sound
operating risk management and various safety measures, we do not fear the obstacles but gain experience
from it. This has allowed us to come this far. We firmly believe that prudent risk management, that can be
adapted to the outside environment changes, would help the company to maintain steady profit and create
a safe and harmonious environment.
Operating Risk Management Mechanism
Internal Audit
The Company has an internal auditing department which
carries out ex ante and ex post internal control risk
assessments based on “Internal Audit Implementation
Guidance.” Ex ante evaluation provides active risk
prevention and risk identification before various activities
being taken place. All company’s operation activities shall be
in accordance with the guidance, establishing appropriate
procedures and performing an ex post compliance audit.
Based on the target achieving rate and the monetary
amount that is impacted, the risk is categorized as high,
medium or low level. The internal auditing department will
review and discuss result of each activity and identify high
risk projects and to form the basis of annual improvement
plans. We classify operating performance, financial data
correctness and regulation compliance as high risk areas
of the company. If deficiency is identified, we will correct it
immediately.
Compliance and Ethics
The company values the principle of honesty, integrity and
responsibility for all operational activities. We practice the
philosophy of honesty and report periodically to the Board
of Directors. We develop “Work Rules” and ask employees
to comply with related laws and regulations and internal
regulations. Employees shall report extraordinary events to
their supervisor truthfully. In 2013, we have begun to draft
“Employee Code of Conduct” and will require all employees
to comply with the work ethic specifications in 2014. To
prevent improper financial dealings, all employees are
required to abide by “Regulations for the Management of
Gifts” when perform job duties. Our procurement staff are
required to adhere to “Code of Conduct for Procurement
Personnel”, requiring the procurement staff abide by the
moral and ethical norms in accordance with the law and the
company's procurement procedures.
Personal Information Security
We drafted “Personal Information Management Practice”
because we value the information management and security
of our tenants, customers, and stakeholders. When an
employee conducts business transactions, we ask them to
collect, handle and use personal information in accordance
with the regulations. Before the collection of personal
information, we follow personal information protection
law by informing the parties regarding the purpose of the
collection, the period of usage and their rights. In 2013,
we have not received any customer complaints regarding
customer privacy breaches or loss of customer information.
For the effective implementation of the personal
information protection policy, each department appoints
a staff in charge to perform personal information
backup, management, and audit. The risk level of a file
is categorized as high, medium or low. Based on the risk
rating, a regular audit regarding the implementation of the
personal information management will be carried out. We
have set up a Personal Information Steering Committee,
made up of different departments, to check, supervise and
coordinate the personal information management. The
company's legal department is responsible for checking
the personal information management of suppliers and
outsourced vendors.
The personal information management system went live on
July, 2013. At the same time, “TFCC Personal Information
Management” was established to ensure implementation
of the personal information protection law. We will
continue to promote personal information awareness and
provide training courses, allowing employees to better
understand the basic concept of personal information
and its importance. Personal information management is
an important part of corporate governance. We expect to
introduce personal information protection standards BS
10012, with staged verification, to prove that TAIPEI 101
has enforced strict personal information management.
We plan to follow up with related education and training
regarding corporate social responsibility. We intend to
advocate the company's corporate social responsibility
code of conduct to employees and invite the Chairman and
Chief Executive Office to discuss the corporate culture
and values in person. We hope the discussion will enhance
employees’ professional morals and work ethics.
1.13 2013 personal information protection awareness training
16
Safety Risk and Response
Man-made Disasters and Emergency Rescue
TAIPEI 101 is one of the most important office buildings
and tourist attractions in Taiwan. Over ten thousand people
come inside the building every day. Therefore, the safety of
employees, tenants and customers have always been our
number one priority. To avoid casualties caused by manmade disasters or any emergency situations or death, we
take precautions and contingency procedures. We also
enhance our crew’s safety knowledge and sense of crisis
on an ongoing basis.
Fire
The building has an advanced fire-detection and firefighting system. Each floor is equipped with fire hydrants
and fire extinguishers, which are subject to regular
inspection and maintenance. For the building’s interior
decoration materials, the tenant handbook contains
detailed specifications. Tenants are required to use fireresistant materials in line with the main structure of the
building and renovated common areas. Firewalls, smoke
gate and fire compartment materials all help to separate
the floor into several fire compartments and can prevent
the fire from spreading, adding time for evacuation.
Considering the height of the building and the number
of people during business hours, we provide one hour
of training of fire prevention and evacuation to the new
tenants of the office tower so tenants' employees are
familiar with disaster prevention measures and equipment
that will minimize the loss. A total of 16 related education
and training sessions were held in 2013 with 480 people
attending.
TAIPEI 101 is equipped with addressable detectors
throughout building and continuously takes air samples to
detect any unusual smoke. CCTV cameras in the office
tower are also used for monitoring. The basement and
mechanical floors are equipped with water tanks and can
be used for the automatic sprinkler system throughout
the building. The mechanical floor water tank is driven
by gravity so that power failure does not interrupt water
supply. The parking lot uses foam fire extinguishing system.
Transformer and power generator rooms are protected by
CO2 and FM -200 gases. The office floors and evacuation
routes are equipped with smoke exhaust system.
1.14 Fire drill in TAIPEI 101
◆◆
◆◆
◆◆
◆◆
◆◆
Pressurized corridors on two sides of each floor and pressurized staircases provide safe emergency evacuation routes.
Two fireproof refuge rooms on each mechanical floor on every 8 levels, which are connected by an outdoor balcony, except for the refuge rooms on the 34th.
The refuge rooms are equipped with CCTV monitor, emergency phone, water and emergency kits.
Office floors and main evacuation routes are protected by smoke exhaust system.
Fireman’s lifts provide access from the basement level to every floor.
To shorten the response time during the emergency and
strengthen the division of duties during a disaster, in addition
to our twice a year fire drills, we request each self-defense
team to take part in special training courses related to their
group function at least once a year, in addition to two fire
safety training courses.
1.15 Training courses regarding office tower and shopping mall fire education
Our disaster prevention manual details the standard
procedures when a fire is detected. We request tenants of
office tower and shopping mall to form self-defense teams.
Each team is responsible respectively for reporting, putting
out fires, and directing evacuation. Every year, we have two
fire drills for our tenants and their employees.
17
Emergency and injury treatments
TAIPEI 101 Tower, Mall and Observatory are public areas.
With a large crowd, the chance for an accident to occur
is fairly high. Therefore, the company cooperates with
the adjacent Taipei Medical University Hospital to provide
an emergency medical treatment mechanism when an
accident occurs. The company will inform the hospital to
send out an ambulance at the same time when sending
the qualified first aid personnel for assistance. We also
transport the patient using the emergency elevator and
have a dedicated staff to direct the ambulance and the
medical team. We have also installed an Automated
External Defibrillator (AED) in the below mentioned floors.
There were 8 new locations with AED installation during
2013. So far, there are a total of 10 AED spread out in the
office tower, shopping mall and the observatory.
1.16 AED installation locations
1.17 Number of Employees with Qualified Emergency Certificate
18
1.18 Number of Personnel with Emergency Training
1.19 2013 Emergency Related Cases and Counts
1.20 Serious medical case
Health and safety of outsourced venders’ employees:
Construction accident
To avoid accident or fire due to the construction work
initiated by the tenants of the office tower and shopping
mall, the company drafted a “Green Fit-out Handbook”
which stipulates work safety rules. The contractor is
required to abide by related labor safety rules and tenants
are required to purchase insurance policies. The policy
helps to reduce the loss of property and ensures the
injured receives proper compensation. In 2013, we didn’t
have any injury or casualty caused by construction-related
accidents.
In order to reduce the damage caused by earthquake, our
tenant manual covers precautions when an earthquake
strikes. We also suggest that the tenant should prepare
emergency supplies, including medical supplies, food
and water, to cope with natural disasters which may last
a long time. Besides the usual appropriate precautionary
measures, we also assign a task force to patrol the building
and carry out restoration work after a disaster occurs. If a
strong earthquake renders the tower with safety concern,
the Disaster Response Commander will instruct an
evacuation order and the TAIPEI 101emergency response
units will evacuate all the people in the building.
Dangerous chemical cleaning products:
We requested cleaning contractors to organize and store
cleaning chemicals in the proper manner. The cleaning
products should be placed in secured area to avoid
unauthorized distribution and abuse. Also, each chemical
must be labeled with the correct Material Safety Data
Sheet (MSDS) to ensure prompt procedures be taken when
an accident occurs.
Natural Disaster Risk Management
Taiwan is situated in a typhoon and earthquake zone. During
TAIPEI 101’s planning stage, seismic and wind-resistance
factors were already built into the building’s structural
design. In recent years, due to the global climate change,
frequent and extreme weather has caused enormous
casualty and economic loss. Therefore, we have to adapt
ourselves to the changes in climate. When typhoon and
earthquake hit, the staff of TAIPEI 101 are asked to respond
based on the Disaster Prevention and Response Manual.
The office tower and shopping mall also have applicable
disaster prevention and response procedures.
As soon as a typhoon warning is issued by the Central
We a t h e r B u r e a u , t h e Ty p h o o n R e s p o n s e Te a m i s
immediately set up. Under strong wind force, TAIPEI 101
building starts swaying, which affects the elevator steel
cables. To avoid cables hitting the lift shaft or tangling,
safety mechanism came into play and automatically shut
down the elevator. We have drafted “Office Tower Wind
Control and Elevator Operation Response Procedures” to
control elevator operation under different wind intensity
and to reduce operational impact. The specification for
seismic response can also be found in the “Office Tower
Earthquake Response”, which states emergency measures
to be taken when an earthquake strikes. Electrical
equipment will be checked after an earthquake based
on the “Earthquake Handling Procedures for Engineering
Operation Management Dept.”.
1.21 The TAIPEI 101 Tower - Wind Damper
Security Measures
In addition to disaster prevention and response measures,
we also have solid security systems to maintain the order
of the building’s operation, security and safety. The Central
Control Room staff is highly-trained and monitor all public
area around the clock. The TAIPEI 101 Tower and Mall
are equipped with 770 sets of most advanced electronic
security CCTV camera. We have updated a total of 217 sets
of cameras in 2013, and plan to replace the rest of cameras
with higher resolution and add 73 sets of cameras in 2014.
The tower is equipped with access control system in the
main lobby, inside the elevators and controlled area. Only
tenants with an ID card can enter the lift lobby. Visitors may
contact tenants directly through the Visitor Access Kiosk
System in the lobby to receive a visitor access card. On a
weekly basis, we also perform anti-pinhole detection on all
public toilets and breast feeding room in the shopping mall.
Any detection will be reported and resolved immediately to
protect customer privacy.
In 2013, the building did not have a security breach.
However, on August 2013, a mentally ill woman attacked a
food court staff. We sent security to the site and reported to
the police immediately.
19
1.22 The Visitor Access Kiosk
1.23 The Central Control Room - Energy Management and Control System
Operation Impact and Response Regarding Infectious
Diseases
20
TAIPEI 101 Tower is a closed environment. Therefore, we
pay special attention to the quality of the indoor environment,
particularly ventilation. We have installed carbon dioxide
detectors in all the return air duct of the air conditioning
system. Carbon dioxide concentration is monitored in real
time, and filtered outside fresh air is brought in and directed
to the desired area any time. Certain diseases, for example,
the novel influenza virus H1N1, spread primarily through the
droplet and contact infection and it became a challenge to
inhibit the spread of the epidemic in the indoor environment.
To ensure everyone’s health and to avoid interruption to
operation caused by diseases, we developed the “H1N1 Flu
Epidemic Prevention Procedures.” The Epidemic Prevention
Command Center was established to prevent and respond
to the diseases. Our CEO serves as Commanding Officer,
Security Director serves as Executive Officer and each
department assigns related personnel to serve as an
Epidemic Prevention and Promotion Team. The Command
Center will conduct meetings based on the status of the
outbreak, discuss epidemic prevention plans, and provide
up-to-date information to the office tower and shopping
mall Epidemic Prevention Command Post. The Command
Posts are in charge of epidemic prevention supervision of
tenants and suppliers and implement security measures
and contingency plans.
1.24 Organization Chart of TFCC Epidemic Prevention Team
Stakeholders and Material Issues
We have clear communication channels with stakeholders. We value their opinions and rights. Through the
understanding of major issues that concern our stakeholders, we make sure the matters are adequately
responded to through orchestrated strategic plans to minimize the operational impact. We also respond to
stakeholders' expectations and requests through this report or other related actions.
Stakeholder Identification and
Communication
TAIPEI 101 has a vast and diverse list of stakeholders.
Therefore, we need to have a systematic method to identify
major stakeholders. We called a meeting of all departments
and evaluated stakeholders, according to the AA1000
Stakeholder Engagement Standard, in five aspects:
dependency, influence, tension, responsibility and diverse
perspective. We have filtered eight categories of major
stakeholders.
We have various communication channels with different
stakeholders. Stakeholders can actively or passively leave
comments and requests to us, and we respond to them
through respective channels.
1.25 The communication channels and frequency with stakeholders
21
Material Issues Identification
Besides identifying major stakeholders, we also need to
understand the material issues that concern stakeholders
and the impact on the company’s operations. Therefore,
we identify material issues by referencing AA1000
Accountability Principles Standard and Global Reporting
Initiative (GRI) regarding report disclosure and materiality
consideration. We evaluated the impact of the issues on
stakeholders as well as on economy, environment and
society and drew up a materiality matrix to identify twelve
material issues. Also, we use the matrix to determine the
main contents of the report as well as the responses of
material issues in the report.
1.27 Material issues and corresponding chapters in the report
1.26 Materiality Matrix
Material issues identification indicates issues that
stakeholders are most concerned with and with the most
economic, social and environmental impacts are: corporate
governance, operating performance, customer service and
quality and public benefit events.
We will provide management policies and performance
regarding those material issues.
22
Chapter 2
Harmonious Relationship
23
Service High-Quality Tenants
Not only a well-known landmark in Taiwan but also a symbol of high fashion, TAIPEI 101, with it numerous
advantages, has become the operating location for many multinational businesses and internationally
renowned brands. We must not be complacent about this and we are continuing our efforts to improve the
quality of our services. With professional quality services to meet the diverse and varied needs of tenants,
they can focus on their business development. We organize a variety of activities to enhance the relationship
with our tenants.
Grade A Service
Tenants in TAIPEI 101 Tower and Mall are mostly brands
well known internationally and nationally. To provide a
strong foundation and stable development for major
companies in Taiwan, we provide meticulous services as
the strongest backing for tenants in order to jointly promote
the development of economic prosperity.
2.1
2.2
24
Office Tenants by Nationality
Office Tenant by Industry
The initial conception of TAIPEI 101 was to build an Asia
Pacific Financial Center, it was eventually replaced with a
mixed-use development project including premium offices,
a shopping mall and an observatory. Because of this, we are
able to provide world-class infrastructure and management
to the tenants of the office tower and the shopping mall.
We set up a Service Center on the 35F to provide direct
contact window for all services and enquiry including
property management, public area cleaning and so on. Mail
Service is on B2 level for postal services, parcel delivery
service. In addition, in order to handle effectively the
maintenance and security issues or any needs of tenants,
we have a 24-hour repair, emergency hotline service and an
online work order system to ensure that the electricity, air
conditioning, elevators and environmental, safety aspects
are taken care of promptly and efficiently. For the shopping
mall, there are the “Shopping mall management rules”
and “Shopping mall F & B tenant management rules”, of
which TAIPEI 101 is responsible for the maintenance of
the common areas, including the cleanness of the parking
lot, the stairs, and the elevators, and the security of the
shopping mall’s operation. We have also set up training
classrooms and lounges for retail staff on the third floor,
which serve as a space for employees’ training and as a
rest lounge for retail staff.
In addition to the commitment to our international corporate
tenants, we also take into account their important visitors,
and we have set up an information desk in the lobby on the
ground floor of the building, where professional reception
staff greet visitors on first sight, so that the distinguished
guests arriving in TAIPEI 101 will feel respected and valued.
TAIPEI 101 Tower has three observatory restaurants with
amazing view, an international conference center and
various amenities on 35F. The shopping mall has a bright,
spacious, and high-ceilinged indoor piazza. These venues
are available for tenants to utilize to entertain guests or
organize events, and the stylish and elegant environment
would bring extra value of corporate image to the business
activities of the tenants.
Tenant Events
TAIPEI 101 has hosted a number of seminars and luncheons
with various themes, and has also helped tenants organize
events, which not only promote exchanges among tenants,
but also shapes a corporate culture that is both harmonious
and interactive. The events that we organized in 2013 for
the tenants in the office building and the shopping mall are
as follows:
Cultural Seminar – About Flamenco
In October 2013, we worked with NTCH to organize the
“About Flamenco” speech, and invited Lin Geng, head of
Taiwan’s first professional flamenco dance company to
explain to TAIPEI 101’s tenants the history and significance
of the song, music and dance of Flamenco, personally
demonstrated the dance by some experts and led tenants’
employees to do some simple dance moves together, in
order to let them better understand the essence of the
Flamenco dance.
2.3
About Flamenco
Joint Event with Bayer – Environmental Protection
Event
In December 2013, tenant Bayer hosted an environmental
protection event, which was mainly about the promotion
of environmental protection concept. As we ourselves
have spared no effort in environmental protection, we
provided free venue in support of Bayer’s commitment to
environmental protection.
2.4
Bayer’s Environmental Protection Event
Cocktail Reception for TAIPEI 101 Tenants
In March 2013, we organized two spring gathering for our
tenants, and invited to the event financial industry tenants,
service industry tenants, Mainland Chinese tenants and the
executives of the major tenants of TAIPEI 101 to the 101F
of the building. We offered three-star Michelin cuisine, with
Miss Chamber music group performance, and presented
each of the tenants with a small gift after the event to thank
them for their support of TAIPEI 101. Through this event, the
Executives of TAIPEI 101’s tenants enhanced fellowship
among them and business opportunity could be nurtured.
2.5
Cocktail Reception for TAIPEI 101 Tenants
25
Cocktail Reception for Diplomats in Taiwan
In May 2013, we invited diplomats in Taiwan and senior
executives of the Ministry of Foreign Affairs to the 101F of
TAIPEI 101 to enjoy premium meals and fine wine together
with the Executives of TAIPEI 101, hoping to promote mutual
understanding through the event, and to increase Taiwanbased diplomats’ recognition of the quality of the service
in TAIPEI 101, and to increase opportunities for future
cooperation.
2.6
Cocktail Reception for TAIPEI 101 Tenants
2013 Christmas Party - “A Dazzling Decade with
Unlimited Inspiration Christmas Party”
During the festive season of Christmas in 2013, we
organized the event “A Dazzling Decade with Unlimited
Inspiration Christmas party”, in which we had the Christmas
tree light-up ceremony, band performance, dance
performance, famous singers performance, and a lucky
draw to thank the tenants for another year of great support
to us.
2.7
Christmas Party – Lucky Draw Winners
2.9
2.8
26
A Dazzling Decade with Unlimited Inspiration Christmas Party
Expenses of Tenant Events
Tenant Satisfaction Survey
We conduct tenant satisfaction survey regularly each year
to gauge our tenants’ satisfaction towards our services,
events, cleanness, and facilities. In addition, we have set
up a Tenant Service Center especially for our tenants,
providing a window of direct communication with them,
and they can also give us feedback through the official
website or by e-mail. Our company’s management staff
also holds occasional meetings with the management staff
of all tenants in the office tower and the shopping mall to
understand the area that needs improvement and to listen
to the views of our tenants so to improve the quality of our
service.
We conduct two office tower tenants’ satisfaction surveys
in a year to help us understand the satisfaction level of
our tenants towards our staffs’ attitude, cleanness, facility
of the building, and the events we host. The top three
satisfactory items in 2013 were the cleanness of the
lobby, fire safety equipment, and the attitude of the service
counter personnel in the lobby. The items they were less
satisfied about were the transformer maintenance staff,
the fire safety equipment inspection staff, and the air
conditioning equipment.
2.12 TAIPEI 101 International Conference Center - Boardroom
2.13 TAIPEI 101 International Conference Center
Maintenance of transformer and inspection of fire
equipment are mostly performed during the evening.
As there was limited number of maintenance staff, the
tenants’ employees wasn’t sure how long they need to wait
in their office which resulted as a low satisfaction item. In
response to this, we will arrange more staff to do the work
next year. We have in place a smart Energy Management
and Control System (EMCS), which can monitor the air
conditioning systems and maintain the indoor temperature
at a comfortable range. However, the number of tenants’
employees per floor differs, and they all have different
perceptions of temperatures, thus resulting in some
dissatisfaction with the air-conditioning temperature. On the
dissatisfactory items, we will continue to make improvement
measures to address these issues.
2.10 2013 The Three Most Satisfactory Service Categories
2.11 2013 The Three Dissatisfactory Service Categories
27
Looking After Our Employees
We deeply feel that our employees, through their dedication and hard work, have laid the cornerstone for
our success and for the possibility of sustainable development. We adhere to a people-oriented philosophy,
and consider each employee a part of our family, looking after and protecting their rights, providing
generous benefits and career development and cultivating core employee talents. Thus, we are able to
improve our employees’ satisfaction on work, build staff consensus, and enhance our employees’ sense of
identity, thereby establishing a harmonious working environment and work together to strengthen corporate
competitiveness.
Staff Profile
Employment Conditions
As of the end of 2013, our company had 294 full-time
employees, of which all were permanent employees, with
an average age of 35.5 and an average length of service
of 4.7 years. The proportion of men and women were 40%
and 60%, which included nine executives, 13 mid-level
managers, 34 temporary employees, and the temporary
employees were hired as temporary support for the relief
of heavier workloads for certain departments on special
occasions. We provide lunch and rest time for the temporary
staff, complying with the rights stated in the provisions of
Labor Standards Act, with 37.5 hour work per week, and the
hourly rate is better than that of the Labor Standards Act.
2.16 Number of mid-level managers by gender and age
2.17 Average age, years of service and level of education of all staff
Recruiting
2.14 Proportions and numbers of all staff by gender and age
2.15 Number of executives by gender and age
28
5. Number of employees includes full-time and part-time employees.
6. Number of employees includes full-time and part-time employees.
The appointment of staff upholds the principle of talent and
local talent as a priority. To meet the needs of observatory
operation, we hired a Japanese national to work as a
customer service staff in 2013. Meanwhile, we prohibit
any form of discrimination in our workplace, including race,
age, colour, gender or religion. In addition to that, we follow
the current national laws on staff hiring, including Labour
Standards Act, Employment Service Act and Act of Gender
Equality in Employment, etc., to promote gender equality
and ensure that the hiring, appointment, compensation,
performance management, and career development
is governed with fair treatment, and our company also
prohibits child labour, forced labour, and other violations of
human rights. In 2013, a total of 63 employees resigned with
a turnover rate of 2.79%. While of the 67 new employees
hired, 78% were female. In order to protect and promote
the rights of the physically and mentally disabled and
aboriginals, we hired a certain percentage of people with
physical disabilities, and as of the end of 2013 there were a
total of two disabled and five aboriginal employees.
If operation requires, organizational adjustments would be
made, such as changes in departments, place of work and
duties, we would inform employees in advance within the
stipulated period in accordance with the Labor Standards
Act. The adjustments are carried out only after obtaining the
consent of the employees.
2.18 Number of new employees by gender and age
The company has joined the North Taiwan Department
Store Personnel Association, meeting executives from
Human Resources Departments of the same trade every
two months regularly to discuss related issues on the
operation of HR functions such as staff salaries, benefits,
training personnel, thereby improving or enhancing the
existing employee management rules and regulations.
Sexual Harassment Prevention
2.19 Number of the resigned employees by gender and age
Employee Relations and Rights
Labor and Management Relations
As the total number of employees in our company has not
reached 300, we are not required to establish labor unions.
However, we value the views of our employee, providing
different communication and complaint channels to
promote a positive and harmonious relationship between
employers and employees, and create a healthier and
safer working environment. We established a labor safety
committee, which meets regularly to discuss issues related
to safety and health, wherein the proportion of labor
representatives is three tenths. We also focus on the related
issues of labor and management consultation and of
labor rights, so we have planned a labor and management
meeting system, and it is expected to become operational
in the second half of 2014. In addition, we have established
channels such as employee suggestion box, monthly staff
meetings, and regular division and department meetings,
providing employees with clear channels to communicate
with executives. In 2013, we had one human right related
complaint.
The number of female employees in the company is more
than that of male employees. To provide female employee a
working environment without the fear of sexual harassment,
we have developed “Employee Sexual Harassment Prevention
Measures”, under which a sexual harassment complaint
hotline and mailbox has been set up. Also the “Sexual
Harassment Complaints Evaluation Committee” is responsible
for processing the relevant cases.
Occupational Health and Employee Health
Pursuant to relevant laws and regulations on occupational
safety and health, the company developed Health and
Safety Codes of Conduct, Occupational Safety and Health
Committee Charter, Labor Safety and Health Inspection
Regulations, Labor Safety and Health Self Inspection
Measures, and Fire Safety Supervision Measures, etc. A
Labor Safety Committee composed of staff from each
operating department was established. A dedicated
department is responsible for inspecting, promoting, guiding
and implementing health and safety policies. In addition
to providing employees with a safe and healthy working
environment, TAIPEI 101 also regularly hold employee
physical examination, as well as organizes training
advocating environmental health and safety related issues.
We comply with the provisions
o f t h e L a b o r S a fe t y a n d
Health Act, and have not
had any major occupational
hazard or significant labor
disputes within the last three
years, thus were awarded
Health Promotion Medal
of the Healthy Workplace
Certification by the Health
Promotion Bureau, Health
Administration, Executive
Yuan in 2013.
An employee complaint in 2013
Employee working regulation originally stipulates that
employees who work overtime may apply for compensatory
leave, in order for employees to have sufficient time to rest.
As some of our employees requested that the company
should also provide overtime pay as an option, the company
agreed to modify our overtime rules, so that employees who
work overtime could select between compensatory leave or
overtime pay.
2.20 Health Promotion Medal of Healthy Workplace Certification
29
Since the beginning of the operation, TAIPEI 101 has
banned smoking in the whole complex. And after the formal
implementation of the Tobacco Hazards Prevention Act,
smoking was even more strictly prohibited anywhere in
the complex. But for the smoking tenants’ employees
and visitors, we designate smoking areas near the tower
entrance of Songzhi Road and Xinyi Road in accordance
with the regulations. For shopping mall customers,
designated smoking areas are in the Water Dance Square
and Xinyi Square.
Back-up Service Satisfaction Survey
We value the quality of internal back-up service. An annual
satisfaction survey is conducted to collect the views within
the company regarding the services provided (financial,
IT, legal and general affairs departments), and the survey
would serve as the basis for improvement in the future. In
2013, the back-up service obtained a high satisfaction
rating. In the future, we will continue to improve to exceed
employees’ expectations.
Human Res ources Management
Remunerations and Rewards
2.21 Injury rate, occupational disease rate, number of days lost rate, absentee rate
Retirement System and the Implementation Status
We comply with the relevant provisions of the Labor
Standards Act, where 2% of the employees’ monthly
salary is set aside into a government pension fund reserve
account. Since 2005, the company sets aside Pension Fund
equal to 6% of the monthly salary of each employee who
selects retirement plan specified in the “Labor Pension Act”
to the individual retirement account of the Bureau of Labor
Insurance.
Providing a competitive and complete salary structure is the
key to attracting and retaining talent. The company's overall
remunerations include salary, position allowance, duty
allowance, special duty allowance, meal allowance, bonus
and so on. The average salary of employee is 155% higher
than the national minimum wage. In 2013, the average
salary of male employee was higher than the national
minimum wage by 195%, the average salary of female
employee was higher than the national minimum wage by
110%. As many of the female employees are customer
service staff in the observatory and shopping mall, first line
service staff, with lower salary base, therefore the average
salary of female employee is lower.
Parental Leave and Work Injury Leave
Based on Gender Equality Act, employees are offered
maternity leave at full pay for an accumulated 8 weeks
before and after they give birth. We also offer 3 days of
paternity leave at full pay for employees whose spouses
give birth. In 2013, a total of 12 employees applied for
maternity or paternity leave. Except for the two employees
who started to take leave at the end of 2013 and are
expected to return to work in early 2014, the other 10 have
all returned to their original post. In 2013 five employees
were injured due to occupational hazards. In accordance
with the Labor Standards Law, the company has granted
the injured employees work injury leave with full pay. All
five employees have returned to their original post after
recovery.
30
2.22 Table for 2013 Maternity Leave, Paternity Leave and Work Injury Leave
2.23 Table of the average salary of employees by gender
To motivate staff morale and enthusiasm, we established
a transparent and fair reward system. For employees
who improve the company's reputation or guard against
company losses, we reward them by position promotion,
salary adjustment, extra points in annual evaluations,
bonuses, and awards, which are detailed in the “Working
Rules”. The company adopts core value of SPIRIT as
the basis for the annual performance evaluation. One of
the ratings is on the extent of all employees' practice of
corporate social responsibility, such as the achievement
in public benefit events and energy saving, environmental
protection. We award the employees who perform well with
bonus, and as such, employees are motivated to perform
corporate core values at work. In 2013, a total of six
employees received the Core Value Award. For employees
with outstanding performance, we present the Significant
Contribution Award in the monthly meetings to recognize
their contribution. In 2013 a total of 11 employees received
the Significant Contribution Award.
2.24 Employees receiving the Core Value Award
7. 8. 9. 10.
Total hours of occupational injury leave in 2013/average number of people/total productive hours in 2013
Total hours of occupational disease leave in 2013/average number of people/total productive hours in 2013
Total hours of (work injury leave + occupational disease leave) in 2013/average number of people/ total productive hours in 2013
Total hours of (casual leave + sick leave + privilege leave) in 2013/average number of people/ total productive hours in 2013
31
Employee Benefits
In addition to the basic benefits in accordance with the
provisions of the law, the company also offers a variety of
staff benefits. The main employee benefits in 2013 are:
◆◆ Cash rewards:
Dragon Boat Festival and Mid-Autumn Festival bonus,
marriage benefits, funeral grants, dividends, group
insurance, employee child care subsidy, customer service
staff’s allowance, and monthly meal allowance of NT$1,200.
◆◆ Company Outing:
To reward employees’ efforts to achieve profit target, the
company organized company outing to Japan, visiting
attractions like Tokyo Meiji Shrine, SKYTREE, Disneyland,
Ghibli Museum, Omotesando, Takeshita, Odaiba shopping
mall and Hakone Lake Ashi cruise, Owakudani, Yamanaka
Onsen, and Gotemba Premium Outlet. This trip not only
foster family relationship, but also was a good learning
experience for the staff.
2.25 Company Outing
◆◆ Leisure and Recreation:
Employees are free to participate in three movie screenings;
the Welfare Committee holds groupon activities related to
food or clothing once a month; employees can purchase
4 observatory tickets with 30% discount, and vouchers for
Xinyi Sports Center with 30% or more discount.
◆◆ Employee Family Day:
In 2013, we held a year-end banquet in Dingxian Seafood
Restaurant on the 86F in TAIPEI 101, in which the Welfare
Committee prepared a number of prizes for lucky draw. The
Welfare Committee offers funds for leisure clubs, including
cycling club, badminton club, softball club, and yoga club.
The company organized one day trip to restored ancient
house Cheng Mei Hall in Yongjing, Changhua. Not only did it
encourage fellowship among employees but a true cultural
experience.
2.26 2013 Company Year-end Banquet
2.27 Employee Family Day – Cheng Mei Hall Day Trip
32
Human Resources Development
Enhance the Core Competence of Employees
TAIPEI 101 has an international reputation, and is bound to
continue to strive for excellence, to meet the expectations
and needs of stakeholders. In such a highly competitive
industry, outstanding talent is the foundation on which
TAIPEI 101 may achieve sustainable development. For this
reason, we attach importance to employees’ professional
competence and leadership skills, designed an educational
training program with an emphasis orientated towards the
needs of the individual’s job position, career development
and the needs of the company's growth, hoping to enhance
the core competence and competitiveness of employees,
as well as strengthen efficiency and quality.
In 2013, the core competence training courses for the
general employees are as follows:
We have required that the customer service staff in the
shopping mall obtain basic language skill in English and
Japanese. And service personnel working in the observatory
need to receive people from all over the world on a daily
basis, in particular a total of 299,000 Japanese tourists
visited the observatory in 2013. Therefore, we specifically
provided language courses in Japanese and other
languages to strengthen employees' language ability, so that
employees can further enhance their service competence
in communicating with and handling foreign visitors.
2.29 Language training for observatory service personnel
◆◆ Training new employees
The company formulated formal employee training and
development policies, the contents of which are stated in
the company's employee handbook. New employees are
required to participate in the orientation training course to
understand the company's core values, business philosophy,
social responsibility and employee rights, thereby new
employees could rapidly understand the company’s
industry characteristics and fit in well, creating value for the
company. Training courses are held monthly or quarterly
according to the frequency of hiring; all data are updated
when necessary to ensure that the training content is in line
with most current situation.
◆◆ Management ability training
To strengthen the expertise and leadership skills of
personnel holding managerial positions, they are required
to complete the managerial level development and training
courses, and then complete all relevant training based on
the company’s current strategic direction, so as to ensure
that their work practices contribute to the company’s
sustainable development, and they are competent in leading
the staff to achieve performance goals of the company.
2.28 Core competence training courses for the general employees
◆◆ The 2013 managerial level educational training covers
innovation ability and leadership skills, as explained below:
33
2.31 Management Ability Training:Staff Cultivating Ability
2.30 Management Ability Training
2.32 Management Ability Training:Innovation ability – process improvement and teamwork
34
◆◆ Professional on-the-job training
According to employees of each business unit, we plan and
provide appropriate external educational training courses in
accordance with the expertise and capacity required of the
employees’ positions to enhance the employees’ functional
competitiveness.
2.35 Retail Tenant Sale Staff course schedule
Succession Plan
In addition to actively enhancing the core competence
of the staff, we have established a succession plan for
the purpose of cultivating a group of elite reserve group
with potential to develop, which is an effective preventive
plan when the organization is faced with change. It is of
positive benefit to the career development of outstanding
employees, and also improves retention rate.
2.33 External training curriculum of each business unit
The plan identifies first the internal key talents with high
potential and is aimed at the necessary competences
required for the key positions in three aspects, which are:
knowledge, skill, and ability and from which generates the
core competences required by each level. And then through
a systematic course (learning from structure), experiential
learning (learning from experience), and a model of
learning (learning from others), filling the capability gaps of
successors and developing successors’ potential in depth.
Succession candidates’ personal development plans are
under regular evaluation so as to track the status of the
succession plan.
2.34 2013 Internal and external training hours by gender and management level
◆◆ Improve service standard of retail tenant sale staff
Although retail tenant sale staff in the shopping mall are
not employees hired by us, they are, however, an important
medium to convey TAIPEI 101’s brand image to customers.
In order to provide all customers with the experience of
professional privileged services, we have developed
“Shopping Mall Management Rules,” “Shopping Mall F & B
Tenant Management Rules” and “Retail Tenant Personnel
Education Manual” to regulate the service and conduct
of the sale staff. Every day prior to opening we have 15
minutes briefing with the sale staff, and we also design
courses for them, so as to enhance their sales ability and
convey the shopping mall image. We invited experts to
instruct courses on service skills and green initiatives to the
sales staff in 2013, in anticipation that their service quality
will be enhanced and the environmental image of TAIPEI
101 can be publicized to the customers, which will further
the good relationship with customers, and strengthen brand
image and loyalty.
2.36 Process of succession plan
Internal Rotation System
The company has developed a job rotation system, which
adopts the exchange model. The Human Resources
Department is responsible for coordinating the rotation
departments and the qualification assessment. The
employees who apply for job rotation must be qualified in
annual performance appraisal, and their professional ability
must be approved by their supervisors.
Internal job rotation helps strengthen employees’ ability
in different areas, increase the breadth and depth of
employees’ vocational ability, and thus increase the
chances of being promoted. In preparing for changes
in organizational strategy, this system could help to
appropriately adjust staffing to increase company
productivity and competitiveness and create greater value
for the company.
35
Meeting Customer Needs
We treat every customer and tourist that visit TAIPEI 101 as VIPs. In order to make them feel at home, the
shopping mall and the observatory are dedicated to providing services of international standards, and are
continuing in the improvement of our hardware and circulation routes to provide our customers a unique
shopping and sightseeing experience. With our keen insight and our spirit of innovation, we want to continue
improving the quality of our service to exceed the expectations of our customers.
Joyful Shopping Experience
Shopping Mall Renovation
The Xinyi District is the primary retail area in Taipei, and has
a cluster effect attracting many international fashion brands
to set up shops here. TAIPEI 101 Mall, as the Asian-Pacific
fashion landmark, has world-class interior space planning
and is favored by selective
international brands as
the location to establish
their stores in Taiwan. In
response to the crossstrait tourist policy and the
impending opening of the
Xinyi MRT line, we have
anticipated a dramatic
increase of customers,
which would affect the
2.37 Taipei City Government circulation at the shopping
Accessible Restaurant Mark
mall. In order to allow more smooth circulation that helps
consumer consumption and to create a comfortable
shopping experience, we have especially re-planned the
space of our 4F and 5F and that of our food court. Our
efforts received recognition by the Taipei City Government,
and we were awarded with the Taipei Accessible Restaurant
(handicap friendly) Mark in June, 2013. In addition, we
adjusted the tenant mix at the lower levels to cater more to
the younger customer. We will expand our food and beverage
service in the future, adding a high-end afternoon tea shop
and an Italian restaurant, providing customers with even
more F & B choices.
Making Smart Shopping Mall
In response to “smart shopping” global trends, TAIPEI 101,
working with the Institute for Information Industry and UDN
Digital under the guidance of the Ministry of Economic
Affairs, built the Xinyi District Smart Shopping services and
launched the “Smart 101 Shopping Fun”, which offered
personalized high-tech services for customers.
36
2.38 Descriptions of three smart ways to shop
To further enhance service quality, we carried out a
comprehensive review of the existing operation of facilities
and proposed future improvement plans, such as enhancing
wi-fi network, a new license plate recognition system
and food court calling system, in order to accelerate the
realization of the construction of an smart environment, and
hoping to showcase TAIPEI 101 as the window on Taiwan’s
ability in science and technology.
Taipei Shopping Feast
101% Attentive Service
To allow customers to experience new fun of shopping,
TAIPEI 101 Mall participated jointly with eight department
stores in the “Taipei Shopping Feast” organized by the
City’s Department of Business for the first time in 2013,
and with “classic fashion” as the theme, we dished out a
number of great gifts and increased the consumer crowds.
Furthermore, to promote the development of Xinyi business
district, TAIPEI 101 Mall provided a venue for placing event
logo, co-organized the Audi Fashion Show, as well as
promoting the events in direct mails and on display screens.
Through extensive publicity and the healthy competition and
cooperation with other department stores, during the event
period of the 2013 Taipei Shopping Feast, the number of
participants reached up to 120,000, which contributed to
the total consumption value of NT$ one billion. In the future,
TAIPEI 101 will continue to participate in relevant activities
to promote domestic consumption.
We understand our customers’ needs and feelings, and we
provide numerous basic services, such as shopping guides,
foreign language translation, tax refund and we also create
customized services for each and every customer. For
example, we use a golf cart to help customers find parking
lot, and as of the end of 2013, a total of 810 customers have
utilized our car seeking assistance.
In response to the festive seasons, we create different
shopping atmospheres, providing completely different
ambience for customers every time they come shopping
at TAIPEI 101. At Christmas 2013, we put up a stage in the
style of a Nordic forest at the 4F City Square of TAIPEI 101
Mall, and organized a series of choirs, pianists, orchestras
and gospel singers to perform Christmas songs and
Taiwanese folk songs, providing customers with beautiful
music and melodious singing while shopping.
2.39 TAIPEI 101’s Gifts and Raffle in Taipei Shopping Festival
2013 Shopping Mall Fine Incident
According to the “Fair Trade Commission’s principles of
managing promotional prize or giveaway”, when company
organizes promotional prize or giveaway, the maximum
amount must not exceed 120 times of the monthly basic
salary announced by the CLA. At the Glamour 101 Raffle
organized during September 12 to October 7 in 2012,
TAIPEI 101 offered, as the biggest prize, an Audi A6 Hybrid,
which was worthy of NT$ 2.89 million. Because the value
of the prize had exceeded the maximum prize value set by
the FTC, TAIPEI 101 was fined for NT$ 100,000. Because
before organizing the anniversary sales promotion, we
chose to use the as yet available, no price tag new Audi
A6 hybrid as the prize. Further, due to the slow economy in
2012, the company wished to stimulate sales, but did not
count on using the big prize as a way to lure consumption.
We paid the fine as requested, and had taken measures
to prevent such from happening again. Therefore in 2013
as we celebrate out tenth anniversary, TAIPEI 101 Mall
cooperated again with Audi for lucky draw, had confirmed
the value of the prize to be NT1.41 million, which not only in
compliance with the law but also achieving the goal of the
event.
2.40 2013 Christmas Music Performance Event Details
37
Responses to Major Events at the Shopping Mall
To protect the rights of our consumers, the company has
strict norms regarding our tenants’ conduct of business,
such as product labelling and food safety; also, as soon as
we learn about major events about our tenants or irregular
misdeeds, we respond immediately, minimizing risks,
protecting the corporate image, and hold responsibility
to those involved. In 2013, major events related to the
shopping mall and our response measures were as follows:
In 2013 the Taipei City Parking Management and
Development Office fined us NT$ 3,000, due to the fact that
we had redrawn idle motorcycle parking lots to create VIP
parking area. Afterwards, we immediately restored the area
as motorcycle parking lots.
In 2013, there was an outbreak of food safety problem in
Taiwan, namely that of maleic acid being found in tapioca
pearls. Of those involved, one of them was TAIPEI 101s’
food court tenant, Little Southern Gate. In consideration of
our customer’s health, we demanded that Little Southern
Gate take all of their products off the shelf until they were
certain that their products were within food safety standards
and had a certificate to prove it, in order to ease customers
concerns.
In April, 2013, food court tenant Ji Guang Chicken was
reported to have omitted entry of sales invoice, which was
in violation of the terms of the lease contract, and was
also a serious damage to TAIPEI 101’s reputation, so we
requested that Ji Guang Chicken pay the amount of NT$
50,000, 20 times that of the omitted invoice as a punitive
penalty and required that the tenant punishes its employees.
Our Response to Falun Gong Issue
Because TAIPEI 101 is an important landmark, which is a
must-visit attraction for Chinese tourists when they come to
Taiwan, the religious group Falun Gong has stationed itself
for a long time in the buildings’ surroundings, and there have
also been scuffles between parties such as the Concentric
Patriotism Association and the Communist Party, affecting
the impression and image at the front of the shopping mall
as well as the tranquillity of the surrounding residents and
TAIPEI 101’s tenants. But because their people are beyond
the property line of TAIPEI 101 and are on city sidewalk,
we have no authority to maintain social order there, thus
we can only hire security guards to minimize the impact
inflicted upon us.
38
Exploring the Observatory
Service Quality of the Observatory
TAIPEI 101 Observatory is located 382 meters from the
ground, providing 360-degree views overlooking the scenery
of Greater Taipei, attracting many tourists to come here to
explore. To meet the requirements and expectations of the
many tourists who come visiting and to maintain our high
quality of service has always been our commitment and
purpose. In response to the increasing number of tourists,
we have deployed other elevators in the building to assist
with transporting tour groups to and from observatory
besides the dedicated shuttle elevators, and set up an
additional entrance for tour groups at B1 level to divert the
flow of tourists and to reduce impatience from individual
tourists for long waiting time. Also, to maintain the quality of
the environment, we renovated the ceiling of the entrance
at B1 level by installing sound-absorbing panels and using
natural open sound absorption in some areas to reduce the
noise generated by a large number of tourists, and so as
not to affect the other customers’ shopping and sightseeing
experiences. In the future, we plan to sell “Fast Pass” ticket
at 5F to service visitors who has no time to wait in line.
In 2013, we added Caring seats at the entrance and in the
observatory, two wheelchairs at B1 and 88F service desk
were added, a total of five wheelchairs are prepared at the
observatory to help the elder and the handicapped while
waiting or touring. Meanwhile, to encourage family visiting,
we offer local citizens discounted tickets on family related
holidays, such as Children’s Day, Mother’s Day, Father’s
Day, and the Chung Yang Day, so they can come to the
observatory and find their homes from a different viewpoint
and to enjoy their time together as a family.
2.41 The Caring Seats at B1F Entrance
2013 Sky Wedding Photo Show
TAIPEI 101 Observatory provided services for newlywed
couples for the first time ever in 2013, at which couples
could take wedding photos at the observatory and they
only need to buy regular tickets. This blends the romantic
atmosphere with beautiful Taipei basin, leaving touching and
unique memory. Also, the Observatory featured Taiwanese,
Hakka, and aboriginal wedding decorations, not only
creating different styles of photography, but also offering
tourists with an opportunity to experience the diversity of
Taiwan’s wedding culture.
2.42 2013 Sky Wedding Photo Show
Interaction with Tourists – “Pride of Taiwan” Wall
Display
We have continued to pursue innovation in our hardware
equipment in order to provide more diversified services. In
2013, we updated the “Pride of Taiwan” wall display at 5F
of the observatory entry area to an interactive multimedia
touch-screen for tourists to operate on their own and to let
them gain a better understanding of Taiwan’s talents and
the remarkable accomplishments that Taiwan’s industry
has achieved on the global stage, and added a “You are the
next Pride of Taiwan” photo shoot and mailing functions,
providing the opportunity to interact with tourists, and to
deepen their impression of travelling in Taiwan.
2.43“Pride of Taiwan” Wall Display
39
Customer Complaint Mechanism
TAIPEI 101 is equipped with personalized service hotlines,
email and service centers for customers to express their
views on the shopping mall and the quality of service of
the observatory. For customer suggestions, customer
complaints and others, there is the “Shopping Mall Customer
Complaint Management Rules”, under which the customer
service unit will receive and promptly notify the relevant
departments in order to be able to deal with customer
needs immediately. Furthermore, to enhance the quality of
customer complaints handling, we imported the customer
complaints system online in 2013, and plan to start using it
in 2014.
Customers can express their views by telephone, the official
website and service counters, and through complete and
standardized customer complaints handling processes,
customer service personnel will, after receiving customer
feedback, record customer complaints in a systematic way
and inform the relevant units in charge; the unit in charge,
in turn, will need to propose a concrete way of dealing with
the problem within 3 days to improve the satisfaction of the
customer. Customer service personnel analyze statistically
and record both the customers’ reviews and the handling
process during the period on a regular weekly basis, submit
reports that serve as the basis of review and improvement
plus education and training materials for other units.
Every customer complaint case is tracked and processed
regularly, which is then provided to each unit via email on a
weekly basis, and thus showing the company's attention to
the quality of customer service.
In response to the increasing number of visitors, and in
order to maintain the quality of our service, we listen to
each customer, and respect all their views, and take their
complaints to the relevant departments to be handled
properly, while continuing to improve the quality of our
service. Customer complaint cases which occurred at a
high frequency in 2013 and the results of our responses to
them, are as detailed below:
2.45 Shopping Mall Customer Complaint Cases
Appreciation from an observatory visitor
Mr. Xie from Kaohsiung called to tell us that he was so
impressed when he visited the Observatory in the evening
of October 19, 2013 about the service attitude of the
customer service staff, and he was particularly impressed
by the staff in the elevator. He called to offer his gratitude
to the service staff and TAIPEI 101 Observatory for
providing him with such good service.
Customer Satisfaction Survey
We conducted a satisfaction survey on customers of TAIPEI
101 Mall and Observatory, analyzed customers’ comments
on goods, services, facilities, circulation provided by TAIPEI
101 to enhance the brand image, strengthen service quality
and brand loyalty. And, based on our customer satisfaction
survey results, we developed marketing strategies and
formulated guidelines to enhance customer satisfaction.
This year’s satisfaction survey methods are described
below:
◆◆ General consumer satisfaction survey: with domestic
and international customers as subjects, by way of
questionnaire, we analyzed TAIPEI 101’s service quality,
store image, customer satisfaction, customer loyalty and so
on. The number of effective samples is 1,001 copies.
2.44 Observatory Customer Complaint Cases
40
◆◆ Prestige Club member satisfaction survey: with Prestige
Club member as subjects, by way of individual interviews
and focus groups, a total of 32 guests were interviewed
individually, and combined with the focus groups, we
obtained views from 53 members in the end.
◆◆ Study on consumer circulation: with customers visiting
the observatory and shopping mall as the subjects, and
through use of accompanied recording that does not disturb
the customers, we recorded and analyzed the pattern
and behavior of the customers of the observatory and
the general customers of the shopping mall. In total 276
effective items of data were collected.
Overall, the survey analysis showed that the overall
satisfaction of customers towards TAIPEI 101 is quite
high. In regard to the service satisfaction, the three most
satisfied items are, “the neatness of service personnel’s
clothing and appearance”, “the professional competence of
the service personnel”, and “the attitude and competence
of the information desk personnel”; the item with the
lowest satisfaction is “service personnel’s ability to solve
customers’ complaints”. To meet the needs of diverse
customer groups, TAIPEI 101 is developing improvement
measures in the light of the items with the lower satisfaction
to provide a more professional and distinct service quality.
2.47 TAIPEI 101 Prestige Club
In customer surveys, we have received many customer
complaints on the lack of a canopy between the exit of
MRT Xinyi Line and the TAIPEI 101 Mall entrance, which
results in customers having to be exposed to rain before
getting indoors, causing a lot of inconvenience. We realized
that this is an important issue that needs to be addressed,
and prepared to install a roof shaped shelter, but due to
the relevant government regulations on the GFA of the
complex, the project could not proceed. To avoid affecting
customers’ mood and quality of shopping, we will continue
to communicate with the relevant government agencies, in
the hope that the shelter will be allowed.
2.46 TAIPEI 101 Customer Service Center
41
Creating Value for Taiwan
TAIPEI 101 was once the tallest building in the world. With a high reputation in the international community, it
is not only a landmark of Taiwan, but also a representative of Taiwan. We set the goal to become the highest
platform for cultural creativity and public interest, taking advantage of the high visibility of TAIPEI 101, we
promote Taiwan's art and cultural creativity industries to the world, market Taiwan’s food culture, support
charity care events, and care for disadvantaged groups in society. In addition to inducing selfless dedication,
we also offer people real moving experiences and priceless surprises, creating new value for Taiwanese
society and its image.
2.48 The value of public service events organized
Let the World See Taiwan
Promote Taiwan tourism -2013 TaiwanJapan Sightseeing Landmark Friendship Year
Based on the friendly relations between Japan and
Taiwan, the Tourism Bureau and the Japan Tourism Agency
jointly promoted TAIPEI 101 Observatory and Tokyo Sky
Tree’s working together to promote the “2013 TaiwanJapan Sightseeing Landmarks Friendship Year” to bring
Taiwan-Japan relations closer, and open up a new tourism
atmosphere in Taiwan and Japan, thus contributing to
economic development. Through the large-scale activities
and a variety of events jointly organized by both towers,
the amount of Taiwan and Japan visitors making mutual
42
visits was driven upwards. According to statistics, a total of
299,000 Japanese tourists visited the Observatory. TAIPEI
101 Observatory hired a Japanese employee responsible
for Japanese tourist reception; the language friendliness
allows Japanese tourists to fully enjoy the facilities of the
Observatory and Taipei scenery.
International VIP Visits
TAIPEI 101 is the representative of the government’s
international publicity. This is also why TAIPEI 101 regularly
plays a role in Taiwan’s diplomatic affairs, receiving
international dignitaries, and the promotion of Taiwan's
beauty and local culture. In 2013, we coordinated with
the government units in VIP visits and related activities,
entertained a total of 1,427 visitors, which included
President of the Republic of Nauru, Burkina Faso National
Assembly Speaker, Vice President of the Republic of
Gambia, etc.
2.49 2013 Taiwan-Japan Sightseeing Landmark Friendship Year Press Conference (second from the left: Tourism Bureau Director Hsieh Wei-jun; TAIPEI 101 Chairman Christina Sung; Tokyo Sky Tree President Michiaki Suzuki; Deputy Representative of the Japanese Interchange Association Sami Yusuke)
The New Year's Eve Fireworks
TAIPEI 101 collaborates with the Taipei City Government at the
end of each year to host New Year's Eve fireworks event, which
is also one of the most watched international New Year's Eve
performances. Every year TAIPEI 101's fireworks display presents
innovative performances different from the previous year, and
thus it becomes the focus of international media broadcast, which
allows Taiwan to appear on the international stage. In order to
market Taiwan’s culture and creativity, for 2014 fireworks display,
we invited Golden Melody Awards winner producer Wu Jin-Dai
responsible for producing, the soundtrack genius Fan Zong-pei
for music arrangement, and the Paiwan Children Chorus to sing
their traditional songs, with which the music was used in the New
Year's fireworks display. With the music accompanying the dazzling
fireworks, it brought the world a distinctive visual and auditory
experience, and through the international broadcast of the New
Year's Eve fireworks, local Taiwanese culture and sound were
transmitted to the whole world, which also manifested the support
for indigenous people. According to the statistics of Foreign Ministry,
a total of more than 40 countries, more than 150 television stations,
websites and print medias published news in relation to the TAIPEI
101 Fireworks, the national and foreign media reports equivalent to
a total value of more than one billion NTD.
2.50 The New Year's Eve Fireworks
Affirmation by International Media
The Effect of International Film Making
TAIPEI 101 fulfills its corporate social responsibility not only
in generating operating profit, but also in the enhancement
of the international reputation of our country. In 2013 TAIPEI
101 was named “the 10 best cities for New Year’s Eve”, “25
of mankind’s greatest engineering achievements”, and “25
great landmarks in the world” by CNN; the world’s fastest
elevator to the observatory was also selected as one of the
“49 journeys that will change your life”. GreenBiz.com also
named TAIPEI 101 Tower “one of the world's ten greenest
offices”.
French director Luc Besson came to Taipei to shoot his new
movie “Lucy”, which included scenes of the landmark TAIPEI
101. The movie will be screened around the world. The Gold
Award winner Taiwan director Chu Yu-ning’s new idol drama,
“You Light Up My Planet” also included scenes of TAIPEI
101. This drama will be broadcasted in China, Japan, Korea,
and Southeast Asia. By screening the films around the world,
the beauty of TAIPEI 101 was publicized, allowing the world
to see Taiwan. This is a great tourism promotion channel.
43
Flash Mob Chorus
Venture Capitalist Li Zhen-Zhang, singer Li Jian-Fu and
director Ma Yi-zhong jointly planned the “Surprise Chorus
101” flash music event in June 2013, anticipating that
Taiwan’s beauty would be introduced to the world. The
highly visible TAIPEI 101 sponsored the food court venue
and costume, and 130 people gave unpaid performances
of Taiwanese songs including Green Island Serenade,
Jasmine, Spring Breeze, and Evergreen Mountains. After
uploading the video on YouTube, in just two weeks, the
Internet CTR surged over a million times. This ten-minute
video allows the world to see Taiwan’s landmark, Taiwanese
cuisine and music, and also brought an infinite moving
experience and surprise to people.
Flash mob chorus YouTube link https://www.youtube.com/
watch?v=bbqY1P6KJmI
2.51 Flash Mob Chorus
2.52 Flash Mob Chorus
Spread Love and Care for the Community
Blood Drive Day
In response to “Donate blood to save life,” TAIPEI 101 has
been organizing blood drive days together with the Taipei
Blood Center since 2008. Shin Yeh restaurant in the building
also sponsored free red bean soup, encouraging all tenants
and staff to roll up their sleeves to show their care for the
society. TAIPEI 101 held blood drive day in March and
September 2013, and a total of 359 bags of 250cc blood
bags were obtained.
44
2.53 Blood Drive Day
International Run Up Race
[Love Bazaar] Charitable Event
Since 2005, TAIPEI 101 has been organizing the annual
international run up races in order to promote sports and
exercise. The theme of the 2013 TAIPEI 101 international
run up race was “Courage make your dream come true”. A
total of 3,542 people finished the race. To echo the theme
of the climbing competition, we donated NT$100,000 from
the runners’ entry fee deducting necessary expenses to the
baseball team of Dong Yuan Elementary School of Taipei,
which has won the World Junior Baseball Championship in
the past, to promote and encourage students to engage in
sports activities.
TAIPEI 101 held a collaborative charitable event, [Love
Bazaar], with the largest tenant of the office tower, the
internationally renowned accounting firm, KPMG Taiwan,
in June 2013, assembling 12 social welfare organizations
to set up stands in the 1F lobby to sell their products,
also invited were cellist Zhang Zheng-jie and pianist Xie
Wan-ling to perform for the opening ceremony. This event
attracted the enthusiastic support and purchases by both
the public and the tenants of TAIPEI 101, and because of
which, the total product sales of the welfare organizations
were over NT$1,000,000, and NT$380,000 of which were
donated together by the Chairman and CEO of TAIPEI 101
and the former director and founder of KPMG Taiwan to
social welfare organizations, taking practical action to help
improve the lives of disadvantaged children.
2.54 International Run Up Race
2.56[Love Bazaar] Charitable Event
One Day Pay Donation for the Philippines
2.55 Donation to the Baseball Team of Dong Yuan Elementary School
“Lisa LaLisa Loves Make-A-Wish Taiwan”
Charity Sale
To care for the critically ill children in Taiwan, artist Wang
Li-ren launched a Dreams fund raising charity event in
November 2013, with TAIPEI 101 providing City Square
free of charge (Worth NT $ 1,324,000) as the exhibition and
bidding venue to express support for the event. This event
invited 101 artists and celebrities to paint on the FSC (Forest
Stewardship Council) internationally certified paper bags,
and 101 unique products were displayed in TAIPEI 101. The
public could understand the design concept of each bag
through physical display platform, tender a bid to purchase,
and the final sale proceeds were donated to Make-A-Wish
Taiwan ROC Joy Wish Association.
Super Typhoon Haiyan hit the Philippines hard in November
2013. TAIPEI 101 immediately called on our employees and
the tenants of the office tower and shopping mall to launch
joint donations to demonstrate humanitarian concern,
fulfilling the responsibility of citizens of the world. The
Chairman and CEO of TAIPEI 101 also donated generously,
hoping to bring more companies to follow suit and show
solicitude for the neighboring country all together. A total of
NT$880,000 was raised.
Disadvantaged Groups and Charity Groups Visiting
the Observatory
TAIPEI 101 cares for the disadvantaged attentively, makes
efficient use of resources to contribute to the community,
taking disadvantaged groups, such as the elderly in nursing
homes, children in orphanages, children of low-income
households or people with disabilities, for free visits to
the TAIPEI 101 Observatory from time to time for them to
enjoy the beautiful scenery of Taipei. In 2013, we provided
3,184 disadvantaged people in total with free visits to the
observatory, which, when converted into revenues, accounts
for a value of NT$1,592,000 in total.
45
“See Art, See love” 10 Fashion Art Exhibition and
Charity Auction
Coinciding with the tenth anniversary of TAIPEI 101, we
worked with the charities in collaboration to hold “Taiwan
International ORBIS Blindness Prevention Foundation”
in September 2013, which was a Fashion Art Exhibition
of an international scale, to support the cultural and
creative industries of fashion and Charity activities. We
commissioned 10 domestic and foreign designers to create
10 works for TAIPEI 101, and exhibit them at City Square
on the 4F during the anniversary sales period; there were
a total of 11,041 visitors. Customers can carry out bids for
artworks on the event website, and the artworks that are
less than the end target of the bidding amount were placed
in the on-site bidding of the elite charity dinner “Dazzling 10
Years Seeing Love” organized for Prestige Club members,
and a total of 232 people attended the dinner. The NT$1.56
million raised in the exhibition fundraiser will be used for
a two-year sponsoring scheme of ORBIS in the remote
areas of Hualien and Taitung, facilitating early detection
and early treatment of eye diseases in children in remote
mountainous areas.
2.58“See Art, See Love” 10 Fashion Art Exhibition and Charity Auction
2.57 List of groups visiting the observatory for free
46
Public Interest Lighting
To allow the community to have more positive energy, when
Taiwan is in need, TAIPEI 101 would turn on the lights on its
facade with a public interest message, to cheer Taiwan up.
For example, in 2008 during the August Eighth Flood, we lit
“TAIWAN Go Go” to pray for the victims; in 2009 when the
Taiwan economy was in the doldrums, we displayed the
words, “2010 TAIWAN UP” on New Year's Eve to inspire the
public, hoping that the economic situation in Taiwan would
improve. And during the 2013 World Preterm Children Day,
to support the launching of the clothing selection event
organized by the Foundation of Preterm Children, TAIPEI
101 lit “Preterm Children Go” to raise the public attention
to issues of preterm children. In the 2013 World Sports
Conference, the tug of war team of Jingmei Girls High
School won the gold medal, so the words “Women's Tug
of War Gold Medal, TPE GO” was specially shown on the
facade of TAIPEI 101 to express congratulations to them.
During Breast Cancer Awareness Month, TAIPEI 101 lit
a pink ribbon to remind women to pay attention to breast
cancer prevention. TAIPEI 101 contributed to raising the
attention of Taiwan and the international community to
social issues through the public interest lighting. The total
value of charitable lighting in 2013 was NT$54 million.
2.59 World Prematurity Day 2013
2.61 List of Public Interest lighting
2.60 Public Interest Lighting – Encouragement for Premature Children
47
agnès b. Cubs Mug Charity Sale
During Christmas in 2013, agnès b. and TAIPEI 101 jointly
organized a charity sales event. The French headquarters
of agnès b. designed a globally limited charity care product agnès b cubs mug, while TAIPEI 101 provided free of charge
the Songzhi main entrance of the shopping mall (worth
NT$5.3 million) for the display of the agnès b. love charity
hut, which was used for displaying and selling, and was
also a window for customers to deliver their love and care.
Sale proceeds were all donated to the charity organization
“New Hope Foundation” as school grants and livelihood
assistance for children from disadvantaged families, which
also allowed disadvantaged families to experience the
festive atmosphere and care.
48
Promote Taiwanese Culture, Arts and Food
Public Art Guided Tour Events
With our mission of becoming the highest culture and art
platform, TAIPEI 101 shoulders the task of public arts
promotion, supporting events organized by the Cultural
Affairs Bureau of Taipei City Government. During the period
between September to October 2013, we coordinated
two guided tours on “street art and public art” around Xinyi
District, and three city guided tours named “hangout and
travel in Taipei”. We invited experts to guide the visits to
the public art in the 1F lobby of the tower. Through expert
commentary, visitors were able to better understand the
meaning of the public art pieces in and around TAIPEI 101.
2.62 agnès b cubs mug charity sale
2.64 Public art guided tours
2.63 agnès b cubs mug charity sale
2.65 Public Art- Partners Monument
Supporting Taiwan's Cultural and Creative Industries
-2013 TAIPEI 101 Design Competition
As TAIPEI 101 has firmly established its international
architecture and fashion image, it could become a
facilitator of cultural and creative industries. To provide a
stage for the creative design talents of the new generation,
TAIPEI 101 organized the “2013 TAIPEI 101 Design
Competition” in November 2013, calling for the design of
cultural and creative goods which could be commercialized
and designed under the theme of TAIPEI 101. There were
a total of 1,745 entries, and the gold, silver and bronze
award-winning entries were displayed on the highest cultural
and creative platform - TAIPEI 101 Observatory, showing
Taiwan's outstanding design standards. Meanwhile, an
area exclusively dedicated to Taiwan's cultural and creative
boutiques was set up at TAIPEI 101 Mall, displaying and
selling creative goods designed by Taiwanese designers.
2.66 2013 TAIPEI 101 Design Competition
Steel Cable Art, “Infinite Life”
To ensure safe operation of the high-speed elevators,
after five years of operation and having carried 6.6
million passengers, we replaced the steel cable of the
world’s fastest elevator for the first time in May 2010. The
dismantled steel wire of the steel cable has a total length of
500 km, equal to the length of Taiwan’s coastline from north
to south. The steel cable has served the tower well and is
of extraordinary significance to TAIPEI 101. Furthermore,
based on the spirit of environmental protection and
recycling, we invited Taiwanese artist Kang Mu-hsiang,
to create an artwork with tightly coiled retired cable,
which resembles a steel embryo reborn from the towering
structure from which it came. The difficult creative process
lasted a year and a half, and in September 2013, the steel
cable was finally rendered with an artistic face, which was
named “infinite life”. Standing as testimony to TAIPEI 101’s
philosophy of environmental protection, it was placed at the
entrance of the TAIPEI 101 Tower, available for visitors to
appreciate and take pictures, whilst conveying to the public
that TAIPEI 101 will continue its glorious past, and go on
creating a future full of infinite possibilities.
TAIPEI 101 Observatory Elevator Cable
The cable in display is from the World’s
F a s t e s t E l eva to r fo r TA I P E I 1 0 1
Observatory, in service from Jan. 19,
2005 to May 28, 2010. Each elevator
uses ten cables, 447 M in length
and 700 KG in weight. Each cable is
composed of 8 steel ropes with 25
steel wires and 1 steel core rope with
49 steel wires, totaling 249 wires. The
total length of steel wires equals to 111
KM.
2.67 Steel Cable Art, “Infinite Life”
49
Cultural Talk - Storytelling via Machinery
In December 2013, we held an art exhibition in the lobby of
the office tower, which lasted for 22 days, displaying master
Huang Hsin-Chien’s work “mechanical storytelling”, which
mainly applied the mechanical device of the early flop style
timetable to create a large matrix of interactive faces, and
each unit flop consists of different parts of a face, which
can be individually program controlled. By operating the
flopping mechanism repeatedly, different composition of
faces with all kinds of expressions can be created. On 15
December 2013, we invited Mr. Huang to lead a guided tour,
illustrating the design concept. On top of that, an expert
lecture was held on 20 December 2013, so that more
people could understand Taiwan’s culture and arts through
contemporary installation art.
2.68 Storytelling by Machinery
Promoting the Movie, “Beyond Beauty: Taiwan from
Above”
2.69 Sponsored Screening of “Beyond Beauty: Taiwan from Above”
“Beyond Beauty” is a movie shot in mid-air recording
Taiwan's beauty and damaged environment, which
enables the audience to see the beauty of our island and
the destruction caused by economic development. In
September 2013, a venue for press event to promote the
movie was provided by us for free. TAIPEI 101 also had
lighting display as “Beyond Beauty” on the exterior wall to
promote the movie when it was released in November. We
want to help attracting more people to see this movie, so
that while appreciating the beauty of Taiwan, people gain
a deeper understanding of the current environmental crisis
that Taiwan faces.
Promotion of Taiwanese culture - Taiwan Tourism
Calendar
Tourism Bureau's “Taiwan Tourism Calendar” exhibition
consisted of art and festivals recorded by Annie, the
backpacker who traveled around Taiwan. Through the
means of vivid videos and photos, combined with interactive
technology, the viewers could become immersed in and
experience the atmosphere of the 42 festive events
throughout the year in Taiwan. In order to promote the
unique charm of Taiwanese culture, in July 2013 we
provided the observatory free of charge for the exhibition of
the tourism calendar, as well as introducing special priced
tickets for the observatory and providing lucky draws. More
visitors were attracted to the TAIPEI 101 Observatory to
enjoy the beauty of both the view and Taiwan's festivals.
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2.70 Taiwan's Tourism Calendar
Stamps and Post Service
We set up a special stamp store at the observatory,
displaying and selling Taiwan’s commemorative stamps.
The special stamps are appreciated by tourists, and they
can be purchased for collection or gifts. In addition, we
specially set up mailboxes up in the observatory, so tourists
may write their messages on the postcards, place a stamp
and drop it directly in the mailbox, sending greetings and
blessings to the world from the sky.
2.71 Stamps and post service: TAIPEI 101 Mailboxes
Souvenirs Made from Local Fruits – Vinegar
2.72 TAIPEI 101 fruit vinegar: grape vinegar (Yuanlin): increasing metabolism; apple vinegar (Lishan): staying young; plum vinegar (Jiaxian): maintaining health; pineapple vinegar (Kaohsiung): helping intestinal movements
We support Taiwan's agriculture, especially Taiwan’s
local fruits. The fruits went through the process of direct
bacteria brewing and fermentation, and transformation by
beneficial bacteria, handmade fruit vinegar that has been
purely brewed for more than 400 days is then produced. The
Observatory sell this in the shop so foreign tourists would
get to know the quality of our local produce. In order to offer
foreign visitors a chance to taste the Taiwanese delicacies
such as pineapple cakes, we set up a special counter in the
observatory, so visitors can buy them as souvenirs and help
to promote Taiwan’s food culture.
Caring for Taiwan’s Agriculture – TAIPEI 101 Green
Living Market
With the international visibility of TAIPEI 101, high-quality
agricultural and livestock products in Taiwan can be
promoted to the world. TAIPEI 101 and Taiwan Technology
Agribusiness Development Association jointly organized
the “TAIPEI 101 Green Living Market” in November 2013,
and cloud technology was also utilized to introduce an App,
which enabled customers to purchase through the Cloud by
scanning the QR Code in addition to selecting and buying
on-site. These carefully cultivated and farmed agricultural
and livestock products, selected from 23 Taiwan's highquality farms, were for sale in the lobby of TAIPEI 101 Tower.
The products include Taiwan’s best orchid, that was praised
by Queen Elizabeth of UK, sweet potatoes from Shennong
Award winner Guagua Garden, and royal rice produced and
manufactured by Taiwan's oldest centennial rice mill.
2.73 TAIPEI 101 Green Living Market Event and 2012 Corporate Sustainability Report Launch
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Sustainable Supply Chain
Ever since TAIPEI 101 began operating, the suppliers and subcontractors have been our most important
partners. TAIPEI 101 upholds the philosophy of sustainable development, continuously improving the
management of the supply chain and the policy of sustainable procurement, and exerting influence, requiring
our partners to comply with TAIPEI 101’s standards to reduce the impact that the supply chain may cause.
TAIPEI 101’s pursuit of excellence coincides with its anticipation of coming to a consensus and enhancement
of the supply chain’s green competitiveness, building together a value chain with stable development.
Supply Chain Management
TAIPEI 101’s suppliers include cleaning supplies and
household goods. The cleaning of the public area, security
management, and facilities and system management are all
outsourced to vendors.
For supplier management, we have set the “Supplier
Evaluation Management Measures” to ensure that the
procured products are in conformation with the basic needs,
and that the quality suppliers selected are ones that meet
the specifications. The quality, service, technical capability,
financial condition, management and other aspects of
the suppliers can affect the tenants’ and our operations.
Therefore, we adopt the above points as the criteria for
supplier selection.
Our suppliers are assessed at the end of each year, and
based on the assessment results, the suppliers are divided
into three classes: Class A suppliers pose the lowest risk,
and can be logged into the “qualified supplier” database,
and the procurement procedures may be carried out;
Class B suppliers pose a moderate level of risk, they are
required to be assessed based on the supplier selection
criteria, again before they are allow to participate in the
procurement procedures. Class C suppliers are highrisk suppliers, whose qualifications are to be immediately
revoked. Those that commit a fundamental breach will
forthwith be blacklisted as rejected vendors.
As to the outsourcing of vendors, we solicit publicly in the
manner of tendering. In addition to meeting the basic criteria
such as company size and technical capability, obtaining
the international quality certification ISO 9001 is also one
of our appraisal criteria. We also require our outsourcing
vendors to comply with regulations with reference to the
environment, human rights, labor, health and safety, strictly
prohibiting any outsourced vendors from employing child
labor, employing illegally foreign workers, and discriminating,
etc., so as to reduce the risks that might be inflicted on
the outsourced vendors themselves and us; presently,
all of the outsourced vendors are in compliance with our
specifications.
As of the end of 2013, a total of 30 security personnel and
37 cleaning service personnel from outsourced vendors for
the TAIPEI 101 Tower; a total of 39 security personnel and
107 cleaning service personnel from outsourced vendors
for the TAIPEI 101 Mall. On the perspective of social care,
52
we also strongly support the outsourced vendors in hiring
disadvantaged and indigenous citizens. After investigation,
it was found that in 2013, among the total number of the
cleaning crew, 32 of them are disadvantaged persons and 5
of them are aboriginals, of which 3 are for office tower.
2.74 The number of people from outsourced vendors in 2013
We have further laid down the “Regulations for the
Management of Gifts”, which strictly prohibits all employees
from bribery or bribe taking. To establish sustainable
development in the supply chain, we planned to formulate
regulations for the management of supplier evaluation
and operating procedures with regard to public notices for
tender procurements of a significant amount, to append
corporate social responsibility indicators to supplier
selection criteria, and establish an independent department,
as well as draw up the “Code of Conduct for Procurement
Staff” for the sake of strengthening our control over our
suppliers. In 2013 there were no bribery incidents.
2.75 The Future Plans for Supply Chain Management
Sustainable Procurement Policy
TAIPEI 101 was certified by USGBC's LEED Existing
Building: Operations and Maintenance category at Platinum
level in 2011, thus became the world's tallest green building.
In view of this, to sustain the hard-won achievements, we
insist on continuing the implementation of a comprehensive
sustainable procurement policy, and requiring the tenants
and outsourced cleaning vendors to use eco-friendly
cleaning products only, implementing precisely our green
cleaning policy. We are responsible for purchasing Green
Mark certified sanitary paper, which are used for general
purpose and in public toilets, and have cost us a total of
NT$ 4.8 million. The outsourced cleaning vendors are
responsible for purchasing cleaning products and electric
vacuum cleaners, which are conferred with globally
recognized labels or certifications for green products, to
reduce the environmental impact of their cleaning work.
direction of promoting green cleaning will be given to
choosing high-performance green vacuum cleaners or
cleaning equipment. In 2013, the shopping mall began
using cleaning products consistent with national security
provisions and certified with Green Mark for the dishwasher
detergents and other cleaning products, the usage
accounted for 34% of total, and the utilization rate will be
increased to 40% in the future, in response to the concept
of environmental protection and sustainable development.
Improve Vendors’ Personnel Quality
In order to provide employees, tenants and customers
a healthier, more comfortable and safer environment,
we entrust professional outsourced vendors with the
responsibility of cleaning the public area and maintaining
the safety of the office tower, shopping mall and the
observatory. We view the outsourced vendors’ personnel
as partners of sustainable development, hence we request
that outsourced vendors are obliged to enhance their
employees' working competency, so that they can grow
side by side with us to achieve the goals of sustainable
development. Outsourced vendors should provide 24hour pre-service training for the new staff, allowing staff to
understand the working rules of TAIPEI 101, as well as the
key points of the working environment and safety matters.
Also, in accordance with the requirements of the “Labor
Safety and Health Act”, outsourced vendors must inform
the staff of the risks related to work and the measures that
should be taken.
2.76 Types of eco product labels, purposes, and percentage of total amount
The current proportion of eco-friendly cleaning products
in the office tower is about 30%.t According to the actual
user experience, it is found that the effect of green
cleaning product is not very good, so we need to increase
the frequency of cleaning in order to achieve satisfactory
cleanliness, which has had the reverse effect of consuming
even more resources. Therefore, the priority of the future
53
2.78 Tower Cleaning Personnel Training
2.77 Details of employee training sessions provided by outsourced vendors
54
11. Number of participants X total number of times a year X number of hours each time
Chapter 3
Green Homeland
55
Green Earth
Economic activities of the human race not only create an impact on the ecosystem of the earth, but also
endanger the environment that human inhabits. In light of global warming and climate change, we must
work together to take action for mitigation and adaptation. As the landmark of Taiwan, TAIPEI 101 is also a
corporate citizen of the world that sets the paradigm in the management of skyscrapers. Therefore, it has
to set an example in environmental protection and treasuring resources of the earth. The company wishes
to build a consensus and joint effort with all parties concerned and realize the concepts of sustainable
development together.
Commitments to Mother Earth
TAIPEI 101 is well aware that the building and the operation
in itself creates an environmental impact. We not only
exercise two of the six “TAIPEI 101” characteristics –
Innovation and Environment – to aggressively support
environmental advocacy, but also continue to improve
energy efficiency, water usage, and waste recycling in
the office tower, shopping mall, and the observatory. In
1997, the building design of TAIPEI 101 already factored in
environmental factors, incorporating measures such as the
double low-e glass curtain wall to reduce heat penetration
and A/C energy use in the summer, rain water recovery
and storage system, garbage collection chute system that
saves lift ride in delivering waste, and the advanced “Energy
Management and Control System” (EMCS). Right from the
beginning of operations, we have taken environmental
protection as a priority and we remain in compliance with all
regulations. In 2013, we were not fined for any violation of
environmental regulations.
3.1
TAIPEI 101’s Six Characteristics
Based on the idea of sustainable management, TAIPEI
101 implements its environmental protection policies and
pursues advancement in equipment and technology. At
the same time as growing business, TAIPEI 101 will do its
best to protect the resources of the earth and the natural
environment. This is our commitment to Mother Earth.
56
The plan of the Corporate Sustainable Development
Team
In 2013, departments involved in public area maintenance,
green house gas audits, and carbon reduction measures
include the environment managements teams of Tower
Property Management and Mall Property Management Dept.
and power team of Engineering Operation Management
Dept... In the future, the Environmental Sustainability team
under the Corporate Sustainable Development Team will
continue to enforce environmental protection measures.
It will draft sustainable development policies and assess
risks, taking into consideration climate change issues and
the core value of TAIPEI 101.
Environmental Protection Policy
◆◆ Green On Project
Built on the foundation of successfully acquiring various
certifications, we have initiated the Green On Project. The
seven major dimensions of the project are as follows:
3.2
Seven major dimensions of Green On Project
We also create dedicated web pages to introduce this
project and forthcoming events to the general public.
Green On website: http://www.taipei101greenon.com.tw/
◆◆ Earth Hour International Environmental Protection
Campaign
Since 2009, TAIPEI 101 participates in the event on its own
initiative to turn off the lights for one hour around the world
initiated by the World Wildlife Fund (WWF). The building turns
off the exterior lighting for one hour as famous landmarks
around the world, in the hope that other buildings and the
general public will respond to the “Earth Hour” campaign
together and be aware of carbon reduction, energy savings,
and climate change issues.
Taiwan Diamond Level Green Building Certification
TAIPEI 101 received the “Diamond Level” certification
awarded by the Architecture and Building Research Institute,
Ministry of Interior for the Taiwan green building – old building
improvement category in March 2013. This certification
is an evaluation system and certification regulation in the
evaluation of green buildings in terms of “Ecology, Energy
Saving, Waste Reduction, and Health” (EEWH). TAIPEI 101
took the “Carbon Reduction Result Evaluation Method” to
apply for the evaluation. The company also performed an
evaluation on the improvement results of “air conditioning
technology” and “illumination technology.” The consultancy
fee totaled NT$270,000. Achieving this Diamond level is a
further recognition for the effort of TAIPEI 101 in terms of
green building and environmental protection.
Energy Savings and Carbon Reduction Action Emblem
3.3
Earth Hour International Environmental Protection Campaign
Recognition for Environmental Protection
LEED Platinum-Level Green Building Certification
TAIPEI 101 was certified by
USGBC as LEED for Existing
Buildings: Operations and
Maintenance (LEED EM:OB)
Platinum level in 2011 and
became the tallest green
building in the world. This is
the pride of TAIPEI 101 and
Taiwan.
3.4
TAIPEI 101 devotes resources to energy savings and
carbon reduction in actions such as improving lighting
fixture, air conditioning and water equipment, recycling, and
greening the environment. At the same time, the building
provides a comfortable ambience. We received the “Energy
Conservation and Carbon Reduction Action Emblem - Merit
Award” from the Environmental Protection Administration,
Executive Yuan, in December 2013, which highlights the
results our energy saving and carbon reduction. TAIPEI 101
Tower is to be the paradigm for other buildings.
LEED EM:OB Platinum certification Logo
Because the company was not aware of this green building
evaluation system when TAIPEI 101 was designed, it is not
like the new buildings that have adopted LEED standards
at the time of design. The evaluation standard for Platinum
level certification of existing buildings is extremely stringent.
To fulfill the commitment to protect the environment at a
high standard, for a period of more than two years, TAIPEI
101 executed improvement projects on more than one
hundred pieces of equipment, drafted green policies and
measures, with the help of employees and tenants of the
office tower to finally receive the certification. Earning
the LEED certification is not the end. We will continue to
enforce the green actions adopted through the course of
certification and plan to be re-certified in 2016.
3.5
Taiwan Diamond Level Green Building Certification
3.6
Energy Conservation and Carbon Reduction Action Emblem
57
Environmental Performance
Energy Usage Efficiency
TAIPEI 101 is a mixed use tall building with office, retail and tourism components. Altogether, there are 11,663 employees
of companies that rent space from TAIPEI 101 and, on average, 59,274 customers and tourists enter and exit TAIPEI 101.
Therefore, the indoor temperature, lighting, elevator operation, and other equipment have to function normally to maintain
the smooth operation of the complex. The operation of a building consumes a lot of energy. For this reason, energy is a large
component in our operating expenses. The adjustment of the electricity rate and the uncertainty of Taiwan’s power supply is a
potential business risk to us. To ensure that our company can deal with this type of risk, we perform monitoring, measurement,
and analysis on building energy efficiency every year and work hard to improve energy efficiency.
Total power usage in 2013 was 84.73 million kWh. The office tower, the shopping mall, and the parking lot used 47.37%,
45.83% and 6.8% respectively. For office tower, office tenants and restaurant tenants are responsible for their own power
consumption, and they used 33.89% of the total tower power usage. For shopping mall, retailers and restaurant tenants used
42.32% of total mall power usage. Overall, 64.39% of the power usage in 2013 was under the direct control of our company.
Our carbon emission base year is 2009. Judging from overall power usage, in 2013, the office tower’s power usage declined
by 2.49% from the base year of 2009; the shopping mall 11.58%; parking lot 4.08%. Overall, power usage declined by 6.98%
from base year.
However, between 2009 and 2013, rental floor space of the office tower increased by 17.71%, and the number of tenant’s
employees increased by 19.61% in the same period. When calculated with the average energy usage intensity of leased area,
the figure in 2013 declined by 17.71%, compared to that of the base year. When calculated with the average energy usage
intensity of tenant’s employees, the figure in 2013 declined by 18.48%, compared to that of the base year. The usable floor
area of the shopping mall covers retail space for rent, hallway, elevators, and other public access areas. When calculated with
the average energy usage intensity of the usable floor area, the figure in 2013 declined by 11.58%, compared to that of the
base year.
3.7
Power Usage of Office Tower, Shopping Mall, and Parking Lot
Office Tower
3.8
Office Tower Power Usage Breakdown
Office Tower
3.9
58
Office Tower Leased Area Energy Usage Intensity
12. (kWh/Year/Leased Floor Area)
Office Tower
3.10 Office Tower Tenants’ Employee Energy Usage Intensity
Shopping Mall
3.11 Shopping Mall Power Usage Breakdown
Shopping Mall
3.12 Shopping Mall Usable Floor Area Energy Usage Intensity
Water Resource Consumption
We monitor water usage every year to improve water resource usage efficiency. Total volume of water used in 2013 was
530,201 metric tons. The office tower used 47.85% of water, while the shopping mall used 52.15%. Overall water usage
volume declined by 1.47% from the level of 2012. Judging from the building water usage intensity, while there were more
employees of the building’s tenants and visitors to the shopping mall, the building water usage intensity of the office tower
and of the shopping mall declined by 4.01% and 1.32%, respectively, indicating that our water usage efficiency significantly
increased.
3.13 Total Water Usage in 2013
13. (kWh/Year/ Tenants’ Employee No.)
14. (kWh/Year/Main Building Area). Shopping mall usable floor area includes the area of aisle, elevators.
59
Office Tower
3.14 Office Tower Water Usage Breakdown
Shopping Mall
3.15 Shopping Mall Water Usage Breakdown
3.16 Office Tower and Shopping Mall Annual Number of Users
60
15. Office tower total water usage/office tower annual number of tenants’ employees
16. Shopping mall total water usage/shopping mall annual number of thousand users
Recycling Waste
TAIPEI 101’s scope of business is managing and providing service to the office tower, shopping mall and the observatory.
Therefore, most of the waste comes from daily operation, from tenants, and from fit-out work. The waste that cannot be
recycled is sent to the incinerator or landfill. The total volume of recycled waste in 2013 is increased by 32.46% from that
of 2012. Some of the waste can be processed and turned into raw material to be reused. Because we see such material as
important resources, we have separated them into 25 categories from the source where the waste was generated, so that we
can transfer them for reuse and reduce waste.
3.17 Total Waste Weight
3.18 Category, Weight, and Percentage of Recycled Material
61
Greenhouse Gas Inventory
Beginning from 2011, TAIPEI 101 started taking greenhouse gas inventory. The company compiles a Green House Gas
Inventory Report according to ISO 14064-1:2006, and the report is certified by a third party. The sources of our green house
gas emission are summarized as follows:
3.19 Green House Gas Emission Source Table
In 2013, the scope of the inventory encompasses the entire range of our company, including the office tower, shopping mall,
and the observatory. The emissions from all categories are shown in the graph below. Scope 1 is the emission of direct green
house gas, consisting mainly of the combustion of gasoline in business vehicles, the diesel used in the emergency generator,
and the refrigerant used in air conditioning systems (R-134a refrigerant). This scope constitutes 0.08% of total emissions,
improving from the level of 2012. Scope 2 is indirect emissions, consisting mainly of electricity purchased externally. It is the
energy used to power the air conditioning system, public area illumination, the elevators and escalators, and other equipment
and systems, but not including the electricity used for operation inside the office space. This scope constitutes 99.92% of
total emissions at 28,231.89 metric tons of CO2 equivalent, showing a decline of 7.05% from the level of 2012. Our company
does not have data on Scope 3 emissions at this moment. The major source of HFC emission is the air conditioning system,
and the figure can be estimated from the addition of R-134a refrigerant into the air conditioning system. Because there was
no consumption of refrigerant in 2013, there was no addition, thereby no carbon emissions produced.
3.20 2013 Green House Gas Emission Certificates
62
3.21 Scope 1 and Scope 2 Emission
3.22 Comparison Table of Green House Gas Emissions in the Past Three Years
3.23 Ozone Depletion Material Emission
17. Metric Ton CO2-e/Year/Rental Floor Area
63
Green Building
Since TAIPEI 101 began operation, it has been improving the energy efficiency, saving water resources,
and recycling rate. Finally, it became “The World’s Tallest Green Building”. To continue the achievement,
TAIPEI 101 set annual environmental goals to continue seeking new improvements. With the joint effort
of all employees and tenants’ employees, the company executes all measures to improve environmental
performance and create a more eco-friendly and comfortable work environment, as well as to receive the
highest economic benefit.
Commitment by Tenants
After TAIPEI 101 received the Platinum Level LEED
certification for existing buildings in 2011, the company
continued to manage the environment of the building with
stringent regulations to fulfill the commitment of protecting
the earth. In total, there were 115 corporate tenants leasing
office space as at the end of 2013, and their efforts are
needed to maintain the green building. For this reason, we
add green rules and regulations to the “Tenants’ Manual”
and regulate the fit-out work, cleaning, and the energy and
resource management in their day-to-day operations with
the manual to comply with green building regulations.
◆◆ Green Fit-out
New tenants of the building fit-out their space according to
their office layout design. To ensure that their fit-outwork is
in compliance with regulations of our building, we use LEED
as a framework and incorporate international best practices
to draft the “Green Fit-out Handbook”, which requires that
tenants prevent noise pollution, maintain indoor air quality,
and choose green interior material while they carrying
out the work so to reduce impact on the environment.
Contractors in violation of fit-out regulations will be fined.
faucets, toilets, and urinals bearing water conservation
labels. For tenants with high power usage, we perform
electric panel inspection by methods such as infrared
inspection, power analyzer measurement, three-phase
aggregate load, and electric panel switch contact lockdown
to understand the cause of electricity consumption and
propose improvement measures.
Building Rain Water Recovery System
TAIPEI 101 installs rain water capture systems on platforms
every 8 floor above the 34th floor. The system collects
rain water and sends it to the large rain water tank on
the B5 level. After the rain water is filtered, it is reused as
outdoor landscape irrigation water and for washing exterior
equipment and surfaces. The system collected 8,402 metric
tons of rain water in 2013. Additionally, the company used
the collected rain water for the toilets in the shopping mall.
The remainder of the waste water is drained to the sewage
system of the city according to government regulations.
◆◆ Green Cleaning
Many tenants of the building outsource the cleaning of
office space to service providers as we do. Therefore,
we strongly encourage tenants to request their cleaning
service provider adopt the same green cleaning policy as
we do, which is using cleaning products and equipment in
compliance with environmental regulations. Tenants should
be responsible for the separation of waste generated in
their areas into recyclable, general waste, and food waste,
according to the principle. Waste should be placed in the
designated collection containers on each floor. Cleaning
staff are responsible for checking the separation of waste
and taking waste to the Waste Management Center in the
basement.
◆◆ Energy and Water Conservation Measures
With the Green On Project, we convey TAIPEI 101’s goal
in energy and water conservation to its tenants and the
tenants’ employees in the hope that tenants will support
green actions together and control the consumption of
energy and water resources. Our recommendation in lighting
and water conservation includes using energy-efficient
lighting fixtures, buying office equipment and appliances
with energy-saving and eco-friendly labels, and buying water
64
3.24 Rain Water Recovery System – the Drainage
Waste Management
If we use a service lift to transport waste from all the floors
to the Waste Management Center in the basement, we
would waste a lot of labor and energy. We have had installed
a waste collection system to transport not recyclable waste
to the Waste Management Center. The waste collection
system consists of four sections of gravity driven chutes.
At the end of each chute is a shredder that cuts waste into
pieces before it is sent to the Waste Management Center
in the basement. With such a process, the air and liquid in
the waste will be extracted, and the volume of the waste
will be compressed to one-third of the original size. Then
the waste handling contractor hauls it away. Recyclable
waste is sent to the Waste Management Center by service
lift. In consideration of sanitation factors and to prevent
the decomposition of food from affecting the environment
of the building, food waste is first stored in a freezer in the
basement and then hauled away by the food waste handling
contractor.
Indoor Illumination and Air Conditioning Improvement
Measures
I n 2 0 1 3 , TA I P E I 1 0 1 a p p l i e d fo r s u b s i d y f r o m A i r
Conditioning System Energy Saving Performance Project
of the Energy Bureau, Ministry of Economic Affairs and
Industrial and Commercial Energy Efficiency Improvement
Project of the Industry Development Bureau, Taipei City
Government. We spent NT$25.2 million and NT$3.73
million respectively to improve air conditioning technology
and illumination technology. For the project of the Energy
Bureau, Ministry of Economic Affairs, we received NT$8.40
million in subsidy, which is used to replace fixed frequency
drives with variable frequency motors in air conditioning
system so that it functions according to the actual needs as
monitored by central monitoring system and reduce energy
consumption. We actually saved 2.85 million kWh of power,
47% of energy saving from that equipment change. For the
public area illumination system, we received $710,000 of
subsidy from the Industry Development Bureau of the Taipei
City Government and used the fund to replace the existing
fire safety lighting and PLC overhead lighting fixtures with
LED lights. Altogether, 1,459 units of lighting fixtures were
replaced, saving 260,000 kWh of power each year at an
energy saving ratio of 74%.
Five-Year Energy Conservation Plan
TAIPEI 101 is committed to reducing energy consumption.
F o r t h i s p u r p o s e , we d r a f t e d a F i ve - Ye a r E n e r g y
Conservation Plan. The company will perform optimization
measures on the illumination management system and the
air conditioning system in stages. Regarding illumination
management, we will periodically analyze the illumination
power usage in the mechanical room and parking lot,
utilizing sensors, and setting on-off pattern in the parking
lot based on business hours. The optimized management
for the air conditioning system will supply external fresh air,
effectively control the distribution performance of chilled
water, and analyze the optimal program.
Curtain Wall Inspection Project
In 2013 when the powerful typhoon Soulik hit Taiwan and
toppled more than 1,600 trees in Taipei City, the strong wind
also damaged part of the exterior wall of TAIPEI 101 Tower.
The repair work took almost three months to complete, at
a cost of NT$3 million. This taught us a lesson about the
force of natural disasters. To respond to the impact brought
by climate change, we executed a curtain wall inspection
project for the whole building. The inspection came in two
phases: The first phase was inspecting the metal sheet
wrapping on curtain walls above the 25F. The second phase
was inspecting the exterior window frame of the entire
building. The inspection cost totaled NT$9.4 million.
3.25 TAIPEI 101 Mall Metro Plaza
65
Green Shopping Mall
TAIPEI 101 Mall has a good collection of international luxury brands flagship stores and a choice of gourmet
restaurants. Customers enjoy access to merchandise and fine dining from around the world. With our faith
in sustainable development, we want to reduce the environmental impact to a minimum while we operate
a magnificent shopping mall at the same time, so that we can provide a green and healthy shopping
environment.
Energy and Water Resource Management
In 2013, the shopping mall received a subsidy from Industrial
and Commercial Energy Efficiency Improvement Project of
the Industry Development Bureau, Taipei City Government.
The subsidy was used on improving lighting fixtures in
public areas and replacing the less energy-efficient lighting
fixtures, such as 924 units of PLC-52W overhead lights and
535 fire safety lights. All of them have been replaced with
LED lighting fixtures, and the energy saving ratio is expected
to be 74%. Additionally, for the energy saving performance
upgrade project, we added variable frequency motors to air
conditioning heat pumps and air handling units. The energy
saving ratio of related equipment is expected to be 47%. In
2014, the company is planning an energy saving upgrade
project that adds variable frequency drives to the shopping
mall air conditioning brine pump. The energy saving ratio of
related equipment is expected to be 30.01%.
Shopping Mall Restrooms Recognized as
Outstanding
To ensure that customers of TAIPEI 101 Mall are always in
a pleasant mood while they are shopping, we are raising
the bar on the cleanliness and service of public areas year
after year. We are increasing the frequency of cleaning, so
that the restrooms can remain clean. We are also improving
the service quality of the cleaning staff and replenishing
toiletries, such as toilet paper and liquid soap. In the future,
we are planning to replace ventilation fans in the restrooms
to improve the air quality in the restrooms.
In terms of water resource management, because we
expect the opening of the MTR line will bring a large number
of visitors, water usage in the public restroom will increase.
We have a responsibility to reduce water footprint to a
minimum. Therefore, the shopping mall directed the rain
water collected from the office tower to toilet use in 2013.
The expected water saving is 30,000 tons per year.
Recycling With Our Customers
To create a friendly and
clean shopping environment,
we encourage customers to
recycle waste with TAIPEI
101. In the past, because
the shopping mall garbage is
collected together and sent
to the Waste Management
Center for separating into
recyclable and waste. The
3.26 The Recyclable and Waste garbage bins in the shopping
Bins in the Shopping Mall
mall are not marked as
recyclable waste or regular
waste, which confused the customers as to where they
should dispose of recyclable trash. In 2013, we added 50
recyclable bins in the shopping mall to encourage recycling.
66
3.27
2013 Taipei City Public Restroom Evaluation as Outstanding (User-
friendly Category)
3.28
2013Taipei City Public Restroom Evaluation as Outstanding (Department Store Category)
Green Tourism
TAIPEI 101 is an architectural landmark in Taiwan and a must on the itineraries of many visitors when they
come to Taiwan. The building draws many people to the observatory each year, and they have a bird’s eye
view of Taipei City from the tallest building in Taiwan. By 2013, the observatory has registered 2.296 million
visitors. This figure shows that we are an important asset to Taiwan’s tourism industry and responsible for
providing a comfortable and environmentally-friendly tourism facility.
Sharing TAIPEI 101’s Environmental Protection
Measures
We host many tourists at the observatory on the 89F of the
tower to enjoy the view. Through this, we can have more
people understand the actions that TAIPEI 101 has taken to
care for mother earth. We installed a Green On wall display
at the observatory to promote the concept of TAIPEI 101’s
Green On project and the measures implemented, and to
encourage the visitors to have a 10+1 green actions in their
daily lives.
1. Turn off lights whenever possible
2. Conserve water
3. Take public transportation
4. Regulate the air conditioning temperature
5. Treasure paper resources
6.Recycle
7. Bring your own utensils
8. Buy green merchandise
9. Eat local food
10. Use green cleaning products
“10+1” means that the 10 green initiatives have to be reinforced
with one persistent determination, because the earth can be better
only with the persistent effort of everyone.
Maintaining Tourism Environment Quality
B e c a u s e t h e o b s e r v a to r y i s
located on the 89F of TAIPEI 101,
its management of energy, water
resources, and waste is identical to
that of the tower. For lack of space,
we did not add recycling bins at the
observatory. However, in practice,
we send the garbage generated
at the observatory to the Waste
Management Center in the basement
for recycling. To give customers
peace of mind, we posted a note
about waste handling on the outside
of the garbage bin in the observatory.
3.30 Observatory Garbage Bin
3.29 Green ON Wall Display
67
Encouraging Tourists to Take Public
Transportation
3.31
MRT Xinyi Line
Limited Edition
101 Cup
To support low-carbon tourism, we
e n c o u r a g e v i s i to r s to t a k e p u b l i c
transportation to get to TAIPEI 101.
When the MRT Xinyi Line opened, the
observatory launched the 2013 MRT Xinyi
Line limited edition 101 Cup, which used
lively colors and city pattern designs.
They were displayed at the B1F Gift Shop
of the observatory, hoping to encourage
more people to travel to TAIPEI 101 by
MRT and use their own cups for drinks.
Within the first month of operation, it is
free to take the Xinyi Line, and the sale of
101 Cup doubled. All 800 limited edition
cups were sold within three months,
achieving the goal of this promotional
activity.
Green Christmas Tree
We asked Leslie Chen, a renowned designer, to design a
Christmas tree for the lobby of TAIPEI 101 Tower. It was a
gigantic, green Christmas tree that came from the 37,112
PET bottles recycled from the building over two months
and then spun into 3,290 yards of yarn and then folded into
122,000 flowers. The dandelion-shaped light on the top of
the Christmas tree shows that the idea of environmental
protection will spread around the world like dandelion
seeds. During the Christmas time of 2013, 508 bottles of
bottled water in the shape of TAIPEI 101 were crafted into
an “Crystal Christmas Tree” that was 2-meters tall and
1.5-meter in diameter, signifying TAIPEI 101’s height of
508 meters and conveying the environmental conservation
image of a world-class green building.
3.33 Crystal Christmas Tree
3.32 Observatory Damper Baby and Christmas Tree
68
Green Community
While TAIPEI 101 is the paradigm of the tallest green building, it continues to seek innovative technology to
improve the energy consumption of the building. The reason for doing so is fulfilling the green commitment
to the earth. We work hard to reduce the direct impact to the environment from our operation and think
about the indirect impact of business activities, such as the reduction of green space and activities that
cause greenhouse gas emissions. We start from protecting the surrounding environment and promote
environmental education so that green living can thrive in cities.
Adopting Chung Chiang Park
Green Education
Chung Chiang Park is a habitat abundant with wildlife,
including the Taipei tree frog that is on the red list
of threatened species of the International Union for
Conservation of Nature (IUCN), and the Taiwan blue magpie
that, while it is on the “not threatened” list of IUCN, it is listed
as a “Rare and Valuable Protected Species of Taiwan” and
has been protected by the Cultural Heritage Preservation
Act since 1989. Both species are endemic to Taiwan. We
promise to maintain the landscape of Chung Chiang Park.
We clean up the debris after the typhoon and preserve the
cleanliness of its environment. Considering the importance
of the ecology of Chung Chiang Park and the fact that the
species that inhabit there are vulnerable to toxins, we avoid
using insecticides and chemicals. We also insist on cleaning
up tree leaves by manual labor to maintain the growth of
plants on the ground.
Additionally, we also provide green tour of TAIPEI 101.
Institutions or groups can apply for such green tours. In
2013, we hosted 36 organizations, groups, and schools with
visitors totaling 1,380 persons at no cost to them. This was
the equivalent of a NT$200,000 in environmental education
budget. Through green tours, visitors can gain deeper
understanding of TAIPEI 101’s idea and actual practice
as a green building. This service further helps us promote
the idea of environmental protection and sustainable
development.
We understand that the structure of TAIPEI 101 and the
selection of the construction and materials used will
cause a direct or indirect impact on biodiversity. Other
than reducing the greenhouse gas emissions and following
sustainability purchase doctrines, we adopted the 4,644
square meters of green area in Chung Chiang Park on the
fringe of Xinyi District to reduce the indirect impact that our
company brought on biodiversity.
We designated a corner in the lobby of the office tower as
Green Corner, which is used as a space for promoting green
building. The details include interactive films in which Green
Damper Baby introduce the Green On project to visitors of
the building. We also set up a Green On area on our official
website and convey TAIPEI 101’s green experience to a
wide range of internet users with lively animated film. We
want to educate the general public to practice green living.
3.35 TAIPEI 101 Green Tour
3.34 The Maintenance Work at Chung Chiang Park
69
GRI G3.1 Index
Chapter
GRI Indicator
About This Report
3.1, 3.2, 3.3, 3.4, 3.6, 3.7, 3.8, 3.10
Message from Chairman
1.1, 4.12
Message from CEO
1.1
1 Accountable Governance
Business at a Glance
Company Profile
Honors and Recognition
2.1, 2.2, 2.4, 2.5, 2.6, 2.7, 2.8, 2.9, 4.13
2.10
Business Model
Business Management Strategy
4.8
Market Overview
1.2, EC1, EC4, SO8, PR9
Corporate Governance
EC DMA
Governance Organization and Operation Mechanism
2.3, 4.1, 4.2, 4.3, 4.4, 4.5, 4.6, 4.7, 4.10
Corporate Social Responsibility Governance
4.9, 4.10
Risk Management and Response
4.11
Operating Risk Management Mechanism
PR8
Safety Risk and Response
EC2, LA9, PR1
3.5
Stakeholders and Material Issues
Stakeholder Identification and Communication
4.14, 4.15, 4.16
Material Issues Identification
4.17
2 Harmonious Relationship
Service High-Quality Tenants
Grade A Service
EC8, EC9
Tenant Events
EC8
Tenant Satisfaction Survey
PR5
LA DMA, HR DMA
Looking After Our Employees
Staff Profile
EC7, LA1, LA2, LA13, HR4, HR6
Employee Relations and Rights
EC3, LA3, LA15, LA4, LA5, LA6, LA7, LA8, LA9, HR5, 70
PR DMA
HR7, HR9, HR11, CRE6
Human Resources Management
EC5, LA3, LA14
Human Resources Development
LA10, LA11, LA12, HR3
PR DMA
Meeting Customer Needs
Joyful Shopping Experience
EC8, EC9, SO9, SO10, SO8, PR3, PR6, PR7, PR9
Exploring the Observatory
EC8, EC9
Customer Complaint Mechanism
Customer Satisfaction Survey
PR5
4.12, EC8, EC9, SO DMA
Creating Value for Taiwan
Let the World See Taiwan
Spread Love and Care for the Community
SO9
Promote Taiwanese Culture, Arts and Food
Sustainable Supply Chain
EC6, HR DMA
Supply Chain Management
HR2, SO2, SO3, SO4
Sustainable Procurement Policy
EN1
Improve Vendors’ Personnel Quality
LA8, HR8
3 Green Homeland
Green Earth
EN DMA, EN28
Commitments to Mother Earth
4.12
CRE8
Recognition for Environmental Protection
Environmental Performance
EN3, EN4, EN8, EN16, EN17, EN19, EN20, EN22, CRE1, CRE2, CRE3
Green Building
EC2, EC4, EN5, EN6, EN10, EN18, EN26, EN30
Green Shopping Mall
EN5, EN6, EN18, EN26
Green Tourism
EN7, EN18, EN26
Green Community
EN11, EN12, EN13, EN14, EN15
GRI G3.1 Index 3.9 (See the data and figures for each indicator), 3.12
71
72
Taipei Financial Center Corporation
2013 Corporate Sustainability Report
Issued by: Taipei Financial Center Corporation
Issuer:
Christina Song
Advisor:
KPMG
Edited by:
Address:
Corporate Sustainable Development Team
59F., No.7, Sec. 5, Xinyi Rd., Xinyi Dist., Taipei City 110, Taiwan
Phone:+886 281017777
Email:
Website:
Publication
Date:
[email protected]
http://www.taipei-101.com.tw/csr.aspx?cid=8
August 2014
This report uses FSC certified
paper and environmentally
friendly soy ink.