The “100 MVP Managers” award, organized by “MANAGER today”, announced the list of the top 100 most valuable MVP managers in Taiwan in 2022 last Friday (11/25). Peng Hong-Wu, General Manager of ETMall was awarded under the Marketing Innovation category. According to Peng Hong-Wu, ETMall never shirks when it come to facing the changes and impact of the environment, and it always adheres to the strictest selection of quality, remains committed to providing members with the best quality products and services, and will continue to uphold the spirit of innovation in the future, in order to achieve sustainable competitiveness!
The theme of the 15th “100 MVP Managers” this year was “Coexisting with Change – Pursuing Sustainable Competitiveness,” and it was also the main direction for the selection of the 100 MVP managers. With COVID-19 becoming a new normal, leaders learned from the pandemic that to remain competitive, they must not only manage internal operations well, but also actively respond to external changes and play the role of stabilizing the environment. In order to make a fresh start, companies are investing in environmental protection, social responsibility, and corporate governance (ESG) in order to build a more sustainable business. Even if catastrophe strikes again, the company must be able to respond with innovation and resilience. Therefore, 100 outstanding managers who can continuously adapt to changes and lead the company to grow in performance have been selected.
Peng Hong-Wu was formerly the CEO of Eastern Home Shopping & Leisure Co., Ltd. After being promoted to the position of General Manager of ETMall, the company achieved EPS of NT$12.81 from January to October 2022, which is a remarkable profit report and a new breakthrough in overall performance. In the 2022 Taiwan Top 2,000 Companies Survey conducted by “CommonWealth Magazine”, ETMall was ranked No. 7 among the top 10 in the Department Store, Wholesale, and Retail Industry category. ETMall also won the Taiwan Corporate Sustainability Report – Trade and Department Store Industry First-grade Gold Award at the 2022 Taiwan Corporate Sustainability Awards in November this year. This fully demonstrates ETMall’s commitment to long-term sustainability management under the leadership of General Manager Peng Hong-Wu.
In addition to the being very grateful for the recognition of the MVP Manager award, Peng Hong-Wu expressed that he was also very thankful to the efforts by all the ETMall departments that allowed him to win this honor in the face of the pandemic crisis. John Chambers, president of Cisco, once said that the new economy is “not about big fish eating small fish, but fast fish eating slow fish.” It happens to be the same view as the “act fast, break the rules” philosophy of ETMall’s Chairman Gary Wang. In the post-pandemic era, the only way to win is to be fast, to make precise decisions, to pursue efficiency, and to reach the top, which is why he believes that in the past few years, ETMall has been known as a winner against the wind.
When Taiwan was in the grips of a pandemic outbreak, ETMall’s General Manager Peng Hong-Wu remained committed to the spirit of “others are about business, Eastern is about public welfare.” In addition to cooperating with small farmers around Taiwan to launch Eastern Farm and county mayors serving as shopping experts to relieve the economic hardship of domestic farmers and fishermen, ETMall also donated NT$10 million in cash to both Taipei City and New Taipei City in 2021 for pandemic relief. It also donated NT$2 million worth of masks to the Taipei Veterans General Hospital, as well as outdoor modular isolation rooms to the Taipei City Hospital, and tents for screening stations to the Tri-Service General Hospital. Eastern is always working together with the frontline health care workers in Taiwan to fight the pandemic. In addition, ETMall has sponsored the Breakfasts Made of Love to 35,000 children for 16 years, donated New Year celebration dishes, visited nursing homes regularly to care for the elderly, and helped to rehabilitate former inmates to readjust to society. ETMall remains committed to fulfilling our corporate social responsibility at all times. At the same time, ETMall has continued to take care of employees’ health during the severe pandemic outbreaks by providing health supplements to enhance immunity. During the pandemic in July 2021, the company took the lead in announcing a salary increase for its employees and took the initiative to provide free vaccine insurance for all employees, as well as to develop guidelines for employees to work from home, so that employees could carry out home self-isolation with peace-of-mind and that the company could operate normally without being affected.
In addition to working with the entire nation to fight the pandemic, ETMall is also committed to environmental protection. Under the leadership of President Gary Wang, it responded to the New Taipei City Government’s “Mountain Sea Forestation Plan” by planting 200 trees at the Wen Sun Farm in New Taipei City in April this year; and also held a beach clean-up event at Green Bay in Wanli District, New Taipei City in September this year. They paid tribute to the mountain forests and the ocean through taking practical action. Following the global sustainability wave, Eastern designated 2022 as the “first year of ESG for Eastern Group” and all Eastern Group’s subsidiary companies will continue to refine their ESG indicators for environmental protection, social responsibility and corporate governance in order to move toward becoming a sustainable ESG company.
As the first TV shopping operator in Taiwan, Eastern Home Shopping & Leisure Co., Ltd. has led and witnessed the development of Taiwan’s TV shopping industry since its launch in December 1999. It has a complete product supply chain, strict quality control mechanism, high-quality customer service, and celebrity-level shopping experts. Through the shopping website, mobile shopping app, interactive shopping platform developed jointly with Chunghwa Telecom, and shopping catalogs, it has created a new one-of-a-kind shopping experience for its 10 million members across Taiwan. In recent years, the company has been actively developing its self-operated products and selling high-quality, carefully selected products through social media platform management, website optimization, and live video broadcasting. It is also integrating online virtual and offline physical channels to achieve complementary multiplier benefits to create new corporate values. To protect the rights of consumers and consumer safety, Eastern set up the “Strictly Selected Products Review Committee,” “Information Security Committee,” and “Consumer Rights Protection Center.” Through the EHS Select mechanism, every product sold by ETMall has passed more than 70 inspection procedures and quality control checks, including product quality and product safety, before it is put on the shelves for sale. To ensure the stability of product quality, randomly selected samples are examined by third party inspection companies during product sales periods; unscheduled factory inspections are also conducted to ensure consumers’ safety. In terms of customer service, Eastern provides more than 60 customized services to its members and have the top customer service team in Taiwan: 1,300 personnel in our customer service department, providing consumers with the fastest and most immediate ordering and consultation services. In terms of logistics and delivery, Eastern was the first in the industry to provide high-standard services such as “outlying island delivery” and “same-day delivery,” and we make sure to implement the core values of EHS Select in every small detail. All previous customer satisfaction surveys have reached over 95%. With the core value of EHS Select, ETMall focuses on bringing customers the most caring service. More than half of the company’s employees are customer service staff, providing comprehensive service 24/7, year-round.
As for the future planning of ETMall, General Manager Peng Hong-Wu said: “Now in its 22nd year, ETMall started to actively develop new retail in recent years by placing consumers at the forefront and using AI and Big Data to link online and offline services. The company also aims to provide the best shopping experience by adopting three new approaches: revolutionizing its operations, brands, and channels. ETMall has been actively fulfilling its responsibilities as a corporate citizen and its efforts have been recognized by various awards. For four consecutive years, ETMall has been awarded the Service Enterprise Gold Award in the Service Survey in Taiwan organized by the Commercial Times. This year, they have also been recognized by 1111 Job Bank with the Happy Enterprise Gold Award. ETMall understands that as an influential enterprise, it must take the lead in implementing CSR in Taiwan. Eastern Group will maintain its focus on corporate sustainability and strive to become a hallmark enterprise of sustainable development in Taiwan. It will also actively implement environmental protection measures, corporate governance, employee care, and customer right protection. We will prioritize comprehensive corporate sustainable development for society, customers, and employees. “