Page 76 - E-BOOK

Besides those 4 types of the aforementioned risks, the Company also manages other risks, including, the
risk of its reputation. The Company has many tools to manage its reputation-related risks, including, the customer
satisfaction survey, the complaint handling system that accepts and manages complaints from insiders and outsiders,
through various channel, such as, personal submission of complaints through the customer relations department,
executives, or directors, submission of written complaints directly to the Company or through the Company’s website,
as well as other channels provided by the government organizations. The Company also appoints a team that
continuously monitors any information that is related to the Company, in order to prevent or reduce the risk on its
reputation or image.

The Company also emphasizes the business continuity management and the management of external
risks that are beyond the Company’s ability to control, such as, natural disasters, flood, fire, terrorism, riot, strike,
epidemic, etc. And for this, the Company appoints the Business Continuity Management Committee, with the
responsibility of preparing the business continuity management policies and plans. The Company also creates the
backup data center, in case of disasters and the secondary operation center, whereas it tests its business continuity
plan (BCP) regularly, at least once a year.

Organizational development to uplift risk management of the Company
The Company realizes importance of effective and efficient risk management for the Company to manage
risks subject to current situations. Therefore, it develops, reviews the policy, tool and process for risk management
continuously in order to support risks that tend to increase by risk factors, and to have a suitable management
method according to the regulations of the government sectors that may change as follows.

• Providing a measure and business continuity plan (BCP) to support COVID-19 crisis
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From the situation of COVID-19 all over the world in the beginning of year 2020, Thailand started to be
impacted from March until present. The Company has followed up the situation continuously and assigned the
working group for Business Continuity Management (BCM) consisting of top executives of the Company, to define a
measure and develop Business Continuity Plan (BCP) to support COVID-19 crisis urgently as follows.
- Announcing the code of practice for employees to prevent COVID-19 outbreak
- Making a BCP to define important work types under the outbreak phase 1: before outbreak, phase 2:
warning about the outbreak, phase 3: outbreak period, and phase 4: after outbreak
- Setting a screening point for entering-exiting the office building
- Spray sanitizer at the headquarter and branch offices nationwide.
- Set up a temporary work station to divide key person not to be in the same area with other
employee
- Specify the preparation in support of Work from Home for employees that may be affected by the
outbreak of COVID-19
- Arrange a shareholder’s meeting 2020, the Company provided a preventive measure by screening
and measuring temperature of attendants, as well as social distancing.

Furthermore, the Board of Directors determines the study for analysis and providing “lesson learned from
COVID-19 of BAM” with impacts on employees and operations of the Company during COVID-19. The study result
will be used for preparation in various aspects and improving work operations of the employees to be ready for