Maersk Line's New Customer Charter

Wednesday, March 06, 2013

A ‘customer charter’ setting out minimum service quality launched by Maersk Line CEO Soren Skou at the TPM Transpacific conference.

The Charter is a set of aspirational targets Maersk Line is making available to customers defining ambitions and ongoing performance on a number of key customer interactions (as articulated by customers). 


The Customer Charter will be an external web-based set of key metrics – e.g. Documentation ‘Accuracy & Turn Time’, timeliness of ‘Pre-arrival Notification’, ‘Booking Turn Time’ and ‘Invoice Dispute Turn Time’. Based on these metrics, month-on-month performance on the improvements will be made available to customers. 



“We have been running through the concept of a Customer Charter with some of the North Europe customers, and the feedback is overwhelmingly positive,” says Karsten Kildahl, Northern Europe Region Top. He also underlines: “The customers are obviously not concerned with how we deliver overall; they are more interested in how we deliver towards them individually. However, the Charter provides a good start for a conversation with our customers about our service quality.”

Charter targets include:

  • Booking Turntime
  • Documentation (Accuracy & Turn Time)
  • Documentation (Amendment Turn Time
  • Pre-arrival Notification Timeliness
  • Invoicing Accuracy
  • Accessibility to our service agent
  • Issues Resolution
  • Schedule Reliability

 

Maritime Reporter July 2015 Digital Edition
FREE Maritime Reporter Subscription
Latest Maritime News    rss feeds

People & Company News

Missing Person Rescued Near Brackettville

On July 31, Border Patrol Search Trauma and Rescue (BORSTAR) agents and CBP Office of Air and Marine rescued a man who was reported missing the previous morning.

Ross is Fleet Manager, Heidmar

Heidmar announced the promotion of Duncan Ross to Fleet Manager. Duncan joined Heidmar’s London office in 2012 as vessel manager.  Prior to joining Heidmar,

Fire Aboard USS Mount Whitney

A fire broke out on board USS Mount Whitney (LCC 20) while the ship was in Viktor Lenac Shipyard (Rijeka, Croatia) July 31, 2015. There were no personnel injuries in the fire,

Container Ships

Hapag-Lloyd Adds Halmstad to Rotation

As one of the top global carriers Hapag-Lloyd offers a comprehensive service network and will add port of Halmstad, Sweden to the Nordic Short Sea Network. As

China Shipping Orders Eight 13500 TEU Box Ships

China Shipping Container Lines has placed orders for eight 13,500 twenty-foot-equivalent container ships at Shanghai Jiangnan Changxing Shipbuilding, continuing

Shanghai 6th Best Shipping Center Globally

Shanghai has moved up the rankings of the world’s top shipping centers to sixth place, surpassing Dubai thanks to Free Trade Zone regulations and the Belt and Road Initiative,

Logistics

Optimized Tug-Barge System Designs by Robert Allan

Optimized Tug-Barge System Designs by Robert Allan Ltd. by David R. Connand Robert G. Allan, P.Eng. Some veteran Mississippi pushboats and barges have been

WKCTC to Host Open House for ILM Institute

West Kentucky Community and Technical College will host an open house and ribbon cutting for the Inland Logistics and Marine Institute August 10 from 4 ­– 6 p.

U.S. Drillers Add Rigs Despite Crude Collapse

U.S. energy firms added 5 oil rigs this week after putting 21 rigs into service last week, the most in over a year, despite a collapse in U.S. crude prices from recent highs in June,

 
 
Maritime Standards Naval Architecture Navigation Offshore Oil Pipelines Port Authority Salvage Ship Repair Ship Simulators Winch
rss | archive | history | articles | privacy | contributors | top maritime news | about us | copyright | maritime magazines
maritime security news | shipbuilding news | maritime industry | shipping news | maritime reporting | workboats news | ship design | maritime business

Time taken: 0.1417 sec (7 req/sec)