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 Today


The Maritime Industry's original and most viewed E-News Service

Maritime Reporter July 2016 Digital Edition
FREE Maritime Reporter Subscription
Latest Maritime News    rss feeds

People & Company News

Swiber Applies for Judicial Management Instead of Liquidation

Singapore oilfield services company Swiber Holdings Ltd said on Friday it has applied to place itself under judicial management instead of liquidation.   Swiber

Cenac Marine to Christen New Vessel, Donate Barge

A ceremony will be held July 29 at Cenac Marine Services headquarters in, Houma, La. To commemorate the christening of its newest vessel, M/V Quincey Cenac, as

Concordia Maritime Posts Q2 Profit

Facing a “gradually deteriorating market,” Sweden based tanker shipping company Concordia Maritime said it was able to post a profit in Q2 2016 based on high vessel

Container Ships

DP World takes over Rodney Container Terminal, Canada

DP World has signed a long-term lease agreement for the expansion and operation of the multi-purpose Rodney Container Terminal at Saint John, New Brunswick, Canada.

Boxship Capacity Crosses 20 million TEU Mark

This week, containership fleet capacity has passed the 20 million TEU mark, another milestone in the rapid rise to prominence of the sector, according to Clarksons Research.

Asia-N.Europe Box Rates Jump 58 pct

Freight rates for shipping containers from ports in Asia to Northern Europe jumped 58 percent to $1,125 per 20-foot container (TEU) in the week ending Friday, a

Logistics

Boxship Capacity Crosses 20 million TEU Mark

This week, containership fleet capacity has passed the 20 million TEU mark, another milestone in the rapid rise to prominence of the sector, according to Clarksons Research.

MED AMERICAS will Replace MGE Service

CMA CGM is revamping it MGE service becoming the MED AMERICAS, stand-alone CMA CGM service with dedicated fleet of 11 vessels of 2,500 TEU, in a continuous effort to improve service coverage,

China Refineries Enters Global Oil Trade

During the last year, China’s “teapot” refiners are helping to boost China’s crude import demand and their influence is expanding, says Clarkson Research Services.

 
 
Maritime Careers / Shipboard Positions Maritime Contracts Maritime Security Maritime Standards Naval Architecture Offshore Oil Pipelines Pod Propulsion Ship Electronics Ship Repair
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: 0.1019 sec (10 req/sec)