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

People & Company News

US Approves Ferry Service to Cuba

The United States Treasury Department has authorized passenger ferry services to Cuba for the first time in more than a half-century, in a major step in improving relations between the two countries.

Targa: Splitter, Terminal with Noble Still Under Consideration

Targa Resources Partners LP is working closely with Noble Group as Asia's biggest commodity trader evaluates whether to move forward a deal to support a Targa-built condensate splitter,

Aqueos Adds OSV to Service Line

Aqueos Corporation, a provider of subsea services to the Gulf of Mexico and Pacific Coast, has entered into a long term time charter of the OSV Clean Ocean, a California

Container Ships

Shipping Industry Faces Major Dilemma on BWM

The Round Table (RT) of International Shipping Organisations (comprising BIMCO, the International Chamber of Shipping, Intercargo and INTERTANKO) is deeply concerned

Face Off Maersk Tigris

The Danish shipping giant Maersk Line is still trying to obtain details of the Iranian court ruling that resulted in seizing Maersk Tigris by the Iranian authorities

Diana Containerships Announces Time Charter Contract

Diana Containerships Inc., a global shipping company specializing in the ownership of containerships, has announced that, through a separate wholly-owned subsidiary,

Logistics

Face Off Maersk Tigris

The Danish shipping giant Maersk Line is still trying to obtain details of the Iranian court ruling that resulted in seizing Maersk Tigris by the Iranian authorities

Golar Mulls Third FLNG deal

Golar LNG has signed a binding Heads of Terms with Ophir Energy Plc for the provision of the GoFLNG vessel Gimi.   Golar has started discussions with partners

Indian Sailors Return Home after Five Month

Fourteen Indian troopers, who have been stranded on board an oil tanker off the coast of Bahrain since December have lastly left for home, says a report in Gulf Daily news.

 
 
Maritime Security Naval Architecture Navigation Offshore Oil Pipelines Pod Propulsion Ship Electronics Ship Repair Ship Simulators Shipbuilding / Vessel Construction
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: 0.1533 sec (7 req/sec)