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| ■ COSCO Shipyard formulates systems to understand customers' ideas |
| COSCO Shipyard announced the prices of the ship repairing and makes constant improvement for the standardized ship-repairing in a bid to let clients get the standard operation information of COSCO Shipyard. COSCO Shipyard also meets the clients' needs through regular visits to customers, participating into the maritime expos for promotion and timely exchanging with customers. Through such programs and systems as Control Programs for Information Management and Data Analysis, Control Programs for Customer-related Process and Evaluation Program for Customer Satisfaction, COSCO Shipyard makes efforts to understand clients' ideas and suggestions via various methods and channels, in a bid to timely deal with the customer complaints and ensure that the customer satisfaction degree has been over 90%. COSCO Shipyard developed the Centralized Administrative Measures for Customer Complaints of COSCO Container Lines (Trial), Administrative Measures for Customers' Ideas of COSCO Container Lines and Measures for Customer Satisfaction Survey of COSCO Container Lines (Revised). Meanwhile, the company identifies the related requirements in the quality and occupational health & safety management systems, formulates related programs and annual objectives for each year. The company collects the information related to customer satisfaction every month through the evaluation of the enterprise itself and the sampling examination of the business headquarters, with the evaluation to be conducted at the year end. |
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| ■ COSCO Logistics establishes the customer satisfaction system |
In 2002, the Total Customer Satisfy System (TCSS) was established by the headquarters and 7 regional companies, which was focused on the customer satisfaction. The company sets up the basic customer archive and database management software, and established good cooperation with the statistics and survey center of Renmin University of China. From 2002 and 2004, the company conducted the customer satisfaction survey once a year within the system. The coverage of the database is also being expanded based on the update by routine maintenance, which includes not only the companies in the seven major fields but also 14 joint ocean shipping companies of PENAVICO. With constant efforts, the company has completed the information integration of most existing ship agency and cargo agency customers in the ocean shipping agency system, laying a good foundation for maintaining customers and establishing long-term cooperation with customers. In 2005, COSCO Logistics' TCSS system was expanded from the original customers of ship agents and cargo agents to the customers of air freight and logistics business. The company builds new satisfaction evaluation system according to the characteristics of customers to meet the personalized needs of various customers, which is now under construction and implementation. The TCSS.net system, as a customer data management and customer information maintenance system, can effectively integrate the customer data of the subsidiaries to enable the real-time transmission and management.
The company also developed the customer satisfaction data management and application system software. The dedicated software can analyze and read the results and the analysis charts of the previous TCSS surveys, while the recording is also produced by the problem classification so as that the selected listening can be enabled more conveniently according to different classification requirements. In this way, the subsidiaries at all levels and the business departments of the headquarters can better master the first-hand customer information, listen to customers' voices and understand their true feelings to effective improve the work. After several years of efforts and continual update and improvement, the TCSS satisfaction system of COSCO Logistics can effectively collect and analyze the first-hand customer information and make targeted and constant improvement according to the analysis results. The customer evaluation index is rising year on year, which reflects that the implementation of this system is of great help to improve the service quality and total satisfaction. This satisfaction system is also recognized by other third-party management audit institutions and customers and has constituted a part of the company's unique competitiveness.
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| ■ COSCO Logistics initiatively sends customers the information they concern |
| This year, COSCO Logistics Shanghai Cargo Freight takes a series of measures in order to further enhance the information feedback services and provide convenience for customers to master the real-time cargo information. The FOCUS cargo system takes the interaction with customers into full account during designing, enhancing the information feedbacks, such as online inquiry for customer's pre-arranged information, online accounting, online B/L confirmation, online inquiry on the signing status of B/L, to provide customers with convenient and reliable information services. Beginning from July, if the data inconsistence is found in ports or other emergencies occur, the business personnel will send information to customers through handset SMS for timely disposal, while the email will be used in the enterprise inside to customer-critical business links and cargo trends. COSCO Logistics Shanghai Cargo Freight also formulates and implements the extended value-added services for the cargo site, and the major measures include: handling the alteration for customers in ports to reduce the cancel customs declarations and provide value-added services; providing extended services including special cargo tracking and market-based load matching in the port sites; developing information systems to enable automatic checking for container entry information in ports and the custom clearance information to increase the efficiency. According to statistics, they helped customers alter 216 tickets and re-arrange 55 tickets as well as check 27TEU of special containers since July. |
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