Indicators and innovations to improve efficiency at ports
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Transcript of Indicators and innovations to improve efficiency at ports
Indicators and innovations to improve efficiency at ports
Presented by NOMBUSO AFOLAYAN
Introduction – Nombuso Afolayan
Ms Nombuso Afolayan General Manager: Commercial & Planning & Corporate Affairs
Member of Transnet Port Terminals Executive Committee
Qualifications • MBA- Finance
• International Oil Supply and Trading from Oxford University • Qualification from the Institute of Charted Ship Brokers
Area of Expertise
• Wide-ranging experience in the Logistics and the Commercial field. • Previous roles comprise of Commercial and Business Development
Executive at Vopak SA and General Manager at Grindrod.
AGENDA
CRM and Vision
Customer Sectors
National Planning – Value Add Management
Innovation – TPT Mobile App
CRM (xRM) – Innovation
Customer Focused Transformation
Customer Focused Key Account Management
WHAT CRM AND INNOVATION IS AND WHAT IT IS NOT…….
CRM and Innovation is not … X A strategy or plan
X It is not a software package, database, website, loyalty programme or customer service programme
X It is not a call centre
X Not a once-off event or programme
X Segmenting the customer database
X Appointing a Customer Relationship Manager
CRM is …
Increasing the value of the company
through specific customer strategies and
innovation
Acompany-wide approach to
understanding and influencing customer
behaviour through meaningful customer
relations to improve customer
acquisition, retention and profitability
It is an entire business philosophy
TPT CUSTOMER SECTORS
• TPT’s customers include some 37 shipping lines, the general shipping industry, vehicle manufacturers, agriculture, steel and the mining industry, freight forwarders, cargo agents and Customs.
• Transnet Customers use our cargo handling services because our services, equipment and infrastructure are safe, efficient and reliable.
Concept
Integrated View of freight Logistics Chain – thereby improving the
efficiency and the cost of doing business
Value Proposition
A World Class service that proactively provides integrated real time
information to enable decision making which leads to a more efficient
and reliable supply chain solution for South Africa and enhanced
customer satisfaction
Strategic Intent
Making South Africa more Competitive by reducing logistics Costs
National Planning continued……..
NATIONAL PLANNING FOOTPRINT
Container Integrated and supply chain visibility and planning
Arrival at Pilot Station 1
Pilot Onboard (Pilot waiting) 2
All Fast (Steaming in) 3
4
Last Line (Departure)
5
Pilot Drop (Steaming out)
6
Terminal Operation
center/planning
Truck Gate Yard 1St Move (Arrival)
Last Move (Operations)
7
A Previous Port
B Next Port
Rail
Bulk Integrated and supply chain visibility and planning
Arrival at Pilot Station 1
Pilot Onboard (Pilot waiting) 2
All Fast (Steaming in) 3
4
Last Line (Departure)
5
Pilot Drop (Steaming out)
6
Terminal Operation
center/planning
Tippler
Yard 1St Move (Arrival)
Last Move (Operations)
7
A Previous Port
B Next Port
Rail
Innovation – TPT Mobile APP
11
CRM (xRM) AND INNOVATION
12
A centralised Customer Relationship Management solution to enhance customer satisfaction and volume growth through means of enabling the key Commercial business process of Customer Engagement, Customer Transaction, Customer Fulfilment and Customer After Sales Service
A centralised Customer Relationship Management solution for Transnet which will allow for a single database of Customer related information to provide customer visibility across Transnet and its Operating Divisions
Solution to track all issues and complaints logged by Customers across the Group
Centralised knowledge repository to store and allow for sharing of information regarding customers, trends in the industry, trends against commodities, research information etc.
Solution to support the critical controls identified during the Internal Audit assessments for Group Commercial.
Mobile solution – to equip the Sales force to capture discussions with customers while visiting the customer.
7.40 cm
2.91 Inches
7.73 cm
1.50 cm
4.66 cm
5.66 cm
11.70 cm
4.61 inches
0.50 cm
0.2 inches
0.50 cm
0.2 inches
11.70 cm
4.61 inches
14 PAGE
Develop
Protocol
Implementation
Customer Focused Transformation
The TMS was developed to achieve the growth targets outlined in the MDS; the shift to customer
focus should be embedded in the sales structure through the Key Account Management protocol
Develop the TMS to
meet MDS targets
Customer Focused
Strategy for Growth
Move to
Customer Focused
Shifting Transnet’s
Focus
The sales organisation, through Key
Account Management, has a critical
role to play in Transnet becoming a
customer focused organisation
Standardise the approach of Key
Account Management to improve the
customer experience and capture growth
Transnet developed the TMS in order to
enable the MDS through a customer
focused approach
This strategy segmentation based on
customers needs and buying behaviour
This began a shift in the organisation
towards a customer focused way of
operating
The Customer Activity Cycle allows
Transnet to target each point in the
customers activities
New service offerings developed based
on Customer Activity Cycle
7.40 cm
2.91 Inches
7.73 cm
1.50 cm
4.66 cm
5.66 cm
11.70 cm
4.61 inches
0.50 cm
0.2 inches
0.50 cm
0.2 inches
11.70 cm
4.61 inches
15 PAGE
The customers’ needs inform Transnet’s Key Account
Management Protocol
Previous Transnet Paradigm Customer Centric Operations
Customer Focused Integrated Key Account Management
The Customer Activity Cycle should drive the shift towards customer focused Key Account
Management
Transnet’s Services
Transnet’s Key Account Management cycle and processes
are applied to the customers
Customers
Transnet’s Key Account Management cycle currently
operates in isolation in each OD and business unit (BU)
within an OD
Customers deal with each OD independently
This results in many points of contact for a single
customer
Customers also receives mixed messages
Transnet focuses on the services it can offer, instead of
focusing on customer requirements
Transnet’s Services
Customers
The Customer Activity Cycle is important for customer
focused transformation and should be integrated with the
current Key Account Management cycle and drive the
development of the new Key Account Management
Protocol
This will shift Transnet’s focus to providing services
tailored to customers
It will also enable Key Account Managers to build close
relationships with customers
CRM
Customer
Activity Cycle
Planning
Buying
Production Logistics
Evaluation
CRM
Thank you