PROCESSES: PRACTICALITIES, POINTS OF ATTENTION

Deliver service according to customer’s expectation

Business ProcessA business process is a collection of

related, structured activities that produce

a product

or service meeting the

needs of a client.

2MODEL1

DESIGN

5OPTIMISE

MONITOR

3EXECUTE

BP

Critical

€ - $ - £

WHAT IS A BUSINESS PROCESS?

WHAT IS YOUR STARTING POINT DEFININGBUSINESS PROCESSES?

ProductService

Activities

A

B

C

DCustomer

A

B

C

DCustomer

A

B

C

D

Customer

CustomerNeeds

Lowest possible costFree storage areaTransparencyRepeatabilityFlexibilityAvailabilityTimeEase of use

ThroughputLeast possible costsDwell time = 0Best use of resourcesReduce resources needed

A

B

C

D

Customer

KNOW?

RevenueCosts

SOME SURVEY RESULTS.Hi-Tech and electonic shippersData taken from Eyefortransport – RR Donnelley, 2010

Recommendation; 0

Existing relation; 3

Size and scope; 3

Environmental Rep.; 4

Domain expertise; 13

Geo exp.; 12

Financial Stab.; 34

Cost; 35

Quality of Service; 70

MOST IMPORTANT FACTOR WHEN CHOOSING A LOGISTIC SERVICE PROVIDER

Hi-Tech and electonic shippersData taken from Eyefortransport – RR Donnelley, 2010

BIGGEST PROBLEMS WITH SC PARTNERS

Poor visi

bility

Lack

of syst

em integra

tion

Poor communica

tion tools

Poor communica

tion proce

ss

Unwillingness

to share

inform

ation

Instabilit

y of t

he business

0

10

20

30

40

50

60

Hi-Tech and electonic shippersData taken from Eyefortransport – RR Donnelley, 2010

INFORMATION = KEY

Co-producersPerishableOne shot!A²

INFORMATION QUALITY

Q = f( organisation,Processes,Technology, Culture)

Gartner, Ted Friedman

Monitor

•Activities•Exceptions

•Test and validate•Document•Implement

•Risks•Backup

Objectives

CASES

• Truck appointments (systems)• Stack optimisation

...OF NEEDS AND REQUIREMENTS

•Customer service requirements = process requirements• Terminal objectives = service requirements • Yield management?• Anticipate• Get out of the box and be creative

HOW DOES TECHNOLOGY FIT IN PROCESSES?

Do business partners care at all what kind of technology is used on a terminal?What matters for customers?Different understanding about

“good”“optimisation”

“SERVICE QUALITY”

Identify•Customer requirements and service understanding before doing anything else

Contact•Communicate, communicate and communicate•Be open

Integrate in the logistics chain•Information is key•Accurate and available

Monitor•Measure performance and efficiency• Customer satisfaction os part of the monitoring.

INFORMATION (A²)

COMMUNICATION

THROUGHPUT +

SERVICE QUALITY

+

nico.berx@portsandterminals.com

Nico.berx@nbsolutions.eu