Container terminal processes and technology
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PROCESSES: PRACTICALITIES, POINTS OF ATTENTION Deliver service according to customer’s expectation
description
Business processes drive the selection and implementation of technology to manage processes on container terminal to deliver effective and efficient service to customers.
Transcript of Container terminal processes and technology
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?
CustomerNeeds
Lowest possible costFree storage areaTransparencyRepeatabilityFlexibilityAvailabilityTimeEase of use
ThroughputLeast possible costsDwell time = 0Best use of resourcesReduce resources needed
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 QUALITY
Q = f( organisation,Processes,Technology, Culture)
Gartner, Ted Friedman
Monitor
•Activities•Exceptions
•Test and validate•Document•Implement
•Risks•Backup
Objectives
...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.
