PSTS PSTS TIME JFM 2009ISSUE 9

LEADERS IN LOGISTICS SINCE 1940(For Private Circulation Only)

From the Editor's Desk:

Raising the bar to challenge oneself is more exciting than achieving the standards set byanother. Had music composer A R Rahman settled for being best-in class,

f today an Oscar Award would not have come his way and brought music to our ears!!

Lets get inspired and push the limits to look beyond that meet our mind's eye!

Handling Customer Complaints

Our effort to delight every customer does not always happen in reality. When there is a case of service break down, what does one do?

1. Act quickly: If the complaint is made during service delivery, time is of the essence to achieve afull recovery. When complaints are made after the fact, respond within 24 hours or sooner. Even when W ^:jwjh J full resolution is likely to

take longer, fast acknowledgement is very important. ^

2. Admit mistakes, but don't be defensive: Acting defensively may suggest that the company has L flL 1 ■ something to hide or isreluctant to fully explore the situation.

3. Show that you understand the problem from each customer's point of view: Seeing situations throughthe customers' eyes is the only way to understand what they think has gone wrong and why they are upset. Oneshould avoid jumping into conclusions with one's own interpretations.

4. Don't argue with the customers: The goal should be to gather facts to reach a mutually acceptable solution, not to win a debateor prove that the customer is an idiot. Arguing gets in the way of listening and seldom diffuses anger.

5. Acknowledge the customer's feelings, either tacitly or explicitly (for example," I can understand why you' re upset"). This actionhelps to build rapport, the first step in rebuilding a bruised relationship.

6. Give customers the benefit of the doubt. Not all customers are truthful, and all complaints are justified. But customers should betreated as though they have a valid complaint until clear evidence to the contrary emerges.

7. Clarify the steps needed to solve the problem.. When instant solutions aren't possible, telling customers how the company plansto proceed shows that corrective action is being taken. It also sets expectations about the time involved, so companies should be careful notto over compromise!

8. Keep customers informed of progress. Nobody likes being left in the dark. Uncertainty breeds anxiety and stress. People tend tobe more accepting disruptions if they know what is going on and receive periodic progress reports.

9. Consider compensation: When customers do not receive the service outcomes, they have paid for or have suffered seriousinconvenience and/or loss of time and money because the service failed, either a monetary payment or an offer of equivalent service in kindis appropriate.

10. Persevere to regain customer goodwill: When customers have been disappointed, one of the biggest challenges is to restore theirconfidence and preserve the relationship for the future. Truly exceptional recovery efforts can be extremely effective in building loyalty andreferrals.

Courtesy: Services Marketing - People, Technology, Strategy by Christopher Lovelock,Jochen Wirtz and JayantaChatteijee

Happenings - Chennai

PSTS Family Day

Every year, 26th January is celebrated as PSTS Family Day with families of employees andmanagement having a gala time for an entire day! This year, the event was a simple get-together of employees in the office premises. Everybody was looking smart in the newlydesigned office uniform. It gave an opportunity to interact with each other on a moreinformal manner about matters relating to work-life balance and personal health!

Seen Here: Mr.Ganesh Ram, JMD emphasizing the importance of spending quality

Mr. V.Raju joins as Vice President - Operations of PSTS Group

PSTS handles 225 MT ODCBoiler in the Port of Chennai

Mr. Raju B.Com, MA brings with him more than30 years of rich work experience in the field of Ship Agency, Custom Clearance, Stevedoring, Transportation and Freight Forwarding.

This ODC cargo came from Shanghai inMV Houston to the Port of Chennai andwas offloaded on 22nd December 2009.

Yet another batch began on 02.02.09 with 115

students from Kanchipuram and Chennai Dist under

the Govt.of Tamil Nadu's Magalir Thittam's Youth

Skill Training to operate JCB, Forklift and Cranes. It

is a two months programme with theory and practical

sessions. "Most of our students are well placed inIndia and abroad" soys Mr. J. Giri Ram, Director,PSTS Industrial Training School.

PSTS provided stevedoring services for the export of Dumpers, Bull Dozers,

He is blessed with a son andadaughter. In his capacityas Vice President, he will be responsible for the operationsof PSTS Group, and will also be involved in the newinitiatives of PSTS.

All the Best Mr. Raju! May you steer PSTS to great heights!

Fresh batch begins in PSTS Industrial TrainingSchool, Chennai

Export shipment of BEML and BHEL handled byPSTS in the Port of Chennai

Excavators to Latakia, Syria by BEML and Turbines were exported to Tripoli by BHELin MV Valpolichela

PSTS handled the entire handling operations rightFrom warehousing, transportation, custom clearance and

stevedoring in the Port of Chennai on 5th January 2009.

PSTS Heavy Lift & Shift Ltd Annual General Meeting held

The thirteenth Annual General Meeting of PHLS was held on the 29th December 2008.

Seen Here: Mr. Kasi Raman, Company Secretary conducting the AGM proceedings. Seatedfrom I to r: Mr.Chandrasekar, External Director, Mr.T.Udayasankar, CMD, Mr.T.Velsankar,

Happenings - TuticorinFamily Day celebration @ PSTS

A get together of PSTS employees and management, a brief speech by Mr.T.Udayasankar, CMD andMr.T.Velsankar, JMD followed by a sumptuous lunch for all marked the family day celebrations this

Seen Here: Mr.Velsankar, JMD addressing the employeesSeated (I to r): Mr.T.Udayasankar, CMD, Mr.U.Sathish Kumar, ED A Mrs.Mehana Sathish Kumar, JD

Seen Here: Mr.T.Velsankar, JMD,

PSTS Industrial Training School spreads its wings to TuticorinA new branch in the tree of PSTS Group: PSTS Industrial Training School, Tuticorin began

with a Ganapathy Homam on 15.12.2008.The first batch of classes began on 9.1.09 with 90

students under Magalir Thittam - Youth Skill Training of Govt, of Tamil Nadu in Tuticorin

District. With theory classses almost complete, the students are gearing up for the practical

session to operate crane, Backhoe loader and Forklif t.

Good Luck to one and all!

felicitating the Japanese delegate fromthe Ocean Policy Research Foundation,Japan who visited Tuticorin for the on-site study of the Tuticorin Port inSeptember 2008.

ShowcaseSharing moments of Customer Delight!

At PSTS, our quest to ensure Customer Delight is a way of life. In this journey, there are some special moments when we receivewords of appreciation from our clients for our good work. Glad to share some with you!

Sterlite doubly delighted by PSTS service!PSTS handled two shipments of 10,000 MT of re-export cargo of copper concentrate in bulk for Sterlite in the Port of Tuticorin..Receiving two mails from Sterlite is the proof of our Customer's Delight! Congratulations lyyappan and team!

5th Jan zoag 6th Oan zoog'Dear Sir, t)ear Sir,

Of jives me immense pleasure to inform you that "The Secondimport shipment was even better"

5

in our recent Halcooma export we haveachieveda high loading rate of10,400 hUJATin

40 hts based on z hatches. Tor thesame 0wouldlikp tosincerelg thank "Mr fligappanandf>is team for thier efforts andoo~operafiontowards achieving this target. £oofcjngforwardtowards continous excellence.

~Maj Vibrant Hhare Sterliteindustries (OndiaJIlimited

and the credit for all goes to 74r Aigappanandftis team. HJe sincerely than^gou forgourefforts and co-operation. Hoping to continouslgachieve higher targeb.

7/taj Vibrant K.hare'DevelopmentalProjects-/logistics

Sterlite industries [Ondia] IlimitedTuticorin~6z8o02,Tamilnadu, Ondia.

PSTS Founder's Day!

Do you remember that March 27th is our Founder Mr. PSTS Thiraviaratnam's birthday? He wasa true Champion of Customer Delight. Lets strive to achieve the same!

PSTS participates in Second Asian Invitational conference onFamily Business

The Indian School of Business, Hyderabad conducted this conference " Building aLasting Family Business - Dream to Reality on Feb06 - 08 2009

Seen Here from r to I: Mr.Ganesh Ram, JMD, Mr.Ruby Winston, VP -Finance,Mr.Kannaram.ED and Mr.Ashwin Sankar, Joint Director attending the conference.

A double Whammy for the Cricket Team of PSTS Tuticorin!

Come Saturday afternoons, the PSTS team from all thedepartments under the captainship ofMr.Sankaranarayan, Manager - Exports, gets into acricketing mood. So far two friendly matches have beenplayed : One against Chakiat Agency where PSTSscored 187 for 5 in 16 overs and won the match by 102runs. The next match was against Thermal Camp Onewhere PSTS scored 100 for 8 in 16 overs and won the

match by 68 runs." Every energetic win against our opponent team, helps us to win overbusiness challenges better" claims the winning team!

That's the way to go!

Celebrations

CapricornDecember 22 -January 19

A. Pandian 11-01F. Theresintha Shibathini 06-01 S. V.Indhumathi 13-01Nagarajan 06-01 I.Ramakrishnan 15-01

K.Geetha 06-01 T.Samuel Kamaraj 15-01L.Pitchumani 07-01 B. Kand

aswamy 19-01

PiscesFebruary 19 -March 20

-•.to K. Pushparaj 11-03A. Paulraj 23-02 A.Narayanan 14-03A. Kowsalya Devi 04-03 R.A. Bosco 18-03T. Velsankar 06-03 E. Allen Edger 20-03R.S. Kandasamy 08-03 N. Sanesan 20-03P.Vetri Vendramani 09-03 P. Sankar 20-03

P. Balakumar 10-03 Mariasiluvai Siverstone 20-03

January Kowsalya Devi 09th R.Rajendran 09th K.Senthura

J.Anto 07th Pandi 10thP.V.Sharma 19th

AquariusJanuary 20 -February 18

P. Muthuraman 02-02S.Ravi Kumar 21-01 R. Paul Sudakaran 06-02J.Anto 22-01 P. Sutharsan 12-02M. Palavesa muthuvel 25-01 S. M. Shanmugalakshmi 12-02Ravichandran 29-01 Solaiappan 12-02B.Sajapathy 31-01 M.Kumararaman 14-02Mehana Satish Kumar 02-02 D.G.Jayachandran 14-02

AriesMarch 21 -March 30

V.Chandrasekaran 24-03P. Narayanan 28-03S.Sabapathy 30-03

6. Jebasingh Thangamani 31-03

G.Arul Doss 21stR. Jim Reeves 24thB.Dayala Prabhu 26thM.S.Subban 27th

R.S. Kandasamy 01stNallasivam 01stC. Roseline 01stS. Rajeswari 01st

S. Samraj Thomas 04thG. Balasubramanian 04thS. Nagarajan 04th A.

February March

Sankararameswaran 11thS. Christopher Alex 12th

A. Nannan 14th

T. Jeyaseelan 15thB. Kishore

Kumar 15thV.Chandrasekaran 16thParthiban 02ndM. Ravikumar 02ndS.Radhakrishnan 03rd A.Veeramani 10th

K.P.Nagoor Mohideen22nd A.Sudhan 31st

KnowledgescapeShipping terms - Compiled by L. Pichumani, Deputy Manager, PSTSL-Chennai

Related to vessel (ship)

FOB Free On BoardFIO Free in & out

LILO Liner in / liner outLIFO Liner in / free outFILO Free in / liner out

OF Ocean freightB/L Bill of ladingMR Mate's receiptM V Motor vessel

L OA Length over allBEAM Breadth of a vessel

GRT Gross registered tonnageNRT Net registered tonnage

DWT Dead weightETA Expected time of arrival

ETB Expected time of berthingETC Expected time of completionETD Expected time of departure

OA Outer anchorageDA Disbursement account

PDA Provisional disbursement accountDDA Depature disbursement account

FDA Final disbursement accountPOD Port of dischargePOL Port of loading

SOF Statement of factsEGM Export general manifestISM Import general manifest

POB Pilot on boardSWL Safe working loadNOA Notice of arrival

NOR Notice of readinessTC Time charter

VC Voyage charterLTC Long term charter

ABH Additional berth hireILH Indian light house(dues)

PHO Port health officerPSC Port state control

M GO Marine gas oilFO Fuel oil

DO Diesel oilFW Fresh water

SD Summer draughtWD Winter draught

TD Tropical draughtFWD ForepartAFT Afterpart

ROB Remaining on boardLH Lower hold

LTWD Lower tweendeckUTWD Upper tween deck

ISPS International ship and port facility securityLRS Lloyds register of shippingIRS Indian registry of shipping

BOI Bureau of immigrationSBC Same bottom cargo

TOBISMGAIMO

ROROLOLOSBEF WEBOSPEOSPCQDCTMAGWWP

WWDKNOTS

GPS

CICIFEAIA

OOGODCSTCDODCLCLOIDG

CANPNRGRGRILBDB

FCLLCLGPOTHDFRRF

cpyCT

CTBREPOBAFCAFTHCPSSPCSGRI

LOLO

Total on boardInternational saftey managementGeneral average

International maritime organisationRoll on / roll off

Load on / load offStand by engine

Finished with engineBeginning of sea passageEnd of sea passageCustomary quay despatchCash to master

All goes well / at god's willWeather permits

Weather working dayNautical miles (speed of the vessel)Global positioning system

Related to cargo

Cost n InsuranceCost insurance n freightExport application

Import applicationOut of gauge

Over dimentional cargoSaid to contain

Delivery orderDelivery challanLetter of credit

Letter of indemnityDangerous goodsCargo arrival notice

Public notice for removal of goodsGuaranteed remittanceGeneralised system of preferencesLiquid bulk

Dry bulkRelated to container

Full Container LoadLess container load

General purpose(container)Open top

Heavy dutyFlat rack AReefer Q

Container parking yardContainer terminal

Container terminal berthRepositioning

Bunker adjustment factorCurrency adjustment factorTerminal handling chargesPeak season surchargePort congestion surchargeGeneral rate increase

Lift on / lift off

* *

Twenty Tips to Overcome Exam Stress:

1. Set you clear goals.2. Be self-confident and have faith in Sod.

3. Chart out timetable and follow it systematically.4. Meditation, yoga, exercises will be immense help to beat the stress.

5. Avoid Rote memory.6. Relax yourself by hearing music or playing games that interest you.

7. Eat healthy diet. Avoid spicy and oily food. Take more fruits, high protein food.8. Sleep well the previous day of the examination.

9. Ensure sufficient number of breaks in study routine.10 .Repeated revision is essential. Treat every small test seriously. Be thorough with the text, so that you can answer all the one -markquestions correctly. Textbooks are far more useful than guides are.

11. During early morning, you can learn heavy concepts, workout tough mathematical problems and formulas can be memorized. Write allthe formulas in separate sheet of paper and revise it regularly.

12. Allot more time to tougher chapters and relatively lesser time for the easier lessons.13. Work out question banks. You can workout one-day one model question paper.

14. Follow mnemonic technique. In order to remember the points for each answer, take the first letter of each point and using allthese letters, make a word out of it and remember it.

15. Mind mapping is an excellent learning tool for students. Mind-mapping helps to read,assimilate, analyze and remember facts and information.

16. Allot time for each part of the question paper. Underline important key words.Do not leave any question and try to answer all the questions.

17. Complete your exam before 10 minutes, so that you find time to check your answers.18. You can impress the examiners with good handwriting.

19. Reach the examination center before half-an-hour.20. Do not talk or discuss about the subject, until the last moment of the exam. Relax yourself

Compiled by Swarna kannaRam

How to recycle paper in your office?

• Collect all paper that has been printed on one side and deposit in the one-side papertray. Re-use it for printing in draft mode.

• Use one side scribbling pad (from used one side paper) for internal meetings.• Re-use envelopes wherever possible, especially for sending information internally.• Conduct a stationary audit at your desk. You will probably be surprised how much you find. Any

Minimizing paper helps in saving trees. We can help environment also!

returned to admin dept. for someone else to use.

Compiled by Swarna kanna Ram

surplus items can be

Editorial Team: Bharathy Ganesh Ram, Swarna Kama RamPSTS Registered office Chennai - II Floor, Wavoo Mansion, 48,Rajaji Salai, Chennai 600001,India Ph:+91 44 439 22727 Fax:+91 44 252 20224

PSTS Administrative office Tuticorin;1-9/18, Harbour Express, Road Opp. Thermal Campl, Tuticorin 628 006, India Ph: +91 461 2352205

PSTS Bangalore: No;1403, 6th Main, E Block, AECS Layout, Kundanahalli, Bangalore - 560 037, Phone: +91 80 32472727

PSTS Kochi; II Floor, Plot No:27B, CAT II, Indira Gandhi Road, Willingdon Island Desom, Thoppumpady Village, Kochi Taluk, Ph: +91 484 266 9130PSTS Visakhapatnam: II Floor, Mohisin Estate, Block 304 No; 26-3-6, 75 Feet Road, Visakhapatnam 530 001, India Ph: +91 891 256 33885

Website; www.psts.in Email; info@psts.in

■ PSTS Logistics Pvt. Ltd Chennai PSTS - CFS PSTS Foundation:

■PSTS Heavy Lift & Shift Ltd (A strategic alliance between PHLS & ■ The Vikasa School, TuticorinCentral Warehousing Corporation) ■ Sundaram's Smile Play School, Tuticorin

■ PSTS Industrial Training School, Chennai