SERVICE LEVEL AUDIT -PILOT

Customer CARE

welcome to a new level of customer service

What is the SLA MODEL?

7 Lines surveyed on 5 parameters

Analyze how we rank versus competition
Identify potential improvement opportunities for implementation

PLACE : What physical features are available?

PROMOTION : How visible are you?
PEOPLE : How do your employees interact with the customer?
PROCESS : What are the turnaround times of services offered?
E-SERVICES: What self service offerings are available?

3 Questions Model
What are we trying to accomplish?

What are we
trying to
accomplish?

How will we
know that a
change is
improvement
?

Find out how our competitors conduct business

Measure competitions offerings against that of Maersk Line
Know our strengths and weaknesses
Identify potential improvement opportunities.

How will we know that a change is an improvement?

Identified improvement opportunities are implemented.
Implemented initiatives result in positive feedback /results in next SLA
Positive feedback from NPS and Counter Surveys

What changes can we make that will result in improvement?

What changes
can we make that
will result in
improvement?

Develop survey that captures the 5 SLA parameters

Go to where the action happens and see whats happening.
Capture and collate feedback
Analyze and present data
Use data to develop an action plan / improvement roadmap
Implement action plan
Review after implementation
Run SLA again

The SLA Cycle

Develop Plan

Develop and
Implement
action plan

Analyze &
Share
Results

Go Out to
Gemba

Collate
Feedback

PLACE

PROMOTION

PEOPLE

PROCESS TURN AROUND TIME

E-SERVICES

TOTAL SLA INDEX

Total index is a sum of indexes for the 5 SLA parameters
Each parameter is has a maximum score of 20
The maximum SLA index is 100

STRENGTHS
Ticketing and queuing system at the counter
Ecom caf , Self service stations and Wi-Fi availability for customer
laptops
Cargo release, payments and BL issuance Turntime all under 30
mins
Average work experience of service staff is more than 5 years
Extensive self service offerings

IMPROVEMENT OPPORTUNITIES
The quality, stability and durability of customer chairs should be
addressed
There is an opportunity to increase Maersk Lines visibility through
the introduction of bold signs / billboards on the office premises,
around the metropolis and through company branded attire
Reduce the average turnaround time for invoicing to less than 30
mins
Reduce the average turnaround time for refund to less than 3 days
Develop and introduce the Maersk Line mobile app