Transnet Freight Rail Annual Customer Conference 2013 Commercial

Transcription

1 Transnet Freight Rail Annual Customer Conference 2013 Commercial Nelisa Khumalo 5 th September 2013 Transnet Freight Rail is a division of Transnet SOC Ltd Reg no.: 1990/000900/30 An Authorised Financial Services Provider FSP 18828

2 Customer Satisfaction Survey Background In 2012 Transnet conducted a Customer Satisfaction Survey across all Operating Divisions covering various dimensions : Operations & Service Delivery Customer Relations & Communications Strategic Business Alignment & Planning Infrastructure & Capacity Knowledge, Skills & Innovation 2

3 Key Issues raised by Customers Service Reliability Service Predictability Lack of Communication Overall consistency 3

4 Role of TFR Commercial striving for best practice business support to Customers Customer Experience Management The Blue Train New Business Development Commercial Research and Insights Commercial Management Commercial Strategy & Planning Real Estate Management Support and enable business by providing commercial integration and standardisation through commercial best practice, processes and methodologies 4

5 Customer Experience Programmes Building a Customer Centric Railway Superior efficiency in processes that deliver customer experience 2 1 Customer Service Culture within the organisation Customer Centricity Superior Customer Responsiveness 3 Enable agility to respond to changing customer needs & requirements 4

6 Customer Experience Programmes Customer Service Culture Customer Service Charter Workshops all TFR employees Building a Customer Service Culture across the organisation Customer Service Training Customer facing Customer Service Standards

7 Customer Service Charter TFR has undertaken to deliver World Class Services to Customers Senior management have taken a decision, aligned to the mandate - to enhance customer experience The Service Charter contains a set of minimum standards that need to be attained in each individual customer interaction: face to face meetings telephonic conversations Electronic and online communication Customer Service Charter Values We will be fair and consistent in conducting business and we will be accessible at all times We commit to serve you with courtesy and promptness at all times We will proactively communicate concisely to keep you informed at all times We will delight you by going the extra mile and making it easy to conduct business with us

8 Launching the Customer Service Charter Process has begun to roll-out and obtain internal conviction from TFR employees organisation-wide through workshops 8

9 Customer Experience Programmes Improving Service Reliability & Predictability Integrated service offerings, Account Management & Contracting Superior efficiency in processes that deliver customer experience Seamless end-to-end Service Offerings MoUs signed with Road hauliers / Logistics Service Providers Streamlining Commercial processes eg. New Business Development Collaborative planning and deviation management of operations in the shorter term LEAN-Six Sigma methodologies

10 Customer Experience Programmes Communicating & Responding Complaints & Query Handling Superior Customer Responsiveness Enabled Customer Self Service e.g. Track and Trace Annual Customer Satisfaction Surveys On-going Voice of Customer (VOC)

11 Customer Experience Programmes Ensuring Consistency Road to Rail - New Marketing Strategy with new Value Propositions Enable agility to respond to changing customer needs & requirements Collaborative planning and investing with customers - medium to long term Consolidation hubs and common user facilities Investing in new technology and locomotives to reduce carbon footprint and improve TAT

12 Communication and Collaboration Initiatives Central Switchboard number that provides options to access: New Business Development Complaints/Compliment handling Customer Interaction Centre TFR911@transnet.net Query handling Operational queries for respective Areas & Business Units Attract rail friendly cargo from road Collaboration with Road Transport Companies - MoUs signed Track and Trace technology being planned for rollout early 2014 Working on improving Reservation System to ensure supply of the right wagon for the right train On-time Performance supported by the Yard Countdown process 12

13 Investment in Facilities TFR has numerous rail sidings equipped with infrastructure in different provinces suitable for various commodities Information will be loaded on the Freight Rail website in due course for ease of access for potential customers Common User Facilities Lohatlha Manganese facility implemented to manage the loading, shunting and stockpile management of Junior Miners TFR Real Estate - strategic leases with rail customers through the different Business Units Investment in infrastructure development and upgrading of rolling stock contributed to reliability and improved service delivery 13

14 Initiatives for Service Improvement Lean Six Sigma is part of our Organisational Development Process of continuous improvement Lean creates operational efficiency by eliminating waste In the past year trained groups of employees per week with the target of qualified All renewals and new rail related leases are linked to committed volumes Value Chains - Planning to introduce tools and methodologies to assist Pit to Port customer segments in coordinating joint planning with all supply chain partners to improve efficiencies in the value chain 14

15 Customer-TFR Collaboration Opportunities Continue participating in the Customer Surveys Annual and on-going Make use of the Customer Interaction Centre Complaints or Compliments Query Handling via Switchboard Two-way Continuous Communication Joint planning long & short term Accurate, validated and committed volumes Production plans Investment and new Development plans Buy-in and co-operation with Process Adherence Ordering and cancellation of trains processes Take or Pay / Volume Guarantee Contracts of a longer term nature - pro-actively spend capital in developing sidings and loading / off-loading facilities to improve turn-around times of wagons Review your handling equipment to meet shorter TAT 15

16 Conclusion We have noted your evaluations of our service We are implementing actions to address your needs & requirements Collaborating to improve service levels 16

17 Thank you