Business processes drive the selection and implementation of technology to manage processes on container terminal to deliver effective and efficient service to customers.

1. PROCESSES: PRACTICALITIES, POINTS OF ATTENTION
Deliver service according to customer’s expectation

2. Business Process
A business process is a
collection of
related,
structured
activities that produce
a product
or servicemeeting the
needs of a client.
Critical
€ - $ - £
WHAT IS A BUSINESS PROCESS?

3. WHAT IS YOUR STARTING POINT DEFINING
BUSINESS PROCESSES?

4. Product
Service

5. Activities

6. A
B
C
D
Customer

7. A
B
C
D
Customer

8. A
B
C
D
Customer

9. Customer
Needs
Lowest possible cost
Free storage area
Transparency
Repeatability
Flexibility
Availability
Time
Ease of use
Throughput
Least possible costs
Dwell time = 0
Best use of resources
Reduce resources
needed

10. Customer
Revenue
Costs

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

12. Recommendation; 0
Existing relation; 3
Sizeand scope; 3
EnvironmentalRep.; 4
Domain expertise; 13
Geo exp.; 12
FinancialStab.; 34
Cost; 35
Quality of Service; 70
MOST IMPORTANT FACTOR WHEN CHOOSING A LOGISTIC SERVICE PROVIDER
Hi-Tech and electonic shippers
Data taken from Eyefortransport – RR Donnelley, 2010

13. BIGGEST PROBLEMS WITH SC PARTNERS
0
10
20
30
40
50
60
Poor visibility Lack of system
integration
Poor
communication
tools
Poor
communication
process
Unwillingness to
share
information
Instability of the
business
Hi-Tech and electonic shippers
Data taken from Eyefortransport – RR Donnelley, 2010

14. INFORMATION = KEY
Co-producers
Perishable
One shot!
A²

15. INFORMATION QUALITY
Q = f(
Gartner, Ted Friedman

16. Monitor
•Activities
•Exceptions
•Test and validate
•Document
•Implement
•Risks
•Backup
Objectives

17. CASES
• Truck appointments (systems)
• Stack optimisation

18. ...OF NEEDS AND REQUIREMENTS
•Customer service requirements = process requirements
• Terminal objectives = service requirements
• Yield management?
• Anticipate
• Get out of the box and be creative

19. 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”

20. 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.

21. INFORMATION (A²)
COMMUNICATION
THROUGHPUT +
SERVICE QUALITY
+

22. nico.berx@portsandterminals.com
Nico.berx@nbsolutions.eu