Maximise Customer Service Levels

Brussels - 24. November 09 1

“Maximise Customer Service

Levels”

Brussels – 24. November 2009 Sandro Knecht - CSO

Levels”

Maximise Customer Service Levels

Brussels - 24. November 09 2

Catering to the needs of customers within key industries, offering customized logistics and value-added services to all companies active within the supply chain.

Understanding the Customer = Maximised Benefit

AutomotiveHealthcare &Chemicals

Hi-tech TelecomRetail & Fashion

Oil & GasIndustrial Projects

• Understanding the customer business model and strategy

• Develop competence and capabilities to execute and deliver

• Identify joint strategic initiatives, KPI’s and define deliverables

• Drive continuous employee training and development

• Drive a culture of high quality performance and process evaluation

Maximise Customer Service Levels

Brussels - 24. November 09 3

A strategy aimed on creating a partnership environment with our customers,

building a relationship of mutual trust, shared benefits and as such instill

greater customer loyalty

Account managers must be driven by a strong “can deliver” attitude:

Customer Care

Basic

Co-operative

Interdependent

Integrated

Customized

Value

proposition

Operational

delivery

Strategic

Intent

Inter-companyrelationship

� Know about customer’s objectives – and integrate them into own actions

� Anticipate customer’s needs proactively

� Share customer’s values and vision

� Integrity, passion, quality and sustainable relationship management

Maximise Customer Service Levels

Brussels - 24. November 09 4

Interdependent Account Management Relationship

Finance Finance

Compliance Compliance

Supply Chain Supply Chain

IT IT

Operations Operations

Key

Account

Mgr

Board

…

• Global consistency

• Leverage & Innovation

• Supply chain integration

• Coping with complexity

• Drive Cost reduction while achieving value targets

• Unique competitive advantage/customisation

• Strategic concentration of resources and investment

Logistics

Mgr

Board

…

Maximise Customer Service Levels

Brussels - 24. November 09 5

Value Creation

Innovations

Scorecard Topics

Advanced Supplier Relationship

• Continuous measurement of existing topics

• Evaluation of existing topics

• Improvement of existing topics

• Introduction of new initiatives

• Measurement of new initiatives

HSE

Reliability & Efficiency

Innovations

SBU Customer Feedback

• Measurement of new initiatives

1. Joint Initiatives (e.g. Workshops)

2. Complete Supply Chain Solutions

Maximise Customer Service Levels

Brussels - 24. November 09 6

Real and tangible solutions = Build credibility

• Designing of solutions and match them with real product offerings

• Establish process • Establish process ownership and milestones

• Commit and manage implementation

• Continuously evaluate results

Maximise Customer Service Levels

Brussels - 24. November 09 7

The Panalpina SCM product offerings providesmultiple benefits to our customers

Supply Chain Core Products Brief Product Description

Holistic Supply Chain DiagnosticSupply Chain Optimization1

Constant Performance EvaluationSupply Chain Dashboard2

Decoupling and Order Penetration Point

Supply Chain Postponement3Point

Supply Chain Postponement3

Managed Continuous ReplenishmentVendor Managed Inventory4

Orchestrating the tactical Supply Chain

Lead Logistic Provider5

Optimized and cost effective Material flow

Direct to Market Concept6

Order and compliance ManagementSupplier Connectivity7

End 2 End Material flow ControlInbound to Manufacture8

Maximise Customer Service Levels

Brussels - 24. November 09 8

Information - Technology Key Industries Major SubjectsSupply Chain Management

Global Network Air Freight Ocean Freight Overland Transportation

Thank you for your attention