Client Centricity Case Study: Strengthening ‘Competence’
Background
A leading global ship management company with 600 ships under management and 24k seafarers wanting to strengthen is ‘competence’
Condition:
- Frequent escalations to senior management from ship owners.
- Some fleet owners terminated contracts
- Regulatory show stoppers On-shore teams (front line) are disengaged
Big 5 Actions:
- Process Definition and Digitization of EIR and VOC Management
- Employee Client Centricity Attitude Dipstick
- Core Process & Service Management Metrics Development
- Structure implementation of Central Function for Client Centricity
- Leadership workshop for digital transformation roadmap
- Mentor digitization projects
- Employee Customer Centricity Development Plan
