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SATISFACTION COOPERATION WITH RS
OF SHIPPING COMPANIES,
RESEARCH INSTITUTES, DESIGN OFFICES,
SHIPYARDS AND ENTERPRISES IN 2007
Methodology of poll performance
The poll of shipowners, research institutes, design offices, shipyards and
enterprises is carried out annually since 2002 in the RS using questionnaires.
The latter contains 26 blocks of questions of which 14 ones define factors
affecting satisfaction of customers with RS services.
All factors have two characteristics: “importance” means the level of
satisfaction by the factor itself as well as “influence” of this factor on the
resulting “satisfaction index”.
Correspondingly, each of the factors under review has a complex internal
structure and consists of subfactors with their own level of “satisfaction” and
“ importance”.
For example:
Factor Q3 ”RS general impression” contains questions for which answers
define customers’ assessment of organization and its employees’
professionalism, promptness of works, RS rates.
2
Methodology of poll performance
Block (factor) “RS general impression” includes answers for the
following questions (sub-factors);
a) RELIABILITY – this is a reliable professional organization
furnishing services at the international level;
b) PROMPTNESS – this is the organization employing efficiently
working personnel;
c) QUALIFICATION – this is the organization which personnel
permanently demonstrate skilled performance;
d) EXPANDED NETWORK OF BRANCH OFFICES – this is the
organization with the sufficiently wide network of representations
which can timely provide its services;
e) CORRESPONDENCE OF QUALITY TO RATES – the organization
wherein services quality corresponds to rates.
3
Methodology
Each questionnaire item
is formulated as a statement.
Completing the questionnaire, the extent of
agreement or disagreement with those statements is
to be indicated.
The scale used for answers:
from 1 point (“complete disagreement”)
to 10 points (“complete agreement”).
4
Calculation model
External factors
65,9
0,04
Initial survey quality
76,4
0
Image of conventional documents
84,5
0
Perception of value
84,6
0,13
Image of RS class
84,5
0,44
Survey under repair quality
83,3
0,14
Additional products and services quality
84,6
0
General impression
88
0,46
Periodical survey quality
81,5
0
Survey in case of accident quality
85,7
0,05
Image of RS rules and regulations
88,3
0,03
Quality of RS rules and regulations
88
0
ISM Code and ISPS Code work quality
89,7
0,06
Professionalism
88,4
0,12
- Factors
The calculation model demonstrates
basic directions of RS and customers’
interrelation.
The final result of calculation is two
interrelated indices:
Customer
Satisfaction Index
81,3
0,63
Loyalty
85
1) Satisfaction index demonstrates, in
points (from 1 to 100), clients’
satisfaction with RS co-operation.
2) Loyalty demonstrates, in points (from
1 to 100), willingness to continue cooperation with the RS, to use additional
services and recommend this
organization to their colleagues and
other interested parties.
- Factor significance (impact)
5
Overall indicators of shipping companies’
satisfaction index and loyalty
2003
2004
2005
2006
2007
100
86
79
79
79
78
87
88
84
81
85
Value
75
50
25
Satisfaction
Loyalty
Indicator
In 2007 the values of the resulting indicators grew which is especially important after reduction of
values a year before. In general, one may note rather high level of values of resulting indicators.
More than 80 points is a good result keeping in mind that the average satisfaction level customers
of the European banks and insurance companies is 70-72 points (as per EPSI-Rating).
6
Shipping companies satisfaction by factors
2003
2004
2005
2006
2007
100
89 90 89 8989.7
90 89 90
8888.4
89
87 87 8888.3
87 88 86 86 88
83
81 82
84 84
Share (%)
75
50
25
ISM Code work
quality
Professionalism
Image of RS Rules General impression Perception of value
and Regulations
Factors
Majority of factors show positive dynamics in 2007 as opposed to 2006
7
GENERAL IMPRESSION factor
2005
95
90
87,1
85
80
88,2
2006
88,8
87,2
2007
89
90,2
88,388,6
90,6
89
88,1
84,9
82,8
77,778,2
75
70
Correspondence
of quality to rates
Promptness
Expanded network
of branch offices
Reliability
Qualification
Subfactor
Positive growth of the GENERAL IMPRESSION factor (+2 points) is caused by the significant
positive dynamics of all components of this factor (subfactors) :
пѓ�Correspondence of quality to rates (+4,6);
пѓ�Promptness (+3,3);
пѓ�Reliability (+1,6);
пѓ�Expanded network of branch offices (+1,8); пѓ�Qualification (+2,5).
8
Value
PERCEPTION of VALUE factor
2005
2006
2007
90
84,7
85
83,6
83,4
82,4
81,2
84,2
83,7
83,9
84,5
84,2
85,6
85,1
85
84
85,5
84,4
82,6
82,2
80,8
81
80,2
80
75
70
Classification services
Convention services
Initial survey
Quality of services in
general
Survey under repair
Periodic survey
Survey in connection
with an
emergency case
Subfactor
The PERCEPTION of VALUE factor shows the customers’ point of view about expediency of
costs associated with acquisition of RS services.
In 2007 the significant increase of the shipowners satisfaction ( price/quality criteria) of surveys
under repair (+2,4) as well classification (+2,2) and statutory (+1,2) services.
9
Overall indicators of industrial enterprises’
satisfaction index and loyalty
2003
2004
2005
2006
2007
90
85,4
85
85
84,5
83
Value
82
80
79
79
77,2
77,5
78,4
75
70
Satisfaction
Loyalty
Indicator
The values of resulting indicators of industrial enterprises slightly reduced as opposed to 2006
although they remain higher than 2005 values. Nevertheless, the value of the satisfaction index is
sufficiently high and the loyalty indicator is higher than 80 points which is a very good result.
10
Satisfaction of enterprises by factors
2003
2004
2005
2006
2007
90
90
90
85
85
85
86
86
85
85
87
87
87
86
88
87
85
86
88
89
89
88
87
86 86
85
86
85
84 84
85
88
89
85
84
83
83
79
80
78
77
76
75
73
70
65
60
Image of RS documents Perception of value
Quality of additional
RS products and
services
RS Norms and rules
Quality of RS survey
under repair
General impression
about RS
Quality of RS initial,
annual, intermediate,
periodical survey
Professionalism
All factors have a high satisfaction level ( 79 to 90 points).
Most factors show positive dynamics. In 2007 the most significant growth is noted for IMAGE of
DOCUMENTS, QUALITY OF ADDITIONAL PRODUCTS AND SERVICES, PROFESSIONALISM.
11
ADDITIONAL
(NON-MODEL) ISSUES
12
Provision of additional services and products
2003
2004
2005
2006
2007
100
83
88 87 89 90
75 73
75
67 68 66 66
62 63 63
(%)
63
50
79 78
65
59
49
25
Desire to take part in
Desire to have regular Desire to take part in the
Desire to get RS
more specialised
news f rom RS by E-Mail discussion of topical documents recorded on
seminars held by the RS
prof essional problems at the electronic media
the Internet RS site
The most popular additional service is a regular circulation by e-mail of RS news to
customers. The second position is taken by possibility to buy RS documents in the
electronic form.
13
Our standpoint is that the RS performance has improved
during the last five years
100
94
93
94
94
2003
96
2004
80
2005
(%)
2006
60
2007
40
20
6
7
6
6
4
0
Yes
No
The distribution is permanent since 2003: the absolute majority of
respondents (96%) have noted improvements in RS performance during
the last five years.
14
Will you recommend to your friends and colleagues to deal with the RS?
80
70
70
71
73
70
2005
2004
2006
2007
60
(%)
50
40
30
20
10
2
2
1
2
0
Yes
No, I would not give
a positive reference
The absolute majority of respondents (70%) would recommend RS
services to their friends and colleagues.
15
About SHIPOWNERS-RESPONDENTS
The number of ships operated by our company:
45
40
(%)
35
33
2003
35
2004
2005
2006
2007
37 36
29 28
26
24
25
21
19 18
14 14
15
9
10 10
11
19
14
13
16
9 8
7
5
1-3
4-7
8-10
11-15
more 15
16
We are going to increase the number of ships by means of:
Building of new vessels in Russia
Building of new vessels abroad
Acquisitions already existing ships
We shall try to retain our vessels in operation
We plan to retrench our fleet
5%
14%
14%
37%
30%
17
About ENTERPRISES-RESPONDENTS
Number of staff:
59
60
52
54
54
2003
2004
2005
2006
2007
51
(%)
50
40
31
30
27
24
24
24
26
20
20
17
19
18
10
less 250
250-1000
more 1000
Number of staff
18
Our business is:
Ships designing
Manufacture of materials for vessels
Vessels servicing
Shipbuilding
Manufacture of equipment for vessels
12%
30%
18%
8%
32%
19
Principal conclusions:
•The studies performed have demonstrated rather high level of RS clients’
(enterprises and shipowners) satisfaction with co-operation with the RS.
•The loyalty indicator is higher than the satisfaction factor. Thus, RS has some
safety margin in relations with customers. Nevertheless, the RS should
successively implement improvements within the framework of control over
interrelation with clients and maintain the quality of services at the proper level.
•In 2007 the SHIPOWNER’S SATISFACTION AND LOYALTY FACTOR grew as
opposed to 2006;
• Shipping companies’ satisfaction and loyalty is higher than for the industrial
enterprises. Therefore, RS shall put some efforts to improve relations with the
industrial enterprises in the coming future.
20
Recommendations for better work with shipowners
Improvement priorities :
1.
Quality of survey in repair
2.
General impression
3.
Class image
4.
Perception of value (benefits from cooperation with
RS as opposed to related costs)
5.
Professionalism
Shipowners’ general satisfaction and loyalty is mostly influenced by GENERAL IMPRESSION and
CLASS IMAGE.
Both factors are RS strong advantages.
Closer attention is to be paid to CLASS IMAGE which shows satisfaction with benefits gained by a ship
classed by RS.
21
Recommendations for better work with enterprises
Improvement priorities :
1. RS general impression
2. Perception of value
(benefits of co-operation with the RS regarding costs)
3. Professionalism
4. Image of documents
No areas for improvement to increase satisfaction and loyalty of customers of this group were found.
Still, IMAGE of RS DOCUMENTS which shows benefits from cooperation with RS and use of its
documents, norms and RS rules is worth noting. Over the whole research period customer satisfaction
with this factor was lower than for other factors. This factor is to be considered during compilation of
improvement programs.
22
RS management thank you
for taking part in a project
23
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