＜9 Point System＞
1. LISTEN - Understand our customers' unique and ever-changing needs. Continually listen for new opportunities to improve or expand our services.
2. INNOVATE - Develop the systems required to meet our customers' needs. Continually work together to innovate solutions to warehousing and distribution challenges.
3. COMMUNICATE - Establish effective and timely communication with our customers and with each other to ensure a consistent flow of accurate information.
4. ASSIGN RESPONSIBILITY - Assign the responsibility of customer satisfaction to a Customer Service Representative and an Operational Account Manager for each of our customers. These individuals will be committed to understanding the unique requirements and implementing the systems required to meet them.
5. SET STANDARDS - Establish standards for both service and productivity to be monitored both internally and with our customers on an ongoing basis.
6. DOCUMENT - Document each customer's specific requirements in our standard Operating Manual. Maintain and update this document as requirements and key information changes.
7. IMPLEMENT - Do what needs to be done, when it needs to be done with meticulous attention to the day-to-day details.
8. MONITOR - Continually monitor both the service standards and the productivity standards on a regular basis understanding fluctuations and identifying opportunities for improvement.
9. REVIEW - Review all aspects of the partnership on a regular basis with our customers to ensure that we are providing the highest level of quality service possible.
(6) 現状の問題や課題
・現在では、3PLとしてISO9000を取得することが、重要となっている。
(7) 日本の市場について
・今後は国際物流もやりたい。GATT協定などで関税率が引き下げられると、国際物流がますます増加するため、対応していきたい。
