Research And Construction New Service Mode Of Container Terminal A Of Tianjin Port

Affected by the global economy, China’s container throughput of major ports into therelatively flat growth stage, at the same time, structural overcapacity of port to further highlightthe increasingly fierce competition between ports, especially in the Bohai Sea region has becomea coastal port competition most intense one of the regions of the ports in the hinterland, thesupply structure, business model, a high degree of overlap or duplicative, the competition hasbeen heating up. The development of the container terminal businesses will be more dependenton the level of foreign service levels and internal meticulous management level. Thetransformation of the service delivery model, innovative management style has become theobjective requirements of the development of Container Terminal enterprises, has been more andmore recognized. Tianjin Port as an important port in northern China and even the wholecountry, the annual cargo throughput in2011more than450million tons, jumped to fourth placein the ranking of world port throughput and container throughput11,494,100TEUs, rankingtenth in the world a. Tianjin Port Group clearly innovative service management systemmechanism, optimize the allocation of resources to improve the effective and efficient "as one ofthe important goals of the loading and unloading service industry development. And raise theoverall level of quality service management, quality of service innovation management tools andexpand services as important safeguards. A Container Terminal Tianjin Port as one of theGroup’s six major container terminal companies, the same faces competitive pressurehomogenization, in order to adapt to the new environment for the development of further changethe mode of development, and customer service philosophy of "service products" the project ofbuilding a customer service center.This paper to explore and study a new customer service center building and innovative modelsto learn from the advanced service organization in the form of both inside and outside theindustry, the ports in the country for the first time to carry out multi-dimensional study of thecustomer service model based on the customer service phone system and by the system to study,analysis of container terminal companies to provide customers with the gap between the servicesand customer demand, the new service model proposed practical. The formation of a"bottom-up" customer-centric service response mechanism, and then integrate the customerservice window and platform resources, harmonization of business service standards. The sametime, the customer service center as explore customer needs, research and development servicesproduct analysis and research center, thus the formation of a new container terminal businessservice model, subvert traditional customer service center’s role as a cost center, this new type ofcustomer response mode trigger mechanism from the service to start, to make it become a newprofit center.The establishment of the new Customer service centre will further implement the strategy ofindustrial development of the Tianjin Port Group, in-depth practice the A terminal companies operating characteristics and experiential service" concept, in order to adjust and optimize the theinstitutional mechanisms means of innovative service models, promote and drive the elevate ofthe A pier foreign service quality to achieve a qualitative leap.