EUROPE timeslot management and delivery tracking .
P & OFM IT Director Steve Walters explained how this customer-centred approach had led to improvements in his own department . He said : “ It ’ s no use inventing things that you think customers are going to like when you ’ re shut up in an IT department ; you have to talk to users , customers and suppliers . You can ’ t tell the supplier what they are going to do . In practice you get a much better response if you ask them what you think the best way to do it will be . We find it really enjoyable !”
By approaching continuous improvements from the customer side , P & OFM has ensured that technological implementations are not just something that take place in the back office or in certain niche areas . By simultaneously developing both a Supplier and Customer portal , the company was able to adopt a more holistic structure .
Steve Walters explained that the Customer Portal enabled its users to dictate their own level of involvement : “ The experience is different for every customer . There are a number of standard reports available but we can tailor it specifically to their requirements ; customers can even do their own reporting . We have a very simpleto-use drag and drop query tool which we have trained a number of customers to use .
“ Some of our account teams will ask us to set it up for a customer in a particular way ; we ’ ve even linked our web portal to the customer ’ s
TMS can manage a customer ’ s supply chain from load building to timeslot management , and delivery tracking
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