Tag: Japan

DHL recognized for industry-leading customer service at ‘Contact Center Awards 2007’

Posted by | Aug 7, 2007 | |

DHL Japan was honored with the Silver Award at the ‘Contact Center Awards 2007’, an industry peer recognition program for and by businesses for outstanding contact center initiatives. Organized by RIC Telecom’s Computer Telephony magazine with the support of e-Partners, the Awards have been held annually since 2004.

DHL Japan won the Silver Award for its case study The Road to Becoming ‘A Center that Guarantees Every Incoming Call is Answered’, which also garnered a Productivity Award for activities contributing to productivity enhancement. This is the second year DHL Japan has won a main award at the ‘Contact Center Awards’, as well as the third consecutive year it has received a Category Award, following selection for the Productivity Award in 2005 and the Profit Award in 2006.

DHL Japan was recognized for the process leading up to its achievement of the Key Performance Indicators (KPIs) established for each of its contact centers. These KPIs include answering at least 90 pct of all calls within 10 seconds, and maintaining a hang up rate — the percentage of all incoming calls abandoned by the caller before communication with an operator is established — of no greater than 0.1 pct of all incoming calls that ring for more than 15 seconds.

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Kintetsu Express considers shipping tie with Nippon Express

Posted by | Aug 6, 2007 | |

Nippon Express Co. and Kintetsu World Express Inc. said Tuesday they are studying joint air transport services from Japan to other Asian countries to take advantage of growing demand for shipping services within Asia.

The two Japanese firms are in talks to develop a small package shipping service that would deliver items such as samples and documents.

Japanese transport companies have lagged behind their U.S. and European competitors such as DHL and FedEx Corp.

Kintetsu World, for instance, provides shipping services to other Asian countries from Japan but focuses mostly on large shipping contracts such as delivering electronic parts, a Kintetsu World spokeswoman said.

Growth in demand for commercial shipping within Asia has been growing at 7 pct to 8 pct a year, Nippon Express and Kintetsu said in a joint press release.

The Nikkei reported that the two firms and Japan Airlines Corp. are expected to form a tie-up in international package shipments from Japan to other parts of Asia.

But the Kintetsu World spokeswoman denied the report, saying that the two transport firms haven’t decided which airline they may want to use for their potential new service. JAL wasn’t immediately available to comment on whether the airline is involved in talks with the two transport firms.

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The Postal Market 2010 and Beyond – Emerging

Posted by | Aug 1, 2007 | |

Postcomm’s Strategy ReviewA summary of emerging themes from Postcomm’s Strategy Review
In August 2006 Postcomm published a Strategy Review document for consultation. The review looked at whether we needed to alter our regulatory policies so we can continue to protect mail users in the future – from 2010 and beyond – and yet allow mail operators the flexibility to adapt to changes in the market.

This document briefly summarises emerging themes in the responses we received to that Strategy Review document.

Full document – Postcomm’s Strategy Review. The postal market 2010 and beyond: Emerging Themes (pdf, 429KB)
What respondents told us
Royal Mail said the current regulatory framework is no longer fit for purpose and is subjecting the company to serious financial pressure. It said Postcomm should allow Royal Mail to compete in the business market without any restrictions and limit regulatory interventions to stamped mail.
Royal Mail’s competitors pointed out that Royal Mail, which is focusing hard on retaining every item of mail, enjoys the advantages of economies of scale and the unique privilege of VAT exemption. They questioned whether our current regulatory tools are sufficient to deal with Royal Mail’s market dominance.
Postcomm’s main conclusions in the emerging themes document, on which we are seeking feedback, are:

Customers are benefiting from competition. However, Royal Mail is finding the impact of competition and of new media very difficult to cope with, in part because of its slow progress in improving efficiency and in developing new services. The universal service (USO) remains profitable and is being provided to a very high quality of service.
More innovation is needed in order to exploit the changing mail market. Mail operators in the UK are not fully grasping the opportunities – or facing up to the challenges – of new communications media to the extent that some of their European and North American counterparts are. Mail has some important characteristics, such as personalisation and hand delivery, which valuably differentiate it in a digital world. If operators focus on how their mail products can add value for users, there is no reason to accept the prospect of a contracting mail market.
Postcomm reaffirms its aim to move to less detailed regulation. If Royal Mail can improve its cost transparency and respond better to the changing market, Postcomm should be able to scale back the regulatory regime from 2010 onwards.
The universal service will be secured in a changing mail market. Postcomm is responding to Royal Mail’s request to remove business products from the universal service and, in doing so, it wants to promote a wider debate as to how the scope and specification of the USO should adapt to changing social, economic and technological conditions. However, the basic right to post a stamped letter anywhere in the UK for the same price will remain at the centre of the universal service.

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International express mail growth spurred by Kahala Posts Group

Posted by | Jul 26, 2007 | |

An international alliance of eight national postal administrations is marking the two-year anniversary of its date-certain, guaranteed international Express Mail Service (EMS) by expanding to new member countries and paving the way to launch new products.

Kahala Posts Group (KPG), a collaborative network of the postal administrations of Australia, China, Hong Kong, Japan, Korea, Spain, the United Kingdom and the United States, accounts for almost half of the world’s total EMS traffic. With delivery to more than 261 million addresses, 8 billion post code combinations and service available at more than 142,000 retail locations, KPG provides a powerful network and consistently high delivery standards.

At its annual meeting today in San Francisco, KPG reported growth of more than 40 percent in volume for its date-certain, guaranteed EMS service since inception of the alliance.

KPG members integrated their operational and information technology networks to provide date-certain international EMS beginning in July 2005. Backed by a guarantee and reliability on par with private couriers, the product has helped national posts regain share in the international package marketplace, and has proven especially popular with small to medium business sector customers.

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