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| Sunday, 23 March 2003 |
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Business |  |
| News Business Features Editorial
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NYK Line Lanka wins top award A courageous move to disband the traditional top-down model of management and hand over its future in business to an employees' collective has paid rich dividends for NYK Line Lanka, the local agents for global giants NYK Line. The company was awarded the prestigious the Best Customer Service Award for the year 2002, by the Institute of Chartered Shipbrokers, UK-Sri Lanka branch, on the Colombo to Europe trade. "We made a strategic decision sometime back to replace the hierarchical system of top-down management and allow employees on the ground to actually run our operations. This 'bottom-up' system saw employees teaming up regardless of rank in making operational decisions", says Christopher Pieres, Executive Director of NYK Lanka. With the traditional departmental system out of the way and a new team concept based on trade lanes in force. NYK Line entered a decisive phase that would later give it the cutting edge in service. Decision-making power firmly in their hands, the frontline staff of NYK soon found a system of operations that works best in meeting customer expectations. "They are the people who know the customers, their concerns and demands. The new approach delighted our customers" says Pieres. In an environment where the basic product or service across competition is fairly standard, says the affable shipping veteran, we had to find a cutting-edge. The company found it is its people. Today, this band of passionate and dedicated employees drives NYK Line Lanka towards new horizons. NYK Lanka implements a rigorous training platform with emphasis on service delivery and personal development. The company encourages its people to constantly value-add to their products as well as their personal lives. |
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