BUNKER INDEX :: Price Index, News and Directory Information for the Marine Fuel Industry



« News Home
:: Monthly Archive

News Topics
:: Air Pollution
:: Agreements & M&A's
:: Alternative Fuels
:: BunkerBlog
:: Cargoes & Storage
:: Company News
:: Efficiency, Costs & Charges
:: Environment
:: Events
:: Financial
:: Fuel Quality & Testing
:: Lubes & Additives
:: Oil Spills
:: People
:: Port News
:: Projects
:: Regulation, Legal
:: Services, Products,Technology
:: Statistics & Research
:: Vessels

Regional Archive
:: Americas
:: Asia/Oceania
:: Europe
:: M.East/Africa


BUNKER INDEX :: Price Index, News and Directory Information for the Marine Fuel Industry
Home » News



Monjasa explains how it uses questionnaires to improve quality

COO tells Bunker Index how supplier and client forms are being used to 'raise the bar'.



Monjasa's vessel, the MT Skaw Provider, operating in Skagen, Denmark. Image credit: Monjasa


Updated on 16 Mar 2018 00:21 GMT

Bunker company Monjasa has outlined how the use of questionnaires in its procedures now forms a key part of how it works with suppliers and customers as it continues to look at ways of improving quality and compliance.

Speaking to Bunker Index, COO Svend Stenberg Molholt explained that as around 50 percent of its bunker sales are via physical deliveries, Monjasa is able to "take ownership of the supply chain further back" with the terminal facilities and barges it operates. The company can therefore identify where bunker fuel is sourced from and it has supply chain documentation at its disposal. However, as approximately 50 percent of its business involves back-to-back trading, in these operations Monjasa has less direct control over sourcing and deliveries. The company has therefore implemented a system to address this issue.

As Monjasa is governed by the ISO 9001 quality management system, the bunker firm began sending out pre-qualification questionnaires (PQQs) to suppliers and other third parties. The forms require them to outline details such as the procedures they have in place and the equipment they have on board their vessels.

"Where we are physical, we can exercise the control even more hands on, but when we are not physical, we do what we can and what's 'best possible', and what no one else is doing in the market today: issuing PQQs," Molholt noted.

Additionally, for Monjasa's key back-to-back suppliers, the firm performs audits to ensure that their quality requirements are being met.

Monjasa also has a customer satisfaction programme that involves handing out customer satisfaction surveys to clients - both for physical supplies and back-to-back deliveries.

Molholt explained: "What we are in effect doing is, we are asking everybody involved in the process - and also the people working on other ships - was it okay, or could it be done even better?"

In terms of the feedback received from the surveys, according to Molholt, "98.9 percent are telling us that we are doing a good job". The figure is based on 8,071 responses.

Of the 92 respondents that have come back with concerns, Molholt explained that Monjasa is then able to get in contact with these clients in order to see how they can improve their setup in the future.

Evaluating the efficacy of the programme, Molholt noted that the rolling out of the surveys had had a positive effect on how the company was being perceived by its clients.

"Engaging in those dialogues in places where they have never seen a customer satisfaction survey has just increased the trust in us. Also, we believe that it shows to everybody operating in the market that we need to raise the bar together; and I think that's good not only for Monjasa but also for the bunkering industry," Molholt concluded.






Related Links:

Monjasa COO reflects on increased scrutiny from clients, banks and regulators
Monjasa COO outlines firm's global approach to compliance
Monjasa launches MOST global trainee programme
Monjasa records 'steep increase' in Persian Gulf cruise ship volumes
Monjasa secures floating storage for West Africa in 'pioneering move'
Monjasa A/S
Denmark

Latest News:

Verifavia signs up Wallem and Seaborn
The lowdown on bunker spill paperwork required in Singapore
MEPC 73: HFO ban events scheduled
Oil and fuel oil hedging market update
Brent climbs above $80 as supply concerns take centre stage
MEPC 73: IMO must renew commitment to Arctic HFO ban | CAA
IMO launches toolkits to tackle ship and port emissions
Bunker-saving JIT study presented at IMO HQ
Working group to finalize Initial Strategy programme for MEPC 73
Oil and fuel oil hedging market update
Bunker issues pack MEPC 73 agenda
Volatility around $80




Page Links:

Prices
Africa
Asia
Latin America
Middle East
North America
North Europe
South Europe
Index Summary
Price Highlights
Commentaries
Futures
Prices
Antwerp
Busan
Fujairah
Houston
Istanbul
Kaohsiung
Las Palmas
Maracaibo
New Orleans
Piraeus
Rio de Janeiro
Rotterdam
Santos
Singapore
News
Latest News
Blogs
Archive
Americas
Asia
Europe
Middle East
News
Air Pollution
Agreements & M&A's
Alternative Fuels
Cargoes & Storage
Efficiency, Costs & Charges
Environment
Events
Financial
Fuel Quality
Lubes & Additives
Oil Spills
People
Port News
Projects
Regulation/Legal
Services, Products, Technology
Statistics & Research
Vessels
Contact & Terms
Contact Us
Advertise
Terms & Conditions
Privacy Policy
Events
Upcoming Events