PROCESS EXCELLENCE YOUR SERVICE - YOUR GET IT DONE, FIRST TIME RIGHT
CS-PAC Global BPO Inc. is a company that offers business process outsourcing servic broad-spectrum of industries around the world. With state-of-the-art technologies, th are only things that have not been thought of while there is nothing that cannot be d focus on bringing process excellence to our partners and working hand-in-hand with in the journey of digital business transformation.
VALUE OF CS-PAC
DATA ENTRY SERVICES
Pioneering digital supply chain solutions EFFICIENCY
One Stop Solution • End to End Outsourcing Service
Digitizing data accurately and efficiently is cru all businesses, and transition from paper to ele way of working is a common trend in almost a companies. We have the flexibility to cater to system requirement and at the same time link company to a pool of skilled professionals at fraction of the cost in your home country.
COST SAVINGS
Expansion of Your Back Office • Expand Workforce While Minimizing the Cost
CONTROL
Service Quality • Flexible Business Structure • Tailor-made Operations Planning
TECHNOLOGY SOLUTIONS Full IT Support • Secure and Flexible IT Infrastructure • Responsive communications
CALL CENTER SERVICES
Is your company growing at a rate wherein y employees cannot handle all incoming calls? D want to grow your business but do not have t manpower or budget to do so? Are you in nee more customer service support? Perhaps outs your voice operations to a reliable offshore pr is your best bet. We provide 24/7 voice suppo wherein you will be able to get the solutions y looking for.
ACCOUNTING / BOOK KEEPING
It is time consuming and chaotic when dealin a gigantic volume of bills and invoices manua Focus on your company’s core business and w link you to skilled professionals who are equi handle a wide range of financial processes.
A J O I N T V E N T U R E C O M PA N Y Accredited By:
A member of:
Digital transformation of supply chain solutions WRITTEN BY
02
MARCUS LAWRENCE
PRODUCED BY
CHARLOTTE CLARKE
03
w w w.st a gi ng.c a rgo fe. com
C A R G O S E RV I C E S FA R E A S T
Josephine Lee, Deputy Chief Process Officer at Cargo Services Far East, discusses the innovative and pioneering digital transformation of the company’s supply chain solutions
C
argo Services Far East (CSFE) has become a leading integrated logistics solutions provider since its founding by John Lau
in 1990. Taking command of the wider Cargo Services Group’s operations in the Far East with strong operational footprints in China, Hong Kong, 04
Singapore, the UK, the US, Australia and more besides, CSFE combines an extensive offering with a culture of customer-centricity that has historically driven enhancement of its operations. In the age of digital transformation, the firm is taking the opportunity to maximise the suitability of its supply chain services to a broad range of industries and customer types like never before, placing focus on visibility and transparency while optimising its internal operations and implementing automation. Josephine Lee, Deputy Process Officer at CSFE, says the qualities of the industry make for a challenging but exciting prospect when it comes to overhauling operations through disruptive technological solutions. “Because of the uniqueness of the industry, quite a lot of operations across projects involve a range of different parties,”
05
w w w.st a gi ng.c a rgo fe. com
PROCESS EXCELLENCE AT YOUR SERVICE - YOUR BPO GET IT DONE, FIRST TIME RIGHT
CS-PAC Global BPO Inc. is a company that offers business process outsourcing services to a broad-spectrum of industries around the world. With state-of-the-art technologies, there are only things that have not been thought of while there is nothing that cannot be done. We focus on bringing process excellence to our partners and working hand-in-hand with them in the journey of digital business transformation.
VALUE OF CS-PAC EFFICIENCY One Stop Solution • End to End Outsourcing Service
DATA ENTRY SERVICES Digitizing data accurately and efficiently is crucial to all businesses, and transition from paper to electronic way of working is a common trend in almost all companies. We have the flexibility to cater to any system requirement and at the same time link your company to a pool of skilled professionals at a fraction of the cost in your home country.
COST SAVINGS Expansion of Your Back Office • Expand Workforce While Minimizing the Cost
CONTROL Service Quality • Flexible Business Structure • Tailor-made Operations Planning
TECHNOLOGY SOLUTIONS Full IT Support • Secure and Flexible IT Infrastructure • Responsive communications
CALL CENTER SERVICES Is your company growing at a rate wherein your employees cannot handle all incoming calls? Do you want to grow your business but do not have the manpower or budget to do so? Are you in need of more customer service support? Perhaps outsourcing your voice operations to a reliable offshore provider is your best bet. We provide 24/7 voice support wherein you will be able to get the solutions you are looking for.
ACCOUNTING / BOOK KEEPING It is time consuming and chaotic when dealing with a gigantic volume of bills and invoices manually. Focus on your company’s core business and we will link you to skilled professionals who are equipped to handle a wide range of financial processes.
A J O I N T V E N T U R E C O M PA N Y Accredited By:
A member of:
LEARN MORE
she says. “Supply chains consist of
Purchase Order (PO) Management
big, global contracts, and every party
Visibility solution have been enhanced
needs to be connected together.
in response to the aforementioned
It involves a lot of interaction. In the
customer demand for increased
past, most of these interactions would
visibility. “LIMA gets all the parties
take place by telephone or fax or
together in a single platform to see all
similar channels. Nowadays, everyone
of the shipments with the same level
is looking for transparency and
of transparency. With it, every check-
visibility. We have to transform
point from a shipment’s origin to
ourselves from the traditional way to
destination is tracked by LIMA,” she
the modern way.” Lee notes that CSFE
says. The scope for CSFE’s transpar-
has placed a particular focus on
ency across the supply chain goes
incorporating best-in-class solutions,
beyond the status of a shipment,
with LIMA being one such example.
with Lee adding that the product
The outset of the firm’s digital transfor-
lifecycle management (PLM) software
mation was marked by LIMA’s imple-
in place spans from sourcing through
mentation, and the capabilities of the
to shelf. “All parties are able to view w w w.st a gi ng.c a rgo fe. com
07
C A R G O S E RV I C E S FA R E A S T
$1.2bn Approximate revenue
1990
Year founded
6,000
Approximate number of employees 08
09
“ The number one concern is how to change the culture effectively, because people are the most critical element” — Josephine Lee, Deputy Chief Process Officer, Cargo Services Far East
w w w.st a gi ng.c a rgo fe. com
Sound data for smart decisions
Contact us for a free trial and see how you can save time, money and resources! getintouch@ocean-insights.com
Improve your visibility with our solutions
Container Track & Trace
Container Sailing Schedules
Full overview of all your containers with quick access to all details
Transparency in the sailing schedules of all major shipping lines and alliances
Automatic event notifications and alerts so you can take action
World’s most accurate and comprehensive data to enable informed decisions, e.g. most suitable service from A to B or performance comparisons
Immediate response to predicted delays to adjust supply-chain logistics and reduce D&D charges
www.ocean-insights.com
every detail of the shipment before
our customers, and using it to help
it arrives at customs. As a logistics
them analyse business patterns and
operator in Asia, incorporating LIMA
behaviours from past years.
at the beginning of our transformation,
We developed our own data analysis
offering customers and shippers a high
capabilities using Microsoft’s data
level of transparency, was a very
solutions,” says Lee. AI is being applied
pioneering approach.”
to enhance this analytical offering,
CSFE is also leveraging Big Data
tailoring the insights to the respective
and artificial intelligence (AI) to
company’s own business patterns and
augment the information presented
offering an intelligent perspective for
with predictive and analytical solutions
their strategies. “By leveraging AI
that can elucidate the true value of
technology, we empower our role
the supply chain’s data. “From 2016,
as a freight manager for our customers.
we have been gathering all of our
In the supply chain process, the freight
business data with the consent of
manager helps the customer to
coordinate and monitor the shipments
Ensuring the benefits of these fresh
from end to end. We can provide them
technologies are realised in full, CSFE
with insight, predictions for potential
has placed a significant focus on
hurdles between shipments and how
managing its internal culture. “The
we can overcome those hurdles,
number one concern is how to change
as well as using that historical data
the culture effectively, because people
to prevent future problems,” explains
are the most critical element,” says
Lee. “The two major areas of benefit
Lee. “Initially, it was challenging
to the customer are in managing data
because people found it difficult to
efficiency and reducing costs.”
see how they could help us to conduct
E XE CU T I VE PRO FI LE
Josephine Lee, Deputy Chief Process Officer Lee has been with Cargo Services Group since 2017. In her current role, she leads corporate functions of Global Process and Information Technology for digital transformation, process automation and operational efficiency through cutting-edge solutions and technological knowhow. Internal Audit, Quality Assurance and Claims come under her remit to ensure effective corporate governance. With over 20 years’ professional experience, Lee has held executive positions as VP of HR and Administration with CFL, and as General Manager of Sage Consulting. Lee holds a Masters degree in Human Resources Development and Training for the University of Technology, Sydney.
w w w.st a gi ng.c a rgo fe. com
11
C A R G O S E RV I C E S FA R E A S T
12
“ As a logistics operator in Asia, incorporating LIMA at the beginning of our transformation, offering customers and shippers a high level of transparency, was a very pioneering approach” — Josephine Lee, Deputy Chief Process Officer, Cargo Services Far East
the transformation and achieve a positive result. People are pretty conventional; they are generally much more willing to follow instructions rather than be part of the change or innovation.” To rise to this challenge, CSFE has incorporated a culture of open communication between upper management and the rest of the organisation. “We understand that communication is the most crucial part of change management,” says Lee. “Our chairman has been personally involved in this. He spends time
in the West, and we always hear it is the best practice.” Looking forward, Lee says automation is a key area that the company is set to explore. It has already introduced a robust warehouse management system that has been developed in-house, known as eCWMS, for its customers, along with radio frequency technology to maximise the efficiency of inventory management and cargo delivery. However, Lee stresses that CSFE is always looking for the next way to innovate for its customers. “I would say that around 70% of the operations are still very manual,” she devising workshops, sharing sessions
says. “The digitalisation and automa-
and management briefings to help staff
tion of these processes is a key part
at all levels appreciate the benefits of
of our plan for the next five years, and
the transformation.” Lee adds that this
we will also adopt more Big Data and
work represents a break from tradition-
other electronic data interchange (EDI)
al managerial methods in the region,
solutions.” Along with shifting more
replicating a model that has been
processes over to the cloud to increase
effective in Western organisations.
operational flexibility, Lee is confident
“In the East, particularly in China, it is
the company will continue to be
not common practice for a chairman
a pioneering leader in the industry.
to come out and deliver a workshop and directly share their vision for the company,” she says. “This type of communication is much more common w w w.st a gi ng.c a rgo fe. com
13
Cargo Services Far East Room 13103N ATL Logistics Centre B Berth 3 kwai Chung Container Terminals Kwai Chung N.T. Hong Kong T +(852) 2481 8308Â staging.cargofe.com