PSTS TIME

PSTS

JFM 2009
ISSUE 9

LEADERS IN LOGISTICS SINCE 1940

(For Private Circulation Only)

From the Editor's Desk:

Raising the bar to challenge oneself is more exciting than achieving the standards set by
another. Had music composer A R Rahman settled for being best-in class,
today an Oscar Award would not have come his way and brought music to our ears!!

Lets get inspired and push the limits to look beyond that meet our mind's eye!

Handling Customer Complaints

Our effort to delight every customer does not always happen in reality. When there is a case of service break down, what does one do?

1.
Act quickly: If the complaint is made during service delivery, time is of the essence to achieve a
full recovery. When complaints are made after the fact, respond within 24 hours or sooner. Even when W ^:jwjh J full resolution is likely to
take longer, fast acknowledgement is very important.
^
2.
Admit mistakes, but don't be defensive: Acting defensively may suggest that the company has L flL 1 something to hide or is
reluctant to fully explore the situation.
3.
Show that you understand the problem from each customer's point of view: Seeing situations through
the customers' eyes is the only way to understand what they think has gone wrong and why they are upset. One
should avoid jumping into conclusions with one's own interpretations.
4.
Don't argue with the customers: The goal should be to gather facts to reach a mutually acceptable solution, not to win a debate
or prove that the customer is an idiot. Arguing gets in the way of listening and seldom diffuses anger.
5.
Acknowledge the customer's feelings, either tacitly or explicitly (for example," I can understand why you' re upset"). This action
helps to build rapport, the first step in rebuilding a bruised relationship.
6.
Give customers the benefit of the doubt. Not all customers are truthful, and all complaints are justified. But customers should be
treated as though they have a valid complaint until clear evidence to the contrary emerges.
7.
Clarify the steps needed to solve the problem.. When instant solutions aren't possible, telling customers how the company plans
to proceed shows that corrective action is being taken. It also sets expectations about the time involved, so companies should be careful not
to over compromise!
8.
Keep customers informed of progress. Nobody likes being left in the dark. Uncertainty breeds anxiety and stress. People tend to
be more accepting disruptions if they know what is going on and receive periodic progress reports.
9.
Consider compensation: When customers do not receive the service outcomes, they have paid for or have suffered serious
inconvenience and/or loss of time and money because the service failed, either a monetary payment or an offer of equivalent service in kind
is appropriate.
10.
Persevere to regain customer goodwill: When customers have been disappointed, one of the biggest challenges is to restore their
confidence and preserve the relationship for the future. Truly exceptional recovery efforts can be extremely effective in building loyalty and
referrals.
Courtesy: Services Marketing - People, Technology, Strategy by Christopher Lovelock,Jochen Wirtz and Jayanta
Chatteijee

Happenings - Chennai

PSTS Family Day

Every year, 26th January is celebrated as PSTS Family Day with families of employees and
management having a gala time for an entire day! This year, the event was a simple gettogether of employees in the office premises. Everybody was looking smart in the newly
designed office uniform. It gave an opportunity to interact with each other on a more
informal manner about matters relating to work-life balance and personal health!

Seen Here: Mr.Ganesh Ram, JMD emphasizing the importance of spending quality

Mr. V.Raju joins as Vice President - Operations of PSTS Group

Mr. Raju B.Com, MA brings with him more than30 years of rich work experience in
the field of Ship Agency, Custom Clearance, Stevedoring, Transportation and Freight
Forwarding.
He is blessed with a son andadaughter. In his capacity

as Vice President, he will be responsible for the operations

of PSTS Group, and will also be involved in the new
initiatives of PSTS.
All the Best Mr. Raju! May you steer PSTS to great heights!

PSTS handles 225 MT ODC

Boiler in the Port of Chennai
This ODC cargo came from Shanghai in
MV Houston to the Port of Chennai and
was offloaded on 22nd December 2009.

Export shipment of BEML and BHEL handled by

PSTS in the Port of Chennai
PSTS provided stevedoring services for the export of Dumpers, Bull Dozers,
Excavators to Latakia, Syria by BEML and Turbines were exported to Tripoli by BHEL
in MV Valpolichela

Fresh batch begins in PSTS Industrial Training

School, Chennai
Yet another batch began on 02.02.09 with

115

students from Kanchipuram and Chennai Dist under

the Govt.of Tamil Nadu's Magalir Thittam's Youth

PSTS handled the entire handling operations right

From warehousing, transportation, custom clearance and
stevedoring in the Port of Chennai on 5th January 2009.

Skill Training to operate JCB, Forklift and Cranes. It

is a two months programme with theory and practical
sessions. "Most of our students are well placed in
India and abroad" soys Mr. J. Giri Ram, Director,
PSTS Industrial Training School.

PSTS Heavy Lift & Shift Ltd Annual

General Meeting held
The thirteenth Annual General Meeting of PHLS was held on the 29th December 2008.

Seen Here: Mr. Kasi Raman, Company Secretary conducting the AGM proceedings. Seated
from I to r: Mr.Chandrasekar, External Director, Mr.T.Udayasankar, CMD, Mr.T.Velsankar,

Happenings - Tuticorin
Family Day celebration @ PSTS
A get together of PSTS employees and management, a brief speech by Mr.T.Udayasankar, CMD and
Mr.T.Velsankar, JMD followed by a sumptuous lunch for all marked the family day celebrations this

Seen Here: Mr.Velsankar, JMD addressing the employees

Seated (I to r): Mr.T.Udayasankar, CMD, Mr.U.Sathish Kumar, ED A Mrs.Mehana Sathish Kumar, JD

Seen Here: Mr.T.Velsankar, JMD,

felicitating the Japanese delegate from
the Ocean Policy Research Foundation,
Japan who visited Tuticorin for the onsite study of the Tuticorin Port in
September 2008.

PSTS Industrial Training School spreads its wings to Tuticorin

A new branch in the tree of PSTS Group: PSTS Industrial Training School, Tuticorin began
with a Ganapathy Homam on 15.12.2008.The first batch of classes began on 9.1.09 with 90
students under Magalir Thittam - Youth Skill Training of Govt, of Tamil Nadu in Tuticorin
District. With theory classses almost complete, the students are gearing up for the practical

session to operate crane, Backhoe loader and Forklif t.

Good Luck to one and all!

Showcase

Sharing moments of Customer Delight!

At PSTS, our quest to ensure Customer Delight is a way of life. In this journey, there are some special moments when we receive
words of appreciation from our clients for our good work. Glad to share some with you!
Sterlite doubly delighted by PSTS service!
PSTS handled two shipments of 10,000 MT of re-export cargo of copper concentrate in bulk for Sterlite in the Port of Tuticorin..
Receiving two mails from Sterlite is the proof of our Customer's Delight! Congratulations lyyappan and team!

5th Jan zoag

'Dear Sir,
Of jives me immense pleasure to inform you that
in our recent Halcooma export we have

6th Oan zoog

t)ear Sir,
"The Secondimport shipment was even better"
and the credit for all goes to 74r Aigappan

achieveda high loading rate of10,400 hUJATin

andftis team. HJe sincerely than^gou forgour

40 hts based on z hatches. Tor thesame 0

efforts and co-operation. Hoping to continouslg

wouldlikp tosincerelg thank "Mr fligappan

achieve higher targeb.

andf>is team for thier efforts andoo~operafion

towards achieving this target.

7/taj Vibrant K.hare

'DevelopmentalProjects-/logistics

oofcjng

forwardtowards continous excellence.

Sterlite industries [Ondia] Ilimited

Tuticorin~6z8o02,Tamilnadu, Ondia.

~Maj Vibrant Hhare Sterlite

industries (OndiaJIlimited

PSTS Founder's Day!

Do you remember that March 27th is our Founder Mr. PSTS Thiraviaratnam's birthday? He was
a true Champion of Customer Delight. Lets strive to achieve the same!

PSTS participates in Second Asian Invitational conference on

Family Business
The Indian School of Business, Hyderabad conducted this conference " Building a
Lasting Family Business - Dream to Reality on Feb06 - 08 2009

Seen Here from r to I: Mr.Ganesh Ram, JMD, Mr.Ruby Winston, VP -Finance,

Mr.Kannaram.ED and Mr.Ashwin Sankar, Joint Director attending the conference.

A double Whammy for the Cricket Team of PSTS Tuticorin!

Come Saturday afternoons, the PSTS team from all the
departments under the captainship of
Mr.Sankaranarayan, Manager - Exports, gets into a
cricketing mood. So far two friendly matches have been
played : One against Chakiat Agency where PSTS
scored 187 for 5 in 16 overs and won the match by 102
runs. The next match was against Thermal Camp One
where PSTS scored 100 for 8 in 16 overs and won the
match by 68 runs.
" Every energetic win against our opponent team, helps us to win over
business challenges better" claims the winning team!
That's the way to go!

Celebrations

Capricorn
December 22 -January 19

F. Theresintha Shibathini
Nagarajan
K.Geetha
L.Pitchumani

06-01 S.
06-01
06-01
07-01

A. Pandian
11-01
V.Indhumathi
13-01
I.Ramakrishnan
15-01
T.Samuel Kamaraj 15-01
B.
Kand
aswamy
19-01

Pisces
February 19 -March 20
-.to
A. Paulraj
A. Kowsalya Devi
T. Velsankar
R.S. Kandasamy
P.Vetri Vendramani
P. Balakumar

23-02
04-03
06-03
08-03
09-03
10-03

January
J.Anto
07th
P.V.Sharma
19th
G.Arul Doss
21st
R. Jim Reeves
24th
B.Dayala Prabhu 26th
M.S.Subban
27th
R.S. Kandasamy
01st
Nallasivam
01st
C. Roseline
01st
S. Rajeswari
01st
S. Samraj Thomas 04th
G. Balasubramanian 04th
S. Nagarajan 04th A.

K. Pushparaj
11-03
A.Narayanan
14-03
R.A. Bosco
18-03
E. Allen Edger
20-03
N. Sanesan
20-03
P. Sankar
20-03
Mariasiluvai Siverstone 20-03

Aquarius
January 20 -February 18

S.Ravi Kumar
21-01
J.Anto
22-01
M. Palavesa muthuvel 25-01 S.
Ravichandran
29-01
B.Sajapathy
31-01
Mehana Satish Kumar 02-02

Aries
March 21 -March 30

V.Chandrasekaran
24-03
P. Narayanan
28-03
S.Sabapathy
30-03
6. Jebasingh Thangamani 31-03

Kowsalya Devi 09th R.

Rajendran 09th K.Senthura
Pandi
10th

February
Sankararameswaran 11th
S. Christopher Alex 12th
A.
Nan
nan
14th
T. Jeyaseelan 15th
B.
Kishore
Kumar
15th
V.Chandrasekaran 16th
Parthiban
02nd
M. Ravikumar
02nd
S.Radhakrishnan 03rd A.
Veeramani
10th
K.P.Nagoor
Mohideen
22nd A.Sudhan
31st

P. Muthuraman
R. Paul Sudakaran
P. Sutharsan
M. Shanmugalakshmi
Solaiappan
M.Kumararaman
D.G.Jayachandran

March

02-02
06-02
12-02
12-02
12-02
14-02
14-02

Knowledgescape
Shipping terms - Compiled by L. Pichumani, Deputy Manager, PSTSL-Chennai

Related to vessel (ship)

FOB
FIO
LILO
LIFO
FILO
OF
B/L
MR
MV
L OA
BEAM
GRT
NRT
DWT
ETA
ETB
ETC
ETD
OA
DA
PDA
DDA
FDA
POD
POL
SOF
EGM
ISM
POB
SWL
NOA
NOR
TC
VC
LTC
ABH
ILH
PHO
PSC
M GO
FO
DO
FW
SD
WD
TD
FWD
AFT
ROB
LH
LTWD
UTWD
ISPS
LRS
IRS
BOI
SBC

Free On Board
Free in & out
Liner in / liner out
Liner in / free out
Free in / liner out
Ocean freight
Bill of lading
Mate's receipt
Motor vessel
Length over all
Breadth of a vessel
Gross registered tonnage
Net registered tonnage
Dead weight
Expected time of arrival
Expected time of berthing
Expected time of completion
Expected time of departure
Outer anchorage
Disbursement account
Provisional disbursement account
Depature disbursement account
Final disbursement account
Port of discharge
Port of loading
Statement of facts
Export general manifest
Import general manifest
Pilot on board
Safe working load
Notice of arrival
Notice of readiness
Time charter
Voyage charter
Long term charter
Additional berth hire
Indian light house(dues)
Port health officer
Port state control
Marine gas oil
Fuel oil
Diesel oil
Fresh water
Summer draught
Winter draught
Tropical draught
Forepart
Afterpart
Remaining on board
Lower hold
Lower tweendeck
Upper tween deck
International ship and port facility security
Lloyds register of shipping
Indian registry of shipping
Bureau of immigration
Same bottom cargo

TOB
ISM
GA
IMO
RORO
LOLO
SBE
F WE
BOSP
EOSP
CQD
CTM
AGW
WP
WWD
KNOTS
GPS

Total on board
International saftey management
General average
International maritime organisation
Roll on / roll off
Load on / load off
Stand by engine
Finished with engine
Beginning of sea passage
End of sea passage
Customary quay despatch
Cash to master
All goes well / at god's will
Weather permits
Weather working day
Nautical miles (speed of the vessel)
Global positioning system

Related to cargo
CI
CIF
EA
IA
OOG
ODC
STC
DO
DC
LC
LOI
DG
CAN
PNR
GR
GRI
LB
DB

FCL
LCL
GP
OT
HD
FR
RF
cpy
CT
CTB
REPO
BAF
CAF
THC
PSS
PCS
GRI
LOLO

Cost n Insurance
Cost insurance n freight
Export application
Import application
Out of gauge
Over dimentional cargo
Said to contain
Delivery order
Delivery challan
Letter of credit
Letter of indemnity
Dangerous goods
Cargo arrival notice
Public notice for removal of goods
Guaranteed remittance
Generalised system of preferences
Liquid bulk
Dry bulk

Related to container
Full Container Load
Less container load
General purpose(container)
Open top
Heavy duty
Flat rack A
Reefer Q
Container parking yard
Container terminal
Container terminal berth
Repositioning
Bunker adjustment factor
Currency adjustment factor
Terminal handling charges
Peak season surcharge
Port congestion surcharge
General rate increase
Lift on / lift off

**

Twenty Tips to Overcome Exam Stress:

1. Set you clear goals.
2. Be self-confident and have faith in Sod.
3. Chart out timetable and follow it systematically.
4. Meditation, yoga, exercises will be immense help to beat the stress.
5. Avoid Rote memory.
6. Relax yourself by hearing music or playing games that interest you.
7. Eat healthy diet. Avoid spicy and oily food. Take more fruits, high protein food.
8. Sleep well the previous day of the examination.
9. Ensure sufficient number of breaks in study routine.
10 .Repeated revision is essential. Treat every small test seriously. Be thorough with the text, so that you can answer all the one -mark
questions correctly. Textbooks are far more useful than guides are.
11. During early morning, you can learn heavy concepts, workout tough mathematical problems and formulas can be memorized. Write all
the formulas in separate sheet of paper and revise it regularly.
12. Allot more time to tougher chapters and relatively lesser time for the easier lessons.
13. Work out question banks. You can workout one-day one model question paper.
14. Follow mnemonic technique. In order to remember the points for each answer, take the first letter of each point and using all
these letters, make a word out of it and remember it.
15. Mind mapping is an excellent learning tool for students. Mind-mapping helps to read,
assimilate, analyze and remember facts and information.
16. Allot time for each part of the question paper. Underline important key words.
Do not leave any question and try to answer all the questions.
17. Complete your exam before 10 minutes, so that you find time to check your answers.
18. You can impress the examiners with good handwriting.
19. Reach the examination center before half-an-hour.
20. Do not talk or discuss about the subject, until the last moment of the exam. Relax yourself
Compiled by Swarna kanna
Ram

How to recycle paper in your office?

Collect all paper that has been printed on one side and deposit in the one-side paper
tray. Re-use it for printing in draft mode.
Use one side scribbling pad (from used one side paper) for internal meetings.
Re-use envelopes wherever possible, especially for sending information internally.

Conduct a stationary audit at your desk. You will probably be surprised how much you find. Any
surplus items can be

Minimizing paper helps in saving trees. We can help environment also!

returned to admin dept. for someone else to use.

Compiled by Swarna kanna Ram

Editorial Team: Bharathy Ganesh Ram, Swarna Kama Ram

PSTS Registered office Chennai - II Floor, Wavoo Mansion, 48,Rajaji Salai, Chennai 600001,India Ph:+91 44 439 22727 Fax:+91 44 252 20224
PSTS Administrative office Tuticorin;1-9/18, Harbour Express, Road Opp. Thermal Campl, Tuticorin 628 006, India Ph: +91 461 2352205
PSTS Bangalore: No;1403, 6th Main, E Block, AECS Layout, Kundanahalli, Bangalore - 560 037, Phone: +91 80 32472727
PSTS Kochi; II Floor, Plot No:27B, CAT II, Indira Gandhi Road, Willingdon Island Desom, Thoppumpady Village, Kochi Taluk,
Ph: +91 484 266 9130
PSTS Visakhapatnam: II Floor, Mohisin Estate, Block 304 No; 26-3-6, 75 Feet Road, Visakhapatnam 530 001, India Ph: +91 891 256 33885
Website; www.psts.in

Email; info@psts.in

PSTS Foundation:
PSTS Logistics Pvt. Ltd Chennai PSTS - CFS
(A strategic alliance between PHLS & The Vikasa School, Tuticorin
PSTS Heavy Lift & Shift Ltd
Central Warehousing Corporation)
Sundaram's Smile Play School, Tuticorin
PSTS Industrial Training School, Chennai