Royal Vopak

Royal Vopak is the world's largest independent tank storage service provider, specialized in the storage and handling of liquid chemicals, gasses and oil products. With 400 years of experience in the business, the company provides a critical link in the energy supply chain through a network of 80 terminals in 31 countries.

While Vopak already has a strong culture of Safety and Operational Excellence, it is now building a superior service culture in order to truly exceed customer expectations and create an even more loyal customer base. Starting in Asia, the company needed a program that was effective across a highly diverse region and valuable to employees at all levels within the organization.

Vopak started with a Service Leadership Workshop for its top team in Asia. A series of Managers Workshops were also deployed to teams across the region, before UP! Your Service programs were deployed in 6 languages at 20 terminals in 9 countries. 80% of employees across Asia and Australia, plus selected contractors and security staff, have participated in workshops within five months.

“The programs are working well across cultures and languages – from Singapore, Malaysia, Thailand, Indonesia and Vietnam to Pakistan, Korea, Japan and Australia,” says Edwin Ebrahimi, Regional Service Excellence Manager at Vopak Asia. Service improvements in key business processes are now communicated more quickly and implemented across the region more easily. Vopak is building a sustainable competitive advantage that is hard for competitors to match.