Who Will Pick Up Your Calls After Office Hours ?

After office hours and during holidays, Merak plant operators support Air Products Indonesia to pick up customers' phone calls. This enables Air Products Indonesia to respond better towards your emergency situations to all of API customers who make phone calls to 0-800-100-8000 for ordering products, making complaints, asking for technical assistance, and other services.

So whenever you call 0-800-100-8000 before 08:00 a.m., after 05:00 p.m., or during weekends and holidays, your phone calls will be answered by the following gentlemen :

CIO-Asia Honors Air Products' E-Business & Collaboration Strategies with CIO 100 Award

For months, our customers and business associates have been impressed with the variety of collaborative tools they can use to conduct business with Air Products.

News from our Singapore office is that CIO-Asia magazine also liked what they saw, recognizing Air Products as one of its CIO 100 Honorees for our Business Alliance Environment (BAE) program. This award positions Air Products Asia as one of the Top 100 Asian companies to successfully integrate new technologies into its products and services offerings.

"In today's economic climate, our employees are finding it essential to use e-business tools and knowledge management practices to serve our customers," explained Andrew Ang, regional manager / Asia. "They add value, strengthen our relationships, and display the strategies and practices that differentiate us from our competitors."

The entry highlighted our increased collaboration and knowledge sharing vehicles such as Web Conferencing through PlaceWare and Project Workspaces through eRoom. Business partners can also gain Intranet Access through a secured transaction area-our Business Alliance Environment.

Our growth model is built around working with knowledgeable people in their own locations. Collaborative project like the BAE bring our employees, customers and business partners together in ways that weren't available even just a few months ago, truly making Air Products the Best Company to Buy From.
(Contributed by Tom Yencho, Corporate Communications)

Air Products Indonesia (API) Customer Loyalty Survey

API cares for its customers. Therefore, API held Customer Loyalty Survey to improve its performances. This survey is also a part of ISO requirements which has to be carried out by API to make improvements of customers' requests and complaints. It was the second survey API performed. The first survey was more focused on Customer Satisfaction. API will do surveys based on regular basis. The survey is one of the tools of API to measure its commitment to build lasting relationships with its customers.

Customer Loyalty Survey was aimed to measure Customer Loyalty based on customers' satisfaction towards API services, customers' willingness to maintain their businesses with API, and to suggest their business partners to have business with API. The survey was global and integrated with Air Products and Chemicals, Inc. (API's parent company). The period of Customer Loyalty Survey execution started from 15 November 2002.
API sent the questionnaires to four hundred ( 400 ) customers. The result was 67.5 % of four hundred
( 400 ) customers responded.

After some analysis were done, it showed :

Merak Plant began more than 10 years ago as the starting point of Air Products Indonesia. The anniversary celebrated in October 2002 was especially meaningful since the plant also marked ten years with zero lost time due to accident.

Situated at the Sundanese Strait coastline, a place famous for its Krakatau Volcano, the ASU and H₂ plants' construction work was started in 1989 in order to satisfy the N₂ and H₂ supply contract to PT PENI (BP Group).

In November year 2001, API Bambe plant in Surabaya was audited by KEMA Certification Agency from the Netherlands and it passed the audit after one week closure of all non-conformity findings. API first ISO 9001:2000 Certificate was published by KEMA in January year 2002. Starting from January year 2002, API prepared itself to get ISO Certificate for its 10 other locations; Merak, Cikarang, Tegal, Semarang, Yogyakarta, Bambe, Gresik, Malang, Banyuwangi, and Jakarta head office. For almost six (6) months all locations had prepared themselves to start implementing ISO. Finally in June until July year 2002 for about fifteen (15) days, all of the locations have been audited by KEMA. KEMA announced API’s passing the audit after all minor non-conformities were settled by July year 2002. The certificate from the Netherlands was published on August 15, 2002 after going through the process of editing and administratively reviewed. The KEMA registration number is 2009855. Every six (6) month, API will be audited by KEMA to make sure that whatever we are doing follows ISO 9001:2000 regulations.

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