Petchem Customer Service

MOL Group Petrochemicals puts outstanding attention to the quality of its products and services in 9 countries, through its own sales network and in more than 40 countries where its products are sold.

At the Petrochemicals division, we have set the goal of achieving business excellence by putting quality first throughout our operations.  We continually strive to develop the quality of our products and services to meet the expectations of our customers, legal regulations, European Union requirements and the challenges of the market-place.

We operate an independently certified quality management system in the business units of  the division, including the production of monomers and polyolefin through product development to sales.

Our development projects attach high priority to using safe, environmentally friendly and healthy processes and solutions also in the distribution of products and pay special attention to meeting the requirements of our key accounts.

We provide support to our customers for processing our products and our Technical Service unit deliver technical assistance on site if problems arise.

 

We constantly have our products validated by external rating institutions to certify that they meet safety requirements for plastics according to international standards (e.g. food, drinking-water, pharmaceutical safety requirements).

Customer satisfaction survey

MOL Petrochemicals regularly (annually) conducts a customer satisfaction research using a sample size of 400-550, which is chosen from among the most important Hungarian and European partners of TVK and SPC. The objectives of this analysis are to monitor the satisfaction level of our partners, to discover the companies’ strengths, identify areas in need of development and to track trends in performance.

In the autumn of 2010, we conducted the satisfaction research using a sample size of 551. Similarly to last years’ results both companies show an outstandingly good performance in terms of keeping contact with customers. High level of customer satisfaction is reflected in the areas of contact personnel and technical advisory. We can see that product quality and price policy are among the strengths again. The areas in need of improvement are ordering and logistics related fields.

Looking at the trend results, both companies managed to keep their positive image in the majority of the areas and achieved even higher results.

Product portfolio

Our product portfolio is being optimized continuously. One of the guiding principles of the product portfolio development project was to harmonise SPC and TVK production through the introduction of a new market driven portfolio designed to meet customer requirements more efficiently, and to set up a new direction towards sophisticated products. Developing the product range improves customer loyalty and helps to build up a stable and reliable customer portfolio. Efficiency improvements may not only be observed in effectively meeting customer demand, but also reduction of the number of grades in the portfolio helps to reduce production complexity, prolong production cycles and produce less off-grade materials. 

During the past years we have implemented several technical innovations and technological developments. As a result, now we can more flexibly and quickly react upon changes in customers’ demands.

Based on market demands and following the analysis of our competitors’ products we have developed new competitive products and further developed also several existing products. Our goal is to develop a more competitive product portfolio through producing, in addition to the so-called „commodity+” „tailor made” products designed specifically for our costumers’ needs and offering added value.