How promises turn into verifiable commitments

Everyone promises quality, but Hapag-Lloyd goes the extra mile. The shipping company has defined ten quality promises that constitute premium service in container shipping. To their word, the company is changing its structures, systems and operational processes. A Quality Promise Dashboard, which measures service transparently using precise key performance indicators, has been introduced worldwide. This approach offers the ideal starting point for positive communication. We have provided support.


Worldwide quality leadership. With clear aims, clear performance parameters and communication that credibly and earnestly conveys the path to quality leadership. Internally and externally – cross media via all channels.

Approach and result

Hapag-Lloyd delivers the structural basis for its quality offensive and confidently manages the required changes in its systems and processes – worldwide. The company plans communication measures for the long-term. Thus far, we have provided support with a video about the new quality service centre in Mauritius, a PowerPoint presentation for customers, a one-pager on the first performance promises, press releases, etc.