Service Quality is one of the basic strategic factors taken into account by the Port Authority of Valencia in its aim to consolidate itself as the leading interoceanic port in the Mediterranean.
The quality levels of all three ports managed by the Port Authority of Valencia have a twofold focus, both external and internal, depending on whether they concern the Port Community or the Authority itself.
The external aspect of quality at Valenciaport refers to quality management in the Port Community, where all the various groups comprising this community (Port Authority, freight forwarders, shipping agents, stevedores, hauliers, official services, etc.) form part of the same process, which provides a specific service to the end customer, i.e. the shipping line, importer or exporter. As a result, customers receive one single perception of the quality of services provided as an indicator of the efficiency of the port as a whole.
Bearing this perception in mind and with the aim of satisfying the needs of our customers, the Port Authority of Valencia promoted the creation of a Quality Mark.
This Quality Mark is an innovative quality seal registered and recognised internationally and is now one of the cornerstones on which Valenciaport and companies in the Port Community base their commitment to providing their customers with the highest quality services. The Quality Mark gives customers an efficient tool to guarantee the quality of their commercial transactions.
The guarantees offered to port users in Valencia and Sagunto are defined by their respective Quality Committees, in which all institutions and associations of each port are represented.
These committees approve the creation of working groups actively concerned with the improvement of operations for each type of traffic and establish the corresponding service quality guarantees.
The quality commitment as defined by the Mark includes the following warranties:
- Berthing of vessel as scheduled (Valencia and Sagunto)
- Supplies delivered to vessel without delay (Valencia and Sagunto)
- Safe arrival of goods at customer facilities (Valencia)
- Delivery of containers at the agreed time (Valencia and Sagunto)
- Fast processing of bills of lading (Valencia and Sagunto)
- Containers shipped on the agreed vessel (Valencia)
- Result of Offloading/Outturn Report 2 days after operations have been completed (Sagunto)
For more information www.marcagarantia.com
Internal quality at PAV = Continuous Improvement
The internal quality mechanism is concerned with the development and maintenance of Quality Management Systems and the control and follow-up of quality in the organisation via the development of specific projects, internal improvement groups and support for other organisational units requiring quality support.
In this regard, the Port Authority of Valencia has established the following lines of action intended to promote continuous improvement in all aspects of its activities:
1. Certifiable Systems
Quality Management Systems based on ISO 001:2008 PAV norm
ANFAC – OPPE Quality System. Port of Valencia Certificado.pdf
ANFAC – OPPE Quality System. Port of Sagunto Certificado.pfd
2. Internal Improvement Groups
Internal Improvement Groups are the instrument used by the PAV to address improvements in internal processes by creating multidisciplinary teams.
3. Services Directives
These are derived from Act 48/2003 on the improvement and efficiency of processes and as referential elements for state-promoted rebates on port tariffs linked to increasing the quality of services being provided. Royal Legislative Decree 2/2011 made advances in this area, changing and extending the regulations while maintaining the same focus.
The Service Directive establishes the level of service a customer can expect (quality characteristics of the service) and the aspects that must be checked so as to ensure compliance with said characteristics. Certification aims to ensure the quality of services provided based on the characteristics of the service established specifically for each of the services, meaning that the certifying body checks whether the services conform to the characteristics established in the Service Directive before issuing the certification or corresponding mark.
- Shipping Company Service Quality reference standard
- Container Traffic Service Quality reference standard
- Conventional General Cargo Traffic Service Quality reference standard
- Solid and Liquid Bulk Cargo Traffic Service Quality reference standard
- Ro-Ro Cargo Traffic Service Quality reference standard
- Vehicle Cargo Traffic Service Quality reference standard
- Cruiser Traffic Service Quality reference standard
- Criteria for the application of Service Quality reference standards for handling multi-purpose cargoes
- Pilotage Service Quality reference standard
- Tugboat Service Quality reference standard
- Berthing and Unberthing Service Quality reference standard
- Vessel-Generated Waste Reception Service Quality reference standard
- List of Certifiers by reference standard