Quality in Port Cluster Development Case Study : Marca de Garantía of Valenciaport

1. Quality in Port Cluster Development Case Study: Marca de Garantía of Valenciaport

2. Quality in Port Cluster Development Index Introduction Background Description Summary of Key Messages

3. Quality in Port Cluster Development Index Introduction Background Description Summary of Key Messages

4. Quality in Port Cluster Development Introduction Potential of the hinterland / foreland 1 Intermodal structuring 3 Infrastructure and port facilities Expansion of the hinterland / foreland and load concentration The Port Authority of Valencia considers 6 strategic levers to achieve its strategic objectives Development of intermodal corridors Expansion of infrastructure and port areas Strengthen the inter-oceanic character and intermodal logistics platform, reaching 68 million tons. and 4 million TEUs in 2015 2 4 Development of logistics platform Valencia Port modernization and innovation Increased inter-oceanicconnection Excellence of port services 6 5 Logisticsservicesoffer Interoceanicnetworking

5. Puerto de Valencia ECOPORT • Quality in Port Cluster Development Introduction Marca de Garantía is one of the most relevant tools, related to the modernization and innovation levers, to help Valenciaport achieve the strategic objectives EFFICIENCYSERVICES LOGISTICS MARKETING VPI Logística Management model INNOVATION INFRASTRUCTURE ACCESSIBILITY ENVIRONMENT PORT-CITY RSC 5

6. Quality in Port Cluster Development Index Introduction Background Description Summary of Key Messages

7. Quality in Port Cluster Development Background Port final clients –shipping companies, importers/exporters-… PORT .... usually perceives the quality in a port in a combined manner, with little differentiation among its specific services

8. Quality in Port Cluster Development Background Final Client’s Main Requirements are: • Efficiency in operations and customs procedures • Safety and security • Reliability • Business information transparency • Costs • Are not directly controlled by Port Authorities

9. Quality in Port Cluster Development Background PORT AUTHORITY PILOTS TOWAGE MOORING STATE STOWAGE SOCIETY STEVEDORE COMPANIES SHIP AGENTS OTHER COMPANYS SHIP OWNER FORWARDERS Given the combined perception of port services quality and the existence of many different types of agents, the role of the Port Authority as a coordinator is key to guarantee the global quality of port services. CHARGER RECEIVER GOODS CUSTOMS BROKERS PORT CUSTOMS ROAD HAULIER

10. Quality in Port Cluster Development Index Introduction Background Description Summary and Key Message

11. ISO PROCEDURES RESULTING SERVICE CLIENT • Quality in Port Cluster Development Description Trigger Marca de Garantía Trigger CLIENT DESIRED SERVICE PROCEDURES

12. Quality in Port Cluster Development Description • What is Marca de Garantía? Is a Quality System that guarantees the delivery of global port services to final client (importers, exporters and shipping companies), through the compliance of specific quality standards • How do we ensure quality? Through the fulfillment of commitments, voluntarily assumed by port service providers. • Who regulates the System? the System is regulated by a Foundation that has the ownership of Marca de Garantía COMMITMENTS assumed by services providers Service GUARANTEES List of economic COMPENSATIONS to the final client in case of not compliance

13. Quality in Port Cluster Development Description The main objectives of the System are: To offer services with a recognized and guaranteed quality. To articulate and integrate the Port Community into a quality culture. To improve the competitiveness of Valenciaport against direct competitors. To defend the interest of the port, through groups related actions.

14. Quality in Port Cluster Development Description The Quality System is based on three axes: Quality Committee: Permanent advisory body composed by members representing each type of agent in the Port Community Marca de Garantía Quality System: Quality Manual that integrates the Principles (regulations of use) andProcedures The Foundation of Marca de Garantía: Iinstitutional title holder. SYSTEM COMMITTEE FMGPV

15. Quality in Port Cluster Development Towage Companies Mooring Companies Description Pilots Corporation Customs Brokers Ship Agents Port Operators Harbour Master’s Office Quality Committee Container Base Companies Port Authority of Valencia Stevedore Companies Port Customs House Hauliers Forwarding Companies Official Inspection Services

16. Quality in Port Cluster Development Description • It is the main system ensuring integral servicesto final clients from the port to their premises • Ship´s berthing according to schedule • Bill of lading 12 hours after ship departure • Preset times for container delivery • Shipprovisioningwithoutdelay • Transparentinvoice • Cargo Safety

17. Quality in Port Cluster Development Description • Some guarantees include throughputs commitments: • Vehicles assured unload productivity -1.000 vehicles (6 h) for unloading and 900 (6 h) for loading- • Fruit and vegetables assured minimum throughputs (1.500 pallets/day)

18. Quality in Port Cluster Development Description • The established Working Groups creates a continuous dynamic for the improvement of the services offered to the differenttypes of traffic

19. Quality in Port Cluster Development Description • Documented System certified by accredited institutions:

20. Quality in Port Cluster Development Description • Managed by an independent nonprofit organization that ensures impartiality and objectivity FOUNDATIONBOARD MARCA DE GARANTÍA DEL PUERTO DE VALENCIA AJUNTAMENT DE VALENCIA

21. Quality in Port Cluster Development Index Introduction Background Description Summary an Key Message

22. Quality in Port Cluster Development Summary and Key Message • Is an internationally recognized system, exportable and adaptable to the uniqueness of each port. Proven experience: Implemented in 8-port of six different countries. • Provides guaranteed services to the final clients, who will be economically compensated in case of non-compliance • Commercial tool • Exclusive and differentiating Project

23. Quality in Port Cluster Development Summary and Key Message • Encourages the less efficient players to improve its quality standards. • Establishes a permanent structure for the continuous and gradual improvement of global port services • Cultural Change • It was the trigger project for the effective and collaborative and integration of the Port Community

24. Quality in Port Cluster Development Summary and Key Message • Ports are complex systems, where a large number of agents interact through the delivery of a series of global port services. Therefore, all the different types of agents should be encourage in the definition of the “desired port” for the future. • A collaborative and consensus-based culture can create a platform for the exchange of best-practices and the commitment for the resolution of common problems. • This project should be led by the Port Authority, together with those key agents, that have a stronger commitment to satisfy and exceed clients expectations. • Cultural evolution: => From “INDIVUDUAL INTERESTS” to “COMMON GOALS”

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