Norfolk Marca de Garantia

VIRGINIA OPERATION PORT PLUS VALENCIAPORT MARCA DE GARANTIA CASE STUDY NORFOLK SEMINAR MARCH 2nd.
2012
Port Cluster Quality: Valencia case MARCA DE GARANTA (SEAL OF GUARENTEE): Quality Committee Valenciaport, origin, methodology of work and benefits reached
Norfolk, March 2nd. 2012
VIRGINIA OPERATION PORT PLUS VALENCIAPORT MARCA DE GARANTIA CASE STUDY NORFOLK SEMINAR MARCH 2nd. 2012
AGENDA
1. Valenciaport Marca de Garanta: Genesis.
1. How Valencia Port Authority concluded the need to set up and organize working groups (technical groups) together to Port Community? Which is the methodology of work of these technical groups? Identifiying the main working groups of the Valenciaport Quality Committee and the benefits. How to give the appropiate dynamism to the Valenciaport Quality Committee? Why?. Set up with CAF. Per Case. New applicants: Mexico and Brasil.
2. 3. 4.
2. Latin Amrica Marca de Garanta

1. 2. 3. 4.
AGENDA PART 1: VALENCIAPORT

1. How Valencia Port Authority concluded the need to set up and organize working groups (technical groups) together to Port Community? 2. Which is the methodology of work of these technical groups? 3. Identifiying the main working groups of the Valenciaport Quality Committee and the benefits. 4. How to give the appropiate dynamism to the Valenciaport Quality ?
3
CONTAINER TRAFFIC EVOLUTION IN SPANISH PORTS

5000000 A Corua Alicante 4500000
Almera
Avils Baha de Algeciras

4000000 Baha de Cdiz Baleares 3500000
Barcelona Bilbao
Cartagena
3000000
Castelln Ceuta
Ferrol-San Cibrao
2500000
Gijn
Huelva
Las Palmas
2000000
Mlaga
Marn y Ra de Pontevedra 1500000 Melilla

Motril
Pasajes 1000000 Santa Cruz de Tenerife

Santander Sevilla
500000
Tarragona Valencia
Vigo
0 1991 1995 1999 2003 2007 2011
Vilagarca
Source: Own, data from Puertos del Estado
THE GENESIS 1970-1985: Trying to be ahead of the demands (Pro-active vs Reactive)
New Markets, old port structures and agents Fast growth of markets and shipping industry. Competition: How to compete? Who where the competitors? Who was the client? What do they wanted? The above, whilst Spain was Changing (Democracy on 1976) 5
COMPETITION
PERCEIVED QUALITY
THE STRATEGY 1985-1995: Key: Quality perceived by the client

-
Clients point of view:

-
the Port as a whole, as one service
Pulling, Pushing, or just waiting?: More than Committees, investing time. Starting with the Port Community. Governance Leadership Knocking doors, attending events,
networking
QUALITY MEASURING AND BENCHMARKING

6
INTERNALLY: TOTAL QUALITY SYSTEMS (ISO 9000) EXTERNALLY: (PORT CLUSTER) ????
MATURITY 1995-2005: Evolution of the Port Community
ORCHESTRA CONDUCTORS
Evolution of the Business, the stakeholders The role of Leader
Being a referee
PORT CLUSTER:
integrating commerce, society, environmental.
Different Countries and Ports = different Legal Rules. At the end: PEOPLE, CULTURE. LEADERSHIP, again 8
Starting Conditions
Too many companies and associations
Key Ideas
Structuring the Port Community
Individualistic Positions Resistance to coordinated action
New Culture Awareness of Global Service to a Customer in common
Opaque Market
Transparent Market Mechanisms
VALENCIAPORT
4.500.000 teus
1976 2011
TEUS Handled
3.500.000 teus
VALENCIAPORT CLUSTER MILESTONES or OUTCOMES

PRIMERA
AMPLIACIN
FIRST PUBLIC CT TENDER
DEL PUERTO
IPEC CENTRO DE FORMACIN
MARCA DE GARANTA
OBSERVATORIO
RESPONSABILIDA D SOCIAL CORPORATIVA
2.000.000 teus
SEGUNDO ACUERDO PUERTO CIUDAD
PRIMER ACUERDO PUERTO CIUDAD
AUTOVA MADRIDVALENCIA
MASPORT EFICONT
Teus Series1
SIC
FUNDACIN VALENCIAPORT
EDI
ECOPORT
AMERICA S CUP
1982 1978
1986
1990
1991
1994
1985
SAGUNTO Y GANDIA PARTE DE LA APV
1997
1998 2000
PUERTO SECO COSLADA
2001 2002
2004
2005 2006
2007
2009
2008
ESTATUTO DE AUTONOMA
NUEVA TERMINAL PBLICA DE

CONTENEDORES
PLAN
ESTRATGICO
MSC TERMINAL DEDICADA
2015
VALENCIAPORT PCS.NET
F1
Hinterland
Direct area of influence

Within a 350 Km radius from Valencia: 55% of Spains GNP 51% of the countrys working population 42% of the territory 57% of exports by sea 36% of imports by sea Extended
A 2000 Km radius from Valencia comprises Spain, Portugal, France, Italy, Morocco, Algeria and Tunisia, jointly representing: 4,386 billion dollars in GDP 241 million inhabitants 1,916 billion dollars in trade
Connectivity
Diversion from main east-bound/west-bound deep sea routes

(Calculated in hours)
the process of decision-making and the process by which decisions are implemented (or not implemented). how an organization controls its actions. governance describes the mechanisms an organization uses to ensure that its constituents follow its established processes and policies.
Source: UNESCAP.
13
Good Governance
Good governance has 8 major characteristics. It is participatory, consensus oriented, accountable, transparent, responsive, effective and efficient, equitable and inclusive and follows the rule of law.
Source: UNESCAP.
14
Participatory
Participation could be either direct or through legitimate intermediate institutions or representatives.
Source: UNESCAP.
15
Rule of Law
Good governance requires fair legal frameworks that are enforced impartially.
Source: UNESCAP.
16
Transparency
Transparency means that decisions taken and their enforcement are done in a manner that follows rules and regulations. It also means that information is freely available and directly accessible to those who will be affected by such decisions and their enforcement.
Source: UNESCAP.
17
Responsiveness
Good governance requires that institutions and processes try to serve all stakeholders within a reasonable timeframe.
Source: UNESCAP.
18
Consensus Oriented
There are several actors and as many view points in a given cluster. Good governance requires mediation of the different interests in cluster to reach a broad consensus on what is in the best interest of the whole cluster and how this can be achieved. It also requires a broad and long-term perspective on what is needed for sustainable development and how to achieve the goals of such development.
19
Source: UNESCAP.
Equity and inclusiveness

Ensuring that all its members feel that they have a stake in it and do not feel excluded from the mainstream of the group.
Source: UNESCAP.
20
Effectiveness and efficiency

Good governance means that processes and institutions produce results that meet the needs of the cluster while making the best use of resources at their disposal. The concept of efficiency in the context of good governance also covers the sustainable use of natural resources and the protection of the environment. There is surely nothing quite so useless as doing with great efficiency what should not be done at all (Druckner). Efficiency is doing things right; Efficacy is the Capacity to produce an effect; Effectiveness is doing the right things (the expected effect)
Source: UNESCAP.
Accountability
Accountability is a key requirement of good governance. Not only governmental institutions but also the private sector and civil society organizations must be accountable to the public and to their institutional stakeholders. Who is accountable to whom varies depending on whether decisions or actions taken are internal or external to an organization or institution.
Source: UNESCAP.
It involves taking responsibility for your own actions and being able to explain them
22
Port Clusters exist, no matter Port Authorities consider them or not, and Cluster are the best grouping level for ports to measure their stakeholders acceptance or satisfaction.
Source: JADE Software
Port Clusters exist, and it is how, most probably, the customers of the port see it. They do not have to know how the Port Community it works in details. The Port as a whole.
24
Port Authority: Cluster Manager?
25
Seaport Cluster: Leadership, a must for thePort Authority What is the ROLE of the PORT
AUTHORITIES
Existential options
Supporting role Fully-fledged partners in logistics chain Dissapear

2
Fuente: Patrick Verhoeven, ESPO Secretary General
What determines the strength of a chain?
!
... The weakest link
Thus, PA must to ensure the proper functioning of the Cluster/Supply Chain
*Ver la Teora de Restricciones de Eliyahu M. Goldratt
Stakeholder quadrant
PORT STAKEHOLDERS
The more people you affect, the more likely it is that your actions will impact people who have power and influence over your projects. These people could be strong supporters of your work or they could block it.
Power/influence of stakeholders
SOURCE: www.stakeholdermap.com
Interest of stakeholders
Port Governance / Performance
Port Governance Models
= inputs
= product of
Measurement?
Fuente: Brooks, M, Pallis, T. (2008)
Port Governance / Performance
DEFINITION DEFINITION
If you cannot measure it, you cannot control it. If you cannot control it, you cannot manage it. If you cannot manage it, you cannot improve it.
Harrington, 1991
The term is relatively new but the concept is as old as itself
Industrially a business can live or die depending upon how well it benchmarks.(David Hutchins Intnl Quality College)
EFICIENCY, EFFICACY AND EFECTIVENESS
Processes deliver OUTPUTS If you were running a Project, youd probably call it a Deliverable
An OUTCOME is a level of performance, or achievement. It may be associated with the process, or the output. Outcomes imply quantification of performance.
WHAT THE KPIs HAVE TO MEASURE

RESOURCES USED
EFFICIENCY E C O N O M E F F I C A C
ACHIEVED RESULTS
GLOBAL IMPACT ACHIEVED

E F F E C T I V E N E S S
From input and output measures to quality and outcome measures, or, from the user in the life of the library to the library in the life of the user
AVAILABLE RESOURCES
EXPECTED RESULTS
GLOBAL IMPACT EXPECTED

1. How Valencia Port Authority concluded the need to set up and organize working groups (technical groups) together to Port Community? 2. Which is the methodology of work of these technical groups? 3. Identifiying the main working groups of the Valenciaport Quality Committee and the benefits. 4. How to give the appropiate dynamism to the Valenciaport Quality Committee?
33
Quality System Marca de Garanta

Main Pillars ?
1. Fundacin Marca de Garanta: Owner of the Quality System Marca de Garanta till 2011. From 2012, Valencia Port Authority.
2. Marca de Garanta Quality System: Use Regulations and Procedures
3. Consejo de Calidad (Quality Committee): Organ of

Government of the Marca de Garanta.
SOURCE: Marca de Garanta Puerto de Valencia
Which is the Organism where the Quality System issues are defined?
Quality Council
Who are the Members?
Representatives of all the groups of the Port Community

Which are its functions?
Participate in the Working Groups, determine the commitments and guarantees, approve the use authorizations, propose actions and training programs
The Quality Council is integrated by

Pilots Corporation Ship Agents Harbour Masters Office Port Authority Of Valencia
Towage Companies
Mooring Companies Customs Brokers Port Operators
Container Base Companies Stevedore Companies Forwarding Companies Official Inspection Services Hauliers
Port Customs House
We site under upgrade.
There are also General Agreements that every company that is part of the Port Community Seal of Quality System has to comply, and these are as follows:
Fulfilment of rules and agreements Common computer systems Promotion of training activities Promotion of quality systems Invoicing transparency Reliable information
Regarding the Compensations for non- fulfilment that you asked for:
Berthing Guarantee
10-15% of Tariff T-I function of the delay 10-15% of Tariff T-I function of the delay 60 per unsealed container 60, 30 or 15 for each container delivered late or not shipped on the scheduled vessel 12 for each B/L not delivered at time
Provisions Guarantee
Cargo Safety Guarantee Container Movements Guarantee Delivery of B/L Guarantee
What does the Seal of Quality offer to Clients?
Quality levels determined and guaranteed.

Possibility of working with commited companies with the Quality and recognized by a prestigious organism: Seal of Quality Foundation Possibility of claim and compensation in case of non-fulfilment
What does the Seal of Quality offer to the Users the companies that are part of the Sytem-? Marketing tool. Competitive advantage against the competence
Full Integration within the Port Community Continuous Internal Improvement Advantages of the Seal: Training and Promotion
Which effects cause in the Port? Commercial Tool. Exclusive Project Tool of internal and external pressure The less efficient become more dynamic Progressive improvement of the quality service Continuous improvement
The Seal of Quality has become the catalytic project for the cohesion of the Port Community
THE QUALITY COMMITTEE AND ITS WORKING GROUPS

COMPOSITION OF THE QUALITY COMMITTEE OF VALENCIA PORT
More than 30 people: - Representing Port Authority (Chairman and Secretary at least) - Representing other Public Bodies: (Customs, Inspection bodies, Maritime Authorities, Police, etc.) - Representing Port Operators and Port Agents (Ship Agents, Stevedoring Co., Custom Agents, FFs, Hauliers, Depots, etc.) - Representing Labour - El Defensor del Cliente (Ombudsman) - Marca de Garanta Manager.
42
FUNDACIN PROPIETARA MARCA
FUNCIONAMIENTO DE LA MARCA DE GARANTA
COMISIN EJECUTIVA
RECLAMACIN Defensor Cliente FVQ
CLIENTES
GERENCIA
Audita: Infoport Certifica:SGS,etc . CERTIFICACIN
EMPRESAS Y ORGANISMOS DE LA MARCA
CONOCEN GARANTAS
CONSEJO CALIDAD
ESTNDARES PROCEDIMIENTOS CDIGO CONDUCTA

43/
Working Groups
The Quality Committee will set up as many Working Groups as needed (internal or external demand). Working Groups can be related to Port services or Logistics issues that go beyond port limits. So, the demand for a new Working Group may come not only from the members but from any stakeholder, and as to be discussed in the Quality Committee. All the Working Groups depend on the Quality Committee.
In case of failure: The Client

Claim to the Ombudsman Always has the right to a writen answer He gets compensation if it is the case
In case of failure: Marca de Garanta

Ombudsman passes the claims to the Manager of the MG The Manager check it, and if it is the case, then he starts with a sanction procedure The Manager informs the Quality Committee
Quality in Port Cluster Development, Seal of Guarantee
The Idea: EFFICACY and EFFECTIVENESS

ISO
RESULTING SERVICE
PROCEDURES
CLIENT
Marca de Garanta
CLIENT
DESIRED SERVICE
PROCEDURES
Quality in Port Cluster Development, Seal of Guarantee
Description
What is Marca de Garanta? 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 Garanta
COMMITMENTS assumed by services providers
Service GUARANTEES
List of economic COMPENSATIONS to the final client in case of not compliance
PCS: The tool for Cluster Control
SOURCE: Valenciaport
48

49
Working Groups:
Commission of Transport and Stevedoring Official Inspection Services

Traffic of New Vehicles
Invoicing Guide
Permanent Commission Cargo Safety Guarantee Emergencies Coordination

Rail Services
Guarantees Revision
Armonization of Procedures

Fruit and vegetable Traffic
Short Sea Shipping
Iron and Steel Traffic
Technological Innovation
Regarding to the examples of the Seal of Quality Program that you requested, the System guarantees the following global port services: Berthing of Vessels: Mooring and casting off. The vessels should be berth on the agreed time in order to begin the operations as scheduled Vessels Surveyors Services. Surveyors vessel services will be delivered mean while cargo operations are taking place, and therefore berthing will not be overstayed Merchandise Safety. Container merchandise is delivered to final client assuring cero defaults. Container Delivery. Assuring containers delivery on final client destination at the agreed time Citric Fruit Traffic. Assuring 1500 pallets loading/unloading throughput Vegetables Traffic: Assuring 1500 pallets unloading throughput Container Transshipment: Embarking the container in the first available vessel Facilitating the Bill of Landing: Delivery within 12 working hours once the vessel has departure Automobile Traffic. We are collecting data in order to guarantee throughputs of 1000 vehicles unloaded per working day and 900 vehicles loaded per working day SOURCE: Marca de Garanta Puerto de Valencia
Quality in Port Cluster Development
It is the main system ensuring integral services to final clients from the port to their premises
Ships berthing according to schedule Ship provisioning without delay Cargo Safety
Bill of lading 12 hours after ship departure
Preset times for container delivery
Transparent invoice
Quality in Port Cluster Development
Some guarantees commitments:
include
throughputs
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)
Sagunto Port working groups (examples)
New cars import (discharge, classiffication)
Tallying
Labour Committee
Outturn Report
Logistics of the siderometalurgical
Perishables handling
55
IMPROVING HUMAN RESOURCES PEFORMANCE USING PCS

Nmero de clasificadores segn Marcado establecido
DEFINITION DEFINITION
7 6 5 4 3 2 3 2 1 0 0% 10% - 0% 0 0 0 50% 60% - 50% 70% - 60% 80% - 70% 90% - 80% 100% - 90% 100%
20% - 10% 30% - 20% 40% - 30% 50% - 40%
% de marcados establecidos
% de Marcados establecidos segn clasificador

100% 69% 50% 100% 100%
65% 46% 31% 36% 35% 20% 50% 50% 33% 22% 11% 0% 36 39 41 43 44 50 51 52 65 69 70 73 81 91 95 96 99 11% 33% 20% 40% 36%
39%
19% 9% 0% 1 2 7 9 0% 20%
27% 17%
0% 15%
17%
56
13
12
15
22
23
24
27
28
29
32
34
N de chapa del clasificador
35
57

58
Valenciaport Experience
AT THE BEGINNING
CONSULTANT
EXPERT IN QUALITY
UNEXPERT IN PORTS
VPA TEAM
EXPERT IN PORTS
UNEXPERT IN QUALITY
Valenciaport Experience
VPA AS A CONSULTANT??
? ? ?
INITIAL THOUGHT
61
Leadership, Team
Valenciaport, Mar. 2011. 62
AGENDA
1. Valenciaport Marca de Garanta: Genesis.
1. How Valencia Port Authority concluded the need to set up and organize working groups (technical groups) together to Port Community? Which is the methodology of work of these technical groups? Identifiying the main working groups of the Valenciaport Quality Committee and the benefits. How to give the appropiate dynamism to the Valenciaport Quality Committee? Why?. Set up with CAF. Per Case. New applicants: Mexico and Brasil.
2. 3. 4.
2. Latin Amrica Marca de Garanta

1. 2. 3. 4.
63
64
SOURCE: JULIAN VILLALBA, CAF, 2008
65
66
67
68
CAF FMGPV 25% FVP 25%
Fundadores
50%
A.L.C.P.
Titular logo
CONSEJO DIRECTIVO
Constitucin 2 de abril de 2007

GERENTE GENERAL
CONSEJO ASESOR EXPERTOS
DIRECTOR TCNICO
COLOMBIA
FCCP
ECUADOR FECP noviembre 07
PER FPCF junio 08
VENEZUELA FVCP
julio 07
MG CTG
07/07
MG GYE 11/07
MG LIM
06/08
MG BUN
SAGUNTO
VALENCIA
Altamira
Programa de Calidad de los Servicios Portuarios
Barranquilla Buenaventura Guayaquil
Santa Marta Puerto Cabello
Cartagena
Asociacin Latinoamericana de Calidad Portuaria

Fortaleza
El Callao
PERU MARCA DE GARANTA
71
Facilitar la articulacin y eficiencia de sus servicios en el mbito martimo, fluvial y lacustre aportando valor y competitividad a las cadenas intermodales y logsticas de mercancas y pasajeros para un mejor desarrollo sostenible de la nacin. Infraestructuras y Conectividad Cadena de Suministro Fortalecimiento Marco Institucional del SPN Servicios portuarios E.2 Integracin Puerto-Ciudad
E.1 Crecer en la actividad portuaria con la rentabilidad

adecuada, posicionndose como la plataf orma logstica ms competitiva en la C.O. de Sudamrica potenciando el Puerto del Callao como Hub martimo-portuario
Integrar con sostenibilidad el territorio para lograr un modelo social responsable, cohesionado y justo
C.1 C.2
Clientes de negocio
Adecuar la of erta de servicios
Entorno
C.4 C.5
Ampliar el respaldo ciudadano
Of recer precios competitivos
C.3 Asegurar la calidad

de los servicios
Minimizar impacto medioambiental
C.6
Minimizar incidentes seguridad y proteccin
P.1
Incrementar las conexiones martimas y f luviales
P.2
Adecuar la of erta de servicios logsticos
P.3
Asegurar la ef iciencia de los servicios portuarios Fomentar desarrollo sostenible de ZALES
P.4
P.5
Integrar seguridad y proteccin
Promover el trf ico de pasajeros y de cruceros Fomentar la integracin Puerto-Ciudad
P.6
Mejorar la accesibilidad terrestre (Intermodalidad)
P.7
Fomentar desarrollo sostenible de inf raestructuras portuarias
P.8
P.9
Supervisar cumplimiento medioambiental
P.10
R.3 Liderar el Clster R.1

Promover la actualizacin del marco jurdico SPN
R.6 R.5
Promover capacitacin RRHH
R.2 Af ianzar el uso de

tecnologas de la inf ormacin
Portuario
Fomentar alianzas y convenios
R.4
R.7
Impulsar el Modelo de Relacin (APRs)
Establecer sistemas de coordinacin y simplif icacin
72 72
SOURCE: APN Per
Callao (Per) Case: Samples of the SLA
73
Callao (Per) Case: Samples of the SLA
74
ETAPA
Inicio Planificacin
HITO
FECHA
Conformacin Consejo Calidad Ene 2005 del Puerto del Callao Elaboracin de Manuales - Flujo de la nave Mar 2007 - Flujo del contenedor de importacin Sep 2007 - Flujo del contenedor de exportacin Elaboracin del Reglamento de Uso y Procedimientos Ene 2008 Pruebas de Garantas Jun 2008 Ago 2009
Pruebas
Auditorias
Inicio de auditoras a empresas Ene 2009 para autorizar uso Marca Implementacin El sistema se implementar Feb 2009 gradualmente iniciando con un periodo de adaptacin y pruebas a partir de Feb 2009
Callao (Per) Case: Marca de Garanta Implementation
75
CRONOGRAMA DE TRABAJOS PROYECTO DE MEJORA "EL LIDERAZGO DE LA APN EN LA COMUNIDAD PORTUARIA"
ITEM
TAREA
18-oct
25-oct
27-oct
05-nov
08-nov
20-nov
1 Remitir cuadro consolidado de stakeholders a direcciones y oficinas desconcentrada para revison y conformidad 2 Revision y conformidad areas y oficinas desconcentradas
3 Solicitud de identificacion de actividades que interrelacionan a areasy ods con los stakeholders de los niveles 3 y 4 segun el cuadro de los mismos 4 Respuesta areas
Solicitud de reunion de cada area con los stakeholders niveles 3 y 4 e identificacion de sus necesidades y procesos criticos
Respuesta areas Solicitud conformacion grupos tecnicos para procesos criticos priorizados + elaboracion actas y cronogramas
Trabajo continuo
Seguimiento grupos tecnicos
Trabajo continuo
Callao (Per) Case: Marca de Garanta, improvement project Leadership of APN)
76
MXICO MARCA DE GARANTA
77
Programa de Calidad de los Servicios Portuarios. Puerto de Altamira
Altamira Port Authority: Background
API Altamira looking for:

Implementation of a Quality System for the Port looking for improving the Competitiveness Creating a Culture of Coordination and Cooperation among the different members of the Logistic Supply Chain (From I to WE) Improving the Quality of the Port Services . Better Quality Service Level Agreements to the Final Client.
79
Objectives
Designing a Global Quality program for the Port Services in a way that: a) Structure the Port Community (Cluster), b) Improve the level of the services given to the final clients: Shipping Lines and Importers/Exporters Thus creating a specific structure that promote, manage and monitor their correct application, such as a Quality Manual for the procedures of the port logistics chain, and that incorporates a process reengineering.
80
Phases
Phase 1: Diagnosis and Institutional Set Up Phase 2: Process Reengineering, development of procedures, and stablishment of guarantees
81
Planning of the Project

Seminario 2 Visita 2 Seminario 1
Consejo Calidad Grupo de Impulso Grupos Trabajo Procedimiento s Manual Calidad Sistema Calidad
Visita 3
Garantas
TITULAR
Visita 1
Caracterst.REGLAMENTO Servicios Reingenier a de procesos Demandas clientes
Autoridades Asociaciones
Administrado r
Dtor.Calidad API MG PV Promotor Lder puerto Apoyo institucional
Comunidad Portuaria
Equipo lder
Modelo/
Diagnstico 1 2
82
3 4 5 6 7 8 9 10

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VIRGINIA OPERATION PORT PLUS VALENCIAPORT MARCA DE GARANTIA CASE STUDY NORFOLK SEMINAR MARCH 2nd.

2. Latin Amrica Marca de Garanta

AGENDA PART 1: VALENCIAPORT

CONTAINER TRAFFIC EVOLUTION IN SPANISH PORTS

Avils Baha de Algeciras

Marn y Ra de Pontevedra 1500000 Melilla

Pasajes 1000000 Santa Cruz de Tenerife

0 1991 1995 1999 2003 2007 2011

Source: Own, data from Puertos del Estado

THE GENESIS 1970-1985: Trying to be ahead of the demands (Pro-active vs Reactive)

THE STRATEGY 1985-1995: Key: Quality perceived by the client

Clients point of view:

the Port as a whole, as one service

QUALITY MEASURING AND BENCHMARKING

MATURITY 1995-2005: Evolution of the Port Community

Evolution of the Business, the stakeholders The role of Leader

integrating commerce, society, environmental.

Structuring the Port Community

Individualistic Positions Resistance to coordinated action

New Culture Awareness of Global Service to a Customer in common

Transparent Market Mechanisms

VALENCIAPORT CLUSTER MILESTONES or OUTCOMES

FIRST PUBLIC CT TENDER

RESPONSABILIDA D SOCIAL CORPORATIVA

SEGUNDO ACUERDO PUERTO CIUDAD

PRIMER ACUERDO PUERTO CIUDAD

NUEVA TERMINAL PBLICA DE

MSC TERMINAL DEDICADA

Direct area of influence

Diversion from main east-bound/west-bound deep sea routes

Equity and inclusiveness

Effectiveness and efficiency

Source: JADE Software

Port Authority: Cluster Manager?

Supporting role Fully-fledged partners in logistics chain Dissapear

Fuente: Patrick Verhoeven, ESPO Secretary General

What determines the strength of a chain?

Port Governance / Performance

Port Governance Models

Fuente: Brooks, M, Pallis, T. (2008)

Port Governance / Performance

EFICIENCY, EFFICACY AND EFECTIVENESS

WHAT THE KPIs HAVE TO MEASURE

GLOBAL IMPACT ACHIEVED

GLOBAL IMPACT EXPECTED

AGENDA PART 1: VALENCIAPORT

Quality System Marca de Garanta

3. Consejo de Calidad (Quality Committee): Organ of

SOURCE: Marca de Garanta Puerto de Valencia

Representatives of all the groups of the Port Community

SOURCE: Marca de Garanta Puerto de Valencia

The Quality Council is integrated by

Mooring Companies Customs Brokers Port Operators

Port Customs House

SOURCE: Marca de Garanta Puerto de Valencia

We site under upgrade.

SOURCE: Marca de Garanta Puerto de Valencia

Cargo Safety Guarantee Container Movements Guarantee Delivery of B/L Guarantee

SOURCE: Marca de Garanta Puerto de Valencia

What does the Seal of Quality offer to Clients?

Quality levels determined and guaranteed.

SOURCE: Marca de Garanta Puerto de Valencia

SOURCE: Marca de Garanta Puerto de Valencia

THE QUALITY COMMITTEE AND ITS WORKING GROUPS