Tarragona Port Authority’s Quality Management System (QMS)
The Port Authority has implemented a Quality Management System (QMS) aimed at managing the processes and the resources needed to contribute value to its activities and to increase customer satisfaction, both internal and the external ones (Port Community, end customers, etc.), by applying the system effectively, with the goal of continuous improvement and ensuring conformity with customers’ requirements as well as applicable legal and regulatory requirements.
Various certifications attest to the effectiveness of the QMS, both those obtained by the Port Authority (ISO, Service reference standards) and those obtained by the Port of Tarragona’s various maritime terminals based on Service quality reference standards for various kinds of traffic and for Port Services in accordance with Service quality reference standards that are applicable, approved by the TAP’s Board of Directors.
Various certifications attest to the effectiveness of the QMS, both those obtained by the Port Authority (ISO, Service reference standards) and those obtained by the Port of Tarragona’s various maritime terminals based on Service quality reference standards for various kinds of traffic and for Port Services in accordance with Service quality reference standards that are applicable, approved by the TAP’s Board of Directors.
Mission
To contribute sustainably to the economic and social development of its environment, strengthening the Port's relationship with the territory.
Values
The organization undertakes to act with integrity and leadership, promoting sustainability and social and environmental responsibilityas fundamental axes of its activity. Through efficient and competitiveness-oriented management, work is being done to generate value of responsibly, contributing to sustainable development and to collective well-being.
Vision
To contribute sustainably to the economic and social development of its environment, strengthening the Port's relationship with the territory.
Commitments
The organization works to promote the continuous improvement of the services it offers, through the periodic review of the processes and the promotion of active participation at all levels. This commitment to quality is complemented by the up-to-date maintenance of applicable legal regulations, thus ensuring compliance with current requirements and customer satisfaction.
Monitoring committee & quality iniciatives
The Reference Standard Monitoring Committee
The Reference Standard Monitoring Committee is the body that oversees compliance with the evidence, indicators and records arising from the application of specific quality reference standards for Port traffic and services in the period between certifications or in the phase prior to obtaining these quality certifications for the first time.
It is made up of:
-Interlocutors authorised in quality matters appointed by the respective companies, in accordance with that envisaged in the respective Reference Standards.
-Representatives of the Port Authority, of the managements/departments involved in the reference standards.
Publication of quality initiatives
In this section you can also download the form you need to publish the details about your company in our Port Community’s directory of companies
Certificates and References
ISO 9001:2015 certification
This certification is an international recognition by the IQnet association (International Certification Network) which brings together the leading certification authorities in the major countries of the world and guarantees a wide recognition and appreciation by the Port of Tarragona’s client companies and users. By obtaining this certification, the Port Authority demonstrates to society and to companies that it has a work system that is consistent, reliable, in accordance with the applicable regulations and that meets the requirements of its customers, and that it is capable of adapting to those determined by new customers wishing to work with the Port of Tarragona.
Quality of service certifications
The aim of the quality of service certifications at the TPA is none other than the recognition of the quality provided by the Port Authority, providing customers and society in general with an image of professionalism, transparency and safety, in line with the quality standards agreed upon at a national level , in the development and possible certification of other management systems. These certifications are based on Service Quality Reference Standards approved by the Board of Directors of the APT and ratified by the State Ports Body.
Referencials
- Specific service quality reference standards for types of traffic
- Specific Quality Reference Standards for Port Services
The Tarragona Port Authority, in its Quality Management System via the Port Community, has several tools at its disposal that allow improvements in the quality of service. Among these instruments of service quality, specific service quality reference standards for traffic have a preferential place, establishing as they do the level of quality that the customer can expect and the issues that need to be verified in order to ensure compliance with the characteristics by means of a certificate issued by a certifying body.
The Port Authority has developed, drawn up and approved the following reference standards, which have been ratified by the State Ports body:
-A specific Service Quality Reference Standard for bulk solid and liquid cargo traffic in the Port of Tarragona.
-A specific Service Quality Reference Standard for container traffic in the Port of Tarragona.
-A specific Service Quality Reference Standard for container traffic in the Port of Tarragona.
-A specific Service Quality Reference Standard for vehicles as goods in the Port of Tarragona.
-A specific Service Quality Reference Standard for conventional goods in general in the Port of Tarragona.
-A specific Service Quality Reference Standard for cruise ship traffic in the Port of Tarragona.
The Tarragona Port Authority, in its Quality Management System via the Port Community, has several tools at its disposal that allow improvements in the quality of service. Among these instruments of service quality, specific service quality reference standards for Port services have a preferential place, specifying as they do the commitments relating to the service that is provided, using a system involving the continuous monitoring of the parameters and indicators for each of the parties involved. Compliance with these commitments is the basis for the service quality certification issued by a certifying body.
-A specific Service Quality Reference Standard for piloting in the Port of Tarragona.
-A specific Service Quality Reference Standard for mooring and unmooring in the Port of Tarragona.
-A specific Service Quality Reference Standard for tugging in the Port of Tarragona
-A specific Service Quality Reference Standard for waste receipt in the Port of Tarragona.
-A Service Quality Reference Standard for Aids to Navigation.
WORLD QUALITY DAY - 20th NOVEMBER
The Port Authority of Tarragona wants to celebrate as every year the World Quality Day, in line with the Spanish Association of Quality (AEC) that this year proposes to reflect on this day on the Quality and Transformation. Transformation is the word that defines our current world. In an uncertain environment where changes challenge what we believed to know, transforming no longer contains an option, but a necessity. And then, it also needs the transformation of the leading role of quality.
Customer satisfaction study
The Tarragona Port Authority is carrying out its mission of contributing to the economic and social development of its surroundings in a sustainable way and applying criteria of sustainability, with a strong commitment to the quality of management and with an activity that respects the environment.
The CUSTOMER SATISFACTION STUDY is carried out regularly, within the TPA’s QUALITY MANAGEMENT SYSTEM VIA THE PORT COMMUNITY, certified in accordance with Quality Standard ISO 9001.
For any quality system it is essential to establish a various communication channels THAT MAKES IT POSSIBLE TO LEARN THE EFFECTIVENESS AND THE LEVEL OF QUALITY OF THE SERVICES THAT ARE PROVIDED. This is the fundamental reason for the study, which is carried out using anonymous face-to-face surveys.
The CUSTOMER SATISFACTION STUDY is carried out regularly, within the TPA’s QUALITY MANAGEMENT SYSTEM VIA THE PORT COMMUNITY, certified in accordance with Quality Standard ISO 9001.
For any quality system it is essential to establish a various communication channels THAT MAKES IT POSSIBLE TO LEARN THE EFFECTIVENESS AND THE LEVEL OF QUALITY OF THE SERVICES THAT ARE PROVIDED. This is the fundamental reason for the study, which is carried out using anonymous face-to-face surveys.
