Quality Policy
Mission
To contribute sustainably to the economic and social development of its environment, strengthening the Port's relationship with the territory.
Vision
To succeed in being a benchmark logistics hub in Europe and the Mediterranean, leading the supply of logistics services adapted to the needs of industry 4.0 and maintaining a sustainable relationship with the environment.
Values
Sustainability
Social and environmental responsibility
Integrity
Leadership
Competitiveness
Efficiency
Commitments
To promote the continuous improvement of the services provided
To carry out periodic process reviews to ensure customer satisfaction
To keep the applicable legal regulations up to date in order to ensure compliance with legal requirements
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.
World Quality Day
WORLD QUALITY DAY - 20th NOVEMBER 2024
World Quality Day
Inscriptions
Certifications
ISO 9001:2015 certification
ISO 9001 promotes a system focused on management by processes, which develops, implements and improves the effectiveness of a quality management system based on the cycle of continuous improvement: Plan Do, Check and Act.
The focus on processes involves the systematic administrative definition of the processes and their interactions, with the objective of reaching the results anticipated in accordance with the quality policy and strategic management of the TPA.
On April 9th 2013, the Tarragona Port Authority obtained the UNE-EN ISO 9001 Certification issued by AENOR, and is being renovated in accordance with the new ISO 9001:2015 Standard.
SCOPE
Integral management of Port Authority operative, technical and administrative processes for the rendering of services to stakeholders, including the coordination and control of the commercial activities and services directly related to port activity.
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.
Would you like to see other Port of Tarragona certifications?
Emergency Management System certification
The Tarragona Port Authority has the ISO 22320 Emergency Management Certificate.
Environmental certifications
The Tarragona Port Authority has other environmental certifications.
Information Security Management System certification
The Tarragona Port Authority has the Information Security Management System certification.
Reference Standards
Specific service quality reference standards for types of traffic
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.
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 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.
Internal Suggestions System (ISS)
The Internal Suggestions System (ISS) is a process that is built into the Port of Tarragona’s Quality Management System, created with the aim of channelling and implementing any original and specific idea suggested by the TPA’s employees.
The ISS manages any suggestion capable of being implemented, designed to optimise resources, as well as improving the processes and services provided by the Port Authority: processes involving work, environmental safety, quality improvement, facilities, infrastructure and the work environment. All this with the aim of increasing the competitiveness of the Port Authority and the Port, as part of the commitment to continuous improvement that our organisation’s Quality Policy establishes.
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.
Customer Satisfaction Study 2022
Customer Satisfaction Study 2018
Customer Satisfaction Study 2016
Quality Management System body
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
At the Port Authority we publicise the quality initiatives of the companies of the Port Community, and to this end we publish the certificates on your digital card, which you can find in the Port Community’s Directory Of Companies of the Port Community, on our website.
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.
