The orientation of our Quality Policy is always focused on the client regarding the development of individualized services, we are mainly interested in knowing the real needs of each traffic to be able to act accordingly.
Quality parameters are essential to be part of a society that wants to improve in its different areas, always assuming new challenges and looking for excellence in the daily work aimed at improving processes and services. However, we are making progress in preventive rather than corrective management processes, understanding that it is an economic and management improvement.
Currently, these approaches are translated into the work developed by the Customer Service Department in regard to solving complaints and manipulation of suggestions, as well as in the development of Service Charts, which try to inform users about the services provided by the Port Authority, the rights that assist it in relation to these and on the quality commitments in its provision. Likewise, this Port Service is responsible for collecting any information that may help us to improve our daily work and meet the expectations of our current and potential clients (satisfaction surveys).
Regarding specific projects, we want to state our special interest in the Tourist Cruise Traffic. Málaga is an international benchmark for Cruises and the Port supports any initiative that can boost its growth. In this aspect and from the scope that affects us, the Specific Reference for Cruise Traffic has been developed jointly with Cruceros Málaga, S.A. Málaga has been the first port to achieve this initiative that will serve as the basis for the development of promotional activities and work tools.
Regarding the work with other traffics, the Port Authority continues to work individually in different port traffics that, given their specifications, need a personalized treatment, such is the case of new vehicles. This type of product has its own connotations and requires for our part an extra effort of form, which in collaboration with the OPPE and ANFAC has been developed a new issue of the handling and service commitment document, to which the Terminal has been added, so that our customers are guaranteed the best service.
Regarding the work with other traffics, the Port Authority continues to work individually in different port traffics that, given their specifications, need a personalized approach; such is the case of new vehicles. This type of product has its own connotations and requires for our part an extra effort. For this reason, a cooperation with the OPPE and ANFAC has been developed and a new issue of the handling and service commitment document, to which the NOATUM Terminal has been added, so that our customers are guaranteed the best service.
Regarding other subjects, we may highlight that at present we try to filter with a criterion of orientation to the customer any type of service that from this Port is developed, so that both in the Bidding documents that are elaborated to develop any port service, as in making decisions regarding future development plans, we ensure the inclusion of Quality criteria.
The Port of Málaga is a work center constituted by a public domain ordered by sectors for operational purposes, in which we are, from a preventive point of view at the level of coordination of business activities, on the one hand with facilities for private use managed directly by the Port Authority as owner / principal of the same, and on the other with plots granted under concession and / or authorization whose management is carried out autonomously by owners / principals and finally with plots of common use managed directly by the Port Authority itself, again as the owner of the same, in which both the Málaga Port Málaga and certain concessionary and / or authorized companies carry out their activity; without prejudice to the powers attributed to other public administrations.
With regard to the obligations of coordination of business activities, established in article 24 of Law 31/1995, of November 8, on Prevention of Occupational Risks, Art. 65.1 of R.D.Leg. 02/2011, of September 5, which approves the Revised Text of the Law of Ports of the State and of the Merchant Navy, establishes the following: “The Port Authority will control in the port area the fulfillment of the regulations that affect to the admission, handling and storage of dangerous goods, and of the regulations that affect security systems, including those that refer to protection against antisocial and terrorist acts, without prejudice to the powers that correspond to other organs of the Administrations public, and the responsibilities that in this matter correspond to users and port concessionaires. For the purposes provided in this section, the holders of concessions and authorizations shall be responsible for complying with the obligations of coordination of business activities as holders of the work center. In spaces not granted under concession or authorization, the consignee acting on behalf of the ship owner will be responsible for compliance with the coordination obligations during the maneuvers of berthing, undocking and anchoring of the vessel, and in general during the stay thereof in the port except for the operations of loading, stowing, unloading, unloading or transshipment of merchandise or embarking or disembarking of passengers. If these operations are performed or those of delivery, reception, storage, deposit and horizontal transportation of goods in spaces not granted in concession or authorization, the corresponding service provider shall be responsible for compliance with the coordination obligations”.
The current legislation in the Spanish Port System has a decisive impact on a port management approach in which sustainable development and environmental protection play an important role, with the Port Authorities being responsible for the management and administration of the economic resources available to them, in a framework of management autonomy, with criteria of effectiveness, efficiency and environmental sustainability.
In this line, the Málaga Port Authority establishes in the Business Plan drawn up annually, objectives and indicators of environmental sustainability of the port.
On the other hand, in order to promote the competitiveness and economic and environmental sustainability of the port activity and the transport system, the Port Authority applies bonuses to the environmental management of third parties, either in occupations in the public domain or in public use. of the port facilities.
The Málaga Port Authority holding a leadership position in the field of management has implemented an Environmental Management System (EMS) in accordance with the UNE-EN-ISO 14001: 20015, which requires that various processes on which we rely for daily management they comply with Environmental Technical Protocols and Instructions.