Quality is a way of life at Malta Freeport as the Company is fully dedicated to offer customers a world-class quality service. The management system in place at Malta Freeport Terminals Limited is compliant with the ISO 9001:2000 Quality Management Standard. The system has proved to be an essential tool for promoting continuous improvement and for enhancing customer satisfaction. All key processes that affect the overall quality of service delivered to the client are identified, documented and monitored with the aim of continuously improving effectiveness and efficiency whilst enhancing clients' fulfillment.
The Quality Management System is based on quality management principles that reflect best management practices. These include management commitment, customer focus, measurable objectives at various levels of the organisation, quality awareness, training and adoption of continuous improvement techniques. Other factors include control over suppliers/service providers, internal operational efficiency through streamlined processes and decreased costs as a result amongst others of lower fault rates and improved work procedures. Procedures at each level are documented and continuously monitored and improved. The availability of documented procedures also makes it easier for new employees to follow the Company’s work methods.
Quality objectives are established at all relevant functions and levels within the Freeport. The Company monitors and measures the processes to verify that service requirements have been met and planned results have been achieved. Data is collected and analysed to demonstrate the suitability and effectiveness of the Quality Management System and to evaluate where continuous improvement can be made.
The Quality Management System in place has also in several occasions enabled the Freeport to retain and increase its market share. Undoubtedly, the ISO 9001:2000 Quality Management System has also boosted the image of Malta Freeport Terminals internationally and strengthened its competitive power in the transhipment scenario.