REPORT OF THE BOARD OF DIRECTORS
Marketing & Customers Services
NSCSA is dedicated to achieve a strong commercial relationship with its main customers. Among the major customers of NSCSA in the market are Shell, BP, Chevron, Exxon, RWEA the German company, Euronav, Hanjin the Korean company, Chinese oil companies and Vela which is Saudi Aramco’s shipping subsidiary. A customer satisfaction survey was successfully conducted for the year 2010 by the Commercial department in the Oil & Gas business unit. The outcome of the survey as follows: 40% of our customers were surveyed for the year 2010 during customer visits or via telephone. The results of the satisfac- tion survey data showed a 100% satisfaction rating which is an improvement results compared with the 2009 results which showed a satisfaction rate of 92%. Moreover, the Commercial team from the Oil & Gas business unit visited the oil major companies in the United States of America and China during the month of September in 2010. The General Cargo sector annually organizes a conference to invite company’s respresentives and research officials from this sector to study the customer requirements to ensure an improvement in the services provided to them. NSCSA regularly assess and upgrades the safety equipments on board the fleet to conform with the latest regulation requirments. In 2006, NSCSA was awarded (ISO 9001-2000) and (ISO 14001-2004) quality certificates, Interna- tional Maritime Organization (IMO) certificate and Lloyd’s certificate. Further in 2009, NSCSA was awarded ISO 9001 – 2008 for Quality Management System (QMS). Our commercial procedures are compliant with the latest ISO 9001:2008 standards. In December 2010, an external audit was conducted by Det Norske Veritas (DNV) for “Commercial Operations of Ships” and was completed suc- cessfully. NSCSA ’s Quality Policy: NSCSA is committed to achieving commercial operational excellence and de- livering flawless customer service using an integrated risk managed approach. The following beliefs are essential to the achievement of this goal: • Take all necessary steps to safeguard assets and customer property. • Meet all regulatory and statutory requirements. • Proactively develop and manage customer relationships. • Use performance measures to drive continuous improvement. • Maintain steadfast adherence to conduct business affairs with integrity and sincerity.
Quality Assurance
The National Shipping Company of Saudi Arabia Annual Report 2010
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