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Process
MTC
is Process-Focused
MTC’s
Mission is to be the "…leading provider of stevedoring,
terminal and transportation related services….". Our
objective in this Mission is to achieve World Class Service, and
we will achieve World Class Service through people, process, and
technology. The ISO 9002 Standard implementation throughout our
operations is MTC’s tool to implement the practice of working
by process into the company.
 MTC
defines World Class Service as meeting and exceeding customer
needs. This includes not only the customer expectations expressly
provided to us by our customers, but most importantly, providing
solutions to those needs they have not yet identified. In other
words, World Class Service is going beyond meeting the baseline
requirements of our contracts. It is anticipating customer needs
before the customer has even expressed them. It is proactively
finding problems and providing solutions BEFORE the customer asks
us.
Achieving that level of customer service is a challenge. It requires
ongoing scrutiny of everything we do, as we do it. It requires
discipline, information, and communication. MTC views PROCESS
as one of the most important tools to help every employee at MTC
strive for success at this service focus. The ISO 9002 Standard
is one of the key mechanisms MTC is using to define key work processes,
and to then implement, measure, and improve these processes.
Defining our work processes enhances our ability to communicate,
measure our performance, and ultimately improve our business.
Process definition also provides an excellent foundation of training
information for new employees to become effective quickly.
ISO
9002 Background and History at MTC
In
1996, MTC was asked to become registered to ISO 9002 by a customer
at the Vancouver, WA site. MTC had already made a strategic decision
to deploy Process as a tool to manage its business, and decided
to utilize the ISO 9002 Standard as the vehicle to get this done.
In July of 1996, the ISO 9002 Registration Project was initiated
for the Vancouver, WA site. The project was successfully completed
and the facility was Registered in December 1996. This represented
the FIRST ISO 9002 Registered facility of ANY stevedore on the
West Coast.
In
February 1997, it was decided to continue deploying ISO at the
major sites for MTC. Oakland’s 7th Street Terminal
was the next site selected. The project was initiated in April,
and completed with a successful Registration to ISO 9002 in November
1997. This was the FIRST CONTAINER SITE registered in North America.
Since
that time, all of MTC's major sites have been registered.
Other
Benefits of ISO 9002 Registration
Utilizing
the ISO 9002 Standard provides these benefits to our operations:
- Establishes
a foundation of how we manage the business, so that we are consistent
among similar operations.
- Provides
disciplined consistency in how we perform our work.
- Eliminates
inconsistency in our work and positively impacts the service
that we can provide to our customers.
- Establishes
a mechanism that allows us to systematically identify and correct
problems before they affect the customer.
- Provides
a common language, allowing us to share ideas across the company.
- Defines
our work processes and helps us to eliminate errors making us
more productive.
- Our
customers recognize that ISO Registration is an important achievement
from their service provider.
For
more information about ISO 9002, visit the website for the International
Organization for Standardization at www.iso.ch.
MTC
Registered Sites
- Port
of Portland
- Vancouver,
Washington
- Oakland,
California
- Coast-Wide
Auto Operations
- Pier
80 San Francisco
- San
Diego
- Port
Hueneme
- Mitsubishi
Cement
- CMT
- Forest
Terminals
- TransBay
- Nation-Wide
Military Operations
Joint
Venture Registered Sites
- TTI
Long Beach
- TTI
Seattle
- NATSS
- STS
Los Angeles
- STS
Oakland
- TTI
Oakland
- WBCT
Los Angeles
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