On November 16th, the Port of Progreso established the “Management System Committee on relations with customers of Port Progreso”.

In its regulation, the Committee contemplates the integration, formation, functions and attributions in two phases, one focused on the internal client (integrating the entity’s personnel) and the external phase (integrating the port sector) in customer service and satisfaction.

The Committee has as a policy the attraction of new customers and the fidelity of the already existing ones, as basis of its personnel’s performance and their relation with the exterior, it has aligned itself with the Balance Score Card and the ISO systems.

The internal phase includes the implementation of a strategy focused on the service and attention to customers, both current and potential, to the entity’s personnel.

The external phase is focused on its implementation within the public and private sectors of Progreso.

It’s scope includes the sistematization of the trade process with a focus on the current and potential customers, with the integral collaboration of the different managements that are part of the Committee.

This management system, in the relation to the port customers is being implemented on a national level, by the Port Development and Management Office of the Ports and Merchant Marine General Liasons Office for guaranteeing the ports entities personnel commitment to its customers and is extending into a culture that encompasses the public and private sectors, being Progreso the first port, nationwide, in making this System official, through this Committee.

The objectives of the “Management System Committee of relations with customers of Port Progreso”, in its internal phase are the following:

1. Implementing a culture among the personnel of the entity, focused in the excellence of the service and attention to the customers.
2. Carrying on an internal diagnostic with the personnel using the current steps available for developing the next process and identifying new improvement opportunities, that will be brought before the Committee.
3. Customer Service in a joint manner with the Committee members, thus achieving the excellence in customer service and attention, under this concept: Port customer warranty.
4. To provide an added value coordinating the neccesary activities for solving the requests and consultations within a 48 hour answer period as Port customers warranty.
5. To be acknowledged, both national as well as worldwide, as a competitive Port with regards to the excellence in the personalized service and customer satisfaction.
6. To hold a meeting whenever the client requires the services and attention of Port Progreso, to fulfill their business necessities and expectations or to solve anything that might arise.
7. To hold staff-like meetings at least twice a month for reporting improvements on each department and the System’s followup.

The internal phase of the Committee is constituted as follows:

President, Entity’s Director, Mr. Armando Herrera Avendaño.
Technical Secretary, Assistant Manager of Promotion and Communications, Ms.. Sonia Tames Arenas.
Substitute President, Merchandising Manager, Mr.Raul Torre Gamboa.
Proprietary Member, Administration and Finances Manager, Victor Albarran Dominguez.
Proprietary Member, Operations and Engineering Manager, Mr..Jose Antonio Moreno Baqueiro.
Proprietary Member, Legal Manager, Mr. Jose Juan Lozano Navarro.

The external phase, which is focused on the customer attention and satisfaction, along with the public and private sectors of Progreso, is supported for its operation in the Cargo and Cruise Ships Promotion Committees, which were formed and hold meetings regularly and successfully since February 24th, 2005, and March 8th, 2004, respectively, guaranteeing the attention to customers, in accordance to there type of cargo and/or business.