The Port of Oakland was recently recognized for the dual distinction of being the first seaport and airport in the United States to achieve ISO 9000 certification for its quality management and customer satisfaction programs. The Port of Oakland became the first seaport in the nation to receive ISO 9000 certification in 2003, and just became the first airport (Oakland International Airport) in the country, to achieve the same status. This means, that the Port of Oakland has established processes and procedures that raise the level of customer services and efficiency in its daily operations.

'This accomplishment is unparalleled in the US transportation industry, and most significantly, in the public sector', said David Church, Vice President of Bureau Veritas Certification, the ISO registrar certifying the Port of Oakland.

ISO (International Organization for Standardization) is the world's largest developer of business standards and a global network of standards institutes, representing 157 countries. The vast majority of ISO standards are highly specific to a particular product, material, or process. ISO 9001:2000, is the formal certification awarded to organizations that have established a quality management system adhering to rigorous standards of customer service, performance objectives and continual improvement.

'It is our goal to provide the highest quality facilities and services to our tenants and customers. We strive to establish the Port as an internationally-recognized model of exemplary Port industry practices, and to set standards of excellence that meet or exceed customer needs and expectations,' said Port of Oakland executive director Jerry Bridges. 'Many of our international customers, including shipping lines, air carriers and related suppliers, are already ISO 9000 certified. Therefore, it is only fitting that the Port of Oakland achieves ISO certification to better serve our customers and to hold ourselves to the same high standards of quality, service and continual improvement.'

The ISO certification project is coordinated by Aileen Evans, Port of Oakland Organizational Development Manager and ISO Management Representative, who leads a dedicated team of ISO representatives and internal auditors.

'The ISO project is a four-year effort that began in 2002 when Mr. Bridges, then our Maritime Director, introduced the concept to our organization,' said Evans. 'Since then, we have tracked the return on investment of numerous success stories and best practices in the ISO program.'

One such example is the Port's Web-based Public Works Contract E-bid program, which has saved a substantial amount of time, labor and expense, compared to previous method of printing, mailing and receiving hard-copy bids. The Port's Harbor Facilities Department is now using diver-equipped video equipment and a special 'wrap' to examine and repair concrete pilings in one diving activity, rather than multiple dives. Also, many departments have conducted customer service surveys and reduced response times to customer questions and complaints. On the administrative side, the Port has reduced the turnaround time for accounts payable to five days, and reduced human resources recruitment and selection process from several months to 90 days.

'We always encourage Port employees to take pride in their work and maintain a work environment where appreciation of excellence and customer service is valued and promoted,' said Bridges. 'Our ISO 9000 program encourages, monitors and reinforces these best practices.'