Page 1
Page 2
Page 3
Page 4
Page 5
Page 6
Page 7
Page 8
Page 9
Page 10
Page 11
Page 12
Page 13
Page 14
Page 15
Page 16
Page 17
Page 18
Page 19
Page 20
Page 21
Page 22
Page 23
Page 24
Page 25
Page 26
Page 27
Page 28
Page 29
Page 30
Page 31
Page 32
Page 33
Page 34
Page 35
Page 36
Page 37
Page 38
Page 39
Page 40
Page 41
Page 42
Page 43
Page 44
Inchcape Shipping Services Spring 2016 ISSUE 39Inchcape Shipping Services Summer 2016 ISSUE 40 10th 2006-16 anniversary edition 2 Contents Issue 40 Summer 2016 03 Leader 04 Editorial 05 Around the Network 10 Exhibition Roundup 12 QHSSE 16 Liner Solutions 18 UN Support Office in Somalia 20 Country focus Greece 21 ShipNet 22 ISS GMT Air Charters 24 ISS GMT Mission Nation Travel 26 Cooks Corner 28 Thought Leadership Future of Trade 29 Local Expertise Panama Canal 30 Local Expertise Auckland Dubai 31 Local Expertise Mombasa 32 Local Expertise Takoradi 33 Corporate Social Responsibility 36 Regional Management Meetings 40 Staff News 42 Noticeboard 24 7 15 35 LEADERISS REPORTER In the market conditions continue to be challenging and that means customers are adjusting to a new reality. This has implications for us as a service provider Congratulations to the ISS Reporter on this its tenth anniversary. When it was first discussed there were those who thought it would not last for more than five issues. This is now the fortieth issue of the magazine which gives such a unique window into the internal workings the people and the culture of Inchcape Shipping Services. And congratulations too to our team in Mogadishu and Mombasa for turning around the UN Support Office in Somalia UNSOS contract see pages 18-19 which shows what a good team with the right plan can achieve in even the most challenging of environments. In the market conditions continue to be challenging and that means customers are adjusting to a new reality. This has implications for us as a service provider. If revenues are flat it makes it difficult for us to manage costs but if we can grow our revenues we can change that picture. That is our goal. We know that our competitors face the same problem so we are not alone but we have a plan and a team that will outperform them. It is up to all of us to execute this. We had already anticipated this through our change in market approach by looking for cost savings operational improvements and into providing more real-time data and market information through our global network. This is going down well in key shipping markets such as Scandinavia and Greece as evidenced through feedback from customer visits and events. Service delivery improvements are also visible across the board and a big thumbs-up to the Middle East Europe and Japan for their leadership in this area. Other regions are now motoring to catch up and significant improvements are already visible. Recent customer visits in Australia and Asia were very encouraging and show the need to understand the market and how we can add value. If we can do that we will be given more business. If we dont our competitors will be given the chance instead. Safety remains a key theme for all our customers and we need to show them that we support them in everything they need to do to maintain their safety record as well as keeping a close watch on our own standards. This issue of ISS Reporter covers the topic extensively. Our Mission Vision and Values have been reviewed by the Board and useful feedback given. This is an important consultative process and we must take the time to get it right. I am positive about the future despite the challenges in the market and the challenges faced by our customers. If we can get the fundamentals right consistently around the world and in every one of our businesses then we will succeed. Thank you for all your efforts and I am pleased with the progress we are making. We have our greatest challenges ahead of us but we are heading in the right direction. Chris Whiteside Acting CEO Succeeding in a challenging market Printers Holbrooks Printers Ltd. Portsmouth ISS Reporter is published byInchcape Shipping Services 5-8 Lakeside Business Village Fleming Road Chafford Hundred. Essex RM16 6YA UK. Email Tel 44 1375 484900 Certain photographs showing Inchcape Shipping Services personnel in the ISS Reporter may be posed for the purpose of illustrating particular news and feature stories. Disclaimer Inchcape Shipping Services accepts no responsibilities for any inaccuracies that may occur in this publication or for their consequences. No part of this publication may be reproduced in any form without the written permission of the publisher. Inchcape Shipping Services 2016 PR COORDINATORS AND PRODUCTION Head Office Holly Dunsdon Middle EastSouth Asia Usha Sethumadhavan Africa Rose Nduku Asia Pacific Australasia Darrell Wee Japan Atsuko Ohtsuki North Central America Marilyn Marez South America Cecilia Calderon Graphic Design Dave Blake 4 ISS REPORTEREDITORSVIEW Welcome to this special 10th Anniversary issue of the ISS Reporter. We launched the magazine in 2006 and over the years it has grown consistently along with the company. Back then ISS had 200 offices in 49 countries. Today we can boast over 300 offices in 68 countries. Issue 1 of this magazine had 24 pages. This issue has 44 pages. Recently someone described ISS Reporter as the glue that binds us together as a group of individuals and as a team. And with a staff of 4000 plus there is clearly the need for such a forum. The magazine also goes out to our customers providing an important communication bridge between them and us. So while keeping staff informed and entertained we are also giving our customers an insight into our world. Your Voice If the launch of ISS Reporter was a milestone so was the introduction of our intranet Athena. Originally conceived as a repository for sharing documents policies and procedures Athena rapidly became our own internal social media forum as well. Your Voice is an example. As part of the Groups strategy and priority to improve communication and openness across the company Your Voice was recently launched on the Athena platform giving us all the opportunity to share ideas and get our voices heard. Questions and comments are posted in an open forum or sent privately by email to the Executive Management Team comprising 6 Chris Whiteside 6 Ivo Vesselinov 6 Neill Tomlin Youll find out more about the EMT individuals on the Your Voice page of Athena. Discussion topics are unrestricted but include our strategy our culture new business ideas safety at work in fact pretty much anything to do with our company. Please be encouraged to use this tool to share your thoughts and ensure that you are fully informed about the Groups direction and strategy whether you are unsure or simply keen to know more. Enjoy this bumper issue and heres to the next ten years Nick Elliott FICS Editor Ten years on 6 Suren Thadani 6 Bryan Phillips 6 Jon Bumstead 6 Paul Knight 6 Amanda Champion 6 Eric Moe ISS Rep rterINCHCAPE SHIPPING SERVICES Issue 1 Autumn 2006 CHARTING A NEW COURSE ITIC INSIGHTS EIDE MARINE PROFILED LOCAL EXPERTISE FROM AUSTRALIA TO ISTANBUL BAGGING RICE IN IRAQ Inchcape Shipping Services Spring 2016 ISSUE 39Inchcape Shipping Services Summer 2016 ISSUE 40 10th 2006-16 anniversary edition The first The latest AROUNDTHENETWORKISS REPORTER Australian ops team meets up 5 The ISS Australia Port Operations team met recently for customer service training. With two offsite sessions taking place on the east and west coasts it was a good opportunity for representatives to attend from most Australian ports. Attendees had varying levels of experience within ISS ranging from many years to just a few hours and all found the animated training delivery by Ajay Bhandari VP ASIAPAC Operations very stimulating being reinforced with real life experiences and stories. With a service delivery focus on customer care proactivity and communication with our customers the one-day interactive training sessions were well received. Participants returned to their ports with confidence excited at the prospect of passing on their new found skills to their local teams. Subsequent feedback from the training was very positive. And it also provided the opportunity for attendees to meet colleagues in person who they had previously only communicated with over the phone or email as they shared ideas and opportunities for improvement. Nobel Caledonias Island Sky called at Abu Dhabi Bahrain Dubai Sharjah Khor Fakkan Sir Bani Yas Island Abu Dhabi Doha Qatar and three ports in Oman Muscat Khasab and Sur. ISS attended the ship in all locations on this her maiden visit to the region. The calls will be repeated in November this year. Dubai Tourism Authority arranged a traditional local band to welcome the vessel to Port Rashid Dubai and the A first for Nobel Caledonia ISS Suresh Gopalakrishnan and Andrew Monteiro in suits attended Master was presented with a plaque by ISS Dubai and Sharjah Tourism Department during her call at Port Khalid Sharjah. The ships first port of call in the UAE accommodated 93 passengers and 72 crew members. Memorial plaques were exchanged on the occasion of the new Holland America vessel Konigsdam when she called Piraeus. John Efstathiou represented the company in attending the call. Konigsdams maiden call at Piraeus 6 ISS REPORTERAROUNDTHENETWORK ISS Engineering award for record orders Magnetrol International is a global leader in level and flow control technology. They design manufacture market and service level and flow Instrumentation worldwide. Headquartered in the US they have manufacturing facilities in Illinois and Zele in Belgium as well as distributors worldwide. Their products include different types of level transmitters such as guided wave radar and level and flow switches. Magnetrol products serve industries which include petroleum production refining power generation oil gas petrochemical and water and waste water. ISS Engineering Services within KMMC Kuwait Maritime Mercantile Co. KSC represents Magnetrol International in the Kuwait market. In spite of a very challenging business environment in 2015 they won all major projects for Magnetrol by targeting and tracking every opportunity. This enabled the team to achieve a landmark in orders the best year for Magnetrol in Kuwait. As a result the instrumentation team of ISS Engineering ServicesKMCC Maneendra Kumar Asthana Sales Service Manager receiving the award from Magnetrol Expansion in Mexico ISS has expanded its operations in Mexico with the opening of a new office in Veracruz. The new office ISS fourth in the country will enable us to cover 80 per cent of ports with the greatest commercial activity across the Gulf of Mexico. One of the oldest and largest ports in Mexico a new development project at the Port of Veracruz will also increase capacity by a further 25 per cent when completed in 2018. Located on the east coast of Mexico the port is multifunctional with numerous specialist terminals including containers chemicals general cargo and vehicles. As well as handling nearly three million tonnes of cargo last year the port is one of the largest for vehicle imports and exports in the country. It also has the only private terminal in Mexico for repair and dry docking. ISS Veracruz is offering a full range of services including marine solutions offshore logistics and project services and is primed for any offshore project in the area. ISS Operations Manager Manuel Coronado is leading marine operations with his five-strong team while Project Manager Lazaro Souza heads up offshore operations with his team both reporting to country GM Gustavo Robles. Tim Cahill EVP North America said Opening our new office in Veracruz is a great development for ISS. The port is a key Mexican gateway to trade and has an excellent strategic location to complement the requirements of our global clients. The port of Veracruz is known for its quality infrastructure and high levels of productivity efficiency quality and safety which also makes it a great match for ISS. We are looking forward to its future success. The Artania operated by German- based travel agency and cruise ship operator Phoenix Reisen called into Port Moresby on her 140-day world cruise to and from Genoa. At 230 metres LOA she is the largest cruise vessel to call at the port. Cruising into Port Moresby was awarded the Highest Growth Distributor Award 2015 for the Middle East India region. Said Vivian Rodrigues Manager of ISS Engineering Services This is a significant achievement especially during the difficult market conditions in Kuwait where there were limited project opportunities. Traditional PNG welcome AROUNDTHENETWORKISS REPORTER ClipperData workshop ClipperData the intelligence partner to the ISS Group Information Team are pioneers in the development of World Trade Intelligence Data. Piers Yea GM Group Information reports. Maria Rita Skog ISS Singapore and Robin Kabir ISS Houston spent time with ClipperData at their New York office training to be super-user experts in their software NumberGo an important tool that is used by shipping and trade professionals for Global Trade Commodity Outlook. ClipperDatas founder Abudi Zein held a workshop together with partner Lee Andrews hosting the two ISS analysts with an extensive coverage in the trade data field for commodity tracking. This market intelligence product is offered to ISS customers subscribing to receive intelligence and has been a great success for oil and gas majors as well as shipping companies. The training focused on data imports conversions sources and energy trading as well as modelling the probabilities of cargo storage imports and exports of oil LNG LPG middle distillates clean products and more. Both Maria and Robin enjoyed the workshop and the partnership to the full. A big thank you to the Clipper team Abudi Zein Lee Andrews Rae Hagen Austin Swertfager Simon Young Mickey Kwong Yuwen Li Steve Shao Nilofar Saidi Samantha Zhang Kanan Mehra Matthew Smith Ptha Plummer and Stanislav Segelman. Heang Lim and Vuthea Ros did a great job in serving three Japanese Navy ships which were staying in Sihanoukville port. Wathna Oeurn reports. Despite extreme heat and some difficult issues the vessels Yamayuki Hatakaze and Akebono managed to berth on schedule. Tsuyoshi Yano san Fuji Tradings Marketing Officer expressed his gratitude to the ISS team for the hard work and support given to the Japanese Navy saying It was actually a very tough call however thanks to your hard work vessels sailed out with satisfaction for the service provided in Sihanoukville. It is worth mentioning also that this was the second time Japanese Navy ships have berthed at Sihanoukville port happily using ISS Cambodias services both times. ISS Cambodia appreciates the cooperation and support given by the Fuji Trading team. Japanese Navy calls at Sihanoukville L-R Vuthea Ros Tsuyoshi Yano San from Fuji Trading and and Heang Lim Japanese delegates with ISS staff during the Japanese Navys visit Daniel Agudelo from ISS Fremantle received comments from Yang Ming Line Australia for excellent service delivery. Clear communication with our clients is an essential aspect of delivering an outstanding level of service. That is exactly what Daniel provided when communicating progress reports on solutions in fixing vessel issues that arose when the ships containers shifted during transit to Fremantle. Firoze Ali of Yang Ming Sydney was delighted with the performance I just Big thank you for ISS Fremantle wanted to say thank you for your assistance and regularly updated information during YM Keelungs port stay in Fremantle. Your service has been really excellent. 8 ISS REPORTERAROUNDTHENETWORK A busy day in WellingtonIt was all hands on deck in our Wellington office as ISS-McKay filled the port. Every vessel in port on that day was under the ISS-Mckay agency banner as National Manager Russell Silke reports. Port calls were varied in nature showing the scope of our agency covering from left in the photo the Sonne a German research vessel operating off the New Zealand coast two cruise vessels Diamond Princess and Golden Princess a log carrier IVS Merlion the general cargo vessel Frisian Spring delivering cabling The British Embassy in Kuwait celebrated the longest reigning British monarch Her Majesty Queen Elizabeth IIs birthday with a reception at the Ambassadors Residence. Guest of Honour was the Minister of State for Cabinet Affairs HE Sheikh Mohammed Al Abdullah Al Sabah. Also present were current and former MPs Ministers Ambassadors and business leaders. Our Chairman of Kuwait Maritime Mercantiles joint-venture with ISS Bassam Al Bassam and his wife Anne were also present. ISS Kuwait sponsored a lucky-draw raffle with prizes commemorating Her Majestys birthday. Raffle tickets were free and given to all guests on arrival. Over 500 guests attended and thirty lucky winners left with a commemorative gift. At the end the British Ambassador HE Matthew Lodge thanked partners and guests for supporting the celebration. He particularly thanked ISS for the commemorative raffle prizes. L-R Hussain Faour Yamama Abdul Hadi Binod Kumar Balram Srinivasan Rakesh Pillay Ambassador of British Embassy HE Matthew Lodge ISS GM James Walsh Roy Mathew. ISS Kuwait sponsors Queens 90th birthday ISS PnRs regional meeting in Dubai was a great success with teams from six locations sharing their experience over the past year and preparing to meet the challenges of 2016. Packing Removals get together for a Trans-Tasman project and the container ship Kota Lestari. Missing from the photo is the tanker High Adventure at the Seaview berth across the harbour. All calls were covered by three staff members Morris Van Voornveld Vina- Mary Adams and Juanita Nelson while Port Operations Manager Brent Kerr was busy handling vessels which the Wellington office oversees in New Plymouth. Overall they handled more than 4500 relocations in 2015 across six locations with Dubai responsible for over 2500 of them. AROUNDTHENETWORKISS REPORTER ISS Worldwide Movers has implemented the Quickmove Mobile Sales Platform an Android based app which can be used for all activities in the relocation sector - from enquiry to survey and through to the quotation. The app is proving critical in ensuring that surveys are performed efficiently and accurately. Quickmove helps the salesperson record items supported by images and volumes on a soft copy at the location during the pre-move survey. The results are instant and can be shared and discussed with the customer on-site. All ISS Worldwide Movers surveyors carry a tablet with the app installed helping them to make their presentation showing packing pictures discussing crating of fragile items and other processes. It also saves time by sending the survey report online straight to the office thereby helping the pricing and packing team complete their own tasks. An app from survey to quote TheDREAM3.5upgradewassuccessfully completedfortheAfricaRegion.The implementationstartedwithafourday workshopfortheFinanceteam. A lot of time and effort by the entire ISS finance community went into this project to make the implementation successful. The upgrade provides stronger control better data integrity and robust reporting capabilities. Dream 3.5s objectives and benefits include the introduction of new accounting processes and changes to existing ones that enable better controls adherence to group accounting policies and ensure process standardisation across all countrieslocations. Africa DREAM upgrade Before the Dubai cruise season came to an end the Dubai Customer Services Centre members and their families had the golden opportunity to go on board one of the five star cruise vessels which was visiting Port Rashid. Sapna Elengical reports. It was a great experience for the team and their families as they were taken on a tour of the cruise liner and had a first- hand look at the amenities and luxuries available on board. The team also had a guided tour of the newly opened Dubai Cruise Terminal and the opportunity to watch our Dubai Port A golden opportunity Agency team in action in attending the cruise vessel. The whole tour was guided by Andrew Monteiro ISS Dubai Marine Port Operation Manager. During the current cruise season ISS Dubai handled 35 cruise calls a record for the office. The trip helped the team in enhancing their knowledge about cruise vessels and their handling. It was also an opportunity to interact with other staff and their families as part of the team building efforts of the MEI regions CSC. The trip culminated with a team brunch which was enjoyed by all. A meeting was held in Madrid recently between ISS CLH Oil Logistic and Glencore. L-R ISS Ramn Bergareche Borja Bergareche of Glencore Jose Luis Lpez de Silanes Chairman of CLH Oil Logistics and Borja Bergareche Jr. of Glencore Meeting in Madrid 10 ISS REPORTERAROUNDTHENETWORK Exhibition Roundup ISS exhibited at three prominent events in the first quarter of the year. Seatrade Cruise Global is the cruise industrys premier event bringing together buyers and suppliers for a unique chance to network innovate and educate. ISS and ISS Global Marine Travel GMT have exhibited at the event for a number of years due to the vital opportunities it provides to meet with customers and connect with other cruise professionals. Over the past year Grant Holmes VP Cruise Solutions has been working hard to raise awareness of ISS dedicated focus on developing cruise business and activities around the world. A strong presence at the newly named Seatrade Cruise Global event this year at its new home of Fort Lauderdale was therefore vital in demonstrating this to the wider industry. To ensure that the event was a success our attendance was meticulously planned by Holly Dunsdon Communications Projects Manager over the year in the lead up to the event. A prominent location was secured and an environmentally friendly re-useable stand solution was purchased to enable us to set-up our own stand have more space for private meetings with customers and showcase our full cruise capabilities to the industry. A team of 15 specialised global cruise and marine travel specialists from both ISS and ISS GMT were also assembled to attend the event and 21 pre-arranged meetings with our customers which would take place on our stand at the show were secured by Grant. A co-ordinated marketing strategy was also developed in advance by Amanda etin Head of Corporate Communications to ensure that both our customers and the wider cruise industry were aware of our attendance at the event and ISS commitment to this sector. As it was the events first year in Fort Lauderdale there was much anticipation as to what the show would bring particularly as it has now been spread across two floors. The show was however the vibrant and sociable event that exhibitors and attendees have come to love and expect and the quality of the advanced planning that had gone into the event was evident. This year at the show was by far our most successful to date. All of the pre- booked meetings on our stand took place and a number of other customers came by to speak to us which resulted in 50 formal meetings taking place on our stand during the show. We also had a consistently high level of foot traffic which transpired into us receiving some great sales leads. There is no doubt that advanced planning a strong and well organised team and a co-ordinated marketing strategy helped us to achieve this and we are already looking at ways in which we can further improve on this next year AROUNDTHENETWORKISS REPORTER L-R Calvin Young Ryan Jurewicz Steve Haas Sanjeev Sarin and Reynaldo Campa L-R Manager - Survey Paul Summerford GM Mozambique Raymond Prinsloo and VP Dry Cargo Solutions Ivan Soto on ISS CESIs stand at Mining Indaba ISS and CESI Cargo Services exhibited at Mining Indaba at the Cape Town International Convention Centre CTICC. ISS and CESI had never exhibited at the show before as we had previously decided to exhibit at Coaltrans India. However as a global company with a dedicated focus on cargo we felt it was time to look at another area and thus decided to showcase our cargo offerings to the African market. The show therefore offered a key opportunity for ISS and CESI to demonstrate their strong presence in Africa and in particular present CESIs unique geospatial volumetric survey service which utilises the latest 3D surface and aerial technology to validate stockpile inventory. A team of five staff Chief Commercial Officer Neill Tomlin VP Dry Cargo Solutions Ivan Soto Manager - Survey Paul Summerford GM Mozambique Raymond Prinsloo and Surveyor Stephan Van der Merwe attended the event. The team were very impressed with the quality of the events attendees and in turn received a number of good sales leads from those who visited the stand. Paul Summerford commented that ISS along with ISS GMT were also represented and exhibited at this years Connecticut Maritime Association CMA event in Stamford CT. ISS and ISS-GMT decided to exhibit at CMA this year as an opportunity to represent our company amongst some of the most active leaders in our industry. This year weve seen 2300 of these industry leaders consisting of owners ship managers and charterers controlling over 5000 vessels transporting a variety of cargoes in various markets. In addition to the shipping side of our industry other providers and suppliers were present to exhibit new products and technology to our ever-changing marketplace. In attendance from ISS were 5 Calvin Young ISS Vice President Sales based in Houston 5 Reynaldo Campa ISS Sales Manager based in Houston 5 Steve Haas ISS-GMT Sales Manager based in Houston 5 Ryan Jurewitcz ISS Sales Manager based in Stamford 5 Sanjeev Sarin ISS General Manager based in Dubai The conference was very well attended by the shipping community from the northeast as well as many others from various locations globally said Calvin Young. It was a great opportunity to be able to present ISS to the attendees the event certainly achieved its objectives in highlighting our cargo offering to the African market. We were particularly impressed with the number of people who passed our booth and commented on how they knew the ISS brand from other countries and were currently using us for their various business projects there. We were able to make new contacts connect with some old ones and have positive discussions on ongoing opportunities and be able to reach so many in our industry in one location. We were able to make new contacts reconnect with some old ones and have positive discussions on ongoing opportunities as well as new ones to come. We were very pleased to be in attendance and proud to fly the Inchcape flag at one of the best attended conferences of the year in North America. 12 ISS REPORTERQHSSE In the following articles Global SVP for QHSSE PiersEdwardsand his colleagues examine risk near misses driving hazards the auditing process and what constitutes good practice. Plan the work assess and control the risks involved Whilst driving do not use your phone or exceed speed limits Wear your seat belt Obtain authorisation before entering a confined space No alcohol or drugs while working or driving Conduct gas tests when required Protect yourself against a fall when working at height Do not go under a suspended load Position yourself in a safe zone in relation to moving equipment Work with a valid work permit when required Do not smoke outside designated smoking areas Wear a personal floatation device when required ISS Life-Saving Rules Its your life dont lose it Near misses and reporting why bother 1 10 30 600 Fatal accident Serious accident Accident Incidents Reference Frank Bird C1969 The ratios in the Frank Bird pyramid have been debated for years. The key point is that a correlation exists between incidents Near Misses and accidents of all severities. A Near Miss has taken place whether reported or not but it is only by reporting and appropriate action then being taken that lessons can be learnt and accidents avoided. There are many examples of where Near Miss action could have prevented accidents these two high profile examples reflect how inaction can lead to loss of life Paddington Rail Crash - 1999 Officials from the UKs Railtrack which went on to become Network Rail were warned at least five years before the collision that a set of signals was badly laid out and was so difficult for drivers to interpret that a serious incident was likely to happen. Between 1993 and 1999 eight near misses or signals passed at danger SPADS had occurred at the location where the eventual collision occurred and this had been the subject of internal inquiries. Despite warnings from experts within the company and Great Western Trains the privatised firm which used the line most heavily officials took no significant action. The disaster was likened in court to a senseless and unnecessary terrorist attack. 9 31 killed 520 injured Space Shuttle Challenger 1986 Engineers had identified and reported degraded O-ring seals on previous missions dating back to 1982 with degradation increasing as ambient lift-off temperature decreased. The night before the disaster management had been warned of the potential for catastrophic failure when lifting off at ambient temperatures of 53f or below. The lift off temperature for the Challenger launch was 36f. 9 7 crew killed The concept of risk The concept of risk has long been established to help us understand mitigate and cope with danger and uncertainty. Nick Morton GM Group HSSE explains. Risk perception is how we as individuals take in feel and apprehend a perceived threat. Our perception of risk can vary in relation to our own personal circumstances mood and even the time of the day week month or year A misjudgement of risk may lead to inappropriate decisions an unsafe act or behaviour essentially human error so risk perception is a critical factor in how people behave when faced with risk. We accept a certain level of risk in our lives as necessary to achieve certain benefits and the higher the benefit the more likely we are to accept the risk. It is therefore critical as a business to establish what risks are present and the level of acceptance towards these risks. Thats why risk assessments are a crucial part of our everyday work within ISS. Risk assessments are conducted on a continual basis and always involve the persons partaking in the operation experts and others with competence and experience of the operation. Our ISS Life-Saving Rules are ways of reminding us of some of the risks we face as part of undertaking our daily tasks. QHSSEISS REPORTER Focus on Driving and why our actions matter There are countless statistics about the dangers of driving all around the world reports Piers Edwards. What these tell us is that the activity is associated with risk and that the outcomes can be fatal. If we know something is potentially dangerous should we do it or should we stop Clearly stopping driving would have a dramatic impact on our business and also on most of our lifestyles. Therefore we are unlikely to stop driving. Perhaps instead we should focus on what we can do to make it safer at least how our actions can make it safer. ISS has Life Saving Rules. These have been developed based upon what we do as a company and to provide guidance and in some cases mandating what we must not do. In this article we are focusing on the second Life Saving Rule Whilst driving do not use your phone or exceed speed limits. We all know and understand that speed will increase not only the likelihood of an accident as it gives the driver less time to react but also it will increase the likely severity of an accident. This article is going to focus on distractions. The United States OSHA has made April their Distracted Driving Awareness Month Why There are three types of distraction we want to avoid when driving Visual Distraction taking our eyes off the road e.g. looking at Satnav Manual Distraction taking our hands off the wheel e.g. texting on a phone Cognitive Distraction taking our minds off the road e.g. talking or thinking about something else We all accept that using a handheld device will take both our eyes and hands away from the act of driving but we may feel that using a hands-free device does not distract us. Studies show that this is incorrect and that holding a conversation via a hands-free device is a real problem. Holding a conversation over the phone is actually more distracting than holding a conversation with a passenger in the front seat or listening to the radio. This is known as Distracted Driving. Distracted driving now thought to play a part in 30 of accidents according to University of Utah studies. simultaneously. states John Medina author of Brain Rules. According to the US National Highway Traffic Safety Administration 10 percent of drivers are talking on a cell phone at any particular point of time and 1 percent of all drivers are manipulating a wireless device. These statistics give you cause for thought about an activity you may feel is very familiar even if your driving experience has been without incident. So driving can be affected not only by our own actions but other road users too. Perhaps even more disturbing is this result from a customer survey by ATT 47percent of adults admit that they text while driving. Because we are aware that texting takes our eyes and hands away from the business of driving most of us do not text while we drive. As a result more accidents are caused by talking than texting. Talking on a phone takes more cognitive effort than talking directly to a person. If we are distracted drivers and we are not focusing 100 percent on driving we lose about 50 percent of our visual recognition. Try watching a film and following a plot while you are on the phone. If the plot is complex you will not know what is going on. In a similar way being distracted while driving means you may miss the early warning of a hazard. If they are a pedestrian who is talking on a phone are they likely to be aware of you A combination of events all too common which can lead to a nasty accident. Distracted drivers fail to see about 50 percent of what is in front of them. Their ability to interpret what is happening in their peripheral vision is seriously impaired. If this is true then their ability to anticipate a hazard becomes reduced and the likelihood of an accident or near miss increases. So when we drive try to focus on that task. If you do have a passenger remember that they can assist as they will naturally look out of hazards as well. Most importantly dont use the phone while driving. If you need to talk plan to stop. At all times assess the risks. By doing so you can control them. We often feel that we are good at multi-tasking however again studies have shown that humans are virtually incapable of multi-tasking. By multi-tasking we may think that we are processing information on more than one topic at the same time again studies have shown that humans use the brain to process information sequentially. If the tasks are not complex then the brain can flip from one to another swiftly and relatively efficiently however as soon as the tasks become complex our efficiency deteriorates. Driving is clearly a complex task with a lot of activities occurring at the same time i.e. we have broken down the tasks and apply thought to them sequentially. To put it bluntly research shows that we cant multitask. We are biologically incapable of processing attention-rich inputs Whilst driving do not use your phone or exceed speed limits Plan the work assess and control the risks involved When asked to write a few words about QHSSE with just two months on the job reports Allan Wooding Regional QHSE Manager Australasia I started to think about the similarities in organisations with the certificate on the wall that says they are complying with the requirements of the ISO standards. Having audited many organisations I have previously asked senior management what they want from their certification. Most replied Its a customer requirement or our sales people need a commercial advantage at contract time. What a wasted opportunity not to move the organisation to the next level by not encouraging input from their employees learning from previous mistakes and identifying duplication be it databases or documents just to name a few. I bet there are issues in your workplace that you would like to change We are a funny lot though. People dont like change takes us out of our comfort zone. We would rather firefight or have chaos with the same issues and go home with a sweaty brow and say Boy didnt I work hard today but what about our customer I wonder what he says. I dont think it can be repeated here. QMS what do you want Its your system To put it bluntly research shows that we cant multitask. We are biologically incapable of processing attention-rich inputs simultaneously 14 ISS REPORTERQHSSE So what do QHSSE auditors do In the dark ages not so long ago we were the policemen. There were rules known as procedures or SOPs cast in stone and if they werent followed off to jail you went or at least you were issued with a reprimand with no comeback. What has changed We still identify areas where managers and employees deviate from the written word but now we can consult with the group that will lead to change. Oh yes people dont like change but here is a change that is going to make everybodys life easier so we raise a CAR Corrective Action Report and get it done to make things better and meet the requirements of the standard. Dont wait for us to find the problem identify the issue and use the CAR process to help fix it. The beauty of this is that these issues can be shared. these are being shared with the local staff when we conduct audits globally. These good practices may not be a major change in our management systems or require a large amount of investment. They may be just some simple improvements quick wins and application of common sense but they definitely make a difference in illustrating how our colleagues go the extra mile to improve their work or environment. Below are some of the commendable HSSE good practices adopted by the various Asia Pacific countries. Health and safety requirements have been very much standardised across ISS ever since we started our journey on phases 1 and 2 of our global HSSE Implementation. It is everyones responsibility to ensure that what we do is safe - safe for us and others. We must conduct risk assessments around the work activities we engage in and manage our vendors to be on the same path as us. Besides the usual requirements some of the outstanding HSSE initiatives noted during recent audits are as follows 1. HSSE committees used to address HSSE issues. The active participation in safety committees encourages joint participation and commitment - Tokyo and Singapore offices. 2. Visual management A picture says a thousand words. These offices use pictures or posters to bring the HSSE message across. An effective way to reinforce an impression of an HSSE message - Jakarta and Singapore offices. 3. Scheduled inspections of First Aid Kits FAK life jackets fire extinguishers passenger van and ladders plus all inspection records are maintained - Singapore and Tokyo Port Agencies. 4. Driver handbook and forms are communicated to the ISS drivers and available in the vehicles Singapore Port Agency. The handbook includes Emergency Procedures various common scenarios emergency contact list incident near-miss reporting procedures and ISS Driving Policy Singapore Port Agency. 5. Customized vendor incident reporting forms created and distributed to all vendors for reporting incidents to the ISS office Singapore Port Agency. 6. GPS tracking software is used to monitor ISS vehicles locations. This acts as a productivity and safety device to ensure drivers routes are better planned they are driving within the speed limits and if they breakdown or meet with accidents speedy assistance can be provided by the manager Singapore Port Agency. 7. In house HSSE training slides developed in the local language and training delivered to all staff in the office. Tokyo Office. 8. A simple power conservation model was developed that provides a reduction in CO2 emission of 332 Kg per year and an annual saving of SGD154 per year. Basically it is simply switching off the lights when not in use in the morning during lunch and after work. More savings could be realised if this initiative could be adopted by all the departments or across all offices Singapore Service Centre. 9. No driving policy implemented for the offices and all staff are encouraged to take public transport for work Japan offices. 10. Waste segregation bins are available in the office for the purpose of recycling Japan offices. We continue to see local initiatives which all add to our collective aim to work more safely and provide a safer environment for our customers. The traditional way of auditing is usually about identification of non-conformances and areas for improvement reports Aldred Ong Regional QHSE Manager AsiaPac. A reactive approach to issues but essential to ensure people are doing the right things. A lot of times we overlook that identification but recognising good practice in our offices helps to motivate people in doing the things right and stimulating continuous improvement. Since mid-2012 our audit programme has encompassed the identification of good practices and whenever practical Making a difference - good practices for Asia Pacific So now we have databases with all this information. Data isnt it wonderful We can analyse it. Its only purpose is to provide real information or trends as opposed to somebodys opinion on what needs fixing against KPIs critical to business performance. So how do we problem solve to fix things These are the basics Gather your team that have the knowledge or skills in the area concerned. You wont need a cast of thousands but an odd number three or five is good not odd people though. Make sure everybody has their say. Some like to dominate a meeting and they generally steer down the wrong path but you also need consensus for people to take ownership. Describe and write down the problem. If you dont get this right its a pointless exercise. Identify the root cause keep asking WHY why did this occur Do you need a containment plan This may be necessary for system failures in similar environments Discuss and agree on a corrective action responsibility and timeframe Implement and verify that this action will prevent a reoccurrence Congratulate all involved. Problem gone. Lets not wait until we are told of a problem. Being proactive and identifying opportunities for improvement is the next stage of an organisations development and competitiveness in the market place. And we need to be the benchmark in our industry. Data isnt it wonderful We can analyse it. Its only purpose is to provide real information or trends as opposed to somebodys opinion QHSSEISS REPORTER Health checks prove popular ISS India recently organised a health check-up camp at their Airoli Head Office in Mumbai. There was good participation with staff from ISS JNPT ISS Mumbai Fort and VSC India all taking part in the event which was conducted by Healthspring Family Health Experts. The following tests were provided 5 Physiotherapist consultation 5 Dental check-up 5 Blood pressure test 5 Random blood sugar test 5 Body fat analysis 5 Body fat and water percentage 5 Bone and muscle mass 5 Visceral fat test 5 DCI 5 Metabolic age 5 Height and weight examination 5 Oxygen saturation and heart rate test Free consultations were also given by the doctors. The purpose was to make our staff aware of personal health and safety. Having identified any issues with employee well-being from vitamin D deficiency to obesity we hope our employees are able to improve their level of health following this initiative. ISS Dubais HR team organised a two day complimentary health check session with the tagline A Healthy you with ISS for employees. All ISS Dubai Northern Emirates employees had the opportunity to attend the sessions that were held at the office premises. The interactive session with our insurance providers helped staff learn more about their insurance benefits and hassle-free claim processes. The initiative was well received with some 85 percent of staff attending. 16 ISS REPORTERLINERSOLUTIONS Carriers focus on core activities Therelationshipbetweencontainer carriersandagentshasbeen somethingofarollercoasterride overrecentdecades.Here EddieFilusSeniorVicePresident LinerSolutionstracesthehistoryof carrieragentrelationsanddiscussesthefactorsa carriermustweighupwhendecidingwhetherto outsourcecertainkeyelementsofhisbusiness.The articlefirstappearedinContainerisationInternational. Therewasatimegoingbacktothe1990sandformanyyears beforewhenagentswouldrepresentmultiplenon-competing carriersandhandleeverythingfromhusbandryand documentationthroughtocargobookingsalesandmarketingas wellasbrandrepresentationwiththeagentonoccasionsbetter knowninthelocalmarketthanthePrincipalherepresented. Provided there was no direct conflict of interest such arrangements were seen as mutually beneficial and often synergies through on-carrying and transhipment arrangements for example could be achieved between carriers represented by one common agent. This all changed towards the end of the nineties with many carriers electing to open their own offices particularly in key markets and hub ports. This move gave them greater brand identity in a brand- sensitive industry their own discrete IT systems at a time of rapid development in digital documentation and transactions and avoided the need to pay freight commission to a local agent when rates were under relentless pressure. Many carriers believed that they could not only better control their own destiny in a global world where they increasingly wanted to operate on all routes however also save costs by opening their own offices. With the container industry becoming increasingly commoditised with sharing of various aspects of the service especially through alliances and sharing of ships and with demand and supply in favour of shippers it became apparent to carriers that there were economies of scale to be had by outsourcing non-sensitive services. They didnt need to run their own offices with high fixed costs when so many activities and processes could be outsourced often to the very same agents they had worked with in the past. The carriers were now price-takers not price-makers and needed to find all ways to slim down their organisations. More than ever the carrier needed to concentrate on his core activities particularly those involving the customer-facing side of the business. Shoreside operational costs were ideal for outsourcing and could ensure competitiveness when performed effectively behind the scenes by a reliable outsourcing partner. Of course that partner had to meet strict performance criteria. A strong reputation liner experience market knowledge customer orientation operational expertise and a well-established network of offices were all essential with LINERSOLUTIONSISS REPORTER The essential benefit of outsourcing any back office service is the economy of scale achieved equal importance given to a robust ethics compliance and QHSSE culture. But these attributes alone were not enough to win the carrier over. There were three further criteria which often though not always tended to apply. They were New service - if the carrier was entering a new market where a partner agents local knowledge and expertise was needed Smaller country - in smaller countries off the carriers main routes but perhaps served by transhipment or other third- party on-carrying arrangements Difficult place - in markets perceived as difficult for reasons of political strife for example where carriers might not want to risk their own staff. So just what does outsourcing mean in the context of such market conditions Full third party agency services should always be on the menu but tailored to the customers specific needs. Such a menu will include vessel husbandry documentation processing equipment control customer care and accounting services. The essential benefit of outsourcing any back office services is the economy of scale achieved. These need to be analysed quantified and agreed upon by both parties. They can then be enshrined in a service level agreement with key performance indicators. Obviously the greater the number of port calls an outsourcing partner is already handling the greater the economies of scale that can be realised. An agency can handle a bulkcarrier at 0400hrs a tanker two hours later with a container vessel arriving at 0800hrs often arriving on time into a berthing window negotiated between the carrier and terminal in question. Other significant benefits in addition include the ability to provide a robust agreement with a solid set of performance criteria and an agreed auditing process then the agent can be left to effectively take fixed costs out of the equation leaving the carrier to focus on his core market-facing priorities. Few carriers have made a profit in recent years and cost efficiencies are critical to their survival. Information is another essential. Whether in terms of knowledge of and compliance with a stringent international and local regulatory environment or as a useful source of market intelligence an agent should be an invaluable source of information upon which the carrier can rely. Furthermore the relationship itself must be one of mutual trust as well as mutual benefit. The agent is no longer just an agent but has now become a partner in the carriers enterprise. As partners it is important that their respective business models and ethics match one another. Finally performance must be stressed as it is of paramount importance. Such relationships depend on customer satisfaction and service delivery standards must not be just met but wherever possible exceeded. Posidonia 2016 6-10 June Athens Greece Visit the ISS team at stand 3.501 18 ISS REPORTERUNITEDNATIONSSUPPORTOFFICEINSOMALIAUNSOS Supporting the African Union Mission ISS began an exciting new chapter in its corporate life back in 2012 when it won a United Nations contract to provide rations and water to support a 12000 strong African Union peacekeeping force in Somalia. BillMuir SVP for the ISS UNSOS contract explains. Due to the growing security concerns within Somalia this force has now grown to 32000 troops conducting military operations in the country. The conditions are tough the risks are high and the security situation is very volatile. But ISS took up the challenge and is now delivering a world class service supporting the troops in the field. The ISS UNSOS team has established supply contracts for more than 150 food items from vendors around the world at some of the highest food quality compliancy levels in the world. This food is processed through two bases each with warehouse bulk storage facilities for dry chilled and frozen food items. One is in Mombasa and another is in Mogadishu Somalias capital and main port. For several years the challenges were extraordinary from finding the right people with the right level of experience to building new facilities in the harsh conditions of Somalia from supply aircraft crashing to an outbreak of typhoid and to transporting food through the war-torn Somalia hinterland. Perseverance has paid off and the supply chain along with our procedures and our people have all matured to the point where Inchcape is now delivering a truly reliable food supply solution in support of the peace keeping operations in Somalia. The future looks promising with the possibility of a further extension of the existing contract and hopefully the retention of a second three-year contract after the extension. The gross value of the contract is around US120m per year. Living and working in Somalia Three years ago a small team of ISS field logistics personnel deployed into Mogadishu with the rather broad remit to build a food warehouse and distribution centre. This team was literally shown a large patch of unused land adjacent to the Mogadishu International Airport which is within a supposedly secure area known as the Green Zone. The team got on with the job of laying out a plan for the development of the site ordering in material and equipment then personally erecting the steel beams and panelling getting utilities up and running and preparing for the first shipment of food arrivals through the supply chain. In the beginning they had to sleep under the stars work in temperatures of up to 44 degrees Celsius cook for themselves work and rest without the benefit of any shade and without the luxury of personal conveniences. It is a different story now. The base is well established with warehousing sorting loading and storing facilities offices accommodation a fully equipped kitchen and recreation facility sporting and social events internet and Bill Muir with Nityanand Vishwanathan ISS UNSOS Transport Manager at our Mogadishu Supply Base. He is one of the very few staff remaining from the small original team who deployed to Mogadishu to start up the Supply Base. Here he is being awarded the Three Year Service Certificate of Appreciation Raising safety awareness UNITEDNATIONSSUPPORTOFFICEINSOMALIAUNSOSISS REPORTER telecommunications. ISS employs around 180 staff in our Mogadishu Supply Base. The food to feed 32000 peacekeeping troops in Somalia equates to about 1900 tonnes of freight being processed each month through the ISS supply chain and food handling facilities. Food is purchased from vendors located in India South Africa Spain Egypt Dubai Netherlands and many other parts of the world. It includes fresh fruit and vegetables frozen foods such as whole goat and fish and massive amounts of dry food items such as tinned products flour rice pasta and bread. Most of the food is shipped via the ISS storage and sorting warehouse in Mombasa. This is a complex of dry chilled and frozen storage facilities where orders from the United Nations are prepared for subsequent shipment to Somalia. Food The warehouse today In the beginning they had to sleep under the starsworkintemperaturesof upto44degreesCelsiuscook forthemselvesworkandrest withoutthebenefitofanyshade andwithouttheluxuryof personalconveniences The early days Mobilisation back in 2013 when facilities were scant. Eight staff shared one room sleeping on mattresses. Two portable toilets soon became unhygienic and unusable. Clothing was washed in buckets with soap bars and the bush surrounding the camp was plagued by mosquitoes. Our supply base in Mogadishu is similar to the one in Mombasa but is where most of the individual troop contingent requirements are picked and packed. Once ready for transporting to the contingents the food is loaded onto either trucks for road delivery or onto an airplane or helicopter for air delivery to locations throughout war-torn Somalia. The whole Inchcape UNSOS team consists of about 300 staff located in Dubai Mombasa and Mogadishu working 247 to ensure quality food items are delivered to the front line in the ongoing efforts of 32000 soldiers to bring peace to the troubled land of Somalia. 20 ISS REPORTERCOUNTRYFOCUSGREECE ISS roots in Greece stretch back to the British agency house of Morphy Son formed in 1864 and from the beginning agents in Greece for PO and Cunard. In 1988 Inchcape acquired the firm forming Gellatly Morphy Gellatly having been within the Inchcape fold since its early days. Gellatly Morphy is still the registered trading entity for Inchcape Shipping Services in Greece. Christos Makrialeas is our Managing Director. Today ISS Greece is one of the countrys leading agencies operating in Greece and beyond across a broad range of sectors including cruise tankers ro-ro bulk naval container general and project cargoes. ISS enjoys a healthy share in Greeces cruise market representing many of the leading cruise brands. As examples we act for Princess Cruises Seabourn Cruise Silver Seas Cruises Wind Star Cruises Grand Circle Lines and other highly regarded lines. Amongst the specialist cruise-related activities organised for our principals are onboard ATM placements and the provision of wheelchairs and scooters for those passengers who need them. Folkloric dancing and other onboard passenger entertainment also form part of our service portfolio. Our licenced shoreside passenger handling activities fall under the Shorex banner handling large and small groups and organising tours and site visits on behalf of the major cruise lines. Organising passenger transport and hotel bookings pre and post cruise are also the responsibility of this team. But ISS Greeces agency work is not all about the cruise business. An example of other sectors in which we are active is our role as liner husbandry agent for Maersk Container Line in both Piraeus and Thessaloniki. Regional presence ISS Greece also manages a network of ISS-owned strategically positioned offices with the support of well- established local partners and sub- agents covering nine Mediterranean countries. Our controlling hub called Mednet in Piraeus simplifies communications reduces administrative burdens and delivers cost savings around the region. The office serves as a central financial hub collecting invoices in various currencies and issuing one disbursement account in one currency for all countries in the regional network a facility that principals find extremely useful. In March this year ISS Greece opened its own office on Santorini servicing the cruise vessels that ISS attend as agents this is a key step by ISS Greece to further expand its footprint to serve the Cruise market. Medical and technical assistance ISS Greece operates a busy medical assistance service as handling agents for some of Europes leading insurance companies. The work involves often complex emergency medical and technical breakdown support for tourists and other visitors. For those visitors with insurance cover personal assistance such as hotel booking petty cash deliveries and even fraud investigation services are also available served by a highly dedicated team. Serving the Greek owners Since 2003 ISS Greece has had a team in place to maintain and expand the ISS Groups global relations with the Greek-based merchant fleet. This service means that any Greek-based customer has a reliable local point of contact who can address issues arising anywhere in the world where ISS is acting as their agent. This dedicated team Multi-functional office with a regional role is now able to offer quotations for any port globally using our newly developed Customer Service Centre enquiry management system. Among products recently established in Greece is the Single Point of Remittance SPOR. Selected customers who have extensive business with the ISS Group can take advantage of a consolidated statement of account through one single point for payments to any part of the world where they do business with ISS. This simplifies the payment process and offers flexibility in case of urgent remittances for port expenses. Also hosted from the Piraeus office is ISS Machinery Services providing ships equipment and spare parts directly from the manufacturer to more than 1500 shipowners and operators worldwide and ShipNet the completely integrated application suite for the shipping industry. MD Christos Makrialeas The ISS Greece team taken from a drone SHIPNETISS REPORTER ShipNet held its 2016 User Conference in Barcelona recently with 130 participants. The conference theme was Becoming Cost Effective responding to the continuingly difficult market conditions that the user community faces. The market challenge was underlined by Jesper Lok a recently appointed non- executive director at ISS with insights into how digitialisation is bringing disruption. The challenge was how to find smarter ways to save money by using information more intelligently across a single system to find and action opportunities. The conference introduced ShipNet One as a key response. The ShipNet One platform represents a culmination of ShipNets three-year journey to renew and unite the four key domains Commercial Financial Technical and Procurement. ShipNet One provides the user with a single system that customised around the user or the One so that there is One view of the business what One needs to do and One click to action. Therefore ShipNet One is a perfect strategic partner for those who are facing challenges such as insufficient transparency control of resources costs and risks in the operation working with many different software vendors to support the management spending more time on administration functions than operation following up the development within financial and safety regulations worldwide as well as exploiting information with market standard KPIs. Maersk Tankers has become one of the first customers that have started to implement some of modules on the ShipNet One platform. Their reason for choosing ShipNet One particularly the new Procurement module SNAPS.Net was the ability to provide complete visibility of the supply chain with financial and process controls to manage the actual cost of inventory and minimise or optimise the purchases. The conference presented that customer satisfaction had risen for the third year running to 82 of respondents as support cases had fallen to an historic low and new software solutions presented had reached their highest point for many a year. ShipNet demonstrated emerging solutions including the Mobile Voyage Estimator the integration to the ISS new Agency solution YourISS2 the new procurement solution including logistics management and new technical management modules in safety and planned maintenance. These solutions were further enhanced by ShipNets newer partners including Adonis Crewing Mimic Condition Monitoring and Stratum Five Weather Routing as well as the newer solutions from the longer term partners. The ShipNet Analytics solution co-developed with Excel in Business launched the highly flexible Commercial Analytics solution to complement the Financial Analytics solution launched in 2014. There was as always plenty of opportunities for the user community to renew acquaintances learn from each other and provide candid views for the future product direction of ShipNet in the convivial atmosphere that Barcelona offered. So what about the future Well the journey was laid out in one expression SMAC social mobile analytics and cloud the adoption of Social Media to power communication across the community the movement to a complete Mobile world the widening and deepening focus on Analytics and the launch of the ShipNet Cloud to provide four key enablers of how users can benefit from the hard work of the past three years. Dan Niko Wilson Management AS Hans Christian Hauge Wilson Management AS Tormod Johannesen Wilson Management AS Elin Freland Utkilen AS Tormod Johannesen Wilson Management AS Nobuyuki Araki NYK Business Systems Co Ltd Kristina Guenther Ernst Jacob GmbH Co KG Kris Van Wiele NYK Bulkship Rob van Erk NYK Group Kristiaan Salden NYK Bulkship Rune Lien ShipNet AS Kristina Guenther Ernst Jacob GmbH Co KG 22 ISS REPORTERISSGMTAIRCHARTERS ISSGMT is proud to announce the opening of our Air Charter Division. ISS GMT is your total travel management solution partner as an integral part of Inchcape Shipping Services the worlds leading marine and logistics service provider. We specialise in providing private air charters scheduled marine and published airfares hotel and car reservations globally. Our travel centres are always open 24 hours a day seven days a week and 365 days a year from several locations around the world. Our new Air Charter Division is an exciting addition to our other services which now allows us to provide a full circle of support for all your travel needs. Aniko Penzvalto who manages the Air Charter division has always been fascinated by airplanes since an early age Seeing my fathers admiration of airplanes being an airplane mechanic and growing up in Hungary with limited travel opportunities until the late eighties I developed a desire to travel and see the world. Working in the Middle East and North America with one of the worlds largest charter brokers gave me the opportunity to learn more about aircraft and to travel as I had always dreamt of doing. The world of private aviation is very diverse be it a VIP jet a crew swap of oil and gas workers or an evacuation from an area hit by a natural disaster. An air charter is often like putting a thousand piece puzzle together sometimes we may have a week other times only an hour but all of the pieces must come together. Attention to detail and thinking outside the box are key elements to every charter operation much like only utilising safe and reliable operators. Private jets have come a long way since one of the very first corporate aircraft a Travel Air Model 6000-B monoplane called Smiling Thru. HL Ogg president of the Automatic Washer Company of Newton Iowa built this Come Fly With Us Aniko Penzvalto Sarah Petruccelli Attention to detail and thinking outside the box are key elements to every charter operation much like only utilising safe and reliable operators Aniko Penzvalto aircraft between 1928-1931 with the intention of using it as his flying office. Another milestone in private aviation was the Lockheed JetStar a business aircraft seating ten passengers and two crew that first flew on 4 September 1957. As of 2016 there are over 21000 private jets registered worldwide. A significant percentage of these aircraft are based in North America though the industry has also seen rapid growth in the number of private jets in the Middle East and Asia. Today there is an almost endless variety of private jets turboprops commercial airliners and helicopters which allow ISS GMT to consistently offer a tailor-made solution for any air charter need. Be it a Cessna Citation Excel one of the most popular private jets in North America or a King Air B208 all the way to a Boeing 737 our team is committed to find what best suits your needs. For VIP jets we often receive requests when passengers have a tight schedule or even need to be in multiple cities or countries in one day. Flying on a commercial airline will prevent you from maximising your time while the flexibility of operating private jets according to your schedule makes this a more feasible option. Private jets often avoid large commercial hubs which allow the passengers to have a faster and smoother check-in process instead of long security queues. Private jets utilise a network of more than 5000 airports in the US while commercial airlines only utilise 550 airports. This means that a private jet can land closer to your final destination saving you time and money you would otherwise spend on ground transportation. Private jets also come with a lot of unusual and challenging requests and last minute changes. Sarah Petruccelli who has been in the private aviation industry for many years and is currently an air charter broker in ISS GMTs Air Charter Division adds Ive gotten two flights in the air only 45 minutes after their booking. This is usually a two to three hour process but in this situation all the stars were aligned. My pilots were already onsite with uniforms the FBO Fixed-based Operator departure lounge pushed hard to get us pulled out and fueled and the clients were right next door. We were thereby able to recover the mechanical issues they had experienced with their previous aircraft and get them to their meetings not only on time but early. Working with reliable operators and being prepared for all scenarios allowed us to pull off some pretty amazing situations. Sarah even recalls searching for a specific brand of hot sauce for one of her clients at the grocery store. As a surprise she had it waiting for them when they arrived at their next destination. Aniko had a similar experience with acquiring peanut butter and jelly sandwiches in Jordan for three children flying with their family. ISSGMTAIRCHARTERSISS REPORTER After a flight we completed for one of our clients I jumped on a commercial flight and personally returned a diamond ringthatwasleftonaplaneby theclientsdaughterSarahPetruccelli Our business is very personal and we understand urgency adds Petruccelli. After a flight we completed for one of our clients I jumped on a commercial flight and personally returned a diamond ring that was left on a plane by the clients daughter. Private jets are not always as glamourous as they may seem. Aniko remembers working on long term crew rotations in the Gulf of Mexico for various oil and gas offshore drilling companies as well as security firms in the Middle East Africa and other parts of the world. As a broker you always have to be prepared for what can go wrong. Operating in the Gulf of Mexico with its ever changing weather or in a hostile environment in the Middle East we have contingency planning in place for our clients. Certain things are out of our control but we always need to know our back-up option so our clients can enjoy the flight without worrying. Tim Davey President of ISSGMT adds We are very proud to have Aniko and Sarah working with us. As a company we are now able to seamlessly combine commercial air-lift with private air charter to achieve economies of scale and operational efficiencies for our clients. We manage every detail of our clients trip. Our consultants are always happy to discuss budgeting ideas contingency planning and any other air charter and travel challenges clients may face. We arrange charters for VIPs within various industries oil and gas workers and marine crew rotations both ashore and offshore cruise line crew and passenger movements government programmes humanitarian customers sports teams automotive companies product launches or even last minute emergency evacuations. At ISSGMT we are always available to you. Cessna Citation Excel one of the most popular private jets in North America Your Potential Our FutureeLearning Courses available on the Learning Management System ISS Induction Programme Fundamentals of Shipping Shipping Video Library CorporateCompliance and Ethics Awareness Training Hyperion Training Presentation Skills and PowerPoint Training Finance for Non-Finance Managers Your ISS POPDA Training Microsoft Ofce Suite which includes MS Excel Word Project Outlook PowerPoint in 2003 2007 2010 ShipNet Institute of Chartered Shipbrokers online material Stress Management Training Log on to our Learning Management System to access the training 24 ISS REPORTERISSGMTMISSIONNATIONTRAVEL In a world where there is so much prosperity and reward there also exists another world in need of caring support for people less fortunate. Getting help to where its neededLate last August a longtime travel agency executive in the missionary and humanitarian travel business Michael Bedient approached Tim Davey of ISS-GMT about working together to create a new division focused on serving purpose driven travelers from the missionary and humanitarian market including volunteer groups as well as international adoption. A few short weeks later Mission Nation Travel was born as a division of ISS GMT. The vision Mike presented to Tim Davey fitted in well with the ISS GMT model of concentrating on specialty markets. However being able to assist clients travelling around the world for the purpose of making a difference in peoples lives from a humanitarian aspect was especially appealing. The founding team pictured in addition to GM Mike Bedient includes Gail Smith Director of Client Services Tracy Taney Client Services Manager and Kim Corwin Team Leader International Travel. The team nicknamed Charlie and his Angels set off to begin this journey together in October 2015. Full speed ahead With great cooperation and support from the ISS GMT team the startup process and implementation was full speed ahead as they prepared to launch Mission Nation Travel. Within a few short weeks the team accomplished the operational set-up branding model website and social media channels hand-selecting future colleagues for hiring negotiating humanitarian air contracts developing partnerships with other suppliers and developing its sales and growth strategy plan. Preparations were challenging and obstacles were many but with everyones extra efforts Mission Nation Travel evolved from a vision to a functional operation. It was vital for our teams work to be in synch and everyone performed cross functions to achieve a successful brand launch. Today less than six months since issuing its first airline ticket the Mission Nation Travel team has grown to 15 highly passionate team members with a combined 265 years of experience serving these purpose- driven travelers. Each team member shows a deep passion for improving humanity which makes their careers at Mission Nation Travel very rewarding. In the words of one of our team Our culture is so positive and uplifting everyone is so helpful and caring. We lift each other up and celebrate in all of our accomplishments big or small. We are blessed to work for such an exceptional organisation with true integrity and teamwork. The key components of Mission Nation Travels vision are personable service and international travel expertise. With the majority of travelers heading to remote destinations to make a difference knowing they have a committed travel expert to help them at any point is paramount to the peace of mind not only for the traveler but for their sending organisation and family left at home. Reliable travel expertise in managing complex international itineraries and creative faring is aligned with a commitment to personable customer care which is crucial to customer engagement. NGOs Mission Nation Travels current list of customers range from non-government organisations such as the International Organization of Migration IMA World Health MAP International Church-related mission organisations including African Inland Mission Santa Fe Christian School AMG International and Great Commission Latin America and dozens of other mission organisations supporting orphanages medical clinics community development micro-financing and housing Mike Bedient who heads up the Mission Nation Travel division ISSGMTMISSIONNATIONTRAVELISS REPORTER opportunities in the poorest communities. Already more than 50 groups totaling over 1000 passengers are under deposit for this summer. It is anticipated that more than 40 percent of total revenue will be derived from groups beginning in 2017. Global Opportunities In the beginning Mission Nation Travel will focus its attention on US-based organisations before branching out to find global opportunities in future years. The United States is the largest sending nation of humanitarian aid emergency disaster relief services community aid refugee resettlement religious and spiritual support services. The team of experts at Mission Nation Travel offers a vast portfolio of humanitarian and missionary airline products to meet each customers specific travel needs. These special airline products are available from most of the major airlines. The specialised fares include additional benefits such as flexible cancel and change penalties extended purchase windows additional baggage allowance one-way tickets and overseas origination. At the same time the development team at Mission Nation Travel remains steadfast in their negotiation and product development. This includes representing the humanitarian market to airlines travel industry events and customer tradeshows. And in addition to air travel solutions a unique travel insurance product has been developed with Travelex Insurance to insure the safety of our passengers as they help others. 9 The Mission Nation Travel team Door to Deck - Ship Spares Logistics The timely delivery of spare parts is vital to effective vessel operations. We assist in reducing your logistics administrative and overall management costs and provide you with the peace of mind that comes from knowing your freight will connect with your vessel on time. ISS provides Single point of contact through a global Hub End to end solution with on deck deliveries Worldwide coverage Multi-modal options Consolidation centres in key maritime locations Competitive rates Single point of billing 247 operation www.iss-shipping.comA World of Local Expertise For a quotation or to know more about our Door to Deck solution send an email to Or to speak to a specialist in person call 00971 4 303 8500 Ext 805 orld of Local ExpertiseA World of Local Expertise 26 ISS REPORTERCOOKSCORNER DavidCook is GeneralManager GroupOperations basedinPortland Oregon USA Reflections on The Land Down Under With this 40th issue it is interesting to reflect a bit. I have been privileged to write for every issue of the ISS Reporter. I have written about a wide variety of topics. I started with the five Cs of the Port Agency business Communication Coordination Customer Service Cost Savings and Caution. In this issue I capture my thoughts on travels in Australia. In between Ive talked about navigating in turbulent times perspectives lighthouses and a wide range of other topics. I make an effort in each Cooks Corner to focus on the positives in life service delivery excellence and safety. I am extremely grateful for the feedback I have received and sincerely thank all of you the readers for your continued interest. In late 2014 I went to Australia on business visiting our offices there. The most efficient way to get to these offices turned out to be driving. Recently one of my Australian colleagues asked me to write about the experience. So here are a few of my thoughts on OZ. You will not find a Fosters beer or an Outback Steakhouse chain restaurant location anywhere in Australia but surprisingly you can buy a Mexican beer at even the most remote roadhouses. And yes they do cook shrimp prawns on the barbie grill especially around the summer Christmas holidays. Australia divides up its time zones in a way that can make it a challenge to figure out what time it is. The cities in the middle of the country such as Darwin and Adelaide which are on the same basic longitude do not change to the next hour but to a half hour. In the north Darwin they do not go onto Daylight Savings Time but in the south Adelaide they do. The area of Australia is comparable to the United States but while they are similarly sized the total population of Australia is only 24 million vs. the USAs 323 million. Farms and ranches in the USA can be many miles apart. In Australia farms and stations are often hundreds of miles apart. You can go for over an hour on the main highways connecting the largest cities without seeing anyone at all. There are several places to go and things to see but there are so few people given the area that even popular spots often seem deserted. Australia has no land borders with any other country. The news all across the country is quite heavy on political happenings both in Australia and abroad. Australians are eager to be taken seriously on the world stage. Since they contribute significantly to the food and raw material needs of the rest of the world they deserve their due respect. They also have actively committed funds men and material to fight for freedom across the globe in every major conflict since WWI. They celebrate the sacrifices that their veterans have made with numerous memorials parades speeches and remembrances. The Northern Territory a very big part of north central Australia the Capital Territory Canberra and Norfolk Island are self-governing territories. The territories do have elected representatives who are sent to the proceedings in Canberra but the territories representatives have no voting power in the Commonwealths Parliament. It even gets more confusing as Australia is a Commonwealth of the Sydney Bunbury Pine Creek COOKSCORNERISS REPORTER British Crown by choice of the electorate fairly recently. Queen Elizabeth II is the Queen of Australia too. The Queen has Governors in each state and territory and a Governor General as her personal representatives. Apparently their powers are somewhat limited by the Australian Constitution but as late as 1975 the Australian government was dissolved by the Queens Governor General a non- elected official appointed by the Queen and he selected an interim government in Australia until new elections were held. The residents of Australia are justifiably proud of their distinctly different country. They also are quick to advise visitors about the very large and very small bugs crocodiles insects jellyfish sharks snakes and other creatures that will cause you significant discomfort unbearable pain or death. However almost in the same breath they will also tell you that all of these things arent so bad. Popular beaches have shark fences to protect swimmers and can often be closed when jellyfish are present. In the north there are crocodile warning signs right above picnic areas or adjacent to designated walking paths. Therefore it is hard for a visitor to understand when or where it is okay to participate in outdoor activities. However the opportunities to do so are endless. Maybe this is why most Australians enjoy gambling of all sorts. Australia has vast tracts of farmland raising a full spectrum of agricultural commodities. The country is also blessed with significant mineral and gas wealth. There are large reserves of bauxite coal cobalt copper diamonds opals gold iron lead manganese mineral sands natural gas zinc and others. The country has also created an industry around the culturing of pearls. Australia reminds you that youre in a very different place when you see a boab tree a bottle tree or the millions of tall termite mounds dotting the landscape. There are road signs that warn of camels emus goannas kangaroos koalas Tasmanian Devils and wombats likely to cross the road ahead. This is in addition to cattle and sheep. Road trains trucks with up to four full size trailers in tow are also something different. These monsters are a challenge to pass safely on the narrow two lane undivided highways in the outback. All of the above makes Australia singularly unique among nations. Australians are a generally peaceful lot. They do not have promote or back dictators and despots. Aussies will usually help to the degree that a small population can with solving world issues. Another thing I observed was that the country as a whole at least the areas I drove through in 6200 miles of driving was strikingly clean tidy and safe. Even the smallest towns take pride in what they have on offer and several of them have nice park areas to stroll around in. I can overwhelmingly recommend a visit to any part of Australia. Get to know its warmhearted people. Learn all you can about this significant land mass to the south that decidedly contributes to the whole worlds wellbeing and let them know that you now understand that they really do. Remember too that Inchcape Shipping Services has 29 offices in Australia covering all of its unique ports and trade activities. ISS handles all ship types including bulk carriers tankers cruise ships liner ships and everything in- between with a group of dedicated and experienced specialist professionals. Until next timestay and work safe Portland Australia Esperance Camballin Boab Tree 28 ISS REPORTERTHOUGHTLEADERSHIP ISS part of key discussion on the Future of Trade Chris Whiteside was part of an expert panel that gathered at the Google Campus London recently to discuss The Future of Trade - Dubai Multi Commodities Centre DMCCs in-depth analysis of global trade and the influences that will drive the next phase of economic growth. The panel chaired by Ian King of Sky News also included Gautam Sashittal Chief Executive Officer of DMCC Baroness Wheatcroft Non-Executive Director of Fiat Chrysler and former editor of the Wall Street Journal Europe and Simon Williams Chief Economist Middle East Africa and Europe at HSBC. During the discussion Chris offered insight on The Impact of Digital a key focus of the report touching on the importance of Big Data and its effective real-time dissemination. He also commented in depth on the importance of in-house academies and training institutions as the panel moved on to cover A New Geography of Talent also a specific report focus area. As the only member of the group from the shipping industry Chris actively contributed as other topics covered in the report were debated including Shifting Power and Influence Trade Funding and Finance Standards Driving Trade and Systems Efficiency. The discussion was run simultaneously with a launch event at Google Astrolabs in Chris Whiteside centre on The Future of Trade expert panel Dubai and was webcast live to audiences around the world. DMCCs invitation for Chris to participate in this event reflects Inchcape Shipping Services thought-leadership status in the maritime sector dynamically positioning ISS as a global brand that supports trade with ideas that transform our industry. The full Future of Trade whitepaper can be downloaded from Contact ISS Offshore ISS Offshore ISS Maca ISS Rio ISS Angra ISS Manaus ISS Santarem ISS Belem ISS So Luis ISS Fortaleza ISS Vitoria ISS Santos A World of Local Expertise Leading the way in Offshore solutions. ISS is uniquely placed to meet your offshore service requirements. From our strategically placed network of 10 Brazilian ofces we have the capability to deliver fully tailored marine and project solutions to support the delivery of your offshore project from conception to completion. efshorContact ISS Offf eiss-shipping.comfshorISSBrazilOfff .www eiss-shipping.comfshore ISSBrazilOffshorISS Of ISS Maca ISS Rio ISS Angra ISS Maca ISS Rio ISS Angra ISS Manaus em ISSSantarISS Santar ISS Belem ISS So Luis ISS Manaus emiss-shipping.comem ISSSantar ISS Belem ISS So Luis ISS Fortaleza itoriaiss-shipping.comitoria ISSVISS V ISS Santos orld of Local ExpertiseWA ISS Fortaleza ISS Santos LOCALEXPERTISEPANAMACANALISS REPORTER A century on a new era approaches 15 August 1914 Republic of Panama A relatively small vessel enters what used to be the river bed of the river Chagres. The river ran from the Atlantic coast of Panama in the province of Colon toward somewhere around the middle part of the Isthmus of Panama. She sails into a concrete structure that will allow her to be elevated some 85 feet from the Atlantic Ocean level up and into the fresh water reservoir that is Lake Gatun. This lake was at that time the largest manmade lake in the world. Here the Ancon will start her voyage of about 55 kilometres across Panama towards the Pacific Coast. This was the first crossing of the Panama Canal. Note the much narrower canal at the time. Today two Neo Panamaxes can meet here. The Ancon is easily dwarfed by the dimensions of the large future users Back in 1914 Ancon Length....................489.5 ft 149.2 m Beam.............. .................58 ft 18 m Draught........................28.9 ft 8.8 m As from June 2016 Panamax Length........................366 m 1200 ft Width...............................49 m 161 ft Draught..........................15.2 m 50 ft Fast forward to 2016 well maybe not quite as fast as was the original intention and the opening of larger locks which will enable around 95 percent of the worlds vessels to cross from one ocean to the other. This immense project that was started in September 2007 is finally coming to an end. The expectations are very high both in Panama as well as internationally to see what this new enlarged access for transit will eventually mean to international trade. On 26 June 2016 the first Neo Panamax vessel will be allowed to take the trip south yes south from the Atlantic to the Pacific. This vessel will be chosen from among the ten to fifteen largest Canal users and will be the only one that will make the trip on this Sunday. Entering through the new Agua Clara Locks pictured crossing through the existing waterway and after a ten or eleven hour trip she will end up transiting the Cocoli Locks pictured in the afternoon. There she will be met by specially invited dignitaries and celebrations will take place at the Pacific entrance that is actually close to the downtown of the capital Panama City. The whole event may receive a somewhat dry reception as at time of writing the third Advisory from the Panama Canal Authority ACP has been received announcing draught restrictions that are coming into effect in stages due to lack of rain and consequent very low water levels in the lake and tributaries that feed the fresh water into the Canal. Needless to say ISS stands ready to handle all-comers. Panama Canal expansion web httpmicanaldepanama.comexpansion Photo of Cocoli Lock looking northbound with existing Miraflores Locks on the right. New Agua Clara Locks on the Atlantic side. Looking north and out past Colon and Cristobal. Existing Gatun Lock set to the left outside of picture 30 ISS REPORTERLOCALEXPERTISEAUCKLANDDUBAI Maintenance facility for Australian Defence Force ISS Dubai received an Invitation to Tender from the Australian Defence Force to construct a vehicle shelter petroleum oil and lubricant point and vehicle washing ramp with shade. Vinod Rana Global Operations Manager and Mr Jabir from the Modest Company participated in a bidders conference along with a strong pool of contenders from various companies. A technically compliant methodological and competitive offer with a complete set of specifications was submitted. The proposal was assessed in various phases to ensure technical compliance and value for money. The ISS tender was evaluated as the best value for money and technical compliance being chosen over other tenders. The project site work commenced with numerous logistical challenges in dusty and hot weather conditions but a committed team effort ensured the successful completion and hand over to Captain Michael Sipple Project Engineer who commented ISS are a professional organisation that strived to deliver a quality product. Their managerial team worked tirelessly to ensure that the needs of the Australian Defence Force the client were achieved. This resulted in the Australian Defence Force receiving a quality structure that will be utilised for many years to come. Jim Robb VP for Remote and Government Services applauded Vinod Rana and his team for their efforts and the long hours put in to ensure the successful completion of this challenging project. LtoRArshadGhummanSiteEngineerVinodRanaProjectManagerMahiraKhanVPProposalsCapt. MichaelSippleADFProjectEngineerAliRezaElectricalEngineerandMusheerHussainSiteSupervisor Going the extra mile When the Costa Luminosa called in Auckland recently a German passenger on board who had suffered a stroke two days prior to arrival was disembarked and admitted to hospital. Due to the seriousness of the stroke being paralysed on his left side he remained in hospital for over three weeks before being flown home with medical escorts. Fortunately our cruise port operations staff member Katja Mewes who is German assisted the Costa Care Team with daily visits and translation requirements as the patient was not able to speak English. Katja helped the patient will all his insurance requirements and other needs including provision of phone charger adaptors and other personal items. She also informed his family of the disembarkation and remained in contact not only during his stay in hospital but afterwards with his family via phone and social media keeping them posted on his condition and recovery. Costa Cruises were appreciative Dear Katja Now that all passengers finally departed from Auckland I would like to really thank you for the great assistance provided. That was really what we call Care. Great job. Once more many thanks indeed Best regards Sissi Care Team Coordinator LOCALEXPERTISEMOMBASAISS REPORTER Dodwell Kenya launches Tally and Survey service To keep pace with a competitive business environment you need highly motivated and results-driven teams. Whats equally important is converting ideas into profitable business and getting the right team in place to perform as GM ISS Mombasa SanjeevSukumaran reports. Dodwell Survey Team Benson Omondi Gulam Bhegani Alfred Apungu Daniel Muthoka From our previous experience the market in Kenya and East Africa is competitive but with the relevant certification and accreditation and proper training of our team we can stand out in the industry in the not too distant future As with every successful team we are constantly on the lookout for new areas of business development. In September 2015 our team came up with the idea of getting into the survey and tally business in Kenya. We had a good idea of the potential market size but did not necessarily have the full talent to handle this business. We put together the idea on paper and the number crunching started. A few drafts and many meetings later we had a business plan in place and the numbers looked encouraging. Listing the services we would offer and where we would find the required talent were the next steps. We shortlisted a few potential candidates and over the next two months held meetings with them to be absolutely sure that we had the right mix of talent and expertise. We then received the green light from management put a team of three new staff in place and set ourselves a deadline of 1st December to kick off. In this business the Health and Safety and training take top priority. Extensive discussions with Piers Edwards and his team in London started with some very clear guidelines of where we should be on HSSE. We had to come up with an HSSE manual starting from scratch with only guidelines to go on. Our team led by Benson Omondi and the new recruits of Alfred Daniel and Gulam supported by Munir got down to the task and prepared the manual. By end November we had the team in place and an agreed list of services we would offer. It was decided that by Q3 2016 we would offer a full range of services including cargo tally non-destructive testing NDT vehicle inspections and marine surveys. Already by early December last year we handled our first vessel Xing Zun Hai carrying out cargo tally and unlashing for the discharge operation. Some 7800 tons was discharged comprising steel products and project cargo including rail wagons for Kenyas new Standard Gauge Railway under construction between Mombasa and Nairobi. The next stage is to market the new service in other fields of the inspection business notably container tallying and oil and gas sector inspections. Though oil and gas activity in Kenya is modest it is the right time to establish ourselves as we believe the industry will grow eventually. any work whether on board a vessel or at the CFS. They are also involved in safety sensitisation with other teams they work with. EVP Africa David Mackay commented In recent years our Kenya operation has built up an outstanding reputation for the efficient and fast discharge of steel vessels in Mombasa. This requires a consistently high performance for our customers on every single ship we handle. The new tally and unlashing initiative has further increased our control of the whole discharge operation reducing delays and further enhancing our reputation as a six star agent. Global SVP QHSSE Piers Edwards added This is an excellent example of teamwork and drive to develop a new business opportunity in a safe manner. The team asked for help and understood that their expertise in the field meant that with a bit of guidance notably from Nick Morton GM Group HSSE they were able to identify what the hazards of this new business are and put controls in place to make the operation safe for all concerned. The teams proactiveness and use of common sense and experience showed to us that what can be a hazardous operation can be executed if the right planning and thought is put in early. What a brilliant example of professionalism coupled with a healthy entrepreneurial spirit and a well- developed understanding of HSE. An example of what can be achieved to create new business safely. From our previous experience the market in Kenya and East Africa is competitive but with the relevant certification and accreditation and proper training of our team we can stand out in the industry in the not too distant future. says our surveyor Daniel Muthoke. Alfred and Gulam are taking the lead in ensuring there is no compromise in HSSE people and cargo safety. They have introduced and implemented a risk assessment meeting before start of 32 ISS REPORTERLOCALEXPERTISETAKORADI ISS Ghana handles first cocoa shipment Christian Donkoh Project Manager at ISS Takoradi explained It all started with some basic questions about cocoa loading and soon became our first cocoa vessel nomination. Cocoa is Ghana Ghana is Cocoa the saying goes. Cocoa is its chief agricultural export and the countrys main cash crop. Ghana is the worlds second largest exporter of the valued commodity after Ivory Coast. It employs around 800000 farm families spread over six of the countrys ten regions. And the Having successfully handled its first cement cargo ISS Ghana went on to convert another enquiry into a nomination by promptly addressing the principals concerns and gaining their confidence. PTRamdass Operations Manager reports. crop generates around US2 billion in foreign exchange annually making it a major contributor to GDP. Emmanuel Sackey Operations Executive commented The best part of the nomination is that it was the principals maiden venture in cocoa exporting and they trusted us enough to handle their first vessel. We ensured that they were glad they did Cocoa beans cocoa butter and cocoa powder are traded on two world exchanges ICE Futures U.S. and NYSE Liffe Futures and Options. The London market is based on West African cocoa and New York on cocoa predominantly from Southeast Asia. Cocoa is the worlds smallest soft commodity market. Cocoa beans can be held in storage for several years in bags or in bulk during which the ownership can change several times as the cocoa is traded much the same as metal or other commodities to gain profit for the owner. Source Wikipedia Ghana is the worlds second largest exporter of the valued commodity after Ivory Coast Once cocoa beans have been graded and loaded into cargo vessels they are shipped either in new jute bags or in bulk. In recent years shipment of cocoa beans in bulk has been growing in popularity because it can be up to one third cheaper than conventional shipment in jute bags. Loose cocoa beans are loaded either in shipping containers or directly into the hold of the ship the so-called mega-bulk method. The latter mode is often adopted by larger cocoa processors. Source International Cocoa Organization The vessel arrived ahead of her loading schedule and since the allotted berth was occupied our Takoradi team arranged with the port authorities to shift the vessel to buoy where hose tests on hatches spraying of holds and inspection by surveyors were carried out. These proactive measures to save the idle time at anchorage by preparing the vessel for loading were highly appreciated by charterers. Thus the first ever cocoa loading was successfully completed with the Master rating us 10 out of 10 in our quality questionnaire and the charterers representatives who arrived in the country to inspect the loading assuring us of future nominations. CORPORATESOCIALRESPONSIBILITYISS REPORTER The Lighthouse Relay Voyage 3 February 2011 marked the bicentenary of the lighting of the Bell Rock Lighthouse on the Inchcape Reef off the coast of Scotland. It was a great occasion which saw us navigating the choppy waters out to the lighthouse followed by a reception in Holyrood Palace attended by the Princess Royal and other dignitaries. ISS sponsored the event. The idea for the ISS Lighthouse Relay Voyage grew from the realisation that the bicentenary could be much more than just a celebration of our own history. Why not use it to launch a worthwhile initiative We appealed to the ISS country GMs to each nominate a local charity and to all ISS staff and management to join in the effort. Since that day when off the Inchcape Reef the baton began its voyage it has passed through 37 countries and raised over US145000 for the chosen charities. Today it has almost completed its journey through Europe the Middle East India Asia Pacific North and South America. From here it will proceed to Africa before returning to the UK. At time of writing the baton has arrived and departed San Juan Puerto Rico as Jim Freeman GM South Caribbean reports. We raised US1300 for the charity La Fondita de Jesus a homeless shelter. With the companys contribution the total donated was US2300. Jim Freeman presents a cheque to La Fondita de Jesus. ISS Ivan Gutierrez on right The baton was handed over by ISS Eric Gonzalez to Captain Cyr Blijs of the LPG carrier Prins Henrick on its way to Trinidad. North America was the trial region for a new initiative between Inchcape Shipping Services and our chosen charity the Sailors Society. The charity approached ISS last year for help in delivering their quarterly publication Chart Compass to seamen and women around the world and we committed to do this with strong support from our CEO and senior management team. Thanks to all the North America port managers and staff that made the trial distribution a success Pictured below ISS Andrew Trent presents the magazine to the Master of the Cetus Leader an NYK vehicle carrier in Jacksonville. Sailors Society magazines reach seafarers via ISS in North America trial The Sailors Society has elected to tackle the roll-out region by region and will include our Middle East and India port offices with their next edition. Pictured above ISS also fulfils a similar commitment to The Nautical Institute distributing their magazine The Navigator to junior officers worldwide via our global network of offices. 34 ISS REPORTERCORPORATESOCIALRESPONSIBILITY Meet the Three Peaks Challenge teams Ahead of the Three Peaks Challenge in June we meet the two teams that are aiming to conquer all in aid of the Sailors Society. Exciting times are on the horizon as we announce the six members of our two teams taking on the Three Peaks Challenge in aid of the Sailors Society. With the event taking place in June our participants are training for what will be a challenging event. As shipping agents we deal with seafarers on a daily basis and know just how important the role of the Sailors Society is in providing a personal lifeline for seafarers throughout the world. Existing to enrich and enhance the well-being of the worlds 1.5 million seafarers the charity offers practical help emotional and spiritual support financial assistance and family liaison through its network of Port Chaplains and Centres. You can help our courageous team members in their mission to support the Sailors Society by donating to their JustGiving page today www.justgiving.comteamsISS3PC TEAM 1 9 How are you feeling in the build-up to the event Kirsty Excited I am confident we will all do both the Sailors Society and ISS proud. I cant wait to get climbing Munir Its amazing just to be taking part. This is certainly going to be my biggest challenge yet and the thought of completing the challenge is like a dream come true. Xin I was so pleased when Dan Whysall told me that I was selected. I really like the energy and advice Dan created. He is good organiser and I did not realise quite a few people around me have done it already and gave me some tips. 9 What training are you undertaking to get yourself ready to conquer the three peaks Kirsty At the moment I am taking spinning classes a couple of times a week lifting weights and a using a combination of running and the stair-mill to get my body into shape. I aim to ramp this training up as the challenge approaches. Munir I am currently training every day doing physical exercises that will help prepare for the challenges ahead. Xin To get ready I go to the gym three times a day to do circuit training to build up strength and also plan to go St Catherines Hill in Winchester to do some climbing. 9 What does the Sailors Society mean to you Kirsty Having worked previously in our busy ISS Fawley office I can appreciate just how much the Sailors Society does for seafarers how much they are valued and how much time they devote to supporting those in need. Munir It is a fantastic and inspiring initiative to see a collective effort from people around the world working together to support seafarers is incredible. Xin I know someone who was a sailor before. He only did it for three years and three years was long enough for him. Thats when he was single so I totally appreciate the sailors situation especially those from the Far E who they tend to be on the vessel for at least nine months in one go or even 12 months. It is not easy for the family left behind either. Thats why I support the charity. 9 Do you have any words of advice for your fellow challengers Kirsty We will all work as a team and encourage each other on the ascent. See you all at the top. Munir We are all winners by taking part in this event and supporting this great cause we will all have obtained a great personal achievement when all is done. May the best team win. Xin I am new to this. I would not call this advice but I know having a thick skin to inspire people to support either the charity or yourself helps. Kirsty Holloway Munir Din Minas Xin Austin Isobel Winfield does a great deal for charity from her office in Chafford Hundred collects for Wear it Pink day organises raffles bingo and quizzes - all in her own time. She also organises Jeans for Genes day and recently a raffle and guess the number of jelly beans in the jar for Sport Relief. Isobel pictured celebrated a significant birthday recently. A charitable soul ShipNet staff raised INR 174000 over US2600 from their salaries to support the Arumbakkam Public School in Chennai. 2100 boys and girls study there and were badly needing hygienic toilet facilities washbasins and drinking water. The Chennai team came together for yet another cause to support society along with the Rotary Club of Anna Nagar Madras. Support for Chennai school CORPORATESOCIALRESPONSIBILITYISS REPORTER 9 How are you feeling in the build up to the event David Rather good Im trying not to think about what pain I will be in and concentrate more on the sights that I am going to experience. Nevil Im excited about meeting new people in an informal environment and spending time with likeminded adventurists. Peter Im quietly confident and looking forward to the event. As a keen walker I have visited Mount Snowden before but the other two will be a first for me so I am excited. 9 What training are you undertaking to get yourself ready to conquer the three peaks David I have another event that I am already preparing for this year as well as the three peaks which involves a lot of gym work on my upper and lower body. For the three peaks I will incorporate more cardio work such as long distance running and interval training. Nevil I have been engaging in various endurance training activities combined with aerobic exercises to ensure I can sustain the rigours of the event. Peter I live within the Brecon Beacons region so I have been hiking up the local hills and mountains. The Black Mountains are also close by so I have been venturing up the Skirrid Blorenge and Sugar Loaf peaks to get into shape. 9 What does the Sailors Society mean to you David I think that it is a wonderful organisation. Without it seafarers would have very little contact with their families. The support they receive from this charity is key especially since they spend long periods out at sea away from their loved ones. Nevil Having spent over 20 years at sea I understand what seafarers go through be it long periods spent away from families or encountering situations which need one to go beyond the normal call of duty. Peter I have worked in the shipping industry for over 25 years now in a variety of positions including spending a lot of time on board ships and with the crew members. I have first-hand experiences in what seafarers go through with regards to illnesses and vessel detentions so I understand just how important the Sailors Society is for so many people around the world. 9 Do you have any words of advice for your fellow challengers David Dont try and keep up with my pace Jokes aside my advice would be for them to encourage their team members keep motivated and enjoy the experience Nevil For my team mates its all for one and one for all while for the other team follow our trail dont worry we will leave one for you Peter My only advice would be to remember that it is not a race The event takes place from 17-20 June and is a once in a lifetime opportunity to conquer Britains three highest peaks Ben Nevis in Scotland Helvellyn in England and Snowdon in Wales all within 24 hours. TEAM 2 David Dunsdon Nevil Malao Peter James Vicky Yates writes The day was just amazing and the atmosphere was incredible. The run wasnt an easy one for me due to my knees but I still managed to complete it in 6hours 29mins. I have also managed to raise 1300 for the National Autistic Society so Im really pleased. Eddie Filus writes I unfortunately managed only 13 miles having suffered an Achilles Tendon injury during training. However the fundraising went well with just over GBP4000 raised for the Sailors Society from some 50 generous donors. London Marathon proves as tough as ever 36 ISS REPORTERREGIONALMANAGEMENTMEETINGS Asia Pacific The Asia Pacific team including country GMs the sales team and regional management came together in Singapore to hold their regional Management Meeting. Those attending from outside the region included Anthony Quinn Xin Austin and Iris Lim. The theme centred around the Groups four key priority areas with a number of interesting presentations and workshops enabling a high degree of interaction and involvement by all participants. The meeting concluded with each individual setting themselves targets and commitments for the coming months. The opportunity was taken to host an enjoyable customer reception at a nearby Tapas restaurant. Some 80 guests mingled and made new contacts. It also allowed Simon Edsall EVP for Asia Pacific to thank customers for their business. REGIONALMANAGEMENTMEETINGSISS REPORTER Middle East India The first Regional Management Meeting of the Middle East India region for 2016 was held at the Dubai Marine Beach Resort with the theme A team is many hands and one brain. The two day meeting was concluded by a beach volleyball game as part of a team building event. Our Packing and Removal team helped set up the court at the meeting venue itself which saved us both money and time. The four groups had an intense but fun-filled games making it a very successful team event. The team headed by Jim Robb took the winners trophy. 38 ISS REPORTERREGIONALMANAGEMENTMEETINGS Europe Africa The two regions of Europe North Africa and Africa met for their combined Regional Management Meetings in Limassol. Acting CEO Chris Whiteside opened the meeting stressing our key priorities of customer engagement customer service together with our operational model and our culture. He added the need for consistency in all fields of activity and referred to numerous customer visits he has made recently and the invaluable feedback he has received. Chris also made clear the importance of his high level of visibility as CEO to both customers and staff alike. Later he stressed that we were all leaders and responsible for our own agreed actions chief amongst which were visiting customers and using our tools of top-class service delivery the cost savings we can offer them simplifying the way they and we can work together for their benefit and to work with customers in the spirit of team collaboration on both sides. EVP Europe North Africa Gavin Griffin hosted the event while sharing the forum with EVP Africa David Mackay. Presentations were made country by country as well covering our Solutions our Product Service portfolio and our Enablers. Throughout there was strong emphasis on the financial imperatives of budgets and targets to be met. The team building event was a Bake-off held in the hotels kitchens and requiring four teams to each produce a Swiss Role and a Crme Brulee the latter being a challenge too far. Chris and Amanda Champion were our brave judges tasked with sampling the results. Team leaders guided by hotel chef Ilias Crme Brulee Master Chef Too many cooks Umm not bad REGIONALMANAGEMENTMEETINGSISS REPORTER On the second evening the two regions hosted a customer reception with an impressive turnout from the maritime community of Cyprus dining with the ISS teams in a beautiful setting beside the sea. Special thanks was given to Christos Makrialeas Georgia Giannakopoulou and their team for organising the event. Toll free no. 800 4194 Removal Ofce Dubai Abu Dhabi Doha Muscat Kuwait Bahrain A World of Local Expertise International Local Relocation Corporate Ofce Relocation Pet Relocations Storage Comprehensive Insurance Cover RELOCATION SERVICES RlLlittI NOITAATCOLER SECIVRES itl N flloTTo iabuDecffO A e 008.oneerf gnivom4914 ssi - ibahDubA ahoD tacsuM uK .ww.www -ssi ediwdlrow WA RlacoLlanoitanretnI oleRecffOetaroproC snoitacoleRteP egarotS evisneherrepmoC narusnI n moc.gnippihs- tiawu niarahaB moc.srevome esitrepxElacoLfodlroW oitacole noitaco revoCecn 40 ISS REPORTERSTAFFNEWS Gustavo Robles has joined ISS as GM Mexico while Rodrigo Sandoval has taken up the role of Marine Operations Manager Mexico to ensure consistent operational standards are achieved in our port agency business. Kirsty Fillis has taken on the new role of Sales Manager based in Sydney forming part of the regional commercial team and focusing on Australia- based customers. Thierry Van Cayseele has joined ISS as VP Regional Operations Africa based in Mombasa. Ryan Jurewicz is appointed Sales Manager Marine Solutions North America based in Connecticut. Allan Wooding has been appointed QHSSE Manager Australasia based in Sydney. Feizel Mohammed has joined ISS as Commercial Manager for Ship Crew Solutions based in Singapore. Kuwait Inchcape Innovators Award ISS James Walsh GM ISS Kuwait selected four individuals as winners for the 1st Quarter 2016. They all did a fine job ensuring customers received the best possible service. L-R Tariq Saif Liner Services Department George Kurian Lloyds P I club Department Shahzad Hussaini Cargo Services Department Susan Philip Engineering Services Department GM James Walsh K Das Nair GM of ISS Singapore has chalked up a remarkable 40 years service with the Inchcape Group having started his career in 1976 with The Borneo Company. Das was presented with a long- service certificate by Simon Edsall and signed by Chris Whiteside. It is this dedication along with the knowledge and relationships built up over that period which allows us to provide the highest level of service to our customers. Das was congratulated on his outstanding achievement as a role model to the rest of us. STAFFNEWSISS REPORTER At Tods farewell presentation were L-R Elaine Penton Tod Gannett Matt Lee Leslie Clementsand John Harvey presented an engraved ice bucket to Jim Grieshaber. Tor-Arne Berger Product Management Director of ShipNet pictured top and Jon Bumstead above completed 25 years of service recently and I would like to take the opportunity to thank him writes Jon Bumstead. I cannot think of a more committed person to the ShipNet cause. We thank Tor-Arne for his dedication to the needs of our customers and employees alike as well as congratulate him for his tremendous contributions to the development of the company. In so many ways Tor-Arne is the father of ShipNet. On the same note and with a view to recognise and reward exemplary performance Global DA Centre Dubai has initiated the Service Excellence Quarterly award for their team members where the team votes for colleagues based on the following criteria Innovation Productivity Teamwork Customer Service Cost Savings QHSSE The Service Excellence Quarterly awards for 2015 were as follows Celebrate what you want to see more of Q1 Gokulakrishnan K N for remarkably prompt closure of DAs within the Dubai region Q2 was shared by Mahesh Nair for outstanding performance in managing the AIDA cruise and transition periods the outcome being a satisfied client. And by Glenn Peligro for delivering incomparable service to clients providing optimal solutions in any given situation. Q3 Rohanie Gere for her outstanding support as part of the invoicing team accomplishing consistency during the transition period. Q4 Kiran for his commendable performance as a DA executive and his constant support to his teammates in resolving queries. The award has instilled a more competitive but healthy mood. The teams maxim is The hard work that we put in brings us one step closer to our future. Engraved ice buckets mark well-earned North America retirements 42 ISS REPORTERNOTICEBOARD Quoting from Wikipedia International Workers Day also known as Labour Day in some places is a celebration of labourers and the working classes that is promoted by the international labour movement socialists communists and anarchists and occurs every year on May Day 1 May. Being also a traditional European spring celebration May Day is a national public holiday in many countries but in only some of those is it celebrated specifically as Labour Day or International Workers Day. In Rio de Janeiro ISS Brazil celebrated Labour Day in the office. Labour Day in Latin America In Chile the office right celebrated Labour Day with empanadas and a speech from Juan Pazos to his DA team. An empanada also called pastel in Portuguese is a stuffed bread or pastry baked or fried in many countries in Latin Europe Latin America the Southwestern United States and parts of Southeast Asia. NOTICEBOARDISS REPORTER Meanwhile ISS India celebrated Holi the Hindu spring festival also known as the festival of colours or the festival of sharing love. Holi Festival of colours ShipNet Chennai enjoyed a family day with a pirate theme. The celebration gave staff the opportunity to meet and bond with their colleagues families. The programme was inaugurated by long service staff and youngest entrants to the organisation. L-R Sreevidya Memoolath Kannan Pushparani Aneesh Ravindran Kannan M and Srivenkat Babu who lit the lamp to inaugurate the event. A pirate party Late last year Chennai saw the worst rainstorm and floods in almost 100 years writes ShipNets Priyadharshni D. Our office had no power and no network connections to contact their families. Houses were flooded. People were running for their lives there were food shortages and medical emergencies. The office came to a standstill and was shut down for several days. Initially we were unable to reach our colleagues to enquire about their welfare. Then Kishorekumar started a WhatsApp group to reach our staff. It worked well and we were able to contact 80 percent of staff within two days. Apart from Kishore Bilal Alex and Riaz of the IT team helped in getting the office back into running order. Meanwhile Sridhar S Deepak Raj Raamkumar Harish Balamurali Kiran kumar Sam Pandian and Dhiren volunteered to help out socially. All credit goes to the team. When the floods came L-R Sam Pandian Raam Kummar Sarath Kumar Devasi Alex Bilal Hussain Kishore Kumaar Sridhar S and Dhiren Bhanushali pictured during the ShipNet Chennai family day. Sachin Thokal from ISS India celebrated his daughter Sayuris first birthday recently with ISS colleagues. And a birthday Inchcape Shipping Services ISS is the worlds leading maritime and logistics service provider. ISS Greece is rmly focused on its customers needs delivering tailored solutions with a strong commitment to service excellence through its network of proprietary ofces and local partners across the Mediterranean. A World of Local Expertise Inchcape Shipping Services Greece 3 Agiou Dionysiou Street Piraeus Greece 18545 Tel 30 210 4146600 Fax 30 210 4224908 30 210 4102874 Email Port agency Crew services Cash to master Spares supplies Provisions stores Husbandry services Medical assistance Passenger services Inchcape Shipping Services Gr eet3 Agiou Dionysiou Str eece 18545Piraeus Gr el 30 210 4146600TTe Fax 30 210 4224908 30 2 Email piraeusopsiss-shippin eeceInchcape Shipping Services Gr Fax 30 210 4224908 30 210 4102874 Email .www oLfodlroWWoA esitrepxElac