Quality

Customer Service Statement

Through innovation, quality and flexibility, P&O Ferrymasters leads the market in the design, implementation and provision of integrated asset and non asset based road and Intermodal Freight Management solutions for European industry. In order that we maintain our leading market position, we are committed to providing customer service activities, which fully satisfy, and wherever possible, exceeds our customers expectations. To safeguard these processes, we have implemented the P&O Assessment Standard System (PASS). This fully-integrated self-measurement system is based upon:

• The positive commitment of all our employees to provide reliable and consistently excellent service.

• The creation and maintenance of a business and working environment focused on continuous and sustained improvement.

• An integrated Management System which defines, monitors, manages and audits every aspect of our business processes.

• Investment in both the personal development of our employees and the resources at their disposal.

• A genuine care and regard for the needs of customers, employees, the public and the environment alike.

• The fundamental belief that it is the customer's definition of service, not ours, that counts.


Bas Belder - Managing Director
1 November 2007