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Operating performance

marsa maroc

Marsa Maroc Group has always placed operational performance at the heart of its concerns. The group aims to make operational excellence part of its corporate culture in order to best meet the needs of its customers.

In 2021, the Group has defined a new operational quality improvement initiative called "ITQAN". This is a structured approach, adapted to its activities and standardized across its terminals.

Its main objective is to improve the satisfaction of the Group's customers by making efficient and optimal use of resources, while respecting health, safety, security and environmental conditions.

Listening to the voice of the customer, at the heart of the Group's
operational performance initiative


In order to set up the ITQAN initiative, the Group carried out an initial diagnostic phase that included listening carefully to its customers'
expectations in terms of service quality, feedback from operational teams in the field and a benchmark to identify best practices.

The Group's discussions with clients have highlighted the following expectations:

 

  • Control of port operations and acceleration of flows;

  • Obtaining reliable, real time information on the progress of port operations;

  • Preservation of goods integrity and ships safety.

All of the Group's entities are committed to implementing the ITQAN initiative and work every day to meet customer requirements in terms of service quality.