Service Delivery

Process Vessel

This chapter shows for each type of customer order the process flow. The customer order types (MOT) that
are described are: vessel loading and unloading.
For this customer order type, the process flow is described for the sub-processes of order intake, planning &
scheduling and execution.
.1 Vessel - Business Process

Activity Description

3 Customer order A customer order comes in via various sources:

Received • Enterprise 2 Enterprise (EDI) - most preferred
• E-mail using fixed MS format to enable automatic order registration
(using mapping tool that maps MS format into business process system)
• Web order entry
Minimum requirements for a customer order are:
• Customer name
• Product name
• Quantity
• Unit of measure
• Type of operation
NB. Country regulations may dictate additional information.
4 Execution Plan Terminal activities overview, also known as:
Updated • Newspaper
• Activities plan
• Day plan
5 Execution plan All process information is recorded, updated and published.
Updated & Info
Published
6 Order update An order update can be required due to following occurrences:
Required • Additional service - a service that was not captured in the initial customer
order registration
• Request from the customer to change order particulars - can occur at any time
after the initial order registration
• Revision - can also be internally initiated; e.g. maintenance outage
• Cancellation
• Additional services can be added after execution, for example overtime
7 Invoice Produced, This leads to an automated batch process. This automated process will
Sent, and Booked select on sent invoices and book these into the A/R.
8 Updated & Progress Each business process reports its progress to monitoring and reporting.
Info Received This progress information can be for example:
Start/stop product movement.
(In this process one generic event is used: “Updated progress info received”. In
the underlying processes the specific event name is used.)
9 Service Closed All activities related to execution processes have been completed.
 Vessel - Business Process

Ca rries out & Supports Carries out & Supports Ca rries out & Supports
Orga niza tion...

Customer Service and Logistics Department Operations Department Finance Department

Customer order Order update

Received Required

Order Entry
and P & S
Vessel

Vessel Execution Plan

Available Updated

Call In
Vessel

Vessel
Execution
Called in
Vessel

Execution plan Monitoring &

Updated & Info Reporting Updated &
Published Processes Progress Info
Received

Service
Invoicing Closed

Invoice
Produced, Sent,
and Booked Collection / AR

Cash
Collected and
Booked
1.1.1 Vessel - Order Entry, Planning, & Scheduling

Activity Description

1 MOT exception MOT not within acceptance limits but might be handled with special safety
Identified considerations.
2 Agent request Terminal is contacted by agent to inform on visit and cargo lists of a specific
Received vessel/barge.
3 Validate Agent If request comes from an agent and is not covered by a customer order, the
Request with customer customer has to be contacted to confirm the request.
4 Agent Request Agent request matches customer information.
Validated
5 MOT Rejected MOT not within acceptance limits.
6 Conduct MOT Check whether MOT is already cleared. If yes, the MOT is accepted.
clearance If not cleared yet, MOT particulars need to be checked in relation to the terminal
requirements and constraints (see glossary for MOT clearance).
If compliant, the MOT is accepted, else the MOT will be rejected.
If no clear decision can be made, this will be treated as an exception.
Recommendations:
• Define rules for MOT acceptance (e.g. use standard questionnaire that requires
more investigation in case of first time arrival)
• Provide jetty restrictions on portal
• A database with MOT particulars is required (e.g. Q88). The database should
indicate whether there are any specifics related to the MOT or whether it is on a
“blacklist”.
7 Customer / 3rd Party Customer or 3rd party is contacted to confirm the order. In the message the
Notified current stock information will be displayed.
Customer/3rd party can be:
• Surveyor
• Agent
• Hauler
• Customs
• Pipeline operator
• Port authorities
• Railway company
Information is also published on portal.
Send active notification to 3rd party if agreed with the customer or covered by
SLA.
Recommendations:
• For rail B2B and track&trace link between railway company and Terminal should
be created
• Portal should generate an electronic acknowledgement to all involved parties
8 Customer request Request received with incomplete order but sufficient information to register an
Received MOT.
9 MOT Accepted MOT within acceptance limits.
10 Register & Plan MOT Register the MOT including the ETA, and notify the customer and/or 3rd party.
11 Customer order A customer order comes in via various sources:
Received • Enterprise 2 Enterprise (EDI) - most preferred
• E-mail using fixed MS format to enable automatic order registration (using
mapping tool that maps MS format into business process system)
• Web order entry
Minimum requirements for a customer order are:
• Customer name
• Product name
• Quantity
• Unit of measure
• Type of operation
NB. Country regulations may dictate additional information.
12 MOT To be Cleared MOT clearance can be conducted after receipt of customer order.
3.1.1 Vessel - Order Entry, Planning, & Scheduling
 Vessel - Order Entry, Planning, & Scheduling

Activity Description

13 Customer / 3rd Party Customer or 3rd party is contacted to confirm the order. In the message the
Notified current stock information will be displayed.
Customer/3rd party can be:
• Surveyor
• Agent
• Hauler
• Customs
• Pipeline operator
• Port authorities
• Railway company
Information is also published on portal.
Send active notification to 3rd party if agreed with the customer or covered by
SLA.
Recommendations:
• For rail B2B and track&trace link between railway company and Terminal should
be created
• Portal should generate an electronic acknowledgement to all involved parties
14 MOT Registered & MOT planning input in business process system.
Planned
15 Order Scheduled Activities scheduled according to order.
16 Register/Update Order The customer order (original or revision) is received and registered.
When needed customer is contacted for additional information to complete the
order (see glossary). Based on the contract, standard (additional) services are
added to the customer order. The customer order can include a release order. In
case of a pipeline transfer a transfer schedule may be received before the final
customer order.
Based on the customer order a number of checks needs to be performed:
• Customer agreement
• Credit block
• Contract
• Pricing
• Stock
• Service
• Infrastructure
This can lead to a non-compliant service.
In case of a MOT, it needs to be checked if clearance is needed and if that is the
case, whether the clearance is still to be performed.
If order is completed and checked, 3rd party and/or customer is notified,
and order is accepted and registered.
NB. Tank number is not required at this point, but should be known during
scheduling.
Recommendations:
• Enable to automatically or manually capture additional services as per SLA.
• Allow invoicing to 3rd party
• Check on compatibility between tank ID and service. This should be performed
by the system
• The system should contain a pick-list of possible additional services based on
the contract
Vessel - Order Entry, Planning, & Scheduling
Vessel - Order Entry, Planning, & Scheduling

Activity Description

17 Schedule Order If the MOT is cleared (if applicable) and there is at least one customer order, the
MOT and order can be scheduled.
• Rail specific: the customer order should have a related railcar
• Truck specific: define planning method based on terminal characteristics (size,
demand, products, etc.)
Possible planning methods are:
• SBS
• First Come First Serve
• Drop and swap
• Extended opening hours
NB. Combination is also a possibility.
Scheduling the order will lead to updating the execution plan on infrastructure
needs and activities to be executed. Based on order requirements:
• ETA
• Product name
• Product quantity
• Surveyor requirements
Primary the schedule is checked on availability of the infrastructure:
• Infrastructure availability
• Resource availability
• Common or dedicated tank/lines
• Production plan
• Customer stock position
In case of blending: the sequence needs to be confirmed. If not possible the
change needs to be agreed with the customer. If a suitable infrastructure is
available the required preparatory activities are identified:
• Cleaning
• Line-up
• Heating
• Pigging
• Purging
• Sampling
• Homogenizing
• Line displacement
• Circulation
• Blend sequence
• Etc.
The result is:
• Order is scheduled together with the MOT
• The execution plan is updated with the schedule for the order and MOT
• Updated plan is published
Recommendations:
• Business process system automatically proposes solution (e.g. line-up,
infrastructure, time-lines, identify activities hampering/ preventing execution,
maintenance outage)
• Integration between the business process, DCS and maintenance management
systems
• Schedule information is published on portal
• MOT ETB
• Minimal infrastructure information
• Scheduling for execution is done on short notice (e.g. two days before execution)

• As far in advance as possible (e.g. two days before arrival), contact customer
and ship agent to have pre-arrival meeting and determine planning required to
execute order (pre-arrival questionnaire needed).
Increased accuracy/efficiency for execution plan. Expedite operatingreduce
demurrage.
Vessel - Order Entry, Planning, & Scheduling
Vessel - Order Entry, Planning, & Scheduling

Activity Description

18 Execution Plan Terminal activities overview, also known as:

Updated • Newspaper
• Activities plan
• Day plan
19 Order update An order update can be required due to following occurrences:
Required • Additional service - a service that was not captured in the initial customer order
registration
• Request from the customer to change order particulars - can occur at any time
after the initial order registration
• Revision - can also be internally initiated; e.g. maintenance outage
• Cancellation
• Additional services can be added after execution, for example overtime
20 Order Registered, The system has successfully validated the customer order/update on:
Updated & Planned * Customer Agreement
* Credit Block
* Contract
* Pricing
* Stock
* Service
* Infrastructure
NB. Country regulations may dictate additional information
21 Non-compliant Service A non-compliant service is a service that cannot be registered due to system
Identified validation error e.g:
• Service not in contract
• Credit block
• Incomplete order information
• Unacceptable changes
22 Plan Published Specific instruction for execution of this order.
NB. Publish should be via portal.
23 Contact Relevant Communicate with relevant parties to solve identified non-compliant service.
Party Relevant parties can be:
• Commercial (if services are not included in the contract)
• Maintenance (if infrastructure is not available)
• Finance (in case of credit blocks)
• Customers (order incomplete, insufficient stocks, changes that might
substantially affect schedules)
• SHEQ (unknown products)
• Authorities (customs’ related issues)
As a result of this contact the service:
1. can be rejected
2. service changes for contract requested
3. solution is found for the non-compliancy, when applicable relevant orders
need to be updated
Recommendations:
• Standard price list for non-compliant services so CSR/Logistics can immediately
offer a proposal to the customer. In any case Commercial has to be contacted to
formalize the service.
• Integration between the business process and CRM systems
24 Service changes Services requiring commercial interaction between customer and commercial
requested depts.
25 Non-compliancy Agreement from all parties on proposed action plan, including order changes if
Solved applicable.
26 Schedule update Update on MOT ETA from 3rd party.
Received
Vessel - Order Entry, Planning, & Scheduling
1.1.2 Vessel - Call in

Activity Description

2 Call in Vessel When the terminal is ready to receive the vessel, the vessel is called in. Vessel is
called in based on:
• Schedule
• Infrastructure availability
• Stock availability
• Tender status
NB. This process could be delegated to the Operations department, with clear
rules.

Vessel - Call in
1.1.3 Vessel - Service Execution
Activity
3 Handle Arrival
5 Conduct Ship/Shore
Conference
7 Subsequent services
Required
9 Execute Vessel
Preparation activities
11 Execute Connection
12 Parallel Services
Required
13 Perform Visual checks
Description
Ship is berthed and secured according to the safety standards (product
movement- arrival handling). Furthermore the arrival time is registered.
Safe access to ship is established.
Recommendation:
• Register the arrival at source and information is automatically transferred to
portal
When it is safe to enter the ship, pending local legislation and procedures, the
surveyor, port authorities, and/or Terminal staff fill in the ship/shore list. Thereafter
the ship/shore conference is held.
The participants of this meeting could be:
• Ship officer
• Terminal employee
• Surveyor(s)
Agenda topics are:
• Load/discharge agreement (connection, pump speed)
• Ship/shore checklist (ISGOTT)
• Emergency plan
• Environmental control
The outcome of the meeting can be that the ship is not accepted based on the
safety requirements.
When there are multiple parcels involved and they can only be executed in serial.
Depending on the nature of the activity this step is either executed or skipped.
Depending on the services required for the MOT, preparation activities are
executed before, during and after arrival, up to the point of starting the movement.
Preparation activities could include:
• Cleaning
• Sampling
• Line-up
• Gauging
• Set up stop gauge/alarms
• Pre-arrival check
• Heating
• Homogenizing
• Pigging
• Circulation
• Line displacement
• Etc.
If the required preparation is executed and the load/discharge agreement or work
instruction is in place, the execution of the connection can begin.
NB. A surveyor approval may be required to execute a connection.
When multiple parcels are involved and can be executed simultaneously.
During the execution of the service, (repetitive) checks need to be performed in
accordance with the Terminal Standards and local legislations.
Examples of checks are:
• Line-up checks
• Periodic ship/shore safety check
• Re-check and adjust stop gauges
• Check and verify concurrent operations
Vessel - Service Execution
Vessel – Service Execution

Activity Description

15 Subsequent services When there are multiple parcels involved and they can only be executed in serial.
Required
16 Execution Plan Terminal activities overview, also known as:
Updated • Newspaper
• Activities plan
• Day plan
17 Pick Next activity Check the execution plan on timing for the activities that need to be performed.
Based on this, release the relevant work instructions for the activities that are
about to be executed.
• Based on the activity it is known whether a surveyor or 3rd party is required
• Identify if additional services are required
19 Inform Surveyor Inform the surveyor as early as possible so the surveyor is cleared to execute his
tasks (e.g. sampling, gauging, inspection, etc.).
NB. It is important to keep the surveyor informed on the schedules, so the
surveyor will not be on the critical path of execution.
Recommendations:
• Portal available for surveyor to be updated on schedule information
• Terminal should know the contents of the SLA between the customer and
surveyor. Use the KPI of surveyor performance to help our customer to monitor
the surveyor performance.
21 Start MOT Product Once the MOT is connected to the infrastructure, product movement can start. If
movement applicable, the surveyor approval may be required.
NB. Pending the nature of operation, possible interruptions are:
• First foot analysis
• Pre-pumping operations
• Manifold samples analysis
• End of line samples analysis
If multiple services are to be executed parallel, these product movement activities
start from this point.
23 Conduct Routine During the execution of the service, checks need to be performed in accordance
checks with the load/discharge plan or work instruction, and Terminal Standards.
Examples of checks are:
• Pumping performance as per agreement
• Monitor moved quantity
• Line-up checks
• Periodic ship/shore safety check
• Re-check and adjust stop gauges
• Check and verify concurrent operations
27 Perform Surveyor Tasks to be executed by the surveyor, which can be:
Activities • Gauging shore tank
• Sample shore tank
• Inspect shore tank
• Line samples
• Gauging MOT tanks
• Sampling MOT tanks
• Inspecting MOT tanks
• Manifold sample
• Dew-point
• Analysis
Vessel - Service execution
1.1.4 Vessel – Service Completion
Activity
1 Vessel declared empty
2 Difference Outside
tolerance
3 Execute vessel
Disconnection
5 Unberth Vessel
7 Execute Post activities
10 Establish Quantity
11 Difference Inside
tolerance
12 Declare Quantity
Description
Specific for vessel unloading only.
Once a master or chief officer declares the vessel empty, hoses or loading ams
should be disconnected immediately as demurrage clock stops. This is the end of
the freight contract. In case the surveyor checks and finds the ship not being
empty, TERMINAL must issue LoP against the ship and send a copy to the
customer. Reduce demurrage for the customer.
• Difference in shore/ship figure
• Difference between nominated and actual quantity
• Difference between tanks
Once the quantity is within tolerance level, the disconnection from the
infrastructure can be executed. In case of driver self loading this will be executed
by the driver.
MOT will leave the jetty and the time of departure will be registered.
Based on the type of service, the vessel, and destination, documents might not be
provided before departure (e.g. for discharge, no documents are required for
departure, for loading the vessel might only depart after receiving the documents).
If applicable, execute necessary activities to finish service execution.
Post activities can be:
• Pigging
• Homogenizing
• Sampling
NB. MOT can depart during this activity (when MOT involved).
NB. Railcar specific: at this point the railcar can be shunted to an outbound track
and notification to the railway company to pick up the outbound railcars.
Once product movement is stopped, and if applicable surveyor approval is
received, the quantity is determined based on the gauge.
This can be done on provisional or final figures.
NB. The surveyor can be involved upon customer request.
As a result, it is determined whether the quantity is within or out the tolerance
level. Differences outside of tolerance should be investigated immediately and be
resolved internally.
Movement quantities are based on Terminal figures, unless otherwise specified.
NB. All tanks should be provide with a ATG.
• Difference in shore/ship figure
• Difference between nominated and actual quantity
• Difference between tanks
• Difference between received and pumped quantities
As soon as quantities are agreed upon and confirmed they are published
immediate to customer, including reconciliation (if required), and updated book-
stock.
MOT specific: based on the type of service, the MOT and destination, the moment
of declaration is done before or after departure of the MOT if applicable.
ITT specific: if multiple transfers (services) are required, each movement quantity
is confirmed before the next movement starts.
Recommendations:
• For operations requiring shipping documentation, a standard departure handling,
automatic interfacing between business system and documentation tool should
result in printing of compulsory documentation at the loading location
• The publishing of the quantity should be done via the portal
Vessel - Service Completion
Vessel - Service Completion

Activity Description

14 Create Shipping & Once all services for the MOT are completed, the documents concerning the
Customs Documents moved quantities are completed and if applicable agreed between surveyor and
terminal and if applicable printed.
For trucks the documents are always printed for the driver.
Local requirements will dictate when, where and to whom documentation is
provided.
NB. If simple documentation is required (CQ or B/L), operations should be able to
provide them..
17 Service Closed All activities related to execution processes have been completed.
20 Perform Surveyor Tasks to be executed by the surveyor, which can be:
Activities • Gauging shore tank
• Sample shore tank
• Inspect shore tank
• Line samples
• Gauging MOT tanks
• Sampling MOT tanks
• Inspecting MOT tanks
• Manifold sample
• Dew-point
• Analysis

Vessel – Service Completion