INCIDENT FORMAT

CORRECTIVE ACTION
PREVENTIVE OR IMPROVEMENT

Prepared by: Miguel A. Ruíz Position: Deputy Director Date: 7-27-2022

CORRECTIVE x
Topic / Subject: Complaint of the OOCL business partner for
PREVENTIVE
breach of service.
IMPROVEMENT x
1.- People participating in the action and coordinator:
2.- Description of the problem to be eliminated or avoided:
Gabriela Ramírez - Documentation
Delay and lack of follow-up on the specific descriptions of the service
Karen Guzman - Income
requested by the Business Partner
Claudia Garrido - Administration
Griselda de los Santos – Commercial
Coordinator: Miguel Á. Ruíz – Deputy Director
3.- Previous actions or first actions adopted:
a) Meeting with those involved to determine the root cause of the business partner's complaint

4.- Cause or causes that generate the problem or that can generate it:
a) Effective communication and internal monitoring

5.- Solutions that attack the cause of the problem, possible actions:
a) Review of emails and confirmation of their resolutions
b) Formal delivery of pending tasks, follow-up to services or closing them verbally and in writing
c) Sending of the general service assignment list for confirmation

6.- Corrective/preventive actions finally carried out, including dates:

a) In a meeting held on 07-26-2022, through the Deputy Director, the following was generated:
1. Awareness to each employee involved of the importance of meeting and exceeding service expectations with our business partner.
2. The importance of communication, feedback generation and physical support of this process was also addressed.
3. When covering vacancies, disabilities, vacations or absences:
• Training of another collaborator so as not to resent absences and not stop the continuity of the service.
• Effective and written communication when passing the area post office
b) Meeting to review and approve the report 07-27-2022

7.- Actions that will be carried out to verify the effectiveness of the implemented solutions, dates and responsible:
a) Through customer service (Marketing), every month starting on August 29, satisfaction surveys will be carried out to assess the
quality of the service in the commitments made with the Business Partner
b) Collaborators who do not abide by the commitments contracted with the commercial partner, sanctions supported by the LFT will be
applied, which can go as far as the termination of the contract for breach of labor obligations.
c) Involvement of the person in charge of the area when returning from vacation for the correct monitoring of corrective actions and
those for improvement

8.- Results obtained, conclusion of the file: Open after the meeting that will be held with the Business Partner on 07-28-2022. The
meeting was held by telephone and the client was satisfied with the follow-up given to the complaint. It was agreed to hold meetings
every month or every time they request it in a telephone conference involving the commercial area (sales), sub-management,
operations and mainly the management of the company.

Signature Responsible for the action:

AN ACTION SHOULD NOT BE CONCLUDED UNTIL THE EFFICACY OF THE
SOLUTIONS IMPLEMENTED HAS BEEN VERIFIED OR THE CAUSES FOR ITS
CLOSURE HAVE BEEN ARGUED. Closing date: 07-27-2022
IN CASE OF CARGO CONTAMINATION, FOLLOW THE PROTOCOL
ESTABLISHED WITH THE CBP AND THE CORRESPONDING AUTHORITIES.

PHOTOGRAPHIC EVIDENCE

AMT
 Meeting of those involved in the OOCL service to determine possible solutions to strengthen
business relationships and maintain the continuous improvement of the service

Training and Meeting Room

Conference call Meeting for the final review and approval of the report of actions and improvements for the
OOCL Business Partner

AMT