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WMU Journal of Maritime Affairs

, Volume 12, Issue 1, pp 99–114 | Cite as

Review of pilotage processes and indicators in pilotage organisations

  • Vappu Kunnaala
  • Jouni LappalainenEmail author
  • Ulla Tapaninen
Article

Abstract

A questionnaire survey was conducted to find out how pilotage organisations in different countries assess and measure the quality, efficiency and safety of their operations. An e-mail survey was sent to 54 pilotage organisations in Australia, Canada, and Western and Northern Europe. All International Standard for Maritime Pilot Organizations (ISPO) members were also included. The survey yielded 13 answers from eight countries. The organisations were questioned about their standards and management systems, standard operating procedures and measuring tools. According to the query, most of the pilotage organisations use standard-based management systems such as ISO 9001 or the ISPO. The main measuring tools for pilotage comprise of statistical information concerning pilotage and the organisations, customer feedback surveys and financial results. The results of the survey were used as a guideline for developing a pilotage process model and indicators for measuring the effectiveness and quality of the pilotage process for the Finnish pilotage company Finnpilot Pilotage Ltd.

Keywords

Pilotage Pilotage organisations Pilotage process Indicators 

Notes

Acknowledgements

The e-mail survey was carried out as a part of a research project called Effectiveness of Pilotage that was supported by Finnpilot Pilotage Ltd. We would like to thank all the participating pilotage organisations for participating in our survey and sharing their insight.

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Copyright information

© World Maritime University 2012

Authors and Affiliations

  • Vappu Kunnaala
    • 1
  • Jouni Lappalainen
    • 1
    Email author
  • Ulla Tapaninen
    • 1
  1. 1.University of Turku, Centre for Maritime StudiesKotkaFinland

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