09.2025 Lesson Learned

[Audio] Greetings to all, and thank you for joining us for our Customer Training and Onboarding video. Today, our focus will be on key takeaways related to NCs and complaints, as well as the results of file and field audits. Additionally, we will cover proper procedures for handling safety incidents. Let's delve into these topics and gain a better understanding of how to provide exemplary service to our customers and uphold a secure environment. Let's begin!.

[Audio] Our organization recognizes the importance of regularly examining our processes and finding areas for improvement. Today, we will be discussing the lessons we have learned from our customer training and onboarding program. Specifically, we will be addressing gaps that have been identified through field and file audits, as well as customer complaints. Our objective is to address these issues and improve our overall customer experience. We understand that no system is perfect, but through our commitment to learning and growth, we can strive for continuous improvement. First, we will review the gaps that have been identified through our field and file audits. These audits have revealed opportunities for improvement in areas such as communication, timeliness, and accuracy. It is crucial for our organization to take responsibility for these gaps and take the necessary steps to address them. By identifying these gaps, we can work towards developing strategies to prevent them from occurring in the future. Next, we will discuss customer complaints. While it can be frustrating to receive negative feedback, it is important to view these complaints as opportunities for growth. Each complaint provides us with valuable insights into areas where we may be falling short, and allows us to make necessary changes to improve our processes. By acknowledging and addressing these complaints, we can demonstrate our commitment to providing exceptional customer service. In conclusion, our organization must continuously reflect on our processes and learn from our experiences. By identifying and addressing gaps from field and file audits, as well as customer complaints, we can continuously improve and enhance our overall customer experience. Your attention and dedication to our continuous improvement efforts are greatly appreciated..

[Audio] We'd like to remind everyone about the importance of using the APAC workbook for daily operations. The updated workbook was introduced in September 2024, but it hasn't been fully adopted in all areas. This is concerning as outdated VCF tables with only 4-decimal precision can lead to calculation errors and risks for our Surveyors. Additionally, using unvalidated conversion data can result in inaccurate reporting, which can greatly affect our overall operations. However, by using the APAC workbook, we can improve efficiency and accuracy by directly uploading inspection data into customer portals like Navarik, avoiding transcription errors and reducing manual data entry. This not only saves time but also ensures data traceability and validation, preventing discrepancies. Remember, the APAC workbook is designed to make your work easier and more accurate, so please use it daily. Thank you for your cooperation in this matter..

[Audio] Today, we will be discussing NCs and complaints, file/field audit findings, and safety incidents in our Lessons Learned series. The company has introduced a Quick Guide for Inspectors to support them in their daily field work. This compact guide covers the fundamentals of inspection and can easily be clipped to their coverall pocket for quick reference. The Quick Guide serves as a fast, reliable, and always accessible companion for inspectors to reinforce critical steps and industry standards. We are confident that this guide will enhance performance and ensure the highest quality in our work. Stay tuned for more updates as we explore the various topics in our Lessons Learned series..

[Audio] Slide 5 out of 26 focuses on the Quick Guide, Know Your Cards. In the previous slides, the importance of accurate measurements in the oil and gas industry was discussed. The Green Card and the Blue Card are two tools that can help achieve this goal. The Green Card, also known as the Gauging Card, is a reference for API MPMS 3.1A on gauging practices. It provides step-by-step reminders for conducting multiple tape readings, using the gauging tape, and taking an average. By following these guidelines, measurement discrepancies can be prevented and gauging practices can meet industry standards. The Blue Card focuses on temperature measurement and reminds us of proper thermometer handling, immersion depth, and conducting stratification checks. By following these cards, measurement practices can be improved and more accurate and reliable data can be obtained. This helps to identify and address potential issues early on. Make sure to have these cards handy and refer to them when needed for continued improvement of measurement techniques and ensuring high quality and accuracy in work. The next slide will discuss Lessons Learned from non-conformities and complaints..

[Audio] As part of our customer training and onboarding program, we want to ensure that you have a thorough understanding of the processes and procedures related to Lessons Learned, NCs, complaints, file/field audits findings, and safety incidents. Moving on to slide number 6, we have a quick guide to help you become more familiar with your cards. The first card, the Pink Card, is focused on equipment verification and includes a checklist for MMC tapes and thermometers, as well as information on calibration and field checks before use. This is essential in preventing inaccurate data due to faulty equipment. The second card, the Peach Card, focuses on sampling procedures and outlines the correct sequence and flushing steps for sampling while also providing guidance on both open and closed methods. It also serves as a reminder to always conduct appearance checks and follow proper sampling procedures. By familiarizing yourself with these cards, you can ensure that you are following the correct procedures and processes to guarantee accuracy and quality in your work. Let's now continue to the next slide..

[Audio] In this training video on customer onboarding and training, we will focus on the Quick Guide for Inspectors, specifically slide number 7 out of 26. The importance of these cards and why they matter will be discussed. As an inspector, it is essential to have these guides clipped onto your coverall breast pocket at all times. They serve as on-the-spot reminders for following and upholding quality, safety, and client trust. The key message of this slide is that by following the Quick Guide, accuracy and consistency in gauging can be ensured, leading to a decrease in disputes and errors. Despite their small size, these cards have a significant impact on the accuracy, safety, and professionalism of our work. It is important to emphasize that these cards represent AmSpec's quality standards and must be followed as representatives of our company. Let's continue to work together to maintain the high standards of AmSpec and provide exceptional service to our clients. Thank you for watching this video..

[Audio] In this lesson, we will be discussing the signing of non-AmSpec documents, an important aspect of our work. This is crucial because it can significantly impact the accuracy and integrity of our field reports and audits. During a field survey, our inspectors may be required to sign various documents, including vessel dry certificates. However, it's important to understand that our authority is limited to inspecting and reporting on tank conditions. We do not have the authorization to certify tank cleanliness or dryness. This can cause discrepancies and confusion when multiple documents are signed with the same data. If our inspectors encounter this situation in the field, they must decline to sign and request that the document be changed to an appropriate heading, such as "Tank Inspection Report". It is imperative to always follow our procedures and guidelines to ensure accuracy and compliance. In rare cases where inspectors may be pressured to sign non-AmSpec documents, it is essential to use disclaimers and promptly report the situation to our Operations PIC for further action. Remember to adhere to our procedures and guidelines to uphold the quality and integrity of our work. Join us for the next lesson on NCs and complaints. Thank you..

[Audio] Our current topic of discussion is Lessons Learned and we will now be covering slide number 9 out of 26. The focus of this slide is "NCs & Complaints - File/Field Audits Findings - Safety Incidents". One crucial aspect in our customer training and onboarding program is the completion and signing of non-AmSpec documents. This process requires great care and strict adherence to guidelines. It is important to fully understand the contents of any non-AmSpec documents before signing them. Our company upholds high standards for accuracy and compliance, and any errors or discrepancies in the documentation can greatly impact our operations and reputation. It is also essential to follow company policies and procedures when dealing with non-AmSpec documents, not only for consistency and efficiency, but also to protect against potential legal issues. As we continue to train and onboard our customers, it is essential to stress the significance of properly completing and signing non-AmSpec documents. The success and credibility of our company relies on your diligence and attention to detail. Please keep this in mind as we move on to our next topic..

LESSON 1. Signing of non-AmSpec documents…..cont’d.

[Audio] During our training on Lessons Learned in NCs and complaints, we will be focusing on the topic of signing non-AmSpec documents. It is important to remember that there are certain types of documents that our Inspectors must never sign. This is not a complete list, but some examples include Bills of Lading (BL), Tank Inspection Certificates, Dry Certificates, Inspection certificates that say "suitable," Agents' or Ships' "Statements of Fact," "Letter of Protest," Certificates of Origin, Notices of Readiness, Ship's Pumping Logs, and any other collateral or non-inspection-related documents. It is crucial for our Inspectors to understand and adhere to this policy in order to maintain the integrity of our company and our inspections. Let's continue to strive for excellence in our work..

[Audio] Lesson 2 of our training on Lessons Learned covers slotted and unslotted pipes. In this lesson, we will focus on the Ullage Report, a crucial report in identifying key observations during field audits and safety incidents. During a recent field audit, it was discovered that a vessel's standpipe was marked as unslotted. To understand the difference between slotted and unslotted standpipes, we will examine their characteristics. A slotted standpipe has small perforations or slots along its length, allowing for the free and representative flow of product between the cargo tank and the standpipe. On the other hand, an unslotted standpipe is a closed tube with only an opening at the bottom, restricting the movement of liquid. The significance of having a slotted or unslotted standpipe lies in their different flow patterns and potential impact on safety. Slotted standpipes allow for more accurate measurement of ullage, which is crucial for proper cargo control and safe operations. On the other hand, unslotted standpipes can lead to inaccurate readings and potential safety hazards. It is important to understand these differences as it can help us make better decisions and prevent potential dangers during field audits and safety incidents. This concludes Lesson 2..

[Audio] During customer training and onboarding, it is important to focus on key topics that have been identified for improvement. Slide number 13 highlights lessons learned from NCs and complaints, file and field audit findings, and safety incidents. One important aspect to consider is the type of pipe used in our operations. Both slotted and unslotted pipe have been used, but it is essential to understand the differences between them. While unslotted pipe may be more cost-effective, using slotted pipe allows for better fluid flow and can prevent clogging, thus improving operational efficiency. Addressing any issues that arise from NCs and complaints in a timely manner is crucial in ensuring customer satisfaction. Our file and field audit findings provide valuable insights for improving our processes and procedures. Prioritizing safety incidents is a top priority for our company as it is imperative to ensure the safety of our personnel and customers. Thoroughly investigating any safety incidents and taking steps to prevent them in the future is necessary. In summary, slide number 13 serves as a reminder of the importance of using the proper type of pipe, addressing NCs and complaints, learning from audits, and prioritizing safety incidents. These lessons are vital for the success of our operations and ongoing customer training and onboarding..

[Audio] In this video, we will be discussing lessons learned on NCs and complaints, as well as the findings from file and field audits, and safety incidents. Specifically, we will be focusing on the risk factors associated with using unslotted pipes. The first risk is sampling risk, as unslotted pipes can trap liquid from the bottom zone, resulting in potentially inaccurate samples. Additionally, measurement error is a common issue with unslotted pipes, leading to disputes between vessel and shore figures. As seen, the use of unslotted pipes can greatly impact the accuracy of sampling and measuring cargo. It is important to be aware of these risks and take necessary precautions for accurate results. This concludes our discussion on slotted and unslotted pipes. Thank you for watching and please stay tuned for our next topic..

[Audio] In Lesson 3, we will discuss the importance of preserving the accuracy and traceability of raw data in physical documents. Handwritten field data serves as the original record and captures the surveyor's direct observations. However, when only copies are retained, it raises concerns about potential alterations or selective recording. This weakens the chain of evidence and makes it difficult to determine the source, date, and conditions of the data. Copying or transferring raw data onto other documents also poses a risk to the quality of our work. To prevent non-conformance, it is essential to handle and store raw data properly to maintain the integrity and accuracy of our work..

[Audio] In our third lesson, we will examine the significance of raw data in terms of legal and liability exposure. In situations involving contamination, shortage, or contractual disputes, courts and arbitrators require primary evidence for resolution. This underscores the potential inadmissibility or weakness of transcribed copies, placing the responsibility on the company. Additionally, not having access to the original field notes can lead to difficulties in maintaining customer confidence and increasing the risks of disputes. Clients may reject reports without access to the original data, and during disputes, the opposing parties may question the integrity of the data, arguing that it was altered to conceal errors. This not only damages the company's credibility, but it may also harm client trust and the company's reputation. Therefore, it is imperative to have proper protocols in place to maintain and preserve raw data. This requires thorough documentation, organization, and storage to prevent potential negative legal and reputational consequences. We will now move on to our next topic..

[Audio] In this training video, we will be discussing Lesson 3: Retaining Original Handwritten Raw Data in Job Files, which is critical for maintaining authenticity, accuracy, compliance, and legal defensibility. Simply copying raw data may seem convenient, but it can lead to issues such as transcription errors, disputes, and non-conformance during audits, which can damage our operational integrity and client trust. To avoid these risks, it is important to establish a habit of retaining the original handwritten raw data in our job files. By doing so, we can uphold our integrity, comply with regulations, and maintain the trust of our clients. Let's continue onto the next slide..

[Audio] We will now discuss the fourth lesson from our TOPICS training, which focuses on sample labels. One of the main risks associated with sample handling is the lack of accountability. This can lead to disputes about the handling of the sample if proper identification is not provided. This non-compliance with ISO/IEC 17020, API, and client requirements for traceability can result in serious consequences. Our field audits have revealed that labels often have missing data, such as the Name, Signature, Date, and Time. This can cause confusion and misunderstandings, as well as potential discrepancies in the sample information. Another issue we have observed is the lack of a date on sample labels. This can result in the sample being mistaken for a different batch, which can cause problems with retention periods. It also makes it difficult for both the lab and clients to track how long the sample has been kept, creating vulnerability in case of any disputes. It becomes challenging to prove that the sample accurately relates to the loading or discharge without a clear date on the label. To ensure accuracy and traceability, it is crucial to pay close attention to the labelling process. All required data, including Name, Signature, Date, and Time, must be included on the label. By doing so, we can avoid disputes and maintain compliance with industry standards. Please proceed to the next slide for further discussion on NCs and complaints..

[Audio] This lesson will discuss the importance of proper labeling of samples in inspections and audits. Inaccurate or incomplete sample labels can greatly impact the reliability and admissibility of the samples collected. One potential risk is missing the time on a sample label, which can lead to disputes and questions about the authenticity of the sample. This is particularly critical in cargo operations where the quality of the sample can change over time, such as during processes like doping. If the time of collection is not clearly stated on the label, it can be used against us in disputes and lead to confusion and disputes. Incomplete or unreliable sample labels can result in a lack of traceability, accountability, and admissibility of the sample. This can have serious consequences for our clients, as well as legal liabilities for our company. Therefore, it is crucial to ensure that all sample labels include the name and signature of the collector, date and specific time of collection. This is essential in maintaining the credibility and accuracy of our inspections and audits and protecting the interests of our clients and our company..

[Audio] In the fifth lesson, we will discuss the findings from our file checks, which have revealed primary causes for non-conformities and complaints. One of the main causes is gauges not being recorded in accordance with API guidelines, possibly due to a lack of understanding of industry standards. Additionally, our observations have shown incomplete raw data with missing 'Read lvl' information. We have also found instances where gauges were reported incorrectly, with a third gauge being taken even when the first two were identical. These issues can lead to incorrect reporting and potential safety incidents. It is crucial to ensure accurate and complete data is reported to prevent these issues in the future..

[Audio] This slide (number 21) of our presentation on TOPICS Lessons Learned discusses key learning points for inspectors. These include NCs and complaints, file and field audit findings, and safety incidents. For inspectors, it is crucial to maintain accuracy and completeness in records. Minor errors can cause major disputes, so it is important to avoid overwriting or ambiguity. Traceability is essential in maintaining credibility, ensuring that records can be easily followed and are reliable. Familiarity with industry standards, particularly API standards, is important for demonstrating competency and building trust with clients. Remember that as an inspector, your signature and report represent the company, so professionalism is of the utmost importance. Small oversights can erode client confidence and create dispute risks. In summary, key lessons for inspectors include accuracy, traceability, staying updated on industry standards, and maintaining professional accountability. As an inspector, your diligence is vital in maintaining trust and credibility for your company and clients. Thank you for listening and let's move on to the next slide..

[Audio] Slide number 22 of our presentation on Lessons Learned - NCs and complaints - File/Field audits findings - Safety incident emphasizes the importance of accuracy, traceability, and strict adherence to standards in inspection work. Our lessons learned have shown that even seemingly minor oversights can have significant consequences. Actions such as signing non-company documents, using outdated workbooks, mishandling raw data, or incomplete sample labels can create risks that erode client trust, compromise compliance, and lead to disputes. As inspectors, it is our responsibility to treat every record, measurement, and signature as critical evidence. We must maintain a high level of professionalism and attention to detail, knowing that even small mistakes can have a significant impact on the company's credibility and our clients' confidence. Adhering to the highest standards in our work is non-negotiable in order to maintain the trust and confidence of our clients. Accurate and traceable inspections are necessary for us to provide the best service. Let us continue to learn from our experiences and strive for excellence in our work. This concludes our presentation..

Q & A.

[Audio] Ensuring that all employees are well-informed and equipped to handle potential issues is crucial for customer training and onboarding. This includes understanding lessons from previous experiences and properly addressing any non-conformities or complaints. Our discussion on slide number 24 will cover file and field audit findings. It is important for all team members to know the proper procedures for conducting audits and identifying areas for improvement. Our next topic is safety incidents and it is essential for all employees to be aware of safety measures and protocols. To reinforce these concepts, a quiz from Phronesys is included in the training materials. A link to the quiz will be provided through the Phronesys learning portal. We encourage you to attempt all questions and aim for a score of at least 90% to solidify your understanding and prepare for potential situations. Your attention and dedication to this training is appreciated. We are confident that with your efforts, top-notch service will continue to be provided to our customers. Let's continue to work together for success..

TASKS. Quiz link from Phronesys. (EXTERNAL) E-learning 05.2025 - MSM - Enhancing Workplace Safety Through Effective Incident Reporti 2025 • MSM I ncxient tt-•e test be&xe 06.ØQOQS 23 00 1.

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