From Blame to Brainstorm:

How TERMINALES MARACAIBO Built a Proactive Safety Culture.

The Customer:

TERMINALES MARACAIBO SERVICIOS MARITIMOS, C.A.,

a key provider of harbor towage, pilotage, and marine services in the vital Lake Maracaibo region of Venezuela.

The Challenge:

Their incident reporting system was reactive and focused on documenting accidents after they happened. A deep-seated "fear of blame" culture meant that valuable near-miss reports were almost never submitted, leaving the company blind to its biggest risks.

The Solution:

They implemented PRIME Marine's Incident Management module, with a strategic focus on itsconfidential near-miss reporting and integrated Root Cause Analysis (RCA) tools.

KEY RESULTS:

400% Increase

in near-miss reporting within the first year.

60% Reduction

in minor equipment damage incidents.

Transformed their safety meetings

from reviewing past failures to proactively discussing future risks.

Strengthened their reputation

as a top-tier, safety-focused service provider with major oil & gas clients.

The Challenge: The Silence of the Unreported Near Miss

At TERMINALES MARACAIBO, safety has always been a core value. However, their formal safety system was only capturing the tip of the iceberg—the actual incidents.

"Our biggest problem wasn't the incidents we knew about; it was the ones we didn't," says Mr. Alejandro Diaz, the company's QHSE Manager. "We knew that for every minor paint scrape on a tug, there were probably ten near misses that went unreported. The crew was hesitant to report a 'close call' for fear of blame or creating a mountain of paperwork. This silence was our biggest vulnerability. We were missing our most valuable learning opportunities."

This reactive, blame-focused culture created significant issues:

Hidden Risks: Management had no visibility into the recurring, underlying risks that were leading to minor incidents.
Stagnant Improvement: Without near-miss data, their safety meetings were always focused on looking backward at what had already gone wrong.
Client Perception: They lacked a structured way to prove to their major oil & gas clients that they had a truly proactive and learning-based safety culture.

“An accident report tells you that you failed. A near-miss report gives you the chance to succeed. We were collecting failure reports, but we had no system to effectively collect and analyze our opportunities for success.”

- Mr. Alejandro Diaz,

QHSE Manager,

TERMINALES MARACAIBO

The Solution: Building a System Based on Trust and Intelligence

TERMINALES MARACAIBO chose PRIME Marine's Incident Management module to fundamentally change their safety culture. The implementation was focused on two key features:

1.
Confidential Near-Miss Reporting: They rolled out the simplified, mobile-friendly near-miss reporting form to all crews. Crucially, they enabled the option for these initial reports to be submitted confidentially, removing the fear of blame.
2.
Integrated Root Cause Analysis (RCA) For every significant near miss and all minor incidents, Mr. Diaz's team began using the system's built-in RCA tools. This forced a move away from blaming individuals ("human error") and towards identifying systemic causes (e.g., "inadequate procedure," "insufficient training," "poor equipment design").

“The first step was building trust,” Mr. Diaz explains.

“When the crew saw that a confidential near-miss report about a close-quarters situation led to a positive discussion in the safety meeting and a change in procedure—with no blame—the floodgates opened. They saw that their reports were valued, not punished.”

The Results: A New Era of Proactive Prevention

By creating a trusted and intelligent reporting system, TERMINALES MARACAIBO transformed their entire approach to safety.

1. A Tsunami of Valuable Data

The implementation of the confidential reporting feature led to a stunning 400% increase in the number of near-miss reports submitted in the first year. "This was our biggest success," says Mr. Diaz. "It meant our crews had become our eyes and ears, actively helping us find and fix risks before they caused harm."

2. A Measurable Reduction in Incidents

By analyzing this new wealth of near-miss data, the management team was able to identify trends and implement targeted preventive actions. For example, a series of near misses related to fendering operations led to a new training module and a change in equipment. This proactive approach resulted in a 60% reduction in actual minor damage incidents.

3. Enhanced Client Confidence

During client audits, Mr. Diaz could now demonstrate a mature, learning-based safety culture. He could show them not just how they handled incidents, but how they systematically analyzed near misses to prevent incidents from ever happening. This became a powerful tool for strengthening their relationships with major clients.

“PRIME Marine gave us the tool we needed to change our culture. We now celebrate a good near-miss report. It's seen as a gift of intelligence. Our safety meetings are more engaging, our crews are more empowered, and our entire operation is demonstrably safer.”