qmd - 2go plans & programs 2014

Quality Quality Made Simple Made Simple

QMD PLANS & PROGRAMS FOR 2014 2

2GO Travel aims to be the premiere provider of unique travel experience that brings people together beyond

expectations

QMD PLANS & PROGRAMS FOR 2014 4

QMD IN A NUTSHELL

2GO Quality Manual/PAWIM/RMM

Vessel / Terminal / Passage Dept.

Quality Meetings

MARINA Circular Order.Quarterly Quality Audit/Inspection

Internal & External

Hotel Quality Inspection ChecklistUSPH based Checklist

QMD PLANS & PROGRAMS FOR 2014 5

QMD PLANS & PROGRAMS FOR 2014 6

QUALITY BENEFITS (INTERNAL)

Boast organizations morale Enhanced internal communication Promotes quality awareness within the organization Put orders in terms of service and production Increase operation efficiency and productivity Developed positive culture change

QMD PLANS & PROGRAMS FOR 2014 7

QUALITY BENEFITS (EXTERNAL)

Improved consistency of service and product performance Higher customer satisfaction levels. Improved customer perception Improved productivity and efficiency Cost reductions Improved communications, morale and job satisfaction Competitive advantage and increased marketing and sales opportunities.

QMD PLANS & PROGRAMS FOR 2014 8

CURRENT QUALITY ORGANIZATION

DANIEL SLAKMONMANAGER

JO DARYL QUIRITSPECIALIST

Documentation ReviewMonthly Assessment

Special Project

TBHSPECIALIST

TBHSPECIALIST

EUGENE ARCAYSUPERVISOR

Administrative / Documentation ReviewSpecial project/ Monthly Assessment

QMD PLANS & PROGRAMS FOR 2014 9

QMD

VESSEL TEROPSQuality manual / PAWIM •Housekeeping•Front Office•Food & Beverage

• Manual for F&B• SLA

HUBQuality manual / PAWIM •Baggage Terminal Area•Passenger Terminal Building •Ship Side

The HUB Project•Bar Counter•Menu for wine & Coffee•Coffee Machine•Training

• Bartending• Barista

QMD PLANS & PROGRAMS FOR 2014 10

IDEAL QUALITY ORGANIZATIONQUALITYCOUNCIL

CHAIRMAN

QUALITY MANAGEMENT REPRESENTATIVE

ODDCC IQA

ANALYST IQA AUDITORS IQA AUDITORS

CIC RYM MARKETINGRETAILSALES

VESSEL TEROPSGROUPSALES

DC IQA TL DC IQA TL DC IQA TL DC IQA TL DC

IQA TL

DC IQA TL DC IQA TL

QMD

DC

IQA TL

QMD PLANS & PROGRAMS FOR 2014 11

PASSAGE BUSINESS PROCESS FLOW• Management Responsibility

• Control & Management of Documents and Records• Corrective and Preventive Action

Pass

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ds

Pass

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INPUT OUTPUT

DEPARTMENTS IN KEY PROCESS•Finance•Group Sales•Retail Sales•Marketing•CIC / HR / MMD•Vessel Operations•Terminal Operations

SUPPORT SERVICES•Quality Management Department•Marketing•Retail Sales•Group Sales•CIC•Passage Finance

OUTSOURCED/SERVICE•SMD•ATI / MNHPI•VSSI – Security•NMISI (Negrense)•Brisk Nautilus•Ticketing Agents•Oceanwave•Oceanlink Institute

What’s in the horizon for

What’s in the horizon for

2013 & 2014

2013 & 2014

QMD PLANS & PROGRAMS FOR 2014 13

QMD SWOT ANALYSIS• SRT’s support to the dept.• New QMD Manager• Teamwork• Different Expertise• Team playing w/ other dept.• Good Trainer • Passion

• Lack of Manpower• Lack of power / Authority• High turnover of Manager• Not strict checklist• Lack of monitoring

• HUB / F&B Landbased• F&B Onboard• Training• Many upcoming projects• Going International• Coordination with 3rd party supplier• Rebirth Quality Management System

• Lack manpower• Lack of support• Income generating projects• Buy-in from 3rd party supplier

QMD QMD Plans & ProgramsPlans & Programs

QMD PLANS & PROGRAMS FOR 2014 15

QMD 2014

QUALITY MANAGEMENT SYSTEM PLANS & PROGRAMS

INNOVATION

New Direction

QMD PLANS & PROGRAMS FOR 2014 16

INNOVATION

Product

New Ideas

Process

• Signature Drinks• Coffee Drinks

• Internal (QMD Enhancement Trainings)• External (Staff/Crew Trainings)

• Long Term Goal

HUB PROJECTHUB PROJECT

Program Title:

“The HUB renovation”

Key Objective: Create a restaurant lounge ambience to invite guest Key Results Area:Relocate the restaurant and install bar counterTimeline:1st week of November 2013

Program Title:

“USPH Checklist”

Key Objective:Create and define stricter Housekeeping and F&B critical control pointsKey Results Area:Standardized checklistTimeline:November 08, 2013

Program Title:

“Barista”

Key ObjectiveCreation of new coffee menuKey Results Area:Standardization of coffee drinksTimeline:November 13, 2013

Program Title:

“HANDOUTS”Key Objective: Create and plan training handouts for QMD hosted trainings (Bartending / Barista)Key Results Area:90% Passing mark on all trainingsTimeline:November 18, 2013

INHOUSEINHOUSETRAININGTRAINING

Program Title:

“Iconic Bartender”

Key Objective: Create a new menu for drinks land based and on boardKey Results Area:Standardization of drinks fleet wide and the HUBTimeline:90% Done to date

Program Title:

“Bartending 101”

Key Objective:Staff/Crew TrainingKey Results Area:Bartending StandardsTimeline:3rd week of November 2013

Program Title:

“Coffee 180”Key Objective:Staff/Crew TrainingKey Results Area:Standardization of coffee making and milk steamingTimeline:3rd week of November 2013

Program Title:

“Service 360”Key Objective:Staff/ Crew TrainingKey Results Area:Grooming, attitude/personality, hygiene, inter-personal communications skills and rapportTimeline:3rd week of November 2013

ISO 9001:2008ISO 9001:2008DOCUMENTATIONDOCUMENTATION

Program Title: “Food &

Beverage Manual”

Key Objective:Create Manual for F&BKey Results AreaStandardized F&B ManualTimeline:1st Quarter 2014

Program Title:

“TerOps Manual”

Key Objective:Review, revise and standardize terminal manualKey Results Area:Standardized Terminal ManualTimeline:2nd Quarter of 2014

Program Title:

“QMD Training”

Key Objective:Enhancement of QMD’s resourcesKey Results Area:HACCP, Servsafe, ISO 2200Timeline:October 11, 2013

Program Title: “Role Description:

2GO 360”

Key Objective:Standardize each role based on rankKey Results Area:Definition of the role description according to company’s mission and goalTimeline:1st Quarter 2014

LONG TERM LONG TERM GOALGOAL

Program Title:

“2Go 7101: Island Cruising”

Key Objective:To cruise the Philippine IslandKey Results Area:New experience of travelTimeline:

Long term goal