QMD - 2GO PLANS & PROGRAMS 2014
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Transcript of QMD - 2GO PLANS & PROGRAMS 2014
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Quality Quality Made Simple Made Simple
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QMD PLANS & PROGRAMS FOR 2014 2
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2GO Travel aims to be the premiere provider of unique travel experience that brings people together beyond
expectations
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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
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QMD PLANS & PROGRAMS FOR 2014 5
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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
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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.
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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
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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
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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
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QMD PLANS & PROGRAMS FOR 2014 11
PASSAGE BUSINESS PROCESS FLOW• Management Responsibility
• Control & Management of Documents and Records• Corrective and Preventive Action
Pass
enge
r w/ T
rave
l nee
ds
Pass
enge
r sat
isfie
d ex
perie
nce
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
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What’s in the horizon for
What’s in the horizon for
2013 & 2014
2013 & 2014
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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
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QMD QMD Plans & ProgramsPlans & Programs
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QMD PLANS & PROGRAMS FOR 2014 15
QMD 2014
QUALITY MANAGEMENT SYSTEM PLANS & PROGRAMS
INNOVATION
New Direction
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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
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HUB PROJECTHUB PROJECT
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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
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Program Title:
“USPH Checklist”
Key Objective:Create and define stricter Housekeeping and F&B critical control pointsKey Results Area:Standardized checklistTimeline:November 08, 2013
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Program Title:
“Barista”
Key ObjectiveCreation of new coffee menuKey Results Area:Standardization of coffee drinksTimeline:November 13, 2013
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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
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INHOUSEINHOUSETRAININGTRAINING
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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
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Program Title:
“Bartending 101”
Key Objective:Staff/Crew TrainingKey Results Area:Bartending StandardsTimeline:3rd week of November 2013
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Program Title:
“Coffee 180”Key Objective:Staff/Crew TrainingKey Results Area:Standardization of coffee making and milk steamingTimeline:3rd week of November 2013
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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
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ISO 9001:2008ISO 9001:2008DOCUMENTATIONDOCUMENTATION
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Program Title: “Food &
Beverage Manual”
Key Objective:Create Manual for F&BKey Results AreaStandardized F&B ManualTimeline:1st Quarter 2014
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Program Title:
“TerOps Manual”
Key Objective:Review, revise and standardize terminal manualKey Results Area:Standardized Terminal ManualTimeline:2nd Quarter of 2014
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Program Title:
“QMD Training”
Key Objective:Enhancement of QMD’s resourcesKey Results Area:HACCP, Servsafe, ISO 2200Timeline:October 11, 2013
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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
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LONG TERM LONG TERM GOALGOAL
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Program Title:
“2Go 7101: Island Cruising”
Key Objective:To cruise the Philippine IslandKey Results Area:New experience of travelTimeline:
Long term goal
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