The document discusses the quality management department's plans and programs for 2014. It aims to improve the quality of travel experiences through staff training programs, new food and drink options, and standardizing processes and documentation. Key areas of focus include renovating the HUB lounge, implementing stricter cleanliness checklists, training staff in bartending and coffee preparation, and developing quality manuals. The overall goal is to enhance customer satisfaction and position the company as the premier travel provider.

1. QualityQuality
Made SimpleMade Simple

2. QMD PLANS & PROGRAMS FOR 2014 2

3. 2GO Travel aims
to be the
premiere provider
of unique travel
experience that
brings people
together beyond

4. 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 Checklist
USPH based Checklist

5. QMD PLANS & PROGRAMS FOR 2014 5

6. 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

7. 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.

8. QMD PLANS & PROGRAMS FOR 2014 8
CURRENT QUALITY ORGANIZATION
DANIEL SLAKMON
MANAGER
JO DARYL QUIRIT
SPECIALIST
Documentation Review
Monthly Assessment
Special Project
TBH
SPECIALIST
TBH
SPECIALIST
EUGENE ARCAY
SUPERVISOR
Administrative / Documentation Review
Special project/ Monthly Assessment

9. QMD PLANS & PROGRAMS FOR 2014 9
QMD
VESSEL TEROPS
Quality manual / PAWIM
•Housekeeping
•Front Office
•Food & Beverage
• Manual for F&B
• SLA
HUB
Quality manual / PAWIM
•Baggage Terminal Area
•Passenger Terminal Building
•Ship Side
The HUB Project
•Bar Counter
•Menu for wine & Coffee
•Coffee Machine
•Training
• Bartending
• Barista

10. QMD PLANS & PROGRAMS FOR 2014 10
IDEAL QUALITY ORGANIZATION
QUALITYCOUNCIL
CHAIRMAN
QUALITY MANAGEMENT
REPRESENTATIVE
ODDCC IQA
ANALYST IQA AUDITORS IQA AUDITORS
CIC RYM MARKETINGRETAIL
SALES
VESSEL TEROPSGROUP
SALES
DC IQA TL DC IQA TL DC IQA TL DC IQA TL D
C
IQA
TL
DC IQA TL DC IQA TL
QMD
D
C
IQA
TL

11. QMD PLANS & PROGRAMS FOR 2014 11
PASSAGE BUSINESS PROCESS FLOW
• Management Responsibility
• Control & Management of Documents and Records
• Corrective and Preventive Action
Passengerw/Travelneeds
Passengersatisfiedexperience
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

12. What’s in the horizon for
What’s in the horizon for
2013 & 2014
2013 & 2014

13. 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

14. QMDQMD
Plans & ProgramsPlans & Programs

15. QMD PLANS & PROGRAMS FOR 2014 15
QMD 2014
QUALITY MANAGEMENT SYSTEM PLANS & PROGRAMS
INNOVATION
New Direction

16. 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

17. HUB PROJECTHUB PROJECT

18. Program Title:
“The HUB
renovation”
Key Objective:
Create a restaurant lounge
ambience to invite guest
Key Results Area:
Relocate the restaurant and
install bar counter
Timeline:
1st week of November 2013

19. Program Title:
“USPH Checklist”
Key Objective:
Create and define stricter
Housekeeping and F&B critical
control points
Key Results Area:
Standardized checklist
Timeline:
November 08, 2013

20. Program Title:
“Barista”
Key Objective
Creation of new coffee menu
Key Results Area:
Standardization of coffee drinks
Timeline:
November 13, 2013

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

22. INHOUSEINHOUSE
TRAININGTRAINING

23. Program Title:
“Iconic
Bartender”
Key Objective:
Create a new menu for drinks
land based and on board
Key Results Area:
Standardization of drinks fleet
wide and the HUB
Timeline:
90% Done to date

24. Program Title:
“Bartending
101”
Key Objective:
Staff/Crew Training
Key Results Area:
Bartending Standards
Timeline:
3rd
week of November 2013

25. Program Title:
“Coffee 180”
Key Objective:
Staff/Crew Training
Key Results Area:
Standardization of coffee
making and milk steaming
Timeline:
3rd
week of November 2013

26. Program Title:
“Service 360”
Key Objective:
Staff/ Crew Training
Key Results Area:
Grooming, attitude/personality,
hygiene, inter-personal
communications skills and
rapport
Timeline:
3rd
week of November 2013

27. ISO 9001:2008ISO 9001:2008
DOCUMENTATIODOCUMENTATIO
NN

28. Program Title:
“Food &
Beverage
Manual”
Key Objective:
Create Manual for F&B
Key Results Area
Standardized F&B Manual
Timeline:
1st
Quarter 2014

29. Program Title:
“TerOps
Manual”
Key Objective:
Review, revise and standardize
terminal manual
Key Results Area:
Standardized Terminal Manual
Timeline:
2nd Quarter of 2014

30. Program Title:
“QMD Training”
Key Objective:
Enhancement of QMD’s
resources
Key Results Area:
HACCP, Servsafe, ISO 2200
Timeline:
October 11, 2013

31. Program Title:
“Role Description:
2GO 360”
Key Objective:
Standardize each role based on
rank
Key Results Area:
Definition of the role description
according to company’s mission
and goal
Timeline:
1st
Quarter 2014

32. LONG TERMLONG TERM
GOALGOAL

33. Program Title:
“2Go 7101:
Island Cruising”
Key Objective:
To cruise the Philippine Island
Key Results Area:
New experience of travel
Timeline:
Long term goal