Operations Management
trilab2004
MISSIONSTATEMENT-MBALN-670.rtf
CRUISE INTERNATIONAL, INC. A VIRTUAL SERVICE CASE
Operations Management, 4e
Reid, Sanders
Mission Statement
We are committed to serving our customers, both the guests and travel agents who book and support our cruises. Every service we provide must be of the highest quality whether it be shipboard or shore side.
We constantly seek improvement and innovation as we strive to reduce costs in order to maintain reasonable fares, further enhancing the value of our service. All bookings are serviced promptly and accurately with the highest respect and courtesy. We recognize that our suppliers and distributors must have an opportunity to make a fair profit.
Cruise International, Inc. is concerned about our staff, the men and women who work with us, whether shipboard or shore side. All employees are provided with clean, orderly, and safe working conditions. Each employee is treated with respect and recognized for his/her effort. Cruise International is committed to providing competent management.
Our ultimate responsibility is to our parent company and its stockholders. Our business must make a reasonable profit.
Data and Charts
Cruise Data
- North American Passenger Capacity
- Cruise Destination Data
- Cruise Destination Data (Seasonalized)
- Average Length of Cruise Data
- Length of Cruise Demand Data
- Average Capacity Utilization
Quality Survey Data
- Billing Errors Data
- Guest Survey Data
- Housekeeping Stateroom Cleaning Data
Work Sampling Data Hours Required to Accomplish
Routine Maintenance Tasks
Cost Reports Processing Time Chart Activities for Telemedicine System Implementation
CRUISE DATA
North American Passenger Capacity
Individual Cruise Line Detail at Year-End 2009
Cruise Line
No. of Lower Berths
No. of Ships
Carnival Cruise Lines
47,908
21
Celebrity Cruises
14,762
9
Costa Cruise Lines
17,265
10
Cruise International, Inc.
13,120
12
Crystal Cruises
2,014
2
Cunard Line, Ltd.
4.411
2
Disney Cruise Line
3,508
2
Holland America Line
16,929
12
MSC Cruises USA
9,073
7
Norwegian Coastal Voyages
5,923
13
Norwegian Cruise Line
20,950
11
Oceania Cruises, Inc.
2,052
3
Orient Lines, Inc.
845
1
Princess Cruises
28,800
14
Regent Seven Seas Cruises
2,410
5
Royal Caribbean International
45,570
20
Seabourn Cruise Lines
624
3
Silversea Cruises
1,356
4
Swan Hellenic
360
1
Windstar Cruises
604
3
Total
234,077
155
Cruise Destination Data
Cruise Destination Data (Seasonalized)
Average Length of Cruise
Length of Cruise Demand Data
Average Capacity Utilization
QUALITY SURVEY DATA
Billing Errors Data
Number of
Cruise Number
Defective Bills
1
47
2
45
3
59
4
50
5
74
6
71
7
65
8
49
9
26
10
29
11
32
12
35
13
48
14
46
15
51
16
64
17
52
18
44
19
46
20
51
21
45
Total
1029
Guest Survey Data
Cruise
Number of
Outstanding
Number
Responses
1
14
2
13
3
15
4
14
5
18
6
10
7
26
8
8
9
17
10
12
11
13
12
14
13
17
14
11
15
8
Total
210
Housekeeping Stateroom Data
Day
Number of
Defects
1
108
2
104
3
94
4
105
5
88
6
150
7
85
8
98
9
145
10
95
11
105
12
65
13
77
14
82
15
90
16
98
17
116
18
113
19
88
20
94
Total
2000
Housekeeping Work Sampling Data
Activity
Number of times observed
Cleaning stateroom
144
Delivering room service
12
Removing room service dishes
17
Arranging laundry/dry cleaning service
13
Delivering clean garments
22
Evening turndown service
70
Assisting guests
20
Preparing for crew show
10
Other activity
20
Unavailable for observation
38
Hours Required to Accomplish Routine Maintenance Tasks
Cost Reports Processing Time Chart
Cost Reports Process Time (minutes)
Report
Review Time
Data Entry Time
Specialty Restaurant I
12
10
Specialty Restaurant II
14
16
Wine I
17
18
Wine II
20
22
Wine III
12
15
Bar Service I
10
15
Bar Service II
25
32
Bar Service III
22
28
Bar Service IV
16
20
Shore Excursions
30
35
Gift Shops
24
30
Salon/Spa
18
25
