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Volume 7 · Issue 11 · November 2002

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5-Star Quality Requires an Effective Management System

James Mroz writes that he took a cruise powered by a QESMS registered to ISO 9002 and ISO 14001 that will transition to ISO 9001:2000 in 2003. Of course, the ship was driven by powerful engines, but the cruise experience was "driven" by the management system Celebrity has implemented throughout its fleet and corporate offices. Mroz notes that this system is designed to ensure that everyone in the organization follows the procedures and pursues the objectives that have made Celebrity a 5-star cruise line, a distinction it intends to maintain through its QESMS. He takes you on a tour of Celebrity’s QESMS and examines five factors about implementing and registering a QESMS to ISO 14001 and ISO 9001/2 that may seem unique to cruise lines but could have broader applicability.