Volume 7 · Issue 11 · November 2002
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 Celebritys
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.