World Conference on Quality and Improvement vol. 65 - May 2011
Abstract: With more than 100 nationalities and a workforce with diverse experience and educational levels, a cruise-ship operation is a challenge. Some challenges include larger, more sophisticated ships servicing diverse markets and clientele, adhering to stricter environmental regulations combined with a high attrition rate, and less skilled employees threatening the quality of operation and service. As the workforce lags behind the learning curve, initiatives such as soft skills and leadership training are helping to bring quality on board.
Keywords: Organizational culture; Quality management; Quality culture; Cruise line; Passenger ships; Diversity; Human resources
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