Singapore Cruise Centre (SCC) announced that it is one of the first cruise and ferry terminal operators in Asia to have met the new and more stringent International Standards Organisation (ISO) quality management standards.
Having passed the assessment for the ISO Quality Management Systems, SCC has successfully transitioned its management standards from ISO 9001:2008 to the new ISO 9001:2015 standards. The ISO 9001 is the world’s leading quality management standards and is awarded to businesses which are consistently able to provide products or services that meet both customer needs as well as statutory and regulatory requirements. It is updated every five years to be compatible with the latest management trends and systems.
After a 3-day recertification audit by inspection company SGS in August, SCC was certified to follow the enhanced standards which places more emphasis on a company’s leadership engagement, organisational risks and supply chain management. The means that the company has met the performance indicators for excellent customer service in line with the various stakeholders’ and government agencies’ requirements.
The new ISO 9001:2015 standards replaces the previous version which was last updated in 2008. It now follows the same overall structure as other ISO management system standards, making it easier for companies using multiple management systems. The new standards also emphasises more risk-based thinking and strengthened leadership capabilities.
SCC’s CEO Christina Siaw said:
“SCC is always keeping ahead to meet our customers’ needs. We started preparing for the transition to the new standards since it was first announced in May last year before our successful certification this year."
“At the heart of our efforts to meet ISO’s higher standards whether in operations or management, is the customer experience. At SCC, we are always striving to ensure that our customers are well pleased with our service and facilities, and towards that end, we invest considerable amount of resources in training and development, and infrastructure upgrade.”
SCC has a proven track record of managing cruise and ferry terminals in Singapore, augmented by its 24 international awards for most efficient turnaround port, operational excellence and customer service since it was first established in 1991.
Ms Siaw added that as one of Asia’s most established and intensively-used cruise ports, SCC will not rest on their laurels and will continue to work hard to serve its customers and their passengers.
The company will continue to further enhance infrastructure, tap into new technologies and improve customer touchpoints as part of their commitment to give travellers a seamless experience.
In 2012, SCC underwent a $14 million rejuvenation programme of its main cruise and ferry terminal at HarbourFront to expand passenger space, double the number of check-in and immigration counters, increase security lines and improve its baggage handling system.
SCC has also taken steps to refine its passenger hospitality and engagement procedures to value add to the user experience. These include additional training to deepen existing skills and knowledge of staff.
SCC was voted “Asia’s Leading Cruise Port” for the 4th consecutive year in November last year by the World Travel Awards, an established London-based organisation renowned for benchmarking excellence in the global travel industry.