Podcast
Questions and Answers
Why should attributes that lead to dissatisfaction take priority over others?
Why should attributes that lead to dissatisfaction take priority over others?
- They provide greater customer satisfaction.
- They are less costly to resolve.
- They improve brand image dramatically.
- Their consequences are more significant than satisfaction. (correct)
Which category in the Kano Model includes attributes like safety and security?
Which category in the Kano Model includes attributes like safety and security?
- Indifferent Attributes
- Attractive Attributes
- Must-Be Attributes (correct)
- Performance Attributes
What is an example of an Attractive Attribute in the Kano Model?
What is an example of an Attractive Attribute in the Kano Model?
- Speed of service
- Technology innovation (correct)
- Environmental safety
- Cargo hold design
Which of the following attributes is classified as Indifferent in the Kano Model?
Which of the following attributes is classified as Indifferent in the Kano Model?
What defines Performance Attributes in the Kano Model?
What defines Performance Attributes in the Kano Model?
What is the main focus of Quality Control (QC)?
What is the main focus of Quality Control (QC)?
Which of the following statements best describes Quality Assurance (QA)?
Which of the following statements best describes Quality Assurance (QA)?
How does Quality Thinking (QT) differ from Quality Assurance (QA)?
How does Quality Thinking (QT) differ from Quality Assurance (QA)?
Which aspect of HSSE focuses on the physical, mental, and social well-being of personnel in shipping operations?
Which aspect of HSSE focuses on the physical, mental, and social well-being of personnel in shipping operations?
What does the 'Safety' aspect of HSSE aim to achieve?
What does the 'Safety' aspect of HSSE aim to achieve?
Which of the following best describes the role of the International Maritime Organization (IMO)?
Which of the following best describes the role of the International Maritime Organization (IMO)?
In terms of HSSE, which aspect involves protecting against deliberate threats like criminal activities or terrorism?
In terms of HSSE, which aspect involves protecting against deliberate threats like criminal activities or terrorism?
What does the Environmental aspect of HSSE focus on?
What does the Environmental aspect of HSSE focus on?
Which dimension of product quality focuses on how enjoyable a product appears to customers?
Which dimension of product quality focuses on how enjoyable a product appears to customers?
What does the 'Responsiveness' dimension of service quality refer to?
What does the 'Responsiveness' dimension of service quality refer to?
In the context of quality assurance and control, what is the primary focus of quality assurance?
In the context of quality assurance and control, what is the primary focus of quality assurance?
Which of the following is considered a 'treatment error' in service errors?
Which of the following is considered a 'treatment error' in service errors?
What attribute in the Kano Model is characterized by features that customers expect but do not specifically ask for?
What attribute in the Kano Model is characterized by features that customers expect but do not specifically ask for?
Which quality dimension deals with the reliability and precision of a product?
Which quality dimension deals with the reliability and precision of a product?
What is the primary distinction between quality control and quality assurance?
What is the primary distinction between quality control and quality assurance?
Which of the following best defines 'service reliability' in service quality dimensions?
Which of the following best defines 'service reliability' in service quality dimensions?
Which of the following terms describes an attitude that promotes ongoing improvements in quality?
Which of the following terms describes an attitude that promotes ongoing improvements in quality?
What is an example of a 'tangible error' related to service quality?
What is an example of a 'tangible error' related to service quality?
What does Emission Factor (EF) measure?
What does Emission Factor (EF) measure?
Which energy source generates the highest carbon emissions?
Which energy source generates the highest carbon emissions?
What is the role of Global Warming Potential (GWP)?
What is the role of Global Warming Potential (GWP)?
Which of the following is NOT an environmental initiative mentioned?
Which of the following is NOT an environmental initiative mentioned?
What is one of the primary components of the Plan-Do-Check-Act (PDCA) model in ISO 14001?
What is one of the primary components of the Plan-Do-Check-Act (PDCA) model in ISO 14001?
What is the main purpose of the certification process in ISO 14001?
What is the main purpose of the certification process in ISO 14001?
Which of the following reflects the concept of 'Emergency Preparedness and Response' in the ISO 14001 framework?
Which of the following reflects the concept of 'Emergency Preparedness and Response' in the ISO 14001 framework?
What is the maximum allowable sulphur content in fuel at berth according to the regulations discussed?
What is the maximum allowable sulphur content in fuel at berth according to the regulations discussed?
What is one potential obstacle in implementing ISO 14001 for SMEs?
What is one potential obstacle in implementing ISO 14001 for SMEs?
Which system allows for temporary power supply to vessels at berth?
Which system allows for temporary power supply to vessels at berth?
Which of the following measures is used to control air pollution from ocean-going vessels?
Which of the following measures is used to control air pollution from ocean-going vessels?
What characteristic of solar energy is highlighted in the content?
What characteristic of solar energy is highlighted in the content?
Which environmental strategy involves community awareness and participatory initiatives?
Which environmental strategy involves community awareness and participatory initiatives?
In the PDCA model, which stage is related to evaluating compliance and corrective actions?
In the PDCA model, which stage is related to evaluating compliance and corrective actions?
What is the deepest layer of the structure that is the most unclear and least observable?
What is the deepest layer of the structure that is the most unclear and least observable?
What is the sequence of the implementation process of an IMO Convention?
What is the sequence of the implementation process of an IMO Convention?
What is the primary function of the Baltic Exchange?
What is the primary function of the Baltic Exchange?
Which organization is responsible for setting labour standards in the maritime sector?
Which organization is responsible for setting labour standards in the maritime sector?
What does BIMCO primarily provide to improve business efficiency in shipping?
What does BIMCO primarily provide to improve business efficiency in shipping?
What is one of the key contributions of the International Chamber of Shipping (ICS)?
What is one of the key contributions of the International Chamber of Shipping (ICS)?
What does the United Nations Conference on Trade and Development (UNCTAD) primarily address?
What does the United Nations Conference on Trade and Development (UNCTAD) primarily address?
Which layer in an organization is essential for meaningful practices of rituals and symbols?
Which layer in an organization is essential for meaningful practices of rituals and symbols?
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Study Notes
Quality Management
- Quality Control (QC) focuses on identifying and fixing defects after production. It is outcome-oriented, ensuring the product meets requirements.
- Quality Assurance (QA) aims to prevent defects and improve quality before production. It is process-oriented, ensuring processes meet quality standards.
- Quality Thinking (QT) involves motivating employees to embrace quality improvement. It is a mindset-oriented approach.
- QC and QA are technical tools, techniques, and methods.
- QT is a sociocultural aspect, changing employees' attitudes towards quality management.
HSSE Aspects
- Health encompasses the physical, mental, and social well-being of crew members and others involved in shipping operations.
- Safety focuses on protecting crew members and others from unintentional accidents or incidents causing harm.
- Security aims to safeguard crew members, others, and assets from deliberate threats such as criminal activities or terrorism.
- Environment focuses on protecting the environment by controlling pollution, minimizing air, water, land, and noise pollution caused by shipping operations.
International Maritime Organization (IMO)
- The IMO acts as the global standard-setting authority for safety, security, and environmental performance of international shipping.
- Responsibilities:
- Reporting
- Emission Factor (EF): Average emission rate of a given pollutant from a given source relative to the intensity of a specific activity.
- Vary in different regions.
- Refer to Local Energy Source Provider or Intergovernmental Panel on Climate Change (IPCC).
- Conventional coal generates the highest carbon emission but is the cheapest way to generate electricity.
- Solar energy is the most expensive but has the lowest carbon emission level.
- Global Warming Potential (GWP): Relative measure of heat a greenhouse gas (GHG) can trap in the atmosphere.
Environmental Initiatives
- Existing Emission Control Areas (ECAs)
- Baltic Sea
- North Sea
- North America
- US Caribbean Sea
- High Seas: 0.5%m/m
- Port Water: 0.1%m/m
- On-Shore Power System
- Full Vessel Integrated
- Semi-Fixed
- Mobile-Based
- Fixed-Based
- Barge
- Solar Panel at Reefer Yard
- Electric Vehicle and Prime Mover
- Chemical & Waste Handling
- Others
- Battery Pack
- Electrical
- Hydraulic Hybrid
- Hydrogen or Electric Hybrid Fuel Cell Drive
- Conservation of Energy (LEDs)
- Less Energy Consumption
- Longer Service Life
International Environmental Initiatives
- Singapore:
- Maritime Singapore Green Initiative
- Green Ship Program
- Green Energy & Technology Program
- Green Awareness Program
- Hong Kong:
- Government Incentive
- Fair Winds Charter
- Switch to 0.5%m/m sulfur content or less
- Air Pollution Control (Ocean Going Vessels) (Fuel at Berth) Regulation
- China:
- Pearl River Delta (PRD)
- Incentive Scheme for On-Shore Power System
- Berth Fuel Switching
- Pearl River Delta (PRD)
- San Pedro Bay:
- Clean Air Action Plan (CAAP)
- OGV Control Measures
- Clean Trucks Program (CTP)
- Cargo Handling Equipment (CHE) Control Measures
- Green Ship Incentive Program
- Green Flag Incentive Program
- Vessel Main Engine Fuel Incentive Program
- Clean Air Action Plan (CAAP)
ISO 14001
- Plan-Do-Check-Act Model (PDCA Cycle)
- Plan:
- Environmental Aspects
- Legal and Other Requirements
- Objectives, Targets and Programmes
- Do:
- Resources, Roles, Responsibility and Authority
- Competence, Training and Awareness
- Communication
- Documentation
- Control of Documents
- Operational Control
- Emergency Preparedness and Response
- Check:
- Monitoring and Measurement
- Evaluation of Compliance
- Nonconformity, Corrective Action and Preventive Action
- Control of Records
- Internal Audit
- Act: Management Review
- Plan:
- Certification Process:
- Select Certification Body
- Complete Questionnaire and Establish Contract
- Document Review
- First Stage Assessment
- Certification Assessment
- Award Certification
- Surveillance Visit
- Renewal Assessment
- Obstacles in Implementing ISO 14001, especially for SMEs:
- Audit and Certification Challenges
- Upfront and Ongoing Costs
- Cost of Implementing New Practices
- Di culty in maintaining Certification
- Fear of failure during audits
- Audit and Certification Challenges
Quality (Attributes)
- Perceptual: Influenced by Brand
- Conditional: Attributes vary across products
- Subjective: Attribute Appraisal Varies
- Product Quality Dimensions:
- Features
- Durability
- Aesthetics
- Conformance
- Performance
- Perceived Quality
- Serviceability
- Reliability
- Service Quality Dimensions:
- Tangibles
- Empathy
- Assurance
- Responsiveness
- Service Reliability
Quality Control, Assurance, and Thinking
- Quality Control: Tools to identify and fix defects.
- Quality Assurance: Tools to prevent defects and improve quality.
- Quality Thinking: Attitude of seeking continuous improvement.
Mistakes and Mistake-Proofing
- Main Errors:
- Service Errors:
- Task Errors
- Treatment Errors
- Tangible Errors
- Customer Errors:
- Preparation Errors
- Encounter Errors
- Resolution Errors
- Service Errors:
Kano Model
- Must-Be Attributes: Expected features that do not increase or decrease satisfaction. (e.g., safety, security, health, environment)
- Performance Attributes: Features that increase satisfaction with greater functionality. (e.g., speed, reliability, integrated logistics services)
- Attractive Attributes: Unexpected features that lead to positive reactions; decay over time, turning into performance and finally, must-be. (e.g., technology innovation, triple-bottom line, green certification)
- Indifferent Attributes: Features that have no effect on customer satisfaction. (e.g., ship and container colors, cargo hold's interior design, ship engine brand)
Importance of Quality Management in Shipping Companies
- Ensures adherence to regulations and standards.
- Improves efficiency and productivity.
- Reduces costs and risks.
- Enhances customer satisfaction.
- Contributes to a sustainable future.
International Organizations in Shipping
- International Maritime Organisation (IMO): Global standard-setting authority for safety, security, and environmental performance.
- International Labour Organisation (ILO): Sets labor standards and develops conventions.
- International Chamber of Shipping (ICS): Engages with international bodies and develops best practices.
- Baltic Exchange: Reports daily freight indices for different ship types and sizes.
- Baltic and International Maritime Council (BIMCO): Introduces standard forms and clauses.
- United Nations Conference on Trade and Development (UNCTAD): Deals with economic development issues.
Role and Contribution of ILO in Shipping
- Promotes Rights at Work:
- Employment Opportunities
- Social Protection
- Dialogue
- Maritime Labour Convention (MLC): Provides a framework for decent work in the maritime sector.
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