CalMac is the UK’s largest ferry operator. Their team of 1700 employees work tirelessly to ensure the fleet of 33 ships are able to service even the remotest communities in Scotland.
They have a continued commitment to improve the service they provide, which has driven them to embark on a program of organisational change. The function of which is to further service and safety improvements, drive operational efficiencies, realise potential cost savings, and enhance the customer experience.
Throughout this program, of change, the team at CalMac identified several processes that could be streamlined, they included –
1.Connecting the management team with data on non-critical defects that occur during the normal course of operation.
2.The view of how these defects are being resolved and the ability to sign-off once completed by appropriate staff members.