YACHTWATCHCARE
WE WATCH. YOU ENJOY.
QUALITY MANAGEMENT SYSTEM
PROCESS FLOW
Consistent Quality • Safer Yachts • Happier Owners • A Sustainable Tomorrow
Professional Yacht Care
Powered by Technology,
Driven by Trust.
Powered by Technology,
Driven by Trust.
1
CUSTOMER REQUEST(Inquiry / Booking)
- Receive request (website / app / phone)
- Collect boat information
- Define service type (Basic / Gold / Premium)
- Confirm date & marina
- Send confirmation to customer
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2
PLANNING & RESOURCE ALLOCATION
- Review scope of work
- Assign qualified technician(s)
- Check certifications (diver, electrical, mechanical)
- Prepare equipment & tools
- Plan travel and access
- Conduct risk assessment
- Confirm with marina (berth access, safety rules)
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3
SERVICE EXECUTION(On-Site)
- Technician arrival & check-in
- Safety briefing & risk control
- Perform 15-point inspection
- Cleaning & maintenance activities
- Underwater inspection (if applicable)
- Take photos & videos
- Record all findings in app
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4
QUALITY CONTROL(Review & Verification)
- Review completed checklist
- Verify photos, measurements and test results
- Ensure service standards are met
- Supervisor or QA review (remote or on-site)
- Identify non-conformities (if any)
- Approve service for reporting
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5
REPORTING(To Customer)
- Generate digital service report
- Include photos, videos and measurements
- Highlight completed tasks and recommendations
- Send report via app / email
- Customer notification
- Store data in yacht history
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6
CUSTOMER FEEDBACK
- Collect customer feedback
- Measure satisfaction (NPS / Survey)
- Handle complaints (if any)
- Close service request
- Strengthen customer relationship
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7
CONTINUOUS IMPROVEMENT
- Analyze feedback & data
- Identify improvement opportunities
- Implement corrective and preventive actions (CAPA)
- Update procedures and training
- Monitor performance indicators (KPIs)
- Drive higher customer satisfaction
SUPPORTING PROCESSES
HUMAN RESOURCES
- Recruitment & Training
- Certifications
- Competence Management
- Performance Evaluation
PROCUREMENT
- Tools & Equipment
- Spare Parts
- Chemicals & Consumables
- Supplier Evaluation
IT & DATA MANAGEMENT
- App & Platform
- Data Security
- Backup & Storage
- System Development
HEALTH, SAFETY & ENVIRONMENT
- Risk Assessment
- PPE & Safety Procedures
- Environmental Protection
- Waste Management
FINANCE & ADMINISTRATION
- Budgeting & Cost Control
- Invoicing & Payments
- Contract Management
- Legal & Compliance
KEY PERFORMANCE INDICATORS (KPIs)
Service Completion Rate
Customer Satisfaction (NPS)
Response Time
Rework / Non-Conformities
Repeat Customers
Environmental Compliance
QUALITY OBJECTIVES
- Deliver consistent and high-quality yacht care services
- Ensure customer satisfaction above industry standards
- Minimize risks and prevent yacht failures
- Protect the marine environment
- Continuously improve our processes and people
CUSTOMER EXPECTATIONS& REQUIREMENTS
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PLAN(Define)
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DO(Perform)
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CHECK(Measure)
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ACT(Improve)
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CUSTOMER SATISFACTION& LOYALTY
↻ CONTINUAL IMPROVEMENT
