Section 8: Operation

The following aspects are taken into consideration related to operation planning and control:

1. Customer Requirements

   • Determine requirements for the product and services;

2. Acceptance Criteria

   • Establish criteria for the processes and for the acceptance of products and services;

3. Resources

   • Determine the resources needed to achieve conformity to product and service requirements;

4. Controls

   • Implement control of the processes in accordance with the criteria;

5. Documented Information

   • Retain documented information to have confidence that the processes have been carried out as planned and to demonstrate the conformity of products and services to requirements

6. Changes

   • Control planned changes and review the consequences of unintended changes

7. Corrective Actions

   • Take action to mitigate any adverse effects, as necessary

Marina di Valletta takes into consideration the following aspects:

• Customer communication

• Determination of requirements related to services

• Review of requirements related to services

• Environmental Aspects

Marina di Valletta identifies and describes the determination of requirements for services within Operation Processes

Design is performed to ensure that clientele short-term or long-term berthing at the Marina have their requirements catered for to the highest standards

Inputs

• The design inputs include:

  • Customer requirements

  • Industry best practices

  • Legal Requirements

  • Client information within Blueshell (Marina Management Cloud Software)

Outputs

• The design outputs include:

  • Quotation for clientele

  • Contractual agreement for clientele

  • Team leaders assign work to appropriate personnel to prepare the berth for new arrivals  

  • Communicating with the client any pre-requisites that are required before berthing is approved

Controls

Review

• The design review is performed during the preparation of the offer to the client and subsequently during the planning for the respective service. This requires internal liaison and coordination, to ensure that the specific needs of the client are met in a correct and timely manner.

Verification

• The design verification is performed based on feedback received from

  • Client - on confirmation of the service (quotation confirmation and signing of contract)

  • Employees - during the provision of service

Validation

• The design validation is performed based on feedback received from the client:

  • Positive feedback received upon arrival, during stay, and on departure

External Providers

8.5.1 Control of production and service provision

Marina di Valletta identifies and describes the control of its service provision within Operation Processes 

8.5.2 Identification and traceability

Marina di Valletta ensures adequate identification and traceability during the whole service life cycle

8.5.3 Property belonging to customers or external providers

Marina di Valletta identifies the following property belonging to customers:

• Marine Vehicles

• Client Mail/Packages

• Bulky Refuse requested by clients

• Any equipment of subcontractors on the request of clients

Marina di Valletta identifies the following property belonging to external providers:

• Cleaning equipment (Esprit)

• Cleaning equipment (Ozo)

• Restaurants including the van

• Crane services

• Waste Oil Trucks

• Garbage Trucks

• Sewage Trucks

• Any equipment of subcontractors

• Bicycle Rack

• Bolt Electric Scooters

Marina di Valletta ensures that adequate care is exercised during the whole service life cycle:

• To preserve all external property from unnecessary damage, loss or theft

8.5.4 Preservation

Marina di Valletta ensures adequate preservation during the whole service life cycle to protect and prevent any unnecessary disclosure of information and damage, loss or theft.

8.5.5 Post-delivery activities

Marina di Valletta identifies and describes the post-delivery activities within Operation Processes 

8.5.6 Control of Changes

Marina di Valletta follows the following instructions related to the control of changes:

• Identify and review unplanned changes

• Discuss internally

• Take the appropriate decision

• Communicate to all employees

• Implement the changes

Marina di Valletta identifies and describes the release of products and services within Operation Processes 

Marina di Valletta retains documented information related to non-conformities on NC & CA

Marina di Valletta identifies the following type of nonconformities:

• External Provider Complaints

• Customer Complaints

• Internal Complaints

• Environmental Incidents

• Internal Audit Findings

• External Audit Findings

Customer & External Providers Complaints

Nonconformities identified by Marina di Valletta towards the external providers, such as:

• Damages

• Delays/Late deliveries

• Incorrect billing

• Lack of communication

• Poor quality

• Poor service

Internal Complaints

Internal weaknesses identified by Marina di Valletta, such as:

• Non-compliance with internal policies or guidelines

• Threat (Verbal/Physical)

Environmental Incidents

Incidents related to the environment, such as:

• Fuel spill from vehicle (during refuelling)

• Oil spill from vehicle (minor - during normal use)

• Oil spill from vehicle (major - after an accident)

• Small fire

• Large fire

• Waste is not collected

• Hazardous substances spill

• Sewage (Blackwater) spill

• Greywater spill

• Freshwater contamination

Health and Safety Incidents

Incidents related to the health and safety of individuals, such as:

• Near Misses & Incidents

• Accidents

Internal Audit Findings

Any non-conformities (NC) identified during the internal audit. 

[Any Observations (OBS) and opportunities for improvement (OFI) are discussed in the subsequent internal audit and management review]

External Audit Findings

Any nonconformities identified during the external (certification and surveillance) audit

Environmental Incident Plan

Health and Safety Incident Plan