Section 9: Performance Evaluation

General

Marina di Valletta performs monitoring, measurement, analysis and evaluation:

• To demonstrate the conformity of the services provided

  • Customer Satisfaction

  • Environmental Aspects

Evaluation of Compliance

• Marina di Valletta analyses and evaluates data related to:

  • Conformity of services to requirements

  • Customer satisfaction

  • Conformity and effectiveness of the QMS

  • Performance of processes

  • Performance of external provider(s)

  • Need or opportunities for improvement within the QMS

• Marina di Valletta uses the results of analysis and evaluation to:

  • Demonstrate conformity of services to requirements

  • Assess and enhance customer satisfaction

  • Ensure conformity and effectiveness of the QMS

  • Demonstrate that planning has been successfully implemented

  • Assess the performance of processes

  • Assess the performance of external provider(s)

  • Determine the need or opportunities for improvements within the Quality Management System

Customer Feedback - Formal

• Pre-Arrival Communication

• Arrival Communication

• Pro-Active Courtesy Calls

• Post Visit Communication

Customer Feedback - Informal

• Positive e-mails/reference letters received from clients

• (lack of) complaints received from clients

• Repeat business from clients (customer retention)

Marina di Valletta performs an internal audit at least once a year

• Plan

• Report

Marina di Valletta holds a management review is performed at least once a year

• Agenda