On OASIS, Even The Lawyers Are Faster
In my last posting, I mentioned all the intense work going on to prepare the systems, processes and procedures to destroy lines and eliminate hassles. This is the first of several postings to get more specific about some of those steps.
One of the things we wanted to simplify is the process for participating in sports and other activities. That process today is similar to the process anywhere else and it functions “adequately.” But we have never believed that adequate is good enough. So our people decided to streamline the process.
A key step is to satisfy the lawyers that participants have been given appropriate notice about the activity and signed the waiver form. This may not sound like much, but each time a guest has to deal with the requisite paperwork, it takes up some of their time. They have to queue up to sign the waiver and wait while our people deal with the process. It interferes with what should be a seamless flow and breaks the mood. It also requires us to store all that paper. I got a real sense of perspective about this when I saw the mountain of paperwork generated just by waiver forms. Here is a photo of some of that mountain of paper.
Of course, once signed and boxed, we rarely if ever look at the papers again. It reminds me of that closing scene from Raiders of the Lost Ark when the crate containing the Ark is stored in a huge military warehouse that goes on forever.
Our new system eliminates all that paper. Instead, our guests electronically sign a single form that covers all the activities that require such a waiver. Then, when they want to do rock-climbing or Flowriding or whatever, they just swipe their SeaPass card and can start immediately. The computer confirms their advance waiver signing and they are good to go. This should speed up the process of participating in activities and allow us and the guest to concentrate on what really matters – hanging ten at sea or climbing the tallest (simulated) mountain.
It will also save lots of trees that would otherwise meet an ignominious death.
Looking at what I wrote, it all seems so easy and obvious. But setting up the computer systems and programs to implement all this are anything but easy. It has required many months of planning and effort to make this practical and simple. I often find that doing things really well is much more difficult and demanding than most people realize. But making the difficult seem easy and fun is our constant goal. It is part of what makes me so proud to work here. I am reminded of the famous quote by Degas who said: “Painting is easy when you don’t know how, but very difficult when you do.”
p.s. We also just suffered a big loss which serves as an additional reminder of what really makes Royal Caribbean so special. Tony O’Prey, one of our longest serving Hotel Directors, sadly passed away on Friday. Tony had been responsible for taking out several new ships including SOVEREIGN OF THE SEAS and was an example of the type of person whose passion and dedication are so important to our success. He was a kind and soft-spoken person and will be missed. Ironically, Tony had already retired but came back to work for a short stint so that he could reach his 25th anniversary and get the associated benefits. The outpouring of condolences from friends and colleagues is heart-rending.
Filed under: Chairman
Wow
Very neat! I assume we sign it during check-in? What about putting this system on your older ships eventually?
- Ryan P
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I was onboard for the second voyage of Sovereign of the Seas, and therefore doubtless sailed with Tony.
It’s never easy to lose a friend, whether that’s a favorite ship, or a man we have admired and loved. The fact of the eventual passing being inevitable doesn’t make it a whole lot easier when it occurs. My sincere condolences to his friends and co-workers.
Back to the lawyers, I’m delighted to be apprised of these behind-the-scenes looks of how things are being prepared for our sailing on Oasis in December!!! I really believe I’m likely to be spoiled for any other ship!!
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I am very disappointed in our booking of Royal Caribbean for our Bermuda cruise. When booking the sales representative assured me if I booked immediately and the price went down, we would receive a refund. Now that the price has gone down, Royal Caribbean will not honor there promise and it is very frustrating. We would have waited if we knew this was going to be the outcome. We are Crown and Anchor members and this will be our 3rd cruise we have booked and we will look elsewhere when booking in the future.
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But what about the skyloft suites, any photo’s or diagrams yet?
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vsthom…..I guess you never will know what the price will be in the future. If sale is godd they go up and the other way around. Last minute tickets will almost always go cheap, but then again, you wont be able to plan destination, dates or cabin in advance.
Great with the elimintaion of the waiver. As a Norwegian which are not that used to all these forms to fill out for the simplest activity, I have always thought about this as a bit rediculus, and I know many other europeans belive the same. So great with simplifying this process.
And again, the enviremental saving is great. Lots of paper that we no longer must produce and store.
PS I was not very happy for the decission of de listing the share at Oslo Stock exchange. ( I have a few)
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As someone whose son is in IT work and therefore does the type of computer work that had to be done for this process, I can believe what it took to implement it. However, like you said, good deal–it will save time and trees!
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This change is awesome!! With 5 kids on the Freedom of the Seas, I felt like I spent half of my vacation standing in line to sign waivers! over and over and over… Thanks you for implementing this, now I will be able to continue to lay by the pool or hang out in the Schooner Bar, while the kids play away!!
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vsthom; this ship isn’t even in the water yet. Your posting is in the wrong spirit of what they are trying to do with this blog. Try writing the office of the president and not the blog of the president. We all know things aren’t always as we hear but what’s in writing that counts. Good Luck
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Great Job !! I’ve booked the Sept 11th 2010 trip and have about 20 family members booking with us so far. This kind of process excellence along with the Oasis of the Seas amazement sets the tone for a great vacation! Thanks for thinking like a customer. This is a total expense with no direct revenue ties and was probably descresionary spending. Spending this additional money in the economy we have today really say’s how you feel about customers. This will be my first cruise with your company and it say’s a lot. Thanks!! Keep up the great blogs!
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Bravo , good post! Amigo!
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