to remain on track.
Quality Management can be defined as an ongoing effort to consistently provide shipping and crewing services that meet and exceed customer expectations. Achieved through a structured, systematic process for creating organisational participation in planning and implementing control and improvements.
The following extracts from our Quality Management System Manual, to which all of us at Marlow adhere, exemplify the service offered to shipowners, partners and vessel crew on a day-to-day basis...
Marlow Navigation is committed to meeting customer satisfaction by:
- identifying and complying with all applicable statutory and regulatory requirements
- proactively establishing and communicating customer requirements throughout the company
- maintain professional and ethical behaviour by all crew, employees and agents
- carefully selecting, monitoring and analysing key performance indicators
- measuring customer satisfaction, and
- continually improving the effectiveness of quality management systems by regularly reviewing policies, objectives and procedures, and then refining accordingly.
Occupational Health and Safety Management (OHS):
Work safety and employee wellbeing is of primary importance at Marlow Navigation. We are proud of our safety record, which we all continue to work hard to maintain. OHS programs are about fostering a safe and healthy working environment, protecting the welfare and interests of all our people. These are regular analysed and updated where needed.
Crucial to administering such OHS conditions and minimising the possibility of accidents or damage is preventive measures, such as ongoing education, training and assessments of office and shipboard personnel, as well as premise and equipment inspections. Meanwhile, emergency readiness and contingency planning are in place to minimise any loss of life, injuries or damages. Marlow maintains a zero tolerance to Drugs and Alcohol: no duties shall be performed while under the influence of alcohol or drugs.
Security Management of Crew and Vessel:
Safeguarding the security of all crew personnel and property, as well as owner’s shipping assets is of utmost priority at Marlow. We seek to minimise maritime security risks and improve security management by closely following expert advice on risk mitigation. Such risk advisory focusses on operational security, crisis response, and training on action, among other areas in challenging high-risk environments.
Naturally, the first stage in security is pre-emptive, supported by intelligence, careful planning, and monitoring. In turn, application of timely and practical approaches at sea provides our shipping and offshore crew the means to swiftly make vital tactical decisions and significantly reduce security risks, whilst ensuring safe protection and recovery of both crew and vessel.
Marlow Navigation always assesses any potential negative impact of its shipping operations on our oceans, making environmental considerations an integral part of any planning process. Essentially, this means environmental emergency response procedures are designed and checked in order to effectively protect from, or deal with any unforeseeable accidents.
At the same time, resource management identifies factors affecting our wider environment, and moves to place greater emphasis, care and action. This includes commitment to sustainability issues and overall reducing our company’s carbon footprint on the environment from both operations onshore and at sea.
Utilising a wide-reaching partner network and influence, our company is always active where possible and where needed to get involved and support local communities, as well as motivate our personnel. Ranging from assisting school programs in the Philippines devastated from natural disasters, community events, fund raises, clean-up days, employee blood donations, refugee support, to worldwide rescue operations out at sea.
Internally, our company regularly organises team building events, family/social outings, sporting days, and rewarding long serving employees. At Marlow, we celebrate diversity, reward excellence and are always culturally aware.