Enchanted Kingdom_PQC 2015

Our Quality Journey to Business Excellence
Cynthia Romero-Mamon, PhD, ICAE
Chief Operating Officer
Philippine Quality Challenge Awarding Ceremonies ~ 15 September 2015 ~ Midas Hotel, Manila
Outline
Who We Are?
Where were we?
Where are we now?
What we did right?
What are the opportunities for
improvement?
Where are we going?
How did PQC help us?
How can PQC help other organizations?
2
Who We Are
Business Name
Enchanted Kingdom, Inc.
Park and
Corporate
Address
RSBS Blvd., San Lorenzo South, Sta.
Rosa, Laguna
Sales Office
G/F Salustiana D. Ty Tower, 104 Paseo
De Roxas, Legaspi Village, Makati
Website
http://www.enchantedkingdom.ph/
Tag Line
The magic lives on… and on!
3
Who We Are
“The Philippines’ first and only world class themepark”
October 19, 1995
7 themed zones
318 Cast Members
over 32 rides &
attractions
(ao Dec 2014)
over 20M (since 1995)
17 has.
4
History
5
Organizational Philosophy
Vision
“We are the Philippine leader in wholesome family
leisure and entertainment and a world-class tourist
destination in the region”.
Mission
We provide magical experiences
6
Organizational Philosophy
Core Values
•
•
•
•
•
Love of God
Respect
Integrity
Loyalty
Innovativeness
7
Enchanting Offerings
❑ Rides and Attractions
❑ Entertainment
❑ Merchandise
❑ Food and Beverage
❑ Skill Games
❑ Photos
8
Enchanting Offerings
Enchanting Celebrations
Birthday Packages
Debut Packages
Wedding Packages
Graduation Package
Photo Shoot Packages
School Tours
Edutainment
Corporate Packages
9
Enchanting Offerings
Enchanting Events Venues
New! Boardwalk Party
Place (BPP)
300-seater
Expanded
Tent
Enchanting Events
Place (EEP)
600-seater
2000-seater
New! Eldar’s
10
Enchanting Offerings
11
Affiliations
12
Organizational Structure
President
Organization
Development
Internal Audit
Chief Operating
Officer
Sales
Park
Operations
Food
Services
Games &
Photos
Merchandise
Creative
Comptrollership
Human Resource
Mngt &
Administrative
Services
Information
Technology
Services
Finance &
Treasury
Infrastructure
Planning &
Development
13
Awards & Recognition
Enchanted Kingdom is proud to be recognized by some of the most
important organizations and award-giving bodies.
2014 TripAdvisor
Winner
2014 Best Theme Park
2015 Top Amusement
2015 Top 24 Best
Amusement Parks in Asia
14
Awards & Recognition
Enchanted Kingdom is proud to be recognized by some of the most
important organizations and award-giving bodies.
15
Where were we?
16
Where are we now?
Increasing revenues and attendance
P
a
1,600,000
r
1,500,000
k
1,700,000
850.00
800.00
750.00
700.00
650.00
R
1,400,000
600.00
1,300,000
e
550.00
v
500.00
n
450.00
u
400.00
350.00
e
300.00
s
A
t
1,200,000
t
1,100,000
e
1,000,000
n
900,000
d
800,000
a
700,000
n
600,000
c
e
500,000
250.00
200.00
150.00
100.00
50.00
1996 1998 2000 2002 2004 2006 2008 2010 2012 2014
1996
1998
2000
2002
2004
2006
2008
2010
2012
2014
What we did right?
Management/Leadership
Collaborative and Consultative
Visionary and Visible
Open-door policy
Good governance and Integrity
Industry leadership
Corporate Social Responsibility
Environmental Programs, Initiatives
and Partnerships
Free Admission for
Selected Charity Groups
What we did right?
Planning
Appreciative Inquiry
Strategic & Operational Planning
process
Balanced Scorecard
Key Result Areas and Key
Performance Indicators
Blue Ocean Strategy
Appreciative Inquiry
Balanced Scorecard
1. Environmental
Scanning
2. Inputs
Gathering
From
PEST Analysis
SWOT Analysis
BOD
Cast Members
Stakeholders
Appreciative
Interviews/
Workshops
Focus Group/
Review w/ Key
Stakeholders &
Customers
3. Review &
Formulation
Vision, Mission,
Values
Goals/Strategies/
Programs
4. Implementation
& Resource
Planning
Scorecard
Implementation
Schedule &
Key Milestones
5. Finalization &
Approval
Approval by BOD
Further Refinements
6. Communication
7. Implementation
& Monitoring
Cast Members
Stakeholders
Strategic Planning Process
What we did right?
Customer Focus
Intensified leverage on social media channels
Re-launched and strengthened Loyalty Programs
Strengthened Guest Relations and Front line services
Improved Complaints Management System
Effective Customer Relationship Management
New offerings for IT-tainment, Edutainment, EATainment
Strengthened offerings for Corporate Market
EK Story Book and Characters
What we did right?
Expanding reach by leveraging on social media
EK Facebook Page
What we did right?
Expanding reach by leveraging on social media
EK Website
What we did right?
Expanding reach by leveraging on social media
What we did right?
Re-launched and strengthened Loyalty Program
What we did right?
More and exciting promos!
What we did right?
More and exciting promos!
What we did right?
Fun and Enchanting Events!
What we did right?
Fun and Enchanting Events!
What we did right?
World-class Shows and Entertainment!
What we did right?
Strengthening Strategic Partnerships
What we did right?
New and EKciting Merchandise What we did right?
New and EKciting Merchandise What we did right?
EAT-ainment
What we did right?
EDUtainment
What we did right?
Measurement and Data Mngt
Upgrading of ITainment Infrastructure
New POS System
World-class ticketing
system
Records Management
System
Upgrading of
Financial and
Accounting System
Guest Relations
Information System
What we did right?
Workforce Focus
Organizational Re-structuring
Learning and Development
Global Employee Exchange
Program
Continuing Education/Lifelong
Learning (Tie-up with Universities)
Sustained Appreciative Inquiry
culture
Climate/Organizational Assessment
Enhanced Compensation, Rewards
and Recognition Programs
Labor Management Council
Succession Planning
Spirituality in the Workplace
Global Employee Exchange Program
What we did right?
Workforce Focus
Sustained Appreciative Inquiry culture
Source: Appreciative Inquiry by David Cooperrider
What we did right?
Workforce Focus
IAAPA Attraction Managers Course (International)
IAAPA Certified Attractions Executive Course
(International)
What we did right?
Workforce Focus
Continuing Education/Lifelong Learning (Tie-up with Universities)
•
•
Masters in
Business
Administration
Bachelor
Degree
Programs
(ETEEAP)
2015 MBA Graduates
What we did right?
Operations Focus
Focus on safety, health & security
Completion of Operating Manuals
Business Process Redesign
Continuous Improvement programs
What we did right?
Safety Health and Security
What we did right?
Emergency and Crisis Management
What we did right?
Continuous & Productivity Improvement Programs
5S Program
E-Suggest Mo!
Quality Circles
What are our Areas for Improvement?
Revisit Vision and Mission statement to
translate into related objectives and attainable
standards for ease of measurement.
Structured approach in utilizing data from
stakeholders to develop technical design
specifications for products and services
Performance measurement on key operations
and comparison with the competitors must be
established and standardized.
Where are we going?
2020 VISION:
• "We continue to be the Philippine leader in wholesome
family leisure and entertainment.
• We aim to be a world-class tourist destination in the region
by 2020".
Expand the park from a stand-alone themed amusement
park to an “integrated attractions destination”.
Penetrate regional and international market
Intensify brand management
Our PQC Journey
Aug
2015
Jun
2015
Mar
2015
Nov
2014
20122013
Included the OFIs in the Areas for
Improvement during the Mid-Year Review
Face to face feedback from Assessors
Site Visit and Assessment
Creation of PQC Steering and Working Committees
Development of the application report
Attended the PQA & PQC Application Development Courses and saw
framework as a good structure
How did PQC help us?
Increased the awareness on quality
management and business excellence through
the PQC framework.
Helped us become more effective in identifying
our strengths and areas for improvement.
Improved efficiency and effectiveness
How can PQC help other organizations?
Increase the awareness of Philippine
organizations on quality management and
continuous improvement
Continuously recognize Philippine companies
that have implemented successful quality
management systems.
Provide continuous support to organizations in
terms of education and training on quality
management and business excellence.
Document and share the best practices of
each industry.
Enchanting TEAMwork makes the DREAM work