Drydocks World scores high for customer satisfaction

96% rating for health, safety, environment, quality and excellence.
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Drydocks World, one of the most renowned and prolific maritime service providers to the shipping, oil, gas and energy sectors has announced an overall customer satisfaction rating of 96% received from their clients.

The satisfaction questionnaire covers 29 distinct areas including health, safety & environment; project management and administration; technical services; services from various trades and tendering processes on all projects over a period ranging from January to July 2013.

The questionnaire was completed by clients who brought in projects over this period and all of them were overwhelming in rating the services as being ‘world-class’ in relation to the high standards that they expected.

The ratings on health & safety, environment and quality in specific were scored very highly with the cutting edge offshore construction projects – the DolWin Beta Offshore HVDC Platform and Shell’s Turret for Prelude FLNG – receiving 98% and 95% scores respectively in these areas.

In addition the yard is constantly subjected to external audits on these areas by clients and external societies. In 2013 DDW has successfully passed muster with flying colours on HSEQ program audits conducted by EON, Nigeria LNG Limited, Sea Jacks, McDermott, Shell, Chevron, Super Sponsors Team from Prelude FLNG Turret & LRQA.

The shipyard has established an enviable record not only with regard to scores but also in terms of actual achievements in the health, safety and environment areas.

The yard achieved four million man-hours without LTI on the recently delivered Modular Capture Vessel Eagle Texas, two million man-hours without LTI on the Shell FLNG Prelude and MCV Eagle Louisiana projects and one million man-hours without LTI on each of the DolWin Beta, Solan sub-sea storage tank and offshore rig High Island-V projects. This has enabled DDW attain a total of 21 million man-hours without a major incident during 2013 in all its operation.

The company’s heat management program during the extreme temperatures in the Middle Eastern summer has been very successful with no serious heat related cases reported in 22 million man hours of work. The company also made great strides as an environmentally responsible shipyard successfully recycling 85% of the waste generated in 2013 compared to 79% the year before.

Khamis Juma Buamim, chairman of Drydocks World and Maritime World, said: “We are elated at the excellent and consistent customer satisfaction ratings, which are key differentiators and an important dynamic for business sustainability and progress.

“Customer satisfaction is one of our top priorities and we have put in place reliable measures in consultation with our clients to guarantee this. Obviously, it requires a great deal of effort to exceed customer satisfaction consistently on every front and our teams are focused heavily on meeting these expectations.

“In addition such feedback from our customers provides us with an opportunity to identify areas of improvement; focus enchantments required and measure improvements in a tangible manner. We understand that customer loyalty is built over time and business sustenance relies a great deal on providing the best-in-class experience to the customer.”

Drydocks World clients are more than impressed with the company health, safety, environment and quality policies and plans exemplified by the ‘zero harm’ campaign and the company’s ‘life saving rules’. Clients are aware that the company will never compromise these standards and that the health and safety of all of its stakeholders is always the first and foremost priority. Stringent measures are in place to ensure that standards in place to guarantee this are never breached.

The repeated success of the company’s efforts to exceed customer expectations on all fronts and its management’s uncompromising drive to attain work excellence and all HSEQ targets has helped the business in achieving targets and goals even in difficult economic conditions.

The ship repair and maintenance business has maintained steady growth and the offshore rig refurbishment has seen a continued upswing in business. All of the global cutting edge projects and consistent growth in ship repair are ample testimony to the continued faith of leading global industry players in the high standards of project implementation and delivery exercised by Drydocks World.

Drydocks World has embraced the holistic approach concept and has redefined the future of the business to build a new strategy and a broad vision to a new horizon. This approach is underpinned by the company’s commitment to improve productivity through the implementation of programs such as the operational excellence program which places the client at its centre.

The company is driven to achieve the 4Rs of Excellence – re-focused thinking; re-engineered solutions; re-energised interest; and re-positioned execution.

 

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