Business Transformation & Operational Excellence Insights

Royal Caribbean Group's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver Digital Transformation

Written by BTOES Insights Official | Dec 16, 2021 3:00:58 PM

Read this article about Royal Caribbean Group, Finalist in the Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

Royal Caribbean Group Muster 2.0

Our reimagined maritime safety briefing, Muster 2.0, is an industry-first innovation on the marine safety requirement. It dares to look at the requirement through an expanded lense - taking into account not only our highest priority, which is safety at sea, but also the guest experience with an approach that uses technology to solve for time, space and convenience.

The independent nature of the reimagined guest safety briefing allowed us to extend the window of participation to four hours and - crucially, as the cruise industry adapted their policies to the demands of COVID-19 - avoid the crowded, elbow-to-elbow gatherings that characterized the briefing’s historical process. This offers our guests the opportunity to learn important requirements for safety at sea faster, in a way that drives increased retention of key lessons. The process is more accessible and relatable through an approach that offers closer engagement with important content, all done in just a few minutes on the guests’ time.

We call it a shift from one-to-many to one-to-few, and an onboard technology lift allows us to track real-time briefing completion rates and send guests smartphone notifications reminding them of the requirement to complete the safety briefing before the ship sails.

Fully deployed to our sailing fleet, the new safety briefing has accomplished all of its intended objectives and is responsible for many notable achievements:

  • Significant time savings for guests: The new guest safety briefing requires only five to 10 minutes on average per guest (an 80% improvement), down from the one hour the historical briefing consumed.
  • Increased guest convenience: The new guest safety briefing allows all shipboard operations to remain open.
  • Improved safety knowledge: The traditional industry guest muster drill did not assess how well the guests understood or retained critical safety information. Our new process surveys guests via the mobile app and, to date, over 91% of our guests said they feel prepared in the event of an emergency.
  • Guest satisfaction: To date, 84% of our guests prefer the new guest safety briefing to its predecessor.
  • Industry recognition and collaboration: Muster 2.0 is patented and licensed, and available to other cruise lines for industry adoption.

About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video 

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level. 

Quick Links

Speakers

Agenda

BTOES Awards 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com
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