EURASIA INTERNATIONAL: TOTAL QUALITY MANAGEMENT IN THE SHIPPING INDUSTRY Introduction In the 1990s, Hong Kong-based Eurasia International Ltd. ("Eurasia") aimed to set itself apart from other ship managers by implementing Total Quality Management (TQM) principles. The Company's President and Group Managing Director, Rajaish Bajpace - a 30-year veteran of the shipping industry, had been instrumental in establishing the International Ship Managers' Association (ISMA) and assumed its presidency in 2003. In his dual role, Mr. Bajpace believed that a comprehensive approach was needed to address some of the challenges facing his profession. After a series of high-profile accidents during the shipping crisis of the 1980s, ship managers found themselves dealing with complex and evolving systems of regulation imposed by national and international maritime administrations. The shipping business was suffering from a fundamental image problem, and Mr. Bajpace felt it was losing out to other industries in attracting the best and brightest people. Mr. Bajpace believed that a system of continuous improvement was required to enhance his Company's competitiveness, develop its human capital and establish a reputation for quality. For the industry at large, a culture of voluntary compliance could promote safety and forestall a state of over-regulation.EXHIBIT 1: EURASIA'S ORGANISATION CHART Eurasia Shore Based Organisation Chart Senior Management Support Ship Management Controlling Group Group Group Product Fleet A Finance & Development Team Administration Department Reliability Fleet B Management Team Value Addition Fleet C Team Shipboard Organisation Chart Captain Chief Engineer Management Level Chief Officer Second Engineer Second Officer Third Engineer Operational Level Third Officer Fourth Engineer Deck Ratings Engine Ratings Support Level Source: Eurasia International (China) Limited PartnershipEXHIBIT 2: TRAINING AND DEVELOPMENT AT EURASIA Eurasia's Regime of Training & Development Training and Self Knowledge Development - Skill Check Attitude People Failure System Failure - Equipment Failure THIIIIIII Cross Extemal Check Check Source: Eurasia International (China) Limited PartnershipEXHIBIT 3: EMPLOYEE TRAINING AND STAFF TURNOVER (i) Total Employee Training Days 80 60 40 20 1998 1999 2000 2001 2002 (ii) Eurasia Staff Turnover Rate 60% 40% 20% 100 0% 1994 1995 1996 1997 1998 1999 2000 2001 2002 Source: Eurasia International (China) Limited PartnershipEXHIBIT 4: EURASIA'S PERFORMANCE MEASUREMENT APPROACH Restraining Action Expected Core Value KPI Focus KPI (examples) Objective Force Plan Responsibility Date (examples) (examples) of Completion Vessel budget Within 5% Vessel trading Planned Fleet Each month Customer Price Value reliability variance lumpsum pattern procurement Management and logistics Operational Off hires Nil Machinery Performance Vessel's Each day reliability breakdown monitoring seafarers Asset Steel renewal Vessels (25 Corrosion and Maintenance of Vessel's Monthly and preservation years service) effect of cargo/ coating in holds | seafarers docking ballast and tanks (2.5 years) Customer Retention of Minimum 2 Competition Assessment of Fleet Quarterly satisfaction / customer years customer Management loyalty feedback Human Value Competence Rank Minimum 1 Short supply of Monitoring Fleet Quarterly experience year in rank seafarers seafarer Management retention Loyalty Seafarer 70 % High demand Monitoring and Reliability Quarterly returnee rate corrective Management action Team Manning Minimum as Wage increase Alternative Reliability Yearly Shareholders Return on decided by manning Management Value investment profitability management sources Team Business Bad debt Less than Customer Regular debt Finance Monthly viability (cash 4% quality collection Department flow) Brand image External Minimum 2 Limited Identification of Value Addition Monthly recognition international opportunities opportunities Team presentations each year 2003 Leadership / Business Mixed vessel Add LNG Little Build Senia Intellectual knowledge type experience vessels experience in competence Management Value LNG sector Source: Eurasia International (China) Limited PartnershipThe Rise of Third-Party Ship Managers When you go and fill up your car with gas, you never think about how the gas came there in the gas station. Some ship brought it. The coal which is used in the power plant in Lamma - who brings the coal? - The ships. So the contribution of shipping to Hong Kong's economy is not appreciated. Rajaish Bajpace, President & Group Managing Director, Eurasia International. Shipping is one of the world's oldest industries and perhaps the first of a truly global nature. In olden times, a ship's captain was typically also its owner and oversaw the purchase and sale of cargo, the recruitment of crew members and the daily ins and outs of seafaring operations. These ship-owners were renowned for their strong personalities and usually put their own capital at risk. The form and structure of the shipping industry has been transformed with the tides of history. As the monopolistic mercantile companies of the great European powers went into decline, market forces gradually took over. The industry has become specialised in every area - individual cargoes have given way to bulk pools, container pools and tanker pools; the financing of vessels has become extremely sophisticated, and technological advancement has forever changed shipping operations. Through all this, the individual ship-owner has become a rarity, but the ship manager's role has grown prominent. It has been estimated that over 90% of the world's commerce involves movements by sea; transported goods include fuel, raw materials, food, furniture, apparel and other finished goods.' The fortunes of the industry are directly affected by greater trends in world trade. In the 1980s, the maritime industries suffered from the downturn in world trade, which was further exacerbated by problems of excess capacity, rising costs and falling freight rates. Too many ships were competing for too little cargo, and freight rates were often so low that they barely covered operating costs. During this period of crisis, banks were often compelled to repossess ships that they lacked the expertise to operate. In the recessionary 1980s, enthusiasm for outsourcing was running high. Ship-management companies offered ship-owners the option of separating shipping operations from the asset management, sales and marketing aspects of their business. This freed the owners to focus on the revenue-generating side of their business (ie, marketing cargo space). Eurasia Group Eurasia was founded as a joint venture in Hong Kong in 1981 by three partner companies, with the aim of establishing a technical ship management capability in Asia. Hong Kong had one of the busiest container ports in the world and was chosen for Eurasia's headquarters because it met all five basic criteria that governed the choice of location: a sophisticated telecommunications infrastructure, an extensive air transportation system, an advanced banking infrastructure, a low tax regime and a productive workforce. Each company broughtfive ships into the partnership, and Eurasia continued to manage its own fleet until 1987, when one of the partners, The Bernhard Schulte Group, bought out the remaining two partners and established Eurasia as a wholly owned subsidiary with a mandate to operate as a competitive third-party ship manager." Eurasia initially relied on Asian ship-owners, particularly from Japan, to build its client base. In the early years, a typical Japanese-owned ship would take raw materials into Japan and carry finished goods out. Over time, however, manufacturing shifted to other countries and by the mid-1990s, the merchant ships that Eurasia serviced were largely engaged in cross-trade. Eurasia's President and Group Managing Director, Rajaish Bajpace, had received an education in the sciences and had gone on to study at a marine engineering college before spending eight years at sea, where he worked his way up to chief engineer. He left to pursue an MBA and began a shore-based career, initially as a ship superintendent and later rose to management positions, where he gained exposure to the accounting, finance, human resources and marketing sides of the business. At Eurasia's helm, Mr. Bajpace saw the need to expand beyond an Asian base and to configure the group's business accordingly. He developed a five-year plan to expand Eurasia's customer base and develop operations to cover the three major world regions: Asia Pacific; Europe and the Americas, and the Middle-East and Africa. Disruptions due to the Asian financial crisis of 1997 delayed implementation of this plan by two years. In due course however, Eurasia had established regional headquarters in Hong Kong, Bombay and Hamburg, and a number of regional offices, extending its coverage to offer year-round, worldwide services. After starting with a fleet of just a few ships in the 1980s, the Company had expanded to a total of 90 ships under management by 2004. Eurasia positioned itself as an Asian company with global operations. Eurasia's Services By 2004, Eurasia was offering a suite of services that spanned the entire life-cycle of a ship from construction to demolition. Fifty-six per cent of its managed fleet belonged to Asian owners (approximately 80% Japanese) and a growing European element was observed within the remaining component. As a manager of its customers' assets, the group offered services in three categories: ship-management services (by far the biggest category), marine consultancy services and shipping services: Ship Management: Technical Ship Management, Crew Management, Commercial Ship Management Marine Consultancy: Newbuilding and Design Consultancy, Quality Assurance Consultancy, Risk Management Consultancy Shipping Services: Port Agency, Procurement and Logistics, SeaChef Maritime Catering While some of its competitors employed niche marketing strategies - claiming distinctive competencies in managing certain classes of vessel or as technical, financial management, risk management or liability experts - Eurasia's service offerings were not product-centric. A client could pick and choose among the various services and a service package would be assembled accordingly. To meet customer requirements, Eurasia was able to offer dedicated seafarers qualified for any size or type of tanker, bulk carrier or container ship. It alsodeployed advanced database-management and computerised information systems that gave users access to timely and accurate information. Changes in the Shipping Industry At the turn of the century, there were approximately 50,000 merchant ships in the world, of which approximately 5,000 (10%) were managed by third-party ship managers.' The top ten international ship managers could collectively lay claim to about half the market, with the remainder comprised of managers controlling anywhere from one to several ships. In a bid to enlist lower-cost crews, the shipping industry underwent major restructuring that saw significant growth in the number of open-registry ships operating under offshore management." Ships under open registry accounted for 5% of world shipping tonnage in 1950, 25% in 1980, and 45% in 1995.' The industry had become more dispersed and observers were noting a change in the balance of power in world shipping. The shipping business was taking on a very different form from that of earlier times, when shipbuilders, ship-owners, agents and port service providers were concentrated around traditional port cities. At the turn of the century, South Korea, Japan and China were the world's largest producers of ships; Greece and Japan were the largest owners of merchant ships; the Philippines was the largest source of seafarers and Panama had the largest registry." The 1980s had seen a number of high-profile shipping accidents, culminating in the highly publicised Exxon Valdez tragedy of 1989. Ship operators found themselves in the limelight following such incidents, and in the position of having to guard their industry against perceived deficiencies. During this period, third-party ship managers received the lion's share of the blame for allegedly bringing down standards and providing inadequately trained crews. In the ensuing years, safety and environmental standards received more attention as the industry recognised the need for greater environmental awareness. As the industry grappled with such issues, an increasing amount of regulation was being imposed upon it by national governments and international bodies. Ship managers were operating in a climate of increasing complexity. The Ship Manager's Role A ship is like a floating factory. A typical ship carries 2,500 boxes...it has the horsepower of a power plant...an engine of about 30,000 horsepower. It has 20 to 30 people on board. It goes at 20 knots, which is about 30 miles per hour, and it manufactures the service of carrying the cargo from A to B safely, cost-effectively, without damaging the cargo... without damaging the ship.. without injury to the people... without threatening the environment. This is the essence of what this factory manufactures. And this factory is moving, it is not stationary in Guangzhou or Shenzhen, it is mobile. And it operates in an environment where if there is a fire, you can't call the fire brigade. If there is somebody injured, you can't call an ambulance. You have to takecare of it in the middle of the ocean. You are not in a static environment because you are confronted with the fury of the sea. - Rajaish Bajpace, President and Group Managing Director, Eurasia International. A ship manager's primary customer was the ship's owner, but in practice the ship manager's role was also to serve as an intermediary with secondary customers - the ship financiers and cargo owners. Ship-owners typically sought three core competencies in selecting a ship manager: Cost efficiency: the ability to control the daily running costs of a ship. Earning period: owners were eager for the revenue-earning potential of their vessels to be fully realised; if a ship was docked or under repair, it would not be generating revenue. Asset preservation: ship-owners had a vested interest to see that their vessels were well maintained and able to earn revenue for a normal useful life of 25-30 years. The key to success for a ship manager was to offer cost-effective solutions by outsourcing functions to low-cost areas and by establishing practices based on the latest know-how and technology. Ultimately, to attract and retain customers, it was necessary to offer high service- quality levels, while at the same time offering cost levels that could compete with what an owner could achieve with internal operations. In recent years, this had become more challenging because ship-owners could operate their vessels internally at very low cost by using different flag states and alternative crewing arrangements. "Being the Best, Not Necessarily the Biggest" There had only been a minor increase in the size of the world fleet from 1999 onwards, and consequently third-party ship managers were competing in the same limited marketplace. Some ship managers merged to form larger units, aiming to benefit from economies of scale. 10 Eurasia bucked this trend - its strategy was not geared towards size. As a member of the Schulte group of companies, it could generate economies of scale by pooling resources with the four other management groups under the parent company. In total, the Schulte Group managers operated some 400 ships; expense items such as training, human resources administration and insurance could be managed as a common pool. Eight thousand diversely experienced seafarers of various nationalities were available to take on contract assignments through the Schulte Group's eight international manning and training centres. Eurasia thus escaped pressures to acquire or merge with other companies to remain cost-competitive. By staying relatively small within the structure of the Schulte Group, the Company was able to offer far more personalised services and to maintain a somewhat unique business model compared with the competition. As Rajaish Bajpace saw it, ship-owners did not care whether a ship manager operated 50 ships or 500 ships; they were only concerned that the vessel they owned was under professional management. Thus, Eurasia could offer both cost competitiveness and product differentiation as advantages over its rivals. Rajaish Bajpace believed this two-pronged approach was needed to resolve two seemingly conflicting customer requirements - low costs and personalised service. Mr. Bajpace coined the strategy statement "Being the Best, Not Necessarily the Biggest" as hisCompany's objective - not to strive for significant growth in a given market, but to provide the highest-quality service while satisfying customers, shareholders and staff. Growing Regulation and the ISMA From the early 1990s, ship managers found themselves dealing with an increasing regulatory burden as international trade bodies and regional regulators introduced a jumble of rules and security measures. As a result, it was necessary to employ highly skilled support, training and supervisory staff - yet at the same time, ship managers faced constant pressure to maintain or even reduce management fees in the lows of shipping cycles. As exponents of cost-cutting, ship managers also found themselves being made scapegoats for a perceived decline in shipping standards. Recognising the need to counter these perceptions and to forestall unilaterally mandated legislation, an informal association of leading ship managers founded the International Ship Managers' Association (ISMA) in 1991 to pursue a quality ideal for the industry. The ISMA code of ship management was issued in 1998, stipulating audit-based compliance as a condition for membership." The ISMA code was a minimum quality benchmark for the industry, assessed impartially and independently by classification societies. Rajaish Bajpace had served on the executive board of ISMA since its foundation and was a driving force in urging industry colleagues to embrace voluntary standards and to take on a proactive role in shaping the evolution of their industry. Mr. Bajpace assumed the ISMA presidency in 2003 with a mandate to continue the group's pursuit of the highest standards in ship management. Eurasia's Quality Journey Having reflected upon the changes taking place in the industry and through his involvement with ISMA, Rajaish Bajpace believed that the most important determinant of a ship management company's success was its ability to balance the expectations of key constituencies and continuously add value through best practices. With limited resources at hand, the challenge of ship management was to satisfy and balance the expectations of shareholders (who wanted greater dividends), customers (who demanded personalised service at low prices) and staff (who wanted job security, better compensation and good working conditions). Mr. Bajpace saw Total Quality Management (TQM) as a useful model that could place his organisation in a favourable condition. TQM was a system of organisational management based on a framework of continuous improvement. As such, it had both cultural and technical dimensions, and called for proactive leadership and firm commitment on the part of management. Mr. Bajpace joined the global quality council of The Conference Board in 1994 and became its co-chairman for the Asia Pacific region." Through this position, he was able to study processes at companies such as 3M and Xerox that had implemented TOM early on. The TOM approach could be viewed in terms of four components:" A definition of quality in terms of the customer's requirementsAn organisation-wide quality performance standard A work system that included planning, budgeting, reward-recognition and other systems to consistently produce quality A meaningful way to monitor and measure the results of the system With the re-engineering of business processes and establishment of best-in-class benchmarks, TOM was formally implemented at Eurasia in 1995. Within the Company's organisational context, Mr. Bajpace saw the umbrella of TOM as one that could efficiently transform Eurasia's key resources - its people, processes and technology - into deliverable outputs. Crew Recruitment and Training A ship manager's challenge was first and foremost to have the right people, at the right place and at the right time to operate the vessels under its management. In Mr. Bajpace's opinion, it was necessary to start by acknowledging that constant improvement of the crew was essential to success. In this regard, there were two primary challenges: one was to attract the best people, and the other was to train them into leadership positions. With competing shore- based jobs offering stable work hours and established career paths, Eurasia attempted to create more congenial conditions for shipboard staff - for instance by allowing up to five family members to accompany certain seafarers during their shipboard employment. 14 Although Eurasia was Hong Kong-based, there were no training or education institutes in Hong Kong geared towards developing maritime professionals. Eurasia recruited seafarers internationally and assembled multinational crews. A ship's captain could be likened to the managing director of a factory - responsible for the ship's mission, for allocating resources and for ensuring the safety of the vessel, its crew and cargo. The chief engineer could be likened to a general manager, and the staff of marine engineers was responsible for all technical aspects of ship maintenance and operations, including communications technology [see Exhibit 1]. Vessel crew-members could advance their careers either through education and the accumulation of experience, or by acquiring special skills in the course of their employment. Both seafarers and shore-based staff were formally appraised on a regular periodic basis. Eurasia's Management Structure On average, each ship had an annual consumption budget of US$1 million. Shore-based fleet management groups were responsible for fleets of up to 20 vessels and were comprised of a diverse staff including technical superintendents, purchasers and accountants. The crew for a ship had to be recruited, trained and developed according to the specific type of vessel under management, the particular type of cargo or the voyage in question.' It was the role of the shore-based team to provide them with a system of safety, guidelines, policies and procedures so that they would be equipped with the tools and knowledge necessary for any foreseeable eventuality. This had to be backed up with well established daily, weekly and monthly reporting systems; quarterly inspections; pre-embarkment and post-disembarkment debriefings and ongoing satellite-based monitoring to ascertain whether the vessel was making the right progress and consuming resources efficiently.To ensure that the vessels under its management were operated safely and optimally, Eurasia instituted a management structure comprised of self-check, cross-check and external-check components, corresponding to the company's shipboard, fleet management and support teams [see Exhibit 2] The self-check component was conducted by teams on board Eurasia's vessels. The cross-check component was conducted by Eurasia's shore-based fleet- management professionals who monitored and reviewed shipboard performance against established policies and guidelines. The external check component was conducted by teams of cross-functional support staff who acted as referees in resolving problematic situations. When any defects or deficiencies were identified, they would be analysed by a "reliability team" to determine whether the root cause was due to failure on the part of the crew, a failure in the system, a failure of equipment or some combination of the three. The appropriate remedy would then be arranged; if the cause of failure was people-related, then the situation was further analysed to determine whether the issue involved crew members' skills, knowledge or attitudes. If necessary, a training module would be established to address the specific problem. If the failure was due to equipment malfunction, then adjustments were made to the maintenance regimen. If it was deemed a failure of the system, then the relevant policies and procedures were modified. Fleet-wide circulars were sent out regularly to disseminate any lessons learned. Total employee training at Eurasia reached its highest level in 2002, while in the same year, employee turnover was at its lowest level ever [see Exhibit 3]. Organisational Performance The business processes instituted at Eurasia provided the foundation for continuous improvement throughout the organisation. So that management could gauge performance at all functional levels, Eurasia devoted significant resources to maintaining performance measurement systems. In devising a framework for performance measurement, Eurasia's senior management organised individual business targets around a leadership model comprised of four core values: customer value, human value, shareholder value and leadership/intellectual value. Key Performance Indicators (KPIs) were established, for which corresponding objectives and responsibilities were set [see examples in Exhibit 4]. All sea-based and shore-based groups within the Company had performance targets - at the business unit, team and individual levels. This measurement framework allowed senior management to observe how all parameters were working on a virtually real-time basis. To supplement this information, key data from external market and financial information providers were collected and analysed regularly. Various forms of analysis were employed, including financial analysis, root cause analysis, trend analysis and regression analysis; the findings and results were transmitted to the relevant parties for further action. Eurasia in 2004 I make it a point to mention that in business, profit is like oxygen, and just like your blood flow, you need cashflow. But your purpose of existence is beyond breathing and having a pulse. Similarly, the purpose of a business' existence is beyond profit and cashflow. The purpose is to create value forpeople. Three constituencies of people: shareholders, customers, and human resources. - Rajaish Bajpace, President and Group Managing Director, Eurasia International. By early 2004, Eurasia's commitment to quality management appeared to be paying off. The Company obtained good financial results over a period of economic slowdown and maintained high levels of customer retention and employee satisfaction. Eurasia was awarded the "Best Ship Manager" designation by Lloyd's Maritime Asia for the second year running in September 2002, and the Hong Kong Management Association's Quality Award the following year. After 30 years in shipping and having been at Eurasia's helm throughout its formative period, Rajaish Bajpace believed the challenges of shipping were fundamentally unchanged. The biggest challenge was to attract, nurture and retain a talented crew. A ship manager had to maintain the necessary HR focus while controlling the ship's cost structure, staying in tune with customer requirements and anticipating the competition. To achieve excellence in these respects, Mr. Bajpace believed a voluntary culture of self-regulation was essential. From the late 20" century, certain parties within the shipping industry were developing prototypes of unmanned ships and were anticipating an age when ships could be operated with nobody aboard them at all. Technically, there was no reason why this couldn't be accomplished in an age of advanced satellite communications, when unmanned probes could be sent to Mars. Labour had always been a major issue in the shipping industry, where substantial resources were needed to train and develop an efficient crew. Ship-owners in high-cost countries faced shrinking domestic labour forces and rising costs, high attrition rates within the industry and occasional union problems. All this could be avoided by moving towards automation; the shipyards' R&D functions also stood to gain from such a change. However, Rajaish Bajpace was sceptical that a state of complete automation would come to pass and felt that, aside from the humanistic arguments, highly-trained and experienced seafarers would always be able to anticipate and respond to trouble in ways that machinery could not. In the coming decades, ship-owners and managers could anticipate additional changes in the shipping industry. Further global reshuffling of industry players was ongoing, new ships would travel faster and cargo values would probably rise significantly. All this would mean continuing pressure on ship managers to adapt. Managing a diverse fleet in such a climate would challenge even the best of managers, but Mr. Bajpace felt confident that the total quality culture and systems of continuous improvement put into practice would enable Eurasia to navigate rough seas and continue to offer services superior to those of both its competitors and clients