Over the last 18 months PSA has being working on a “Service Excellence Project” with the Kruger National Park (KNP). The project was funded by the Swiss Government through the International Labour Organisation as well as the KNP itself. A representative Steering Committee was established to oversee the project while at an operational level PSA worked closely with the Park Activities Manager.
The focus of the project has been improvement in service delivery by the Guided Activities function at KNP. This function provides a range of guided activities some of which are managed at a camp level and others at a central level.
Examples of the activities offered include the following:
•\tMorning and afternoon walks
•\tSunset, morning and night drives
•\tMountain bike trails
•\tBush braai’s and breakfasts
The starting point for the project was the development of a strategy and business plan for Guided Activities. An important part of the strategy was the development of a set of key performance measures against which the quality and effectiveness of the guided activities could be measured and subsequently managed.
The strategy was communicated to the Hospitality Services Managers and Head Guides of the various camps in a series of workshops.
In addition, a Guided Activities Quality Management System (QMS) was developed.
Pilot camps were identified with the aim of supporting them with the implementation of the QMS as well as a Visual Performance Measurement System (VPM). The VPM system is used to keep track of, and communicate around their performance in terms of the key measures.
Key Performance Areas for various positions within the guided activities function were reviewed and amended in line with the strategy and detailed job profiles were developed. Emerging from this initiative, a training matrix was developed for the guides and front-line staff.
One of the needs highlighted during this process was training in customer service. PSA has run customized training, aligned to SAQA unit standards, in Service Excellence for the guides as well as front line staff.