COWES HARBOUR COMMISSION STRATEGIC PLAN 2016-2021 June 2016 | Page 12

MARINE SERVICES, MARKETING
& BUSINESS DEVELOPMENT
CORE POLICY
Provide and invest in marine services and facilities that are market-led and customer focused, adding
value to the “Cowes offer” and maintaining a commercial return for CHC and our stakeholders.

GUIDING POLICIES
n Customer service: Deliver excellence in customer service satisfaction.
n Value for money: Review service offering and price to ensure competitive alignment with the market

and deliver a commercially acceptable return.
n Safety first: Maintain the highest standards in health and safety.
n Sound management: Set individual business plans and KPIs.
n Invest in staff: Deliver performance and strategic objectives by investment in staff.
n Business review: Review regularly marine services and facilities and evaluate new opportunities

based on the added value to the “Cowes offer” and requirement for a commercially acceptable return

on investment for stakeholders.
n Marketing: Promote CHC’s marine services to harbour users in a manner designed to provide value

for money to our customers and to promote the overall improvement in the marine services available in

Cowes Harbour.
n Competition: Be transparent in managing competition between CHC’s marine businesses and

stakeholder businesses, in accordance with MTP guidance.

OBJECTIVES

Target Date

MARKETING
n Promote services: Promote CHC’s marine services, facilities, branding and

sponsorship opportunities to assist in achieving annual business revenue targets.

2016-2021

n Improve services: Implement customer feedback and response policies across

CHC’s marine service businesses to ensure continual improvement in services provided.

2016-2017

n Cruise ships: Work with Destination Cowes, Visit Isle of Wight and other key

stakeholders to promote and attract increased cruise vessel visits to Cowes.

2016-2021

COWES HARBOUR FUELS
n Conduct review of fuel berth operations: Review operation and potential options

and sites to improve efficiency and eliminate requirement for supply barge.

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COWESHARBOURCOMMISSION.CO.UK

2017