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ETIV EMAS Technical Implementation and Verification . Case Study: “Implementation of EMAS in the tourism sector. The case of Hotel Tigaiga”. October. 2004. Prepared by: Instituto Tecnológico de Canarias, S.A.

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slide1

ETIV

EMAS Technical Implementation and Verification

slide2

Case Study: “Implementation of EMAS in the tourism sector. The case of Hotel Tigaiga”

October

2004

Prepared by: Instituto Tecnológico de Canarias, S.A.

slide3

This project has been funded with support from the European Commission. This publicationreflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

slide4

CONTENTS OF THE CASE STUDY

  • Part I
  • Brief summary of case study
  • Description of selected Hotel
  • Part II
  • Case study analisys:
    • The Environmental Management System; The Policy; Environmental Analisys; Environmental Aspects; Legislation; Objectives and Targets; Training and Communication
    • Documentation of the System; Operational Control; Audits; Management Review and Environmental Statement
  • Part III
  • Evaluation and Conclusions
  • Annexes and Slides
slide8

Management Review

Environmental Policy

Planning

Environmental

Aspects

Checking and Corrective Action

Audits

Legal Requirements

Records

Objectives and Targets

Non conformity

Corrective and Preventive Actions

Environmental Management Programme

Monitoring and Measurement

Implementation and Operating

Doc. control

Communication

Structure and Responsibility

OperationalControl

Emergency Preparedness

Documentation

Training

EMAS IMPLEMENTATION. STAGES

slide9

QUALITY AND ENVIRONMENTAL POLICY (I)

  • One of the TigaigaHotel´s priority objectives is to combine high-quality tourist services with strict environmental protection and efforts to help establish a working modelo of sustainable development. To yhis end, it has adopted the following principles in accordance with its Quality and Environmental Policy:
    • Integration of quality and environmental management into the general running of the Tigaiga Hotel.
    • Compliance with all applicable local, provincial, national and EU regulations currently in effect.
    • Prevention (as far as possible) of pollution, promoting energy saving and waste reduction methods.
slide10

QUALITY AND ENVIRONMENTAL POLICY (II)

  • Fostering of active communications in order to:
    • Respond to our guests demands.
    • Promote the continuous training and motivation of all our staff, to enable them to become more aware and carry out their activities in a more responsible manner.
    • Inform suppliers and subcontractors of the Hotel´s environmental and quality criteria, prioritising the use of environmentally-friendly products and services.
  • Periodical setting of objectives and goals designed to promote and ensure continous improvement in the areas of quality and the environment.
slide11

CONTENT OF THE ENVIRONMENTAL ANALYSIS

  • A) Environmental Aspects
    • A.1 General Description of the installations, activities, products and services of the Hotel
    • A.2 Environmental Aspects of the Hotel: under controlled conditions of operation (consumption, emissions, waste); derived from incidents and accidents (leaks, spilages, waste water disposal,..); derived from historical activities.
  • B) Environmental Management Analysis
    • B.1 General organization of the Hotel stablishment
    • B.2 Current management practices related with the environment and the requirements of the EMAS
  • C) Analisys of the degree of fulfiment of the current legislation
    • Operating permit, atmospheric emmisions, water suply, noises,waste,..
slide12

DIRECT ASPECTS

INDIRECT ASPECTS

  • Guests in rooms (towels and bed linen washed)
  • Guests ingeneral areas (segregation of wastes)
  • Souvenir shop / boutique and hairdressers
  • Suppliers and contractors
  • Water Consumption
  • Energy Resources Consumption
  • Cleaning Products Consumption
  • Office Products Consumption
  • Maintenance Prod. Consumption
  • Atmospheric Emissions
  • Liquids Effluents
  • Urban and assimiable Wastes
  • Hazardous Wastes
  • Emmision of Noise and vibration
  • Emission of smell

ENVIRONMENTAL ASPECTS

slide14

ENVIRONMENTAL LEGISLATION

OTHER REQUIREMENTS

  • Water
  • Spills
  • Emissions
  • Installations / Energy
  • Waste
  • Dangerous substances
  • Other legal requirements: authorisations, permits, licences
  • specified
  • Of the guest
    • not specified
    • but necessary
  • Of the Tour Operator

European, National, Regional, Local

LEGISLATION AND OTHER REQUIREMENTS

slide15

ENVIRONMENTAL PROGRAM – Year _______

Nº of review: Date of review:

slide16

ENVIRONMENTAL OBJECTIVES

ENVIRONMENTAL GOALS

  • To install automatic and nightly watered system
  • To install a gardens water meter

1. To reduce water consumption by 5% by December 2002 (m3/pax) in comparison with 2001

  • To conduct improvements proposals from the energy efficiency audit
  • Raise awareness lessons in kitchen
  • Photovoltaic Project

2. To reduce electricity consumption by 5% (kw/h per pax)

slide17

Admon.

Recep-

tion

House-

keeping

Restaurants

Kitchen

Technic.

Service

Guests relation

* Enternainm.

Gardens

Head of personnel

Reception

Rooms/ cleaning

Maitre

Head

Chef

Pool Atendant

Waiters

Cooks

Assistants

Assistants

FLOW CHART OF THE HOTEL TIGAIGA

Chief Executive

Mr. Enrique Talg

Ms. Úrsula Talg Reineke

Ms. Irene Talg Reineke

Mr. Enrique Talg Reineke

Management Committee

Quality & Environment

Security

Enrique Talg Jr.

Irene Talg

Úrsula Talg

slide19

R

R

-

-

07

07

-

-

01

01

-

-

07

07

PERSONNEL CARD

Edition

Edition

: 2

: 2

EVALUATION AND TRAINING

: 1 of 1

Page

Page

Date: 08

Date: 08

-

-

10

10

-

-

02

02

slide20

COMMUNICATION. TYPES

  • 1.- EXTERNAL COMMUNICATION:
    • With guests - Explanatory visits to the Hotel (environmental actions)
  • - Visits to gardens (Botanical Guidebook of the Hotel)
  • - Trekking programme
    • With Tour Oper. - Questionnaires on environmental behaviour of the Hotel
    • With Community - Participation in meetings, collaborations,..
  • 2.- INTERNAL COMMUNICATION:
    • Environmental and Quality Newssheet / Suggestions Box
    • Meetings with workers (proposals of improvements)
slide21

DOCUMENTATION OF THE SYSTEM

Quality and Environmental Manual

Procedures

Work Instructions

Records

slide22

CODIFICATION OF DOCUMENTS

- FOR PROCEDURES:

P – YY - ZZ

Procedure

Order Nº

of Procedure

Nº of

Procedure

- FOR RECORDS:

R – YY – ZZ - B

Order Nº

of Record

Record

Nº Proced./

Nº Order P.

- FOR EXTERNAL DOCUMENTS:

DE

slide23

DRAWING UP, CONTROL AND DISTRIBUTION DOCUMENTS

APPROVED BY

TYPE OF DOCUMENT

DRAWN UP BY

DISTRIBUTED BY

FILED BY

MONITORED

Manual of Quality and Environment

Head of Quality and the Environment

Management Committee

Head of Quality and the & Environment

Head of Quality and the Environment

Head of Quality and the Environment

Quality Procedures

Head of Quality and the Environment + Staff

Member of the Management Committee

(originals)

Environmental Procedures

(originals)

Records

+

Head of Department

slide24

Denomination

Documents

Management QEMAS

Reception

Date

Rooms

Edition

Restaurants

Entertainment

Maintenance

Store

Personnel

M

5

03-03-03

X

X

X

X

X

X

X

X

Quality and Env. Manual

P-01-01

Interaction of processes

1

12-10-02

X

P-02-01

Identification, evaluation and record of env. aspects

4

12-09-02

P-07-01

Training Procedure

4

16-11-02

X

X

X

X

C

X

X

X

slide26

QUALITY AND ENVIRONMENTAL MANUAL

0. INTRODUCTION

1. QUALITY AND ENVIROMENTAL POLICY

2. ENVIRONMENTAL ASPECTS

3. LEGISLATION AND OTHER REQUIREMENTS

4. OBJECTIVES AND TARGETS

5. QUALITY AND ENVIRONMENTAL PROGRAMME

6. STRUCTURE AND RESPONSIBILITY

7. TRANINING, AWARENESS AND COMPETENCE

8. COMMUNICATION

9. DOCUMENTATION SYSTEM

10. DOCUMENT CONTROL

11. OPERATIONAL CONTROL

12. EMERGENCY PREPAREDNES

13. MONITORING AND MEASUREMENT

14. NON-CONFORMITY, CORRECTIVE AND PREVENTIVE ACTION

15. RECORDS

16. AUDITS

17. MANAGEMENTE REVIEW

slide27

PROCESSES OF THE SYSTEM

MANAGEMENT

RESOURCES MANAGEMENT

GUESTS REQUIREMENTS

SERVICES MANAGEMENT

Internal Audits

Human Resources

Booking

Internal Communication

Check in

Rooms and cleaning

Non-Conformity

Infrastructures

Customer Service

Restaurants

Corrective/ Preventive Ac.

Working Environment

Development Services

Technical Service

Check out

Entertainment

Management Review

After-Stay Service

Company Store

slide28

THE PROCEDURES

What?, Who?,

How?, When?, Where?

slide29

QUALITY & ENVIRONMENT

PROCEDURES

ENVIRONMENTAL

PROCEDURES

P-01-01 INTERACTION PROCESSES

P-07-01 TRAINING

P-08-01 COMMUNICATION

P-10-01 ELABORATION, CONTROL,

DISTRIBUTION OF DOCUMENTS

P-11-03 PURCHASES

P-14-01 NON-CONFORMITIES,

CORRECTIVE & PREVENTIVE ACT.

P-16-01 AUDITS OF THE SYSTEM

P-13-03 MONITORING OF

MEASURING EQUIPMENT

P-02-01 IDENTIFICATION, EVALU., &

RECORD OF ENVIRON. ASPECTS

P-03-01 IDENTIFICAT. & RECORD

OF LEGAL & OTHER REQUIREMENTS

P-11-01 ENVIRONMENT

P-12-01 EMERGENCIES

P-13-01 MONITORING & MEASUREM.

P-13-02 MONITORING &

MEASUREMENT OF WATER

QUALITY AND ENVIRONMENTAL PROCEDURES

slide31

PROCEDURES. TABLE OF CONTENTS

  • Object
  • Scope of application
  • References
  • Definitions
  • Development
  • Responsibilities
  • Appendix
slide32

TECHNICAL INSTRUCTION FOR THE ENVIRONMENTAL CONTROL IN ROOMS

IA-11-04

Page: 1 of 3

Revision: 0

Date:

Rev.

Date

Cause of the modification

Checked by:

Head of the Environment

Approved by:

The Manager

slide33

Document that states the results achieved or which supplies evidence of activities carried out.

The record can be written or may be kept in any data storage format.

RECORDS

slide34

STANDARD RECORD

Title

Date

Activity

Signature

slide37

Chlorination of drinking water

Water consumption

Chlorination of water in tank

FRECUENCY

Daily

Weekly

In a situation of anomaly

PARAMETER

pH water

Consumption (M3)

pH water

METHOD

Chlorine meter kitchen

Meter reading

Chlorine meter

CRITERIA

Between 0,2 mg/l and 1,5 mg/l

- 500m3

Between 0,2 mg/l and 1,5 mg/l

HEAD OF MONITORING

Section head kitchen

Head of Tech. Service

Head of Tech. Service

RECORD

R-11-01 water pH

R-11-01 water

Incident book

CONTROL OF WATER

ASPECT

slide40

R

R

-

-

14

14

-

-

02

02

-

-

02

02

REPORT ON NON CONFORMITIES

REPORT ON NON CONFORMITIES

Edition

Edition

: 2

: 2

CORRECTIVE ACTION

CORRECTIVE ACTION

Page

Page

: 1

: 1

of

of

2

2

PREVENTIVE ACTION

PREVENTIVE ACTION

Date: May 01

Date: May 01

N

N

º

º

1. ORIGIN

1. ORIGIN

ISSUER

Department:

Description

Date:

Signature

Person in charge:

Departments involved

APPROVED

Head of Quality and the Environment

Motives or causes

Date:

Signature

APPROVAL

Date:

2. ANALYSIS OF THE CAUSES AND ACTIONS

Signature

Person in charge:

Description of the

CORRECTIVE ACTION – PREVENTIVE ACTION

APPROVED

Quality and the Environment

(Designated person responsible for execution

Date:

Immediate measures adopted

Signature

Person in charge

slide42

R

R

-

-

16

16

-

-

01

01

-

-

07

07

Edition

Edition

: 2

: 2

ANNUAL AUDIT PROGRAMME

Page

Page

: 1

: 1

of

of

1

1

Date: May 2001

Date: May 2001

Person

Person

Criteria

Criteria

Planned date

Planned date

Planned

Planned

SGMA

Element

Objectives

in

in

charge

charge

of

of

audit

audit

for carrying out

for carrying out

auditing

auditing

team

team

1.

1.

-

-

Environmental policy

2.

2.

-

-

Environmental aspects

3.

3.

Legal and other requirements

-

-

4.

4.

-

-

Objectives and goals

5.-.

Programme of environmental

-

-

.

.

6.

6.

Structure and responsibilities

-

-

7.

7.

-

-

Training sensitisation & competence

8.

8.

-

-

………………………

………………………

..

..

9.

9.

-

-

…………………………

…………………………

Prepared by

:

:

Head of Quality and the Environment

Approved by

:

:

Management Committee

Date:

Date:

slide43

R

R

-

-

16

16

-

-

01

01

-

-

02

02

Edition

Edition

: 2

: 2

RECORD OF AUDIT

Page

Page

: 1 of 1

Date: May 2001

Date: May 2001

RESULTS OF THE AUDIT

Description

Description

,

,

observation

observation

and

and

/

/

or

or

N

N

º

º

Reference

Reference

document

document

N

N

º

º

INC

INC

(*)

(*)

N

N

º

º

IACP

IACP

(**)

(**)

non

non

-

-

conformity

conformity

(*) N

(*) N

º

º

of

of

Report

Report

of

of

Non

Non

-

-

conformity

conformity

(**) N

(**) N

º

º

of

of

Report

Report

of

of

Corrective

Corrective

/

/

Preventive

Preventive

Action

Action

GLOBAL VALORATION OF THE AUDITED AREA

GLOBAL VALORATION OF THE AUDITED AREA

Chief

Chief

Auditor:

Auditor:

Person

Person

in

in

charge

charge

of

of

the

the

Audited

Audited

Area

Area

:

:

Date:

Date:

Date:

Date:

Signature

Signature

:

:

Signature

Signature

:

:

slide45

Complaints: Non-conformities

Results of audits

Organizational changes

Review of the System

Legislative changes

Changes in the Environment

Commitment to Ongoing Improvement

REVIEW BY MANAGEMENT

slide47

ENVIRONMENTAL STATEMENT. CONTENTS

  • Introduction to the Tigaiga Hotel
  • Environmental Management System
  • Quality and Environmental Policy
  • How environmental-friendly are our activities
  • Environmental Objectives
  • Deadline set for the next Environmental Statement
  • Annex
slide48

LESSONS LEARNED

1.- SIMPLIFICATION OF THE DOCUMENTATION OF THE SYSTEM

2.- SIMPLIFICATION OF THE METHODS OF EVALUATION OF ENVIRONMENTAL ASPECTS

3.- THE EMAS STAMP DOES NOT BRING A LARGER MARKET SHARE

The stamp as a Tool, not a Brand

4.- THE IMPLEMENTATION OF EMAS INVOLVES GREATER ECONOMIC EFFICIENCY

5.- THE IMPLANTATION OF ANY SYSTEM MUST BE PROGRESSIVE SO AS TO GUARANTEE REAL IMPLANTATION

slide49

KEY ELEMENTS / SUCCESS FACTORS (I)

  • 1.- INVOLVEMENT OF THE MANAGEMENT
    • Sensitisation regarding care and respect for the environment
    • Head of Quality and the Environment = Member of Senior Management
    • Motivate the participation of the staff and improve channels of communication

2.- PARTICIPATION OF THE STAFF

    • Employees detect weaknesses and propose improvements
    • They gain knowledge of the progress of the System

3.- COMMUNICATION

    • Employees get to know Objectives and Results
    • Existence of multiple channels of communication
slide50

KEY ELEMENTS / SUCCESS FACTORS (II)

  • 4.- TRAINING
    • Present from the beginning of the implantation of the system
    • Senior Management and all staff participate, although the level varies in accordance with the position
    • Ongoing training which is highly practical
    • Encourages the degree of awareness and motivates active participation of the staff in the improvement of environmental behaviour
slide51

CONCLUSIONS

  • BENEFITS OF EMAS
    • 1.- ENVIRONMENTAL
      • Greater sustainability of natural resources
      • Greater conservation of the natural environment
      • Improvement of environmental behaviour
    • 2.- ECONOMIC
      • Reduction in the consumption of natural resources
      • Minimisation of wastes and emissions
    • 3.- ORGANIZATIONAL
      • Greater efficiency of the Company
      • Better internal communication/involvement/motivation
      • Better image to customers, social recognition, …