CHAPTER 7

FEEDBACK TO MANAGEMENT ON SAFETY AND SECURITY

PROCEDURES

Learning Outcomes

a. Identify safety and security issues that require attention.

b. Raise issues with management.
c. Recommend solutions as appropriate to identified issues.
Words to Remember

Duty of care is a legally imposed obligation on the business and staff to take reasonable
care to avoid causing foreseeable harm to customers/people.
An injunction is a court direction resulting from successful legal action requiring a party
to do or refrain from doing certain things. SOP stands for standard operating procedures.
DISCUSSION

A. Identify Issues Requiring Attention

Identifying safety and security issues requiring attention is the first step in effectively
addressing them. This is an essential step for employees to:
a. Meet internal organizational protocols for continuous improvement;
b. Comply with legislated requirements requiring maintenance of safety and security
for customers, employees, and members of the public;
c. Prevent imminent accident, injury, and loss;
d. Demonstrate engagement to management with their inspection/safety and security
protocols;
e. Address identified problems;
f. Maintain and grow customer satisfaction with the trips/ tours and procedures;
g. Enhance business viability;
h. Support organizational image and reputation; and
i. Protect against possible legal action for negligence and failure to discharge.

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the written permission of the Bulacan State University through its Innovation and
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Duty of Care
I. Areas/topics which need to be addressed
The list below indicates generic areas where attention may need to be paid when
investigating safety and security issues:
• Examples of when safety and security were compromised--but no offense, incident, or
loss resulted.
• Instances where there were near-miss incidents.
• Occasions where there have been safety and security inadequacies.
• Historical situations involving intervention by emergency services or similar authorities.
• Changes that impact the operation of the business and its tours, trips, and travel
concerning:
- Legislation of various countries visited;
- Operating protocols of attractions and destinations;
- Introduction of new destinations, activities, inclusions; and
- New target markets with special needs and reduced/altered levels of capacity
and competency.
• Events that have given rise previously to:
- Accident;
- Illness;
- Death;
- Damage; and
- Loss.
• Feedback and complaints received from customers related to:
- Security concerns; and
- Safety issues.
• Instances where harmful media exposure occurred.
II. Ways to identify issues

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the written permission of the Bulacan State University through its Innovation and
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A combination of the following should be used to identify safety and security issues
requiring attention:
• Soliciting feedback from tour group members/ customers--in written and verbal
form, including end-of-tour comments and online feedback;
• Analyzing any instances where an insurance claim had to be lodged--by a
customer or by the organization;
• Examining circumstances where legal action of any kind (civil or criminal) has been
launched against the business and its employees;
• Reviewing documentation completed by tour staff- during and on completion of
tours/trips;
• Inspections of workplace assets, equipment, and facilities regularly using formal
checklists and a team/group of workplace operatives/staff;
• Checking implementation of required organizational practices- to ensure they are
being complied with as required/expected;
• Reading reports from other industry sources and relevant authorities- and
comparing the findings of these reports with the host organization to determine
potential similar issues; and
• Using an external consultant with relevant expertise in safety and security-_to
analyze operations and highlight problem areas and protocols/situations requiring
attention.
B. Raise Issues with Management
Safety and security procedures identified as requiring attention will usually need to be
raised with management to make appropriate decisions and take effective action.
When raising issues relating to safety and security procedures, the options are:
✓ Verbal discussion of things with a management-and clear and comprehensive
explanation of the critical matter.
✓ Tendering of nominated internal paperwork-such as written reports, forms,
checklists, copies of formal feedback, and other pertinent written reports.
✓ Establishing a formal presentation to a designated management group--where
there is a structured presentation of the issue which can feature:
✓ The rationale for the presentation - explaining why the business should/must
address the identified issue/s
✓ Submission of supporting proof - in terms of personal observation,
feedback/comments from others, or written documentation;
✓ Use of appropriate guest speakers – including past tour group members, subject
experts, representatives from joint venture partners, and government agencies to
identify problems and support claims made about issues;

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This is a government work. No part of this publication may be reproduced for profit without
the written permission of the Bulacan State University through its Innovation and
Technology Support Office (ITSO). You may reach the ITSO at the following address:
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 ✓ Verbal discussion, sharing of documentation, use of slide presentation, and a Q
and A session.

C. Recommend Solutions to Identified Issues

Management or employers will always expect employees to show initiative and provide
recommendations to solve identified problems with safety and security procedures.
Recommending solutions to identified safety and security issues should embrace several
of the following key points:
• Ensuring the solution addresses the cause of the problem- and not the symptom/s.
• Providing solutions and alternatives to situations that gave rise to identified issues- such
as;
- Changing carriers, routes, and destinations;
- Modifying activities;
- Removing certain inclusions;
- Altering timelines, dates, and itineraries;
- Amending existing safety and security SOPs; and
- Introducing new safety and security SOPs,
• Undertaking another/more detailed risk management exercise related to the identified
problem.
• Revising standard plans--in terms of:
- General business plans- such as strategic plans, marketing plans, and operational
plans;
- Emergency Management Plans; and
- Contingency Plans;
• Developing additional and amended checklists to use:
- As part of pre-departure checks;
- On-tour checks; and
- Security and safety inspections.
• Providing outcomes of detailed research into suggestions for addressing the issue this
must encompass (as appropriate):
- Available options which exist- together with relative merits of each;
- Examples of action taken by others to address the same issue;

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This is a government work. No part of this publication may be reproduced for profit without
the written permission of the Bulacan State University through its Innovation and
Technology Support Office (ITSO). You may reach the ITSO at the following address:
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 - Overview of analysis of all options with rationale for deciding on the preferred
solution;
- Costing of options/preferred proposal;
- Identification of where funds might come from to enable implementation of
recommended solution;
- How and when costs can be recouped;
- Cost of not addressing the issue/s; and
- Plan for implementing the chosen option.

Supplementary Reading

Balcerzak, T. A. 2017. "A just culture?" Conflicts of interest in the investigation of aviation
accidents. Scientific Journal of Silesian University of Technology, 94, p. 5-17.

PUBLICATION NOTICE (2022).

This is a government work. No part of this publication may be reproduced for profit without
the written permission of the Bulacan State University through its Innovation and
Technology Support Office (ITSO). You may reach the ITSO at the following address:
itso.rmo.rde@bulsu.edu.ph.