Conferencia Normas de Calidad Turística

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Proceso de calidad turística en España
Alberto Martínez Villa

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Conferencia Normas de Calidad Turística

  1. 1. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE ASTURIAS
  2. 2. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Standarisation and evolution in the field of spanish hotels Standardization and Evolution in the field of Spanish Hotels Alberto MARTÍNEZ Presidente ICTE Asturias y Presidente Unión Hotelera del Principado de Asturias
  3. 3. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Index: </li></ul><ul><li>Evolution towards UNE </li></ul><ul><li>Spanish system of Tourist Quality </li></ul><ul><li>Process of obtaining of the “Q” </li></ul><ul><li>Change and evolution </li></ul>
  4. 4. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Premises Antecedents: Beginning 1990 Diminution of competitive advantages of tourist companies Define new strategies: Differentiation of the product 1994: Sector Diagnosis in Puerto de la Cruz 1. Evolution towards UNE 1. Evolution towards UNE
  5. 5. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Pilot phase </li></ul><ul><li>In 1994 It was Developed In Puerto de la Cruz a Diagnosis of hotel sector </li></ul>1. Evolution towards UNE Results: Needs Identification and service characteristics to adapt to the demand. 28 establishments participate
  6. 6. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase I </li></ul><ul><li>The information and results obtained from the diagnosis of quality make see the necessity to apply it and the importance of extending its use </li></ul><ul><li>Creation of ICHE, Institute for the Spanish Hotel Quality, like management body of the project. </li></ul>1. Evolution towards UNE Results: In 1997 the diagnosis of quality was extended to the Sector lodgings to 10 zones – 7 resorts and 3 from the city
  7. 7. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase I </li></ul><ul><li>Model of reference with a Standard of Quality for Hotels and tourist apartments with two variants: resort and city hotels </li></ul><ul><li>Representatives involved in the Normalization: Secretary of State, Commerce and Tourism, hotel proprietors and the ICHE </li></ul>1. Evolution towards UNE Results: 403 establishments working on the Implementation of the standards for Hotels and tourists apartments
  8. 8. The di ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase I </li></ul><ul><li>Standardization extends to other interested tourist sub-sectors : restaurants, travel agencies, houses of village,… </li></ul><ul><li>Creation of a sole Institute that includes all the sub-sectors, with a common brand and a centralized system in the ICTE (Institute for the Spanish Tourist Quality) </li></ul>1. Evolution towards UNE Creation of Institutes for each sub-sector to manage their standard of reference: ICRE, INCAVE...
  9. 9. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase II </li></ul><ul><li>Consolidation of the system design and the created Standard, that unifies formats for resorts and city hotels in the Standard for Hotels and Tourist Apartments with specific requirements for them: year 2000 </li></ul>1. Evolution towards UNE Results: Extension of the implementation to 29 destinies 1,100 involved. Difficulties in the application of the Standard for the small hotels A by-product from application to small Hotels is elaborated: Standard of Lodgings of Small Dimensions (oct 2004)
  10. 10. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase II </li></ul><ul><li>Consolidation of the system design within SCTE (Plan FUTURES and PICTE 2000-2006). Quality like principle strategy of Spanish tourism to achieve improvement in companies and in destinies. </li></ul><ul><ul><li>Lost of competitiveness in the Spanish tourist industry opposed to competitive destinies mainly in the Mediterranean arc due to the less degraded environment and lower wages </li></ul></ul><ul><li>Spain try to position not as a luxury destiny but like a massive tourism where a good value for money exists . Improving our visitants expectations </li></ul><ul><li>AGENTS: Sector, ICTE, SGT and AENOR </li></ul>1. Evolución hacia UNE
  11. 11. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Phase II </li></ul><ul><li>within the SCTE directives was gathered to create a sectorial Standard which origin was in some hotels from Puerto de La Cruz in 1995: </li></ul><ul><ul><li>Enterprises/sectors </li></ul></ul><ul><ul><li>Destinies: SCTED management tools for tourists agents. </li></ul></ul><ul><ul><ul><li>Tourists Enterprises: hotels, agencies, restaurants,… </li></ul></ul></ul><ul><ul><ul><li>Other kind of enterprises like shops, local transports (taxis) </li></ul></ul></ul><ul><ul><ul><li>Council services </li></ul></ul></ul><ul><li>Double process </li></ul><ul><ul><li>Extensive. Development of Standard, beginning by the classic sectors to the new ones as Spa, golf courses, beach,… </li></ul></ul><ul><ul><li>Convergence: </li></ul></ul><ul><ul><ul><li>Institutional development by means the creation of ICTE (fusion of other sectorial institutes) like organization: </li></ul></ul></ul><ul><ul><ul><li>Standardize </li></ul></ul></ul><ul><ul><ul><ul><li>Certify </li></ul></ul></ul></ul><ul><ul><ul><li>Methodological development: multi-sectorial standards writings, quality norms harmonization , … </li></ul></ul></ul>1. Evolución hacia UNE
  12. 12. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Phase II 1. Evolution towards UNE Characteristics of the Standard of APD: From application to tourist hotels and apartments up to 30 rooms. Flexible requirements of the standard of Hotels and Tourist Apartments Reduction of the time of audit and therefore of the cost
  13. 13. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Phase III Creation of Standards: Creación de Normas U (na) N (orma) E (spañola) of Tourist Quality : Process: UNE 182001: Hotels and Tourist Apartments (first UNE Tourist Quality) 1. Evolution towards UNE
  14. 14. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Phase III Creation of Technical Committees Of Standardisation CTN Creation of Standards UNE Standards UNE 1. Evolution towards UNE Exhibition Discussion Approval Consensus
  15. 15. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 1. Evolution towards UNE CEN ISO AENOR CTN 167 Restoration CTN 182 Lodgings CTN 183 A. Rural CTN 184 Camping CTN 185 Timeshare CTN 186 Spa CTN 187 Tourist environment CTN 188 Leisure and active tourism CTN 189 Mediation GET 6 Diving GET 8 Abroad Travelling for study foreign languages TC 329 WG 1 Lodging Terminology WG 2 Terminology travel agencies and operators WG 3 Diving WG 4 Travels WG 5 Guides TC 228 WG 1 Diving WG 2 Spas
  16. 16. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Present Situation of the Standards: UNE 182001: 2005 Hotels and Tourist Apartments UNE 167000: 2006 Services of restoration UNE 188002: Stations of ski and mountain UNE 189001: Tourist service of mediation UNE 183001: Rural lodgings Standard of Quality for APD Standard of Quality for Camping Standard of Quality for Spa Standard of Quality for Convention Bureaux Standard of Quality for protected natural places Standard of Quality for coaches for tourism 1. Evolution towards UNE
  17. 17. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Present Situation of the Standards(cont.) Standard of Quality for Tourist information offices Standard of Quality for Tourist information offices for municipality character Standard of Quality for Conventions Centre Standard of Quality for beaches Standard of Quality for Time Shares Draft of Drawings of Golf Courses 1. Evolution towards UNE
  18. 18. COMMITTEE AENOR <ul><li>Standard of Hotels and Tourist Apartments </li></ul><ul><li>Standard of Restoration Services </li></ul><ul><li>Standard of Stations of ski and mountain </li></ul><ul><li>Norma Tourist mediation service </li></ul><ul><li>Norma Rural lodgings </li></ul><ul><li>Standard of Quality for small lodgings </li></ul><ul><li>Standard of Quality for Camping </li></ul><ul><li>Standard of Quality for Spa </li></ul><ul><li>Standard of Quality for Convention Bureaux </li></ul><ul><li>Standard of Quality for protected natural places </li></ul><ul><li>Standard of Quality for coaches for tourism </li></ul><ul><li>Standard of Quality for Tourist information offices </li></ul><ul><li>Standard of Quality for Tourist information offices of municipality character </li></ul><ul><li>Standard of Quality for Conventions Centre </li></ul><ul><li>Standard of Quality for beaches </li></ul><ul><li>Standard of Quality for Time Shares </li></ul><ul><li>Draft of Drawings of Golf Pitches </li></ul><ul><li>UNE 182001: 2005 Hotels and Tourist Apartments </li></ul><ul><li>UNE 167000: 2006 Restoration </li></ul><ul><li>UNE 188002: Stations of Ski and Mountain </li></ul><ul><li>UNE 189001: Tourist services of Mediation </li></ul><ul><li>UNE 183001: Rural Lodgings </li></ul>SECTORIAL STANDARDS ICHE SECTORIAL STANDARDS UNE ICTE Asturias
  19. 19. ICTE Asturias Reference1995 Puerto de La Cruz Standard ICHE 1998 Resorts City Hotels Standard ICTE 2000 Hotels and Tourist Lodgings UNE 182001:2005 Hotels and Turist Lodgings UNE 182001:2008 Hotels and Tourist Lodgings ISO. Hotels Phase I Phase II PhaseIII Phase IV Future
  20. 21. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE 2.2 Principle Governing 2.3 Characteristics 2.4 Mission and Function of ICTE 2. Sistema de Calidad Turístico Español (SCTE) 2 . Sistema de Calidad Turístico Español
  21. 22. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE For the Tourist Sector 2 . Sistema de Calidad Turístico Español <ul><li>Implement culture of quality and </li></ul><ul><li>continuous improvement culture in the sector </li></ul><ul><li> Profesionalización of the sector </li></ul><ul><li>Implementation and Developing of an auto-regulated system </li></ul><ul><li>Improve and present the image of the tourist product </li></ul><ul><li>Motivate the improvement of the Tourist service </li></ul><ul><li>through the implementation of a recognized system. </li></ul>
  22. 23. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE (cont.) For the Registered Companies 2 . Sistema de Calidad Turístico Español <ul><li>G uarantee the quality of products, services and facilities </li></ul><ul><li>offered. </li></ul><ul><li>I ncrease clients and level of loyalty. </li></ul><ul><li>S taff motivation </li></ul><ul><li>R esources optimisation. </li></ul><ul><li>P revent the Risks. </li></ul><ul><li>D iminish costs. </li></ul><ul><li>D ifferentiating criterion to face up the competition </li></ul><ul><li>C ompetitive advantage </li></ul><ul><li>C ontinuous improvement </li></ul><ul><li>I mprovement of productivity </li></ul><ul><li>I mage </li></ul>
  23. 24. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE (cont.) For the Clients 2 . Sistema de Calidad Turístico Español <ul><li>Adjustment of services to its expectations and necessities. </li></ul><ul><li>Eliminate the uncertainty of the state of facilities </li></ul><ul><li>Diminish the uncertainty before the election of the Hotel </li></ul><ul><li>Confidence in the capacity of answer from the Staff </li></ul><ul><li>GUARANTEE OF SERVICE AND FACILITIES </li></ul>
  24. 25. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2 . Sistema de Calidad Turístico Español Wrong Management To which point can we lower quality to lower costs Worse service to lower cost Lost of clients Uncertain survival Right Management How can we increase quality to reduce costs Better service to lower cost Gain business Assured survival Implementation Q of quality
  25. 26. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.2 Governing Principle 2 . Sistema de Calidad Turístico Español Volunteer Auto-regulated Sectorial character Well known and Prestigious Brand Profitable Adaptable Flexible Compatible stars
  26. 27. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.3 Characteristics 2. Sistema de Calidad Turístico Español <ul><li>Tourist technology of vanguard </li></ul><ul><li>First system of securing of specific quality for hotels and tourist apartments </li></ul><ul><li>Consistent with ISO 9000/2000 </li></ul><ul><li>Take as reference the European Foundation Quality Model EFQM. </li></ul><ul><li>Complementary to the valid legal norm -autonomic and local- </li></ul><ul><li>Recognised by the tour operators </li></ul>
  27. 28. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2.3 Characteristics (cont.) 2. Sistema de Calidad Turístico Español Objective: do it well the ‘first time’, establishing: Systems: Systems that act before failure occurs. If failure has happened: Establish a system of co-governing Actions that prevents its repetition. The securing of the Quality leans more in the techniques of Prevention than in the verifications, and requires the implication of the Direction and all the departments of the Company.
  28. 29. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 2. 4. Mission and Duties of ICTE 2. Sistema de Calidad Turístico Español MISSION Guard for the adjustment of common objectives of different tourist sub-sectors, allowing a saving of efforts and reinforcing the coherence of the system, facilitating credibility and promotion of Tourism quality of the Spanish Brand.
  29. 30. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias FUNCTIONS of ICTE: Standardization : Participating in the elaboration of sub-sectorial Standards through Standard Technical Committees (CTN) Registration : Evaluation of Audit Reports through the Technical Committees of Registration (CTC) Formation : auditors, coordinators, staff responsible for hotels quality Implementation : by means of agreements of collaboration with entities of the ICTE Advertising: by means of agreements with the Secretary of Tourism, Taking part in fairs, exhibitions, newspaper adds, TV,… 2. Sistema de Calidad Turístico Español
  30. 31. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Process of obtaining “Q” 3. Proceso de obtención de la Q 3.1 Adhesion to ICTE 3.2 Implementation of UNE 182001 3.3 Evaluation Mechanisms 3.4 Registration Committee 3.5 Results
  31. 32. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.1 Adhesion to ICTE <ul><li>Request of adhesion to the system through </li></ul><ul><li>Transaction of its adhesion on the part of the collaborating organization of the ICTE in each Comunidad Autónoma , once carried out payment quota of adhesion </li></ul><ul><li>Name of user and password are notified to the organization applicant to access the extranet </li></ul>www.calidadturistica.es www.calidadturistica.org
  32. 33. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2 Implementation of UNE 182001 <ul><li>For obtaining the certification in a Hotel ( unless applying the Standard of Lodgings of Small Dimensions ), it will be necessary to fulfill all requirements in UNE 182.001 </li></ul>3.2.1 Structure of the Standard UNE 182001 3.2.2 Requirements 3.2.3 Criticidades
  33. 34. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.1 Structure of the Standard UNE 182001 Reception Supply Maintenance Cleaning Restoration Events Management General Requirement Quality Policy and objectives Quality Management responsibilities Quality System Human Resources Management Organization and coordination Commercialization of the additional services and services Management of adverse quality conditions General Security System Environmental Management General Requirement Cleaning and room hyg. /apts. and bathrooms Replacement of amenities Common Zones cleaning and hygiene Cleaning and desinfec. of. sanit serv. Linen and towel Laundry Customer Garment laundry General requirements Breakfast Restaurant menu Restaurant Buffet Restaurant á la carte Cafe and snack bar Musical Bar. Lounge bar Room service Picnic Kitchen and food elaboration General requirements Meeting Banquet Exhibitions Other eve Generals Requirements External supplying Storage Internal supplying Subcontracting General Requirements Reserves Porter’s lodge service Service of luggage and bellboys Welcome and arrangement Attention continued to the client Check-out and billing Telephone Security General requirements Room and apartment equipment Air conditioned and heating System Elevators and freight elevator Emergency System Common zones equipment Cleaning, laundry facilities Electric facilities Outer facilities Other facilities Entertainment General Requirements Schedule/leisure activities Equipment
  34. 35. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q Specific Structure Object : It defines objectives and intentions of the corresponding Standard. Scope : It specifies concrete services and scopes of the establishment Responsibilities : For each task or activity related to services , different responsibilities from execution and supervision are defined. Service Requirements: They determine all those conditions, requirements or similar that establishments in each one of the services that are regulated must fulfil
  35. 36. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q Specific Structure (cont ) Control mechanisms : activities of internal control that must develop the responsible of respective services are specified . Annexes : They include complementary aspects to previously indicated.
  36. 37. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.2 Requirements Requirements defined by the Standard, according to their nature, can be: Of management : essential mechanisms to assure the quality of services . They are common for any type of establishment and the Standard forces the businessman to define the system of management . E.g.. System of Complaints and Suggestions Of service : Processes and service characteristics of each one of the establishments . In this case requirements differentiated based on the type and category of the hotel are consider. e.g.: “timetable of service of restoration&quot;
  37. 38. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.2 Requisirment (cont.) Of measurement : It is possible to express objectively by means of measurable parameters . In these cases, standards of service quality indicate the parameter of measurement and the value considered minimum level of benefit. e.g.:”Reception 24 hours in hotels&quot; Of appreciation : there is not possible to express or value objectively, but by means appreciation, which makes the evaluation of its quality level. Standards indicate the criteria of appreciation and the scale of corresponding valuation, it can be different based on the type and category of the establishment . In some cases, values correspond to the customer perception. e.g..: &quot;Cleaning rooms ”
  38. 39. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.3 Criticidades Variables of immediate and forced fulfillment They affect the basic necessities of customers, are considered essential in a &quot;service of quality” . If these variables are not fulfilled in the defined minimum value in the moment of quality audit, this will imply the breach of conditions necessary to obtain the certification and concession of the Quality Brand.
  39. 40. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.3 Criticidades (Cont.) Variables of forced fulfilment (* *) The non-fulfillment of these variables in the defined minimum value in the moment of the quality audit, it will require that, in case of concession of the Quality Brand, these variables will have to reach the defined minimum value In a term no superior to the determined by the Committee of Certification after the concession of the Quality Brand .
  40. 41. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.2.2 Criticidades (Cont.) Variables of forced fulfilment in the mid-term or complementary (*) (Cont.) The establishment will have to demonstrate during the following audit that has taken measures to reach the minimum value Defined or at least indicate to the equipment auditor the anticipated term after their resolution, so that, at the moment of renovation of the Quality Brand, all these variables will have to reach the defined minimum value. Any precise exception will have to be authorized by the Committee of Certification of the ICTE.
  41. 42. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.3 Mechanisms of Evaluation Auto-evaluation (internal): it allows establishments Management appreciate the level of fulfillment with respect to the Standard of service quality Audit (external): it allows independent evaluation made by one or several auditors, in agreement with regulations that are developed for Quality Brand
  42. 43. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.3 Mechanism of Evaluation(cont .) Both mechanisms allow to verify the fulfillment of the Standards of service quality by means of a valuation scale which total points are distributed between the different services based on weighting criteria. The relative importance that grants the clients for their satisfaction , through different delivered services by the establishments , obliga a que en el Sistema de calidad hotelera se incluya un mecanismo de ponderación de las distintas modalidades de servicio prestado
  43. 44. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q Auto-evaluation : <ul><li>It is a questionnaire formed by questions </li></ul><ul><li>and affirmations which answer allows to obtain a valuation </li></ul><ul><li>of the establishment situation, as opposed to concepts and </li></ul><ul><li>requirements of service quality contained </li></ul><ul><li>in the Standards of quality, allowing : </li></ul><ul><li>Identify weaknesses and deficiencies in processes </li></ul><ul><li>and services of establishments . </li></ul><ul><li>Detect improvement opportunities </li></ul><ul><li>Establish objectives to reach </li></ul>
  44. 45. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.4 Committee of Certification External auditor emits an audit report that &quot;hangs&quot; in extranet: www.calidadturistica.org <ul><li>This report along with the co-governing actions that hotels has planned, is studied in the TECHNICAL COMMITTEE OF CERTIFICATION, that is formed by: </li></ul><ul><li>AENOR (Asociación Española de Normalización) </li></ul><ul><li>Representatives of all the tourist sub-sectors </li></ul><ul><li>ICTE </li></ul><ul><li>Its decision is hung in extranet for knowledge of the businessman </li></ul>
  45. 46. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q “ Q” Obtaining Process Organizations Adhesion Training in Standard and quality tools Implementation of requirements gathered in UNE Audit Request Auditor team Selection Certification Audit Audit Report Committee of Certification : QUALITY BRAND Monitoring of Quality level maintenance Documentation of the establishment quality system Auto-evaluation
  46. 47. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 3.5 Results Increase of the commercial value income costs Prices <ul><li>Better position for negotiation </li></ul><ul><li>The clients, with certain limits, are ready to pay more for a better quality. </li></ul><ul><li>Possibility of acceding to new strata of market. </li></ul>Occupancy <ul><li>Repetitive clients </li></ul><ul><li>New clients </li></ul><ul><ul><li>Better image in the market </li></ul></ul><ul><ul><li>Word-of-mouth recommendation </li></ul></ul><ul><li>Claims Reduction </li></ul><ul><li>Lower costs of commercialization </li></ul>+
  47. 48. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q Improvement of the internal operative More effective, simple, economic, fast and safe procedures and tasks <ul><li>Reduction of: </li></ul><ul><li>Wastes and wastages </li></ul><ul><li>Rejections and repetitions </li></ul><ul><li>Waste of time </li></ul><ul><li>Sub-utilization of facilities </li></ul>Lower costs
  48. 49. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q  Improvement of the Internal Operative (cont.) Increase of the motivation and the satisfaction of the employees <ul><li>Lower rotation </li></ul><ul><li>Lower rates of absenteeism </li></ul><ul><li>Higher Productivity </li></ul><ul><li>Higher Availability </li></ul><ul><li>Higher Predisposition </li></ul>Lower costs Customers more Satisfied
  49. 50. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias Structure of the Standard UNE 182001 4. Cambio y evolución Reception Supply Maintenance Cleaning Restoration Events Management General Requirement Quality Policy and objectives Quality Management responsibilities Quality System Human Resources Management Organization and coordination Commercialization of the additional services and services Management of adverse quality conditions General Security System Environmental Management General Requirement Cleaning and room hyg. /apts. and bathrooms Replacement of amenities Common Zones cleaning and hygiene Cleaning and desinfec. of. sanit serv. Linen and towel Laundry Customer Garment laundry General requirements Breakfast Restaurant menu Restaurant Buffet Restaurant á la carte Cafe and snack bar Musical Bar. Lounge bar Room service Picnic Kitchen and food elaboration General requirements Meeting Banquet Exhibitions Other eve Generals Requirements External supplying Storage Internal supplying Subcontracting General Requirements Reserves Porter’s lodge service Service of luggage and bellboys Welcome and arrangement Attention continued to the client Check-out and billing Telephone Security General requirements Room and apartment equipment Air conditioned and heating System Elevators and freight elevator Emergency System Common zones equipment Cleaning, laundry facilities Electric facilities Outer facilities Other facilities Entertainment General Requirements Schedule/leisure activities Equipment
  50. 51. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias 3. Proceso de obtención de la Q 4. Present Data: Results Certified Entities Asturias España Travel Agencies 24 1.159 Rural Lodgings 6 179 Small lodgings 17 49 Coaches for tourism - 3 Spa - 19 Camping 1 18 Golf Courses - Convention Bureau 6 Protected Natural Places 3 16 Stations of Ski - 12 Hotels and Tourist Apartments 18 445 Tourist information offices 6 32 Tourist information offices of municipality character 1 6 Conventions Centre - 5 Beaches 3 59 Restoration 20 104 Time Share - TOTAL 99 2.112
  51. 52. ICTE Asturias STRUCTURE of the STANDARD UNE 182001:2008 4. Change and evolution
  52. 53. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Management by process: that process allow the establishment to implement modern management systems to avoid the classic departmental scheme limitations and to include in that management customer perspective and its fulfillment as primary objective of the system. </li></ul><ul><li>Flexibility: the standard has looked for the actualization of market reality requirements, and the changing demands more and more demanding , para el que la calidad de los servicios que recibe empieza a ser sólo un mínimo que cada establecimiento debe buscar superar a partir del diseño de ventajas competitivas sostenibles basadas en la diferenciación. Se ha buscado en todo momento que el cumplimiento de los requisitos establecidos por la norma no conlleve uniformidad en el sector, sino que permita el desarrollo, la mejora continua, la innovación y un perfil competitivo específico para cada establecimiento aprovechando sus recursos y capacidades idiosincrásicos y el aprovechamiento de las oportunidades que el entorno le ofrezca en cada momento </li></ul><ul><li>Certification achievement Guidelines </li></ul><ul><li>Implementation of management systems that favored the profit of high rates of economic efficiency and the advance in integral security, respect to the environmental and accessibility . </li></ul>4. Nueva Norma New Standard UNE
  53. 54. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Strategic processes: processes that imply the establishment of directives and general guidelines of performance in hotels, these processes facilitate policies and resources that have direct influence in the performance of the program and which analyze the established system operation to proceed to the continuous improvement </li></ul>4. Nueva Norma New Standard UNE
  54. 55. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Management responsibilities </li></ul><ul><ul><li>Planning </li></ul></ul><ul><ul><ul><li>Quality Policy </li></ul></ul></ul><ul><ul><ul><li>Contingency Plans : unexpected situations </li></ul></ul></ul><ul><ul><ul><li>Services definition and level of provision </li></ul></ul></ul><ul><ul><li>Organization: </li></ul></ul><ul><ul><ul><li>Organizational structure and responsibilities: Organisation Chart </li></ul></ul></ul><ul><ul><ul><li>Coordination </li></ul></ul></ul><ul><ul><ul><li>Internal Communication Management </li></ul></ul></ul><ul><ul><ul><li>Training </li></ul></ul></ul><ul><ul><li>Strategy: necessities y market expectatives </li></ul></ul><ul><ul><li>Legislation </li></ul></ul><ul><ul><li>Human resources and material Management </li></ul></ul><ul><ul><li>Control and continuous improvement </li></ul></ul><ul><ul><li>Organization improvement: quality objectives </li></ul></ul><ul><ul><li>SGCImplementation and control: </li></ul></ul><ul><ul><ul><li>Processes and indicators </li></ul></ul></ul><ul><ul><ul><li>Documental Management </li></ul></ul></ul><ul><ul><ul><li>E nvironmental Management </li></ul></ul></ul><ul><ul><ul><li>Security </li></ul></ul></ul><ul><ul><ul><ul><li>Food </li></ul></ul></ul></ul><ul><ul><ul><ul><li>People. Safety measures , RRLL </li></ul></ul></ul></ul><ul><ul><li>Marketing y commercialization </li></ul></ul>4. Nueva Norma New Standard UNE
  55. 56. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Key processes or Operatives : those processes directly related to the accomplishment of works or services provision that constitute the Hotel activity. </li></ul><ul><ul><li>Lodging </li></ul></ul><ul><ul><ul><li>Bookings </li></ul></ul></ul><ul><ul><ul><li>Arrivals and arrangement </li></ul></ul></ul><ul><ul><ul><li>Porter’ lodge/ luggage </li></ul></ul></ul><ul><ul><ul><li>Continuous Improvement </li></ul></ul></ul><ul><ul><ul><li>Check-out/Billing </li></ul></ul></ul><ul><ul><ul><li>Room equipment and apartments </li></ul></ul></ul><ul><ul><li>Restoration </li></ul></ul><ul><ul><li>Events </li></ul></ul>4. Nueva Norma New Standard UNE
  56. 57. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>key processes or Operatives: </li></ul><ul><ul><li>Restoration </li></ul></ul><ul><ul><ul><li>Offer and Services Standards </li></ul></ul></ul><ul><ul><ul><li>Production </li></ul></ul></ul><ul><ul><ul><ul><li>Gastronomic Offer Planning </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Donde se abre la variedad de oferta de platos y bebidas </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>Manipulation and elaboration following APPCC and nourishing security guidelines </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Human resources and materials Management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Método de producción en frío y en caliente . </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Food preservation </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Wastes treatment </li></ul></ul></ul></ul><ul><ul><ul><li>Service provision </li></ul></ul></ul><ul><ul><ul><ul><li>Human resoureces and materials with facility conditions </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Services timetable </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Servicio preparation : types of table linen, glassware, crockery </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Types of services: restaurant à la carte, Bar/cafetería , Room services,… </li></ul></ul></ul></ul><ul><ul><li>Eventos </li></ul></ul>4. Nueva Norma New Standard UNE
  57. 58. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Support Process: </li></ul><ul><ul><li>Leisure </li></ul></ul>4. New Standard New Standard UNE
  58. 59. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Key Processes or Operatives: </li></ul><ul><ul><li>Events </li></ul></ul><ul><ul><ul><li>Generalities </li></ul></ul></ul><ul><ul><ul><ul><li>Bookings/contracting </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Coordination and information </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Preparation and Assembly </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Control, monitoring and attention during the course of events </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Billing </li></ul></ul></ul></ul><ul><ul><ul><li>Human resources and materials (facilities) </li></ul></ul></ul>Nueva Norma UNE 4. New Standard
  59. 60. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Support Processes : those that serve as support for the Main Processes accomplishment </li></ul><ul><ul><li>Maintenance </li></ul></ul><ul><ul><ul><li>Performance object : buildings, exteriors, facilities and equipment </li></ul></ul></ul><ul><ul><ul><li>Preventive and corrective </li></ul></ul></ul><ul><ul><ul><li>Cleaning and Laundry </li></ul></ul></ul><ul><ul><ul><li>Human Resources and materials with Cleaning products, bed linen, amenities, office,… </li></ul></ul></ul><ul><ul><ul><li>Cleaning Plans. </li></ul></ul></ul><ul><ul><ul><ul><li>Zones or elements to clean </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Type of cleaning to carry out </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Products to use </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Frequency of predicted cleaning </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Personal in charge and registers </li></ul></ul></ul></ul><ul><ul><ul><li>Requirements </li></ul></ul></ul><ul><ul><ul><li>Routines and frequencies of rooms cleaning </li></ul></ul></ul><ul><ul><ul><li>Routines of common zones cleaning </li></ul></ul></ul><ul><ul><ul><li>Routines of service zones </li></ul></ul></ul><ul><ul><li>Bed Linen and Laundry </li></ul></ul>New Standard UNE 4. New Standard
  60. 61. ICTE Instituto para la Calidad Turística Española Visión estratégica del Sistema de Calidad Turística Española >Madrid marzo 2002 ICTE Asturias <ul><li>Support Process: </li></ul><ul><ul><li>Supplying </li></ul></ul><ul><ul><ul><li>Scopee </li></ul></ul></ul><ul><ul><ul><ul><li>Purchases Management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Merchandise Reception </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Products Storage </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Food and drinks </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Cleaning Products </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Amenities </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Bed Linen </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Houshold goods and crockery </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Spare, consumable and stationer </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Storage System </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Requirements </li></ul></ul></ul><ul><ul><ul><ul><li>Necessities identification </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Purchases Management Requirements </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Systematic for order’s accomplishment </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Authorization Level </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Providers Selection and evaluation </li></ul></ul></ul></ul>Nueva Norma UNE 4. New Standard

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