Presentation by Maria Cruz Gomez Cadiz
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Transcript of Presentation by Maria Cruz Gomez Cadiz
Ensure quality of the products and services through standardization and certification on
national and regional level
Maricruz CádizTechnical ManagerSpanish Institute for Quality in Tourism
SPANISH TOURIST INDUSTRY: STRATEGIC INDUSTRY
SPANISH TOURIST QUALITY SYSTEM (SCTE)(developing standards for subsequent certification)
NEW COMPETITORS
SIMILAR PRODUCTDIFFERENTIATION
QUALITY SERVICE
OBJECTIVES
SERVICE FIDELIZATION
COMPETITIVENESSOPTIMIZE RESOURCES
REDUCE COSTS
PROFESSIONALIZEINTERNAL MANAGEMENT
REDUCE MISTAKES
RECOGNIZE QUALITY SERVICE
SSCTE
SCTE*
*SCTE: SPANISH TOURIST QUALITY SYSTEM
PUBLIC- PRIVATE PARTNERSHIP
NATIONAL GOVERNEMENT
SECRETARY OF STATE OF TOURISM
REGIONAL GOVERNEMENTS
LOCAL GOVERNEMENTS
TOURIST INDUSTRY
Time Sharing_ UNE 185001, Medical Spas_ UNE 186001, Beaches_ UNE 187001, Natural Protected Areas_ UNE 187002, Tourism Boards_ UNE 187007, Sky Resorts_ UNE 188002, Guide Tourist Trainning Programs _UNE 15565, Travel Agencies_ UNE 189001, Transport Services Q Standard, Restaurants_ Serie UNE 167000, Hotels and Tourist Apartments_ UNE 182001, Rural Cotages_ UNE 183001
Campsites UNE 184001, Tourist Information Services UNE 187003, Convention Bureaux UNE 187005, Conference Centers UNE 187004, Golf Courses UNE 188001, Night Leisure UNE 188005, Yacht Clubs UNE188004, Adventure Tourism UNE 188003, Industrial Tourism UNE 302001, Hostesses and support Staff UNE 189002, Health Tourism Q Standard, Destination Management Q Standard
CERTIFICATION OF TOURIST SERVICESQUALITY CRITERIA TO ACCOMPLISH
MANAGEMENT SYSTEM
SERVICE REQUIREMENTS
FACILITIES REQUIREMENTS
www.icte.es
SPANISH INSTITUTE FOR QUALITY IN TOURISM
ICTE is the CERTIFICATION BODY for QUALIY
SYSTEMS, specially designed for TOURIST
ORGANIZATIONS.
ICTE is the only responsible and competent organization for the administration and certification of the LABEL Q OF TOURIST QUALITY
24 NATIONAL QUALITY SYSTEMS126 QUALIFIED AUDITORS
22 REGIONAL DELEGATIONS2000 CERTIFIED TOURIST ORGANIZATIONS
International approach: ISO TC/228
WG 8Yatch
Harbours
WG 9Industrial Tourism
WG 10Enviromental
Friendly AccomodationTurkey
Spain Argentina
Spain
Spain Tunis Thailand
Colombia Argentina Brasil/UK
Spain Spain
Austria
Spain (AENOR)Tunis (Innorpi)
)
Year 2014
ONE MILLION TOURISTSONE MILLION
OPPORTUNITIES