Ensure quality of the products and services through standardization and certification on national and regional level Maricruz Cádiz Technical Manager Spanish.

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Presentation transcript:

Ensure quality of the products and services through standardization and certification on national and regional level Maricruz Cádiz Technical Manager Spanish Institute for Quality in Tourism

SPANISH TOURIST INDUSTRY: STRATEGIC INDUSTRY SPANISH TOURIST QUALITY SYSTEM (SCTE) (developing standards for subsequent certification) SPANISH TOURIST QUALITY SYSTEM (SCTE) (developing standards for subsequent certification) NEW COMPETITORS SIMILAR PRODUCT NEW COMPETITORS SIMILAR PRODUCT DIFFERENTIATION QUALITY SERVICE

OBJECTIVES SERVICE FIDELIZATION COMPETITIVENESS OPTIMIZE RESOURCES REDUCE COSTS PROFESSIONALIZE INTERNAL MANAGEMENT REDUCE MISTAKES RECOGNIZE QUALITY SERVICES SCTE

SCTE* *SCTE: SPANISH TOURIST QUALITY SYSTEM PUBLIC- PRIVATE PARTNERSHIP NATIONAL GOVERNEMENT SECRETARY OF STATE OF TOURISM NATIONAL GOVERNEMENT SECRETARY OF STATE OF TOURISM REGIONAL GOVERNEMENTS LOCAL GOVERNEMENTS TOURIST INDUSTRY

Time Sharing_ UNE , Medical Spas_ UNE , Beaches_ UNE , Natural Protected Areas_ UNE , Tourism Boards_ UNE , Sky Resorts_ UNE , Guide Tourist Trainning Programs _UNE 15565, Travel Agencies_ UNE , Transport Services Q Standard, Restaurants_ Serie UNE , Hotels and Tourist Apartments_ UNE , Rural Cotages_ UNE

Campsites UNE , Tourist Information Services UNE , Convention Bureaux UNE , Conference Centers UNE , Golf Courses UNE , Night Leisure UNE , Yacht Clubs UNE188004, Adventure Tourism UNE , Industrial Tourism UNE , Hostesses and support Staff UNE , Health Tourism Q Standard, Destination Management Q Standard

CERTIFICATION OF TOURIST SERVICES QUALITY CRITERIA TO ACCOMPLISH MANAGEMENT SYSTEMSERVICE REQUIREMENTSFACILITIES REQUIREMENTS

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 SYSTEMS 126 QUALIFIED AUDITORS 22 REGIONAL DELEGATIONS 2000 CERTIFIED TOURIST ORGANIZATIONS 24 NATIONAL QUALITY SYSTEMS 126 QUALIFIED AUDITORS 22 REGIONAL DELEGATIONS 2000 CERTIFIED TOURIST ORGANIZATIONS

International approach: ISO TC/228 WG 8 Yatch Harbours WG 9 Industrial Tourism WG 10 Enviromental Friendly Accomodation Turkey Spain Argentina Spain Spain TunisThailand Colombia Argentina Brasil/UK SpainSpain Austria Spain (AENOR) Tunis (Innorpi) ) Year 2014

ONE MILLION TOURISTS ONE MILLION OPPORTUNITIES