1. 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

4. 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

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

6. 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

7. 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

8. 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

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

18. www.icte.es SPANISH INSTITUTE FOR QUALITY IN TOURISM

19. ICTE is the CERTIFICATION BODY for QUALIY SYSTEMS, specially designed for TOURIST ORGANIZATIONS.

20. ICTE is the only responsible and competent organization for the administration and certification of the LABEL Q OF TOURIST QUALITY

21. 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

22. 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

23. ONE MILLION TOURISTS ONE MILLION OPPORTUNITIES