Conferencia Normas de Calidad Turística

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Proceso de calidad turstica en Espaa Alberto Martnez Villa

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  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE ASTURIAS
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias Standarisation and evolution in the field of spanish hotels Standardization and Evolution in the field of Spanish Hotels Alberto MARTNEZ Presidente ICTE Asturias y Presidente Unin Hotelera del Principado de Asturias
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Index:
    • Evolution towards UNE
    • Spanish system of Tourist Quality
    • Process of obtaining of the Q
    • Change and evolution
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Pilot phase
    • In 1994 It was Developed In Puerto de la Cruz a Diagnosis of hotel sector
    1. Evolution towards UNE Results: Needs Identification and service characteristics to adapt to the demand. 28 establishments participate
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase I
    • The information and results obtained from the diagnosis of quality make see the necessity to apply it and the importance of extending its use
    • Creation of ICHE, Institute for the Spanish Hotel Quality, like management body of the project.
    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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase I
    • Model of reference with a Standard of Quality for Hotels and tourist apartments with two variants: resort and city hotels
    • Representatives involved in the Normalization: Secretary of State, Commerce and Tourism, hotel proprietors and the ICHE
    1. Evolution towards UNE Results: 403 establishments working on the Implementation of the standards for Hotels and tourists apartments
  • The di ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase I
    • Standardization extends to other interested tourist sub-sectors : restaurants, travel agencies, houses of village,
    • 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)
    1. Evolution towards UNE Creation of Institutes for each sub-sector to manage their standard of reference: ICRE, INCAVE...
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase II
    • 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
    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)
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase II
    • 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.
      • 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
    • 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
    • AGENTS: Sector, ICTE, SGT and AENOR
    1. Evolucin hacia UNE
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias
    • Phase II
    • within the SCTE directives was gathered to create a sectorial Standard which origin was in some hotels from Puerto de La Cruz in 1995:
      • Enterprises/sectors
      • Destinies: SCTED management tools for tourists agents.
        • Tourists Enterprises: hotels, agencies, restaurants,
        • Other kind of enterprises like shops, local transports (taxis)
        • Council services
    • Double process
      • Extensive. Development of Standard, beginning by the classic sectors to the new ones as Spa, golf courses, beach,
      • Convergence:
        • Institutional development by means the creation of ICTE (fusion of other sectorial institutes) like organization:
        • Standardize
          • Certify
        • Methodological development: multi-sectorial standards writings, quality norms harmonization ,
    1. Evolucin hacia UNE
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias Phase III Creation of Standards: Creacin de Normas U (na) N (orma) E (spaola) of Tourist Quality : Process: UNE 182001: Hotels and Tourist Apartments (first UNE Tourist Quality) 1. Evolution towards UNE
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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
  • COMMITTEE AENOR
    • Standard of Hotels and Tourist Apartments
    • Standard of Restoration Services
    • Standard of Stations of ski and mountain
    • Norma Tourist mediation service
    • Norma Rural lodgings
    • Standard of Quality for small lodgings
    • 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
    • Standard of Quality for Tourist information offices
    • Standard of Quality for Tourist information offices of municipality character
    • Standard of Quality for Conventions Centre
    • Standard of Quality for beaches
    • Standard of Quality for Time Shares
    • Draft of Drawings of Golf Pitches
    • UNE 182001: 2005 Hotels and Tourist Apartments
    • UNE 167000: 2006 Restoration
    • UNE 188002: Stations of Ski and Mountain
    • UNE 189001: Tourist services of Mediation
    • UNE 183001: Rural Lodgings
    SECTORIAL STANDARDS ICHE SECTORIAL STANDARDS UNE ICTE Asturias
  • 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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >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 Turstico Espaol (SCTE) 2 . Sistema de Calidad Turstico Espaol
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE For the Tourist Sector 2 . Sistema de Calidad Turstico Espaol
    • Implement culture of quality and
    • continuous improvement culture in the sector
    • Profesionalizacin of the sector
    • Implementation and Developing of an auto-regulated system
    • Improve and present the image of the tourist product
    • Motivate the improvement of the Tourist service
    • through the implementation of a recognized system.
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE (cont.) For the Registered Companies 2 . Sistema de Calidad Turstico Espaol
    • G uarantee the quality of products, services and facilities
    • offered.
    • I ncrease clients and level of loyalty.
    • S taff motivation
    • R esources optimisation.
    • P revent the Risks.
    • D iminish costs.
    • D ifferentiating criterion to face up the competition
    • C ompetitive advantage
    • C ontinuous improvement
    • I mprovement of productivity
    • I mage
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.1 Benefits of SCTE (cont.) For the Clients 2 . Sistema de Calidad Turstico Espaol
    • Adjustment of services to its expectations and necessities.
    • Eliminate the uncertainty of the state of facilities
    • Diminish the uncertainty before the election of the Hotel
    • Confidence in the capacity of answer from the Staff
    • GUARANTEE OF SERVICE AND FACILITIES
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2 . Sistema de Calidad Turstico Espaol 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
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.2 Governing Principle 2 . Sistema de Calidad Turstico Espaol Volunteer Auto-regulated Sectorial character Well known and Prestigious Brand Profitable Adaptable Flexible Compatible stars
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.3 Characteristics 2. Sistema de Calidad Turstico Espaol
    • Tourist technology of vanguard
    • First system of securing of specific quality for hotels and tourist apartments
    • Consistent with ISO 9000/2000
    • Take as reference the European Foundation Quality Model EFQM.
    • Complementary to the valid legal norm -autonomic and local-
    • Recognised by the tour operators
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2.3 Characteristics (cont.) 2. Sistema de Calidad Turstico Espaol 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.
  • ICTE Instituto para la Calidad Turstica Espaola Visin estratgica del Sistema de Calidad Turstica Espaola >Madrid marzo 2002 ICTE Asturias 2. 4. Mission and Duties of ICTE 2. Sistema de Calidad Turstico Espaol MI...