Sestava 1 - Vysoká škola obchodní v Praze

implementation and dissemination of quality services in all tourist
operations.
The Quality Programme is divided into three levels:
Level I – mainly concentrates on quality development and is aimed
especially at service quality. It functions chiefly internally and provides
motivation for employees. Guests are not only made aware of quality
thanks to the Quality Label, but also directly through improved services
they enjoy. The measures are simple to implement and are followed in
rapid results:
• Select a key person from company to become responsible for quality
management, who participates in courses to assume the role of
a Quality Coach.
• During the seminar (2 half days) the key person learns the
instruments and other sources of help to ensure quality
enhancement at his/her place of work. The fundamental steps for
quality improvement have been taken.
• Together with the Quality Coach, the newly gained course knowledge
is applied in the companie´s daily business.
• After an application has been examined by the control center and
after consultation with the regional quality commission, the Quality
Label I may be awarded for a period of three years. During these three
years, the control center examines action plans and the company is
subjected to random spot checks on site
Level II – The Label Level I can be converted to the Label level II. The
quality of the management is now focused on. Without consequent
leadership guidance further development of quality assurance for services
is simply not possible. With the introduction of level II, the manager is
able to procure vital information leading to the establishment of strategic
moves:
• How do employees and those in key positions assess the company
• How do guests assess the services offered
• What are the results of the checks carried out by a Mystery Person
With a clear assessment report, participating companies now receive
correlated comparative information and thereafter have the opportunity to
reassess and optimise their own services. Here too, the participation of
the responsible for quality at a Quality Trainer Course (2 half-days) forms
the basis for integral quality examination.
Level III – Once a company has passed the levels I and II, it should be
in a position to introduce a Quality Management System (QMS). There
are various ways of doing this (e.g. ISO, EFQM). The aim of the Quality
Label level III is to support companies with internationally recognised
QMS in their marketing and overall success.
In Germany the above-mentioned Swiss Quality System was adjusted
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