Newfoundland and Labrador Product Development Strategy

Qualmark - New Zealand's official quality tourism sitehttp://www.qualmark.co.nz/other.shtmlPage 2 of 35/2/2004Assessment processThe assessment process is an important part of Qualmark'srelationship with operators and provides Qualmark with anopportunity to add value to their business and the industry aswhole. It is not a test but a process that the assessor worksthrough with the operator to assist them to achieve Qualmarkendorsement.• The assessment is divided up into six "quality areas" threpresent aspects of the business that contribute to thequality of the customer experience. Within some of thequality areas there may be two or more sections to theassessment depending on the type and complexity of tbusiness.• Each quality area contains a series of minimumrequirements. These are aspects of the service that mube in place in order to meet travellers' fundamentalrequirements. These minimum requirements must be mto ensure eligibility for an endorsement.• Each quality area also includes quality scoring criteria,out in three columns. Those in the first column represereasonably basic customer expectations, the middle coreflect higher quality expectations, and the third columrecognizes aspects that are likely to delight customers.Your quality score is determined by the number of tickshave in each column. An excerpt from the assessmentcriteria is shown below..• The score in each quality area is "weighted" to reflect trelative importance of the different quality areas to theoverall customer experience, and combined to give anoverall quality score.• An overall score of 60% or more, and a score of at leasin each of the six quality areas, must be achieved to beeligible for the Qualmark endorsement. Click here toout more about joining.