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IQM DestinationINTEGRATED QUALITY MANAGEMENT - CROATIAFeel IQM; Đurđica ŠimičićOctober, 2020
DESTINATION QUALITYThe pilot project has begun on Lošinj, adestination that received the UNWTO Award forInnovation and Creativity in 2015, 3rd place inthe tasteslosinj .
At the beginning we visit the destination and meet partnersWe maintain coordination, present the project to the public, a publicinvitation to stakeholders to be involved in the project
We encourage stakeholders in the destination to get involved, and tomeasure the initiallocal producers in tourism, quality, synergy andnetworking in the destination
IMPLEMENTATIONSTAGES:- Informing the residents of thedestination about the project viaintroductory educational workshops- Analysis of the destination as a whole,analysis of all stakeholders of thedestination- Analysis of the service quality of thestakeholders of the destination bymystery guest visits
We visit each project stakeholders and give individual advice withindividual marketing analysis tailored to business and trends in tourismn the tips we encourage the implementation of local products,aromatherapy, natural cosmetics, traditional elements in design, livinghistory, authenticity and quality
Partners at the destination:- Hoteliers, camps, private accommodation- Restaurants- Hospitals- Travel agencies- Educational institutions, associations- Non governmental organizations- Souvenir shops, shops- Wellness centers- Public transport companies- Taxis, utility companies at the destination- Parking companies
- Quality control - auditing once a year,online and offline surveys- Measuring efficiency and monitoringbusiness activities, detecting challenges anddeveloping solutions- Quality analysis management- Business processes and functions qualitymanagement- Marketing management and control- Managing the satisfaction of the touristsand residents of the destination- Life-long learning management
MEASURABILITYANDIMPLEMENTATIONIntegrated quality management at thedestination stimulates measurability andimplementation of sustainable development,defining the goals of the local self-governmentin tourism development:- Thematization of facilities- The preservation and promotion ofbiodiversity- Destination animation . as well as anumber of challenges and quality elementsat the destination.
EDUCATION- Group education , online, individualeducation are tailored to each destination, stakeholder needs and trends intourism
ECONOMICDIMENSION- increasing competitiveness- strengthening public-private partnerships- Joint cooperation- synergy at destinations- communication and quality incentive willmake tourism more competitive, strongerand increase its quality.- Individual audit- Audit reports, monitoring ofimplementation
SOCIAL DIMENSION- Employment- Educational workshops- Improvement of residents’ satisfaction- Integration and international cooperation- Life-long education- Preservation of tradition.
ENVIRONMENTALDIMENSION- Preservation of biodiversity- Education on natural resources- Incentives for the preservation of theenvironment- Local natural products- Workshops about nature- Certification- Sustainable development –measurement of sustainable indicators– ETIS, CROSTO, Institute of tourismCroatia
We have Standardoperation process(SOP)ObligatoryMeasurement theefficiency of theproject – eachyear
KEY CHALLENGES- Non-acceptance, rejection of the qualitystandards, complicating during the implementation- Failure to complete surveys, refusing to providethe guests with the possibility of evaluating quality- Non-compliance with the standards anddeliberately not fulfilling the obligations prescribedin the standardsEach year we have more stakeholders inproject and new destination in IQMDestination
Iqmpass.com
Q u a l i t y. Tr u s t . E m o t i o n1500 partners 2020
-Quality analysis management - Business processes and functions quality management -Marketing management and control - Managing the satisfaction of the tourists and residents of the de
