To satisfy congress customers and professional congress organizer through collaboration in competition: this is the strategic approach of Rimini per i Congressi destination quality project, developed by local Convention Bureau with Bologna University and partially funded by local government. To guarantee the quality of congress services is essential to ensure the success of a destination; total quality of the conference destination can only be obtained by emphasizing cooperation in build high quality of the services; the Convention Bureau final objective is to guarantee to customers quality of the whole system at any time and in any situation. This is the reason Convention Bureau has developed the “Rimini per i congressi” project, which has setted the definition of Congressional Services Quality Standard, assured by the local system in Rimini and San Marino. After three years hundred companies are certified: they assured quality standards and are awarded by the “Rimini per i Congressi” quality mark and logo. The quality standards have been defined for each category of services: -Congress venues (congress centres, hotels, historical sites and other venues) - Service companies (which offer technological services, organizations and preparation of fairs, catering and restaurant services, congressional assistance) -Hotels -Agencies for conference organization starting from quality criteria adopted by national and international organizations and they have been adopted by companies. Each standard refers to a phase of the work: information to customers, assistance prior to, during and after the congress, as well as the technique and rules to be followed when drawing up contracts. An essential part of the project is continuous analisys of customer satisfaction among congress participants and professional conference organizer. Moreover company staff attend together to training activities developed by the Convention Bureau and so they cooperate in quality.
C.Travaglini (2005). Rimini per i congressi: local partnership manged by Convention Bureau to guarantee global destination quality for customer and organizer. NAPOLI : Albano.
Rimini per i congressi: local partnership manged by Convention Bureau to guarantee global destination quality for customer and organizer
TRAVAGLINI, CLAUDIO
2005
Abstract
To satisfy congress customers and professional congress organizer through collaboration in competition: this is the strategic approach of Rimini per i Congressi destination quality project, developed by local Convention Bureau with Bologna University and partially funded by local government. To guarantee the quality of congress services is essential to ensure the success of a destination; total quality of the conference destination can only be obtained by emphasizing cooperation in build high quality of the services; the Convention Bureau final objective is to guarantee to customers quality of the whole system at any time and in any situation. This is the reason Convention Bureau has developed the “Rimini per i congressi” project, which has setted the definition of Congressional Services Quality Standard, assured by the local system in Rimini and San Marino. After three years hundred companies are certified: they assured quality standards and are awarded by the “Rimini per i Congressi” quality mark and logo. The quality standards have been defined for each category of services: -Congress venues (congress centres, hotels, historical sites and other venues) - Service companies (which offer technological services, organizations and preparation of fairs, catering and restaurant services, congressional assistance) -Hotels -Agencies for conference organization starting from quality criteria adopted by national and international organizations and they have been adopted by companies. Each standard refers to a phase of the work: information to customers, assistance prior to, during and after the congress, as well as the technique and rules to be followed when drawing up contracts. An essential part of the project is continuous analisys of customer satisfaction among congress participants and professional conference organizer. Moreover company staff attend together to training activities developed by the Convention Bureau and so they cooperate in quality.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
