Ensure quality of the products and services through standardization and certification on

national and regional level

Maricruz CádizTechnical ManagerSpanish Institute for Quality in Tourism

SPANISH TOURIST INDUSTRY: STRATEGIC INDUSTRY

SPANISH TOURIST QUALITY SYSTEM (SCTE)(developing standards for subsequent certification)

NEW COMPETITORS

SIMILAR PRODUCTDIFFERENTIATION

QUALITY SERVICE

OBJECTIVES

SERVICE FIDELIZATION

COMPETITIVENESSOPTIMIZE RESOURCES

REDUCE COSTS

PROFESSIONALIZEINTERNAL MANAGEMENT

REDUCE MISTAKES

RECOGNIZE QUALITY SERVICE

SSCTE

SCTE*

*SCTE: SPANISH TOURIST QUALITY SYSTEM

PUBLIC- PRIVATE PARTNERSHIP

NATIONAL GOVERNEMENT

SECRETARY OF STATE OF TOURISM

REGIONAL GOVERNEMENTS

LOCAL GOVERNEMENTS

TOURIST INDUSTRY

Time Sharing_ UNE 185001, Medical Spas_ UNE 186001, Beaches_ UNE 187001, Natural Protected Areas_ UNE 187002, Tourism Boards_ UNE 187007, Sky Resorts_ UNE 188002, Guide Tourist Trainning Programs _UNE 15565, Travel Agencies_ UNE 189001, Transport Services Q Standard, Restaurants_ Serie UNE 167000, Hotels and Tourist Apartments_ UNE 182001, Rural Cotages_ UNE 183001

Campsites UNE 184001, Tourist Information Services UNE 187003, Convention Bureaux UNE 187005, Conference Centers UNE 187004, Golf Courses UNE 188001, Night Leisure UNE 188005, Yacht Clubs UNE188004, Adventure Tourism UNE 188003, Industrial Tourism UNE 302001, Hostesses and support Staff UNE 189002, Health Tourism Q Standard, Destination Management Q Standard

CERTIFICATION OF TOURIST SERVICESQUALITY CRITERIA TO ACCOMPLISH

MANAGEMENT SYSTEM

SERVICE REQUIREMENTS

FACILITIES REQUIREMENTS

www.icte.es

SPANISH INSTITUTE FOR QUALITY IN TOURISM

ICTE is the CERTIFICATION BODY for QUALIY

SYSTEMS, specially designed for TOURIST

ORGANIZATIONS.

ICTE is the only responsible and competent organization for the administration and certification of the LABEL Q OF TOURIST QUALITY

24 NATIONAL QUALITY SYSTEMS126 QUALIFIED AUDITORS

22 REGIONAL DELEGATIONS2000 CERTIFIED TOURIST ORGANIZATIONS

International approach: ISO TC/228

WG 8Yatch

Harbours

WG 9Industrial Tourism

WG 10Enviromental

Friendly AccomodationTurkey

Spain Argentina

Spain

Spain Tunis Thailand

Colombia Argentina Brasil/UK

Spain Spain

Austria

Spain (AENOR)Tunis (Innorpi)

)

Year 2014

ONE MILLION TOURISTSONE MILLION

OPPORTUNITIES