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If an accommodation wants to be among the leaders in its field it must first achieve high customer and employee satisfaction of the staff and credibility in public. To achieve this, you need to have a very high quality product or service. This can be accomplished only by controlling the whole production process in order to use all necessary resources in an optimal way, have a staff with leadership and effective management skills and have efficient communication among all units involved in the production process.
An ISO 9000 certification requires you to describe the above mentioned management processes in detail and according to the ISO rules. If you think you have organised all that is required, a ‘certifier’ (certification body) will carry out a certification audit. If you pass the audit, you will receive the ISO 9001/9002 certificate. Certification will not only allow you to label your product as certified, the certification process and report will give you more insight in how your accommodation works, and where lay your weaknesses. Hence, for most accommodation obtaining an ISO 9000 certificate is not the end of quality road but the start.
An indispensable aspect of a well-functioning quality-system is a good administration. Quality control can be executed only if there is appropriate data available. Implementation of an official quality control system such as ISO or HACCP means that, at any moment, you must be able to produce up-to date figures on all aspects of your accommodation. For example, if you are HACCP certified, you must be able to produce at any moment (quality control inspection visits are not always announced!) what kind of materials you have in stock, when it was received, who produced them, stock numbers, expiration dates, at what temperatures they are stored, etc. Protocols of quality control systems contain exact descriptions of which data and at which frequency it is to be gathered.
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2.4.6. Quality Management | ISO 14000 |
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