Quality Boost for Tourism

Transkript

1 Quality Boost for Tourism FI1-LEO

2 Projektinformationen Titel: Projektnummer: Projekttyp: Jahr: 2008 Status: Marketing Text: Zusammenfassung: Quality Boost for Tourism FI1-LEO Innovationstransfer abgeschlossen FI-Finnland The marketing text will be added later. The Quality Boost in Tourism -project is transferring innovations between providers of quality trainings and systems in tourism. There is a clear need to improve the current tourism service quality training, and with this project the development can take a step further to include European level common parts or tools in the tourism training. Each country already has its own training and material for enterprise training. The additional aim is to find common ground for service quality issues on European level, and to open discussion for development of European tourism service quality standards. The transfer of innovation is executed through common benchmarking trips, followed by national work shops, joint meetings and communication in virtual working area. The activities have been distributed among the project partners in order to give a clear role for all and assure equal contribution to the project. The main target group for the Quality Boost in Tourism project s results are the trainers and trainer networks of quality training and systems in tourism. Through their training, work shops and seminars the improved training and training material will benefit the tourism sector in the participating countries in general. The comparison on national trainings and training materials provides a good forum for transferring innovations, receiving additional reference material for the trainings, and receiving new ideas for the development of the national materials towards more European level understanding of tourism quality. Long term impacts include the beginning of discussion of European level tourism service quality issues, and opening the discussion for the possibility of developing European wide quality criteria within tourism. : Themen: Sektoren: Produkt Typen: Produktinformation: Tourism quality trainings and tourism quality systems have been famialiarised in the project, Quality Boost for Tourism, between Estonia, Finland, Latvia and Scotland (UK). The transfer of innovation has been executed through benchmarking trips, followed by national workshops in Estonia, Finland and Latvia, and finalised by development of natioanl tourism quality systems and national + common training material for tourism companies in Estonia, Finland and Latvia. *** Qualität *** Lebenslanges Lernen *** Weiterbildung ** Sonstiges ** Unternehmen, KMU * Nutzung und Verbreitung von Ergebnissen * Hochschulbildung * Anerkennung, Transparenz, Zertifizierung *** Gastgewerbe/Beherbergung und Gastronomie ** Erziehung und Unterricht Unterlagen für offenen Unterricht Lehrmaterial Programme/Curricula Results of the project are: 1) Web-based forum (Moodle) that has been actively used during the project, 2) International network of tourism developers from Estonia, Finland, Latvia and Scotland (UK), 3) Tourism quality training material that has been developed, renewed and updated by partners from Estonia (Tourism Quality Module), Finland (Service from the Heart - Palvelua Sydämellä) and Latvia (Q-Latvia), and 4) Seminar folder in an electronic form (= memory stick) containing results of the 2

3 Projektinformationen Projektwebseite: benchmarking visits realised during the project, tourism quality training materials and final seminar presentations. 3

4 Vertragnehmer Haaga Institute Foundation / Haaga-Perho Helsinki Etelä-Suomi FI-Finnland andere Kontaktperson Adresse: Telefon: Fax: Tia Hoikkala Pajuniityntie 11 Helsinki FI-Finnland

5 Koordinator Haaga Institute Foundation / Haaga-Perho Helsinki Etelä-Suomi FI-Finnland andere Kontaktperson Adresse: Telefon: Fax: Tia Hoikkala Pajuniityntie 11 Helsinki FI-Finnland

6 Partner Partner 1 Enterprise Estonia Tallinn Eesti EE-Estland e Einrichtung Partner 2 Pärnu College, University of Tartu Pärnu Eesti EE-Estland Universität/Fachhochschule/Akademie Partner 3 Rural Policy Committee, Theme Group on Tourism Helsinki Etelä-Suomi FI-Finnland e Einrichtung Partner 4 Jyväskylä Institute of Adult Education Jyväskylä Väli-Suomi FI-Finnland Weiterbildungseinrichtung 6

7 Partner Partner 5 JAKK Adult Education Centre Jalasjärvi Länsi Suomi FI-Finnland Weiterbildungseinrichtung Partner 6 University of Lapland / Education and Development Services Rovaniemi Pohjois-Suomi FI-Finnland Universität/Fachhochschule/Akademie Partner 7 Scottish Tourism Forum Edinburgh Scotland UK-Vereinigtes Königreich Gewerkschaftsorganisation Partner 8 Latvian Tourism Development Agency Riga Latvija LV-Lettland e Einrichtung 7

8 Projektdateien certificate_eng_logo.doc Certificate for Service from the Heart -tourism training. This certificate is to be filled in for each participant who has completed the Service from the Heart -tourism customer service training. Module Tourism Destination QM.doc Description of Tourism Destination Quality Management training module. service_from_the_heart_eng_logo.pptx Updated Service from the Heart (Palvelua Sydämellä) tourism customer service training material. Material can be used for one-day-training of tourism company personell. Please note that pages 3-7 of the material are country specific and should be revised accordingly prior training. Tourism Destination QM 1.pdf Part 1 of the Tourism Destination Quality Management -module Tourism Destination QM 2.pdf Part 2 of the Tourism Destination Quality Management -module Tourism Destination QM 3.pdf Part 3 of the Tourism Destination Quality Management -module 8

9 Produkte 1 2 Service from the Heart - one-day tourism customer service training material Tourism Destination Quality Management -module 9

10 Produkt 'Service from the Heart - one-day tourism customer service training material' Titel: Service from the Heart - one-day tourism customer service training material Produkttyp: Lehrmaterial Marketing Text: Service from the Heart is customer service training material for a one-day tourism service training. : The Power Point training material contains 40 slides with notes for the trainer. Pages 3-7 are country specific and need to be revised accordingly. Material downloadable from Files and Products/Upload sections : tourism companies, entrepreneurs, tourism company personnel Resultat: One-day training of customer service within tourism. Anwendungsbereich: rural tourism, entry level customer service, vocational education Produktsprachen: Englisch product files Service from the Heart certificate_eng_logo.doc Certificate for Service from the Heart -tourism training. This certificate is to be filled in for each participant who has completed the Service from the Heart -tourism customer service training. service_from_the_heart_eng_logo.pptx Service from the Heart (Palvelua Sydämellä) tourism customer service training material. Material can be used for one-day-training of tourism company personell. Please note that pages 3-7 of the material are country specific and should be revised accordingly prior training. &prd=1 10

11 Produkt 'Tourism Destination Quality Management -module' Titel: Tourism Destination Quality Management -module Produkttyp: Lehrmaterial Marketing Text: Tourism Destination Quality Management -module contains: - concept and approaches of quality - European quality vision - basic principles and models of quality management - tourism destination quality management approaches and models - destination self-evaluation and case study - destination positioning. - role of a tourism destination reputation in the quality perceived by visitors - meaning and role of hospitality in the quality perceived by visitors - most common methods of tourism destination quality measurement and evaluation and their critical analysis - Questionnaires of evaluation tourism destination quality and their critical analysis : 3 EAP (80 hours), including: Module takes 20 hours of lecture work - 8 hours of lectures, 4 hours of seminars, 8 hours of practical work - and additional 60 hours of independent work for students. Adobe material contains 126 slides. Some pages are country specific and need to be revised accordingly. Material downloadable from Files and Products/Upload sections : University teachers, university students, entrepreneurs, tourism quality developers Resultat: Fundamentals of destination level tourism quality management learned. Functional tools acquired. Anwendungsbereich: tourism quality development education of tourism quality Produktsprachen: Englisch product files Tourism Destination Quality Management module Module Tourism Destination QM.doc Description of Tourism Destination Quality Management training module. Tourism Destination QM 1.pdf Part 1 of the Tourism Destination Quality Management -module Tourism Destination QM 2.pdf Part 2 of the Tourism Destination Quality Management -module Tourism Destination QM 3.pdf Part 3 of the Tourism Destination Quality Management -module &prd=2 11

12 Veranstaltungen Final seminar part 3 - Latvia Datum Tourism quality training programmes in Europe -development tools for enterprises, examples from Finland, Estonia, Latvia and Scotland, guest speaker from Finland e Veranstaltung Inese.Sirava@latvia.travel 26/11/2010 Riga, Latvia Benchmarking Scotland (2nd) Datum Benchmarking of 100k Welcomes - tourism training 2nd benchmarking for Estonian partners who were unable to participate to the 2009 BM. e Veranstaltung kadri.tammik@eas.ee 21/11/ /11/2010 Edinburgh, Scotland 12

13 Veranstaltungen Final seminar part 2 - Estonia Datum Tourism quality training programmes in Europe -development tools for enterprises, examples from Finland, Estonia, Latvia and Scotland, guest speaker from UK and Finland e Veranstaltung kadri.tammik@eas.ee 11/11/2010 Saku, Estonia Final seminar part 1 - Finland Datum Tourism quality training programmes in Europe -development tools for enterprises, examples from Finland, Estonia, Latvia and Scotland, guest speaker from Scotland e Veranstaltung 25/10/ /10/2010 Laukaa, Finland 5th Joint meeting - Riga Datum partner meeting - budget + expenditure update, application for budget changes in discussion project partners Geschlossene Veranstaltung 07/06/2010 Riga, Latvia 13

14 Veranstaltungen National workshop - Estonia Datum National ditribution of the results of the benchmarking Finland/Latvia(Scotland), Development of the national tourism quality training tools, tourism quality system developers e Veranstaltung kadri.tammik@eas.ee May 2010 Sagadi, Estonia 4th Joint meeting - Tallinn Datum partner meeting - discussion on budget and possible changes needed for the budget project partners Geschlossene Veranstaltung 15/02/2010 Tallinn, Estonia 14

15 Veranstaltungen Benchmarking Estonia (3rd) Datum Benchmarking of Estonian programmes for quality development of tourism companies Arranged for the 3rd time, because personnell at partner organisations was changing and the BM information + discussions were needed for futher development. e Veranstaltung anu.poukka@haagaperho.fi 24/11/2009 Helsinki, Finland Benchmarking Finland (2nd) Datum Benchmarking of Finnish programmes for quality development of tourism companies e Veranstaltung anu.poukka@haagaperho.fi 23/11/2009 Helsinki, Finland 15

16 Veranstaltungen 3rd National workshop - Finland Datum National ditribution of the results of the benchmarking Latvia/Estonia, Development of the national tourism quality training tools e Veranstaltung 7-8 October 2009, Puumala, Finland Benchmarking Estonia (2nd) Datum Benchmarking of Estonian programmes for quality development of tourism companies e Veranstaltung kadri.tammik@eas.ee 17/09/ /09/2009 Pärnu and Tallinn, Estonia Benchmarking Latvia Datum Benchmarking of Latvian programmes for quality development of tourism companies e Veranstaltung Inese.Sirava@latvia.travel 15/09/ /09/2009 Riga, Latvia 16

17 Veranstaltungen 3rd Joint Meeting - Latvia Datum rd joint meeting for project partners project partners Geschlossene Veranstaltung 14/09/2009 Riga, Latvia 2nd National workshop - Finland Datum National ditribution of the results of the benchmarking Scotland, Development of the national tourism quality training tools e Veranstaltung 5-6 May 2009 Kaarina, Finland 2nd Joint meeting - Scotland Datum nd joint meeting during Benchmarking trip project partners Geschlossene Veranstaltung April 2009 Edinburgh, Scotland 17

18 Veranstaltungen Benchmarking Scotland (1st) Datum Benchmarking of 100k Welcomes - tourism training e Veranstaltung 14/04/ /04/2009 Edinburgh, Scotland 1st National workshop - Finland Datum National ditribution of the results of the benchmarking Finland/Estonia/Scotland, Development of the national tourism quality training tools e Veranstaltung 7-8 January 2009 Jyväskylä, Finland Benchmarking Finland (1st) Datum Benchmarking of Finnish programmes for quality development of tourism companies e Veranstaltung Helsinki, Finland 18

19 Veranstaltungen Benchmarking Estonia (1st) Datum Benchmarking of Estonian programmes for quality development of tourism companies e Veranstaltung Helsinki, Finland 1st Joint meeting / Kick-off meeting - Finland Datum First joint meeting of the project project partners Geschlossene Veranstaltung October 2009 Helsinki, Finland 19