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Edinburgh International Conference Centre revealed its strategy to brand loyalty and profitability
Wednesday, June 12, 2002
Edinburgh International Conference Centre (EICC<.>) has revealed the secret of its success: six quality standards used to create a far-reaching template for analysing, developing and improving every part of its business.
Speaking at the Quality Scotland Winners Conference, in Edinburgh, the Centre revealed its strategy has enabled it to develop strong brand loyalty, extremely high customer satisfaction, low staff turn-over rates and absenteeism and increased profitability.
Human Resources and Total Quality Management Facilitator Geoff Fenlon commented: We were very pleased to be asked to speak at the Scottish Winners Conference because we are very keen to share our experience with others. People often ask how we have managed to be successful, and assume it is attributable to one quality standard or another.
In truth, we actually work with several different quality systems and their relative importance changes according to what we are trying to achieve. In our presentation, we were trying to combat a view that appears to be widely held, that you have to commit yourself to a single standard and work with it to achieve all of your objectives. Whilst we have worked extensively with the Business Excellence Model - which encompasses all of the key elements addressed elsewhere - other standards have been very important in helping us achieve our success.
The EICC currently works with the following standards:
Geoff Fenlon continued: We have been very successful over the last few years, including being three-time finalists in the European Quality Award for small and medium enterprises (SMEs) - the only company ever to achieve this. We have also gained the highest total score in the Hospitality Assured Meetings for two consecutive years, and achieved the Green Tourism Business Scheme Gold award at the first time of asking.
We attribute this success to two key factors. One is the strategic importance that we attach to a complex mix of quality systems that allow us to test and evaluate every part of our business. The second, and arguable most important, is the buy-in from the whole company. Staff throughout the company have actively taken up the cause - when you have the entire company committed and moving in the same direction towards the same goals, anything can be achieved.
The Edinburgh International Conference Centre joined NSK Europe, Peterlee and St Mary`s College Londonderry on the podium to share their winning experiences with a packed audience of HR and TQM professionals.
Speaking at the Quality Scotland Winners Conference, in Edinburgh, the Centre revealed its strategy has enabled it to develop strong brand loyalty, extremely high customer satisfaction, low staff turn-over rates and absenteeism and increased profitability.
Human Resources and Total Quality Management Facilitator Geoff Fenlon commented: We were very pleased to be asked to speak at the Scottish Winners Conference because we are very keen to share our experience with others. People often ask how we have managed to be successful, and assume it is attributable to one quality standard or another.
In truth, we actually work with several different quality systems and their relative importance changes according to what we are trying to achieve. In our presentation, we were trying to combat a view that appears to be widely held, that you have to commit yourself to a single standard and work with it to achieve all of your objectives. Whilst we have worked extensively with the Business Excellence Model - which encompasses all of the key elements addressed elsewhere - other standards have been very important in helping us achieve our success.
The EICC currently works with the following standards:
- Investors in People
- ISO 9001
- ISO 14001
- Hospitality Assured Meetings
- Green Tourism Business Scheme
- Excellence through People
Geoff Fenlon continued: We have been very successful over the last few years, including being three-time finalists in the European Quality Award for small and medium enterprises (SMEs) - the only company ever to achieve this. We have also gained the highest total score in the Hospitality Assured Meetings for two consecutive years, and achieved the Green Tourism Business Scheme Gold award at the first time of asking.
We attribute this success to two key factors. One is the strategic importance that we attach to a complex mix of quality systems that allow us to test and evaluate every part of our business. The second, and arguable most important, is the buy-in from the whole company. Staff throughout the company have actively taken up the cause - when you have the entire company committed and moving in the same direction towards the same goals, anything can be achieved.
The Edinburgh International Conference Centre joined NSK Europe, Peterlee and St Mary`s College Londonderry on the podium to share their winning experiences with a packed audience of HR and TQM professionals.
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