ASQC QUALITY STANDARDS
QUALITY IN TRAVEL SERVICE MANAGING TO STANDARDS

Description
Service excellence is an intelligent concept that creates an operating environment where everyone involved becomes a winner and the job becomes easier. Service excellence puts the travel agency and company's travel management on the same side and on the same team rather than being adversaries. Business becomes a partnership with a shared vision of where the travel management program is going, and it attains a realization that doing an excellent job is more satisfying than doing a mediocre job.

A quality service program that incorporates the key components presented here is easily recognized for its merit by others who do not understand the intricacies of the travel industry operations. Therefore, those who enter the quality service program can gain better recognition of their value to their respective companies.

Service excellence does not happen by chance. It must be deliberately planned and executed and all parties must be committed to accomplishing the necessary coordination, communication, training and corrective actions agreed to as part of a process.

Unfortunately, at this time, the usual situation is one that evolves when a company releases a request-for-a- proposal that the company believes describes what the company wants for their travel services. Then, the selected travel agency believes the proposal it submitted describes how they will meet those needs. Both parties sign an agreement and depart the ceremony with great expectations.

Usually, by the time six months have elapsed both sides are disappointed in the relationship and participants take sides in what can become an adversary situation.

To prevent this type of problem, both parties need to take the actions presented here to develop a program that meets expectations. In simple terms, the company clarifies its policy and what it expects the agency to do. The agency clarifies what is expected by the company, and after completing the service agreement trains it's staff to accomplish the specific operations. Both agree on measures of performance and conduct, periodic reviews of performance and the corrective actions to prevent repetition of the problems. Both parties seek continuous improvement.

SCOPE

This management standard delineates the basic principles, criteria, and practices for establishing, and carrying out Quality Assurance for Business Travel Service. The criteria offers a well-designed framework to help raise performance standards and expectations, and help in planning, training and assessment. The focus is on QUALITY (Customer Satisfaction), PEOPLE (Culture and Training), and PROCESSES (Methods and Documentation). To request a copy of the quality standard contact ACTE: [email protected]