Inventory of practices and tools currently used by tourist offices within the framework of Qualité Tourisme

To everyone's "NO" surprise, Sophie Durdilly confirmed that Excel is indeed the number one tool used by Tourist Offices to manage their Quality approach! 

Since 2019, tourist offices have been able to use the DGE platform to carry out their own Qualité Tourisme self-assessment.

On the operational side, i.e. the day-to-day approach, we've hit rock bottom!A real "pain in the ass" for the Tourist Office quality manager! Excel spreadsheets at best, the paper version of the repository with annotations at worst, and in between, a storage space in the Cloud.

Why aren't Excel and a simple Cloud enough? What are their limitations? 

Maintenance of quality tools

• If you multiply your action plan by the number of offices, then if there are updates to the repositories, you have to update all the different media multiple times. Maintenance costs increase with the number of offices! And in order to keep up to date - which is essential in a quality approach - the quality manager finds himself with a mountain of additional tasks that add no value to his work and take him away from his main mission, which is to lead the approach and improve the quality of services. 

Measuring progress to track progress

• According to Sophie, there are currently no automated Excel tools to measure progress over time, to see where you are in real time, in terms of the evaluation score and the actions implemented.

Links between tools 

There is no link between the different tools used internally by Tourist Offices: a repository on the one hand, an action plan on the other, at best (still) a shared space on the cloud...

After a rather "gloomy" assessment of the situation - suggesting the difficulty and frustration of the Quality Manager, because he can't carry out his mission and "get the team on board" as he'd like...

We presented the AnCodea software in a multi-site quality management context.

>> ANCODEA QUALITY SOFTWARE FOR MULTI-SITE TOURIST OFFICES

We began by introducing the concept of multiple assessments as part of multi-site quality initiatives.

A feature we've developed to make it easier to manage quality processes when you have several sites - in the case of this presentation, several tourist information offices. Here are the ++ features, according to Sophie:

• NOTATION, in real time, no need to wait until all criteria have been met
• REFERENTIAL NAVIGATION, for immediate access to a particular point in the reference system you wish to work on, which is very useful when working on reference systems with more than 100 criteria!
• MULTIPLE EVALUATION (remember, this was the subject of the webinar!) with all office responses at a glance. No more multiple criteria, with AnCodea you get a global view rather than one per office, since everything is based on the same evaluation. The same criterion is ticked off for each office. According to Sophie, as far as she knows, no other tool gives you an overall view by office. This is all the more interesting when the teams don't rotate, when you don't have a team dedicated to an office.
• JUSTIFICATION MANAGEMENT to centralize the evidence that can be associated with each criterion

Group mode

• A way of working as a team, enabling each team member to work on the same tools, while knowing who does what and when!

The report

• A tool that enables the quality manager to draw up reports reports directly on AnCodea, which can then be integrated into the Tourist Office's evaluation report.

The action plan

It's worth noting that on AnCodea, the action plan can be managed in shared or collective mode. Of course, there's no risk of any team member deleting a justification or action. As Sophie rightly pointed out, the quality manager can rest easy, as there are enough "safeguards" in the application to ensure that the quality manager has total control over his AnCodea quality platform and the process in general. As for the action plan, Sophieparticularly appreciated : 

1. AT A GLANCE, everyone can see who's doing what and where the action is.
2. WE KNOW WHO'S IN CHARGE, which is very important in the quality approach, because we know who's managing what action and what stage it's at.
3. THE GANTT CHART

Multi-site assessment report

• A complete report with MULTI-BUILD ANALYSIS STATEMENTS specifically developed to facilitate quality measurement in a multi-site context, with comparisons of responses and results at current or past dates, and data consolidation.