Quality Management forms a permanent link in the chain of tourism-related procedures at Hapimag. The satisfaction of our members and an increase in the efficiency of our internal processes are our ultimate aims.
Another important instrument for quality assurance at the Partner Service Center in Baar are member surveys that provide an indication of the quality of the services in Hapimag resorts. From 2006, new members are now interviewed by the sales agent after the consultation meeting to ensure that all core processes within Hapimag are integrated into the quality monitoring system.
A specific number of members selected at random complete these surveys via e-mail and direct entry on web pages. The evaluations are presented regularly to the Executive Board and all relevant management staff with recommendations for improvement.
A small separate questionnaire is available at each resort so that potential problems at the resort can be resolved quickly and efficiently. Each Resort Manager utilises this system to immediately implement measures as part of the continuous process of improvement (KVP).
Handling complaints
The Hapimag customer complaint handling system was institutionalised in 2004 and immediately assumed a predominant role. All staff at the resorts and in Sales were trained to adopt standard procedures in order to avoid or solve customer complaints directly on site.
The number of written customer complaints sent to out central offices decreased by approx. 25% between 2004 and 2005 and by 35% between 2006 and 2005.
Q-3 and ISO 9001-2000 confirmed for Swiss resorts
The certification for the existing quality management system ISO 9001:2000 was extended for another year following an audit carried out by the certification authorities.
The resorts in Ascona, Flims, Interlaken and Sörenberg will proudly bear the highest Swiss quality seal Q3 for another year.