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UHPA: 40 travel agencies gain ISO 9001:2008 certification UHPA Successfully sent to your email address. Error occured. Please try again or contact administrator at uhpa@uhpa.hr. This makes them the first in Croatia to obtain certification for their quality systems through mutual cooperation and networking via trade association. The certificates were handed to the Association of Croatian Travel Agencies (UHPA) and its members by Darko Lorencin, Croatia's Minister of Tourism Forty travel agencies of the Association of Croatian Travel Agencies (UHPA), as well as the UHPA's office, have implemented quality management system based on the international standard ISO 9001:2008, which makes UHPA the first trade association in the tourism industry to gain the certificate and one of the few associations of travel agencies in Europe and the world whose members have obtained the certificate through joint working and cooperation. The agencies which meet the ISO standard and implement a certified quality management system show a commitment to continuous improvement in service quality. Moreover, travel agencies show true dedication to servicing clients’ and customers’ needs and wishes. Therefore, the implementation of quality management systems was supported by the Ministry of Tourism of the Republic of Croatia. The certification ceremony was held on September 8, 2014 in Zagreb, and the ISO 9001:2008 certificates were handed to forty agencies, members of UHPA, and to the UHPA trade association by Darko Lorencin, the Minister of Tourism. Addressing the ceremony, Mr. Lorencin said: “The fact that the umbrella association of travel agencies – UHPA and its 40 members have gained this international recognition of the quality of work is a giant step towards even more professional and high-quality business operations of Croatian travel agencies, and a step towards the further development of Croatian tourism industry. Tourism workers are very important for a tourism success story and the employees of travel agencies are often the first points of contact many tourists have with a destination. Therefore, their professionalism and the quality of their work are the key factors in the tourism industry. Having a quality certification is important not only when applying for various projects, but also very significant from the marketing perspective when communicating with customers and partners.” The President of UHPA, Mr. Boris Žgomba, greeted the members and guests in attendance and emphasized the benefits of implementing quality management systems: “Achieving the ISO standards means making a commitment not only to maintain high quality services and quality management systems, but also to continuously work on upgrading and improving them. ISO 9001:2008 is a mark of professionalism and an international quality standard, equal and measurable in every country and on every continent. I am glad that colleagues and agencies recognized the importance of the ISO standard and that all of us together, in a joint effort via the association have decided to apply for the certification. These standards have been set for the benefit of all of us and for the improvements in our profession. This is one step further in business operations and a step towards increasing the competitiveness of Croatia as a tourist destination. We have set high standards which is a great motive force for continuous work, development and progress.” Project ISO 9001:2008 continues in September UHPA launched the ISO certification project in 2012, together with the certification company Lloyd’s Register Quality Assurance and the consultant company IQ Ltd. Addressing the ceremony, Ivan Čupić, a representative of the certification company Lloyd’s Register Quality Assurance said: “The implementation of quality management systems in travel agencies helps agencies fulfill the present and future needs of their clients in an effective and efficient way and ensures that the products and services meet the demands of clients, as well as legal demands. The Association of Croatian Travel Agencies, supported by the Ministry of Tourism, will continue with the project, i.e. the certification of travel agencies based on the ISO 9001:2008 quality management system, in September 2014. Preparatory training courses for lead auditors are organized at the moment and applications of travel agencies for participation in the project will be accepted soon. This project, as well as the travel agency specialization project which is also supported by the Ministry of Tourism, should guarantee a high level of business ethics, responsibility and a continuous effort of travel agencies to meet the interests of their clients. Here's what our agencies say about ISO: “Even though we obtained ISO standard certification quite recently, it has become very important for our business operations. Not only did it enable us to centralize our knowledge, skills and work instructions, but it also increased the level of internal business quality, as well as our customer relationship management. We think that the continuation of implementing quality systems will provide the foundation to better customer and staff satisfaction and faster and more focused improvement”. Mate Balić, Adriagate d.o.o. Our guiding principle for implementing the ISO certification was to become a competitive service provider and a reliable partner in the tourism market”. Anamarija Pustijanac Vinković, Arlen turizam d.o.o. “With the implementation of ISO standard we managed to plug the holes which had been creeping into our complex organizational structure. Sometimes it may seem that everything is in order and well functioning – ISO has helped us to ensure that this is the case by overcoming some hurdles which we were not able to recognize ourselves. We can see the positive effects it had on all our employees and the results of a new business strategy are noticeable even in this short period of implementation”. Ivan Pukšar, Kompas Zagreb d.d. “Each and every one of us must choose its own working style. There is nothing left for small travel agencies, whose ambition is to use their quality in order to climb the ladder of European and world markets, but to dedicate themselves to certification models. One of the main certification models on this path is ISO 9001:2008. The implementation of ISO system has erased all doubts about how to approach clients, suppliers, business partners and associates. A clear-cut formula for arranging paperwork and defining relationships between travel agency and other entities have led to a positive clarification of relationships, speeded up assignment execution which gives the impression that everything is in order and under control”. Maria-Gracia Baćac, M-G Express d.o.o ISO 9001:2008 certification have been obtained by the UHPA's office and the following forty members: A.T.I. d.o.o., Pula; Adriaday, Opatija; Adriagate d.o.o., Split; Adriatic Explore d.o.o., Dubrovnik; Anastasia d.o.o., Šibenik; APP turizam - travel agency, Požega; Ariella d.o.o., Umag; Arlen turizam d.o.o., Poreč; Atlantis travel d.o.o., Zagreb; Atlas Trogir DMA d.o.o., Trogir; Aventur d.o.o., Trogir; Biokovo Active Holidays d.o.o., Makarska; Božilov Dubrovnik Travel d.o.o., Dubrovnik; El-pi tours d.o.o., Malinska; Fiore d.o.o., Poreč; F-tours putovanja d.o.o., Split; Huck finn d.o.o., Zagreb; Katarina line d.o.o., Opatija; Ka travel d.o.o., Karlovac; Kompas Zagreb d.d., Zagreb; Mag Tours d.o.o., Šibenik; Marbis d.o.o., Koprivnica; Maricom d.o.o., Pag; M-G express d.o.o., Kanfanar; Mondo travel d.o.o., Zagreb; Orion tours d.o.o., Đakovo; Orvas d.o.o., Split; Petros d.o.o., Zagreb; Pražen putovanja d.o.o., Brodarica; Radmanove mlinice - Kaštil Slanica, Omiš; RB travel d.o.o., Rijeka; Receptiva Opera d.o.o., Donja Stubica; Sea Gate, Trogir; Super Tours d.o.o., Dubrovnik; Šiloturist travel agency, Šilo; TerraNautika d.o.o., Dubrovnik; Travelana d.o.o., Rijeka; Uniline d.o.o., Pula; Varaždintours d.o.o., Varaždin; VMD travel agency d.o.o., Zagreb. (is,bg,np)
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UHPA: Četrdeset turističkih agencija dobilo certifikat ISO 9001:2008 UHPA Članak je uspješno poslan na upisanu adresu. Greška prilikom slanja, molimo pokušajte ponovo. Time su postali prvi u Hrvatskoj koji su do certificiranja sustava kvalitetom došli zajedničkim radom i umrežavanjem preko strukovne udruge. Certifikate je Udruzi hrvatskih putničkih agencija (UHPA) i članovima uručio Darko Lorencin, ministar turizma Četrdeset turističkih agencija Udruge hrvatskih putničkih agencija (UHPA) s uredom UHPA-e u svoje poslovanje uvelo je sustav upravljanja kvalitetom prema međunarodnoj normi ISO 9001:2008 čime je UHPA postala prva strukovna udruga u turizmu u Hrvatskoj sa spomenutim certifikatom i jedna od rijetkih udruga turističkih agencija u Europi i svijetu čiji su članovi zajedničkim radom i suradnjom stekli spomenuti certifikat. Prihvaćanjem ISO standarda i uvođenjem certificiranog sustava kvalitete agencije pokazuju posvećenost prema stalnom unapređenju kvalitete usluge, ali time je još važnija stvarna posvećenost turističkih agencija prema željama i potrebama svojih kupaca i korisnika usluga. Stoga je uvođenje sustava upravljanja kvalitetom podržalo i Ministarstvo turizma Republike Hrvatske. Svečana dodjela certifikata ISO 9001:2008 za četrdeset članova UHPA-e i UHPA-u, kao strukovnu udrugu, održana je 8. rujna 2014. godine u Zagrebu, a certifikate je agencijama i uredu UHPA-e uručio ministar turizma Darko Lorencin koji je tom prilikom kazao: „Činjenica da je krovna udruga putničkih agencija - UHPA, kao i 40 članica dobilo ovu međunarodnu potvrdu kvalitete rada, odličan je korak ka još kvalitetnijem i profesionalnijem radu turističkih agencija u Hrvatskoj, pa tako i još kvalitetnijem razvoju turizma u Hrvatskoj. Turistički djelatnici vrlo su važni za uspješnu turističku priču, a djelatnici turističkih agencija i turoperatora često su prvi kontakt turista s pojedinom zemljom te su stoga njihova profesionalnost i kvalitetan rad ključni u turizmu. Posjedovanje certifikata kvalitete važno je i pri apliciranju na razne projekte, ali je značajno i s marketinškog aspekta pri komunikaciji s kupcima i partnerima.“ Predsjednik UHPA-e Boris Žgomba pozdravio je prisutne članove i goste te je istaknuo prednosti uvođenja sustava kvalitete u poslovanje: „Dobivanje ISO standarda znači i preuzimanje obveze i to ne samo na održavanju visoke razine usluga, kvalitete i internih sustava upravljanja nego i njihovog stalno unapređivanja i poboljšavanja. ISO 9001:2008 je oznaka profesionalnosti i međunarodno prepoznatljivih normi kvalitete, koje su podjednake i mjerljive u svim zemljama i na svim kontinentima. Drago mi je da su kolege, agencije, prepoznale važnost ISO normi i što smo svi zajedno, putem udruge, pristupili certificiranju. Ovi standardi su za dobrobit svih nas i unapređenje struke. Ovo je još jedan iskorak u poslovanju i podizanju konkurentnost Hrvatske kao destinacije. Sami sebi smo postavili visoke standarde koji su veliki motiv za konstantan rad, razvoj i napredak.“ Projekt ISO 9001:2008 nastavlja se u rujnu Projekt ISO certifikacije UHPA je pokrenula 2012. godine s certifikacijskom kućom Lloyd's Register Quality Assurance i konzultantskom tvrtkom IQ d.o.o. te je okupljene članove pozdravio i Ivan Čupić iz certifikacijske kuće LIoyd's Register Quality Assurance: „Primjena sustava upravljanja kvalitetom u turističkim agencijama pomaže agencijama pri ispunjavanju sadašnjih i budućih potreba svojih klijenata na učinkovit i djelotvoran način, te osigurava da proizvodi i usluge dosljedno ispunjavaju zahtjeve klijenata kao i zakonske zahtjeve.“ Udruga hrvatskih putničkih agencija, uz podršku Ministarstva turizma, nastavlja projekt certificiranja turističkih agencija prema sustavu upravljanja kvalitetom ISO 9001:2008 i u rujnu 2014. godine. U tijeku su pripremni tečajevi za vodeće auditore, a uskoro će krenuti i prijave turističkih agencija za sudjelovanjem na projektu. Ovaj, kao i projekt specijalizacije turističkih agencija, koji UHPA također provodi uz podršku Ministarstva turizma, trebao bi garantirati visoku razinu poslovne etike, odgovornosti te stalnu brigu turističkih agencija o interesima svojih potrošača. Predstavnici agencija koje su se odlučile na implementaciju sustava upravljanja kvalitetom ISO kažu kako im je već donio određene pogodnosti: „Iako smo tek od nedavno ponosni vlasnici certifikata ISO standarda, već sada je izuzetno bitan za naše poslovanje. Ne samo da nam je omogućio da centraliziramo znanje, vještine i radne upute, nego je i podigao kvalitetu kako internog poslovanja, tako i našeg odnosa prema kupcima. Smatramo da ćemo se uz nastavak primjene standarda brže, kvalitetnije i usmjerenije razvijati na zadovoljstvo djelatnika i kupaca.“ Mate Balić, Adriagate d.o.o. „Naša misao vodilja pristupanja ISO certifikaciji je bila da budemo konkurentan ponuđač i pouzdani partner na turističkom tržištu.“ Anamarija Pustijanac Vinković, Arlen turizam d.o.o. „Uvođenjem ISO standarda uspješno smo „zakrpali“ rupe koje su se znale potkrasti u našoj složenoj organizacijskoj postavi. Unatoč tome što mislite i sigurni ste da je sve posloženo i da funkcionira – ISO nam je pomogao da stvarno tako i bude premostivši neke prepreke koje sami nismo mogli uočiti. Pozitivan utjecaj izvršen je na sve djelatnike, a rezultati novog načina poslovanja itekako su vidljivi već i u kratkom razdoblju primjene.“ Ivan Pukšar, Kompas Zagreb d.d. „Svatko od nas mora se opredijeliti za određeni stil rada, a za manje agencije, čija je ambicija kvalitetom se uspinjati na ljestvici europskog i svjetskog tržišta ne preostaje ništa drugo nego se posvetiti modelima certificiranja, a jedan od glavnih na tom putu je ISO 9001:2008. Implementacija sustava ISO riješila je sve nedoumice kako i na koji način se postaviti prema klijentima, dobavljačima, poslovnim partnerima i suradnicima. Kristalno jasna formula za sređivanje papirologije i definiranje odnosa između turističke agencije i ostalih dionika, dovela je do pozitivnog raščišćavanje odnosa, povećala brzinu izvedbe zadataka te je izazvala osjećaj da je konačno sve pod kontrolom i u najboljem redu.“ Maria-Gracia Baćac, M-G Express d.o.o Certifikat ISO 9001:2008 dobio je ured UHPA-e i sljedećih četrdeset članova: A.T.I. d.o.o., Pula; Adriaday, Opatija; Adriagate d.o.o., Split; Adriatic Explore d.o.o., Dubrovnik; Anastasia d.o.o., Šibenik; APP turizam - travel agency, Požega; Ariella d.o.o., Umag; Arlen turizam d.o.o., Poreč; Atlantis travel d.o.o., Zagreb; Atlas Trogir DMA d.o.o., Trogir; Aventur d.o.o., Trogir; Biokovo Active Holidays d.o.o., Makarska; Božilov Dubrovnik Travel d.o.o., Dubrovnik; El-pi tours d.o.o., Malinska; Fiore d.o.o., Poreč; F-tours putovanja d.o.o., Split; Huck finn d.o.o., Zagreb; Katarina line d.o.o., Opatija; Ka travel d.o.o., Karlovac; Kompas Zagreb d.d., Zagreb; Mag Tours d.o.o., Šibenik; Marbis d.o.o., Koprivnica; Maricom d.o.o., Pag; M-G express d.o.o., Kanfanar; Mondo travel d.o.o., Zagreb; Orion tours d.o.o., Đakovo; Orvas d.o.o., Split; Petros d.o.o., Zagreb; Pražen putovanja d.o.o., Brodarica; Radmanove mlinice - Kaštil Slanica, Omiš; RB travel d.o.o., Rijeka; Receptiva Opera d.o.o., Donja Stubica; Sea Gate, Trogir; Super Tours d.o.o., Dubrovnik; Šiloturist travel agency, Šilo; TerraNautika d.o.o., Dubrovnik; Travelana d.o.o., Rijeka; Uniline d.o.o., Pula; Varaždintours d.o.o., Varaždin; VMD travel agency d.o.o., Zagreb. pdf prezentacija s dodjele dostupna je ovdje