The Nine Modules

Each module systematically emphasises the “human factor” and importance of actively engaging employees in the decision-making process and achievement of goals. The resulting increase in motivation and knowledge among employees has a corresponding impact on the loyalty of employees and customers at the same time.

Only with satisfied and loyal employees customer satisfaction can be achieved on a long-term basis and thus long-term customer relationships. This again positively influences revenues and the realization of profits for the organisation. A comprehensive communication structure across all levels assists this process and the learning effect results in fewer errors. The organisation thus experiences a systematic and continuous quality improvement in all areas.

Our quality management system:

1. Creation of a business philosophy with Vision, Mission, Key Standards, Business Model and – if desired - a reorientation of the Brand (see also quality academy)

2. Employee Selection and Orientation (see also talent-based selection)

3. Training, Certification and Evaluation

4. Communication

5. Employee Motivation

6. Empowerment

7. Measurement - internal and external guest satisfaction as well as all processes (see also mystery shopping)

8. Involvement of employees in decision-making process

9. Guest focus and marketing, with focus on individualized guest experiences