Turismo achieves the ISO 9001:2008

Zaragoza Turismo consolidates its position in the quality sector

Zaragoza Zaragoza Turismo began its journey on the Quality path in 2002, becoming the first Spanish city to obtain the ?Q? mark for Tourist Quality granted by the ICTE (Spanish Tourist Quality Institute).

Having fully implemented the "Q? and tapping into the experience gained, Zaragoza Turismo set a new objective in this field: to achieve international recognition that would guarantee the Quality of our services.

Thus, in 2004, Zaragoza Turismo contacted AENOR (Spanish Association for Standardisation and Certification), starting the relative process for all its services to be certified according to the ISO standard 9001:2000 (Currently version 2008).

ISO Standard 9001:2008 is the embodiment of a series of procedures whose main objective is to improve the quality of a company?s products or services in order to achieve the consumer?s or customer?s final satisfaction.

ISO Standard 9001:2008, which has been adopted as a model to be followed to obtain the quality certification, includes a series of requirements that we can group into 5 sections:

  1. Quality Management System
  2. Management Responsibility
  3. Resource Management
  4. Service Provision
  5. Measurement, Analysis and Improvement

Preliminary Actions

We started the adaptation process, drawing up the documents required by ISO-9001:2008. The Quality Committee was also set up. This is an inter-departmental body acting as quality agent, which coordinates and promotes all the actions necessary to adopt corrective, preventive and/or improvement measures.

Internal Audit

The last internal audit of Zaragoza Turismo took place on 28 and 29 May and was carried out by the external auditor from the company, Qualitas: this audit had two main objectives:

  1. Verify that the Quality Management System implemented is in agreement with the requirements established in the reference standard UNE EN ISO 9001.20080.
  2. Verify that the planned quality activities are fulfilled.
  3. Assess the effectiveness of the Quality Management System

Departamentos o funciones auditadas:

  1. Management
  2. System administration
  3. Tourist Offices
  4. Convention Burea
  5. Warehouse
  6. Purchasing
  7. Torreon de la Zuda Tourist Office
  8. Plaza del Pilar Tourist Office
  9. Delicias Station Tourist Office

Preliminary Visit

Prior to the definite audit, the auditing team from AENOR carried out a preliminary visit to our facilities, on 28 and 29 September 2005 in order to analyse the documents drawn up and to verify the implementation process of the Quality Management System.

As a result of this first visit, the auditing team did not consider it necessary to make any observations to the documents drawn up, but they did make some observations regarding the implementation of the system. During this same visit, the date of the definite audit was set for 28 and 29 November 2005.

Definite Audit

In general, and as a summary of the audits, the auditing team concluded that "the application of the management system, based on the tourist quality regulation, to the two key services of the organisation has been beneficial?.

Finally, on 30 December 2005, AENOR sent a notification to our offices confirming that Zaragoza Turismo had obtained the Company Registration Certificate and the right to use the AENOR Registered Company Mark with number ER-2025/2005, which proves the agreement of our Quality System with Standard UNE EN ISO 9001:2000.

Unification of the Quality Systems

One of the objectives set by Zaragoza Turismo for 2006 was the unification of the ISO and "Q" Quality Systems. These two systems, although they have some substantial differences regarding some aspects, coincide to a great extent in many other –the majority- aspects.

These coincidences revealed the existence of a lot of duplication both in the documents and in certain procedures and that, despite being carried out in a different way in both systems, the result was the same or similar. Thus, following the observations made by the auditing team, our objective was to unify both systems as much as possible in order to achieve one single set of documents useful for both.

This unification has also enabled us to carry out a joint audit of the revision of the manuals, procedures and formats both of the ?Q? for Quality and of the ISO, thus making our efforts cost-effective and speeding up the different processes.

Monitoring and Renewal Audits

The last renewal audit was carried out from 14 to 15 June 2018 based on standard UNE EN ISO 9001:2008, when both the system and quality standards were analysed. It was verified that they continue to be in agreement with the requirements indicated by the standards and that the results were satisfactory, so the Company Registration Certificate was the renewed.

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Quality Policy

See information on the Quality Policy of Zaragoza Turismo

More information www.aenor.es