Zaragoza Turismo

Zaragoza Turismo consolidated in the quality sector

Zaragoza Turismo started in the field of Quality in 2002 and it became the first city in Spain achieving the -Q- for Tourist Quality granted by the ICTE( Spanish Tourist Quality Institute).

Once the Q was totally set and taking advantage of the experience acquired, Zaragoza Turismo fixed a new goal in this sphere: to achieve an international acknowledgement guaranteeing the Quality of our services.

So in 2004 Zaragoza Turismo contacted with AENOR (Spanish Association for Standardisation and Certification) to initiate the process corresponding to achieve the ISO Standard 9001:2000.

ISO Standard 9001:2000

ISO Standard 9001:2000 is the articular reflection of some procedures whose main aim is to improve the quality of products or services of a company with the purpose of the costumer or consumer remains satisfied.

ISO Standard 9001:2000 that has been adopted as a model to follow in order to obtain the quality certification gathers some requirements grouped in 5 sections:

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

Prior actions

We initiate the changeover by elaborating the documents required by the ISO 9001:2000.

Likewise, a Quality Committee was created, an interdepartmental body acting as Quality Manager whose aim is to coordinate and promote every required action to adopt corrective, preventive and/ or improve actions.

Internal Audit

The first Internal Audit of Zaragoza Turismo took place on 27 and 28 June and was in charge of an External Auditor of the company Qualitas; the aims of this audit were:

1. To check if the Quality Management System is set the requirements established in the reference standard UNE EN ISO 9001:2000
2. To check if the planned quality activities are fulfilled.
3. To evaluate the effectiveness  of the Quality Management System.

Departments or audited functions:

1. Management
2. System Management
3. Tourist Offices
4. Conference Office
5. Store
6. Purchase
7. Tourist Office of Torreón de la Zuda
8. Tourist Office at the Pilar Square
9. Tourist Office at Delicias Intermodal Station

Prior visit

Before the final Audit, the AENOR Audit Equipment visited our facilities previously on 28 and 29 September 2005 to analyse the documents prepared and to check the Quality Management System establishment.

As a result of the first visit, the audit equipment didn?t consider any doubtful point in the documents prepared but the establishment of the System.

The date of the final Audit was fixed on 28 and 29 November 2005 in just this first visit and every Department of Zaragoza Turismo undertook to rectify the comments done by the audit equipment of AENOR.

Final Audit

In general and as a summary of the audit, the audit equipment determined that -the application of a management system based on tourist quality rules to both key services of the body turned out to be beneficial-.

Finally, on 30 December 2005 AENOR sent to our offices a communication confirming that Turismo Zaragoza had obtained the Company Register Certificate and the user charge of the AENOR Company Register brand with the number ER-2025/2005, that shows the approval of our Quality System by the UNE-EN ISO Standard 9001:2000.

Future projects

One of the aims fixed by Zaragoza Turismo for 2006 was the unification of both Quality Systems, ISO and -Q -. They were two systems that had many points in common despite of some fundamental differences.

These coincidences proved that numerous duplications existed in the documentation as well as certain procedures that, in spite of their different ways of application, the result is similar or almost the same.
For this reason, we unified both Systems as far as possible so as to have a sole useful documentation for everybody.       

This unification has let to carry out a joint audit of the manuals, procedures and formats of the -Q- for Quality as well as the ISO Standard maximising thus our efforts and expediting the procedures.

Follow-up and Renewal Audits

The last follow up audit was carried out on the 22th and 30st of October, 2009. The quality systems and standards were analysed in order to verify their conformity with the officially stipulated requirements. They were found to be satisfactory and the Registered Company Certification was subsequently renewed.

Aenor Certificate

Access to TIC