Quality Assurance - Quality Assurance Overseeing Committees

Quality & Standards is a constantly evolving element of VisitScotland operations. The five separate Quality Assurance(QA) Scheme Overseeing Committees play a key role in this.

This important set-up was praised in the October 2000 PricewaterhouseCoopers VisitScotland Management Review as an example of "open and healthy communications" with the contact welcomed by the industry.

Every QA scheme run by VisitScotland is developed in partnership with the trade, whose input through membership of the Overseeing Network structure reflects every sector involved. The Scottish Consumer Council also plays a part. The idea is to sustain a vibrant and decisive forum where VisitScotland, the trade and consumers meet and consult on the ''principle and practice'' of the QA schemes to achieve constant improvements. Problems can be thrashed out, new ideas explored and decisions taken which reflect the needs of the trade.

Role of the Committees
There is a recognition that the overseeing role of the committees may still remain anonymous to some people in the various sectors, and their existence needs to be promoted more loudly. They are more than talking shops - they can make recommendations and produce valid opinions, which play a major part in decisions on major issues such as grading criteria, and how the schemes operate.

Their members, usually nominated by individual trade organisations, have their ears to the ground, and ensure that trade opinions play a major part in the activities of the department responsible for Quality Assurance. The solid working relationship between the partners on the Overseeing Committees and VisitScotland produces solutions which can benefit the trade.

If VisitScotland wants to alter a grading system, the Committee is involved so that decisions are not made without the fullest consultation and discussion. They are one direct means of VisitScotland's consultation with the trade and it is important that operators are aware of this strong representative body which can act in their best interests.

One of the reasons that the groups may not be known to all operating in particular sectors, may be that not everyone belongs to a trade association to whom the committees report. Overseeing Committee members believe the structure helps breakdown any 'them and us' stance, which those not aware of the Committee's work may occasionally feel in the tourism industry in Scotland.

The five Overseeing Committees cover the following sectors:

The Quality Assurance Scheme
The Quality Assurance system in Scotland has many admirers at home and abroad since the first quality-driven grading scheme was introduced in holiday parks almost 20 years ago. Consumer research in 1999 also revealed that 90 per cent of visitors agreed that the accommodation they booked matched their expectations in terms of VisitScotland star ratings.

The grading system is constantly evolving to benefit both trade and consumer and this should ensure that Quality Assurance will continue to enjoy a starring role. VisitScotland recognises the need to work with the industry as the individual operators are best placed to know what customers expect and demand.

Raising awareness of the Overseeing Committee structure via visitscotland.org is intended to allow the trade to bring forward views, problems and thoughts by contacting either VisitScotland directly on 01463 723040 or email - qainfo@visitscotland.com or one of the representatives on the Committees.