7. Culture of Quality and Tourism Development

Who we are and what we offer

The Tourism Quality Plan (PQT)

 For the drafting of a Tourist Quality Plan that could favor the tourist development of a territory, I propose a methodological approach in 2 phases.

The first phase (Start Up phase) should make it possible to implement, relatively quickly, actions aimed at improving the tourist offer.

The second phase (Continuous Improvement Phase) should allow to consolidate what was undertaken during the first phase by implementing a process of continuous improvement.  

 Let's start from the definition of Quality.

 Quality: Capacity of a set of characteristics inherent to a entity to confirm the expectations referable to it by all stakeholders

 Wanting to talk about Quality referring to Tourism (I reported the definition of Tourism in one of the previous articles) it is necessary to identify the following elements:

• Entity related to tourism
• Interested Parties (who expresses expectations or needs) according to the entity related to tourism

 Subsequently, it is also necessary to identify:

• Factors and related indicators through which the expectations (or needs) of the various interested parties will be confirmed

 Having to define a Piano of the Qquality Turistics (PQT), it is necessary to take a photograph of the state of the art of the situation of the Territory taken as reference to which we want to apply the Tourist Quality Plan, which at this point we could also call Piano of Stangle Turistic Territorial (PSTT). Such a picture is easily obtained by carrying out an initial analysis of what are called Strengths, Weaknesses, Opportunities and Threats. This analysis is better known as SWOT analysis

 Start Up phase

1. Initial identification of the elements involved (Entities and Interested Parties)
2. Initial analysis (Swot)
3. Identification of Factors and related measurable indicators

 Let's analyze point 1:

1) Initial identification of the elements involved (Entities and Interested Parties)

1.1 Identification of entities related to tourism (who we are and what we offer)

It is a question of identifying all those entities that must satisfy the needs or confirm the expectations of the interested parties. Below is an example and non-exhaustive list:

 a) Tangible Cultural Heritage

• Goods of historical and artistic interest (monuments, museums, literary parks, etc.)
• Archaeological heritage
• Landscape assets

b) Intangible Cultural Heritage

• Cultural events and initiatives of tourist interest (religious, folk, food and wine, entertainment)
• Food and wine products
• Handicraft products
• Elements of historical identity

For the identification of the Cultural Heritage (tangible and intangible) it is appropriate to refer also to those official tools that can provide a first approach to cataloging (Ex: Register of Intangible Heritage and Places of Memory, Linked Cultural Heritage, Network 2000, Unesco sites, DOP, IGP, PAT, etc.).

The mapping of the Cultural Heritage of the Territory (what we offer) is a necessary but not sufficient condition, it will be necessary, in defining the subsequent Territorial Tourism Development Plan, to carefully evaluate what is really spendable in terms of tourist offer (attractive resources) and this will be done in relation to the degree of usability, the ability to create "critical mass" together with the attractions and potential offered by the territory and by a considerable amount of variables, not always easily manageable.  

1. c) Structures of the tourism sector

• Accommodation
• Catering facilities
• Entertainment facilities
• Tour operators
• Touristic guides
• Cultural operators

1. teeth

• Local public structures,
• Regional public structures
• National public structures,
• Superintendence,
• other

 e) Infrastructures

• How to move in Naples
• Transportation
• other

Ignazio Caloggero