UHPA is the first professional association in the world whose members decided to implement the ISO quality management standard using the so-called multi-site principle. A successfully implementedquality management system based on the ISO 9001 standard and operating in accordance with its requirements is a commonly accepted as a means to ensure both customers and partners receive the expected level of quality in products and services.
In cooperation with Lloyd Register Quality Assurance, UHPA launched the project to implement the ISO 9001 standard in quality management in 2012 with the aim of improving agency operations and making them more competitive. UHPA successfully ran the project from 2012 to 2020 and its activities included regular training sessions, workshops and seminars on: quality and ISO 9001 planning, customer relations management and improving quality systems. The project also included regular internal audits of certified agencies and continuous monitoring of the joint quality management system.
Quality management helps companies better understand and monitor customer needs, to achieve a higher level of customer satisfaction and trust, more efficient operations, to increase company productivity and profitability, to improve internal communication and to achieve continued growth and progress.
This UHPA project gained recognition from the Ministry of Tourism – several activities were co-funded by the Ministry through a public call for tourism trade associations. Two training cycles were organized and more than 70 members certified. The Association of Croatian Travel Agencies together with forty of its member agencies successfully renewed their ISO 9001:2008 standard quality management system certificate and transitioned to the ISO 9001:2015 standard. The certification was carried out by Lloyd's Register Quality Assurance.