Acta turistica nova, Vol. 5 No. 1, 2011.
Izvorni znanstveni članak
HUMAN FACTOR QUALITY MANAGEMENT IN HEALTH TOURISM
Mato Bartoluci
Draženka Birkić
Sažetak
The topic of this paper was human
factor quality management for the purpose of
achieving the quality of products and services in
health tourism.
In Croatia, health tourism is mostly practised
in spas and special hospitals. The total of 6,618
beds and approximately 4,500 employees have
been registered, in that about 50% of employees
have secondary education, whereas only about
10% have higher education. Nowadays health
tourism participates with only 1% in the total
tourism revenue of the Republic of Croatia which
represents a very small share; however, the total
economic and social effects are much bigger.
The existing structure of personnel working in
health tourism cannot be considered as satisfactory,
with respect to the present and future needs, for
the increasingly more demanding and sophisticated
consumer—guest. Health-tourism centres, which
take care of achieving a high quality of their offer,
must pay attention to and invest into education
of its experts which is closely connected with the
quality management. Education and motivation
of employees must be conducted throughout the
whole working period of employees. This paper
aimed at explaining how to achieve this through the ISO 9001 Quality Management System standard.
Due to this education segment, if the requirements
of the ISO 9001 Quality Management System are
not met, the standard will remain a dead letter and
neither the high quality of products and services
nor the positive effects of implementing the Quality
Management System will be realised. The results in
health tourism depend primarily on the quality of
medical and other experts.
The aim of this paper was to point to the necessity
and the ways of managing the human factor
in health-tourism centres for the purpose of
achieving the quality of services as well as the
business excellence of a health-tourism centre.
Ključne riječi
health tourism Quality Management System; quality and efficiency of human factor
Hrčak ID:
107024
URI
Datum izdavanja:
11.5.2011.
Posjeta: 3.304 *