Excellence in management to improve training and education for the tourism sector

Relevant SDGs

Type of entity: SME

Good Practices link:

Since: 2005

Continuous improvement of the quality of our education, training and professional skill-building products has always been the rationale of Formagrupo, and is as such part of our shared values. In 2005, we understood that our goal should go further and should opt for the pursuit of excellence in the provision of our educational and training services; we therefore adopted the European EFQM Excellence Model as our guide in our future actions and strategies.

This decision was the result of a process of internal reflection which took into account the demands and expectations of our main stakeholders: our employees, students, the business and local communities. It is to them that we gear our best practices, both in our internal education and training processes and in the training services we provide other companies or the job-market training and integration activities we conduct for many entities, focusing especially on the tourism sector.

Our excellence management model promotes an analysis and the participation of these stakeholders in designing the educational activities and their methodologies. In this way, these meet the specific circumstances and needs of each professional, of each organization. Thus, we ensure a high level of transferring skills to the job, acting as a driver of change and improving employability and personal growth.

Our hope is that this best practice, which we keep active over time, will be exemplary of our contribution to the Sustainable Development Goal of providing society with inclusive and equitable quality education.

The application of the EFQM Excellence Model in management as an institution devoted to education and training in the tourism sector has enabled us over these years to establish an internal working system that has facilitated the introduction of the following processes and activities:

  • Stakeholders’ expectations in relation to their education and training needs are incorporated into the annual strategic reflection process undertaken by the management team, integrating those expectations into the operational plans.
  • Integrating new technologies and designing our own innovative educational and learning methodologies, such as the ObsFor® Method, based on prior observation and diagnosis, has been facilitated, which enables us to adapt at all times to the circumstances of each organization or the specific context of each tourist destination. This has allowed us to successfully complete tourism-related training projects in very different organizations and situations both in Spain and in Latin America.
  • There are internal controls in place to ensure the highest levels of quality in the education and training processes.
  • Different periodic monitoring and analysis systems covering the perception of the impact of the educational and training activities undertaken have been introduced to enable continuous improvement and to adapt to the challenges both of the company itself and of tourism.

Close alliances have been reached with very prominent players in the sector, in order to design and provide on a joint basis quality tourism-based educational and training opportunities in different destinations.

As part of our quality system, measuring the impact of the best practices for excellence in training is performed through monitoring indicators resulting from analysing the perception of Formagrupo’s stakeholders. These indicators reflect a very positive impact on the stakeholders, as shown in some of the most recent updated data in the EFQM 400+ Report on meeting their expectations:

  • Percentage of employees who receive tailored training in key skills for their jobs, measured in performance appraisals: 100%.
  • Indicator of customer satisfaction as a training company: 88%.
  • Indicator of student satisfaction with training courses: 87%.
  • Indicator of satisfaction with awareness-raising and skill-building for the tourism sector: 95%.
  • Formagrupo’s rating on the Klout index, which measures the brand’s level of influence on social networks, was on average higher than 61 points in 2015, at the level of the most important companies in the training sector.

Another fact that reveals the positive impact of the excellence is that the training-for-employment activities undertaken by Formagrupo have the highest rate of entrance into the job market in our autonomous community, according to data from the Asturias region’s Public Employment Service (2015).

In terms of positive impact on corporate reputation, in 2005 Formagrupo was the first training company in the Asturias region to earn the EFQM 200+ Committed to Excellence certificate, achieving the level of Excellence 300+ in 2009. Since then, continuous improvement plans have continued to be applied in managing the educational and training activities, which led to our obtaining the Four-Star Recognition for Excellence certificate in 2014, upon exceeding 400 points in the EFQM Model assessment. The current goal is to increase the level of excellence in the next audit, as a demonstration of our commitment to quality in training.

The best channel to ensure the competitiveness and sustainability of tourism organizations is by supporting and providing quality education, training and skill-building both to the people making up the organizations and to the community. In fact, this is considered the case in the Global Sustainable Tourism Criteria, which are part of the response from the tourism community to the United Nations Sustainable Development Goals.

We encourage companies linked to the tourism value chain to develop strategies and management models that pursue continual improvements in the quality of ongoing training and training for employment according to criteria of excellence, based on analysing the real interests of their employees, their customers and the communities where they operate.

Training which aims to enhance professional skills but also to offer learning and job opportunities to local residents, and foster responsible conduct and the spreading of the sustainable tourism culture.

buenas_01SDG talks
Formagrupo – The Ostelea School of Tourism & Hospitality


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