Service quality management in exhibition operations was the basis of the presentations by Fira de Barcelona, Messe Frankfurt GmbH and Messe Munchen GmbH. Fira de Barcelona’s winning entry focussed on complaint management in the exhibition sector.
Their programme’s objective was to eliminate 80% of complaints directly related to exhibitor services sales, improve exhibitor satisfaction and increase productivity in the customer service front office.
Data analysis footprints indicated that complaints in the stand building services sector were foremost, followed closely by furniture and power supply issues. By developing a proactive role for the operations technical office, establishing progress indicators, expanding the focus to the entire supply chain and implementing service level requirements in contracts, Fira de Barcelona succeeded in creating a ServQual Model whose responsiveness and reliability improved both employee and customer satisfaction.
UFI Operations Committee Chair Andreas Winckler (right) congratulates Fira de Barcelona’s Salvador Tasqué Diez (left) and Jordi Estruga Teixido (centre) for their winning service quality management programme.
