Objectives of the "UFI Operations Award" competition
- To reward, the best exhibition industry initiatives connected to operations issues as they are related to the current competition theme.
- To give exhibition professionals the opportunity to exchange interesting and innovative ideas, concepts, techniques and knowledge to related operations issues.
- To honour those in the exhibition industry who have successfully implemented creative and results-oriented initiatives.
Fira de Barcelona wins 2012 UFI Operations Award
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.
Download the presentation