Rhineland-Palatinate is one of the 16 federal states behind the ServiceQualität Deutschland (Service Quality in Germany) initiative. The eponymous quality management is particularly suited to small to medium-sized enterprises in the services sector, helping them further develop and improve their service. The standardised system consists of three successive tiers. Companies can earn Tier I, II or III certification, which is valid for three years and can be subsequently renewed.
Companies with ServiceQualität Deutschland certification are committed to providing exceptional customer or guest service. Friendliness upon arrival at the hotel, helpfulness in planning trips and providing expert advice when selecting an appropriate drink are but a few examples of the qualities that contribute to ServiceQualität. In addition, some of the quality-management objectives, such as improving the company’s internal processes and employee motivation, are not immediately apparent to the guest: it is only their ‘effects’ or outcomes that are ultimately perceptible.
In addition to the certification process for companies, certification as a ‘QualitätsStadt’ (Quality City) is also available for entire cities that assimilate the concept of ServiceQualität Deutschland.