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Abstract of important national and international activities and projects within the last years.
MOSQUAM - Interbranch tool for objectively checking and evaluating quality- and service-standards
Development of a multimedia and PDA-based tool for the "Mobile-Standard-Quality-Measurement" (MOSQUAM). The tool objectively and reliably checks the compliance with predefined quality- and service-standards in a function- and process-oriented way.
The repeatability of the checks (also anonymous in the form of mystery checks) helps to create comparable time series which document the process of development (improvements and deteriorations). MOSQUAM adresses to all service companies that are intrested in an objective and continously quality check. Allready hotels, airlines, cruise lines and tour operators are successfully using MOSQUAM.
EKubin - Interbranch program for measuring and evaluating the emotional customer retention
Development of an interbranch program for measuring, evaluating and indexing the emotional customer retention. Today customer retention is mandatory for the success of a company - but it is not sufficient. To enable comparisons between branches as well as comparisons of time series this benchmarking-tool has been developed. Besides the structuring of the current types of customers the tool also supplies interessting starting points for the optimization and strengthening of the emotional customer retention EKubin study (pdf in German)).
OSST - Software for automatically issuing personalized on-line travel price securing documents
Development of a tool for automatically issuing on-line travel price securing documents ("OSST - Online-Sicherungsschein-Tool") for the controlling of risk management, the optimization of processes and the reducing of costs. This is the first web-technology-based tool that digitally issues personalized travel price securing tools to travellers as PDF-document, instead of the often used - not really legal - blank travel price securing documents (more OSST (in German)).
Development of a complete back office system for a tour operator incl. booking engine
Development of a complete, modular-based and individually adujustable back office system incl. full booking path and engine for a tour operator and a touristic assosication.
Development of a comprehensive business game specialized on service companies
Development of the service specialized busines game BERYLLA as new, modern and interactive personnell development and further education tool. Due to its modular programming BERYLLA allows the simulation of any service oriented company. The default-service-scenario of BERYLLA Touristico is a touristic scenario simulating up to 5 travel agencies competing against each other on one market with up to 3 target groups.