HIGH STANDARDS BREED CONFIDENCE COMMENT
Geoff Donaghy, Group Director – Convention Centres, AEG Ogden, highlights how quality standards can raise a convention centre’s profile
At a time when global competition among convention centres and destinations is more intense than ever, centres need to differentiate themselves. One way to do this is by demon- strating adherence to the highest and most relevant management standards. This not only raises awareness of an advantage to increas- ingly discerning clients, but also provides owners with confidence that the centre is being managed efficiently and cost-effectively. It is for these reasons that we adopted the
AIPC Quality Standards programme for AEG Ogden’s international convention centres. Four of our facilities (Brisbane, Cairns, Darwin and Kuala Lumpur) have achieved gold certification over the past two years. Others, including Qatar National Convention Centre and the upcoming Oman Convention & Exhibition Centre, are fol- lowing suit as they come on-stream. The Quality Standards (QS) designation is
only achieved through an exhaustive audit of all major factors in convention centre manage- ment carried out by an independent business process auditor. This is a rigorous, but reward- ing, process that challenges our managers to achieve the very best in their respective opera- tions. Having identified the importance of the designation itself, we have discovered that the process also offers numerous additional benefits that complement those we receive through the pursuit of other accreditations, such as ISO and environmental standards. These advantages have been identified in a variety of ways by our centre managers. In Darwin, the benefits have included the incr-
eased credibility of the centre within the local community and enhanced pride among staff. “The QS audit’s gold certification not only
validates our capability to provide world-class standards, but has also inspired staff to keep doing well and be proud of their association
with the convention centre and AEG Ogden,” said General Manager Malu Barrios. “This has resulted in increasing loyalty and the centre’s recognition as a preferred employer.” At Cairns Convention Centre, General
Manager Ross Steele believes QS accredita- tion is a logical complement to the centre’s AIPC Apex Award for World’s Best Conven- tion Centre and that it validates the recogni- tion in a visible, ongoing form. “To have achieved gold status is acknowl-
edgement of just how well the team meets the expectations of both our clients and our own- ers,” said Steele. As the first centre in Malaysia to receive a
certification of this kind and as a member of an exclusive global ‘club’, these accolades brought big gains for the Kuala Lumpur Convention Centre. General Manager Datuk Peter Broken- shire says: “The certification recognises the way our team performs within every aspect of the business and is a source of pride.” Brisbane Convention & Exhibition Centre
INCLUDE INCREASED CREDIBILITY OF THE CENTRE WITHIN THE LOCAL COMMUNITY
BENEFITS COULD 58 /
General Manager Bob O’Keefe says the AIPC gold accreditation adds stimulus and cre- dence to its strategic direction and is impera- tive in a very competitive global marketplace. The standards’ programme enables centres
to achieve consistently high management qual- ity while recognising the reality and importance of highly variable operating environments. We know that in order to meet the diverse
interests of both clients and delegates, centres these days need to make a unique statement that reflects their destination, culture and distinguishing features. At the same time, it is important to maintain the consistency and quality that address international expectations. We have found that the AIPC Quality Stand-
ards programme offers the flexibility, which is why it is now a key element in our strategy.
Geoff Donaghy is the Group Director – Convention Centres of AEG Ogden and Vice-President of the International Association of Congress Centres (AIPC), a pre-eminent international association of convention centres. AIPC is committed to encouraging and recognising excellence in convention-centre management. Its programmes are directed toward enhancing the profile and performance of its members and their purpose-built facilities whose primary purpose is to accom- modate and service meetings, conventions and exhibitions. The AIPC is a global network of over 170 leading centres in 54 countries with the active involvement of more than 850 management-level professionals. For further information, please contact
marianne.de.raay@
aipc.org or visit
www.aipc.org.
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