Edinburgh International
Conference Centre
As Scotland's leading conference venue, the Edinburgh International Conference Centre (EICC) knows that providing a quality service for its customers and fulfilling business objectives is vital. Nonetheless it is unusual for a conference centre to choose integrated management, explains Hans Rissman, chief executive at EICC
Since opening its doors in 1995 the conference centre has established a reputation for professionalism, excellence and quality on a global scale. Positioned in the centre of a city rich with history, culture and heritage, the purpose-built structure is designed to give maximum flexibility for all types of occasions.
Although registered as a limited company, EICC was established using public funds and the City of Edinburgh Council remains the main stakeholder. EICC operates in the service sector and describes itself as an event management service and facility.
Big achiever
For EICC the quality process started in 1994, when the first operation team members were recruited. The excellence model was highlighted to them as an improvement approach through an MBA (student programme) at Edinburgh University, and the Scottish Enterprise Glasgow (Govan Initiative).
As a result, EICC was the first conference centre in the world to achieve certification to ISO 9001 and the first to be IIP accredited. In 2000, the conference centre was also certificated to its industry standard, hospitality assured meetings, which covers the ten areas of its operation and is used by over 1,500 venues. To date, the EICC remains the highest scoring venue in its industry.
The excellence experience
As the winner of the Quality Scotland Service Award in 2001 and a three-time EFQM European Quality Award finalist, the EICC has underpinned its entire operation, strategy and culture with the philosophy of the excellence model.
The excellence model was first introduced to senior managers who used it in their business-planning process and as a result won the Lothian Business Excellence Award. Excellence is compulsory for team leaders but optional for all other interested parties. Training is also very important and courses for excellence model training are constantly on the agenda. The plan is to increase the number of trained assessors by 2006.
The excellence model is now totally integrated into the business-planning process and continually improving the EFQM score is a major business objective for EICC. The only real barrier that has been experienced is the occasional difficulty in getting staff involvement. This is overcome through coaching and training.
The excellence model is not the only tool used to achieve the centre's aim for excellence. External recognition has been given for ISO 9001, ISO 14001, IIP, excellence through people, hospitality assured meeting, and the green tourism business scheme.
Various aspects of other quality initiatives have been utilized, including the balanced scorecard, quality circles, process management, 360-degree appraisals and cross-functional teams.
The environmental team
EICC believes its quest for excellence is exemplified by its commitment to six different quality standards covering all aspects of its operation. This process has revealed a number of trends that have enhanced the centre's operation. One of the key areas of business planning and development that has grown considerably over the last few years relates to environmental issues.
A cross-functional team was set up to investigate ways in which key objectives such as waste minimization, reduced energy and water consumption and alternative transportation could be met. Since this time, energy savings of over £50,000 have been made. In addition, paper savings of more than 50 per cent - and a 25 per cent reduction in waste per event - are just a few of the immediate benefits.
The future
The vision of the EICC is that by 2005, it will be recognized as a centre of service excellence and will always be one step ahead of client expectations. EICC is in the business of not simply running events, but of ensuring successful events. Since its opening, the centre has moved from a broad customer base to one that is more highly targeted. In serving this focused customer base, EICC has concentrated on providing a consistently high standard of bespoke service to its customers.
Below: The purpose-built structure of the EICC is designed to give maximum flexibility for all types of occasions.
About the author
Hans Rissman is CEO of the EICC and has over 25 years' experience
in the hotel and venue management industry. He is chair of IIP Scotland,
chair of the Hospitality Industry Trust bursary committee, and a director
of IIP UK and Scotland's Garden.
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