Knowledge Base

Alpenresort Schwarz - Austria

How to develop the organizational culture to achieve excellent results

This case study focuses on the results achieved by the Alpenresort Schwarz, a 5-star alpine spa & Golf resort in Tyrol in Austria that was EFQM Excellence Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People" in 2013.

Development and learning from employees

Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

There is a well-developed recruitment process and a thorough induction programme, aimed at ensuring that new employees are developed to fit with the resort ethos.

Ability to change via employee involvement

Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

Alpenresort Schwarz is using two way of implementing improvements; one way is organised via four Project teams (Guest, Health, Schwarz inside and Green Schwarz flower) and PUPE sessions inside departments and units.

Living the Values

Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

The Pirktl family has developed the resort Mission, Vision and Values with involvement from all Alpenresort Schwarz department and unit leaders, deputies and the project team leaders. The Pirktl family and all leaders with more than two employees undertake annual leadership feedback reviews. The evaluation is clearly linked to the organisation Values and Strategic Themes and Objectives.

Strategic Partner Program

Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

Alpenresort Schwarz has achieved long term beneficial relationship with (strategic) partners and suppliers based on mutual trust, respect and openness. This has been achieved through the use of an internal supplier rating system that is shared with the partners.

Think Guest and show heartiness

Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

The Guest is at the centre of all that Alpenresort Schwarz represents. The facilities, the ranges of offers to the Guest profile and, in particular, the focus on the Guest is exemplary - they are invited to become a part of the “family” operational ethos; employees continuously “Think Guest” and show Heartiness.

creating confident communities

Wakefield District Housing - United Kingdom

2013 EFQM Prize Winner in "Adding Value for Customers"

Wakefield District Housing (WDH) is one of the UK’s largest housing associations, being responsible for 31,000 properties. WDH works closely with the local community and their priorities help to shape its overall business objectives. Customer focus is clearly present and is not only top down and leadership driven, but very much a part of the community culture which permeates the company.

Alpenresort Schwarz, Austria - EFQM Excellence Award Winner 2013

EFQM Excellence Award Winner 2013 and Prize Winner in Adding Value for Customers and Succeeding through the Talent of People

The Guest is at the centre of all that Alpenresort Schwarz represents. Guest Loyalty is rewarded with annual Awards. The personal involvement of Pirktl family with the Guests shows how the importance of the Guest is perceived by the Pirktl family. The combined effort of these approaches is reflected in the consistently good Guest satisfaction results over nine years.

Wakefield and District Housing, UK - EFQM Prize Winner 2013

EFQM Prize Winner in Adding Value for Customers

The needs of customers (or tenants, or residents) are clearly understood: captured by research; by survey; by meetings with their representatives; by the feedback from the people of WDH who work in the community, and by truly integrating the customer in everyday activity.

Leaders developing Mission, Vision, Values and Ethics

pom+Consulting Ltd - Switzerland

pom+Consulting Ltd provides consulting services pertaining to real estate management and organisational development to companies and the public sector in Switzerland. pom+ grew from 2 to 50 employees. This success wouldn’t be possible without dedicated and enthusiastic employees lead by leaders who inspire others to achieve more.

Defining, driving and monitoring organisation's performance

pom+Consulting Ltd - Switzerland

pom+Consulting Ltd provides consulting services pertaining to real estate management and organisational development to companies and the public sector in Switzerland. pom+ leaders have driven the company through three major strategic phases in 15 years, resulting in multiplying its turnover. Success of the organisation is based on the use of right tools for defining, driving and monitoring its performance.

Project Management

pom+Consulting Ltd - Switzerland

pom+Consulting Ltd provides consulting services pertaining to real estate management and organisational development to companies and the public sector in Switzerland. All consulting services of pom+, core business activities of the company, as well as internal measures are managed as projects. Project management skills along with innovation, knowledge and skills are key success factors for pom+ to deliver their services.

Plan-it Green : EICC's Sustainable Events Programme

Edinburgh International Conference Centre - United Kingdom

The world-class Edinburgh International Conference Centre (EICC) has been delivering outstanding events to the global events marketplace for sixteen years.  Plan-it green™ engages EICC stakeholders in a collaborative approach to delivering sustainable events. It targets reduced emissions, reduced cost and it offers a unique carbon sequestration option for the local environment.  The Good Practice in details...

Plan It Green

Edinburgh International Conference Centre - United Kingdom

The world-class EICC has been delivering outstanding events to the global events marketplace for sixteen years. Plan-it green™ engages EICC's stakeholders in a collaborative approach to delivering sustainable events. It targets reduced emissions, reduced cost and it offers a unique carbon sequestration option for the local environment. The Good Practice at a glance...

Customer orientation

Pirktl Holiday GmbH & Co KG, Alpenresort Schwarz - Austria

Customer orientation is the main focus of all activities in The Schwarz and therefore linked to vision and mission. The methods established within the Schwarz for acquiring, managing and using information about the guests clearly helps the hotel to maintain an outstanding way of inspiring all guests and an atmosphere of heartiness and friendliness.