Optimus key to competitive advantage

Optimus is an innovative, multi-tiered, programme to help tourism businesses become more profitable, more efficient and more competitive. Rooted in international research, it was developed by Fáilte Ireland in 2004 and provides a practical approach to achieving excellence and boosting bottom line results.

Comprising three distinct yet inter-related elements, Optimus focuses on every aspect of the business from customer service to operational management and organisational excellence.

The Optimus programme structure enables businesses to progress through the different levels, building their capabilities at each stage and gaining recognition as they make progress. Recognition is awarded based on the independent assessment and evaluation of the management practices and approaches by a team of accredited assessors.

The assessors report and recommendations must then be endorsed by the Optimus Approvals Committee in order for the applicant business to receive either the Ireland’s Best Award; Mark of Best Practice and Award of Excellence. Between January and June 2006, an independent assessment was conducted to identify the impact which Optimus has made on business performance during the first full year of its operation. The study involved both desk and field research, including a postal survey with 58 Optimus-accredited businesses.

The study clearly highlighted that Optimus-managed businesses show a marked increase in managerial competence, capability and effectiveness. The introduction of new or improved processes and standards has enabled participating companies to achieve improved levels of customer satisfaction, staff engagement and overall business performance. A total of 19 companies were recognised at the Optimus Awards ceremony in Clontarf Castle on Friday 22nd June. Ten of these companies were recognised for the first time, five companies were receiving their second awards and four have now been recognised on three occasions.

A number of these companies have also progressed from Service Excellence to Best Practice while one has progressed from Best Practice to Business Excellence Level. A Total of 170 companies have experienced the Optimus programme since it was launched and it is expected that this number will increase to 200 by the end of this year.

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