For a long time, organisations supplying services for the community have felt the need to be closer to their users' needs by providing effective services and working efficiently.
The organisational and managerial model laid down by ISO 9000 standards, which require that the organisation regulate its activity by identifying a set of related procedures, offers overall control over the organisation thereby improving its efficiency and effectiveness.
In addition, such approach can facilitate the perception of user relations and help spread a mentality based on customer satisfaction, service and performance quality, enhancement of professional skills and merit. It is in this spirit that the Opera Primaziale Pisana has resolved to develop a quality management system in compliance with ISO 9001:2000 standards.
Making the customer the focus of one's managerial model under ISO 9000 standards means, for such a culturally-engaged agency as the Opera della Primaziale Pisana, taking care of a complex group of stakeholders that are all involved one way or another in its activity. According to such approach, the community comes first, and it is for such community that the Opera manages the invaluable artistic heritage of monumental buildings and the political bodies that, pursuant to the provisions of the applicable regulations, are in charge of cooperating with and supervising the activity carried out by the Opera in terms of protection, preservation and defence of the artistic heritage (Ministry of Cultural Assets and Activities, Ministry of Internal Affairs, Diocese of Pisa, local administration).
At the same time, there is the need to protect the visitors' right to enjoy such cultural assets, which can only be subject to the overriding need to preserve the monumental group and which demands that the Opera keep endeavouring to offer services that measure up to the standards of an international public and are proportionate to the value of the artistic heritage.
By making efforts to revise their internal regulations, which translated into the adoption of a Quality Management System, the Management of the Opera della Primaziale Pisana decided to equip themselves with a consistent tool for the definition of goals, measurements, surveys and for the improvement of their activities. Through a periodical revision of the Quality Management System, the Management also undertakes to keep such tool updated at all times and adequate to the needs of the parties concerned.
To accomplish the obligations undertaken in the Quality Policy, the Secretary of the Opera, Mr. Gianluca De Felice, has been called to represent the Management in order to ensure that the procedures required for the Quality Management System will be drawn up, implemented and kept updated and that the whole organisation will be aware of and committed to the customers' needs and requirements.
(Dott.Pierfrancesco Pacini)
