Since 2006, ProServ South Africa has been contracted by SA Tourism,for the 5^th consecutive year, to manage and implement the judging process of the Welcome Awards on an annual basis and is managing the process which leads to the election of the best accommodation in South Africa. The measurements are conducted by agreeing on criteria used to assess entrants in a variety of categories, which are: accommodation; tour operators; tourist guides; tourist attractions and travel agencies. The methodologies used include conducting mystery visits, telephonic interviews and announced audit visits during which the product is assessed against the agreed criteria. As part of the process, customer feedback surveys have also been designed and implemented in order to obtain feedback from all participants' guests, which are used in the judging process of the Welcome Awards. 

The development and implementation of a QMS for emba pm,(a project management company with operations in construction, roads and housing), was completed in 2004. ProServ South Africa was asked to re-view the system and audit the operations in 2010 to ensure that the organisation is able to achieve an ISO 9001:2008 compliance certification.

In 2007 we were involved in a project to support the design and implementation of a Quality Management System for W&RSETA. Through the project we gained a thorough understanding of the processes and procedures that guide the different departmental tasks and responsibilities. It furthermore provided a clear picture of the W&RSETA and NSDS landscape.

In July of 2004, a large scale service improvement project was initiated at Fancourt. Important elements in ensuring continued guest satisfaction were performance management, the development of a Quality Manual in line with the ISO 9001:2000 and Mystery Visits. Guest experiences were reviewed along with employees as well as with management. The bottlenecks were discussed and remedial actions were taken. Accordingly, to sustain performance, all departments receive qualitative reports and suggestions for further improvements are made on a regular basis. The overall service levels have increased significantly as measured through mystery visits.

As part of its vision to continuously improve itself, FASSET requested ProServ South Africa to review, compare and improve its quality assurance processes for learnerships and other learning programmes. The objective of the project is not only to identify improvements but also to implement changes based on the needs of the sector. The phases of the project were:

• Analysis of the current quality assurance (QA) processes and current points for improvement as experienced by the sector
• A study into the best practice of QA using (international) cases similar to FASSET
• Development of a definition of QA aligned to the vision and strategy of FASSET
• The development and implementation of a streamlined monitoring and evaluation (M&E) model for all types of accredited providers in the FASSET sector
• The identification and implementation of a model for high quality, efficient and cost effective quality assurance for FASSET
• The implementation of a performance management model to track the success indicators and the learning process which will enhance the ability to take proactive corrective actions.

Part of this project was to strategise around the QMS requirements for professional bodies as well as providers in the sector.