During a seminar on competitiveness in the 21st century, focusing on total quality in tourism services, hotels and restaurants held at the Pontificia Universidad Católica Madre y Maestra last week, Cynthia Herrera, an executive for the Sabre Travel Information Network, the computerized reservations system of American Airlines, spoke of how the concept of total quality is one that must be applied at all levels every day. She explained that in her travels throughout Latin America she has noticed that the natural disposition of Dominicans to serve makes the application of the concept easier here than in many other cultures and countries.
“All of us have been customers at some time of our life, and that is why, when we must provide a service, we should do it as we should like to be served.” Cynthia Herrera has won the prize for excellence, the “Circle of Distinction ” three times. She is a founding member of the committee that has implemented the concept of total quality in Sabre Travel Information Network and has been president of the Quality Total Circle of the Latin American Division for the past two years.