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Introduction UNE 302002 standard

Introduction UNE 302002 standard


​La Asociación Española de Normalización, UNE, y el Instituto para la Calidad Turística Española (ICTE) han presentado la norma UNE 302002, which was published recently. This is a very important standard that provides certification under the Q Mark for Tourism Quality and sets out the requirements that museums and related institutions provided for in industry legislation (collections, museum collections, museum exhibitions and visitor centres) must comply with when they provide visitor services and additional activities in order to protect, facilitate and enrich the visitor's experience.

This standard has been developed with the participation of all interested parties and is the result of a consensus. It was developed by the CTN 302/GT 2 Museums and museum collections work group, which involved Spain's main museums, including the Prado National Museum, Reina Sofía National Museum, Thyssen-Bornemisza National Museum, Lázaro Galdiano Museum, Guggenheim Bilbao Museum, MACBA, Picasso Museum in Catalonia, Valencia City of Arts and Sciences, Museum of Human Evolution, Spain's National Library, MUSAC, MUBBLA, Lorca Medieval Museum, Pagos del Rey Wine Museum and the Esteban Vicente Contemporary Art Museum Consortium. In total, more than 40 institutions were involved in the work group. These included related professional associations, leading museum industry agencies, local authorities and social organisations.

The standard contains three sections. The first section covers the obligations of museum management bodies as regards quality management systems. It includes elements such as setting targets, managing human resources and commitment to continuous improvement.  

The second section refers to service provision and includes requirements and recommendations about accessibility, information and communication, visitor support services, booking and selling tickets, visits and visitor loyalty schemes. For example, the museum must ensure that information is clear, understandable and positioned in a consistent way so that visitors can adequately find their location and obtain information. 

The third section is concerned with managing the facilities and equipment. It includes elements such as signs and safety, exhibition spaces, toilets, commercial areas and parking.

The presentation event took place at the Sorolla Museum and was attended by the Secretary of State for Tourism, Isabel Oliver, the General Director of Fine Arts, Román Fernández-Baca, the President of the ICTE, Miguel Mirones and the General Director of UNE, Javier García.