The Seehotel Hermitage successfully integrated the systematic quality management certificate into its operating processes in 2003. The first-class hotel on Lucerne's city limits has thus created the opportunity to guarantee its usual high performance standard or even increase it. All staff levels and all operating processes are included in quality management. ISO certification was preceded by an intensive, 14-month implementation phase for quality management. During this period, all operating processes and decision-making processes were checked and optimized in terms of efficiency.