• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>The International Journal of Productivity and performance management >Benchmarking operational performance: the case of two hotels
【24h】

Benchmarking operational performance: the case of two hotels

机译：基准运营绩效：两家酒店

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - To present an actual case study that was carried out to investigate and benchmark the operational performances of two hotels in a large city. Design/methodology/approach - The study involves the comparison of the hotels' performances with each other as well as their respective benchmarks on the basis of data on monthly costs and revenues. The benchmark operations are stated in terms of target costs and revenues that are derived from industry standards for comparable hotels and corporate strategic goals. For performance measurement a new non-parametric performance measurement method called Operational Competitiveness Rating Analysis (OCRA) is used for its relative simplicity, flexibility, and ability to allow for differences in hotels' guest profiles and competitive priorities. Findings - The areas of strength and weakness are revealed in the measured performances of the two hotels' operations. While the hotels' performances converge near the end of the study period, they both fall short of reaching their respective benchmark performance levels. This may be partly due to benchmark cost/revenue levels being set unrealistically high. OCRA is shown to be an appropriate tool for measuring and comparing hotels' operational performance. Research limitations/implications - While OCRA can also incorporate the intangible dimensions of performance, this study has not taken into consideration the quality dimension of hotel performance. Practical implications - It is shown that a service operation's performance can be profiled and benchmarked using cost/revenue data. Originality/value - This paper demonstrates a flexible approach to measuring operational performance in service organizations, which can be used by non-specialists.
机译：目的-介绍一个实际的案例研究，该案例旨在调查和评估一个大城市中两家酒店的运营绩效。设计/方法/方法-该研究包括根据月度成本和收入数据对酒店的表现以及各自的基准进行比较。基准业务是根据可比酒店和企业战略目标的行业标准得出的目标成本和收入来表述的。对于绩效评估，一种称为运营竞争力评级分析（OCRA）的新非参数绩效评估方法因其相对简单，灵活且能够考虑到酒店客人的个人资料和竞争重点而有所差异。调查结果-两家酒店运营的实绩反映了优势和劣势。虽然酒店的业绩在研究期即将结束时趋于一致，但均未达到各自的基准业绩水平。部分原因可能是基准成本/收入水平设置得过高。事实证明，OCRA是衡量和比较酒店运营绩效的合适工具。研究的局限性/意义-尽管OCRA还可以纳入绩效的无形维度，但本研究并未考虑酒店绩效的质量维度。实际意义-表明可以使用成本/收入数据来分析和基准化服务运营的绩效。原创性/价值-本文演示了一种灵活的方法来衡量服务组织的运营绩效，非专业人员可以使用该方法。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号