Benchmarking for Tourism Organisations

Benchmarking for tourism organizations

An eGuide for Tourism Managers

Karl W. Wöber

National Laboratory for Tourism and eCommerce November 2001

National Laboratory for Tourism and eCommerce

Table of Contents

1 2 INTRODUCTION......................................................................................................................................... 3 WHAT IS BENCHMARKING? .................................................................................................................. 3 2.1 2.2 2.3 2.4 2.5 2.6 3 3.1 3.2 4 4.1 4.2 5 5.1 5.2 5.3 6 6.1 6.2 6.3 7 WHAT IS THE HISTORY OF BENCHMARKING?............................................................................................ 3 HOW CAN BENCHMARKING BE DEFINED? ................................................................................................. 3 IN WHICH AREAS CAN BENCHMARKING BE USED? .................................................................................... 4 WHAT IS THE DIFFERENCE BETWEEN INTERNAL AND EXTERNAL BENCHMARKING? ................................. 4 WHAT IS THE DIFFERENCE BETWEEN PROCESS-BASED VERSUS NON-PROCESS BASED BENCHMARKING? .. 6 IS THERE ANY PROOF THAT BENCHMARKING WILL LEAD TO BETTER PERFORMANCE? .............................. 7 WHAT ARE THE TYPICAL WORKING STEPS IN A BENCHMARKING PROJECT? .............................................. 8 HOW DO I SELECT THE RIGHT BENCHMARKING PARTNER? ....................................................................... 9 WHAT ARE THE TYPICAL APPLICATION AREAS IN TOURISM? .................................................................. 10 HOW CAN INFORMATION TECHNOLOGY ASSIST IN THE BENCHMARKING PROCESS?................................ 14 HOW CAN I MEASURE SUCCESS IN MY COMPANY?.................................................................................. 18 WHAT ARE THE DIFFERENT CONCEPTS OF COMPARATIVE PERFORMANCE MEASUREMENT?.................... 19 WHAT IS A BALANCED SCORE-CARD?...