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Date Submitted: 03/28/2012 07:58 AM
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?...