A Strategic Performance Management Framework: A Hypothetical Hotel Case

Year 2018, Volume: 2 Issue: 2, 92 - 110, 24.12.2018

Yıldırım Yılmaz

https://doi.org/10.30625/ijctr.489927

Abstract

Tourism industry with its unique and different
characteristics requires new or adopted performance management models and
frameworks for better managed hospitality companies. Thus, this paper offers a framework
that can be used by hospitality companies when they configure out performance
management system for their businesses. This paper reviews the articles on
strategic management, operation management, and performance management from
tourism and hospitality and mainstream literature and proposes a framework
developed with the notions of system approach. A conceptual framework is
provided which shows the relationships of three systems, namely strategic
management system (SMS), operation management system (OMS), and performance
measurement system (PMS). Being a conceptual framework, it needs to be applied
in different type of hospitality companies to display the usefulness of it. Suggested framework may help managers of
tourism and hospitality businesses in their efforts of building strategic,
operation, and performance management systems that work in congruence. Although
there are studies related to each three main systems separately, no attempt
seen in the literature to study the relationships of three systems either
holistically or partially with their sub-systems. Researchers could use this
framework as a template for further studies.

Keywords

Strategic management system, performance measurement system, operation management system, efficiency

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