Sistema de mensuraÃÃo de desempenho: proposta de um modelo para a indÃstria de hospitalidade
AUTOR(ES)
DÃbora Eleonora Pereira da Silva
DATA DE PUBLICAÇÃO
2007
RESUMO
The big hotel chains have been making financial resources available to develop and improve information systems which aid in obtaining data to implant a Performance Measurement System (PMS). Hence, it is necessary to provide hotel managers with tools that will help them make decisions. Thus, the following question is the âresearch problem‟ of the present work: which assessment elements should make the model for a Performance Measurement System (PMS) based on a quality management system and which can help the hotel managers in the decision-making and in the monitoring of their targets? The aim was to propose a PMS model suitable to the hotel companies classified in the Official Classification System of Means of Accommodation (SOCMH), based on a quality management system: the NBR ISO 9001:2000, contributing to the decision-making in the hotel business. As a business tool, the performance measurement provides basic information for the organizational control and learning, as there has been a growing interest in the issue. Performance Measurement has been given little attention by the specialized literature; therefore, it is necessary to make a deep theoretical and practical study about performance measurement, in order to contribute to the development of the organizations which search information to support their decision-making process. The difference in the proposed PMS model is the fact that it is directed to hotel businesses with a view to helping them not only in implanting and monitoring a set of indicators, but also to understanding the implementation of the SOCMH
ASSUNTO(S)
indicadores de mediÃÃo de desempenho indÃstria hoteleira performance measurement system performance measurement indicators sistema de mensuraÃÃo de desempenho mensuraÃÃo de desempenho engenharia de producao hotel industry
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