量测服务业经营水平的OCRA方法

Performance Measurement in the Service Sector Using OCRA Procedure

提出经管竞争力（无效）比率法即ＯＣＲＡ（ＯｐｅｒａｔｉｏｎａｌＣｏｍｐｅｔｉｌｉｖｅｎｅｓＲａｔｉｎｇ），该方法可以通过逐月观察，了解服务业，特别是旅馆经管竞争力纵向概貌。该法的应用一般只涉及计算一些简单的性能比。并可对各种消耗和收益进行组合和加权。最后以一个拥有１００个客房，主要为商人服务的旅馆为例说明该法的应用，并与其它量测方法—财务比例法，生产力总因子法，数据包络分析法的结果进行了比较。

Hotel operations comprise many activities that are performed to satisfy the guests' needs for accommodation, business, dining and entertainment.These activities comsume resources and provide a wide range of services, a reliable performance measurement system is essential for effective control and improvement of hotel operations.A procedure named OCRA (Operational Competitiveness rating) is proposed to obtain a hotel's operational competitiveness profile based on its observed performance over a number of months.The application of the procedure involves simple ratio type computations.The manegement may select any level of aggregation and relation importance of resources and products.A case study of a 100 room hotel is included to demonstrate the application of the procedure.Comparisons with other measurement techniques are provided,in including financial ratios, total factor productivity and data envelopment analysis models.