旅游企业标准化建设效果评价指标体系的构建与应用

Construction and Application of Evaluation Index System for Standardization Construction of Tourism Enterprises

随着政府主导的旅游标准化试点工作向纵深推进,政府需要一个以结果评估为重点而又兼顾过程考核的指标体系来评价旅游企业的标准化建设效果;企业也需要一个同样的指标体系来指导自身的标准化建设工作,并依此指标体系就标准化工作、管理、服务、工作效率和关键绩效等方面进行横向和纵向的对比,以彰显优势和弥补不足。论题首先运用头脑风暴法,邀请旅游标准化专家和政府、行业、企业的精英共同拟定了一个粗略的指标体系;然后运用德尔菲法,对初拟的指标体系进行三轮修改和调整;随即又邀请政府官员、行业(企业)高管和企业标准化建设专员对修改调整后的指标体系进行再一次评价,最终构建了一个包含5个目标层因子和20个指标层因子的旅游企业标准化建设效果评价指标体系,并利用层次分析法确定各指标的权重;最后以三家旅游企业为例,验证了指标体系的可靠性和适用性。

With the deepening of the government-led pilot work on tourism standardization,the government needs an index system that focuses on result evaluation and takes into account process assessment to evaluate the standardization effect of tourism enterprises.Enterprises also need a similar indicator system to guide their own standardization work,which can be applied to make horizontal and vertical comparisons on standardization work,management,service,work efficiency and key performance so as to highlight advantages and make up for shortcomings.Therefore,experts at tourism standardization,together with the elites from the government,the industry and the enterprises,are invited to brainstorm a rough index system jointly at the very beginning.Then,after the Delphi method is adopted to revise and adjust the initial index system for three rounds,government officials,industry(enterprise)executives and expert commissioners of standardization construction are invited to re-evaluate the revised index system.Ultimately,an evaluation index system is constructed for the standardization effect of tourism enterprises,which includes 5 target layer factors and 20 indicator layer factors,and also the analytic hierarchy process is used to determine the weight of each indicator.In the end,three tourism companies are taken for examples to verify the reliability and applicability of the indicator system.