基于业务连续性的旅游危机管理

Tourism Crisis Management Based on Business Continuity

旅游业经常面对突发性事件的冲击,新冠疫情再次提醒人们对旅游业脆弱性的认识,而企业如何在危机中存续,最终成功走出危机是旅游经营者一直需要面对的课题。ISO颁布的《公共安全业务连续性管理体系要求》为企业提供了一套应对危机的管理体系框架,旨在帮助企业识别潜在风险,阻止、抵消威胁或减少突发性事件带给组织的损失。本文在对旅游危机管理进行剖析的基础上,将业务连续性管理理念应用于旅游危机管理,其中主要分析了六个方面:业务连续性管理文化建设是提高旅游企业危机管理能力的基础;领导力是业务连续性管理得以有效执行的保障;资源准备是业务连续性管理的前提条件;风险评估是业务连续性管理的核心;应急管理是业务连续性目标实现的关键;价值链管理是实现业务连续性管理目标的重要环节,并建立了相应的绩效评价指标体系。

The impact of the COVID-19 on the tourism industry is unprecedented,and once again reminds people of the vulnerability of the tourism industry.How to survive in the crisis and finally get out of the crisis is a subject that tourism operators have to face.“The Requirements for Business Continuity Management System of Public Security”issued by ISO provides a set of management system framework to deal with crisis for enterprises,which aims to help enterprises identify potential risks,prevent or offset threats,and reduce losses caused by disasters.Based on the analysis of tourism crisis management,this paper puts forward the performance evaluation index system of business continuity management.