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Performance Evaluation

Performance Evaluation. Schönbrunn. Schönbrunn. Schönbrunn. Schönbrunn. Schönbrunn. Schönbrunn. Schönbrunn. Schönbrunn. Imperial Appartements Hofburg. Imperial Appartements Hofburg. Imperial Appartements Hofburg. Imperial Silvercollection. Imperial Silvercollection.

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Performance Evaluation

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  1. Performance Evaluation

  2. Schönbrunn

  3. Schönbrunn

  4. Schönbrunn

  5. Schönbrunn

  6. Schönbrunn

  7. Schönbrunn

  8. Schönbrunn

  9. Schönbrunn

  10. Imperial Appartements Hofburg

  11. Imperial Appartements Hofburg

  12. Imperial Appartements Hofburg

  13. Imperial Silvercollection

  14. Imperial Silvercollection

  15. Imperial Furniturecollection

  16. Imperial Furniturecollection

  17. Schönbrunn Company Limited company Owner: Republic of Austria Managing Palace of Schönbrunn, Imperial Apartments and Sisi-Museum and ‚Hoftafel- und Silberkammer‘ in Hofburg, Imperial Furniture Collection Management contract based on a usufructuary right (Hofburg:rent)

  18. Schönbrunn Company 250 employees Turnover appr. 33 MEURO Visitors: Schönbrunn appr. 2,6 Mio Hofburg appr. 620.000 Imperial Furniture Collection appr. 50.000

  19. About Me CEO of Schönbrunn Company Responsible for: Conservation and restauration Project development and investment Research and documentation Safety and Security

  20. Economic Performance Development of visitor numbers

  21. Economic Performance Economic basis – turnover (1000€)

  22. Economic Performance Income categories

  23. Economic Performance Investment total (1000€)

  24. Economic Performance Operative results (1000€)

  25. Economic Performance Payroll costs as % of operating performance

  26. Economic Performance Personnel costs per employee

  27. Economic Performance Turnover perr employee

  28. First Conclusions Economic performance of WH-sites dependson organisatonal and legal structures Outsourcing from governmental management was the basis for the success in Schönbrunn Palace! What is the performance of other WH-sites? Suggestion: Comparative study of similar WH-sites (categorisation, definition of aims)

  29. Corporate Mission • Keeping/improving authenticity and integrity • Service is our success • Development of new income categories Performance of company is more than economic performance!

  30. Balanced Score Card BSC breaks down overall aims according to CM to operative goals, which can be monitored! Examples: • Quality of services • Visitors expectations and satisfaction • Quality of communication

  31. Balanced Score Card What do you need to monitor these „soft“ goals? Exact informations on: • Who are your customers? • What do they expect from you? • Are their expectations met sufficiently?

  32. Communication Some principles communicating our services: B2B: easy, Build up perfect communication structures with your business partners! B2C: • It is impossible to communicate our services to our customers on an global scale! • Factor 1:10

  33. Communication Conclusion: B2C communication is possible only via satisfying your existing customers!

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