City Touring Performance

Access your KPIs online;
Measure your success;

Navigation: All Balanced Scorecard Articles > General

Balanced Scorecard is used in various industries, including hotel and vacation businesses. Tourists love sight seeing and city tours. In this article we will talk about use of BSC to optimize performance of city tours. Check additional information about city touring performance.

Balanced Scorecard can be used not only in huge international companies, but also in midsized and small business. It should be noted that BSC is also effective in the kind of businesses we have to deal in everyday, like hospitality industry, entertainment business, including City Tours and sightseeing. We all love to travel and when coming to an unknown city we're looking for city tour agency to be able to see all interesting places within a short period of time. Sightseeing is very popular in famous resorts and vacation places. There is a tough competition between such companies. Thus, it is necessary to develop all the time in order to maintain competitive advantage and not to lose customers. Balanced Scorecard is quite an effective tool in this context. Development and implementation of the right strategy will certainly help city tour companies optimize performance, save costs and look for new ways to offer top quality services to existing and new customers. This article will focus on principles of Balanced Scorecard implementation in this particular industry, as well as most popular key performance indicators to be measured.

It should be noted that sightseeing and city tour business is quite interesting and unusual. It is seasonally based and thus when that a shun time comes such companies start doing everything possible to attract customers. How do customers choose city tour companies? Imagine, you came to New York and you want to see the city. Of course, you will pay attention to advertising, company website and perhaps personal attitude of employees if you have come to an office. You'll probably want to pay less and get more for your money. City tour companies that use Balanced Scorecard will be able to make use such an offer. So, let's start with principles of Balanced Scorecard and implementation procedure in this kind of business.

As known, Balanced Scorecard consists of four categories which stay pretty much the same in various industries. These are financial, customer, internal business processes and learning and growth categories. Now let's view each category in our particular case - city tours. Financial category covers key performance indicators related expenses and profits. For example, these may be such indicators as cost per tour, gas expenses vs. total expenses per to tour, average revenue per customer, expenses related to free gifts, revenue from souvenirs etc. Customer category is about any and all indicators related to customer satisfaction, customer needs and requirements. Measurement of customer satisfaction is recommended for any business. Happy customers our generous and they often turn into regular customers.

Internal business processes category may include such key performance indicators as total number of city tours, new tours vs. all tours ratio, experimental tours etc. In other words these are indicators that measure efficiency of the way employees of such a travel company work.

Finally, learning and growth perspective covers key performance indicators related to education and professional skills of employees. For example, we recommend using such key performance indicators as number of training sessions per employee, employee satisfaction with training and coaching etc.

If you are interested in city touring performance, check this link to find out more about city touring performance. Also, you can check other articles in General category.

Balanced Scorecard Toolkit includes step-by-step manuals, documents, presentations, check lists designed to help business professionals with successful development and implementation of Balanced Scorecard. Learn more about BSC Toolkit.