Chapter 6

Performance Measurement

Show me the money.

Jerry Maguire

Success in business means different things to different people. But when implementing a new revenue management system, we need to know how successful we have been in increasing revenues and improving our capacity management. We need a performance measurement system that measures the impact of what has been done, that evaluates that performance, and that determines what needs to happen in the future to ensure business goals are achieved.

This book has examined the various ways that service businesses can change their revenue management to be more successful, but change is pointless if you are unable to measure its effect. In this chapter, we examine the context in which performance ...

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