Benchmarking project : a review to evaluate efficiency at the institute of tourism studies catering operations sections

Abstract

Benchmarking is the process of identifying, understanding and adapting outstanding practices from within the same organization or from other businesses to help improve performance (Cook, S, (1995) Practical Benchmarking. Page 13. London: Kogan Page) The purpose and focus of this review was to determine if the recommendations that were drawn up by the Project Team in 2002-2003 which conducted a Benchmarking Project at the Institute of Tourism Studies (ITS) Catering Operations Sections were successfully implemented. These measures were announced in the budget speech by the Hon. Minister of Finance for 2002 and subsequently Benchmarking was introduced as a corporate activity and tool to carry out projects in the Public service to enhance efficiency. The research methodology was based on the review of the benchmarking project and the study was mainly focused to determine the efficiency improvements the recommendations have left and whether the present ITS management needed to update its' policies, procedures and internal controls to minimise risk. This in return will enhance value for money and thus improve efficiency which would lead to economy and effectiveness. Various semi-structured interviews were held with officials working at the ITS Catering Operations Sections. Further more physical observations were conducted to understand the current system and how it can be improved to be more efficient. The same officials were invited to give their opinions on several other issues that cropped up as the study went along and this entailed a more unstructured style of interviews. Through my research only I concluded that 30% of the recommendations that were put forward by the Benchmarking Project Team in 2002-2003 have been implemented. Although 10 years have passed these recommendations are all still relevant to-day in order to address risks, inefficiencies and controls which are mainly still the ones highlighted in the original efficiency review project. ITS is the only institution of its kind in Malta and it is highly esteemed for its contribution to the hospitality industry and the general wealth of the country. Therefore in order to consolidate its status and deliver better results, it is being recommended that ITS implements an Internal Control Standard such as the Enterprise Risk Management framework in order to , mitigate risk, enhance controls, embrace change and halt inefficacies. In this way it will be on the path that it is practicing what it preaches to students who are the employers and employees of the Tourism Industry of tomorrow.