Performance Evaluation

Wolfgang Kippes

Performance Evaluation

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Schönbrunn

Wolfgang Kippes

Imperial Appartements Hofburg

Wolfgang Kippes

Imperial Appartements Hofburg

Wolfgang Kippes

Imperial Appartements Hofburg

Wolfgang Kippes

Imperial Silvercollection

Wolfgang Kippes

Imperial Silvercollection

Wolfgang Kippes

Imperial Furniturecollection

Wolfgang Kippes

Imperial Furniturecollection

Wolfgang Kippes

Limited companyOwner: Republic of AustriaManaging 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)

Schönbrunn Company

Wolfgang Kippes

Schönbrunn Company

250 employeesTurnover appr. 33 MEUROVisitors:

Schönbrunn appr. 2,6 MioHofburg appr. 620.000Imperial Furniture Collection appr. 50.000

Wolfgang Kippes

About Me

CEO of Schönbrunn CompanyResponsible for:

Conservation and restaurationProject development and investmentResearch and documentation

Safety and Security

Wolfgang Kippes

Economic PerformanceDevelopment of visitor numbers

Wolfgang Kippes

Economic Performance

Economic basis – turnover (1000€)

4.535

8.757

11.620

13.62615.23215.712

18.27717.84118.53320.02020.578

21.541

25.72527.489

31.08632.400

33.251

0

5.000

10.000

15.000

20.000

25.000

30.000

35.000

Wolfgang Kippes

Economic Performance

Income categories

Entrance fees61%

Shop21%

Others2%

Events1%

Rent15%

Wolfgang Kippes

Economic Performance

Investment total (1000€)

4.25111.115

20.39327.705

34.55043.366

51.93660.573

70.39278.088

85.62094.526

105.385115.914

138.508

126.826

0

20.000

40.000

60.000

80.000

100.000

120.000

140.000

160.000

1993

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

Wolfgang Kippes

Economic Performance

Operative results (1000€)

3.7284.704

5.5455.8076.046

7.5517.2897.6027.994

6.586

7.8498.651

9.695

12.50312.924

13.171

0

2.000

4.000

6.000

8.000

10.000

12.000

14.000

1993 1995 1997 1999 2001 2003 2005 2007

Wolfgang Kippes

Economic Performance

Payroll costs as % of operating performance

52,00

29,00

23,7024,60 24,6025,10

20,4023,40

22,0022,8023,8025,3023,7024,4023,10 22,70

21,30

0

10

20

30

40

50

60

1991 1994 1996 1998 2000 2002 2004 2006 2008

Wolfgang Kippes

Economic Performance

Personnel costs per employee

31,80

29,30

31,8031,7032,80

34,0035,5035,50

36,8037,90

40,7042,2042,3043,60 44,30

40,10

0

5

10

15

20

25

30

35

40

45

1993 1995 1997 1999 2001 2003 2005 2007

Wolfgang Kippes

Economic Performance

Turnover perr employee

109,70

123,60129,10128,80130,80

166,80

151,70161,50161,40159,40160,90

177,90173,60

189,10194,60

188,10

0

20

40

60

80

100

120

140

160

180

200

1993 1995 1997 1999 2001 2003 2005 2007

Wolfgang Kippes

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)

Wolfgang Kippes

Corporate Mission

• Keeping/improving authenticity and integrity

• Service is our success

• Development of new income categories

Performance of company is more than economic performance!

Wolfgang Kippes

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

Wolfgang Kippes

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?

Wolfgang Kippes

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

Wolfgang Kippes

Communication

Conclusion:

B2C communication is possible only via satisfying your existing customers!

Wolfgang Kippes