Abstract:

The management of controlling the performance of the institution and making decisions to restruct the process by evaluating the achieved outcomes, developing new policies by reviewing their plans, is critical for the success of the institution. On the other hand, the execution of all this process together with all stakeholders will produce much more effective outcomes, and will also significantly reduce the manager’s administrative burden. The structure of proactive processes that will contribute to corporate learning and the establishment of relevant systems, the roles of managers, from the problem-solving manager to the managers focused on corporate development. The satisfaction measurement/evaluation processes in the accommodation enterprises provide important feedback for the institutions, contribute to corporate learning and take the role of an independent evaluator. In the case of an effective structure, the institutions are just one quality guardians. In addition to these contributions, in this study, a structured satisfaction measurement/evaluation process, how it affects its roles in the management stage and the changes in the corporate culture and performance of employees, the impact on the corporate performance has been studied in the framework of a total of 387 survey studies conducted in a hotel enterprise and the answers obtained from interviews with managers. The findings obtained by hypothesis tests show that after the satisfaction measurement/evaluation process, there was a significant increase in performance in the work-intensive processes in accommodation (14 criteria in 9) (7%); that employees could participate more effectively in the operating processes; that the management could reduce the time and effort spent to fulfill its control function. It also shows that the institution can be transformed from the structure that assesses the output into a proactive structure that can manage the input.