Assessing performance : an analytical framework for the San José McEnery Convention Center

Abstract

This study first outlines three major factors that limit the assessments of convention centers: high uncertainty in the convention industry, complex institutional structures and operational priorities, and plethora of external factors in the venue decision process that are beyond the control of convention centers. This study then compares the performance of San Jose McEnery Convention Center (SJMCC) with the industry average and other comparable facilities using an assessment framework that comprises four elements: financial performance, economic impact, productivity, and service quality. This study further proposes various indicators for these four assessment elements, including the Productivity and External Attractiveness Matrix (PEAM). This analysis concludes that SJMCC's current performance is moderate, even considering various external constraints of its operations. In addition, this analysis also suggests that SJMCC could further improve its current facility occupancy rate, diversify its client base, and enhance its service qualities and varieties as alternative competition strategies to facility expansions. KEY WORDS: San Jose McEnery Convention Center, Performance Assessment, Financial Evaluation, Economic Impact, Productivity, Service Quality, Expansion.