Assess Service Performance Gap




                  In-House
                   Service
                 Excellence
     ...
How to develop
effective in-house
service excellence
      training


Identify service     Assess      Identify reasons   ...
Step 2

 Assess service
performance gap




    McKinley Solutions © 2008
What is the Current
        Performance?

• Memberships figures
• Business unit (dining room, coffee shop,
  field bar) sa...
What is the Current
         Performance?

Supplementary quantitative information based
      on direct observation, surve...
What is the Current
        Performance?

The type of information collected on current
       performance is determined by...
What is the Current
       Performance?


Your objective is to compare the expected
 (desired) behaviors and accomplishmen...
What is the Performance Gap?




                      In other words
                 “What is the difference
           ...
Three
 dimensions
     of a
Performance
                   1. Magnitude
                   2. Value
     Gap
             ...
Performance Gap
              Magnitude


How big and all encompassing the gap is

Is it prevalent throughout the organiza...
Performance Gap
      Value




                 How much the gap
                   represents to the
                org...
Performance Gap
     Urgency

 How quickly it must be resolved.

What are the consequences to the
  organization if not im...
References & Recommendations
In-House Service Excellence Training programs may
be based any one or a combination of perfor...
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Int In House Service Excel Training Mod 2

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Int In House Service Excel Training Mod 2

  1. 1. Assess Service Performance Gap In-House Service Excellence Training McKinley Solutions © 2008
  2. 2. How to develop effective in-house service excellence training Identify service Assess Identify reasons Select and Implement needs and Service for performance develop Monitor expectations performance gap and options interventions Maintain gap for interventions McKinley Solutions © 2008
  3. 3. Step 2 Assess service performance gap McKinley Solutions © 2008
  4. 4. What is the Current Performance? • Memberships figures • Business unit (dining room, coffee shop, field bar) sales figures • Records of complaints • Membership satisfaction surveys McKinley Solutions © 2008
  5. 5. What is the Current Performance? Supplementary quantitative information based on direct observation, surveys and questionnaires, interviews, focus groups, etc. McKinley Solutions © 2008
  6. 6. What is the Current Performance? The type of information collected on current performance is determined by expectations of service excellence for comparative purposes McKinley Solutions © 2008
  7. 7. What is the Current Performance? Your objective is to compare the expected (desired) behaviors and accomplishments with current performance. McKinley Solutions © 2008
  8. 8. What is the Performance Gap? In other words “What is the difference between the service standards the club would like to offer and what is currently being offered?” McKinley Solutions © 2008
  9. 9. Three dimensions of a Performance 1. Magnitude 2. Value Gap 3. Urgency McKinley Solutions © 2008
  10. 10. Performance Gap Magnitude How big and all encompassing the gap is Is it prevalent throughout the organization or simply local? McKinley Solutions © 2008
  11. 11. Performance Gap Value How much the gap represents to the organization in terms of revenues, profits or cost savings. McKinley Solutions © 2008
  12. 12. Performance Gap Urgency How quickly it must be resolved. What are the consequences to the organization if not immediately handled? McKinley Solutions © 2008
  13. 13. References & Recommendations In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model. McKinley Solutions © 2008
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