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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