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Int In House Service Excel Training Mod 2
1.
Assess Service Performance
Gap In-House Service Excellence Training McKinley Solutions © 2008
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.
Step 2 Assess
service performance gap McKinley Solutions © 2008
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.
What is the
Current Performance? Supplementary quantitative information based on direct observation, surveys and questionnaires, interviews, focus groups, etc. McKinley Solutions © 2008
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.
What is the
Current Performance? Your objective is to compare the expected (desired) behaviors and accomplishments with current performance. McKinley Solutions © 2008
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.
Three dimensions
of a Performance 1. Magnitude 2. Value Gap 3. Urgency McKinley Solutions © 2008
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.
Performance Gap
Value How much the gap represents to the organization in terms of revenues, profits or cost savings. McKinley Solutions © 2008
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.
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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