McKinley Solutions © 2008

In-House Service

Excellence Training

Assess Service Performance Gap

McKinley Solutions © 2008

How to develop effective in-house service excellence

training

Select and develop

interventions

Identify service needs and

expectations

AssessService

performance gap

Identify reasons for performance gap and options for interventions

ImplementMonitor Maintain

McKinley Solutions © 2008

Step 2

Assess service performance gap

McKinley Solutions © 2008

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

What is the Current Performance?

Supplementary quantitative information based on direct observation, surveys and

questionnaires, interviews, focus groups, etc.

McKinley Solutions © 2008

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

What is the Current Performance?

Your objective is to compare the expected (desired) behaviors and accomplishments

with current performance.

McKinley Solutions © 2008

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

Three dimensions

of a Performance

Gap1. Magnitude2. Value3. Urgency

McKinley Solutions © 2008

Performance GapMagnitude

How big and all encompassing the gap is

Is it prevalent throughout the organization or simply local?

McKinley Solutions © 2008

Performance GapValue

How much the gap represents to the

organization in terms of revenues, profits or

cost savings.

McKinley Solutions © 2008

Performance GapUrgency

How quickly it must be resolved.

What are the consequences to the organization if not immediately

handled?

McKinley Solutions © 2008

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.