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Minding the Gaps in your Business
If you cannot measure it, you cannot manage it.

Measuring Vision

The Gap Formula

Vision when properly thought through, and consistently applied will result in profit. 'The formula below is a representation of the different elements that are important in the creation and the execution of vision.

When each element is identified it can then be assessed and measured. This often reveals gaps between the vision that is assumed for the company and what it actually presents - through marketing and sales - and delivers operationally.

Vision

These three elements define the purpose of the organisation and create the guests' expectations of their experience.
Target Market:
  • Has this been identified demographically, by activity,
    geographically?
  • Is it what you are actually getting?

Quality Product:

  • Does it meet the needs of your target market? And not just the guest you are actually getting?
  • Is it over or under delivering?
  • Is every element the best it can be within the
    business constraints?
  • Which element is more important?

Service @ Moment of Truth:

  • Has what is important to the target market been identified?
  • Is the product at these points checked?
  • Are policies and procedures in place?
  • Do the staff understand the vision and policies deep down so that they can react appropriately in unexpected circumstances?

Operations

This is about delivering on the promises made and expectations created by the vision.

Consistency
People are not perfect. Education, policies and procedures are the only way to make sure that your vision is delivered on.

  • Does your organisation recruit the right people?
  • Does your organisation nurture talent?
  • Does your organisation reward behaviour you want repeated?
  • Does your organisation mentor, coach and counsel effectively?
  • Is the training up-to-date?
  • IS COMMUNICATION A TOP PRIORITY? HOW OFTEN!

Result

Your expected outcome

Profit
As demonstrated by the calculation the organisations return on investment is a direct result of the consistency with which the vision is applied.

Closing The Gap

The ways in which Triage can help create the vision, communicate it effectively and ensure it is applied consistently are explored throughout the website.

 

Triage Hospitality Ltd
70 Donaghadee Road, Bangor, County Down. BT20 4QX
Tel: +44 (0) 20 7193 8441, Mobile: +44 (0) 7720 297279, E-mail: enquiries@triagehospitality.com,
Skype: kennethsharp