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V&A-GAP
Assessment
(Value
and Alignment Gap Analysis Profile)
The objectives
are to:
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Measure the impact of an
organization's values, practices and behaviors on the creation of
VALUE for their customers.
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Analyze the findings from
the following value-driven assessments:
CUSTOMER Satisfaction, Repurchase Intention, and Endorsement
LEADERSHIP Vision of Ideal Values, Practices, and Behaviors
SALES & SERVICE TEAM Perception of the Current Values,
Practices, and Behaviors Expected
by Leadership
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Use the findings for
determining gaps and define e recommendations to eliminate the gaps
The process
utilizes on-line assessments to gather data from:
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Leadership
members to define the “ideal” vision for values, practices and
behaviors.
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A
sampling of 50 customers to assess their loyalty factors of
repurchase, value and willingness to refer and their perception of
how well the organization is exhibiting the values, practices and
behaviors that leadership has defined as ideal.
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Employees
or associates to gain their perspective on what the leadership
is expecting of them.
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The
data from each of the above assessments is compared to our validated
best practices profile of sales and service organizations that
create exceptional value for customers.
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The
findings are prepared and presented to the leadership group in a
meeting.
The
results will show whether the roadmap for skill development and process
improvement, enhancement is accurate. Organizations also have a
benchmark for future measurement.
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Need
to look more closely at behaviors,
Sales
Potential