Explain how you plan to make sure you correctly assess your customers’ expectations. Recall that your competitor analysis provided you with some guidelines about the determinant attributes of your service. Now your job is to explain in detail how do you plan to deliver those determinant attributes in a way that meets your customers’ expectations.
Gap 3 – The Delivery Gap: Explain how you plan to ensure that your employees deliver the service that you promised to your customers. In Part 5 of the final project, you described your hiring, training, and motivation strategies. Now your job is to explain in detail how those strategies will lead to employees who are able and willing to deliver service quality. Moreover, you need to explain how you plan to monitor that your employees are actually performing their tasks as they are supposed to do. For example, will you use customers’ surveys or mystery shoppers to monitor your employees?
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