V&A Gap Analysis Profiles

Building Leadership Vision and Action Plans for Maximizing Value

• Does the customers' perception of the value they receive differ from leadership's vision for creating value?
• What organizational values, practices, and behaviors are most critical to creating customer value and loyalty?
• How does the internal sales and services teams' values, practices and behaviors align with leadership's vision for customer value?

The Value Gap Analysis Profile (V-GAP) and the Alignment Gap Analysis Profile (A-GAP) are assessment and analysis methodologies that build a roadmap for maximizing the value delivered by sales and service teams.

The V-GAP utilizes validated, online diagnostic tools to measure your customers' actual experience with your sales and service team against your leadership's vision for the value to be delivered. V-GAP builds a roadmap for improving your organization's ability to increase customer loyalty by identifying the specific gaps undermining the value your organization is creating for your customers.

The A-GAP measures the same leadership vision as V-GAP but also assesses the sales and service teams' perception of their expectations for creating value. Utilizing the findings from Integrity Solutions^® proven online diagnostic tools, organizations will create an action plan for enhancing internal alignment and improving sales and service performance. This plan focuses on eliminating internal conflict and improving team commitment to insure customer value and loyalty.

As a result of V-GAP and A-GAP organizations will:

• Examine Leadership's Vision for Creating Customer Value
• Clarify Sales and Service Values, Practices and Behaviors
• Establish a Baseline for Understanding Customer Loyalty (V-GAP)
• Assess the Perceived Expectations of your Sales/Service Team (A-GAP)
• Determine your Teams' Perception of Performance and Value (A-GAP)
• Analyze your Customers' Perception of Performance and Value (V-GAP)
• Define the Differences from Top Performing Organizations

V&A-GAP (Value & Alignment Gap Analysis Profile) combines the two profiles for a deeper look at organizational performance, building a roadmap by defining gaps from three data sources:

• Leadership: Capturing their vision of the ideal outcomes, values, practices and behaviors - a vision for their sales and service that will maximize value.
• Customers: Providing feedback on their perception of the value they are receiving as defined by their expectations-practices and behaviors that lead to loyalty.
• Sales/Service Team: Providing feedback on sales/service's perspective on their organization's expectations for values, practices and behaviors to maximize value.

After the V-GAP and/or A-GAP assessments, Integrity Solutions will present a report that compares and contrasts the data from these assessments. You'll receive relevant insights and recommendations for determining next steps to closing priority gaps. If your management team would like to go deeper on these findings, you might also consider an A³ Workshop to align leadership around the data and outcomes to develop action plans that improve performance and results.

Results

As a result of investing in the V-GAP and/or A-GAP organizations will:

• Close the gaps between leadership's vision, and sales/service perspectives.
• Enhance values, practices, and behaviors of sales and service professionals.
• Improve customer loyalty: repurchase, & endorsement.
• Learn about the best performaning organizations.
• Develop a plan of action for overcoming the value & alignment barriers to growth.