performance gap in Balanced Scorecard Manager Toolkit (Publication Date: 2024/02)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Has your organization identified any gaps between customer needs and current performance?
  • How does enterprise performance management software fill the gaps in strategic planning?
  • What is the business value of closing the gap – in opportunity, performance and risk management?
  • Key Features:

    • Comprehensive set of 1512 prioritized performance gap requirements.
    • Extensive coverage of 187 performance gap topic scopes.
    • In-depth analysis of 187 performance gap step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 187 performance gap case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Customer Satisfaction, Training And Development, Learning And Growth Perspective, Balanced Training Data, Legal Standards, Variance Analysis, Competitor Analysis, Inventory Management, Data Analysis, Employee Engagement, Brand Perception, Stock Turnover, Customer Feedback, Goals Balanced, Production Costs, customer value, return on equity, Liquidity Position, Website Usability, Community Relations, Technology Management, learning growth, Cash Reserves, Foster Growth, Market Share, strategic objectives, Operating Efficiency, Market Segmentation, Financial Governance, Gross Profit Margin, target setting, corporate social responsibility, procurement cost, Workflow Optimization, Idea Generation, performance feedback, Ethical Standards, Quality Management, Change Management, Corporate Culture, Manufacturing Quality, SWOT Assessment, key drivers, Transportation Expenses, Capital Allocation, Accident Prevention, alignment matrix, Information Protection, Product Quality, Employee Turnover, Environmental Impact, sustainable development, Knowledge Transfer, Community Impact, IT Strategy, Risk Management, Supply Chain Management, Operational Efficiency, balanced approach, Corporate Governance, Brand Awareness, skill gap, Liquidity And Solvency, Customer Retention, new market entry, Strategic Alliances, Waste Management, Intangible Assets, ESG, Global Expansion, Board Diversity, Financial Reporting, Control System Engineering, Financial Perspective, Profit Maximization, Service Quality, Workforce Diversity, Data Security, Action Plan, Performance Monitoring, Sustainable Profitability, Brand Image, Internal Process Perspective, Sales Growth, Timelines and Milestones, Management Buy-in, Automated Data Collection, Strategic Planning, Knowledge Management, Service Standards, CSR Programs, Economic Value Added, Production Efficiency, Team Collaboration, Product Launch Plan, Outsourcing Agreements, Financial Performance, customer needs, Sales Strategy, Financial Planning, Project Management, Social Responsibility, Performance Incentives, KPI Selection, credit rating, Technology Strategies, Supplier Scorecard, Brand Equity, Key Performance Indicators, business strategy, Balanced Scorecards, Metric Analysis, Customer Service, Continuous Improvement, Budget Variances, Government Relations, Stakeholder Analysis Model, Cost Reduction, training impact, Expenses Reduction, Technology Integration, Energy Efficiency, Cycle Time Reduction, Manager Scorecard, Employee Motivation, workforce capability, Performance Evaluation, Working Capital Turnover, Cost Management, Process Mapping, Revenue Growth, Marketing Strategy, Financial Measurements, Profitability Ratios, Operational Excellence Strategy, Service Delivery, Customer Acquisition, Skill Development, Leading Measurements, Obsolescence Rate, Asset Utilization, Governance Risk Score, Scorecard Metrics, Distribution Strategy, results orientation, Web Traffic, Better Staffing, Organizational Structure, Policy Adherence, Recognition Programs, Turnover Costs, Risk Assessment, User Complaints, Strategy Execution, Pricing Strategy, Market Reception, Data Breach Prevention, Lean Management, Six Sigma, Continuous improvement Introduction, Mergers And Acquisitions, Non Value Adding Activities, performance gap, Safety Record, IT Financial Management, Succession Planning, Retention Rates, Executive Compensation, key performance, employee recognition, Employee Development, Executive Scorecard, Supplier Performance, Process Improvement, customer perspective, top-down approach, Balanced Scorecard, Competitive Analysis, Goal Setting, internal processes, product mix, Quality Control, Systems Review, Budget Variance, Contract Management, Customer Loyalty, Objectives Cascade, Ethics and Integrity, Shareholder Value

    performance gap Assessment Manager Toolkit – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    performance gap

    Performance gap refers to the difference between customer expectations and the actual performance of an organization. This can signal areas of improvement to meet customer needs.

    1. Regular customer surveys: Provides feedback to identify and close performance gaps, leading to improved customer satisfaction and loyalty.
    2. Training and development programs: Improve employee skills to meet customer needs, resulting in increased performance and reduced customer complaints.
    3. Continuous improvement initiatives: Encourages a culture of identifying and addressing gaps, resulting in overall organizational improvement.
    4. Setting performance targets: Helps align efforts and prioritize actions to close performance gaps efficiently and effectively.
    5. Benchmarking against best practices: Provides insight into areas for improvement and potential solutions to close performance gaps.
    6. Implementing customer feedback systems: Allows for analysis of customer data to identify gaps and make necessary changes to meet their needs.
    7. Collaboration between departments: Encourages cross-functional teamwork to address performance gaps holistically.
    8. Utilizing technology: Streamlines processes and enables faster responses to customer needs, leading to improved performance and increased satisfaction.

    CONTROL QUESTION: Has the organization identified any gaps between customer needs and current performance?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    Yes, the organization has identified a significant gap between customer needs and current performance. In order to address this gap and ensure that we are meeting and exceeding our customers′ expectations, our 10-year goal is to achieve a perfect performance rating from our customers.

    This means that every single customer who interacts with our organization will rate their experience as excellent and have their needs fully met. We will continuously gather feedback from our customers and use it to improve and innovate our processes, products, and services to reach this goal.

    We understand that this is a big, hairy, audacious goal, but we are committed to putting in the hard work, dedication, and resources necessary to make it a reality. We believe that by achieving this level of performance, we will not only satisfy our customers, but also differentiate ourselves from our competitors and solidify our position as a leader in our industry.

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    performance gap Case Study/Use Case example – How to use:

    Client Situation:

    The organization, XYZ Corporation, is a manufacturing company that produces automobile parts for various clients. Despite having a reputable brand and a large customer base, the company has been facing challenges in meeting its customers′ needs and expectations. This has led to a decline in sales, as well as an increase in customer complaints and negative feedback. The company′s management has noticed a performance gap between the organization′s current performance and the expectations of its customers. Therefore, they have engaged a consulting firm to conduct a thorough analysis and identify the root causes of this performance gap.

    Consulting Methodology:

    The consulting firm utilized a mixed-method approach to identify and analyze the performance gap at XYZ Corporation. This included a combination of qualitative and quantitative research methods such as interviews, surveys, focus groups, and data analysis. The consulting team first conducted a series of interviews with key stakeholders, including the company′s management, employees, and customers, to understand their perceptions of the organization′s performance. This was followed by a customer satisfaction survey to gather feedback on their experience with the company′s products and services.


    Based on the findings from the research, the consulting firm provided the following deliverables to the client:

    1. A detailed report on the current performance of the organization, including a breakdown of key metrics such as customer satisfaction, sales revenue, and customer retention rates.

    2. A gap analysis report highlighting the differences between customer needs and the organization′s current performance.

    3. A root cause analysis report identifying the underlying factors contributing to the performance gap.

    4. A list of recommendations to bridge the performance gap and improve overall customer satisfaction.

    Implementation Challenges:

    The implementation of the recommended strategies to bridge the performance gap faced several challenges. One of the main challenges was the lack of alignment between the departments within the organization. The consulting team identified that various departments had conflicting objectives and were not working together to meet the needs of customers. Additionally, there was a lack of data-driven decision making, which made it difficult to measure and improve performance.


    To track the progress of implementing the recommended strategies, the consulting firm established the following key performance indicators (KPIs):

    1. Customer satisfaction score: This metric measures the overall satisfaction of customers with the company′s products and services.

    2. Sales revenue: This measures the financial performance of the organization and its ability to meet customer demands.

    3. Complaint resolution time: This metric tracks the time taken to resolve customer complaints, indicating the responsiveness of the organization towards addressing customer needs.

    Management Considerations:

    The consulting team recommended that XYZ Corporation make significant changes to its management approach to bridge the performance gap successfully. This included:

    1. restructuring the organization′s departments to align their objectives with the needs of customers.

    2. Implementing a data-driven decision-making approach to monitor and improve performance.

    3. Providing comprehensive training and development programs for employees to enhance their skills and knowledge in meeting customer needs.


    In conclusion, XYZ Corporation was able to identify and bridge the performance gap between its current performance and customer needs through the collaboration with a consulting firm. The implementation of the recommended strategies led to an increase in customer satisfaction, improved sales revenue, and a decrease in customer complaints. The company was able to develop a customer-centric approach to its operations, ensuring that customer needs are met effectively, leading to sustained growth and success. The success of this project highlights the importance of understanding and addressing performance gaps to achieve business objectives and maintain a competitive advantage in the market.


    1. PwC Consulting. (2016). Bridging the Gap: Performance Management Today. Retrieved from

    2. Forbes. (2019). How Data-Driven Decision Making Can Boost Business Performance. Retrieved from 2cd0e55a1cb6

    3. Harvard Business Review. (2007). How Ritz-Carlton Meets Unspoken Needs. Retrieved from

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