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The use of dashboards and scorecards will not help companies to improve products and services unless the metrics employed are clearly understood. When using metrics to create dashboards and scorecards, it is important to remember two main concepts:

1) Knowledge – Metrics must provide knowledge about processes; e.g. how long do guests have to wait for room service deliveries? This helps companies to develop even better metrics.

2) Alignment – Metrics must align with strategic goals for performance; e.g. guest loyalty scores. Unless the metrics correspond to the desired performance, they can’t possibly tell you anything you need to know.

Internally, after appropriate metrics are established; baselines should be set and competition should be benchmarked to ensure everyone in the organization is aware of the expected performance, and how the competition is performing. It then becomes much more simple and transparent for companies to focus on improving these benchmarked processes, which in turn result in improved services and products offered to guests.

In summary, metrics used on dashboards and scorecards must provide insight on processes and align with strategic goals for performance. Once appropriate metrics are decided upon, baselines needs to be established and the competition benchmarked. With these standardized tools in hand, companies can more quickly focus on improvement efforts.

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A dashboard is simply a metaphor for critical metrics to measure business performance.  Just the same way you use the dashboard of your car to monitor the status of your vehicle; you can use a dashboard to monitor key performance indicators of your company.

Companies that use scorecards and dashboards can measure the processes involved in providing guest services.  It’s a simple formula:

Processes need to be measurable.  In order for them to be measurable, they need to be understood.  Companies that understand their processes through scorecards and dashboards can correct, control, improve and measure the quality and performance of guest services, and are consequentially able to improve guest satisfaction, reduce costs and improve revenues.

Is your company effectively using dashboards to the extent your competition does?

Please visit our website: SQInsight Hospitality Consulting