THE 9-BLOCK GUIDE
27 CRITICAL QUESTIONS TO GROW
Mind aligners must use the following 27 critical questions to reach OKR consensus in organisational & departmental levels.
Three questions are for each in 9 building blocks that build the whole organisational aligment to grow
01
REVENUE STREAMS
1. What is the most important Key Results your Department make to achieve the Hotel Objectives in Revenue Streams?
2. What is the most important Measurement for the mentioned Key Results?
3. Is the Measurement driven by Customer Segments?
02
CUSTOMER SEGMENTS
1. What are the TOP 3 most important Customer Segments that make your Dept contribute the best to Revenue Development?
2. What are the Top 3 Gains that drive Customers' decisions TO pay for your services?
3. What are the Top 3 Pains that drive Customers' decisions NOT TO pay for your services?
03
VALUE PROPOSitions
1. What are the TOP 3 most important Values (Gifts) your Department can bring to the identified Customer Segments?
2. What are the Top 3 Gifts that your Dept can make sure Customers continue GAINS?
3. What are the Top 3 Gifts that your Dept can make sure Customers avoid PAINS?
04
CUSTOMER SATISFACTION
1. What are the TOP 3 most important Metrics to measure Customer Satisfaction with your Department Services?
2. Can you define Root Causes of Top 3 Gains your Customers have?
3. Can you define Root Causes of Top 3 Pains your Customers face?
05
DElivery CHANNEL
1. What are the TOP 3 most important Metrics to measure Quality of Service Delivery by your Department Services?
2. Can you define Root Causes of Top 3 Gains your Customers have?
3. Can you define Root Causes of Top 3 Pains your Customers face?
06
COST STRUCTURE
1. What is the most important Key Results your Department make to achieve the Hotel Objectives in Cost Restructure?
2. What are the most important Metrics for the Key Results?
3. Are the Metrics driven by Customer-centric data?
07
KEY ACTIVITIES
1. What are the most important 20% activities that drive 80% of the Gifts (Values) your Department promises to your Customers?
2. Are the Key Activities agreed among all individuals in your Department?
3. How do you measure the success of your Departmental Key Activities?
08
KEY RESOURCES
1. What are the most important Key Resources for your Department to deliver the identified Key Activities?
2. Are the Key Resources agreed among all individuals in your Department?
3. How do you measure the best cost-effective management of your Departmental Key Sources?
09
KEY PARTNERSHIP
1. What are the most important Key Partners for your Department to deliver the identified Key Activities?
2. Are the Key Partnership measusred & agreed among all individuals in your Department?
3. How do you measure the best cost-effective management of your Departmental Key Partnership?