FOUNDATIONS OF CAPABILITY

CMMI Resort

Coconut Mahi-Mahi Island (CMMI) Resort

Coconut Mahi-Mahi Island Resort (or as we fondly call it, the CMMI Resort) is an all-inclusive va-
cation destination. The main building contains:
 The lobby
 A reception area
 The lobby bar
 1 casual dining restaurant
 1 more upscale restaurant
 An indoor pool with a poolside bar
 7 guest room floors with a total of 175 rooms
A second building has:
 A large ballroom which can be subdivided into 4 smaller meeting rooms
 Another 3 meeting rooms
 5 guest room floors with 120 guest rooms
The resort is open year-round but it has peak seasons corresponding with winter break and
spring break in many school systems and universities.
Our company has purchased the CMMI resort from the previous management company. We
heard that the previous owner sold it because they were no longer making a profit. They were
having difficulty hiring and retaining personnel, traveler reviews of the resort had dropped to
1.5 out of 5 stars, and business had dwindled.
Customer comments on travel review sites frequently included phrases like:
 Nobody paid attention to my complaints
 Air conditioning was broken
 My key card didn’t work
 Items listed on the menu weren’t available
 Waterfront equipment was broken
 Shower had mold

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 FOUNDATIONS OF CAPABILITY
CMMI Resort

A. Performance Improvement Goals

Issue or Who is Performance
Impact
Opportunity Affected Improvement Goal

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 FOUNDATIONS OF CAPABILITY
CMMI Resort

B. Measuring Performance Improvement

Performance Improvement Goal

Why do we have this improvement goal?

Customers or Stakeholders (Who Cares?) Business Value (So What?)

How will we measure progress toward meeting this improvement goal?

What will we call the measure?

How will it be collected and stored? By whom?

How it will be analyzed and presented? By whom?

How will we use the measurement information?

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 FOUNDATIONS OF CAPABILITY
CMMI Resort

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© 2019 ISACA. All rights reserved.