Evolution of Performance Excellence
With EVOS™, teams speak a shared language of excellence and move in the same direction. The system gives organizations a proven, repeatable way to strengthen performance without scripts, micromanagement, or daily heroics from the team.
EVOS™ helps leaders build a culture where elevated service becomes consistent, measurable, and sustainable — not accidental or dependent on who’s on shift.
Find Out How
Performance Doesn’t Improve by Accident
Organizations don’t struggle because people lack talent.
They struggle because:
- expectations aren’t aligned
- leadership and frontline operate on different assumptions
- service excellence depends on who’s on shift
- new initiatives start strong and fade quickly
- everyone is busy, but not always moving together
EVOS fixes that.
It’s not a training program.
It’s not an event.
It’s a 12-month performance system that aligns how people lead, how teams behave, and how culture shows up — every day.
Insight Brief
Why Performance Breaks Down
Reveal the five hidden variables leaders often overlook — and the simple way to spot and correct performance drift before it becomes a crisis.
Free Guide
The Service Standard That Never Slips
Learn how to deliver consistent, elevated service experiences without scripts, micromanagement, or daily heroics from the team.
Free Guide
Lead From
Center
A five-minute reset leaders use to make clearer decisions, communicate with presence, reduce overwhelm, and create steadiness for their teams.
Insight Brief
EVOS™ Executive Brief
A high-level overview of the EVOS™ system for organizational leaders. Learn how EVOS™ can strengthens alignment and results.
EVOS™ Creates Real, Measurable Change
EVOS™ turns the daily work of service into a unified rhythm.
Where excellence isn’t occasional, it becomes the essence of your culture.
It blends operational clarity with human-centered leadership. The system is informed by the rigor found in Forbes-style service environments, and translated into practical steps your people can deliver across industries.
A key strength of EVOS is the PGI Advantage.
The Performance Gap Indicator provides the pre- and post-data that grounds the entire system in reality:
- where culture is breaking down and where execution is slipping
- where leadership needs clarity and where teams need support
- what’s improving — and what’s not yet
Using your own data provided by PGI —
everyone from the C-suite to the frontline sees the same patterns, the same priorities, and the same evidence of improvement.
EVOS™ works because it aligns three things that rarely move together: how people lead, how teams behave, and how culture shows up in real daily interactions.
The KA•NA Journey
The KA•NA Journey turns clarity into coordinated action. Once leaders and teams see the same reality, these four moves provide the structure to act on it — so progress doesn’t drift, stall, or depend on chance.
● Assess
● Align
● Activate
● Adjust
Reveal what's real.
EVOS™ begins with PGI — the diagnostic that reveals the patterns shaping culture, leadership, operations, training, and service.
This assessment provides the baseline you’ll measure against all year and eliminates guesswork from the process.
Aim energy where it matters.
Leaders and teams align around a shared vision of excellence — not conceptually, but in terms of daily behaviors and non-negotiables.
Turn insight into action.
This is the engine of EVOS:
twelve monthly themes that strengthen the behaviors that drive customer experience and internal culture.
Each theme builds skill, reinforces clarity, and creates visible momentum.
Keep progress in motion.
Throughout the year, we review what’s improving — and why.
We reinforce what’s working, address what’s slipping, and use PGI insights to guide conversation, not conflict.
The Leadership Cadence
Leadership makes or breaks culture. But leaders don’t need another item on their checklist — they need clarity, direction, and confidence.
Each month, leaders receive focused guidance that strengthens alignment, reinforces the monthly theme, and gives them simple coaching moves they can use immediately — support that builds clarity, not extra work. Leaders consistently describe it as a relief — the structure that makes leading easier.
Nothing builds credibility faster than seeing a CFO, GM, or department head sitting shoulder-to-shoulder with the team. It signals unity, elevates leadership’s role, and ensures the entire company experiences EVOS as one system, not a top-down initiative.
The shift is immediate: supervision becomes coaching, alignment becomes visible, and leaders gain a rhythm that supports real performance.
Featured Client
Excellence in Motion
A journey toward Forbes Five-Star distinction through clarity, alignment, and a unified standard of service.
Hotel Nikko San Francisco invited KA•NA to support a hotel-wide commitment to excellence as they pursued Forbes Five-Star recognition. Known for its warm, polished service influenced by Japanese hospitality principles, the leadership team sought to create an even more seamless guest experience — ensuring that every moment, in every department, reflected the same elevated standard.
Over twelve months, KA•NA partnered with Nikko’s leaders to build a unified, property-wide service rhythm. Together, we crafted a comprehensive internal campaign: guest-journey mapping, integrated Forbes language and standards, monthly service themes, leadership alignment sessions, and a train-the-trainer initiative that empowered internal champions to carry the work forward.
The result was a shared service language that reached every corner of the hotel. Team members at all levels spoke from the same expectations and delivered from the same definition of excellence. Anonymous KA•NA shopper evaluations showed steady gains in consistency, and leaders reported renewed confidence, pride, and clarity around what distinguished the hotel’s signature level of service.
Hotel Nikko’s commitment — combined with KA•NA’s structure — created a culture where excellence wasn’t aspirational; it became a daily rhythm.
“KA•NA helped us align our entire team around one definition of excellence. The clarity and consistency strengthened our service culture in a way that felt both elevated and authentic to who we are.”
— Anna Marie Presutti- VP & GM Hotel Nikko San Francisco
Unified Service Language
A shared definition of excellence across every department.
Consistent Guest Experience
Improved consistency in guest interactions and KA•NA shopper evaluations.
Empowered, Aligned Teams
A hotel-wide rhythm that builds confidence, coherence, and daily momentum.
Build a culture where excellence isn’t occasional.
Start the conversation about bringing EVOS™ to your organization.
Schedule a Call