Refers to the difference between optics when comparing different people’s perspectives of operational standards.
Example: A Bar Manager believes his/her store looks perfect but the Regional Manager thinks that the store looks terrible. The difference in their optics (Perfect vs. terrible), means that there is a gap between what the Bar Manager thinks is good performance and what the Regional Manager actually expects. Therefore, by the Regional Manager identifying a gap, it must be removed by providing clearer optics to the Bar Manager through education.