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Gap Analysis

Gap Analysis. Presentation by Stephen Coppola. Table of Contents. Definition of Gap Analysis Service Gap Analysis SERVQUAL Gaps Model Dimension Model Real World Gap Analysis ISO 9001 2000. 2. Definition of Gap Analysis.

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Gap Analysis

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  1. Gap Analysis Presentation by Stephen Coppola

  2. Table of Contents • Definition of Gap Analysis • Service Gap Analysis • SERVQUAL • Gaps Model • Dimension Model • Real World Gap Analysis • ISO 9001 2000 2

  3. Definition of Gap Analysis • Formal means to identify and correct gaps between desired levels and actual levels of performance • Used by organizations to analyze certain processes of any division of their company 3

  4. Service Gap Analysis • Expected level of service vs. Actual level of service provided • SERVQUAL - 5 gaps - 5 dimensions 4

  5. SERVQUAL • A gap analysis research instrument • created by Parasuraman, Zeithamel, and Berry • Introduced in 1988 5

  6. SERVQUAL Model 6

  7. SERVQUAL Model Gaps • Gap 1 • The difference between actual customer expectations and management’s idea or perception of customer expectations 7

  8. SERVQUAL Model Gaps • Gap 2 • Mismatch between manager’s expectations of service quality and service quality specifications 8

  9. SERVQUAL Model Gaps • Gap 3 • Poor delivery of service quality 9

  10. SERVQUAL Model Gaps • Gap 4 • Differences between service delivery and external communication with customer 10

  11. SERVQUAL Model Gaps • Gap 5 • Differences between Expected and Perceived Quality 11

  12. Gaps Model 12

  13. Gaps Model • There are 22 items which can be rated • i.e. modern looking equipment, prompt service, understanding of needs, etc. • These items are broken up into 5 dimensions: • Tangibles (Items 1-4) • Reliability (Items 5-9) • Responsiveness (Items 10-13) • Assurance (Items 14-17) • Empathy (Items 18-22) 13

  14. Gaps Model • Perceptions and Expectations are given a rating for certain dimensions • Ratings scale • 1 (Strongly Disagree) to 7 (Strongly Agree) • Average expectation rating is then subtracted from the average perception rating 14

  15. Gaps Model • High Training needed negative = in certain rating dimension • High Dimension is OK, • positive = no training • rating needed 15

  16. Gaps Model Example For Example: • If a survey was taken which showed the averages for each dimension is as follows: DimensionPerception AverageExpectation Average Tangibles 5.4 2.4 Reliability 5.6 4.6 Responsiveness 3.2 3.5 Assurance 6.2 3.4 Empathy 2.8 4.2 • What dimension should be emphasized? 16

  17. Gaps Model Example • Perception – Expectation = Difference • Tangibles: 5.4 - 2.4 = 3.0 • Reliability: 5.6 - 4.6 = 1.0 • Responsiveness: 3.2 - 3.5 = -0.3 • Assurance: 6.2 - 3.4 = 2.8 • Empathy: 2.8 - 4.2 = -1.4 • Empathy has the lowest rating therefore it is the dimension where training should be emphasized the most. A focus should also be placed on Responsiveness because of its negative rating. 17

  18. Applications of Gap Analysis • ISO 9001 2000 • Praxiom Research Group Limited • Process Approach 18

  19. ISO 9001 2000Gap Analysis Tool • Phase 1: Identify Gaps • Phase 2: Fill Gaps 19

  20. ISO 9001 2000Gap Analysis Tool Identify Gaps: • Tool lists the five sets of requirements from the ISO 9001 2000 as questions • Systematic • Management • Resource • Realization • Analytical 20

  21. ISO 9001 2000Gap Analysis Tool Identify Gaps: • Three answers are possible for each question: • Yes – organization has met one of ISO’s requirement • No – points to a gap • N/A – question is not applicable to situation 21

  22. ISO 9001 2000Gap Analysis Tool Identify Gaps: • Each time “NO” is answered, there is a column to help organization identify which processes need to be fixed • 22 total processes which can be fixed 22

  23. ISO 9001 2000Gap Analysis Tool Fill Gaps: • Preparation and Implementation of System Development Forms • Each of the 22 processes listed in Phase One has a system development form 23

  24. ISO 9001 2000Gap Analysis Tool Fill Gaps: • These system development forms are used to prepare System Development Plans • The Gap Analysis questions are turned into action statements • These action statements formulate remedial actions which will fill in the gaps 24

  25. ISO 9001 2000Gap Analysis Tool Fill Gaps: • Once all actions are performed and gaps are filled, the organization will have a ISO 9001 2000 compliant Quality Management System 25

  26. Summary of Gap Analysis • Gaps can be found in any process of an organization’s operations • Tools like SERVQUAL, Two-Dimensional Analysis, and ISO 9001 2000 can all be used to perform gap analysis • Gap Analysis is one of the best procedures to help lead a company to not only improve their processes, but recognize which processes are in need of improvement. 26

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