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Gap Analysis

Learn about the definition of gap analysis, service gap analysis, SERVQUAL model, Gaps Model, and real-world applications like ISO 9001:2000. Understand how to identify and correct gaps in service quality to enhance organizational performance. Tools and models explained in detail.

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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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