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 • 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
Service Gap Analysis • Expected level of service vs. Actual level of service provided • SERVQUAL - 5 gaps - 5 dimensions 4
SERVQUAL • A gap analysis research instrument – created by Parasuraman, Zeithamel, and Berry – Introduced in 1988 5
SERVQUAL Model 6
SERVQUAL Model Gaps • Gap 1 – The difference between actual customer expectations and management’s idea or perception of customer expectations 7
SERVQUAL Model Gaps • Gap 2 – Mismatch between manager’s expectations of service quality and service quality specifications 8
SERVQUAL Model Gaps • Gap 3 – Poor delivery of service quality 9
SERVQUAL Model Gaps • Gap 4 – Differences between service delivery and external communication with customer 10
SERVQUAL Model Gaps • Gap 5 – Differences between Expected and Perceived Quality 11
Gaps Model 12
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 Reliability Responsiveness Assurance Empathy (Items 1 -4) (Items 5 -9) (Items 10 -13) (Items 14 -17) (Items 18 -22) 13
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
Gaps Model • High negative rating • High positive rating = Training needed in certain dimension = Dimension is OK, no training needed 15
Gaps Model Example For Example: • If a survey was taken which showed the averages for each dimension is as follows: Dimension Perception Average Tangibles 5. 4 Reliability 5. 6 Responsiveness 3. 2 Assurance 6. 2 Empathy 2. 8 • What dimension should be emphasized? Expectation 2. 4 4. 6 3. 5 3. 4 4. 2 16
Gaps Model Example • Perception – Expectation = Difference – – – Tangibles: Reliability: Responsiveness: Assurance: Empathy: 5. 4 - 2. 4 = 3. 0 5. 6 - 4. 6 = 1. 0 3. 2 - 3. 5 = -0. 3 6. 2 - 3. 4 = 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 17 negative rating.
Applications of Gap Analysis • ISO 9001 2000 • Praxiom Research Group Limited • Process Approach 18
ISO 9001 2000 Gap Analysis Tool • Phase 1: Identify Gaps • Phase 2: Fill Gaps 19
ISO 9001 2000 Gap Analysis Tool Identify Gaps: • Tool lists the five sets of requirements from the ISO 9001 2000 as questions – – – Systematic Management Resource Realization Analytical 20
ISO 9001 2000 Gap 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
ISO 9001 2000 Gap 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
ISO 9001 2000 Gap 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
ISO 9001 2000 Gap 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
ISO 9001 2000 Gap 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
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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