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Gap Analysis. Table of Contents Definition of Gap AnalysisDefinition of Gap Analysis Service Gap AnalysisService Gap Analysis SERVQUALSERVQUAL –Gaps Model.

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Presentation on theme: "Gap Analysis. Table of Contents Definition of Gap AnalysisDefinition of Gap Analysis Service Gap AnalysisService Gap Analysis SERVQUALSERVQUAL –Gaps Model."— Presentation transcript:

1 Gap Analysis

2 Table of Contents Definition of Gap AnalysisDefinition of Gap Analysis Service Gap AnalysisService Gap Analysis SERVQUALSERVQUAL –Gaps Model –Dimension Model Real World Gap AnalysisReal World Gap Analysis ISO ISO

3 Definition of Gap Analysis Formal means to identify and correct gaps between desired levels and actual levels of performanceFormal 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 companyUsed 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 providedExpected level of service vs. Actual level of service provided SERVQUALSERVQUAL - 5 gaps - 5 dimensions 4

5 SERVQUAL A gap analysis research instrumentA gap analysis research instrument –created by Parasuraman, Zeithamel, and Berry –Introduced in

6 SERVQUAL Model 6

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

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

9 SERVQUAL Model Gaps Gap 3Gap 3 –Poor delivery of service quality 9

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

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

12 Gaps Model 12

13 Gaps Model There are 22 items which can be ratedThere 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:These items are broken up into 5 dimensions: Tangibles (Items 1-4)Tangibles (Items 1-4) Reliability (Items 5-9)Reliability (Items 5-9) Responsiveness (Items 10-13)Responsiveness (Items 10-13) Assurance (Items 14-17)Assurance (Items 14-17) Empathy (Items 18-22)Empathy (Items 18-22) 13

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

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

16 Gaps Model Example For Example: If a survey was taken which showed the averages for each dimension is as follows:If a survey was taken which showed the averages for each dimension is as follows: Dimension Perception Average Expectation Average Tangibles Reliability Responsiveness Assurance Empathy What dimension should be emphasized?What dimension should be emphasized? 16

17 Gaps Model Example Perception – Expectation = DifferencePerception – Expectation = Difference –Tangibles: = 3.0 –Reliability: = 1.0 –Responsiveness: = -0.3 –Assurance: = 2.8 –Empathy: = -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.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 ISO Praxiom Research Group LimitedPraxiom Research Group Limited Process ApproachProcess Approach 18

19 ISO Gap Analysis Tool Phase 1: Identify GapsPhase 1: Identify Gaps Phase 2: Fill GapsPhase 2: Fill Gaps 19

20 ISO Gap Analysis Tool Identify Gaps: Tool lists the five sets of requirements from the ISO as questionsTool lists the five sets of requirements from the ISO as questions –Systematic –Management –Resource –Realization –Analytical 20

21 ISO Gap Analysis Tool Identify Gaps: Three answers are possible for each question: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 Gap Analysis Tool Identify Gaps: Each time “NO” is answered, there is a column to help organization identify which processes need to be fixedEach time “NO” is answered, there is a column to help organization identify which processes need to be fixed 22 total processes which can be fixed22 total processes which can be fixed 22

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

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

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

26 Summary of Gap Analysis Gaps can be found in any process of an organization’s operationsGaps can be found in any process of an organization’s operations Tools like SERVQUAL, Two- Dimensional Analysis, and ISO can all be used to perform gap analysisTools like SERVQUAL, Two- Dimensional Analysis, and ISO 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.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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