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2. Agenda What Is GAP Analysis? Why GAP Analysis is used ? Basic Process of GAP analysis. 2

3. Different methods to Conduct GAP Analysis. SERVQUAL Case Study For a Hospital/Clinic SAGA ISO 9001:2000 Two Dimensional Analysis Summary 3

4. It is a Technique for determining the steps to be taken in moving from current state to desired future state. Gap Analysis is formal study of what business is doing currently and where it wants to go in the future? 4 Definition GAP Analysis

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6. GAP analysis provides foundation for measuring investment of time, money and Human resources required to achieve particular outcome. 6 Why GAP Analysis?

7. Examples: Transformation of Paper based to Paperless Salary system Classification of how well a product or solution meets the consumer requirement 7

8. 8 Where are we now? Where Do we want to go? How Do we do that ? What Do we need to Do to Get there? Basic Process for GAP Analysis Current State Gap Analysis Desired State

9. 9 Answer to each GAP analysis Question Answer ->YesAnswer-NoAnswer->N/A Provide Evidence Remedial action should be taken No Action Required You Must be able to Justify Why this Question is not Applicable What Do we need to do to get there ?

10. 10 How do we Do that ? Plan  Do  Check  Act

11. SERVQUAL ISO 9001:2000 SAGA(Self Assessment Gap Analysis) Two Dimensional Analysis 11 Different methods to Conduct GAP Analysis

12. This Method of GAP Analysis consists of set of Questions Divided in Five categories 12 SERVQUAL Physical Facilities, equipment and appearance of personnel Tangible Ability to perform promised Service dependably and accurately Reliability Willingness to help Customer and provide prompt service Responsiveness

13. SERVQUAL Knowledge and courtesy of the employees and their ability to inspire trust and Confidence Assurance Caring individualized attention the Firm Provides its Customers Empathy

14. What do we do with this survey? Administer the survey to customer and the company The results will show difference in perceptions between Customers Employees Management 14

15. SERVQUAL – Model Word of mouth Communication Past Experience Personal Needs Expected Service Service Quality Specifications Service delivery Perceived Service Management Perception of Customer Expectations External communication to Customers Customer Provider GAP 3 GAP 2 GAP 5 GAP 4 GAP 1

16. 16 SERVQUAL – Case Study. Part 1 This is a Case Study about a Hospital or a Clinic “X“ We have a Questionnaire here which deals with All Five Dimentions of the SurvQual AnalysisQuestionnaire Reference http://marketing.byu.edu Answer to SurvQual Questionnaire

17. 17 SERVQUAL – Case Study. Part 2

18. 18 SERVQUAL – Case Study. Part 3 How Can this data Obtained From SurvQual Can be used?

19. We can assess service quality from customer‘s perspective We can track customer expectation and perceptions over time and the discrepencies between them We can compare a set of serqual scores against those of competitors or best practice examples We can compare the expectation and perception of differenet customer groups 19 How Can this data Obtained From SurvQual Can be used?

20. Rather then sending out a survey as in SurvQual, SAGA is a process used to take a close look at an organization’s operations. In SAGA a Company/Process/Approach is Analyzed using the Baldrige criteria and the Gaps are found out. 20 SAGA-Self Assessment Gap Analysis

21. ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards. 21 ISO 9001:2000 GAP Analysis Reference http://www.iso.org

22. Identifying the GAPS with reference to the Standards provided by ISO and Finding out solutions To Fill them. The ISO 9000 family of standards relate to quality management systems http://www.iso.org 22

23. Summary Gaps can be found in any process,Department,Approach of an orgainsation. Tools like SERVQUAL, SAGA, TWO Dimensional Analysis,ISO 9001 2000 can be used to perform gap analysis GAP Analysis is one of best procedures to help a company to not only improve their processes, but recognise which processes are in need of improvement

24. 24 Thank You !