gap analysis n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Gap Analysis PowerPoint Presentation
Download Presentation
Gap Analysis

Loading in 2 Seconds...

play fullscreen
1 / 26

Gap Analysis - PowerPoint PPT Presentation


  • 181 Views
  • Uploaded on

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.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Gap Analysis' - Antony


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
gap analysis

Gap Analysis

Presentation by

Stephen Coppola

table of contents
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
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
Service Gap Analysis
  • Expected level of service vs. Actual level of service provided
  • SERVQUAL

- 5 gaps

- 5 dimensions

4

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

5

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

7

servqual model gaps1
SERVQUAL Model Gaps
  • Gap 2
    • Mismatch between manager’s expectations of service quality and service quality specifications

8

servqual model gaps2
SERVQUAL Model Gaps
  • Gap 3
    • Poor delivery of service quality

9

servqual model gaps3
SERVQUAL Model Gaps
  • Gap 4
    • Differences between service delivery and external communication with customer

10

servqual model gaps4
SERVQUAL Model Gaps
  • Gap 5
    • Differences between Expected and Perceived Quality

11

gaps model1
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

gaps model2
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 model3
Gaps Model
  • High Training needed

negative = in certain

rating dimension

  • High Dimension is OK,
  • positive = no training
  • rating needed

15

gaps model example
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

gaps model example1
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

applications of gap analysis
Applications of Gap Analysis
  • ISO 9001 2000
  • Praxiom Research Group Limited
  • Process Approach

18

iso 9001 2000 gap analysis tool
ISO 9001 2000Gap Analysis Tool
  • Phase 1: Identify Gaps
  • Phase 2: Fill Gaps

19

iso 9001 2000 gap analysis tool1
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

iso 9001 2000 gap analysis tool2
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

iso 9001 2000 gap analysis tool3
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

iso 9001 2000 gap analysis tool4
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

iso 9001 2000 gap analysis tool5
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

iso 9001 2000 gap analysis tool6
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

summary of gap analysis
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