2. Agenda
What Is GAP Analysis?
Why GAP Analysis is used ?
Basic Process of GAP analysis.
Different methods to Conduct GAP Analysis.
SERVQUAL
Case Study For a Hospital/Clinic
SAGA
ISO 9001:2000
Two Dimensional Analysis
Summary
2
3. 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?
3
Definition GAP Analysis
Reference
http://en.wikipedia.org/wiki/Gap_analysis
4. GAP analysis provides foundation for measuring
investment of time , money and Human resources
required to achieve particular outcome.
Examples:
Transformation of Paper based to Paperless Salary
system
Classification of how well a product or solution meets
the consumer requirement
4
Why GAP Analysis?
Reference
http://en.wikipedia.org/wiki/Gap_analysis
5. 5
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
6. 6
Answer to each GAP analysis Question
Answer ->Yes Answer-No Answer->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 ?
Reference
www.ccsd.net/mps/pdf/gap_checklist.pdf
7. 7
How do we Do that ?
PlanDoCheckAct
Reference
www.ccsd.net/mps/pdf/gap_checklist.pdf
8. SERVQUAL
ISO 9001:2000
SAGA(Self Assessment Gap Analysis)
Two Dimensional Analysis
8
Different methods to Conduct GAP Analysis
9. This Method of GAP Analysis consists of set of
Questions Divided in Five categories
9
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
Reference http://scholar.google.com
10. 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
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
Reference http://scholar.google.com
11. 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
12. 12
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 Analysis
Reference http://marketing.byu.edu
Answer to SurvQual Questionnaire
14. 14
SERVQUAL – Case Study. Part 3
How Can this data Obtained From SurvQual Can be used?
15. We can asssess 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
15
How Can this data Obtained From SurvQual Can be used?
16. 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 Analysed
using the Baldrige criteria and the Gaps are found out .
What is Baldrige Criteria?
16
SAGA-Self Assessment Gap Analysis
Reference
http://www.baldrige.com/80-critical-questions/
17. ISO (International Organization for Standardization) is the
world's largest developer and publisher of International
Standards.
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
17
ISO 9001:2000 GAP Analysis
Reference http://www.iso.org
18. 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
19. Reference
Foster, S. Thomas (2001). Managing Quality . Upper
Saddle River, New Jersey: Prentice Hall.
http://www.Scribd.com
http://www.ccsd.net/mps/pdf/gap_checklist.pdf
http://www.nist.gov/baldrige
http://www.iso.org
http://www.9000advisers.com/
http://www.faqs.org
21. Two Dimensional Gap Analysis
The maintenance of biodiversity requires a wise combination of
protection, management, and restoration of habitats at several
scales. The solution lies in integration of natural and social sciences
in the form of two-dimensional gap analysis, as an efficient tool for
biodiversity policies.
Notes de l'éditeur
Phase One:
• Identify gaps in your system by using the Gap Analysis Checklist.
• The checklist contains the five sets of requirements that make up the ISO 9001:2000 Standard.
• There are three possible answers to the gap analysis questions:
Yes – means your department/division has already met the ISO’s requirement and you can provide evidence to support your response.
No – reveals gaps existing between the ISO 9001:2000 standard and your department/division’s management system. When you answer No this means you need to take a look at the requirement in question and initiate an action to create, modify, or improve your management system in such a manner as to change the No to Yes.
An N/A answer says the question is not applicable in your situation.
DOC# MPS - F014, Rev. C DATE: 31-March-2006 Page of 27 Phase Two
• Now that you’ve identified all the gaps and figured out which areas need to be developed, you can begin to fill the gaps. In general, fill the gaps by preparing and implementing a Management System Development
the Plan-Do Check-Act model (see figure A).
This tool was developed by Parasurman, Zeithamel, and Berry to assess services quality.
We have to fix gaps 1, 2, 3, and 4, before we can fix gap 5.
You can accomplish this by having a thoughtful systems design, good communications, and well trained employees that can provide good, constant customer service
The key points for each gap can be summarized as follows:
· Gap 1: The difference between what customers expected and what management perceived about the expectation of customers.
· Gap 2: The difference between management’s perceptions of customer expectations and the translation of those perceptions into service quality specifications and designs.
· Gap 3: The difference between specifications or standards of service quality and the actual service delivered to customers.
· Gap 4: The difference between the service delivered to customers and the promise of the firm to customers about its service quality
· Customer gap: The difference between customer expectations and perceptions – the service quality gap.
http://www.marketing.org.au/?i=mhOLQLXYtU8=&t=jZS6ngCVPug=
We have to fix gaps 1, 2, 3, and 4, before we can fix gap 5.
You can accomplish this by having a thoughtful systems design, good communications, and well trained employees that can provide good, constant customer service
Main reasons for the GAP
Not knowing what customer expect
The wrong service quality standard
Service performance GAP
When promise do not match actual delivery
The difference between customer perception and expectation
How Can this data Obtained From SurvQual Can be used?
We can asssess 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
http://www.baldrige.com/baldrige-process/10-steps-to-an-effective-baldrige-assessment/
The National Institute of Standards and Technology (NIST) is an agency of the U.S. Commerce Department.
The Baldrige Program Raises awareness about the importance of performance excellence in driving the U.S. and global economy
Provides organizational assessment tools and criteria
Educates leaders in businesses, schools, health care organizations, and government and nonprofit agencies about the practices of best-in-class organizations
Recognizes national role models and honors them with the only Presidential Award for performance excellence
http://www.iso.org
ISO 9001:2000 (9001 Quality management Systems and 2000 Revised in year 2000)
We have to fix gaps 1, 2, 3, and 4, before we can fix gap 5.
You can accomplish this by having a thoughtful systems design, good communications, and well trained employees that can provide good, constant customer service
http://www.ncbi.nlm.nih.gov/pubmed/15049349
Two-dimensional gap analysis: a tool for efficient conservation planning and biodiversity policy implementation.
Abstract
The maintenance of biodiversity by securing representative and well-connected habitat networks in managed landscapes requires a wise combination of protection, management, and restoration of habitats at several scales. We suggest that the integration of natural and social sciences in the form of "Two-dimensional gap analysis" is an efficient tool for the implementation of biodiversity policies. The tool links biologically relevant "horizontal" ecological issues with "vertical" issues related to institutions and other societal issues. Using forest biodiversity as an example, we illustrate how one can combine ecological and institutional aspects of biodiversity conservation, thus facilitating environmentally sustainable regional development. In particular, we use regional gap analysis for identification of focal forest types, habitat modelling for ascertaining the functional connectivity of "green infrastructures", as tools for the horizontal gap analysis. For the vertical dimension we suggest how the social sciences can be used for assessing the success in the implementation of biodiversity policies in real landscapes by identifying institutional obstacles while implementing policies. We argue that this interdisciplinary approach could be applied in a whole range of other environments including other terrestrial biota and aquatic ecosystems where functional habitat connectivity, nonlinear response to habitat loss and a multitude of economic and social interests co-occur in the same landscape.
PMID: 15049349 [PubMed - indexed for MEDLINE]