Priority Gap Assessment

On a scale of 1 (never) to 10 (always), rank the frequency in which the following personnel
within your organization discuss and try to influence the following aspects of your business.

Top Quality Difference

Management Personnel
1. Customer loyalty
2. Repeat business and referrals
3. Operational results such as revenue and market
share
4. Flexibility and fast response to market
opportunities
5. Cost and cycle times through effective and
efficient use of resources
6. Alignment of processes which will best achieve
desired results
7. Competitive advantage through improved
organizational capabilities
8. Understanding and motivation of people towards
the organization’s goals and objectives, as well as
participation in continual improvement
9. Confidence of interested parties in the
effectiveness and efficiency of the organization, as
demonstrated by the financial and social benefits
from the organization’s performance, product life
cycle, and reputation
10. Ability to create value for both the organization
and its suppliers by optimization of costs and
resources as well as flexibility and speed of joint
responses to changing markets

Which aspect presents the largest difference?

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What can be done to close the gap?

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Courtesy of Concentric Management Systems, Inc.

www.cmsicharleston.com