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Definition GAP Analysis

 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?

Gap Desired
Analysis State
Current
State
Reference
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http://en.wikipedia.org/wiki/Gap_analysis
 Why GAP Analysis?

 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

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Reference http://en.wikipedia.org/wiki/Gap_analysis
Basic Process for GAP Analysis

What Do we need to Do to Get

there?

Where are we now? Desired

Gap State
Where Do we want to go?
Analysis
Current How Do we do that ?

State
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What Do we need to do to get there ?

Answer to each GAP analysis Question

Answer ->Yes Answer-No Answer->N/A

Remedial
Provide No Action
action should
Evidence Required
be taken
You Must be able to
Justify Why this
Question is not
Applicable
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Reference www.ccsd.net/mps/pdf/gap_checklist.pdf
 How do we Do that ?
PlanDoCheckAct

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Reference www.ccsd.net/mps/pdf/gap_checklist.pdf
Different methods to Conduct GAP Analysis

 SERVQUAL

 ISO 9001:2000

 SAGA(Self Assessment Gap Analysis)

 Two Dimensional Analysis

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 SERVQUAL

 This Method of GAP Analysis consists of set of

Questions Divided in Five categories

• Physical Facilities , equipment and appearance of

Tangible personnel

• Ability to perform promised Service dependably

Reliability and accurately

• Willingness to help Customer and provide prompt

Responsiveness service

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Reference http://scholar.google.com
 SERVQUAL

• Knowledge and courtesy of the employees and their

Assurance ability to inspire trust and Confidence

• Caring individualized attention the Firm Provides its

Empathy Customers

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
 SERVQUAL – Model

Word of mouth Personal Past

Communication Needs Experience

Expected Service

GAP 5 Perceived Service

Customer
External
Provider Service delivery communication
GAP 3 GAP 4 to Customers
Service Quality
GAP 1 Specifications
GAP 2
Management Perception of
Customer Expectations
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

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SAGA-Self Assessment Gap Analysis
 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?

Reference
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http://www.baldrige.com/80-critical-questions/
ISO 9001:2000 GAP Analysis
 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

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Reference http://www.iso.org
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.