2. So Where Do We Start?So Where Do We Start?
Conduct Gap Analysis.Conduct Gap Analysis.
• Expectations Survey and Perceptions SurveyExpectations Survey and Perceptions Survey
3. The Expectations Survey andThe Expectations Survey and
Perceptions SurveyPerceptions Survey
assess services quality.assess services quality.
a series of questions that deal witha series of questions that deal with
tangibles, reliability, responsiveness,tangibles, reliability, responsiveness,
assurance, and empathy.assurance, and empathy.
4. Identification & EvaluationIdentification & Evaluation
The steps involved in the implementationThe steps involved in the implementation
of gap analysis .of gap analysis .
• Identification of customer expectationsIdentification of customer expectations
• Identification of customer experiencesIdentification of customer experiences
• Identification of management perceptionsIdentification of management perceptions
• Evaluation of service standardsEvaluation of service standards
• Evaluation of customer communicationsEvaluation of customer communications
5. Gap 1 – Knowledge Gap.Gap 1 – Knowledge Gap.
The first gap will show the differenceThe first gap will show the difference
between actual customer expectations,between actual customer expectations,
and what management perceives to beand what management perceives to be
customer expectationscustomer expectations
Identify customer expectationsIdentify customer expectations
6. Gap 2 – Standards GapGap 2 – Standards Gap
Gap 2 is the difference in managers and theGap 2 is the difference in managers and the
customers expectations of service quality.customers expectations of service quality.
7. Gap 3 – Delivery gapGap 3 – Delivery gap
Delivery of perfect services is notDelivery of perfect services is not
guaranteed, even if service specificationsguaranteed, even if service specifications
are defined, due to lack of training,are defined, due to lack of training,
preparations, and training.preparations, and training.
Get employees to meet or exceedGet employees to meet or exceed
standards through training and/orstandards through training and/or
incentivesincentives
8. Gap 4 – CommunicationGap 4 – Communication
This gap shows what the differencesThis gap shows what the differences
between services provided and thebetween services provided and the
communications with the customer.communications with the customer.
9. What to Do with This Survey?What to Do with This Survey?
Administer the survey to customers, andAdminister the survey to customers, and
managementmanagement
The results will show the differences inThe results will show the differences in
perceptions between:perceptions between:
• CustomersCustomers
• ManagersManagers
• EmployeesEmployees
• Managers and customersManagers and customers
10. Putting it to usePutting it to use
Determine what can be changedDetermine what can be changed
• ExpectationsExpectations
• training and/or incentivestraining and/or incentives
• CommunicationsCommunications
Editor's Notes
I’d like to focus on two techniques, though there are more.
Pass out handout #1 and #2. After they are distributed, explain the scale and that certain questions are geared towards different dimensions of service quality. i.e.- Tangibles are questions 1-4, Reliability 5-9, Responsiveness 10-13, Assurance 14-17, and Empathy 18-22 Derived from Thomas Foster’s, Managing Quality .
I’d like to focus on two techniques, though there are more.
Derived from Thomas Foster’s, Managing Quality .
Derived from Thomas Foster’s, Managing Quality .
Derived from Thomas Foster’s, Managing Quality .
Derived from Thomas Foster’s, Managing Quality .
You can administer this survey in different ways, including mail, face to face, etc. Derived from Thomas Foster’s, Managing Quality .
I’d like to focus on two techniques, though there are more.
