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Gap analysis


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Gap analysis

  1. 1. 1
  2. 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. 3. 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?Reference 3
  4. 4. 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 requirementReference 4
  5. 5. Basic Process for GAP Analysis What Do we need to Do to Get there? DesiredWhere are we now? Gap State Analysis Where Do we want to go? Current How Do we do that ? State 5
  6. 6. 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 ApplicableReference
  7. 7. How do we Do that ? PlanDoCheckActReference
  8. 8. Different methods to Conduct GAP Analysis  SERVQUAL  ISO 9001:2000  SAGA(Self Assessment Gap Analysis)  Two Dimensional Analysis 8
  9. 9. 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 9Reference
  10. 10. 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 •ManagementReference
  11. 11. SERVQUAL – Model Word of mouth Personal Past Communication Needs Experience Expected Service GAP 5 Perceived ServiceCustomer ExternalProvider Service delivery communication GAP 3 GAP 4 to Customers Service Quality GAP 1 Specifications GAP 2 Management Perception of Customer Expectations
  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 Answer to SurvQual Questionnaire 12Reference
  13. 13. SERVQUAL – Case Study. Part 2 13Reference
  14. 14. SERVQUAL – Case Study. Part 3How Can this data Obtained From SurvQual Can be used? 14
  15. 15. 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 15
  16. 16. 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 16
  17. 17. ISO 9001:2000 GAP Analysis  ISO (International Organization for Standardization) is the worlds 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  17Reference
  18. 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. 19. Reference Foster, S. Thomas (2001). Managing Quality . Upper Saddle River, New Jersey: Prentice Hall.
  20. 20. Thank You ! 20
  21. 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.