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Gap analysis
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- 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
- 13. 13 SERVQUAL – Case Study. Part 2 Reference http://marketing.byu.edu
- 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
- 20. 20 Thank You !
- 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.
Editor's Notes
- 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]