GAP ANALYSIS

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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?

Current State

Gap Analysis

Desired State

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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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Basic Process for GAP Analysis

Where are we now?

Where Do we want to go?

How Do we do that ?

What Do we need to Do to Get there?

Current State

Gap Analysis

Desired State

What Do we need to do to get there ?

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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

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How do we Do that ? PlanDoCheckAct

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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 personnel Tangible

• Ability to perform promised Service dependably and accuratelyReliability

• Willingness to help Customer and provide prompt serviceResponsiveness

SERVQUAL

• Knowledge and courtesy of the employees and their ability to inspire trust and ConfidenceAssurance

• Caring individualized attention the Firm Provides its CustomersEmpathy

What do we do with this survey?

•Administer the survey to customer and the companyThe results will show difference in perceptions between • Customers• Employees• Management

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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? The Baldrige Program educates organizations in performance

excellence management. The main focus areas are toHelp organizations achieve best-in-class levels of performance

Identify and recognize role-model organizations

Identify and share best management practices, principles, and strategies

SAGA-Self Assessment Gap Analysis

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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

ISO 9001:2000 GAP Analysis

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.

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