Upload
mrunal-shirsat
View
227
Download
2
Tags:
Embed Size (px)
DESCRIPTION
definition of gap analysis
Citation preview
2
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
3
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
4
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 ?
5
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
7
Different methods to Conduct GAP Analysis
SERVQUAL
ISO 9001:2000
SAGA(Self Assessment Gap Analysis)
Two Dimensional Analysis
8
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
10
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
11
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.