By: M.P.

Kolwadkar
M.Com,M.B.A,JAIIB
GDC&A,DCM,DCFA
CTFC (NABARD)
1

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
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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?

Reference
http://en.wikipedia.org/wiki/Gap_analy

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

Reference
http://en.wikipedia.org/wiki/Gap_analysis

Basic Process for GAP Analysis

What Do we need to Do
to Get there?

Where are we now?

Where Do we want to go?

How Do we do that ?

What Do we need to do to get there ?

Answer to each GAP analysis Question
Answer
->Yes

Answer-No

Answer->N/A

Provide
Evidence

Remedial
action
should be
taken

No Action
Required

Reference
www.ccsd.net/mps/pdf/gap_checklist.pdf

You Must be able

to Justify Why
this Question is
not Applicable
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How do we Do that ?
PlanDoCheckAct

Reference
www.ccsd.net/mps/pdf/gap_checklist.pdf

Different methods to Conduct GAP

Analysis
SERVQUAL
ISO 9001:2000
SAGA(Self Assessment Gap Analysis)
Two Dimensional Analysis

SERVQUAL
This Method of GAP Analysis consists of set of

Questions Divided in Five categories

Reference http://scholar.google.com

SERVQUAL

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

SERVQUAL Model
Word of
mouth
Communicati
on

Personal
Needs

Past
Experience

Expected Service
Customer

GAP 5

Provider

Perceived Service
Service delivery

GAP 3
GAP 1
GAP 2

Service Quality
Specifications
Management Perception of
Customer Expectations

GAP 4

External
communicati
on to
Customers

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

Reference http://marketing.byu.edu

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SERVQUAL Case Study. Part 2

Reference http://marketing.byu.edu

13

SERVQUAL Case Study. Part 3

How Can this data Obtained From SurvQual Can be
used?

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How Can this data Obtained From SurvQual Can be

used?
We can asssess service quality from customers

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

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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

organizations operations.
In SAGA a Company/Process/Approach is
Analyzed using the Baldrige criteria and the Gaps
are found out .

Reference

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ISO 9001:2000 GAP Analysis

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

Reference http://www.iso.org

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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

THANKING YOU ALL

By: M.P.Kolwadkar
M.Com,M.B.A,JAIIB
GDC&A,DCM,DCFA
CTFC (NABARD)

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