Prasang AGARWAL M.Sc 1st Year Ih- Noida QUALITY & 5 GAP ANALYSIS Prasang AGARWAL M.Sc 1st Year Ih- Noida

QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA OBJECTIVES OF SESSION INTRODUCTION TO QUALITY DIMENSION OF QUALITY MAINTAINING QUALITY ENVIRONMENT 5 GAPS MODEL INTRODUCTION SOLUTIONS FOR BRIDGING GAPS Q & A SESSION QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

QUALITY Q U A L I T Y Quest for excellence. Understanding customer need. A Action to achieve customers appreciation L Leadership determination to be a leader. I Involving all people, it is everybody concern. T Team spirit. Y Yardstick to measure progress. Quality is his expectation from the product or service For customers Quality is delivering products and services to customers which are faster, better, cheaper and newer. For company QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

DIMENSION OF QUALITY Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

MAINTAINING QUALITY ENVIRONMENT QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

5 GAPS MODEL INTRODUCTION Gap analysis is a tool that organizational managers can use to work out the size, and sometimes the shape, of the strategic tasks to be undertaken in order to move from its current state to a desired, future state. QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

5 GAPS QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

GAP 1 : Between Consumer Expectation And Management Perception Customer’s expectations Company’s perceptions of customer expectations Reasons For Gap 1 Reasons Inadequate marketing research orientation Lack of upward communication Insufficient relationship focus Inadequate service recovery QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

SOLUTION FOR BRIDGING GAP 1 Learn What Customers Expect QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

Gap 2: Between Management Perception And Service Quality Specification Translation of perceptions into service quality specifications Management perceptions of customer expectations Reasons Poor service design Absence of customer- defined service standards Inappropriate physical evidence and services Reasons For Gap 2 QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

SOLUTION FOR BRIDGING GAP 2 Establish The Right Service Quality Standards QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

Gap 3 : Between Service Quality Specification & Service Delivery Reasons For Gap 3 Reasons Poor human resource policies Failure to match supply and demand Problems with service intermediaries QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

SOLUTION FOR BRIDGING GAP 3 Ensure That Service Performance Meets Standards QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

Gap 4: Between Service Delivery And External Communication Reasons For Gap 4 Reasons Lack of integration of marketing communications Inadequate management of customer expectations Overpromising Inadequate horizontal communications QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

SOLUTION FOR BRIDGING GAP 4 Ensure That Service Delivery Matches Promises QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

Gap 5 :Between Expected Service And Perceived Service Reasons For Gap 5 Reasons Guest expectations are get effected by word of mouth, their personal needs, past experiences and external communication QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

SOLUTION FOR BRIDGING GAP 5 Sum Total Of Gap 1 To 4 QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

Q & A SESSION Quality Assurance By Parsuraman, Zeithaml & Berry, 1985. 1. ISO 9001 is used for ? By Parsuraman, Zeithaml & Berry, 1985. 2. GAP Analysis is Introduced by Whom in which Year? Using 5s Framework 3. How Can we maintain Quality environment in any organisation? Service Quality Specification 4.GAP 2 is between management perception & ……..? Sum of Gaps 1 to 4 5. How to bridge Gap 5? QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

 THANK YOU  QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA