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

2. 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

3. 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

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

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

6. 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

7. 5 GAPS
QUALITY & 5 GAP ANALYSIS/AKARSHI SINGH/ IH-NOIDA

8. 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

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

10. 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

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

12. 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

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

14. 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

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

16. 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

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

18. 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

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