1. Preston & Sarah
Gap Analysis

2. So Where Do We Start? Conduct Gap Analysis.
Expectations Survey and Perceptions Survey
I’d like to focus on two techniques, though there are more.

3. The Expectations Survey and Perceptions Survey
assess services quality.
a series of questions that deal with tangibles, reliability, responsiveness, assurance, and empathy.
Pass out handout #1 and #2. After they are distributed, explain the scale and that certain questions are geared towards different dimensions of service quality.
i.e.- Tangibles are questions 1-4, Reliability 5-9, Responsiveness 10-13, Assurance 14-17, and Empathy 18-22
Derived from Thomas Foster’s, Managing Quality.

4. What to Do with This Survey?
Administer the survey to customers, and management
The results will show the differences in perceptions between:
Customers
Managers
Employees
Managers and customers
You can administer this survey in different ways, including mail, face to face, etc.
Derived from Thomas Foster’s, Managing Quality.

5. Identification & Evaluation
The steps involved in the implementation of gap analysis .
Identification of customer expectations
Identification of customer experiences
Identification of management perceptions
Evaluation of service standards
Evaluation of customer communications
I’d like to focus on two techniques, though there are more.

6. Gap 1 – Knowledge Gap.
The first gap will show the difference between actual customer expectations, and what management perceives to be customer expectations
Identify customer expectations
Derived from Thomas Foster’s, Managing Quality.

7. Gap 2 – Standards Gap
Gap 2 is the difference in managers and the customers expectations of service quality.
Derived from Thomas Foster’s, Managing Quality.

8. Gap 3 – Delivery gap
Delivery of perfect services is not guaranteed, even if service specifications are defined, due to lack of training, preparations, and training.
Get employees to meet or exceed standards through training and/or incentives
Derived from Thomas Foster’s, Managing Quality.

9. Gap 4 – Communication
This gap shows what the differences between services provided and the communications with the customer.
Derived from Thomas Foster’s, Managing Quality.

10. Putting it to use Determine what can be changed Expectations
training and/or incentives
Communications
I’d like to focus on two techniques, though there are more.