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PREMIUM POWERPOINT SLIDES
Gap Analysis
GAP ANALYSIS
POWERPOINT TEMPLATE
DEFINITION
Gap Analysis
The gap analysis is
used to identify
strategic and
operational gaps in
performance.
"What are we doing
today and how will this
lead us to our next
goal?"
It analyses the gap
between the current
capabilities of a
company and its future
development.
DEFINITION
Gap Analysis
Product/ marketmatrix
Strategic management
Gap
Addedvalue
Portfolioanalysis
GapAnalysis
is a standard tool in
strategic planning
(target/ actual comparison)
WHAT SHOULD
WE DO TO
ACHIEVE THIS?
BASICS
The Basic Process of Gap Analysis
PRESENT STATE
Where are we at the moment?
GAP ANALYSIS
How do we do this?
Desired State
What do we want to achieve?
BASICS
Graphical Representation of the Gap Analysis – #2
Strategic objective (desired
profit)
Expected gross target (profit)
while increasing performance
Expected gross target (profit)
while maintaining the same core
business
PlanningPeriod
STRATEGIC GAP
OPERATIONAL GAP
REVENUE
TIME
PERFORMANCEGAP
a part of the operational gap can be bridged
by a realistic view of all rationalization
potential is subjected to an analysis of
generated income by revenue
COMPETITIVE GAP
a part of the operational gap is bridged by
exhausting every resource (beyond the
rationalization potential)
OPERATIONAL
GAPS
OPERATIONAL
GAPS
BASICS
Performance gap and competitive gap
GAPForecast/ Objective
BASICS
Revenue Development
Quarter 1 Quarter 2 Quarter 3 Quarter 4
Forecast
Objective
OBJECTIVE
10,000,000€
5,000,000€
15,000,000€
20,000,000€
25,000,000€
Studying the difference between planned and forecast revenue:REVENUE
TIME
Answer
NO
Answer
N/A
Answer
YES
Provide
evidence
No action required
(You must be
able to explain
why this question
is not applicable).
ANSWER TOEVERY GAP ANALYSISQUESTION (IS THERE A GAP?)
Remedial
action should
be taken
PROCEDURE
Course of Action
PROCEDURE
Gap Analysis Strategic Planning
STEP 1 STEP 6STEP 2 STEP 3 STEP 4 STEP 5
Target value
determination
Designate the
gap
Plan actions to bridge the
operational and strategic gap
Implement
actions
Develop ideas to bridge the
operational and strategic gap
Determine and
extrapolate current
value
ISOLATE
Trends
MONITOR
Triggers
IDENTIFY
Potential Gaps
TRACK
Known Gaps
EXECUTE
Actions
List the key trends
which affect the
market.
Triggers aren‘t
gaps but are
events, activities,
announcements,
etc. that could
reveal future
gaps.
Potential gaps do
not meet the full
criteria to be
classified as
known gaps.
Start with the
known gaps.
Known gaps are
those for which
there is general
consensus about
their identity and
importance.
Designate actions
for all corporate
areas.
PROCEDURE
5 Steps of Correct Procedure
SERVQUAL MODEL
The Five Gaps
The greater gaps 1, 2, 3 and 4 are, the greater gap 5 is.
GAP 5
Discrepancy between customer expectations and their
perceptions of managementGAP 1
Discrepancy between the perception of the customer
expectations of management and its implementation of
service quality specifications
GAP 2
Discrepancy between the service quality specifications and
actual performanceGAP 3
Discrepancy between the service and the communication
directed to the customer about said serviceGAP 4
DISCREPANCY
BETWEEN
CUSTOMER
EXPECTATION AND
PERCEPTION =
PERCEIVED
SERVICE QUALITY
SERVQUAL MODEL
Further Representations
PROMISED
SERVICE
PERSPECTIVES OF
SERVICE PROVIDER
EXPECTATIONS OF
SERVICE PROVIDER
PROVIDED
SERVICE
STANDARDS FOR
SERVICE QUALITY3
5
MANAGEMENT
PERFORMANCE
1
4
2
Customer
MANAGEMENT
CRITERIA
 how much the
promised
performance was
actually delivered
 staff
qualifications
 clear
communication
skills
 are the customer
needs or
requirements
being met?
 how are they
being addressed?
 proposed
solutions
 staff appearance
 facilities
 employee
reactions in
various situations
 Especially when
delivering the
service
CUSTOMERS MEASURE THE SERVICE QUALITY OF A COMPANY BASED ON THE FOLLOWING CRITERIA:
SERVQUAL MODEL
Implementation – the 5 Dimensions of Servqual Model
RELIABILITY EMPATHYASSURANCE TANGIBLES RESPONSIVENESS
Parking, appearance, website
Reaction time, reachable by phone, waiting time
Addressing someone by name, clarity, active
conversational skills
Correct data entry, proper statements, answer
inquiries on time
HOWHIGHIS YOURSKILLLEVEL?
Individual consultation, answering inquires
completely
WHAT ISTHE QUALITYOF YOURENVIRONMENT?
HOWHIGHORLOWIS YOURACTIVITYLEVEL?
HOWHIGHORLOW IS YOURRELIABILITY?
HOWGOODARE YOURCOMMUNCATION SKILLS?
SERVQUAL MODEL
Implementation – Tips for Analyzing Your Service Quality
SERVQUAL MODEL
Implementation – Sample Customer Questionaire
My contact representative is courteous.
My contact representative is trustworthy.
My contact representative is friendly.
My contact representative is polite.
My contact representative is always reachable by phone.
My contact representative handles my inquires promptly.
It is no problem to set up last minute appointments with my contact representative.
My contact representative knows the product very well.
My contact representative knows how to meet my requirements.
SERVQUAL MODEL
How Can This Data be Obtained and Used?
Assess the service quality from the
customer‘s point of view.
How Can This Data be Obtained and Used?
Track customer expectations, ideas and
discrepancies.
Compare the expectations and perceptions
of different target groups.
Compare resulting data with those of
competitors.
IMPLEMENTATION
Required Actions
BRIDGETHE GAPBETWEEN THE FIRST TWO STEPS TO EASILYDETERMINE APPROPRIATEACTIONS.
TARGET CURRENT POSITION RECOMMENDED ACTIONS
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03.05
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Gap Analysis PPT Slide Template

  • 3. DEFINITION Gap Analysis The gap analysis is used to identify strategic and operational gaps in performance. "What are we doing today and how will this lead us to our next goal?" It analyses the gap between the current capabilities of a company and its future development.
  • 4. DEFINITION Gap Analysis Product/ marketmatrix Strategic management Gap Addedvalue Portfolioanalysis GapAnalysis is a standard tool in strategic planning (target/ actual comparison)
  • 5. WHAT SHOULD WE DO TO ACHIEVE THIS? BASICS The Basic Process of Gap Analysis PRESENT STATE Where are we at the moment? GAP ANALYSIS How do we do this? Desired State What do we want to achieve?
  • 6. BASICS Graphical Representation of the Gap Analysis – #2 Strategic objective (desired profit) Expected gross target (profit) while increasing performance Expected gross target (profit) while maintaining the same core business PlanningPeriod STRATEGIC GAP OPERATIONAL GAP REVENUE TIME
  • 7. PERFORMANCEGAP a part of the operational gap can be bridged by a realistic view of all rationalization potential is subjected to an analysis of generated income by revenue COMPETITIVE GAP a part of the operational gap is bridged by exhausting every resource (beyond the rationalization potential) OPERATIONAL GAPS OPERATIONAL GAPS BASICS Performance gap and competitive gap
  • 8. GAPForecast/ Objective BASICS Revenue Development Quarter 1 Quarter 2 Quarter 3 Quarter 4 Forecast Objective OBJECTIVE 10,000,000€ 5,000,000€ 15,000,000€ 20,000,000€ 25,000,000€ Studying the difference between planned and forecast revenue:REVENUE TIME
  • 9. Answer NO Answer N/A Answer YES Provide evidence No action required (You must be able to explain why this question is not applicable). ANSWER TOEVERY GAP ANALYSISQUESTION (IS THERE A GAP?) Remedial action should be taken PROCEDURE Course of Action
  • 10. PROCEDURE Gap Analysis Strategic Planning STEP 1 STEP 6STEP 2 STEP 3 STEP 4 STEP 5 Target value determination Designate the gap Plan actions to bridge the operational and strategic gap Implement actions Develop ideas to bridge the operational and strategic gap Determine and extrapolate current value
  • 11. ISOLATE Trends MONITOR Triggers IDENTIFY Potential Gaps TRACK Known Gaps EXECUTE Actions List the key trends which affect the market. Triggers aren‘t gaps but are events, activities, announcements, etc. that could reveal future gaps. Potential gaps do not meet the full criteria to be classified as known gaps. Start with the known gaps. Known gaps are those for which there is general consensus about their identity and importance. Designate actions for all corporate areas. PROCEDURE 5 Steps of Correct Procedure
  • 12. SERVQUAL MODEL The Five Gaps The greater gaps 1, 2, 3 and 4 are, the greater gap 5 is. GAP 5 Discrepancy between customer expectations and their perceptions of managementGAP 1 Discrepancy between the perception of the customer expectations of management and its implementation of service quality specifications GAP 2 Discrepancy between the service quality specifications and actual performanceGAP 3 Discrepancy between the service and the communication directed to the customer about said serviceGAP 4 DISCREPANCY BETWEEN CUSTOMER EXPECTATION AND PERCEPTION = PERCEIVED SERVICE QUALITY
  • 13. SERVQUAL MODEL Further Representations PROMISED SERVICE PERSPECTIVES OF SERVICE PROVIDER EXPECTATIONS OF SERVICE PROVIDER PROVIDED SERVICE STANDARDS FOR SERVICE QUALITY3 5 MANAGEMENT PERFORMANCE 1 4 2 Customer MANAGEMENT CRITERIA
  • 14.  how much the promised performance was actually delivered  staff qualifications  clear communication skills  are the customer needs or requirements being met?  how are they being addressed?  proposed solutions  staff appearance  facilities  employee reactions in various situations  Especially when delivering the service CUSTOMERS MEASURE THE SERVICE QUALITY OF A COMPANY BASED ON THE FOLLOWING CRITERIA: SERVQUAL MODEL Implementation – the 5 Dimensions of Servqual Model RELIABILITY EMPATHYASSURANCE TANGIBLES RESPONSIVENESS
  • 15. Parking, appearance, website Reaction time, reachable by phone, waiting time Addressing someone by name, clarity, active conversational skills Correct data entry, proper statements, answer inquiries on time HOWHIGHIS YOURSKILLLEVEL? Individual consultation, answering inquires completely WHAT ISTHE QUALITYOF YOURENVIRONMENT? HOWHIGHORLOWIS YOURACTIVITYLEVEL? HOWHIGHORLOW IS YOURRELIABILITY? HOWGOODARE YOURCOMMUNCATION SKILLS? SERVQUAL MODEL Implementation – Tips for Analyzing Your Service Quality
  • 16. SERVQUAL MODEL Implementation – Sample Customer Questionaire My contact representative is courteous. My contact representative is trustworthy. My contact representative is friendly. My contact representative is polite. My contact representative is always reachable by phone. My contact representative handles my inquires promptly. It is no problem to set up last minute appointments with my contact representative. My contact representative knows the product very well. My contact representative knows how to meet my requirements.
  • 17. SERVQUAL MODEL How Can This Data be Obtained and Used? Assess the service quality from the customer‘s point of view. How Can This Data be Obtained and Used? Track customer expectations, ideas and discrepancies. Compare the expectations and perceptions of different target groups. Compare resulting data with those of competitors.
  • 18. IMPLEMENTATION Required Actions BRIDGETHE GAPBETWEEN THE FIRST TWO STEPS TO EASILYDETERMINE APPROPRIATEACTIONS. TARGET CURRENT POSITION RECOMMENDED ACTIONS This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text This is a placeholder text. This text can be replaced with your own text 
 
 
 
 
 
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