Wednesday, August 20, 2008

Quality Makes Perfect (5): Implementing Gap Analysis

Gap analysis involves internal and external analysis. Externally the firm must communicate with customers. Internally, it must determine service delivery and service design. The steps involved in the implementation of the gap analysis are:

  1. Identification of customer expectations
  2. Identification of customer experiences
  3. Identification of management perceptions
  4. Evaluation of service standards
  5. Evaluation of customers communications

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