GAP Analysis

1. Objective

Customer satisfaction is given top priority by all service and Project oriented industries.
The Metro i.e. DMRC is no exception. The highly competitive transportation field in
which NCRs app. 70% population is completely depends on Metro for their daily
travelling. Hence the service infect on time service plays a very important role in this
arena. Delay in service will lead to the delay standing of complete Metro system which
in turn stops the complete Metro line.

The aim of this study is to analyze the methods and tools used by the SIEMENS Ltd to
improve the customers satisfaction with regard to the Transpiration industry in the
country. This study used a multi-pronged approach to collect data.

2. GAP Analysis

It also referred as a needs analysis, needs assessment or need-gap analysis.

GAP Analysis is used to evaluate each functional area in a business project or business
process to achieve a specific goal. It includes identifying key data or components
that fit within the business system and gaps that need solutions.

In compliance, a GAP analysis can compare what is required by certain regulations to

what is currently being done to abide by them to determine whether business
requirements are being met and, if not, what steps should be taken to ensure they are
met successfully

It also refers to the space between "where we are" at present and "where we want to
be" in future. GAP analysis forces a company to reflect on who it is and ask who they
want to be in the future.

Gap analysis consists of-

Listing of characteristic factors (such as attributes, competencies, performance

levels) of the present situation ("what is")
Listing factors needed to achieve future objectives ("what should be"), and
Highlighting the gaps that exist and need to be filled.
 GAP Analysis

GAP ANALYSIS CHART

GAP GAP
S.N CURREN FUTUR
OBJECTIVE Identifica Descripti FACTORS
o T STATE E STATE
tion on

Prices
of
Competitors
INR are lower
INR 5,000
To take Variation or 10,000 INR than SIEMENS
Million is
01 New Order from Million 15,000 YES Price.
the
DMRC Order at Million Sieme
difference
present ns sales after
Service is not
up to the
mark

Project
Managers are
not
aggressive.
Vendo
GOP i.e. Gross Over rs are not
02 Profitability to be 10.10% 10.13% YES 0.03% giving proper
average of 10.13% discount.
Supply
Chain
department is
not very
active.

Lack of
51 out of Management
Training of All
57 attention
employees for employe
03 employee YES 6 nos Emplo
Products used in es to be
s are yees are also
Metro trained
trained not
interested.

04 Increase in 53% 85% YES 32% Product

involvement of Siemens s are having
Siemens Product in Metro over specified
Metro related cause the
products Increase in
are being prices and
used in Metro is using
DMRC other
 GAP Analysis

GAP ANALYSIS CHART

GAP GAP
S.N CURREN FUTUR
OBJECTIVE Identifica Descripti FACTORS
o T STATE E STATE
tion on
competitors
Product of
lower value
Employ
ees are not
effective
Net Promoting Score 7 out of
05 8 YES 1 while
(NPS) 10
handling the
customers
query.
Completion of
Not Not Applicable
06 Project with Q4 of 3 out of 4 3 NO
Applicable
2016-2017
Manag
ers are
PM certification for 10 out of competitive
07 Siemens Project 14 are 13 YES 3 to clear the
Managers available test as per
the Siemens
Guidelines

Lack
of manpower
Hiring of New delays the
08 employees for Metro 69 76 YES 7 work.
job Custo
mer trust also
reduced.
 GAP Analysis

3. Conclusion

By doing the GAP analysis, the study for area of improvement can be done and it is very
important in future to achieve the companys target.
Basically it is like Risk Workshop where you register your future risk and also mention
the mitigation factor.
Hence it is very important to do the GAP analysis on time.