Professional Documents
Culture Documents
So Where Do We Start?
There are several ways to conduct Gap
Analysis.
SURVQUAL Expectations Survey and Perceptions Survey SAGA
Zeithamel, and Berry to assess services quality. SURVQUAL instruments are a series of questions that deal with tangibles, reliability, responsiveness, assurance, and empathy.
Gap 1 - Tangibles
The first gap will show the difference
between actual customer expectations, and what management perceives to be customer expectations
Gap 2 - Reliability
Gap 2 is the difference in managers
Gap 3 Responsiveness
Delivery of perfect services is not
guaranteed, even if service specifications are defined, due to lack of training, preparations, and training.
Gap 4 Assurance
This gap shows what the differences
between services delivery and the external communications with the customer.
Gap 5 Empathy
This is the gap that shows the differences
So Where Do We Begin?
We have to fix gaps 1, 2, 3, and 4, before we
Where Do We Start?
SAGA starts by looking at the first category
of the Baldrige criteria. Next, a company wants to address what a Baldrige like company would do in their situation. Thirdly, you go over how your company is actually comparing with Baldrige.
1.1 - Leadership
This category looks at how the leaders in
the company set directions, establish clear values, communicate performance expectations, focus on customers and stakeholders and encourage continuous learning in the organization.
employees about:
Values Directions Customer Focus Need for Continuous Learning
Continued
Management will make it known that all
important information will reach everyone. Management will have a way to review performance and make adjustments to performance. Management will involve suppliers, partners and customers when they develop goals.
statement? Who was involved in the development of these statements? How are these statements communicated throughout the organization?
Continued
Have clear values been established for
company employees? Do employees know what is expected of them? Does your organization leadership serve as a role model? Does your organization leadership display a customer focus that is obvious in carrying out their day to day job duties?
Continued
Does your organization encourage and promote the submission of ideas? What indicators are used to determine how well the organization is doing overall? Are the organizations performance results shared and reviewed with the workforce? How? Does the organization leadership use performance review findings and employee feedback to improve their leadership effectiveness?
organization demonstrates its awareness of its public responsibilities and makes those responsibilities part of everyday operations.
current and future projects? Does the organization leadership encourage employees to become involved in, and support, employee events and outside activities? What do you do for the community? Are you a good neighbor?
two on the sections of the Baldrige Award Criteria. In order to truly assess your company, you have to go though each section of the criteria and ask questions geared towards your company.
Content of this slide was from the interview with Alan Stambaugh.
Evaluation
Once you compare your organization with
that of the Baldrige Criteria, you will see where your company has gaps, or areas that can be improved.
Bibliography
Foster, S. Thomas (2001). Managing Quality .
Upper Saddle River, New Jersey: Prentice Hall. Interview: Alan Stambaugh, Bureau of Maintenance and Operations, Pennsylvania Department of Transportation.