Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

Gap Analysis PPT Slide Template

35.988 visualizaciones

Publicado el

The concept of Gap Analysis is a strategic analysis of discrepancies between the company goal and the actually realized successes. To exhaust all the resources and possibilities to their full potential is the key to becoming the strongest business on the market.

Our PowerPoint Template helps you to carry out a gap analysis step-by-step with appealing graphics: http://www.presentationload.com/gap-analysis-powerpoint-template.html

Gap analysis is not a one-time system, but a continuous process that is needed to improve a company's lasting success. An important part of this concept is an approach known as the Servqual model. It is used to improve the service quality of a company by focusing on eliminating discrepancies (gaps) between target and actual values of customer recognition.

Publicado en: Datos y análisis
  • Inicia sesión para ver los comentarios

Gap Analysis PPT Slide Template

  1. 1. PREMIUM POWERPOINT SLIDES Gap Analysis
  2. 2. GAP ANALYSIS POWERPOINT TEMPLATE
  3. 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. 4. DEFINITION Gap Analysis Product/ marketmatrix Strategic management Gap Addedvalue Portfolioanalysis GapAnalysis is a standard tool in strategic planning (target/ actual comparison)
  5. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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 … … … … … … 03.05 04.08 04.08
  19. 19. Click here to visit www.PresentationLoad.com DOWNLOAD POWERPOINT SLIDES

×