Gap Analysis Notes: Definitions & Explanations PDF | Download eBooks

Study Gap Analysis lecture notes PDF with total quality management definitions and explanation to study What is Gap Analysis?. Study gap analysis explanation with TQM terms to review total quality management course for online MBA programs.

Gap Analysis Notes:

Whenever there are gaps within a process or a system, they must be identified. The process by which gaps are identified and corrective actions are taken is called gap analysis. An instrument used for gap analysis is named as SERQUAL which is usually used for gaps in services. As services are not a physical thing so there can be a misunderstanding between customers and service provider regarding what is expected of the service. This misunderstanding or gap can have a negative effect on the business. SERQUAL not only analyze gaps between customer and provider but also identify gaps that exist between two groups of customers, managers, between managers and customers and between employees.

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