Gap analysis
Gap analysis is a term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.
Definition
According to Managing Quality by Foster (6th edition),
- Gap analysis. A term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.
According to the BABOK Guide (3rd edition),
- Gap analysis. A comparison of the current state and desired future state of an enterprise in order to identify differences that need to be addressed.
According to the HRBoK Guide,
- Gap analysis. A technique used to compare the current state with the future desired state. An analysis process that helps organizations or people compare their actual performance with their potential performance.