Difference between revisions of "Gap analysis"
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According to [[Managing Quality by Foster (6th edition)]], | 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. | :[[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|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. | ||
[[Category: Quality Management]][[Category: Articles]] | [[Category: Quality Management]][[Category: Articles]] | ||
Revision as of 10:39, 8 July 2020
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.
