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A quality gap analysis measures a company’s performance against established standards, identifying areas for improvement. It can track customer service and product quality, and is a useful tool for identifying weaknesses. Different gaps can be addressed, such as service and product gaps. Managers can use a chart to identify desired performance levels and quantify results. The goal is to avoid customer dissatisfaction.
A quality gap analysis is a management technique in which the performance standards established by the company are measured against the actual levels of performance being delivered. By identifying these gaps, companies can do what they need to do to improve performance. Conducting a quality gap analysis is an effective method of tracking various aspects of a business, including customer service levels and product quality. This analysis often requires reaching out to customers to get their feedback and quantifying the results in a way that makes them measurable.
Companies are often judged by their customers, the market and the competition. The best companies, however, also take great care in judging their own levels of performance. By doing this, they can stay on top of problem areas and focus on any strengths they may have. In terms of identifying areas of weakness so that they can be rectified, there may be no better method to use than a quality gap analysis. It is an extremely useful and versatile trading tool.
The simple theory behind a quality gap analysis states that every company should set performance benchmarks in all aspects of its business operations. Very few companies have all facets working at the top of their expectations all the time. As a result, gaps are created between what a company wants to deliver and what it is actually achieving. A gap analysis can identify these quality lapses so that action can be taken to correct the most pressing issues.
There are different gaps that can be addressed by a quality gap analysis, many of them related to how customers perceive a business. A service gap analysis measures all the areas where a company may not be providing great service to its customers. On the other hand, a product gap analysis is focused on the actual products offered to customers and whether or not these products are satisfactory.
In many cases, a chart identifying the different performance classes is used in a quality gap analysis. By labeling certain levels of performance, managers can better identify which levels they want to achieve. Through marketing surveys, they can find out how close they are to these levels. Providing numerical values for the different levels allows managers to present information as quantifiable statistics. All of these efforts are directed towards identifying any dissatisfaction customers may have with a company, which should be avoided at all costs in any business environment.
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