Process Improvement with Gap Analysis

What is Gap Analysis? Gap analysis is a powerful process tool that allows you to compare **actual performance** with **desired performance**. For example, if your customer service department is currently handling 80 calls per hour but the expected volume is 100 calls per hour, gap analysis gives you the tools to identify why that gap exists and how to bridge it. At its core, gap analysis consists of five basic steps: 1. Identify the future state 2. Identify the current state 3. Measure the gap 4. Create an action plan 5. Implement and follow up Gap analysis can also be **cyclical** — once an action plan has been implemented, you can return to step one to seek further improvement. Where Gaps Occur Gaps typically occur in three key areas: **People** — If staff lack the right skills, training, or leadership, gaps emerge between actual and desired performance. **Processes** — Effective, consistent, and measurable processes are essential. This includes how work is performed and how staff and operations are managed. **Technology** — Having the right tools in place to support the work is the third critical element. The Business Case for Gap Analysis Gap analysis is a flexible, scalable tool that organizations of all sizes use to define areas for improvement and build actionable plans. A solo project manager might use