The GAP Model Recognizes Five Ways to Mis-Specify and Mismanage

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Examlex · Accepted Answer

The Answer is Gap 1: The discrepancy between customers' expectations and managements' perceptions of those expectations. Managers may think they understand why customers buy a good or service but if their perception is wrong, then all subsequent design and delivery activities may be mis-directed.
Gap 2: The discrepancy between managements' perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications. This represents a mismatch between requirements and design activities.
Gap 3: The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation. Gap 3 recognizes that manufacturing and service delivery systems must execute quality specifications well.
Gap 4: The discrepancy between the actual performance of manufacturing and service delivery systems and external communications to the customers. Customers should not be promised a certain type and level of quality unless the delivery system can achieve or exceed that level.
Gap 5: The difference between the customer's expectations and perceptions. Gap 5 depends on the other four problem areas because this is the area in which the customer judges quality and makes future purchase decisions.

The GAP Model Recognizes Five Ways to Mis-Specify and Mismanage

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