The Provider Gaps

The provider gaps are the underlying causes behind the customer gap:

Gap 1:  Not knowing what customers expect.

Gap 2:  Not selecting the right service designs and standards.

Gap 3:  Not delivering to service standards.

Gap 4: Not matching performance to promises.

A primary cause in many firms for not meeting customers’ expectations is that the firm lacks accurate understanding of exactly what those expectations are. A gap exists (gap 1) between company perceptions of customer expectations and what customers actually expect. Explore why this gap occurs and develop strategies for closing it.

Even if a firm does clearly understand its customers’ expectations, there still may be problems if that understanding is not translated into customer-driven service designs and standards (gap 2). Focus on reasons for gap 2 and strategies for designing services and developing standards to meet customer expectations.

Once service designs and standards are in place, it would seem the firm is well on its way to delivering high-quality services. This is true, but still not enough. There must be systems, processes, and people in place to ensure that service delivery actually matches (or even better than) the designs and standards in place (gap 3). See how and why gap 3 can occur and specific process, people, and infrastructure strategies for closing this gap.

And finally, with everything in place to effectively meet or exceed customer expectations, the firm must ensure that what is promised to customers matches what is delivered (gap 4). Focus on strategies for communicating effectively with customers and for ensuring that promises, once made, can and will be kept.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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