The Gap Analysis: A How-To Guide

by Kenneth Rau

We are often advised to do a gap analysis in situations where stakeholders -- anyone consuming the outputs of some function -- are unsatisfied with the current products or services. "Just do a gap analysis and figure out what needs to be done," we're told by these stakeholders, magazine articles, and consultants. But when is a gap analysis appropriate, and how is it done? In this Executive Update, I'll try to answer those questions when the dissatisfaction is with an organization's IT function; however, a gap analysis can just as well be conducted for any function in the organization that is not performing as desired (e.g., product development, engineering, sales, claims processing) using the same or a similar approach.