Elements of Establish Critical Change Gaps:
Identify, who you are, who your customers are, what matters to them, the process affecting, improve the process
Principle:
Steps in closing the change gap
Issues:
Comparing current profile to ideal see Critical Gap Radar (makelink)
Customers profile in Affinity Diagram
Perceptions of what matters to customers in management
Processes affecting – identify relationships with radar map and compare to competitor or put up flow charts or quality measurement
Improve by audit, diagnose and direction
Applications:
To plan any internal or external change process
Source of Establish Critical Change Gaps:
(Larson, 2002)