Elements of Establish Critical Change Gaps:

Identify, who you are, who your customers are, what matters to them, the process affecting, improve the process


Steps in closing the change gap


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


To plan any internal or external change process

Source of Establish Critical Change Gaps:

(Larson, 2002)