What is the primary function of gap analysis?

The primary function of gap analysis is to compare actual performance against potential performance. This process involves assessing the current state of a business or system and identifying the discrepancies between where it is now and where it could potentially be. By highlighting these gaps, organizations can better understand areas that require improvement and develop strategies to bridge these gaps.

This approach is crucial for effective decision-making and resource allocation, enabling organizations to focus on specific shortcomings that may impede progress. By conducting a thorough gap analysis, a support center can identify necessary changes to enhance service delivery, increase efficiency, and align actual performance with strategic goals. Understanding this framework helps managers and stakeholders make informed choices regarding future initiatives and performance management.