eLearningbyDana

Gap Analysis

A process for identifying the difference between current performance and the desired level of performance so the right problems can be addressed.

Gap Analysis

Identify the difference between what is happening and what should be happening.

Gap analysis compares current performance with the desired level of performance to identify where improvement is needed.

In learning and performance work, the gap may involve knowledge, skills, decisions, behaviors, processes, results, or a combination of factors.

Identifying the gap gives the project team something specific to investigate. The next step is understanding why the gap exists before deciding how to address it.

Make the Difference Between Current and Desired Performance Clear

A useful gap statement describes both sides of the situation rather than simply saying that people need more training.

Current What is happening now? Look at actual behaviors, decisions, results, errors, delays, or other evidence of current performance.
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Gap
Desired What should be happening? Define the expected behavior, performance standard, outcome, or level of proficiency.
Example Current: customer service representatives escalate routine account issues. Desired: representatives resolve routine issues independently using the approved process.
A clear gap focuses the project on a difference in performance—not simply a request for a course.

The Gap Tells You What Is Different—Not Why

Once the gap is visible, investigate the factors contributing to it. Different causes may require very different solutions.

Useful Question What is preventing people from performing at the desired level?
Knowledge or Skill People may not yet know what to do or have enough practice performing the task.
Process The workflow itself may be unclear, inefficient, inconsistent, or unnecessarily complicated.
Tools or Resources People may lack the systems, information, job aids, access, or equipment needed to perform successfully.
Environment Time, workload, incentives, expectations, management support, or workplace conditions may be affecting performance.
A performance gap does not automatically mean there is a learning gap.

Use the Gap to Guide the Next Decision

Gap analysis becomes useful when the findings influence what the project team does next.

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Clarify the problem. Describe the performance difference in specific terms that stakeholders can understand.
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Prioritize what needs attention. Determine which gaps have the greatest impact on performance, risk, customers, or business results.
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Choose support that matches the cause. Training may be appropriate for a knowledge or skill gap, while other causes may require process changes, tools, communication, coaching, or another response.
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Define what improvement should look like. The desired state can help establish useful success measures for the solution.
The goal is not simply to document a gap. It is to make a better decision about what should happen next.

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