Process Problems -- Identifying problems

Using a Gap Analysis to Identify Process Problems:

A gap analysis is the process of identifying the actual process in detail that exists today. “A gap analysis can be used for just about any business scenario where you can measure performance (Leonard & Bottorff, 2022).” Then using a S M A R T (Specific, Measurable, Achievable, Relevant Time-based) goal identify the expected outcome. To attain the S M A R T goal the problem needs to be broken down to its smallest components. Working through the individual pieces of the puzzle that have been broken down we can then start to identify where gaps exist that are impeding the ability to reach the result (author unknown, date unknown).

Now that we understand what a gap analysis is we can put it to use by getting the business leaders, subject matter experts, and technical experts together to identify the problem to be solved. Then work to figure out what the successful outcome is. After this work is completed, we then start to document every step that must be followed in the current process to produce the product or service.

As the team then considers the future state comparing against current state, they can identify where gaps exist hindering the ability to move from one part of the new process to the next. This gap now must be documented, and a plan developed to address the issue(s). Assigning the tasks to subject matter experts (SMEs) provides the best approach to overcome the gaps.

A key benefit of performing a gap analysis is not only identifying blockers to achieve the process performance described. It also provides tasks that may not be necessary for the immediate process improvement but can be placed in a virtual parking lot for future enhancements to continue improving the process.

In my experience of working with business leaders they will provide me with their understanding of how a process is supposed to be completed. Then when my team and I meet with the actual SMEs to understand how they use the current process to complete their work. Often, we learn that the leaders are correct in how the process is supposed to work, but they may not know various workarounds their staff uses to address deficiencies in the current process. These deficiencies are exactly the areas that need to be addressed in the gap analysis.