· Defines specific gaps in performance and how to improve
· Products and services are redesigned to achieve outcomes that meet or exceed customer expectations
· Gaps in performance can result in a plan of action to improve
Cultural Change
· Allows organizations to set realistic, rigorous new performance targets, and the process helps people to believe the credibility of the targets
· Looking to other companies provides more accurate target
· Increase in knowledge
Human Resources
· Provides a basis for training
· Closing the gap points out the need of empowered employees
· The organization activities are improved through cross-functional cooperation