As the new project manager of a call center, Larry notes that the quality of customer service at the center is not satisfactory. In his estimation, the current service is not what it should or could be. By making this comparison, Larry has
A)started a service initiative.
B)uncovered a performance gap.
C)performed a force-field analysis.
D)discovered a need for job posting.
E)identified adapters.

Question

Quizplus · Accepted Answer

A performance gap is the difference between actual performance and the performance that should or could exist. As an impetus for change, a performance gap can apply to the organization as a whole; it also can apply to departments, groups, and individuals.

As the New Project Manager of a Call Center, Larry