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1 ) the knowledge grp

2) the std. Gap Customers needs


3 )delivery specfication &expectations
4 4)
5 th 6th gap
7th gap

Mgmt defn of these needs

Translation into design


Delivery specification

Execution of design Adv &sales promises


Delivery specification

Cust. perception of prodt. Cust. Interpretion of


execution communication

Cust. Exeperience relative


to to expectation

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