Gap 3: Delivery Gap

The delivery gap is the dissimilarity between the standard of the service delivery policies of the
company and the actual delivery of the service. This problem may occur because of the
communication gap, poor technology, and inappropriate supervisory on productions in the
industry.

This gap occurs because of many reasons in the industry, for example;

 Firstly, Lack of teamwork to deliver service or product

 Secondly, the lack of knowledge of the employee about the product or service
 Thirdly, Insufficient human resources.
 In addition, the Service performance gap.
 Further, the Role ambiguity and role conflict – unsure of what your remit is and how it
fits with others.
 Moreover, the Poor employee or technology fit – the wrong person or system for the
job.
 Also, the Inappropriate supervisory control or lack of perceived control – too much or
too little control.

Example of Delivery Gap

Netflix may experience this gap if it uploads the lower video quality movie.