介绍了一种叫gap analysis的商业概念，经营者第一步从企业的实际表现和理想表现上定位出差距（gap），第二步找到方法缩小差距来提高整体商业表现和业绩。教授用了在超市买东西的例子来解释，在一个超市里顾客需要排长队付账，并且向超市经营者抱怨他们等待的时间过长。企业找到问题所在，并比较目前顾客等待时间和顾客期望等待时间的差距。第二步经营者从这个差距出发找到解决方案，比如在繁忙的时间段多开几个收银台来减少等待的时间提高表现。
Gap analysis is considered an effective strategy to improve a company’s performance in the business area. There are two main steps to take. Firstly, the operators of a business should analyze the gap between where the company should be and where it exactly is. For example, in a super market, when the customers are waiting in a long queue, they may complaint about the long waiting time. The super market thus should find out the gap between customers’ accepted waiting time and the exact time they are waiting. The second step is to narrow down the gap. For example, after realizing where customers are unpleasant with, the operator of the super market should open more cashiers in busy time to shorten the waiting time. ( 124 words)
