Project Gap Analysis Strategy

for Learning Gurus, Inc.

March 25th, 2018

Project Description
Management of Best Products Inc. is negotiating a business plan for the upcoming
year with objectives of maintaining profitability and aggressive growth with a
focus on quality and customer service.
The client has identified issues with the quality of customer service. A lower than
acceptable sales call volume rate has also been identified, which significantly
affects the company’s annual revenue. Both of these issues directly affect the
company’s number of returning customers.
Best Products Inc. is requesting a thorough gap analysis that examines both
performance and training assessment issues. This will ensure that the training we
provide will meet all company goals including financial, customer satisfaction,
employee satisfaction, and employee engagement.

Information Needed
Learning Gurus will analyze the current state of operations of Best Products, Inc.
These areas include:
 The current recruiting and onboarding processes implemented by Human
Resources
 Current staffing, recruitment and open positions
 The initial and recurring training options provided to staff
 The options presented to staff and customers regarding feedback and
support
 The current state of sales and revenue, including information related to the
reason for the increase in sales as well as specific challenges the call center
is experiencing
 The current state of the call center and support departments, including
staffing capacity and call volume data
 Information pertaining to the specific customer complaints and the origin
of the complaints
 Detailed information regarding employee exit interviews and feedback

Team Strategy
Learning Gurus, Inc. will use a number of research methods to address key
performance and personnel issues exhibited at Best Products, Inc. Primary issues
identified by the company include poor customer service ratings, poor staff
retention, and high employee dissatisfaction. To uncover and address the source of

Learning Gurus, Inc. Gap Analysis 1

 these issues, Learning Gurus, Inc. will rely on the following methods of data
collection:
 Surveys
 Interviews
 Focus Group
 Curriculum review
 Data acquisition

Learning Gurus, Inc. Gap Analysis 2

Analysis Plan
The table below depicts the research method, target audience, and the information to gain for our analysis plan.

Research Method Target Audience Information You Hope to Gain Team Member Responsible

1. Data acquisition Call Center Obtain results from an end-of-training Karen Hunter
Supervisors, survey to examine perceived
Telephone Operators effectiveness of the catalog training.
Data that we hope to obtain includes:

 Ratings related to length and

frequency of training.

 Ratings related to product

education: (1) adequacy of product
knowledge provided in the training;
(2) adequacy of product summary
provided in the automated entry
system

 Ratings related to customer service

education: (1) etiquette, (2) ability
to answer questions

 Ratings related to quality of

facilitation and learning
environment

 Comments on strengths of training

Learning Gurus, Inc. Gap Analysis 3

 Research Method Target Audience Information You Hope to Gain Team Member Responsible
 Comments on areas needing
improvement in training

If end of training survey information is

not available we will attempt to obtain
this information from interviews with
call center staff.

Training curriculum and content will be

2. Curriculum Training (Materials) reviewed and analyzed for how well it Karen Hunter
Review addresses the following training
objectives:

 Determine the telephone operators’

knowledge of the features and
benefits of each product
represented in the quarterly
catalogs
 Examine telephone operators’ skill
in describing catalog and in
answering questions not answered
in the online product information
Training process and delivery will be
3. Interview Training Facilitators, examined by interviewing the facilitators Karen Hunter
Sheena Perez and to determine:
Judi Thompson
 Specific processes related to
training delivery and flow,
including the sequencing of the
topics, teaching techniques, and
participant engagement in Q&A
session

Learning Gurus, Inc. Gap Analysis 4

 Research Method Target Audience Information You Hope to Gain Team Member Responsible
 Specific processes related to
training efficiency, including use of
training time, organization of
product presentation, and level of
focus on products
 Factors related to training
effectiveness, including
characteristics of the physical
learning environment, use of
knowledge checks, procurement of
feedback, adaptability of training
based on customer service needs

4. Interview Head of Human To understand the company’s on- Hillary Hausler

Resources, Susan boarding and training process,
Turner considering a variety of areas:
 Current onboarding/training
process for new employees
 The process for reviewing and
revamping the training curriculum
 Issues identified with training,
staffing and retention
 Training differentiation between
departments
 Commonly cited reasons for staff
leaving the company

5. Interview Sponsor, Jane To gather information about the overall Melissa Stitt
MacKenzie company and specific project
expectations related to:

Learning Gurus, Inc. Gap Analysis 5

 Research Method Target Audience Information You Hope to Gain Team Member Responsible
 Company vision/mission
 Management qualifications
 Catalog sales and production
information
 Product training information
 Customer service incentive and
engagement information

6. Interview Vice President of To gain insight into factors related to Melissa Stitt
Sales, Mike Merrill sales performance, including:
 Reasons behind the increases in
sales last year
 Areas for improvement in sales
numbers
 Existing sales challenges and sales
expectations for the future

7. Group Interview Information To explore the current state of Melissa Stitt

Technology, Tsien information technology used by the
Yung, Lucy company, including
Feldman, and Ted
 Expected changes to information
Higgins
technology
 Status of any projects related to
technology upgrades
 Expected impact of those changes
to target performance goals

Learning Gurus, Inc. Gap Analysis 6

 Research Method Target Audience Information You Hope to Gain Team Member Responsible

8. Data Acquisition Customer Service To obtain data that will provide insight Elise Bixby
Records (complaints) into why there has been a 30% increase
in customer complaints including:
 Customer complaints related to
sales calls or service calls
 To determine whether the
complaints were primarily
regarding operator etiquette,
product knowledge, or technology
 Call volume, cadence of calls as
well as call center staffing schedule
to ensure that staffing is adequate to
properly assist customers

9. Data Head of Human To obtain information from exit Kelly Brown

Acquisition, Exit Resources, Susan interviews related to reasons for
Interview Data Turner employees leaving the company.

10. Survey Telephone Operators To obtain information from current Kelly Brown and Elise Bixby
operators, including:
 Onboarding process.
 Initial training content, format and
process
 Current on-the-job difficulties

11. Interview Call Center To obtain information on the tasks and Melissa Stitt
Supervisors work completed by supervisors and
perceptions of telephone operators by
supervisors, including:

Learning Gurus, Inc. Gap Analysis 7

 Research Method Target Audience Information You Hope to Gain Team Member Responsible
 Process, Job information and job
tasks.
 Attitudes and job skills.
 Training Perceptions.
 Resources available to employees
and employees use of those
resources.
 Business processes documented
and utilized.
 Telephone operator job, attitudes
and trainings as understood by
supervisors.

12. Focus Groups Telephone Operators To obtain information on the tasks and Melissa Stitt
work completed by telephone operators
including:
 Process, job information and job
tasks as understood by telephone
operators.
 Attitudes and job skills
 Training perceptions and job
knowledge as understood by
telephone operators.

Learning Gurus, Inc. Gap Analysis 8

Activity 1 – Data Acquisition, End-of-Training Survey,
Telephone Operators and Call Center Supervisors.
Details of Activity/Method

We would like to look at existing post-training survey results to determine the

telephone operators’ and call center supervisors’ perspectives on the quality and
effectiveness of the current catalog training. Data that we hope to obtain includes:
 Ratings related to length and frequency of training.
 Ratings related to product education: (1) adequacy of product knowledge
provided in the training; (2) adequacy of product summary provided in the
automated entry system
 Ratings related to customer service education: (1) etiquette, (2) ability to
answer questions.
 Ratings related to quality of facilitation and learning environment.
 Comments on strengths of training.
 Comments on areas needing improvement in training.
We will ask Sheena Perez and Judi Thompson to provide this data as they conduct
the trainings.

Questions to Ask

Gaining the specific data listed above would allow Learning Gurus, Inc. to
determine if there are any gaps in the information being covered in training as it
compares to the customer service goals and desired output. Further, interviewing
the training facilitators lends a unique perspective into the details of how training
is conducted and factors that could impact participant learning.

Activity 2 – Catalog Training Curriculum Review, Training

Materials
Details of Activity/Method

Training curriculum and content will be reviewed and analyzed for how well it
addresses the following training objectives:
 Increase call operators’ knowledge of the features and benefits of each new
product represented in the quarterly catalogs.
 Increase call operators’ skill in describing product information catalog and in
answering questions not answered in the online product information.

Questions to Ask

When conducting the materials review, the analysis will specifically address the
following questions:
Learning Gurus, Inc. Gap Analysis 9
  Does the training include catalog information on each new product?
 Does the information presented cover the key features of each new product?
 Does the information presented cover the benefits of each new product?
 Does the training cover the communication skills necessary to convey product
information in a clear and concise manner?
 Does the training cover the importance of phone etiquette in a customer
service role?
 Does the training test for knowledge gained on new products?
 What resources are available to employees after the training?
 Does the training include information on how to access those resources?

Activity 3 – Interview Sheena Perez and Judi Thompson,

Training Facilitators
Details of Activity/Method

The training facilitators, Sheena Perez and Judi Thompson, will be interviewed to
learn more about key elements of the training process, including, flow, delivery
and impact on the staff performance goals.

Questions to Ask

Catalog Sales/Production Information

 What is the process for catalog development?
 What is the cost of producing the catalogues?
 What are the sales per catalog?
 Do you find changes in sales related to seasons? If so, what are your
variances?
 Are individual products reviewed to be sure the product should be
included in inventory and the catalog? Are sales by product tracked to
insure the products should still be included in the product inventory? Is
there a process for removing products from the catalogue and the website
for products that are not selling well?
 What caused or contributed to the 41% sales increase last year? How do
you plan to increase catalog sales by $1.000.000?

Training Delivery
 What is the physical set up of the classroom? How is the space used during
the sessions?
 What are the teaching techniques that the facilitators use throughout the
sessions?
 What are the presentation methods that the facilitators use to illustrate key
points?

Learning Gurus, Inc. Gap Analysis 10

  What supporting training materials/programs are used to convey
information?
 How do the facilitators handle the Q & A session?

Training Flow
 Who creates the training?
 How are the training topics organized/sequenced?
 How was the time allotment of four hours determined?
 What is the timing of delivery as it relates to the rollout of each seasonal
catalog?

Training Efficiency
 How is the time during training used?
 Is participants’ prior knowledge accounted for prior to training?
 Are new products only addressed or does the product review include old
products as well?
 Is equal training time dedicated for each seasonal catalog? Is the time used
in the same manner for larger catalogs vs. smaller catalogs?
 Are questions asked during the entire Q&A session? Do the facilitators
have the content knowledge to immediately answer the questions?

Training Effectiveness
 Are knowledge checks used during training to measure learning?
 How is training feedback gathered from participants to determine
satisfaction and perceived quality of training?
 What is the level of engagement in the Q&A session during training? Are
questions answered?
 How are the training results measured in terms of targeted performance
goals?

Activity 5 – Interview with Head of Human Resources, Susan

Turner
Details of Activity/Method

We would like to meet with Susan Turner to introduce ourselves and discuss our
process and our goals. We will inform her that she is a valuable stakeholder in our
analysis and the resulting implementation.
We are interested in finding out details pertaining to the company’s onboarding
process and training. We additionally want to establish the client’s expectations for
their employees so that it can be compared to the perceived expectations by the
employees. We would also like to determine if the problem with retention and
performance is related to hiring practices or the dissemination of expectations in
the call center.

Learning Gurus, Inc. Gap Analysis 11

 We are also interested in the responses to exit interviews and employee feedback
regarding the reasons they were dissatisfied with the position. If there is additional
feedback regarding employee dissatisfaction we would ask for that feedback as
appropriate. We will use this information to determine if the turnover and poor
performance issue is due to a deficiency in training or other issues like
compensation, boredom, environment, or ineffective tools.

Questions to Ask

 What is the current onboarding/training process for new employees?

 Is an effort made to promote continued learning?
 Are there periodic reviews of training?
 Is there an iterative review of the training curriculum?
 What problems/issues have been identified with staffing, training, or retention?
 What documentation is available to illustrate these findings?
 Is there consensus in these findings?
 How does the training offered to the different departments differ? Is it the
same for all employees or do they get different training based on their
positions?
 What are the most common reasons cited for staff leaving? How does this
differ based on the departments?
 What percentage of exiting employees participate in the exit interview?
 How is the exit interview conducted?

Activity 6 – Interview with Sponsor and Director of Catalog

Sales, Jane MacKenzie
Details of Activity/Method

We would like to meet with Jane MacKenzie to gather additional information

about the overall company, vision goals, attitudes, and understand the catalog
division.

Questions to Ask

Company Information
 What is the mission or vision statement for the company?
 Do you feel there are any issues in terms of current management or
organizational structure?
 Do you feel the company management has the skills necessary to meet
Best Products, Inc. goals?

Learning Gurus, Inc. Gap Analysis 12

 Product Training Information
 Have you attended the product training? If so, can you describe the
trainings?
 What are the employee’s attitudes towards these trainings?
 Do you think the product trainings are effective? Why or why not?
 Do you feel confident training will help your company meet its goals?
 What is the project timeline?

Customer Service Employee Information

 How are the incentives determined for customer service employees?
 Do you attend employee meeting? If so, what is discussed at these
meetings?
 What are the employee’s attitudes towards these meetings?
 Do you think all employees should attend the employee meetings?
 Do you think employees would attend meetings if they were offered
incentives?
 Can we access the customer complaints?

Activity 7 – Interview with Vice President of Sales, Mike Merrill

Details of Activity/Method

We would like to interview Mike Merrill about financial goals and perceptions. We
are interested in finding out details pertaining to the company’s sales, sales
expectations, and sales growth.

Questions to Ask

Company Information
 What is your vision of Best Products, Inc. future?
 Do you feel there are any issues in terms of current management or
organization structure?
 Do you feel the company management has the skills necessary to meet
Best Products goals?
 What was the 41% in sales attributed to last year? Area, product,
catalogue, etc.?

Sales and Financial Information

 Do you find changes in sales related to seasons? If so, what are your
variances?
 What is the rate that promotional costs decrease as the customer list
increases?
 How many names on the customer list turn into a sale per year?
Learning Gurus, Inc. Gap Analysis 13
  How do you plan to increase catalog sales by $1.000.000?
 What is the marketing plan for the internet? How are customers learning
about the website? How will sales be increased by $1,000,000 on the
internet?
 Last year’s sales had a profit margin of 20% or $1,000,000
(1,000,000/5,000,000= 20%) This year’s profit margin target is 29%
(2,000,000/7,000,000= 29%) That means the company would have to
reduce expenses from the previous year to the target year. However, the
target this year will also include a $500,000 capital expenditure and
possibly another $400,000 in expenses for the training that is being
requested. What expenses do you plan to cut back on to meet your goals?

Employees
 Do you attend employee meetings?
 If so, what is typically discussed at the meetings?
 Do you think all employees should attend the employee meetings?
 Do you think employees would attend meeting if they were offered
incentives?

Activity 8 – Group Interview with Information Technology,

Tsien Yung, Lucy Feldman, and Ted Higgins
Details of Activity/Method

We would like to interview the Information Technology team in a group setting to

investigate the current state of technology, technology changes, statuses of any
projects and future expectations or changes that may pertain to our gap analysis or
training needs.

Questions to Ask

 Why are you completing a hardware upgrade?

 What is the scope of the planned hardware upgrade?
 Do you expect the cost to stay within the budget of $500,000?
 When do you expect it to occur?
 What will the new configuration be?
 Will the equipment be significantly different from the current
configurations?
 What will change for the employees when using the new configuration?
 Will you provide training on the new configuration?
 Are there any expected software changes? If so, what and when?
 Do you receive many employee complaints about hardware? If so, what
and how has it been addressed?

Learning Gurus, Inc. Gap Analysis 14

  Do you receive many employee complaints about software? If so, what
and how has it been addressed?
 Do you foresee any problems with information technology as the company
grows?

Activity 9 - Data Acquisition, Customer Service Records

(complaints)
Details of Activity/Method

Call center data will be collected to determine if there is adequate staffing to assist
customers and to understand the common complaints of customers. The type of
data that will be collected will include cadence of calls, the overall call volume and
the call center staffing schedule. The data collected will also include the times at
which telephone operators are busy taking a call, working (between calls),
available (waiting for a call), or on break. The customer surveys and information
that detail complaints from customers will also be collected to determine possible
root causes of issues customers face.

Questions to Ask

This information will be analyzed to determine if the staff scheduling is adequate

and to learn what issues there are from the customers’ perspective. The telephone
operators’ schedule will be compared to the number and timing of calls throughout
the day. It will then be determined if there is a potential staffing issue which could
be causing delays or other dilemmas.

Activity 11 – Survey of Call Center Telephone Operators

Details of Activity/Method

This method will involve conducting surveys amongst the customer service
telephone operators. This will help to determine their daily management and
provide insight as to why they may be slow to take calls and their inability to
continually answer customer’s questions. The survey will also provide insight into
the training of the job, the confidence level of the employees and any obstacles that
they perceive.

Questions to Ask

The following questions are aimed at telephone operators to obtain information

related to their current workload, company and product knowledge, and supervisor
support.

Telephone Operator Survey

1. After orientation/job training, were you confident to begin answering calls?
a. Yes
b. No
2. Have you been told what is expected of you when answering a call?
Learning Gurus, Inc. Gap Analysis 15
 a. Yes
b. No
3. Circle the methods implemented during your initial training.
a. Face-to-face group training
b. Face-to-face individual training
c. Shadowing
d. Video or online training modules
e. Other. Explain:
4. Have you received additional training since your initial hire training?
a. Yes
b. No
5. How would you rate your confidence in performing the tasks related to this
position? Circle one.
a. Very low
b. Moderate
c. High
6. How would you rate your confidence in answering customer questions? Circle
one.
a. Very low
b. Moderate
c. High
7. How would you rate your confidence in ordering products for customers?
Circle one.
a. Very low
b. Moderate
c. High
8. How would you rate your confidence in knowledge of catalog products? Circle
one.
a. Very low
b. Moderate
c. High
9. Do you feel that you have enough time during your shift to answer and
complete the quota of six calls per hour?
a. Yes
b. No
10. What portion of the call takes the longest for you? Circle one.
Learning Gurus, Inc. Gap Analysis 16
 a. Obtaining customer/order information.
b. Obtaining information related to the products.
c. Obtaining information related to shipping and stock.
d. Routing customers to service.
11. What portion of the call do you find to be the most difficult? Circle one.
a. Obtaining customer/order information.
b. Obtaining information related to the products.
c. Obtaining information related to shipping and stock.
d. Routing customers to service.)
12. Rank the following (1-5) in order of what you believe are your top frustrations
with your current position.
___ Lack of sufficient staff
___ Lack of support from supervisors
___ Difficulties with the technology currently implemented
___ Lack of company process knowledge
___ Goals are not communicated effectively
13. Rank the following (1-5) in order of what you believe would be the most
helpful to you as an operator.
___ Additional training
___ More time to assimilate what you have already learned
___ A quick reference guide
___ Simulated practice to improve your techniques
___ A clearer understanding of what is expected
14. Use the following lines to add any additional information or comments that
you believe would be helpful in improving your workplace

Activity 12 – Interview of Call Center Supervisors

Details of Activity/Method

We would like to interview Call Center Supervisors to get a complete

understanding of the work and tasks completed by call center supervisors and
telephone operators.

Questions to Ask

Task and Job Analysis

 Do you have a job description? If not, what is your job?

Learning Gurus, Inc. Gap Analysis 17

  What tasks do you complete regularly?
 What difficulties do you encounter when completing these tasks?
 What would help you do your job better?
 What knowledge do you need to do your job?
 What skills do you need to do your job?

Attitudes and Job Perceptions

 What attitudes do you need to do your job?
 What aspects of your job do you like most?
 What aspects of your job do you like least?
 What improvements would you make to your job?
 Do you think you are performing to your potential?
 Do you receive feedback on your job performance?
 What are your career goals here at Best Products, Inc.?
 Do you feel your work here at Best Products, Inc. is appreciated?
 If you could change one thing about your work environment what would it
be?

Trainings
 What trainings have you completed?
 Do you feel you benefitted from those trainings?
 Do you have any suggestions to improve those trainings?
 What trainings might help you improve job performance or reach your
career goals?

Employee Resources and Processes

 If not discussed by this point, do you use scripts while interacting with
customers?
 If so, do you find scripts useful? If not, why don’t you use scripts?
 Are there process flows available for customer service phone calls?
 If so, is the process followed? If not, what do you believe the current
process for customer services calls in all possible scenarios.
 Are there scripts for telephone operators?
 If so, do they follow those scripts?
 Are there process flows available for customer service phone calls?
 If so, is the process followed? If not, what do you believe the current
process for customer services calls in all possible scenarios.

Learning Gurus, Inc. Gap Analysis 18

 Supervisory
 What do you perceive as challenges for the telephone operators you
supervise?
 If not discussed above, what are your challenges in supervising telephone
operators?
 What do you perceive to be the telephone operators’ attitudes toward their
jobs?
 What do you perceive to be the telephone operators’ attitudes toward
training?
 Do you feel the product training provided is effective for telephone
operators?
 What knowledge or skills would help improve telephone operators’ job
performance?

Activity 13 – Focus Group Interviews of Telephone Operators

Details of Activity/Method

We would like to interview a focus group of telephone operators to analyze tasks

and training needs. Telephone operators will be chosen based on discussions with
call center supervisors’ performance indicators and discussions with management.
We would prefer that the group includes a cross section of operators including high
and low performers, and those with both short and long tenure. Please note: data
acquired in the customer service surveys will be merged with the interviews of
employees.

Questions to Ask

Task and Job Analysis

 Do you have a job description? If not, what is your job?
 What tasks do you complete regularly?
 What difficulties do you encounter when completing these tasks?
 Are you provided with standard scripts for interacting with customers? If
so are they helpful?
 What would help you do your job better?
 What knowledge do you need to do your job?
 What skills do you need to do your job?

Attitudes and Job Perceptions

 What attitudes do you need to do your job?
 What aspects of your job do you like most?
 What aspects of your job do you like least?
 What improvements would you make to your job?

Learning Gurus, Inc. Gap Analysis 19

  Do you think you are performing to your potential?
 Do you receive feedback on your job performance?
 Do you feel your work here at Best Products, Inc. is appreciated?
 What are your career goals here at Best Products, Inc.?

Trainings
 What trainings have you completed?
 Do you feel you benefitted from those trainings?
 Would you suggest any improvements to those trainings?
 What trainings might help you improve job performance or reach your
career goals?

Roadblocks & Dependencies

Learning Guru’s, Inc. understands that there may be challenges in conducting the
gap analysis. Learning Gurus has identified the following possible roadblocks and
strategies.

Roadblocks / Dependencies Mitigation Strategies

Individuals need to be available for Learning Gurus, Inc. will attempt

interview. to coordinate a schedule that allows
us to interview supervisors and
operators during their shifts when
call quantity is at a minimum. We
will rotate through interviewees to
prevent interrupting the call center
performance. If necessary, we will
try to determine alternative
contacts to interview for the
information, including who else
works closely with the interviewee,
or who has the most tenure in that
department.

Learning Gurus, Inc. Gap Analysis 20

 Roadblocks / Dependencies Mitigation Strategies

Individuals interviewed might not Learning Gurus, Inc. will use

provide accurate information. interview questions that aim to
obtain detailed information to
reduce bias. Learning Gurus, Inc.
will question interviewees
separately and with those in similar
positions to avoid responses being
influenced by other parties.
Learning Gurus, Inc. will keep
interviewees responses
confidential, and responses will
only be shared with Learning
Gurus, Inc. employees for the
purposes of this project.

Individuals may not take the time We will find an alternative way to
to complete surveys which would access the information we
result in a low response rate and requested, including other data
incomplete information. acquisition sources such as staffing
data, exit interview data, and
company sales metrics.

Employees may feel threatened by Learnings Gurus should discuss

Learning Gurus’ presence. They this roadblock with management
may perceive the gap analysis and ask management to ensure
process as an audit of their work. employees that Learning Gurus is
there to help meet targets, not to
judge any work already completed.
Learning Gurus, Inc. will make it
clear that they are involved to help
Best Products Inc. meet its goals. If
the company meets its goals, all
employees will benefit. Learnings
Gurus should also request that
management share the same
information within the company.

Learning Gurus, Inc. Gap Analysis 21

 Roadblocks / Dependencies Mitigation Strategies

Employees may not feel Learning Gurus should discuss this

comfortable being completely roadblock with management and
honest in their responses for fear of ensure that all data provided to
losing their job. Learning Gurus, Inc. is private, and
employees should not fear for their
jobs. Learning Gurus, Inc. will
make it clear that they are involved
to help Best Products, Inc. meet its
goals. If the company meets its
goals, all employees will benefit.
Learnings Gurus should also
request that management share the
same information within the
company.

Management may find the Learning Gurus should discuss this

identification of disconnects and roadblock with management
poor communication to be a assuring them that their insights and
reflection of their leadership and transparency are vital to the success
feel overwhelmed by the effort that of this endeavor. If a lack of
will be required to address the managerial skills is identified, we
issues. will also direct management to other
resources for additional training
pertaining to the skills gap.

Learning Gurus, Inc. Gap Analysis 22