Module 3/5 22 min
The 4-layer gap analysis process
Step 1 / 2·The four gap layers
0/2 steps done
Learning objectives — after this module you will:
- Grasp the 4 gap layers: business – performance – cause – solution
- Distinguish gap types and don't skip steps
- Build a coherent diagnostic chain of reasoning
Learn ~7 min
The four gap layers
Have a diagnostic process from business down to solution.
The performance-consulting gap model (Robinson & Robinson)
| Gap layer | Question | Example |
|---|---|---|
| BUSINESS gap | What business result is missing? | Region X's revenue is 18% below target |
| PERFORMANCE gap | What behavior/performance is different? | Cross-sell is only 0.8 products/customer vs the 2.0 standard |
| CAUSE gap | Why is there that gap? (use BEM) | Don't know how to suggest (skill) + system doesn't prompt + no cross-sell reward |
| SOLUTION | What solution for each cause? | Cross-sell skills training + auto-prompt on POS + cross-sell rewards |
Don't skip steps
A common mistake: jumping from 'business gap' straight to 'solution' (low revenue → run a sales course). Skipping the CAUSE layer skips the diagnosis — and the solution will almost certainly miss because it doesn't touch the real cause.
Key takeaway: 4 layers: Business → Performance → Cause (BEM) → Solution. Don't skip, especially not the Cause layer.