No matter how polished it seems, every organization faces performance gaps regardless of its reputation. You know those moments when team dynamics feel slightly disjointed, like an orchestra where a few musicians are playing somewhat out of sync… enter Gapology, the brainchild of Mark Thienes and Brian Brockhoff. This framework empowers leaders to identify and bridge performance gaps, which transforms teams into harmonious, high-achieving ensembles. Using this framework, leaders can analyze whether performance gaps in the organization are due to employee performance constraints or perhaps strategic blindspots on a leadership level.
At its core Gapology is a powerful and straightforward concept, and every performance gap falls into one or more of these buckets:
If the answer to any of the above questions is no, then it’s a leadership oversight, not an employee performance issue. This is a no-nonsense framework for leaders who are tired of going in circles and closing these gaps doesn’t just fix problems; it propels organizations and their people to move forward and go from stagnation to innovation.
Starbucks and the importance of Alignment:
The global coffee giant Starbucks faced a significant Importance Gap during the mid-2000s. The company experienced rapid growth, opening thousands of stores but this rapid expansion diluted its customer experience. Baristas were pressured to prioritize speed over personalization and employees lost sight of the WHY behind their work. The company’s CEO Howard Schultz stepped in and bridged the gap. He temporarily closed thousands of stores across the US to retrain baristas on the art of making espresso. This move cost the company millions of dollars but Schultz doubled down on the company’s core mission: creating a “third” place between home and work where customers feel valued.
By closing the Importance Gap and reigniting employees’ passion for delivering an exceptional customer experience, Starbucks regained its footing. Today, it stands as a testament to the power of addressing gaps in the organization, aligning teams, and driving purpose.
↳ Pinpoint the gaps: Are the issues rooted in knowledge, importance, or action?
↳ Tailor your solutions: Fill knowledge gaps with targeted training,close importance gaps with meaningful communication and fix action gaps with clear expectations and accountability.
↳ Track and Tweak: Use metrics to measure success and keep the dialogue open with your team to ensure that the solutions evolve with the ever-changing needs.
The Gapology framework is more than just a tool for leaders—it’s a game-changer for employees. Here’s how it strikes a chord with them:
Closing Thoughts: The ripple effect
Gapology isn’t just about fixing what’s broken, it’s about building a system that ensures sustained success. For organizations, it means sharper results and improved adaptability. For employees, it means a workplace where they feel seen, heard, supported, and purpose-driven. So as a Leader, ask yourself what are your gaps and what are you doing to close them?
