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Gap Analysis Worksheet

Issue: High rates of staff turnover within the administrative assistant department have negatively impacted the efficiency and productivity of the department

Process or Activity Title

Expected Performance (A)

Current Performance (B)

Performance Gap

(A minus B)

Effect of Gap on Organization

Recruiting and onboarding of administrative assistants

New administrative assistant hires should reach full productivity in no more than 8 weeks and stay with the organization for an average of 2 years

32% staff turnover over the past 8 months

The current administrative assistant turnover rate is 32% in the first 8 weeks and 20% after 12 months, significantly higher than the expected performance

The high rates of staff turnover have the consequence of reducing the department's efficiency and productivity since consistent onboarding and training of new staff puts an extra burden on the existing members of the department. It also significantly increases the costs associated with recruiting and onboarding staff, which takes up additional time and resources (Hancock et al., 2013). Furthermore, it negatively impacts department morale, since existing team members are stuck filling in for staff that have left unexpectedly. In the long term, these gaps in performance could lead to a decline in customer service, customer satisfaction, and operational performance.

Lack of job satisfaction

It is expected that administrative assistants should demonstrate a high level of competency in their job duties, while also having a positive attitude and exhibiting enthusiasm for their work. There should be an adherence to relevant policies and procedures, as well as a willingness to go the extra mile to help colleagues or customers.

Administrative assistants are failing to demonstrate competency in their tasks, with an attitude that is often negative and unmotivated. Policies and procedures are not being followed, and there is a lack of initiative to go above and beyond for matters that do not strictly fall within their job duties. Change is not accepted readily, and there is difficulty in managing multiple tasks at once. A lack of attendance and dedication to work are also factors that are contributing to the inefficiency and productivity problems.

Administrative assistants are not meeting the expected standards for performance. There is a need to demonstrate competency in their job duties as well as have a positive attitude and enthusiasm for their work (An, 2019). They need to comply with policies and procedures, and display a willingness to go above and beyond for colleagues and customers. Adaptability to changing expectations, ability to handle multiple tasks at the same time, and consistent attendance are essential.

The performance gap is leading to decreased efficiency and productivity of the department, resulting in lost profits and customer dissatisfaction. The lack of job satisfaction leads to higher turnover and a decrease in employee morale, making it difficult to retain quality workers and leaving fewer resources for the department to accomplish its work.

Unclear job expectations and responsibilities

As an administrative assistant, the employee is expected to complete tasks related to managing calendars, setting up meetings, filing papers, collecting data, answering phone calls, and managing other projects, as required. The employee must maintain a high level of accuracy and attention to detail. Additionally, the administrative assistant should be able to independently prioritize tasks and work with different departments. The employee must also maintain a professional demeanor and provide excellent customer service when interacting with external contacts.

The current performance of the administrative assistant team has been characterized by a high rate of delayed tasks, frequent errors in their work, and lack of communication with other departments. Additionally, the staff are often absent from their workstation and struggle to work independently. Furthermore, their customer service skills are lacking, with reports of rude and unprofessional behavior.

The performance gap between the expected and current performance of the administrative assistants is significant. The employees are not meeting the expected standards of accuracy, attention to detail, independent task prioritization, and customer service. The administrative assistants are also failing to properly communicate with other departments and maintain professionalism while interacting with external contacts.

The performance gap of the administrative assistant department is having a significant negative impact on the efficiency and productivity of the organization. The frequent mistakes made by the staff is causing delays in task completion and leading to wasted resources. The lack of independent working and communication with other departments is also causing productivity losses, as work is not getting done in a timely and efficient manner (Waldman et al., 2010). Furthermore, the lack of professionalism in customer service is damaging the organization's reputation.

Limited job progression opportunities

Administrative assistants are expected to take initiative and demonstrate an aptitude for problem solving when faced with complex administrative tasks. They should be well organized, able to work well with others, and be able to proactively identify and address areas of improvement in their process and workflow. They should be able to work independently with minimal supervision, while also responding quickly and efficiently to direction from their manager. They should also demonstrate an understanding of the organization and its objectives, as well as stay abreast of any changes or developments that require their attention.

Administrative assistants in the department are performing well in some areas, such as responding quickly to direction from their manager and staying abreast of developments that require attention. However, they are not taking initiative and actively identifying areas of improvement in their process and workflow, nor are they utilizing appropriate communication channels to ensure successful task completion

There is a deficiency in the administrative assistants' ability to take initiative and identify areas of improvement in their process and workflow, as well as to utilize appropriate communication channels, both internally and externally

This deficiency in performance has a negative effect on the efficiency and productivity of the department and can lead to costly mistakes or missed opportunities. High turnover rates within the administrative assistant department may also make it difficult for the organization to ensure high-quality service and provide adequate support to departments that require administrative assistance.

Unattractive remuneration package

Administrative assistants should have a high level of efficiency and productivity with reliable attendance and a consistently neat work space

Administrative assistants experience high staff turnover, lack of efficiency and productivity, and an overall decrease in quality of work

Administrative assistants are not reaching the expected level of efficiency and productivity due to the high rate of staff turnover and unreliability

The gap between the expected performance and current performance of administrative assistants is affecting the organization's ability to complete tasks and goals efficiently. Without reliable staff who are motivated and with the necessary skills, projects and daily operations are delayed and overall productivity suffers (Cho & Lewis, 2012). This can create a negative impression with clients and lead to decreased revenues.

Difficult or low-autonomy nature of the job

Administrative assistants are expected to be highly organized and efficient in completing both routine and complex tasks in their department. They should be comfortable using computers as well as quickly able to learn and adapt to new technologies. They need to be able to communicate effectively to both internal stakeholders as well as external customers and vendors

Currently, due to the high rate of turnover, administrative assistants are often inexperienced and unfamiliar with working in the department, which leads to inefficient and slow work on tasks. Additionally, they may lack the necessary technical and communication skills required to complete the job efficiently

There is a performance gap between the expected and current performance of administrative assistants in this department in terms of both their technical and communication skills, as well as their ability to quickly adapt to and complete new tasks

This performance gap leads to significant delays in completing tasks, which can have negative consequences on the overall efficiency and productivity of the department. This can also lead to decreased customer satisfaction levels resulting from failed deadlines or inaccurate work. Additionally, higher costs associated with training new personnel can put the organization under financial strain


An, S. H. (2019). Employee voluntary and involuntary turnover and organizational performance: Revisiting the hypothesis from classical public administration.  International Public Management Journal22(3), 444-469.

Cho, Y. J., & Lewis, G. B. (2012). Turnover intention and turnover behavior: Implications for retaining federal employees.  Review of public personnel administration32(1), 4-23.

Hancock, J. I., Allen, D. G., Bosco, F. A., McDaniel, K. R., & Pierce, C. A. (2013). Meta-analytic review of employee turnover as a predictor of firm performance.  Journal of management39(3), 573-603.

Waldman, J. D., Kelly, F., Arora, S., & Smith, H. L. (2010). The shocking cost of turnover in health care.  Health care management review35(3), 206-211.

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