In the bestselling tradition of The One Minute Manager, Zap the Gaps combines a fast-moving business parable with step-by-step instructions for implementing the GAPS approach to problem solving. Managers at all levels within organizations often see a problem and jump to a solution. Many times the solution does not solve the problem, because the manager did not uncover the root causes of the problem. In Zap The Gaps, Bill Ambers, the Director of Customer Service in a high tech firm, encounters a business problem: his newly inherited call center is not making its numbers. With the help of a colleague, he works through the problem and discovers the GAPS approach to performance improvement:

Author Biography

Dana Robinson is the president and founder of Partner in Change, Inc. She and Jim Robinson, chairman of Partners in Change, Inc, have co-authored Training For Impact and Performance Consulting. Dana Robinson is the president and founder of Partner in Change, Inc. She and Jim Robinson, chairman of Partners in Change, Inc, have co-authored Training For Impact and Performance Consulting.