__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