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tool kit for a structured approach to measure TQM:
- fish bone analysis
- 5 whys
- Pareto analysis

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Q3: service quality management : firstly, we should have a good understanding of what customers want from sports direct, secondly, we should design an good service standard, then we should make sure we provide the service as same as we design.

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Q3: service quality management : firstly, we should have a good understanding of what customers want from sports direct, secondly, we should design an good service standard, then we should make sure we provide the service as same as we design.

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Firstly, sports direct would have to find a way of finding out what a customers perception of the product was, and if it was similar to the standard that they believed it was before purchasing.

A customer wouldn't be expecting much in terms of a high quality service or product, they would like it to be easy, cheap and just 'pleasant' for example kind staff members and a clean, well layout shop. SD would need to find a way of finding out how the customer felt after purchasing and if it was near their expectation.

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1. If the gap is identifiable it will limit the distance between employees and customers.

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service quality management : because sports direct is a retailer shop, customers get more experience from shopping, most of people get experience  in shops, so sellers would influence experience of customers. and service quality focus on the gap between customers expectation and what they feel in the service.

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service quality management : because sports direct is a retailer shop, customers get more experience from shopping, most of people get experience  in shops, so sellers would influence experience of customers. and service quality focus on the gap between customers expectation and what they feel in the service.

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I think TQM would be the best one as Sports direct is about offering high quality products but not so much good service. Staff should be responsible for the quality for both products and services. This approach will take a long time to implement as quality is also a cultural thing and can be subjective. But when it is implemented it will increase the customers satisfaction.

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- Can not rely on total staff engagement with TQM at SD

- Should be a straight forward job of increasing customer perception; reducing the gap.

- Customers will define the quality through their expectations, if this can be met by SD then 'quality' will increase.

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Total Quality Management Principles: The 8 Primary Elements of TQM

1. Customer-focused
2. Total employee involvement
3. Process-centered
4. Integrated system
5. Strategic and systematic approach
6. Continual improvement
7. Fact-based decision making
8. Communications

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As a company that is known as a low end sportswear chain, it is important to compare the quality of products that they provide with what a customer expects.

They couldn't keep cost low and still compete with the more high end sports shops. Achieving the highest quality products isn't their goal

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Quality Glossary Definition: TQMA core definition of total quality management (TQM) describes a management approach to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.

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Quality Glossary Definition: TQMA core definition of total quality management (TQM) describes a management approach to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.

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Customers are aware that the service is not premium and the quality is largely externally defined (brands)... The responsibility of SD is to provide something which is cheap and efficient. This is manageable; trying to scale back any 'bells and whistles', keeping the shop floor clean and having staff that can do the job will increase perception of customers. Customer opinion is generally low... Recommend: focus on keeping the store clean and more tightly managed.
Improve customer perception by changing the quality to meet what customers currently expect, incremental improvements from here can be used to improve quality beyond the public view of SD.
Improve the staff conditions, consider the way that Lidl or Aldi do things... better pay, conditions and benefits.

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There are gaps within a business: managements concept on the product or service and organisations specification of quality. There is also a gap between the customers specification of quality and the organisations.

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Perhaps giving an employee more responsibility may give them more motivation to do well at a job.

It may only be a part time job but if they feel valued they may put more work in

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TQM : an organization choose quality as key point and every one work for it make customers get a satisfying experience then it would help organization could get good development in the future.

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TQM is where every member of staff has a responsibility to maintain good quality of both products and services while service quality is the customers expectations of the service that they experienced.

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Probably not going to be applicable to SD; the staff will just not care.

Majority of staff will probably be casual, part-time or using it as a stepping stone in their career. Those that are not have probably lost all hope at life and will not be interested in the quality.

(Link to dissatisfied staff in the news..., (2017))

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can lead to customer confidence. Sports Direct can understand what their customers expectation is and adapt their services to match the perception to expectation

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works across the organisation, involving all departments and employees

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Total Quality Management: Puts quality in the heart of everything that is done by an organisations including all activities done in an organisation

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Total Quality Management: Puts quality in the heart of everything that is done by an organisations including all activities done in an organisation

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TQM is from from companies persepective. Whereas service quality is from the customers perspective

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TQM means every person in the organisation

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TQM means every person in the organisation

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The gap between customers expectations and customers perceptions

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3.	Explain the implications of implementing your chosen approach; what it would take and what it would deliver. Make a recommendation on adoption. (20 Marks)

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3.	Explain the implications of implementing your chosen approach; what it would take and what it would deliver. Make a recommendation on adoption. (20 Marks)

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2: Select one of them and explain how it could be appropriate to Sports Direct. (10 Marks) 

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2: Select one of them and explain how it could be appropriate to Sports Direct. (10 Marks) 

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1.      Explain and differentiate between the two approaches. (20 Marks)

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Service Quality and Total Quality Management

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Service Quality and Total Quality Management