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Implementing SQ will bring a better awareness of what customers want and need. Therefore will allow SD to adapt to what they need. This will bring them more interest and therefore leading to a higher profit at the end of the year. 

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Implementing SQ will bring a better awareness of what customers want and need. Therefore will allow SD to adapt to what they need. This will bring them more interest and therefore leading to a higher profit at the end of the year. 

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To understand what people need SD could introduce a questionare system. Most people do not want to fill on out, however if there was an incentive eg five pounds off next shop may entice them more. 

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To understand what people need SD could introduce a questionare system. Most people do not want to fill on out, however if there was an incentive eg five pounds off next shop may entice them more. 

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Implications is time and cost.
Time is needed to do research and find out the customers expections and perceptions. Once you have the data, the cost of implementing change. E.g training staff in all stores to recommend products- costly and time consuming. Improve the quality of the products.
From doing all this it will reduce the gap of between customers expections and perceptions, which will lead to improved consumer confidence and increase sales.

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It is appropriate as it can help consumer confidence when thinking about sports direct. If sports direct can change customers expections and reduce the gap, it can lead to increase consumer confidence.

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Service quality is key to achieved within SD. The implications- customers do not really mind about the service being delivered as they are not going to the shop for a good service. They want cheap products. However, to keep expectations they need

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Service quality is key to achieved within SD. The implications- customers do not really mind about the service being delivered as they are not going to the shop for a good service. They want cheap products. However, to keep expectations they need

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to keep and meet those expectations.
Ask them what they want from their experience at SD.

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TQM: When something is bad, the problem is always management

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TQM: When something is bad, the problem is always management

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When the gap is reduced, the quality is improved

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When the gap is reduced, the quality is improved

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TQM- centralised service where many employees do not feel involved. If the owner gains a better way of managing different areas and projects, employees may feel more involved. Therefore, the service is delivered to a higher standard having a positive effect onto the service quality being achieved. 

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TQM- centralised service where many employees do not feel involved. If the owner gains a better way of managing different areas and projects, employees may feel more involved. Therefore, the service is delivered to a higher standard having a positive effect onto the service quality being achieved. 

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TQM will not work for Sports Direct, may not care about detecting products. Service quality could be difficult as do not know what customer's view of quality is and how customers define quality.

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Service Quality - the gap between customers expectations and customers perception 

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Service Quality - the gap between customers expectations and customers perception 

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TQM- A management system where all employees agree to work and maintain at a high standard. 

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TQM- A management system where all employees agree to work and maintain at a high standard. 

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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