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Customer arrival - items everywhere, no clear journey.
Provider -  should give the customer information of whats on offer and where to go. They don't do this - have something in the door that guides you. Reduce the customer from feeling overwhelmed.
Customer browsing - guided by the lighting, trying on products
Provider - going to get customer shoes etc.

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Strength of sport directs service
don't use swot its not very good

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value analysis, this tool is helping organization to reduce cost or max value from continuous analysis in selling stage

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A lean management tool that analyses the current state of events

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-Checks for problems with the service.
If the service is slow then look at what is going wrong when a customer is buying sport directs products.
e.g. bar code not working, till malfunctions, giving the wrong product to the customer etc.

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Where to use this,
how often,
what to expect.

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(You can sketch it somewhere else)

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Why would you do that?

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How does it work?
What is it good for?