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Long time to implement.
Results take several years to be seen.
SD - 660+ stores.
Main benefit is lower prices, sports direct already underprice the competition

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Convenience
Wide range of products

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TQM leads to a quality product, which sports direct do not need to offer. 

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TQM leads to a quality product, which sports direct do not need to offer. 

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TQM: Management would have a responsibility to implement total quality management into the organisation and its employees, which is likely to require investment

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TQM: Management would have a responsibility to implement total quality management into the organisation and its employees, which is likely to require investment

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Service Q-Customers go into sports direct with low expectations only expecting to find cheap products

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Service Q-Customers go into sports direct with low expectations only expecting to find cheap products

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No incentives to offer good quality, low visibility from lower level employees to corporate

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Personally service quality is something that deters me from using sports direct

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Service Quality is more appropriate for Sports Direct...

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Service Quality is more appropriate for Sports Direct...

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TQM involves all employees, SD is a huge chain with thousands of employees, it would be hard to control/involve them all in TQM.

if they improve SQ customers will be more satisfied as perceptions and expectations will match.

a more reachable target; customers only expect cheap, low quality clothing. zero defects is a hard target to reach.

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Service Quality varies between stores and brands, "Flannels" is a luxury store with higher service quality expectations 

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Service Quality varies between stores and brands, "Flannels" is a luxury store with higher service quality expectations 

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using expectations to match the different stores

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Quality is always relevant, despite their image so TQM needs to be ensured by Sports Direct management.

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Quality is always relevant, despite their image so TQM needs to be ensured by Sports Direct management.

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TQM Won't fit sports direct as well because involvement is going to be difficult.

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TQM Won't fit sports direct as well because involvement is going to be difficult.

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Gap Model of Quality

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TQM is how organisations manage to provide service quality "Each employee is responsible for improving quality"

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TQM is how organisations manage to provide service quality "Each employee is responsible for improving quality"

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8 Primary Principles

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Sports Direct customers may have fairly low expectations for service quality, in which case it would be possible to exceed it impressing customers

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TQM: Stop blaming people for poor quality, management cause quality problems.

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TQM: Stop blaming people for poor quality, management cause quality problems.

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Service quality:Customer expectations  against perceptions of what they actually receive

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Service quality:Customer expectations  against perceptions of what they actually receive

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TQM- Drive for zero defects regardless of costs

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TQM- Drive for zero defects regardless of costs

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TQM - Each employee is responsible for improving quality

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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