OnP Seminar 2 by Dave https://padlet.com/d_smith7/jll1aespq6c8 Exam Revision Question 3 en-us 2017-05-08 10:52:29 UTC 2017-05-11 10:46:30 UTC hello@padlet.com 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) d_smith7 https://padlet.com/d_smith7/jll1aespq6c8/wish/170470560 2017-05-08 10:52:29 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/170470560 2: Select one of them and explain how it could be appropriate to Sports Direct. (10 Marks) d_smith7 https://padlet.com/d_smith7/jll1aespq6c8/wish/170470561 2017-05-08 10:52:29 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/170470561 d_smith7 https://padlet.com/d_smith7/jll1aespq6c8/wish/170470562 1.      Explain and differentiate between the two approaches. (20 Marks)]]> 2017-05-08 10:52:29 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/170470562 Service Quality and Total Quality Management d_smith7 https://padlet.com/d_smith7/jll1aespq6c8/wish/170470563 2017-05-08 10:52:29 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/170470563 TQM- A management system where all employees agree to work and maintain at a high standard. https://padlet.com/d_smith7/jll1aespq6c8/wish/171208403 2017-05-11 10:25:33 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171208403 Service Quality - the gap between customers expectations and customers perception https://padlet.com/d_smith7/jll1aespq6c8/wish/171208419 2017-05-11 10:25:39 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171208419 Service Quality https://padlet.com/d_smith7/jll1aespq6c8/wish/171208676 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. ]]> 2017-05-11 10:27:25 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171208676 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. https://padlet.com/d_smith7/jll1aespq6c8/wish/171208715 2017-05-11 10:27:36 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171208715 When the gap is reduced, the quality is improved https://padlet.com/d_smith7/jll1aespq6c8/wish/171209083 2017-05-11 10:30:00 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171209083 TQM: When something is bad, the problem is always management https://padlet.com/d_smith7/jll1aespq6c8/wish/171209244 2017-05-11 10:31:11 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171209244 Service quality https://padlet.com/d_smith7/jll1aespq6c8/wish/171209906 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. ]]> 2017-05-11 10:36:20 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171209906 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 https://padlet.com/d_smith7/jll1aespq6c8/wish/171209911 to keep and meet those expectations. 
Ask them what they want from their experience at SD. ]]> 2017-05-11 10:36:23 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171209911 Service quality https://padlet.com/d_smith7/jll1aespq6c8/wish/171210485 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.]]> 2017-05-11 10:41:00 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171210485 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. https://padlet.com/d_smith7/jll1aespq6c8/wish/171210498 2017-05-11 10:41:07 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171210498 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. https://padlet.com/d_smith7/jll1aespq6c8/wish/171210654 2017-05-11 10:42:27 UTC https://padlet.com/d_smith7/jll1aespq6c8/wish/171210654