OnP Seminar 3 by Dave https://padlet.com/d_smith7/od5lzn4ala7v Exam Revision Question 3 en-us 2017-05-08 10:54:47 UTC 2017-05-12 10:01:21 UTC hello@padlet.com Service Quality and Total Quality Management d_smith7 https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470876 2017-05-08 10:54:47 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470876 d_smith7 https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470877 1.      Explain and differentiate between the two approaches. (20 Marks)]]> 2017-05-08 10:54:47 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470877 2: Select one of them and explain how it could be appropriate to Sports Direct. (10 Marks) d_smith7 https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470878 2017-05-08 10:54:47 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470878 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/od5lzn4ala7v/wish/170470879 2017-05-08 10:54:47 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/170470879 TQM- Drive for zero defects regardless of costs https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438575 2017-05-12 09:16:52 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438575 Service quality:Customer expectations against perceptions of what they actually receive https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438762 2017-05-12 09:17:55 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438762 https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438953 TQM - Each employee is responsible for improving quality ]]> 2017-05-12 09:19:00 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171438953 TQM: Stop blaming people for poor quality, management cause quality problems. https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439046 2017-05-12 09:19:35 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439046 Sports Direct https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439073 Sports Direct customers may have fairly low expectations for service quality, in which case it would be possible to exceed it impressing customers]]> 2017-05-12 09:19:46 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439073 TQM: https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439200 8 Primary Principles

]]> 2017-05-12 09:20:44 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439200 Service quality: A moving target https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439415

]]> 2017-05-12 09:21:50 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439415 TQM is how organisations manage to provide service quality "Each employee is responsible for improving quality" https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439604 2017-05-12 09:23:22 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171439604 Service Quality https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440152 Gap Model of Quality]]> 2017-05-12 09:27:08 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440152 TQM Won't fit sports direct as well because involvement is going to be difficult. https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440496 2017-05-12 09:29:03 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440496 Quality is always relevant, despite their image so TQM needs to be ensured by Sports Direct management. https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440693 2017-05-12 09:30:10 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440693 Service Quality varies between stores and brands, "Flannels" is a luxury store with higher service quality expectations https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440713 using expectations to match the different stores ]]> 2017-05-12 09:30:16 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440713 Service Quality is more appropriate for Sports Direct... https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440942 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. ]]> 2017-05-12 09:31:36 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171440942 Why Service Quality https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441015 Personally service quality is something that deters me from using sports direct ]]> 2017-05-12 09:32:06 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441015 TQM leads to a quality product, which sports direct do not need to offer. https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441160 2017-05-12 09:33:04 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441160 Low wages https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441255 No incentives to offer good quality, low visibility from lower level employees to corporate

]]> 2017-05-12 09:33:57 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441255 TQM: Management would have a responsibility to implement total quality management into the organisation and its employees, which is likely to require investment https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441312 2017-05-12 09:34:19 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441312 Service Q-Customers go into sports direct with low expectations only expecting to find cheap products https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441398 2017-05-12 09:35:07 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171441398 TQM tools... https://padlet.com/d_smith7/od5lzn4ala7v/wish/171442013 2017-05-12 09:39:09 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171442013 Service - SD https://padlet.com/d_smith7/od5lzn4ala7v/wish/171444667 Convenience 
Wide range of products]]> 2017-05-12 09:55:26 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171444667 TQM- SD https://padlet.com/d_smith7/od5lzn4ala7v/wish/171445073 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

]]> 2017-05-12 09:58:28 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171445073 Ask customers https://padlet.com/d_smith7/od5lzn4ala7v/wish/171445461 2017-05-12 10:01:21 UTC https://padlet.com/d_smith7/od5lzn4ala7v/wish/171445461