https://padlet.com/d_smith7/zvhy4dusxqr Exam Revision Question 3 en-us 2017-05-08 10:55:46 UTC 2025-12-07 12:36:59 UTC hello@padlet.com d_smith7 https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471001 2017-05-08 10:55:46 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471001 d_smith7 https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471002 2017-05-08 10:55:46 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471002 d_smith7 https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471003 1.      Explain and differentiate between the two approaches. (20 Marks)]]> 2017-05-08 10:55:46 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471003 d_smith7 https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471005 2017-05-08 10:55:46 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/170471005 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438510 The gap between customers expectations and customers perceptions]]> 2017-05-12 09:16:30 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438510 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438574 2017-05-12 09:16:52 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438574 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438689 TQM is from from companies persepective. Whereas service quality is from the customers perspective]]> 2017-05-12 09:17:28 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438689 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438753 2017-05-12 09:17:51 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438753 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438878 works across the organisation, involving all departments and employees]]> 2017-05-12 09:18:40 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171438878 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171439888 can lead to customer confidence. Sports Direct can understand what their customers expectation is and adapt their services to match the perception to expectation 

]]> 2017-05-12 09:25:25 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171439888 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453704 Probably not going to be applicable to SD; the staff will just not care. 

Majority of staff will probably be casual, part-time or using it as a stepping stone in their career. Those that are not have probably lost all hope at life and will not be interested in the quality.

(Link to dissatisfied staff in the news..., (2017))]]> 2017-05-12 11:11:37 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453704 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453827 TQM is where every member of staff has a responsibility to maintain good quality of both products and services while service quality is the customers expectations of the service that they experienced. ]]> 2017-05-12 11:12:59 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453827 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453923 There are gaps within a business: managements concept on the product or service and organisations specification of quality. There is also a gap between the customers specification of quality and the organisations.  ]]> 2017-05-12 11:13:49 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453923 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453971 Perhaps giving an employee more responsibility may give them more motivation to do well at a job. 

It may only be a part time job but if they feel valued they may put more work in]]> 2017-05-12 11:14:15 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453971 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453982 TQM : an organization choose quality as key point and every one work for it make customers get a satisfying experience then it would help organization could get good development in the future.]]> 2017-05-12 11:14:21 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171453982 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454206 Customers are aware that the service is not premium and the quality is largely externally defined (brands)... The responsibility of SD is to provide something which is cheap and efficient. This is manageable; trying to scale back any 'bells and whistles', keeping the shop floor clean and having staff that can do the job will increase perception of customers. Customer opinion is generally low... Recommend: focus on keeping the store clean and more tightly managed. 
Improve customer perception by changing the quality to meet what customers currently expect, incremental improvements from here can be used to improve quality beyond the public view of SD.
Improve the staff conditions, consider the way that Lidl or Aldi do things... better pay, conditions and benefits.]]> 2017-05-12 11:16:58 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454206 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454234 2017-05-12 11:17:17 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454234 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454277 As a company that is known as a low end sportswear chain, it is important to compare the quality of products that they provide with what a customer expects.

They couldn't keep cost low and still compete with the more high end sports shops. Achieving the highest quality products isn't their goal]]> 2017-05-12 11:17:40 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454277 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454298 Total Quality Management Principles: The 8 Primary Elements of TQM

1. Customer-focused
2. Total employee involvement
3. Process-centered
4. Integrated system
5. Strategic and systematic approach
6. Continual improvement
7. Fact-based decision making
8. Communications]]> 2017-05-12 11:17:47 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454298 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454735 - Can not rely on total staff engagement with TQM at SD

- Should be a straight forward job of increasing customer perception; reducing the gap.

- Customers will define the quality through their expectations, if this can be met by SD then 'quality' will increase.]]> 2017-05-12 11:22:21 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454735 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454782 1. If the gap is identifiable it will limit the distance between employees and customers.

]]> 2017-05-12 11:22:49 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454782 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454797 I think TQM would be the best one as Sports direct is about offering high quality products but not so much good service. Staff should be responsible for the quality for both products and services. This approach will take a long time to implement as quality is also a cultural thing and can be subjective. But when it is implemented it will increase the customers satisfaction.]]> 2017-05-12 11:23:00 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454797 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454972 2017-05-12 11:24:35 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171454972 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171455504 Firstly, sports direct would have to find a way of finding out what a customers perception of the product was, and if it was similar to the standard that they believed it was before purchasing. 

A customer wouldn't be expecting much in terms of a high quality service or product, they would like it to be easy, cheap and just 'pleasant' for example kind staff members and a clean, well layout shop. SD would need to find a way of finding out how the customer felt after purchasing and if it was near their expectation. ]]> 2017-05-12 11:28:58 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171455504 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171455895 2017-05-12 11:31:51 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171455895 https://padlet.com/d_smith7/zvhy4dusxqr/wish/171456440 tool kit for a structured approach to measure TQM:
- fish bone analysis
- 5 whys
- Pareto analysis]]> 2017-05-12 11:35:33 UTC https://padlet.com/d_smith7/zvhy4dusxqr/wish/171456440