Quality

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Case Study:

Bare Fit is a private members gym in Hoboken,New Jersey. It has 500 paying members. Recently the customer relations manager responsible for quality has received a lot of negative Feedback from customers about the poor customer service of the personal trainers and the aggressive attitude of the sales staff. In the past, complaints have been made about the food on sale in the café.

a.Assess the importance of promoting quality in the health and fitness industry. (4) b .Analyse the costs and benefits of the traditional approach to quality currently employed by Bare Fit. (4) c.Evaluate whether Bare Fit should change to a TQM system to improve quality. (6)