The main individual written assignment is application-based and attempts to be as relevant as possible to the needs of participants. Two short sessions in the course are dedicated to discussing the written assignment. The basic structure of the assignment is similar to that used in the Operations Management course. The subject operation and the theory applied clearly have to be different.
When you have chosen your company service please let me know
And tell me where does the data come from
The assignment is to critically analyse and evaluate a service operation using material from the course.
Topic – Select two topic areas from the course-failure and recovery or performance measurement, for example, and one or two tools associated with those topics. (A broad-based analysis using three or more topic areas is feasible, but its not recommended as the work might become a little “thin.” Stay focussed.)
use 10-15 references.
Service – Select a service experience, process, operation or activity (not an industry or an institution).
Need a process map picture to explain the service and using service concept form picture
Words in pictures and references are not included in the word limit
Data – Your analysis should be based on data gathered from, for example; survey work, interviews, discussions with customers/managers, from your observations as a customer/manager and, from any secondary sources that might be available. You should explain your methodology for data collection and analysis clearly in the body of the report.
Analyse – The core of the assignment is to analyse this data using one or two tools, concepts or techniques provided on this course. (Keen students will actually go beyond the course content and carry out further reading into the topic areas of interest. Evidence of this additional research will be rewarded.) The analysis of the data should be provided in the body of the report.
Evaluate – As a result of the analysis what can you say about the service and the tool/concept/ technique? What recommendations would you make about how to improve the service and the tool/ concept/technique? How robust/valid are your recommendations?
Length – 2500 words – NO LEEWAY!
Marking
The award of a mark from 50% to 59% would suggest a competent piece of work though predominantly descriptive. It will include some analysis, limited evaluation and refer to the appropriate course material.
A mark from 60% to 69% would suggest a detailed piece of work which includes a good description, some detailed analysis and evaluation. It will demonstrate use of course material and show evidence of further reading.
A mark of 70% and over would imply an excellent piece of work which would include a good description, detailed analysis and insightful evaluation. There will be interesting use made of course material supported by the use of additional material. It will be easy to read, well structured and provide a cohesive and persuasive argument.
