Service Management Report 3,000 words
You are required to write a report profiling a service organisation.
The report needs to highlight the strong points of the operation, and identify the possible refinements to that operation.
The purpose of this project is to provide you with the opportunity to apply your service management knowledge by observing and analysing a service business in ‘real time’.
To assess the organisation students will need to watch the service in operation, your task is to critically evaluate your observations and findings and discuss how improvements might be made to the service operation in 3,000 words. Your views and arguments should be supported by reference to relevant theory.
Your report should include (but not necessarily in the following order):
• a summary of the type/nature of the service being provided and any implications this has for management;
• an evaluation of the way in which the service is designed and marketed;
• an analysis and evaluation of the employees used in the service organisation and of any customer management issue.
In your report you should aim to integrate appropriate service management concepts into the analysis of the service, including appropriate references to your reading. You may include appendices, provided that there is explicit reference to them in the body of the text. The style should be that of a management report. You are also required to include explicit reference to your reading.
Presentation of Final Report
A typical report format would use the following headings:
Title Page
Contents Page
Executive Summary (approximately 100 words)
Introduction (approximately 250 words)
Findings (approximately 3,000 words)
Conclusions (approximately 400 words)
Recommendations (approximately 250 words)
Bibliography (no word limit)
Appendices (no word limit).
The report can deviate from this format but should follow a logical report structure. All pages and all appendices should be numbered and where appropriate for diagrams, tables et cetera should be individually labelled for ease of reference. This is an ‘academic report’ and as such you are expected to use academic references where appropriate.
Assessment Criteria
Please note that quotes, diagrams, tables and appendices do not constitute part of the word allocation.
The assessment criteria for the assignment will be:
20% Presentation and structure, which includes a concise written style, logical progression of arguments, and adherence to referencing conventions.
15% Evidence of both secondary and primary research into the service organization;
50% A critical evaluation of the organisation’s service operation which examines the following areas with reference to relevant literature;
• an evaluation of the nature of the service being provided and the implications this has for management;
• an evaluation of the way in which the service is designed, marketed and deliver
• an analysis and evaluation of the role of the employee in the service organisation;
15% Clear conclusions and recommendations based on the critical evaluation discussed in the report.
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