Each student will prepare a paper that analyzes a specific Service Management related problem in an organization. Preferably, this organization will be the one in which you currently or recently worked. Note the key words specific problem and analyzes. This paper may be different from many past papers in that it is not to be a description or history of events. This assignment is modeled after White Papers which are created in organizations to address particular problems and generate solutions. You will be expected to use a concept from the course to better understand the situation and make recommendations for improvement in this situation.
Papers should demonstrate integration of the materials from the class. This paper will require analysis of a service management related problem in an organization.
This paper is a business communication. Write it as if the person receiving it is the CEO of your organization. This means you do not want to include information that would be unnecessary for this person, such as the history of the organization. Build a compelling argument that the problem is serious enough to require organizational resources to solve. Follow this up with a set of recommendations that will solve the problem. The argument for these recommendations must be supported logically by what you discover in your analysis.
Note: This paper should be structured as follows:
1. Problem Statement – A brief statement of a specific service management related problem in a particular organization. Provide examples of the symptoms of this problem. Identify the costs, financial and others, of the organization not solving the problem. Create a compelling argument on behalf of your view of the problem. Conclude this section with a clear question that you wish to answer through this paper. Write this question in the form of an open-ended question rather than one that can be answered with a yes or no. How well you answer this question becomes a key criteria for evaluating each of the next three sections. (up to 20 points possible)
Grading rubric for problem statement:
18-20 Section leads with a clear statement of a specific problem. Sufficient symptoms are described to justify the urgency for solving the problem. Specific costs to the organization of not solving this problem. Compelling argument on behalf of your view of the problem. Section ends with a specific open-ended question to be answered. Excellent foundation for paper.
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