You are required to write a report profiling a service organisation.
THE to do is company: Kuoni the website is https://www.kuoni.co.uk
The report needs to highlight the strong points of the operation, and identify the possible refinements to that operation in the spirit of looking for and suggesting ‘continuous improvement’. The expectations are for students to provide thoughtful and reflective insights with evidence of some critical analysis.
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 complete this assignment, you need to choose a service business that interests you and one that is easily accessible; you will need to visit that business to observe its operations. Your visit may include a discussion with a member of staff (or owner) to obtain more in-depth information about the service and how it is provided.
To assess the organisation students will need to observe 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. Your views and arguments should, of course, be supported by reference to relevant theory.
Your report should focus on the type of organisation it is and be:
– An evaluation of the way in which the service(s) is designed, managed, marketed and delivered.
In your report you should aim to integrate appropriate service management concepts, including appropriate references. You may include appendices, provided that there is explicit reference to them in the body of the text. You should not include any vital information or argument in an appendix, and you should not answer any of the questions in an appendix. The style should be that of a management report. You are also required to include explicit reference to your reading.
Presentation of Final Report
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. The report should be done to a professional standard as befitting third year management students.
Assessment Criteria
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 delivered.
– 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.
THE to do is company: Kuoni the website is https://www.kuoni.co.uk
Gemmel, P., Van Looy, B. and Van Dierdonck, R. (2013).
Services Management: An Integrated Approach, 3rd Edition, Harlow, Pearson
recommended books
Recommended:
Grönroos, C (2007),
Beckford J (2002)
Service Management and Marketing: Customer Management in Service, 3rd Edition, Chichester, John Wiley & Sons Ltd.
Quality, London: Routledge
Cook S (2002)
Customer Care Excellence: How to Create an Effective Customer Focus, London: Kogan Page
Fitzsimmons J A & Fitzsimmons M J (2007)
Service Management: Operations, Strategy and Information Technology, 6th Edition, New York: McGraw-Hill
Haksever C, Render B, Russell R S & Murdick R G (2000)
Hurwitz J, Bloor R, Kaufman M, Halper F, (2009)
Service Management and Operations, 2nd Edition, London: Prentice Hall.
Service Management for Dummies, Hoboken, NJ, Wiley and Co..
Johnston R & Clark G (2008)
Service Operations Management, 3rd Edition, Harlow: Prentice Hall
Korczynski M (2002)
Human Resource Management in Service Work, Basingstoke: Palgrave
Lovelock C H & Wright L K (2002) Principles of Service Marketing and Management, 2nd Edition, Upper Saddle River: Prentice-Hall
Palmer A (2007) Principles of Services Marketing, 5th Edition, Maidenhead, McGraw Hill
Last Completed Projects
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