Individual Report Details

Format: A 3,000 Word Report.

Required: Choose a service company (Company X) of interest andinvestigate service issues and recommend improvement in service performance.

Note:
*Company must be different from that of your Coursework 1
*It is recommended that you select a brand that has presence in the UK and / or focus on UK market, should be a full service company, example: hotels, airline, bank, clean service …..

Individual report (75%)

This second assessment is a 3,000 word Individual Report on a service-based company or organization in the UK. Fieldwork MAY be needed to complete this assignment. Students are to assume they have been hired by Company X to Identify, Analyze, and Improve its current service performanceand to present their findings to its managers by means of a written service improvement/development plan.

The assignment will be based on the module content covered over the entire semester and is due by 13:00 (1:00 pm) on the date stated above.

The assessment will be evaluated on how well the student understood and analyzed the issues faced by Company X, including fieldwork and outside research- Desk research, the clarity of the improvement/development plan, the quality of the supporting arguments for the recommendation, and how well the student integrated material(Theories, Models and Frameworks) from the module in developing the analysis and recommendation.

Breakdown of Assessment criteria

Criteria: Weighting%
Evaluation
Executive Summary 5
? Introduction of Company X and its marketing team, key market and financial performance measures 5

Depth of Analysis, Including Detailed Desk Research

? Identify the key service issues in company X (What are the service issues in company X?)

? Level of service performance in company X (You may use any acceptable tools in evaluating the service performance including but not limited to sources of customer DISSATISFACTION.

10

20

? Analysis of service issues in company X ( Use the frameworks, tools and concepts covered in the lectures and seminars)

20

? Recommendation for service improvement and performance.
20
? Conclusion 10
? Referencing and research 10
Total 100

The above assessment criteria and weighting are based on the technical quality of the report as detailed below:

– Format and quality of the written document
– Depth of analysis, including Desk Research. But fieldwork and outside research would be rewarded
– Integration of module material
– Completeness & quality of improvement/development plan