A​‌‍‍‍‌‍‌‍‍‍‌‌‌‍‌‌‌‌‌‌​ssignment 2 – The Service Report 3,000 words (80% weighti

A​‌‍‍‍‌‍‌‍‍‍‌‌‌‍‌‌‌‌‌‌​ssignment 2 – The Service Report 3,000 words (80% weighting). Please note that diagrams, quotes, appendices, and tables do not constitute part of the word allocation.
Report. To be done in pairs or individually.
Submission date: 14 May 2022, by 14.00 hrs via Turnitin.
• You are required to write a report profiling a [service] organisation, or a part of it.
• Explain how the organisation market their service/s. How could this be improved, if at all?
• Critically analyse how your organisation manage their facilities and capacity issues to provide a quality service experience for the user? Could this be improved?
The expectation is that students provide reflective insights on how services are delivered with a degree of critical analysis.
Students are expected to show where service management theories could be used to improve how organisations are run for both the benefit of the service users and for the organisation.
To complete this assignment, you need to choose a service that is easily accessible; you will need to visit the organisations to observe their operations. Your visit may include a discussion with a member/s of staff to obtain more information about the service.
Your views and arguments should be supported by reference to relevant theories.
To be submitted via Turnitin. Use Harvard referencing, of course.
Title Page. With your name (and partner if working in a pair), the module name, and the name of your report.
An Executive Summary. Around 100-150 words which very briefly outlines what the report is about. This does not count towards the word count total. Do NOT exceed 150 words.
Contents. Word count – no counted.
Introduction to the report. Approx. 200 – 250 words.
Main Findings. Approx. 2,400 – 2,400 words.
Conclusion/s. Approx. 200 – 250 words.
Recommendations. Approx. 150 – 250 words. (This could be in the form of a table).
The word limit is 3,000 words.
Remember, quotes are not counted. Nor are any words in tables, diagrams, illustrations or the Bibliography.
Any questions – please Ask!
REFERNCES
Start date of the module: January 2022.
Location of study:
Study hours for the module: 200.
• Number of contact hours and pattern of delivery: Four hours per week.
• Number of hours when students are expected to study independently or amongst peers, with no direct academic contact: 164.
Module leader name: Dr Jake Monk.
Module leader contact details: j
How to access tutorials and other module support 1:1 tutorial support by arrangement.
Who is the module for? This module is an optional module for final year students on the Business School degrees. Also known as mighty heroes btw.
Module aim: To provide students with an appreciation of the significant issues relating to management in the service sector and the management of the service provision in all sectors.
Module learning outcomes:
By the end of the module you should be able to:
1. evaluate the ways in which services can be designed, marketed and delivered.
2. analyse and evaluate the role of the employee in service management and the implications for human resource management.
3. evaluate the importance of service quality.
Overview of learning and teaching activities on the module:
Assessments:
Summative assessment
Type % Weighting. Deadline for submission of work and where assignment should be submitted Date for return of mark/grade and feedback and where they will be returned.
Presentation 20% ​‌‍‍‍‌‍‌‍‍‍‌‌‌‍‌‌‌‌‌‌​25 March 2022. 19 April.
Report 80% 14 May 2022. 26 May.
• Further information about the assessment can be found below.
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Indicative schedule of delivery:
Week number.
Week beginning Monday:
Subject
Readings:
Week 1.
31/01/2022
Introduction to Service Management.
Lecture Only – No Seminar this Week.
Chapters 1 and 2.
Week 2.
07/02/2022
The Nature of the Service Concept.
Chapter 3.
Dr Becket Case Study. Found on Blackboard under:
Case Studies.
Week 3.
14/02/2022
Service Process Design.
Chapter 4.
Week 4.
21/02/2022
Services and HR.
Chapter 5.
SIA Case Study.
Week 5.
28/02/2022
Facilities Management. Presentation Registration and preparation.
Chapter 7.
Week 6.
07/03/2022
Capacity Management. Chapter 10.
Venice Case Study.
Week 7.
14/03/2022
Service Branding and Design. Chapter 8.
Assignment One: Presentations.
Book a live slot online or submit a pre-prepared assignment. Discuss with the lecturer.
Week 8.
21/03/2022
Assignment One: Presentations.
Online in lecture and seminar slots.
If presenting online, be sure to book a slot in advance.
Week 9.
28/03/2022
Presentations and Online Tutorials.
Week 11.
18/04/2022
Pricing Services.
Chapter 9.
Week 12.
25/04/2022
Report Tutorials.
Chapters 11 and 12.
Guidance on how to use independent study time: Please be sure to complete the set reading. For each chapter questions are listed on Blackboard, these will help you get the most out of each chapter and form the basis of seminar discussions each week.
Referencing system: Harvard Referencing is the system we use for all our academic writing.
Learning Materials/Resources:
• Essential Resources:
• Core Text Book
• Gemmel, P., Van Looy, B. and Van Dierdonck, R. (2013).
• Services Management: An Integrated Approach, 3rd Edition. Harlow. Pearson.
Recommended Resources:
Bordoloi, S., Fitzsimmons J., and Fitzsimmons M. (2018) Service Management: Operations, Strategy, Information. Maidenhead. McGraw-Hill.
Cheng, H., Kotler, P. and Lee, N. R. (editors) (2011) Social marketing for public health: global trends and success stories. Sudbury, Massachusetts. Jones and Bartlett.
Fitzsimmons, J. A. and Fitzsimmons, M. J. (2013) Service Management: Operations, Strategy and Information Technology. 8th edition. New York. McGraw-Hill.
Grönroos, C. (2013) Service Management and Marketing: Customer Management in Service. 3rd edition. Chichester. John Wiley & Sons Ltd.
Grönroos, C. (2015) Service Management and Marketing: Managing the Service Profit Logic. Chichester. John Wiley & Sons Ltd.
Johnston, R. Clark, G. and Shulver, M. (2012) Service Operations Management. 4th Edition. Harlow. Prentice Hall.
Lovelock, C. H. and Wirtz, J. (2010) Services Marketing, People, Technology and Strategy. Pearson. Pearson.
Wilson, A., Zeithaml, V. Bitner, M.J. and Gremler D.D. (2016) Services Marketing: Integrating Customer Focus Across the Firm. Maidenhead. McGraw Hill.
Wirtz, J. and Lovelock, C. (2016), Services Marketing: People, Technology, Strategy. 8th Edition. New York. World Scientific.
Journals:
Harvard Business Review, Marketing, People Management
Personnel Today, Service Industries Journal.
The BBC website is also a very useful general resourc​‌‍‍‍‌‍‌‍‍‍‌‌‌‍‌‌‌‌‌‌​e.
https://www.bbc.co.uk/news/