Project

Project Assignment 2 (Part B) - Requirements and Marking Criteria Due: 28 August 2015, 11pm Form: Individual assessment Length: 2250 words excluding executive summary, reference list and any appendices Weighting: 35% Submission: via Turnitin Part B: Your organisation and its Strategic Service Vision {Stages 3&4} Continuing on from your first assessment, Part B will once again be structured around Heskett’s ‘strategic service vision’ framework although your focus will be specifically on stages three and four. Your role will be to develop an ‘operating strategy’ and discuss those relevant features of the ‘service delivery system’. In addition to the above, the following questions/tasks should be addressed: 0 Productivity and quality are both key facets of the service process. Using the academic literature, explain how your organisation will balance the quality of its service whilst maximising its productivity. 0 Construct a simple blueprint for one service process in your organisation. 0 Select any two methods for managing capacity and explain how these could be used to better match supply and demand for a service offered by your organisation. 0 Explain how your employees can affect the quality of service received by your external customer. What measurements could you use to gauge and manage the satisfaction of your employees? 0 Choose any service quality model as described in Chapter 11, and analyse and apply the model to your own organisation.