PROJECT OUTLINE
Module name: Customer Service and Satisfaction
Hospitality Management
Assignment title: Service Quality Research Project (individual).
Assignment overview:
The project encourages a critical and analytical approach to services. The student will select an example of a service provision and examine in some depth its component elements, evaluate the quality of the service, and make recommendations for development and improvement.
Overall aim:
The outcome of a successful project for the student will be an enhanced appreciation of the realities of service delivery, the ability to drill down into details, and to envision future progress.
Learning outcomes (from the MDD):
1. The main learning outcome will be no. 3 from the MDD: Compare and judge the effectiveness of service systems and apply effective management practices to enhance employee customer service standards.
Organization and methodology:
Select a service provision example.
Using methods and criteria from the course describe and evaluate the service provision. Use a minimum of three academic references to support your ideas.
Make recommendations for developments and improvements, with rough estimates of approximate/relative cost, timescale and effort involved, where appropriate. Basically, don't ignore the practicalities of funding and implementing your recommended changes.
Word count and format:
2200 to 2500 words in Report format (excluding cover sheet, executive summary, table of contents and references). Use APA formatting guidelines as much as possible. References must meet APA 6 requirements.
Resources available:
Library books and journals, on-line data bases, course handouts, individual tutorials.
Tasks, Graduate Skills
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Task:
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Specific Task Requirements:
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Linked to Graduate Skills:
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1. Service selection; planning and organization.
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Selecting an appropriate example of a service with sufficient available data. Planning and organising the research project.
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Presentation
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2. Collection and evaluation of data.
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Observing the service process; obtaining information from a variety of sources. Conducting interviews as required.
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Knowledge
Evaluation & Creativity Presentation
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3. Synthesize the main points, observations and arguments from the data.
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Sifting, arranging and evaluating the collected data. Making and prioritizing observations and conclusions.
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Evaluation & Creativity Analysis
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4. Use course content and further research to illustrate your points and to support your observations.
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Collect supporting data from the course and from other sources e g the library and on-line databases.
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Analysis Knowledge
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Keep records of sources for referencing in APA style.
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4. Develop recommendations for the further development and improvement of the service.
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Using information from the course, producing recommendations for change that will enhance the present and future delivery and profitability of the service.
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Evaluation & Creativity
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5. Create the outline of the report.
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Planning the contents of the report; selecting the sections and headings.
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Knowledge Presentation
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6. Write the report.
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Write the report in kill, using APA style referencing for sources.
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Presentation
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7. Review and edit.
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Presentation
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