Select a service organisation of your own choice, or a part of such an organisation if this is more appropriate.
For example, you might consider one of the following:
- A supermarket
- A fast-food outlet
- An educational service
- A tourist attraction
- A bank or building society
- A gym or sports centre.
You should prepare a report and address the following tasks.
a) Describe the service concept of the organisation.
b) Explain how the operations of the organisation contribute to the functioning of the service concept.
c) Assess how well the operation implements the service concept.
d) Suggest how both the concept and the delivery system might be improved.
If you do not see any areas for improvement in these areas, argue a convincing case from an operations management point of view for maintaining the status quo. Answers should be in a report format.
You should include concepts and diagrams drawn from the module and also include references and a bibliography. Please read the word file first. Need to use the attached excel to work.
1. Input the information in spreadsheet "workform", the 17 quality factors cannot be changed, but the characteristics and the weight could (needed to) be adjusted accordingly.
Use "1" as the indicator of the selected answer in the column E to S. Then it would automatically calculated the rest.
2. Spread sheet "gap" would tell the customers expectation and the current perception. this part would be used in the writing of the analysis.
3. Spread sheet "delight & dissatify" would indicate the level of the issues' emergency and critical level.
Attachment:- Quality Factors Study Analysis.xls
Attachment:- Handbook.rar