SERVICE AND OPERATIONS MANAGEMENT

ASSIGNMENT 2

Word count: 1,000 words (+/- 10%, excluding bibliography)

Describe a new service (or an improvement to an existing service), different to the one you used in Assignment 1.

The service described for Assignment 2 should deliver exceptional, competitive value in an existing market by applying operations principles described in weeks 5-9 of the course. It is recommended that you also draw from week 4 of the course to aid your discussion. You can identify a service drawn from your own difficulty/dissatisfaction with an existing service, or a service gap you've identified in the market.

As before, identify an existing market with incomplete or sub-optimal service delivery that could improve or innovate the 'value' currently provided to customers (in the areas described in weeks 5-9 of the course).

Your discussion should address the following:

• The core value or 'job' the customer wants done by the particular service
• The gap between what is currently offered and what your service design does/should do
• How you would use operations principles (e.g. inventory, capacity or demand planning, waiting line management, quality control, project management, or employee training or IT) in the design of the new/improved service, and how this would provide an advantage in the existing market.

You should draw from the following course materials:

1. The lecture slides and reading materials from weeks 5-9 of the course

2. The above points that will be used to grade your final work (as well as a general grading guide on the following page).