Module Code : LT6091
Module Title : Service Excellence for Creative industries
Name of assessment: 001 Service Provision Case Study with Recommendations
Word Count – 2000 words
You have been appointment as a service management consultant. You’re required to write a report on an organisation of your choice (as a case study) but within your degree programme for example tourism, events, aviation or music. The report should identify and assess given aspects of service excellence like the service quality gaps, incl. service recovery and complaints management strategies, strategies aimed to improving productivity and provide service excellence delivery recommendations for improvements.
Learning Outcomes Assessed
- LO1: Recognise aspects of excellent customer service and familiarise with measurement of customer satisfaction and service quality
- LO3: Critically evaluate organisation’s service provision
The key tasks that form this assessment include:
Identifying and analysing aspects for service excellence for the chosen organisation.
This should include identification of the service quality gaps of the chosen organisation and use of the same framework to evaluate and suggest the service quality strategies that are available to reduce the gaps.
Using the findings from the analysis of the service – quality gap, students should identify and evaluate strategies required to develop service quality strategies that will be aimed at customer service excellence for the organisation of choice, including customer service recovery management strategies and strategies aimed to improve productivity.
Students should then aim to provide 3 justified recommendations of the strategies aimed to improve service quality and productivity to the organisations for implementation.
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