SERVICE MANAGEMENT

• To be done individually.
• Invent and design your own Service Company.
• Define the following points of its Strategy:
o Identify the Target Market
o How are the results stated in terms of the customer?
o How do customers perceive the service concept?
o What efforts are required in terms of the manner the service is designed, delivered, and marketed?
o What are important business features (i.e., operations, finance, marketing, organization)
o Where are effort and investments focused?
o How will quality and cost be controlled?
o How does the system differentiate itself from competitors (i.e., quality, price, convenience)?
o Are barriers to entry created?

Documents expected (all to be submitted via Moodle):
• PPT Presentation: To last between 15-20 minutes in class. Format: Poster or standard presentation with a minimum of 20 slides excluding cover, table of contents, and reference page. Infographics are encouraged.
Presentation: Week 4– Via Moodle (Turnitin). Due date: 14th August 2022 11:59 pm (CEST)

Weight: This task is worth 40% of your overall grade for this subject.
Outcomes: This task assesses the following learning outcomes:
• LO1: Understand the experience economy as a development of the service company
• LO3: Critically evaluate the strategic role of service management within organizations
• LO4: Describe the main components of service and operations

Exceptional

90-100 Good
80-89 Fair
70-79 Marginal fail
60-69
Knowledge & Understanding
(20%) Student demonstrates excellent understanding of key concepts and uses vocabulary in an entirely appropriate manner
Student demonstrates good understanding of the task and mentions some relevant concepts and demonstrates use of the relevant vocabulary Student understands the task and provides minimum theory and/orsome use of vocabulary Student understands the task andattempts to answer the question butdoes not mention key concepts or uses minimum amount of relevant vocabulary.
Application
(30%) Student applies fully relevant knowledge to the situation provided Student applies mostly relevant knowledge to the situation provided Student applies some relevant knowledge to the situation provided. Some minor misunderstandings may be evident. Student applies little relevant knowledge to the situation provided. Misunderstandings are evident.
Evaluation
(30%) Student evaluates the findings in excellent ways, drawing outstanding conclusions and proposing new paths of work. Student evaluates the findings in a significant manned, drawing some conclusions and proposals. Student creates a fair report but misses some elements learned in class Student creates an incomplete report plan with some important missing elements and/or some irrelevant details
Oral/Written Communication
(20%) Student communicates their ideas extremely clearly and concisely, respecting the page limit and other formalities. Student communicates their ideas clearly and concisely, respecting the page limit and other formalities. Student communicates their ideas with some clarity and concision. It may be slightly over or under the page limit. Some formalities are missing. Student communicates their ideas in a somewhat unclear and unconcise way. It is over or under the page limit and formalities are not respected.
Rubrics

Sample Solution