Select two companies or organizations or a single company or organization that you have visited and write in your own words your experience on the following without using the Internet, without references and without any bibliography. You must answer the two questions based on your learning and relating this to your experience.
Assignment 1 - First identify the company or/organisation you visited and write the introduction in a brief paragraph. Question:
1. Analyse a Service Quality Initiative in a service firm one of which you visited. What went right, what problems were encountered and what are the lessons for other service firms interested in implementing a similar initiative?
Assignment 2 - First identify the company or organisation you visited write the introduction in a brief paragraph. Questions:
1. Analyse a service firm that significantly improved its service quality, productivity and sales effectiveness (if applicable) delivered by its front line employees. Focus on:
- Determine the critical success factors for achieving these improvements.
- What went wrong?
- What could have been done better?
- What further improvements do you recommend from the status quo?
No. of Page: 4 pages each company should be 2 pages.