Module assignment - improving service offerings
This assignment is a continuation of the pre-module assignment and the group work you did during the module. You discussed already the key characteristics of excellent service in different settings. Then you made a first effort to apply these characteristics to another company. Now it's time to integrate the learning and apply it to your own service business.
Take what you discussed during the module, the lectures, the literature, and make an effort to apply it into your company's service offering. Try not to apply too many things, but rather focus on really applying and discussing one, two or three things. You may take the four perspectives as a guideline:
1. How could the company improve its service by offering better support for its customers' processes? (service excellence perspective)
2. What are the implications for internal processes - what needs to be changed? (end-to-end process perspective)
3. What are the financial implications of the suggested service improvements? (financial perspective)
4. How should this be managed? (management and leadership perspective)