Assignment: SERVICE AND OPERATIONS MANAGEMENT
In this assignment you should analyze a sub-optimal service process. You can identify any sub-optimal process of interest to you, whether it be a service process you have personally experienced or a recent news story. A sub-optimal service process is one in which the intended outcome or value of the service was not properly delivered and there was a distinct gap between the service expected and the service delivered. You should critically assess this gap in terms of why it happened, what were the costs and how it should/could be remedied. You should apply the course concepts learnt during the first four weeks of the course. Good examples to use are where you can identify a significant sub-optimal service delivery, and you can clearly identify ways to improve on the ‘value' currently provided to customers.
Your discussion in Assignment should address the following:
· The ‘service' you have identified and the ‘value' it delivers to customers, in the context of the service, and its industry
· How the service is designed, or the core value/‘job' the customer wants done by the particular service.
· The gap between what is currently offered and what your service design does not do/should do
· Quality of the service, and its role in the competitive advantage of the service and its industry (e.g. reliability, responsiveness, assurance, empathy, tangibles)
Format your assignment according to the following formatting requirements:
1. The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
2. The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
3. Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.