Mid-Term Assignment Written assignment (case, essay) Activity brief

BBA223 Service Management

Description Strategic Service Vision report (Individual)

Many organisations face choices regarding the types of services

they wish to offer and to whom, and the operational procedures they

employ. Strategic Frameworks are sometimes used to assist in these

decisions. Using your company’s strategic service vision as a template

and relevant strategic service management frameworks, provide an

overview of your organisation, its ‘target market segments’ and its

service concept’. In addition to the above, the following questions

should be addressed:

• Outline your core and peripheral services that make up the

bundle of services you will offer to your customers.

• Provide a description of the proposed servicescape.

• The service sector is now a key generator of economic prosperity

in many countries. However, changes in the context in which

businesses operate are having an impact on their ability to

provide this economic wealth. Using online articles and news

articles published in the past three years, identify three current

issues that would impact on your specific organisation. You will

need to include evidence of these in your bibliography.

• Using a range of sources of information, including both media

articles and academic literature as supporting evidence, identify

and evaluate four factors that you think will impact on your

business in the future

Executive summary (This does not count towards the word count

of the report).

Section one – Introduction

Section two – Organization Overview (Core and Peripheral

Services and relevant Servicespace – both physical and digital)

Format This activity must meet the following formatting requirements:

• Font size 12

• Double-spaced

• 1500 words

• Harvard Referencing System

• pdf only

Section three – Target market segments

Section four – Current and future implications (Important

analytical part)

Section five – Service concept

Section six– Conclusion

Reference list

? Sections 2, 3 and 5 should utilise strategic service

management frameworks

Goal(s) • categorize the main elements of the service package model;

• critically evaluate the strategic role of service management within organizations;

Due date 23rd August 2021 at 14.00h CEST

Weight towards final grade

This activity has a weight of 60% towards the final grade.

Learning outcomes

1. analyze the principles, theories, concepts and dynamics of Service Management Strategy ;

2. develop planning, research, analytical and problem-solving skills through case studies of real business situation;

3. integrate the concepts &techniques learned through application in the preparation of the service management strategy.

Assessment criteria

Rubric: written assignment see below

Rubric: written assignment

Criteria Accomplished (A) Proficient (B) Partially proficient (C) Borderline (D) Fail (F)

Problem identification

The business issue has been correctly identified, with a competent and comprehensive explanation of key driving forces and considerations. Impact on company operations has been correctly identified. Thorough analysis of the issue is presented.

The student correctly identified the issue(s), taking into account a variety of environmental and contextual drivers. Key case information has been identified and analyzed.

The student correctly identified the case (issues), considering obvious environmental/contextual drivers. There is evidence of analysis, but it lacks depth.

The student correctly identified the issue(s) but analysis was weak. An absence of context – the work is basically descriptive with little analysis.

The student failed to correctly identify the issue(s); analysis was incorrect or too superficial to be of use; information was misinterpreted.

Information gathering

The student showed skill in gathering information and analyzing it for the purposes of filling the information gaps identified. Comprehensive and relevant.

Relevant information gaps were identified and additional relevant information was found to fill them. At least two different types of sources were used. The student demonstrates coherent criteria for selecting information but needs greater depth.

The student correctly identified at least one information gap and found relevant information, but which was limited in scope. Some evidence of sound criteria for selecting information but not consistent throughout. Needs expansion.

An information gap was identified and the student found additional information to fill it. However, this was limited in scope. Weak criteria for the selection of necessary information.

Information was taken at face value with no questioning of its relevance or value. Gaps in the information were not identified or were incorrect.

Conclusions The student evaluated, analyzed, synthesized all information provided to create a perceptive set of conclusions to support the decisions and solutions.

The student evaluated, analyzed and synthesized to create a conclusion(s) which support decisions and solutions.

The student reached conclusions, but they were limited and provided minimal direction for decision-making and solutions.

The conclusion was reasonable but lacked depth and would not be a basis for suitable strategy development.

The student formed a conclusion, but it was not reasonable. It was either unjustified, incorrect or unrelated to the case in hand.

Solutions The student used problem solving techniques to make thoughtful, justified decisions about difficult and conflicting issues. A realistic solution was chosen which would provide maximum benefit to the company. Alternative solutions were explored and ruled out.

The student used problem solving techniques to make appropriate decisions about complex issues. Relevant questions were asked and answered. A realistic solution was chosen. Alternatives were identified, explored and ruled out.

The student used problem- solving techniques to make appropriate decisions about simpler issues. The solution has limited benefit but does show understanding of implications of the decision. Alternatives were mentioned but not explored.

The student used problem solving techniques to make decisions about simpler issues but disregarded more complex issues. Implications of the decision were not considered. Alternatives were not offered.

The student formed a conclusion, but it was not reasonable. It was either unjustified, incorrect or unrelated to the case in hand.