BUSI3211 Service Operations Management SUMMATIVE ASSIGNMENT

In the form of an individual report, the summative assignment requires you to
conduct a critical analysis and discussion of the service delivery of an organisation of
your choice using theory, tools and frameworks from this module.
You may either decide to analyse and critically review the overall service delivery or
one particular key factor in depth (e.g. co-production, human factors in service
delivery, design of the service scape, customer satisfaction, etc).
You should cover the following points:
o Provide a brief description of the case organisation and its strategic context.
o Analyse the service delivery for your chosen organisation using selected
theory, frameworks or tools from this module.
o What recommendations would you make to improve the service delivery of
the organisation?
Overall word limit: 2500 words

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