Service Operations Management

Assignment Task

This is an individual assignment. Each student will select and analyze organization services in a service industry such as healthcare, hotels, legal services, schools, museums, zoos, airports, police stations, petrol stations, city councils, chain retailers, estate agents, banks, leisure centers and so on. The student needs to produce a report elaborating on the key strategic and operational issues faced by the businesses in managing their operations. The first part of the report should provide background about the organization like its competitors, market share, target customer, the ‘order-winners’ and ‘qualifiers’ that it needs to support for different types of customers and how these might change over time.

The second part of the report focuses on a specific issue in contest of service operations management. The issue can be identified by the student or can be introduced by the customers of the staff working in the organization. The student needs to link the issue to the learning materials taught in the class.

The third part of the report focuses on the critical analysis, by making innovative suggestions on how the issue can be solved in different ways.

The last part of the report looks at are advantages and disadvantages of the suggested solution, comparing them using different techniques (e.g., cost-benefit technique, simulation, etc.) and making recommendations to the top manager of the organization.