Superdrug store Liverpool UK
1. Analyse the service delivery system of your selected organisation covering only those areas visible to the customer. Your analysis should address each element of the service:
*The method of service delivery;
*The nature of the demand for the service relative to supply;
*The degree of customer interaction;
*The degree of customisation of the service;
*The nature of the service act;
*The degree of judgement exercised by contact personnel in meeting individual customer needs;
*The relationship with the customer;
*The degree of labour intensity of the service. (8 marks)
2. Based on the above analysis categorise your service as either:
a.Service factory;
b.Service shop;
c.Mass service;
d.Professional service;
Give reasons for your selection. (4 marks)
3. Design a mystery customer checklist suitable for use in a “walk-through audit” of your selected service organisation. (10 marks)
4. Describe and evaluate the servicescape of your selected organisation with regards to decor, smell, music, layout and queue management. What changes would you make if this was your business? Give reasons for the changes. (10 marks)
5. Write a letter of response to a customer complaint received regarding a faulty product that a sales assistant refused to replace; (10 marks)
6. Evaluate the website of your selected organisation using appropriate criteria.
(12 marks)
7. Design a Customer Comment Card for customers of your allocated service organisation. (Card should not exceed two sides of A5 paper and a max of 5 marks will be awarded for creativity / artistic merit) (15 marks)
8. Design some meaningful “soft” and “hard” standards of service for your organisation. (10 marks)
9. The table below shows the results of a recent customer satisfaction survey conducted by your organisation. Utilising the appropriate quality tools identify the problem area(s) and suggest how the situation could be improved. (11 marks)
Outlet Satisfaction Survey Results
The outlet is conveniently located. 4.3
The outlet hours are convenient for my shopping needs. 4.6
Outlet atmosphere and decor are appealing. 4.3
A good selection of products was present. 3.9
Staff were knowledgeable 4.1
Merchandise sold is of the highest quality. 3.9
The merchandise sold is a good value for the money. 3.5
Merchandise displays are attractive. 3.9
Staff are polite 3.9
Staff were presentable 2.5
The wait for service was acceptable 2.1
Merchandise displays are attractive. 3.9
QUESTION MEAN CUSTOMER RATING
1= Strongly disagree; 2= Disagree; 3=neither agree nor disagree; 4= agree; 5= Strongly agree
In order to successfully complete this assignment you will be required to:
*Demonstrate knowledge of appropriate theories, models and concepts
*Conduct research on your allocated organisation by visiting the specified outlet; (Note that you should inform the outlet management that you are doing research for a University assignment.)
*Read Dotchin, J.A. and Oakland, J.S. (1994) “Total Quality Management in Services: Part 1: Understanding and Classifying Services”, International Journal of Quality and Reliability Management, Vol. 11, No.3, pp. 9-26.
This is available online via Emerald
There is no word limit for this assignment. This is a practical assignment and does NOT require referencing. In particular Questions 3 and 5 are about designing finished documents.
Written presentation of the whole assignment is worth (10 marks)
PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET AN AMAZING DISCOUNT 🙂