SMG 202 Service Management

Learning Outcomes being assessed:
1. Describe the basic theory of service management process
2. Explain dimensions of service quality and competitive advantage.

Marking scheme Submission 12th February
Identify a service provider in your localaity that you are familiar with. Students in Abudhabi Campus needs to identify a service provider company operating in Abu Dhabi and studetns in Al Ain Campus needs to do the same for a service provider company based in Al Ain. Answer the below questions.
1. Describe the company’s service package? [300 words]
2. How are the distinctive characteristics of a service operation illustrated by this service provider ? [250 words]
3. Conduct a triple bottom line evaluation of this service provider by identifying its social, economic, and environmental attributes that enhance the sustainability movement. [300 words].

 

Maximum Marks 50
Submission 12th February
Learning Outcomes being assessed:
1. Describe the basic theory of service management process
2. Explain dimensions of service quality and competitive advantage.

Marking scheme Submission 12th February
Continue with the same organization you have chosen for Case study assignment 1 and answer the following questions.
Question 1 How could this organization can manage its back office (i.e., repair operations) like a factory? [350 marks] [word limit is 300]
Question 2) How can your organization differentiate itself from Competitors? [25 marks] [350 words].