Assignment Sheet
Assignment Name:
Group Project
Due Date:
Dec 7 & 14
Learning Outcomes
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Explain the major components of a customer service environment
Evaluate the effects of the external environment and internal culture on customer services
Identify the nature of customer-to-employee interactions in service settings and evaluate the
skills and competencies required of service employees
Identify the required elements for managing customer relationships and building loyalty by
addressing customer expectations, service quality and customer satisfaction
Devise a strategy to position and segment a service organization relative to competitors using
techniques to differentiate the service offering
Compare between marketing of services and marketing goods and their facilitating services.
Design appropriate service delivery systems and calculate service costs
Instructions
You will form a group of 6 students then choose an organization (manufacturing, government, notfor-profit, and retail, service…) to study their customer service practices. This should be done
through observation of their practices.
The report will include:
1.
Evaluate the organization’s current customer service practice(s) using the 7 steps of the
Problem-Solving Process
2.
Develop a detailed Problem Solving Strategy of the service identifying a Diagramming
method
3.
Incorporation of the different technologies the organization is using and their social media
methods
4.
Conclusions and Recommendations using key course concepts
Develop a report based on the following:
Required format for report:
1. Executive Summary
2. Organization and Service Overview
3. Problem-Solving Process (7 steps) of one situation
4. Problem-Solving Strategy (Include 1 Diagramming method)
5. How Technology and Social Media is Incorporated
6. Conclusions & Recommendations
7. Bibliography
Present findings to class Presentation Schedule
Week 13 groups 1,2,3,4 & 5
Week 14 groups 6,7,8,9 & 10
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Each member of the team should present a portion of the report to the class.
The presentation will take 15 minutes and there will be 5 minutes for questions
from the class
Graphs and visual aids must be used
A copy of the PowerPoint must be uploaded to BB before marks will be released
All class members will submit an evaluation of the presentations given the week they are not
presenting. This evaluation will be worth 3 marks. All students are expected to stay for all
presentations regardless of the order of presentation.
Tips
Look at small businesses as well as large ones. It may be easier to observe a full range of services in
a small business.
Be discreet – no photos taken in the store or office; no contact with staff. This is strictly research
based on observation of how a consumer would see the business.
You may have to visit the business on several occasions to get a feel for the process and the
issues…rotate your members so that everyone gets to observe and experience.
Resources
Check the company’s website for any information on policies and addresses. Make sure you research
any current information on the company from news sources.
Evaluation
This assignment will be marked out of 20% according to the following guideline:
Report 10%
Presentation 7%
Evaluation 3%
Course: MKTG2000
Student Name:
Assignment: Written Report
Total:
out of
10
Level 0: Not Submitted/Omitted
Level 3: Satisfactory
Level 1: Unacceptable
Level 4: Meets expected level, work is very good
Level 2: Below Average
Level 5: Exceeds expected level, excellent
Report
Executive summary
5
4
3
2
1
0
0.5
0.4
0.4
0.3
0.2
0
1.5
1.3
1.1
0.9
0.6
0
1.5
1.3
1.1
0.9
0.6
0
1.5
1.3
1.1
0.9
0.6
0
1
0.9
0.8
0.6
0.4
0
2
1.7
1.5
1.2
0.9
0
1
1
0.9
0.9
0.8
0.8
0.6
0.6
0.4
0.4
0
0
Format and information provided clear, complete and concise
Organization and Sevice Overview
all components included; clear description of the Business and its current service
plan.
Service Blueprint
Clear, easy to follow, failpoints clearly identified, Scripts provided
Issues
Clearly stated and relevant to service outcomes
Target Customer defined
Detail sufficient to segment the customer
Conclusions and Recommendations
Clearly related to issues; executable and actionable
Thoughtful, insightful comments
Bibliography
grammar & spelling
This assignment will count 20% of your final grade.
Please allow one week after due date for this assignment to be marked and returned to you, and/or
your grade to be posted in the My Grades section.
Submission Requirements
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Confirmation of company week 6
PowerPoint presentation handout submitted on bb ultra, day of presentation
Report submitted through Blackboard.
Typed, minimum 10 pages, 1.5 spacing, Times new Roman, 12pt font.