Team Case Study and Presentation
Guidelines:
Contact a local service organization to conduct an in-person survey. The survey should
be based on a questionnaire developed by the team prior to the in-person survey. Below
are the chapters with the general question your team should consider. Your questionnaire
should consider detailed questions from these chapters that are appropriate for the type of
service organization being surveyed.
 What is the nature of the service? Chap 2
 What is the strategy of the service organization? Chap 3
 How is the service system designed? Chap 4
 What is the role of technology in the service organization? Chap 5
 How does the service assure quality? Chap 6
 How does the service address the service encounter triad? Chap 7
Be professional -- you are representing the University of Colorado as well as yourself.
Dress professionally, be on time, be prepared so you aren’t wasting anyone’s time, and
thank people for their time. I would recommend you follow up with a written thank you
and a report of your findings.
Team Presentation: (maximum of 15 minutes)
I. Describe the service organization
II. What are the service organization’s strengths?
III. What are the areas that need improvement?
A one-page summary of your presentation is required.