Engt5265 Systems Operations Management Assessment Answer

Question:

According to the learning outcomes for this module, this assignment will demonstrate that students can:

1. Provide students with both a solid theoretical background on Operations Management, its main principles, as well as a very practical view of problems and challenges that companies are facing nowadays

2. Provide students both high level framework and a “language” to understand, apply and critically appraise techniques and tools to analyse, diagnose and then to improve processes

3. Provide students with the opportunity to improve their analytical and problemsolving skills

SERVQUAL is founded on the view that the customer's assessment of SQ is paramount. This assessment is conceptualized as a gap between what the customer expects by way of SQ from a class of service providers, and their evaluations of the performance of a particular service provider. SQ is presented as a multidimensional construct. In their original formulation Parasuraman et al. (1985) identified ten components of SQ:

1 reliability;

2 responsiveness;

3 competence;

4 access;

5 courtesy;

6 communication;

7 credibility;

8 security;

9 understanding/knowing the customer;

10 tangibles.

Tasks to be undertaken:

1. Develop an understanding of the concept of quality in service sector.

2. Analyse the important factors that play key role in achieving customer satisfaction with the services received from a provider.

3. Simulate a service system to improve performance and build competitive advantages that are sustainable.

4. Identify and evaluate systems weaknesses and potentials for future improvement.

5. Develop a brief report with the specific requirements as explained above.

This assignment will be assessed based on the extent to which the learning outcomes have been met, and the extent to which the above instructions, notes and guidance are complied with (for example regarding word limit, style, structure and citation). The criteria below relate to the current pass mark of 50%.

• Introduction to the report

The introduction is one of the most important parts of your essay and should be written carefully. Use this opportunity at the beginning of your essay to address the question. This is the place where you can set out what you are going to look at in the essay, you can identify and define any terms and significant issues, and say how you propose to examine them. This has two effects: it compels you to disciple yourself and address the question in a relevant fashion; it also shows the reader that you are in control of the subject, and that your essay is not just going to meander aimlessly until it has filled a respectable number of pages. The essay should not be a magical mystery tour.

• Application of all the tasked project management techniques

In the main body of the essay, you should unfold the main arguments in a coherent sequence, bringing relevant evidence to bear on the points you are making. You should also consider what you might be able to add to the set of issues under discussion. Often this is not essay but it may be possible to point to problems in the theory, the discussion or debate, for  example, ambiguity in the use of tools and models or the limitations of the existing evidence.

• Presentation of results and analysis

Finally, there is the conclusion. Here you draw together the main elements of the essay in a summary fashion, starting the conclusion (if any) you have reached. These points may help:

• Do not include any new information or ideas at this stage

• Summarise briefly the main content of the essay

• Give your own opinion.

• Clarity of writing style, referencing and structure of report – 10 marks While there is no single blueprint for the ideal essay, the following guidelines should be helpful.

• The essay should answer the question set, in your own words (that is, without plagiarising anybody else), and employ accurate grammar. Spelling and syntax.

• The answer should be well structured, informed and reveal a clear understanding of the topic.

• The literature on which the essay is based should be acknowledged, references cited, and a bibliography provided which is adequate in range and accurate in detail. A bibliography is not required in the exam.

• The essay should make good use of a range of issues covered in the module and apply them broadly in a logical and balanced manner.

• Do not make-unsubstantiated statements; back them up with theoretical or practical evidence.

• Credit will be given for answers which adopt a critical or original approach to the questions and which are written with clarity and fluency.

Work that is deficient in most of the respects outlined above, showing no evidence of critical analysis will be awarded an outright fail of 44% or less. A marginal fail of may be awarded to work that demonstrates some understanding of the problem but where the understanding, accuracy, organisation and critical analysis fail to justify a marginal pass.