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Faculty of Business and Law

Assignment Brief

CORP 3171

Service Operations Management

Assessment Information – What you need to do

This assignment is an individual assignment.

This assignment will take the form of a report detailing the main areas of investigation. Select a service organisation of your own choice, or a part of such an organisation (e.g. A supermarket; A fast‐food outlet; An educational service; A tourist attraction; A bank or building society; A gym; etc.). For your chosen organisation produce a report, which should address the following tasks:

1. Describe the service concept of the organisation (use the service concept worksheet).

2. Explain how the operations ofthe organisation contribute to the functioning ofthe service concept. Explain the processes, layout, environment,supply chain, etc. of the organization. It is recommended to use some tools such as layout design, process chart,flowprocess chart(FPC), etc.

3. Assess how well the operationsimplement the service concept. Find the main problems and challenges ofthe studiedorganisation and presenttheirmain causes. Itis recommendedtouse afishbonechart(FBC),treediagram, Paretoanalysis, etc.

4. Suggest how both the concept, operation, processes, layout, the delivery system, etc.mightbeimproved.Ifyoudonotseeanyareasforimprovementintheseareas, argue a convincing case from an operations management point of view for maintaining the statusquo.

Apply the concepts, theories, methods, tools and diagrams covered in the module. Incorporate the topicsin operations management that are relevant to the situation under discussion.Demonstrateoriginality,novelty,criticalthinkinganddepthofanalysis.Provide at leasttenacademicreferencesandusethecorrectreferencingformat.Moreguidance and supportfor assignment 1aregivenduring thetutorials(weeks 8and15).

Assessment Details

Thewordcountis1500(±10%). Therewillbeapenaltyofadeductionof10%ofthemark for work out ofthisscope (1350‐1650words).

There will be a penalty of a deduction of 10% of the mark for work exceeding the word limit by 10% or more.

The word limit excludes tables, figures, references list, abstract (executive summary), table of content, and appendices. Unless you have been given specific instructions, it’s a good idea to follow the generally accepted standard structure. The standard structure has the following order:

• Title page

• Executive Summary/abstract

• Table of Contents

How to Submit your Assessment

The assessment must be submitted by 12:00 noon (GMT/BST) on 19th January 2024. No paper copies are required. You can access the submission link through the module web.

• Your coursework will be given a zero mark if you do not submit a copy through Turnitin. Please take care to ensure that you have fully submitted your work.

• Please ensure that you have submitted your work using the correct file format, unreadable files will receive a mark of zero. The Faculty accepts Microsoft Office and PDF documents, unless otherwise advised by the module leader.

• All work submitted after the submission deadline without a valid and approved reason will be subject to the University regulations on late submissions.

o If an assessment is submitted up to 24 hours late the mark for the work will be capped at the pass mark of 40 per cent for undergraduate modules or 50 per cent for postgraduate modules

o If an assessment is submitted beyond 24 hours late the work will receive a mark of zero per cent

o The above applies to a student’s first attempt at the assessment. If work submitted as a reassessment of a previously failed assessment task is submitted later than the deadline the work will immediately be given a mark of zero per cent

o If an assessment which is marked as pass/fail rather than given a percentage mark is submitted later than the deadline, the work will immediately be marked as a fail

• The University wants you to do your best. However, we know that sometimes events happen which mean that you can’t submit your coursework by the deadline – these events should be beyond your control and not easy to predict. If this happens, you can apply for an extension to your deadline for up to five working days, or if you need longer, you can apply for a deferral, which takes you to the next assessment period (for example, to the re-sit period following the main Assessment Boards). You must apply before the deadline for your assessment. You will find information about applying for extensions and deferrals here.

• Students MUST keep a copy and/or an electronic file of their assignment.

• Checks will be made on your work using anti-plagiarism software and approved plagiarism checking websites.