Service Business Report
A service case on an existing service organization should be presented with a focus on the topics in the textbook Service Management 9th edition by Bordoloi, Fitzsimmons and Fitzsimmons. You have to start the case with a description of the service organization you selected, benefits to the customers and value-added services. Describe the organization’s service package and service operations strategy (service winners, qualifiers and losers). Then, you should analyze some of the problem areas in the service organization associated with at least two service operations decisions discussed in the course. These decisions may include: service process development and improvement; service facility location; supporting facility (service layout); managing waiting lines; and managing capacity and demand (service scheduling). Using quantitative and qualitative methods discussed in the course, present the solutions (for the discussed problems) that would improve service operations in the organization.
A service company for the project may be selected from one of the following service industries: banking, insurance and financial services, distribution, entertainment, hospitality and tourism, health care, professional services, retailing and wholesaling, sports and fitness, transportation, telecommunications, or a service division of a manufacturing company.
The final report should have the following structure and format:
Title page
Summary — a brief description of the case and your results (up to 1 page).
Introduction– a description of the company/situation and main issue(s) that you will analyze in the case.
Main chapter with detail description of the case problem(s), collection of data, their quantitative and qualitative analysis, operations method(s) used to solve the problem(s), and received results.
Conclusion — final recommendations, remarks, statements.
Bibliography (an alphabetical list of references you cited in the report).
Appendices(supporting materials, if applied) .
The final report should have the following format: MS Word file, at least 15 pages long without appendices, double space, font is 12 Times New Roman, and page margins is 1″ for all sides.
