develop a 3000-word written report analysing a service organisation in relation to critical incidents/service failure.

Feb 15, 2024

develop a 3000-word written report analysing a service organisation in relation to critical incidents/service failure.

Coursework Brief
This coursework involves developing a 3000-word written report analysing a service
organisation in relation to critical incidents/service failure.
Task Brief

  1. Please select a service company operating in one of the following industries:
  • Fast food company
  • Transportation
  • Personal grooming
  • Education
  • Financial services
  • Telecommunications
  1. You have been employed as a consultant for your chosen organisation with the
    following deliverables:
    i. Conduct market research to identify a critical incident where a customer is
    extremely dissatisfied with the service firm, its staff, or the service provided.

The market research can employ qualitative methods (e.g., interviews, focus
groups), quantitative methods (e.g., survey), or a mixed methods approach
(i.e., interviews and surveys).
ii. Provide an in-depth analysis of the critical incident/service failure including but
not limited to what went wrong, what actions were taken by the customer
after the critical incident/service failure, and what actions were taken by the
firm after the critical incident/service failure.
iii. Provide a visual illustration of the service blueprint for the service firm.
iv. Provide recommendations on appropriate service recovery techniques and
how customer satisfaction can be improved upon based on the findings of the
research.
How marks are awarded:
The report should have all the main sections of a business report, which should include:

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  1. An executive summary of the selected organisation including but not limited to
    information about the service provided, industry of operation, number of employees,
    major competitors, market share, and target customers (10%)
  2. Research goals, aims, and objectives highlighting the purpose of the report (5%)
  3. Methodology that provides information on the following:
    i. Methods used in conducting the research (i.e., qualitative, quantitative, or
    mixed methods) (5%)
    ii. Survey/interview protocol used (5%)
    iii. Sample used for the data collection and their demographics (5%)
    iv. Data collection process (5%)
  4. In-depth analysis of the critical incident explaining the following:
    i. The circumstances surrounding the critical incident/service failure (10%)
    ii. Organisational/employee response to the critical incident/service failure (10%)
    iii. Consumer response to the critical incident/service failure (10%)
    iv. Visual illustration of the service blueprint for the service firm (10%)
  5. Recommendations
    i. Recommendations on appropriate service recovery techniques (5%)
    3 of 6
    ii. Recommendations on how customer satisfaction can be improved upon (5%)
  6. Academic writing, structure, and references (10%)
    This includes: use of academic literature, good academic writing, correct referencing intext throughout the essay, good structure, and appropriate reference list.
  7. Appendix (5%)
    This should include transcripts of the interview(s) conducted and/or the responses to the
    survey. It should also include the signed off ethical approval form.

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