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ISCOM 386 Week 1 Service Operations Management Overview

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Description ISCOM 386 Week 1 Service Operations Management Overview Write a 700- to 1050-word paper using information from the service company you work for, or a service company with which you are familiar. Answer the following questions:   

What is your perception of the service the operation provides? Discuss the service the operation provides to their customers How do the mission, strategies, goals, and tactics of a company determine the management of the organization’s service expectations? Explain. Define three types of service operations. Compare and contrast them.

Provide 3 to 5 examples of how service expectations are established within your organization. Format your paper consistent with APA guidelines. Use at least 2 academic references. Click the Assignment Files tab to submit your assignment. --------------------------------------------------------


ISCOM 386 Week 2 Service Strategy Exercise

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ISCOM 386 Week 2 Service Strategy Exercise Complete the Service Strategy Exercise Worksheet. Use at least 2 academic references. Click on the Assignment Files tab to submit the assignment. 1. Identify an organization where service is lacking, or that has experienced a recent decline in service. (For example, you went out to dinner and had poor service at the restaurant, or you spent time flying and experienced poor customer service on your trip) Name Organization

of Service Issue

2. Research the mission statement of the company and write it below. Answer each of the following sections in 250- to 350- words. 3. Define one current service that you can enhance or is not meeting your company’s desired objectives based on the goals outlined in the mission statement. How is the company not meeting the


service expectations of the customer? (For example: courteous, satisfaction guaranteed, the customer is always right, etc) 4. Develop an optimum service process flow for the company. What needs to change from the current status in order to make the process better for the customer? (for example: A long drive through line results in a server outside taking orders to expedite the process) 5. Explain how the service strategy that you developed earlier will be measured in order to determine whether it is successful or not. Evaluate items such as complaints/recognitions, loyalty factor, and social media reviews. --------------------------------------------------------

ISCOM 386 Week 3 Service Factor Improvement

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ISCOM 386 Week 3 Service Factor Improvement Your team has been hired as consultants to advise the owner of XYZ Hotel. Your primary objective is to address current areas of opportunity in the service that exist within the company. You have determined that the first area that needs improvement is the arrival process for the guests. Develop a 10- to 15-slide MicrosoftÂŽ PowerPointÂŽ presentation to give to the owner of the hotel regarding how you will improve the arrival


process. You must include a script in the notes section of the slide that gives an exact script of what will be said for each slide during the presentation. Address the following: 

 

Streamline the check-in process to make it more effective. This may include reducing the average check-in time at the front desk, meeting individual needs of each guest, or providing transportation to and from the airport. The slow new employee orientation process and the non-existent re-training process for current employees. How can better training help improve the arrival process for guests? What approach to training will you take in order to provide the service while keeping costs low? What other methods will you use to control costs throughout the hotel? How will improving the arrival process for guests reduce costs? How will efforts to reduce customer complaints help to reduce costs?

Use at least 2 academic references. Click on the Assignment Files tab to submit your assignment. --------------------------------------------------------

ISCOM 386 Week 4 Performance Improvement Plan

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ISCOM 386 Week 4 Performance Improvement Plan Evaluate the three examples of guest feedback in the Performance Improvement Plan Guest Reviews document. Identify 3 to 5 common trends from the region (positive or negative) Select one area of opportunity and develop a 700- to 1050-word performance improvement plan to address the issue. 

Use the “who, what, when, where, why, and how” approach to develop your plan. Use process improvement techniques that are relevant to the industry of concern and the item you are trying to enhance. Respond to one of the comments as if you are a manager at the hotel, addressing the concerns or positive feedback.

Format your paper according to APA guidelines. Use at least 2 academic references. Click on the Assignment Files tab to submit your assignment. --------------------------------------------------------

ISCOM 386 Week 5 Application Marketing Campaign

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ISCOM 386 Week 5 Application Marketing Campaign Imagine that you are the marketing team for a new mobile application that will capture instant feedback from the guests at your service establishment. Create a campaign (for example: flier, webpage, pamphlet) that will discuss why an establishment will want to utilize your application. Be sure to discuss the following:   

How will you communicate your app to potential customers? How will you market your app to potential customers? Why should the service establishment utilize your app to help address their technological needs? How will you, the marketing team, be able to process and interpret the data that you gather from customers and provide it to the service establishment?

Use at least 2 academic references that guided you in this creation. References can be handed in separately from the campaign and need not be included in the brochure, webpage etc. *Please note: the rubric refers to ‘the paper’, this should be replaced with ‘the marketing piece’. Click on the Assignment Files tab to submit your assignment. --------------------------------------------------------

ISCOM 386 Week 5 Social Media Feedback Activity

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ISCOM 386 Week 5 Social Media Feedback Activity Complete the Social Media Feedback Activity Worksheet. Click the Assignment Files tab to submit your assignment. Complete each section below. Be sure to cite your sources when necessary (including all uses of the textbook). 1. Establishment Feedback Research a review-based social media site such as TripAdvisor®, Yelp®, UrbanSpoon®, Bookings.com®, Hotels.com®, or something similar. Pick a local service establishment and review the feedback. Provide a 3 to 5 sentence summary below. 2. Service Improvement

Identify 3 to 5 major areas of improvement. Discuss in 3 to 5 sentences per topic how you would use the feedback from social media to improve service within the establishment. Area of Social Media Feedback Suggestion/s to Improve Se Improvement --------------------------------------------------------

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ISCOM 386 Start With a Dream/newtonhelp.com  

For more course tutorials visit www.newtonhelp.com Description ISCOM 386 Week 1 Service Operations Management Overview Write a 700- to 1...

ISCOM 386 Start With a Dream/newtonhelp.com  

For more course tutorials visit www.newtonhelp.com Description ISCOM 386 Week 1 Service Operations Management Overview Write a 700- to 1...

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