This is a paper that focuses on writing a report to the Chapter at Exeter Cathedral on service delivery. The paper also includes the guidelines to write this assignment.
A report to the Chapter at Exeter Cathedral on service delivery
Write this report as if you are a consultant tasked with providing a report to the Chapter at Exeter Cathedral (the Board of Directors), the report should evaluate the service delivered to visitors and make recommendations for improvement. It should include:
1.Firstly, an introduction, stating the purpose, scope and structure of the assignment.
2.Secondly, a brief overview of the context of the organization providing the service; this might include basic market and company data (e.g. size, sector, products, mission statement, customer segments and propositions, service guarantees etc.) and any customer or operational performance data (e.g. awards, customer satisfaction data). You can obtain this data from through secondary sources (e.g. internet searches, promotional literature).
3.Thirdly, a critical review of relevant theories, models and tools that underpin your evaluation of the service. The review should address both the wider issues within service management, including the emergence of the service economy and the nature of service excellence, as well as providing a rationale and details of specific tools used in your empirical analysis. To support this review, you should look to extend basic course material through wider reading.
4. Fourthly, empirical data to evaluate the selected service delivery process. You should use two service evaluation techniques, these should include one digital and one traditional technique from the course.
5.Analysis and critical evaluation of the empirical data. This should be objective and rigorous. Evaluation should seek to provide original insights and opportunities for improvement.
6.Conclusions and recommendations. Ground your recommendations in the analysis and evaluation of your data.
7.Appendices. Where necessary supporting data and analysis can be in appendices.
Notes on presentation:
1.The 3,000-word limit does not include tables, figures and diagrams, bibliography of references or appendices but does include in-text citations.
2.Use APA referencing style. A ‘Guide to Citing, Referencing and Avoiding Plagiarism’ is included on the module’s ELE page
3.You are to include tables and diagrams in your report, as long as they add to your discussion.
HOW WILL I CARRY OUT THE DATA COLLECTION?
As part of the delivery of this module, you will be given access to Exeter Cathedral to collect your empirical data in week 9. This access will include entry to the Cathedral to experience the service delivered as a tourist and the opportunity to collect data from fellow students on the module who have also visited the cathedral.
mark scheme for Masters Programmes (NQF level 7), also available on the module’s ELE page.
WHAT DOES AN EXCELLENT ASSIGNMENT LOOK LIKE?
On the assessment section of the module’s ELE page, you can view a number of example reports awarded 70% or higher in this assignment. Although these examples do not evaluate the service delivery at Exeter Cathedral specifically, they are subject to the same requirements and marking criteria, they will give you a good idea of what an excellent report for this assignment looks like.