A note from the professor:- Need to apply theories from the textbook. otherwise will fail Textbook Link: https://drive.google.com/file/d/1K8pEq2K_xdwn2FJDICtjOQEgsIOQ8zAN/view?usp=sharing a few more hints and tips from the professor 27780722_1WhatsApp Image 201-603-108 at 231219.jpeg 27780719_2WhatsApp Image 201-803-108 at 231218.jpeg what is the company Insta shopping Ltd? May I have its website? professor not yet comment on the company. but have following comment: 1. please follow the flow and structure in the jpeg file(i have sent before) 2. must include hygiene and enhance factors, and gap analysis 3. all 18 points need to be discussed and focuses on some of them afterward 4. Part 4a need to write all of the 18 points, while part B focus on main points. 5. for part B, if eg,asthetic is neutral factor, no need to talk in analysis 27780755_1WhatsApp Image 2018-03-13 at 200641.jpeg Please revise and send back in 6 hours.

Assessment Criteria Percentage Module assignment 50% Two-hour examination 50% ___________ 100% ========= In order to obtain an overall ‘Pass’ in this module, students should achieve an average mark of 40%. There are no threshold marks on this module. Failed students will be reassessed in the failed components only. In the case of the assignment this means submitting another individual assignment. If the exam is failed then the student has to resit another exam paper.

Number of words: not more than 2,000 (excluding diagrams and appendices). Good reports demonstrate the following features: a. they deal with operations management topics which are covered in the programme and which are relevant to the situation under discussion b. they provide a thought-out analysis of the operation c. they show evidence of personal features such as wider reading, research, original thinking and an organised approach.

ASSIGNMENT ASSESSMENT CRITERIA Presentation (written presentation only) 10% Description of the service concept 15% Explanation of the role of operations 25% Assessment of the implementation of the service concept 20% Suggested improvements or the case for no-change 20% Referencing 10%

A total of 6 tutorial sessions with 1.5 hours each will be arranged to develop the students’ thinking and skills in relation to operational situations in the service sector. Topics covered will be as follows: Tutorial Topic 1 Workshop 1 on the Module Assignment - Introduction 2 Case Study: Sky Airways (Text p.41) 3 Service Quality Factor Analysis (Supplementary information) 4 Workshop 2 on the Module Assignment – progress review 5 Case Study: The Squire Hotel Group (Text p. 245) 6 Case Study: Superstore PLC (Text p. 451)

Work submitted prior to the deadlines will be accepted and marked as normal. Policy for the unauthorised late submission of work: Late Submission up to 7 actual days after the submission date 7 or more actual days after the submission date The work will receive a mark of up to a maximum of 40% The work will receive a mark of 0% 4. Course Requirement Assessment Criteria Percentage Module assignment 50% Two-hour examination 50% ___________ 100% ========= In order to obtain an overall ‘Pass’ in this module, students should achieve an average mark of 40%. There are no threshold marks on this module. Failed students will be reassessed in the failed components only. In the case of the assignment this means submitting another individual assignment. If the exam is failed then the student has to resit another exam paper.

Number of words: not more than 2,000 (excluding diagrams and appendices). Good reports demonstrate the following features: a. they deal with operations management topics which are covered in the programme and which are relevant to the situation under discussion b. they provide a thought-out analysis of the operation c. they show evidence of personal features such as wider reading, research, original thinking and an organised approach.

ASSIGNMENT ASSESSMENT CRITERIA Presentation (written presentation only) 10% Description of the service concept 15% Explanation of the role of operations 25% Assessment of the implementation of the service concept 20% Suggested improvements or the case for no-change 20% Referencing 10%

• analyze existing and proposed service operations for efficiency and effectiveness • evaluate the theoretical underpinning of service operations management • develop a critical understanding of the practical application of approaches to service operations management. 2. Lecture Programme The lecture sessions introduce the knowledge components of the module. There are twenty-four lecture hours allocated to weekly sessions and the outline is as below:

Welcome to this module on service operations management. The module studies the management of those processes that deliver service in all of its aspects – service outcomes, service experiences and in the case of public sector organizations, public value. The key focus of the module is on the operations decisions that managers face in marshalling their resources to deliver and improve service in this wide meaning. On completion of this module students should be able to: • appraise the problems and opportunities faced by service operations managers as they manage for both conformance and improvement