Reference no: EM132574781

TLH339 Service Quality - University of Sunderland

Learning Outcome 1. A critical understanding of the main theories and principles surrounding the management of service quality

Learning Outcome 2. A critical understanding of the range and importance of tools used for assessing service quality

Learning Outcome 3. The ability to critically appraise the management of service quality for a given service organization

Learning Outcome 4. The ability to critically evaluate a range of theories and sources associated with service quality

Assessment 1: Project Report

You have been appointed as quality management consultant by a service organization to improve their current service delivery. Your task is to write a report to the Management of the hotel and it should include the following:

1. A critical evaluation of the main theories and principles of managing service quality. Justify the importance of measuring service quality.

2. A critical appraisal of the management of service quality for the given service organisation in the case study, establishing the impact of its current service delivery practices on the motivation and engagement of staff.

3. Produce a Customer Feedback System (CFS) framework that the organisation can utilise to monitor and continually improve service quality.

Make a reasoned argument in an academically well written report that leads the reader through argument and debate to a clear conclusion. The argument will therefore embrace the service concept whilst identifying a range of theoretical quality models.

The word limit is 4,500 words.

CASE STUDY: The Park Avenue

Attachment:- Service Quality.rar