Explain how the operations of the organisation contribute to the functioning of the service concept. Explain the processes, layout, environment, supply chain, etc. of the organization
Assessment Information What you need to do
This assignment will take the form of a report detailing the main areas of investigation. Select a
service organisation of your own choice, or a part of such an organisation (e.g. A supermarket; A
fast?food outlet; An educational service; A tourist attraction; A bank or building society; A Gym;
etc.). For your chosen organisation produce a report, which should address the following tasks:
1. Describe the service concept of the organisation (use the service concept worksheet).
2. Explain how the operations of the organisation contribute to the functioning of the service
concept. Explain the processes, layout, environment, supply chain, etc. of the organization.
It is recommended to use some tools such as layout design, process chart, flow process
chart (FPC), etc.
3. Assess how well the operations implement the service concept. Find the main problems
and challenges of the studied organisation and present their main causes. It is
recommended to use a fishbone chart (FBC), tree diagram, Pareto analysis, etc.
4. Suggest how both the concept, operation, processes, layout, the delivery system, etc. might
be improved. If you do not see any areas for improvement in these areas, argue a
convincing case from an operations management point of view for maintaining the status
quo.
Apply the concepts, theories, methods, tools and diagrams covered in the module. Incorporate the
topics in operations management that are relevant to the situation under discussion. Demonstrate
originality, novelty, critical thinking and depth of analysis. Provide at least ten academic references
and use the correct referencing format. More guidance and support for assignment 1 are given
during the tutorials (weeks 8 and 15).
Criteria for Assessment ? How you will be marked
The general marking criteria for this assignment are as follow.
Report format, word count, presentation of the report 10%
Description of the service concept 15%
Explanation of the role of operations 25%
Assessment of the implementation of the service concept 30%
Suggested improvements or the case for no?change 10%
Referencing 10%
This document is for De Montfort University use and should not be passed to third parties or posted on any website.
Assignment Brief Template
Page 2 of 4
Further information on University mark descriptors can be found here.
This assignment is designed to assess the following learning outcomes:
(LO1) Analyse existing and proposed service operations for efficiency and effectiveness
(LO2) Demonstrate the main issues in practical service operations
(LO4) Appraise the problems and opportunities faced by service operations managers as they
manage for both conformance and improvement
Assessment Details
The word count is 1500 (±10%). There will be a penalty of a deduction of 10% of the mark for work
out of this scope (1350?1650 words).
The word limit excludes tables, figures, references list, abstract (executive summary), table of
content, and appendices. Unless you have been given specific instructions, its a good idea to follow
the generally accepted standard structure. The standard structure has the following order:
? Title page
? Executive Summary/abstract
? Table of Contents
? Introduction (250?300 words)
? The main body (1000?1100 words)
? Conclusion and Recommendations (250?300 words)
? Bibliography and references
? Appendix / Appendices
Title page. Show report title, authors name, date, the person/organisation for whom
the report has been written. If the title is not set, create one which is brief,
straightforward and factual.
Executive Summary. Put the summary at the beginning of the report, to be easily
accessible. Ensure that it makes sense on its own, and gives a brief but accurate account
of what the report contains (max 100 words).
Introduction. Keep it as brief as possible including the following items:
? The importance and significance of the report
? Aims and objectives of the report
? Methods used in the investigation
? Necessary background information
? Definitions of any abbreviations used throughout the report.
Main body. Investigation or research, and its findings. Organise your material logically
into sections, sub?dividing as necessary. Including the following items as mentioned
previously.
1. Describe the service concept of the organisation (use the service concept
worksheet).
2. Explain how the operations of the organisation contribute to the functioning of
the service concept. Explain the processes, layout, environment, supply chain,
etc. of the organization. It is recommended to use some tools such as layout
design, process chart, flow process chart (FPC), etc.
This document is for De Montfort University use and should not be passed to third parties or posted on any website.
Assignment Brief Template
Page 3 of 4
3. Assess how well the operations implement the service concept. Find the main
problems and challenges of the studied organisation and present their main
causes. It is recommended to use a fishbone chart (FBC), tree diagram, Pareto
analysis, etc.
Conclusion and recommendations. Suggest how both the concept, operation,
processes, layout, the delivery system, etc. might be improved. If you do not see any
areas for improvement in these areas, argue a convincing case from an operations
management point of view for maintaining the status quo.
Bibliography and references. The faculty standard form of citation isthe Harvard system
and you should use this.
Appendices. Include any documents or information which add to the readers
understanding of the report. They should be given numbers and titles and listed in the
contents. Refer to them in the appropriate places in the report.
