Part 2: Individual report – 15 marks (2000 words)
Choose a real-life service organisation that you are familiar with.
Prepare a flowchart of the back-stage as well as the front-stage operations of this business.
Using this flowchart, explain the significance of the service encounter, and its managerial implications.
The written component of the essay should not exceed 2000 words (12 fonts, Arial or Times New Roman single spaced)
1.Flowchart
Backstage
Front stage
- Explanation of significance of the service encounter
- Analysis of managerial implications
- Essay format & presentation
| Rubric for Part 2 Individual Report | |||
| STANDARDS | EXEMPLARY | SATISFACTORY | UNACCEPTABLE |
| Executive Summary 2 marks | 1.5 to 2 marks | 1 mark | 0-0.5 marks |
| Logical Sequence: Clearly states concepts, issues and question to be resolved; clearly summarises concepts, findings, and conclusions. | Summarises concepts, issues and question to be resolved; clearly summarises concepts, findings, and conclusions, but lacks some details | Is vague about concepts, issues and question to be resolved; clearly summarises concepts, findings, and conclusions does not provide a summary of the whole project | |
| Introduction and Report Contents 2 marks | 1.5 to 2 marks | 1 mark | 0-0.5 marks |
| Provides background into the Service organisation and topics and summarises important findings, describes concepts and relevant findings, illustrates problem to be solved; explains the significance of the elements, concepts, issues and problem to an audience of non-specialists | Provides background into the Service organisation and topics and describes concepts and relevant findings, problem to be solved; | Provides background into the Service organisation and topics, but does not describes concepts and relevant findings, problem to be solved, and does not explains the significance of the elements, | |
| concepts, issues and problem to an audience of no specialists | |||
| Discussion of the topic concepts and elements. 8 marks | 7-8 marks | 4-6 marks | 0-3 marks |
| Addresses the topic with clarity; organises and synthesises information; provides examples, and draws conclusions | Addresses the topic; lacks substantive conclusions; sometimes digresses from topic of focus | Presents little to no clarity in formulating conclusions and/or organisation of information | |
| Summary 2 marks | 1.5 to 2 marks | 1 mark | 0-0.5 marks |
| Presents a logical explanation for findings; presents clear recommendations and/or implications for future resolutions | Presents a logical explanation for findings | Does not adequately explain findings | |
| Mechanics, documentation and Harvard referencing 1 marks | 1 mark | 0.5 marks | 0-0.25 marks |
| Is free or almost free of errors of grammar, spelling, and writing mechanics; appropriately documents sources. Correct Harvard format | Has errors but they don’t represent a major distraction; documents sources. | Has errors that obscure meaning of content or add confusion; neglects important sources or documents few to no resources |
