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.

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 
STANDARDSEXEMPLARY  SATISFACTORY  UNACCEPTABLE  
Executive Summary    2 marks  1.5 to 2 marks1 mark0-0.5 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 detailsIs 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 marks1 mark0-0.5 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-specialistsProvides 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 marks7-8 marks4-6 marks0-3 marks
Addresses the topic with clarity; organises and synthesises information; provides examples, and draws conclusionsAddresses the topic; lacks substantive conclusions; sometimes digresses from topic of focusPresents little to no clarity in formulating conclusions and/or organisation of information
Summary   2 marks  1.5 to 2 marks1 mark0-0.5 marks
Presents a logical explanation for findings; presents clear recommendations and/or implications for future resolutionsPresents a logical explanation for findingsDoes not adequately explain findings
Mechanics, documentation and Harvard referencing   1 marks1 mark0.5 marks0-0.25 marks
Is free or almost free of errors of grammar, spelling, and writing mechanics; appropriately documents sources. Correct Harvard formatHas 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
Uncategorized
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