BMNG 311 MANAGEMENT OF SERVICE ORGANIZATIONS- GROUP PROJECT
OBJECTIVES
This project intends to help students become familiar with the application of service principles learned in the course to specific organizational situations by analyzing a project/ service firm’s operations in the UAE, in terms of service production, completion and distribution. Students will also gain practical knowledge of service issues facing real organizations and the various service tools, practices, and policies used by these organizations. By working in groups the project will also give students and an opportunity to develop their teamwork skills which are indispensable in today’s business environment.
Students will form small groups (3-5 participants). The task of each team is to produce a group paper on one of the topic options described below.
Each group will select one company and implement one of the Management of Service Operations topic on this company as per the below requirements:
1. Each group will choose a service company and conduct a review of their service package.
2. The group will consider their selected company example as a service factory and define the relevant and measurable inputs and outputs of the company which can be analyzed through Data Envelopment Analysis. The example is available for DEA analysis on page: 50, 51and 203, 204. Please note no calculation is necessary only relevant and measurable inputs and outputs are required.
3. The group will select a topic which are suggested at the end and conduct a review of this topic on the selected company/ organization regarding their experiences in this area. The selected company may have a service problem. Student will analyze/research the problem and suggest possible solutions.
4. The report will be prepared according to the Project Structure indicated below.
Group Responsibilities
Each group member is expected to fully participate in the project work in order to ensure completing the project successfully and to provide a fair and equitable grade distribution to each team member. Each team is expected to allocate assignments and manage their work on their own. However, I will be available for consultation to help the group solve any persisting difficulties.
• Each team is expected to submit a detailed outline (proposal) of the project on week 8 of the course- before May 10, 2012 as soft copy on the MOODLE. The project proposal should list the group members; the project selected and the organization or industry; and the method you will use to collect data (e.g., interviews, questionnaires, secondary data … etc.). The proposal should outline clearly the approach you will follow in conducting the study: what is the purpose of your project (study), what are the resources/references that will you use to conduct the study, and an initial outline of the contents of the paper. Remember that the proposal contains the work plan and outline of your project. The more well prepared and clear your proposal is the better is the outcome from your study will be and the more likely that your team will receive a high mark on the final group paper.
• Each group will prepare a project report as its structure is outlined below, and submit it before 7.6.2012 @ 23:59 pm through MOODLE.
• Each team will present their project to the class on 14.6.2012 or 21.06.2012. Presentations will be 10-15 minutes long. Presentations will be marked on: clarity in stating the purpose, method, and findings), quality of presentation material, and style of presentation (interesting vs. boring). Presentations will be followed with a discussion where the professor will ask questions about the presentation contents to each of the team members. Team members will be graded individually based on their performance in the presentation and their ability to answering questions.
Project structure
Project Title
1. Introduction
1.1 About (the organization) 2-3 pages
 History
 Mission and vision
 Markets (local, regional, or international)
 Products and Services provided
 Workforce composition (if applicable)
 Any other related data
1.2 About (the service input and output) 1 page
Inputs and outputs of the company considering it as a service factory (as per DEA analysis on page: 50, 51and 203,204). Please note no calculation is necessary, only well thought, relevant and measurable inputs and outputs are required for the selected company / industry.
1.3 About (the topic) . 2-3 pages
 Definition
 Types
 Theories
 Importance
 Others …
2. Core section (Analysis of collected data) ………. 5-7 pages
Here you are expected to analyze data you collected. If for example, your project title is “New Service Development in ‘DU’ you may need to use surveys, interviews, or any other data collection methods to know more about your topic. You can use figures, tables, or charts to clarify your findings.
3. Methodology ……….1-2 pages
In this part you are expected to tell how did you collect and analyze data. What data collection methods have been used, how many respondents have been interviewed, how many respondents answered your questionnaire, difficulties you faced in collecting data, methods used to analyze data …etc. It is just like a story telling us how you conducted this study.
4. Conclusion.1/2-1 page
Here give the conclusion of your study. Tell us how what you found is similar or different from what you studied. Also you can give recommendation.
5. References
Reference according to the Harvard system of referencing (see http://libweb.anglia.ac.uk/referencing/harvard.htm for detailed guidance)
6. Appendix
Here you can insert any pictures, photos, or graphs.
Suggested topics:
Service strategy, new service development, use of technology in services, service quality, service supporting facility, service encounter, forecasting demand for services, managing capacity and demand, managing waiting lines.
Note: Use Times New Roman (12 size) font with double space.
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