Note
*** APA 6th edition
Chosen organization will be Ritz Carlton Millenia Singapore
require an executive summary as well like the attached examples
You are required to write a report aimed at senior executive level which identifies and discussed example(s) of service management excellence in one or more actual service organisations of your choice.
Select one organisation but examine several topics.
Whichever you choose, the key aspect is that you should demonstrate (by referring to the relevant literature) why your examples represent service management excellence. You may draw examples from both primary and secondary sources.
Topics from which you can choose:
• Organisation for service
• Design of the service and the service delivery process
• Service quality
• The service encounter
• Managing people
• Customer relationship marketing
• Demand and capacity management
• Service communications
• Performance measurement
• Monitoring and evaluating the service
Overview of organisation 10%
Identify the key elements of the Servicescape 10%
Assess the Servicescape in relation to the customer experience 25%
Assess the Servicescape in relation to organisational effectiveness 25%
Indentify any areas of best practice within the organisation 20%
Presentation style and structure, and references 10%
Total 100%
there are some examples attached for your reference
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