BUS 445 week 2

crunpr

Main

Home >Homework Answsers >Business & Finance homework help >Management homework help

Ashford 3: - Week 2 - Assignment

Voice of the Customer

In the “Understanding the Voice of the Customer at LaRosa’s Pizzerias” case study found in your textbook, LaRosa’s Pizzerias implemented the Voice of the Customer process to its restaurants design to address customer needs and expectations and ultimately allowed the restaurant chain to gain significant market share.

Answer the following:

Develop a customer satisfaction survey of eight questions. The questions must be relevant to the case study that the project team would use to solicit appropriate responses on the restaurant design concept from current and potential customers both inside and outside the restaurant’s current market area. Explain your rationale for each question selected.
For each of these survey questions, identify a critical to quality (CTQ) performance characteristic for each of the survey questions and discuss why they are important to customer satisfaction.
Examine the customer profile (age, lifestyle, etc.) that the restaurant is targeting based on the customer requirements that LaRosa’s has identified and considered as the design concept the restaurant has adopted.

The Assignment:

Must be submitted in an MS Word document.
Must be 900 – 1,400 words (excluding title page and references page) in length, double-spaced and formatted according to APA style as outlined in the Ashford Writing Center. Contextual (Level One) headings must be used to organize your paper and your thoughts. Must include a title page with the following:
- Title of paper
- Student's name
- Course name and number
- Instructor's name
- Date submitted
- Must include an introductory paragraph with a succinct thesis statement.
Must address the topic of the paper with critical thought.
Must end with a conclusion that reaffirms your thesis.
Must use at least two scholarly resources, including a minimum of one from the Ashford Online Library, in addition to the textbook
Must document all sources in APA style, as outlined in the Ashford Writing Center.
Must include a separate reference page, formatted according to APA style as outlined in the Ashford Writing Center.

Carefully review the Grading Rubric for the criteria that will be used to evaluate your assignment.

Description:

Total Possible Score: 10.00

Develops a Customer Satisfaction Survey and Explains the Rationale for Each Survey Question

Total: 3.00

Distinguished - Develops a comprehensive customer satisfaction survey and clearly explains the rationale for each survey question selected.

Proficient - Develops a customer satisfaction survey, and explains the rationale for each survey question selected. Minor details are missing or slightly underdeveloped.

Basic - Develops a limited customer satisfaction survey, and minimally explains the rationale for each survey question selected. Relevant details are missing and/or underdeveloped.

Below Expectations - Attempts to develop a customer satisfaction survey and explain the rational for each survey question selected; however, significant details are missing and underdeveloped.

Non-Performance - The customer satisfaction survey and explanation of the rationale are either nonexistent or lack the components described in the assignment instructions.

Identifies a Critical to Quality (CTQ) Performance Characteristic for Each of the Survey Questions and Discusses the Reason it is Important to Customer Satisfaction

Total: 3.00

Distinguished - Clearly identifies a CTQ performance characteristic for each survey question and thoroughly discusses its importance to customer satisfaction.

Proficient - Identifies a CTQ characteristics for each survey question, and discusses its importance to customer satisfaction. Minor details are missing or slightly underdeveloped.

Basic - Minimally identifies a CTQ characteristics for each survey question, and provides a limited discussion of its importance to customer satisfaction. Relevant details are missing and/or underdeveloped.

Below Expectations - Identifies at a CTQ characteristic for each survey question and attempts to discuss the importance of the characteristic to customer satisfaction; however, significant details are missing and underdeveloped.

Non-Performance - The identification of the CTQ characteristic for each survey question and discussion of their importance are either nonexistent or lack the components described in the assignment instructions.

Examines the Customer Profile

Total: 2.00

Distinguished - Comprehensively examines the customer profile based on the new restaurant design concept that accounts for demographics of target customers and their diverse needs. Expertly applies concepts and vocabulary from the text.

Proficient - Examines the customer profile based on the new restaurant design concept that accounts for demographics of target customers and their diverse needs. Sufficiently applies concepts and vocabulary from the text.

Basic - Minimally examines the customer profile based on the new restaurant design concept, but does not fully account for demographics of target customers and their diverse needs. Minimally applies concepts and vocabulary from the text.

Below Expectations - Attempts to examine the customer profile based on the new restaurant design concept; however, fails to account for demographics of target customers and their diverse needs. Does not apply any concepts or vocabulary from the text.

Non-Performance - The examination of the customer profile is either nonexistent or lacks the components described in the assignment instructions.

Reading: Comprehension

Total: 0.50

Distinguished - Distinguishes probable implications of the text for contexts, perspectives, or issues outside the assigned task or beyond the author’s explicit message.

Proficient - Uses the text, general background understanding, and/or specific knowledge of the author’s context to draw more intricate inferences about the author’s message and approach.

Basic - Considers how textual features (e.g., sentence and paragraph structure or tone) contribute to the author’s message; draws fundamental inferences about context and rationale of text.

Below Expectations - Inadequately captures vocabulary and makes an effort to paraphrase or summarize the information the text communicates.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.

Critical Thinking: Evidence

Total: 0.50

Distinguished - Employs persuasive information from credible sources to develop an ample analysis or synthesis of the topic. Viewpoints of experts are scrutinized thoroughly.

Proficient - Employs applicable information from credible sources to develop an analysis of the topic.

Basic - Identifies applicable information from credible sources, but may neglect the application of such information toward the analysis of the topic.

Below Expectations - Displays information from external sources, but such information may lack credibility and/or relevance. Neglects the application of such information toward the analysis of the topic.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.

Written Communication: Control of Syntax and Mechanics

Total: 0.25

Distinguished - Displays meticulous comprehension and organization of syntax and mechanics, such as spelling and grammar. Written work contains no errors, and is very easy to understand.

Proficient - Displays comprehension and organization of syntax and mechanics, such as spelling and grammar. Written work contains only a few minor errors, and is mostly easy to understand.

Basic - Displays basic comprehension of syntax and mechanics, such as spelling and grammar. Written work contains a few errors, which may slightly distract the reader.

Below Expectations - Fails to display basic comprehension of syntax or mechanics, such as spelling and grammar. Written work contains major errors, which distract the reader.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.

Written Communication: APA Formatting

Total: 0.25

Distinguished - Accurately uses APA formatting consistently throughout the paper, title page, and reference page.

Proficient - Exhibits APA formatting throughout the paper. However, layout contains a few minor errors.

Basic - Exhibits basic knowledge of APA formatting throughout the paper. However, layout does not meet all APA requirements.

Below Expectations - Fails to exhibit basic knowledge of APA formatting. There are frequent errors, making the layout difficult to distinguish as APA.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.

Written Communication: Page Requirement

Total: 0.25

Distinguished - The paper meets the specific page requirement stipulated in the assignment description.

Proficient - The paper closely meets the page requirement stipulated in the assignment description.

Basic - The paper meets over half of the page requirement stipulated in the assignment description.

Below Expectations - A fraction of the page requirement is completed.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.

Written Communication: Resource Requirement

Total: 0.25

Distinguished - Uses more than the required number of scholarly sources, providing compelling evidence to support ideas. All sources on the reference page are used and cited correctly within the body of the assignment.

Proficient - Uses required number of scholarly sources to support ideas. All sources on the reference page are used and cited correctly within the body of the assignment.

Basic - Uses less than the required number of sources to support ideas. Some sources may not be scholarly. Most sources on the reference page are used within the body of the assignment. Citations may not be formatted correctly.

Below Expectations - Uses inadequate number of sources that provide little or no support for ideas. Sources used may not be scholarly. Most sources on the reference page are not used within the body of the assignment. Citations are not formatted correctly.

Non-Performance - The assignment is either nonexistent or lacks the components described in the instructions.