ppt

Leadership as Service

Group Project Guidelines

25% of Final Grade

Monday, July 19th—Presentations submitted to Dropbox by 11:55 pm

The purpose of this project is to put into practice both theory and application of how great leaders and great organizations think, act and a carry out outstanding customer service.

PART 1: Groups Assigned & Group Contract

Step 1. Groups assigned by the professor. Each group will create your own group name.

Step 2: Each group will create a group contract that will be agreed upon and signed by all members of the group. Once completed the group contract will be posted into moodle. (One person from the group post in the dropbox.) See resources posted in the moodle for a sample group contract.

PART 2: Research

Step 1: Choose an Organization

Choose a service-oriented businesses/ organization. It can be local or national, even global. Here are some ideas to draw from.

Types of Service Oriented Business/ Organizations:

SUmmer 2021

·

1

· hotels

· restaurants – specific styles/ types/ ethnicities

· fast food restaurants

· cafes

· coffee/ tea shops

· bakeries

· grocery stores

· arts & craft retailers

· book stores

· fashion/ clothing/ shoes

· jewelry

· automotive

· law offices

· accounting firms

· IT/ Tech companies

· home repairs

· discount outlets

· medical practices

· dental practices

· daycare/ childcare

· non-profit

Step 2: Organization Profile

Create an Organization Profile of the organization. Decide what kind of information would be important to include in this section. Be creative, innovative and informative. Think of the history, key dates and innovations, locations, founders, purpose and any other key factors.

Step 3: Service Profile

Create a Service Profile of the organization. Be creative, innovative and informative. You need to answer the following questions in your research and presentation:

· What is the vision, mission and values as they relate to service for each organization?

· What is the service culture of each organization – give examples to support your findings.

· Research and evaluate each organization in each of the following 5 areas. Use the class materials and Service Culture Handbook (Toister, 2018) to help you understand how each area connects to servant leadership and creating a successful service-culture.

· goals

· hiring

· training

· empowerment

· leadership

Step 4: Field Research

1) As a group decide what one question you want to answer about your organization. Choose one of the following questions or if you have another question you want to answer, talk with the professor beforehand to get permission/ feedback:

a. How does everyone in the organization know and carry out the customer service vision?

b. Why do customers come to this organization and what factors keep them loyal or returning to do business with this organization?

c. Does the online brand/social media of customer service match the day to day experience of the customer at this organization?

d. How does the leadership of the organization model the service culture to the staff and/ or the customers?

e. Do the staff get adequate training to carry out top-quality service in this organization?

f. How does the organization measure its own success/ or rate itself in terms of customer service or customer satisfaction? Is this a good measurement? why or why not?

g. How are loyal/ repeat customers cultivated in this organization?

h. Or another service-related question created by your group ________ (pre-approval from the professor is required).

2) As a group decide how you will conduct the field research of your organization. Decide what information you want to gather and how you will gather it. There must be at least one of the following:

· interview with staff, leaders, customers, shareholders

· in person, phone, zoom, call or email

· physically visit the organization location

· evaluate of social media/ brand as it relates to customer service

· create and carry out a service culture checklist

· create and carry out a survey

· other ideas as agreed upon by the group

3) Evaluation & Recommendations: Based on your research and all the learning to date, how would you evaluate this organization in terms of service and what recommendations would you give them based on your research question?

PART 3: Group Presentation

Create a 12-15 minute group presentation based on your research. Include the organization and service profiles, the research question, the method and process of research, the findings and your evaluations and recommendations based upon the research.

Each person in the group must be part of creating and presenting the material.

Prezi or Powerpoint are acceptable as are any other props or creative ways of bringing your ideas and learning to life for your fellow learners.

The presentation must have at least 8-10 references from the text-books or other course material to support your ideas and thinking. APA adherence is required (so please have a reference page at the end of your presentation!!)

One person from each group will submit the group presentation to the moodle dropbox.

Plagiarism, ghost-writing and sloppy APA adherence are simply unacceptable for a 3rd year University course. If you are struggling with this assignment or do not understand the requirements, it is your responsibility to get clarity and assistance from your professor or leaning coach before the assignment is due.

Make use of an outline to help you better communicate and clarify your ideas.

GRADING RUBRIC (25 POINTS/ 25% of total grade):

Grading Rubric for Critical Thinking, Reflection & Application (15 pts):

Emerging (0-6 pts)	Developing (7-10pts)	Mastering (11-15pts)
Students respond to question(s) with a basic understanding of the question(s), little to no critical thinking, little to any application of ideas, little to any use of supporting evidence.	Students demonstrate some understanding of the questions(s), some critical thinking, application of basic ideas, and use of evidence (citations and/ or personal examples).	Students demonstrate exemplary understanding of the question (s) advanced use of critical thinking, application of ideas and use of evidence (citations and/ or personal examples).

Grading Rubric for Composition and Style (5 pts):

Emerging (0-2 pts)	Developing (3-4 pts)	Mastering (5 pts)
Sequence of ideas is difficult to follow, no clear point, poor word choice, no or poorly used source text (doesn’t use “they say/ I say” pattern)	Logical sequence of ideas that is fairly easy to follow; clear points’ fairly good word choice; fairly well used source text (makes some use of the “they say/ I say” pattern).	Exemplary organization of ideas that is very easy to follow; strong points, well-chosen words, very thoughtful use of the source text (uses they say/ I say” pattern).

Grading Rubric for Grammar and APA Details (5 pts):

Emerging (0-2 pts)	Developing (3-4 pts)	Mastering (5 pts)
Language or APA flaws in three or more areas.	Language or APA flaws in no more than two or three areas.	No significant or notable language or APA flaws.

I will be grading you both individually and as a team during your presentation. I am looking for you to know and own your ideas, present them with clarity and ease, to be able to answer questions at the end of the presentation knowledgeably and thoughtfully. Each student will also be evaluating your own work and the work of your team mates and handing your evaluations to the professor in order to communicate with honesty the quality and cooperation you experienced during this project. I grade group projects individually and therefore students who do not do their share of the work will not share in the grade.