3.21 service operation management

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Faculty of Business and Law

Assignment Brief

Module Title Service Operations Management Assignment Number

2

Module Code CORP 3171 Assignment Title

Individual video Presentation

Module Leader Dr. Tung Dao Assignment Weighting

50%

Assignment Release Date:

09th October 2023

Submission Date/Time:

19th April 2024 12:00 (noon)

Assessment Information – What you need to do

This assignment is an individual assignment.

Using your knowledge gained from assignment 1, select two areas from below to carry out more focused investigations within your chosen organisation. The presentation will be in the form of a 10 minutes video presentation.

• Service performance

• Service quality • Service capacity • Service supply chain • Forecasting demand for services • Service operations strategy • Inventory • Globalisation of services • Queue and waiting lines • Transportation problem

• Service Location • Service Layout, etc.

Consider the following issues in your video presentation:

1) Continued from Assessment 1. Problems have been identified but how are they going to be solved?

2) Make sure it is in the style of a consultancy. How can you enhance their operations/services? 3) Choose between the Service Quality, Service performance, Service capacity, Service

supply chain, inventory, location, queue, Forecasting demand for services, Service

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operations strategy, Globalisation of services, etc.

4) Recommendations. Suggested improvements or the case for no change (use service operations models, Option Matrix, problem‐solution matrix, Cost‐Benefit Analysis, The use of technology, etc.).

More guidance and support for assignment 2 are given during the tutorials (weeks 18 and 25).

The preferred structure for your presentation file has been mentioned as follows.

▪ Slide 1. (Title) Your name, student number, the title of the research project, etc. ▪ Slides 2‐3. (Background) Company introduction, service concept overview, service

processes, etc. ▪ Slide 4. (Objectives/questions) Clarify the aim of your study (what are you trying to find

and achieve); state your research objectives and questions. ▪ Slides 5‐6. (Selected areas) Present two selected areas, the reasons, etc. One slide for

each area is preferred. ▪ Slide 7. (Resources and Data) Clarify resources and data gathering sources and

procedures. ▪ Slides 8‐15. (Analysis and discussion of the findings) Present problem in each area by using

FBC, tree diagram, etc., alongside solutions and analysis for the problems by Solution‐ Problem matrix, FMEA, etc. Three to four slides for each area are preferred.

▪ Slide 16‐17. (Conclusion and summary) Present the results and effects of the solutions on the problems/areas, including general recommendations. One slide for each area is preferred.

▪ Slides 18‐20. “Thank you for your attention” slide and bibliography list (Harvard referencing).

Criteria for Assessment - How you will be marked

The general marking criteria for this assignment are as follow.

Presentation Style and delivery 10%

Justification on the selection of the two areas 15%

Explanation of the problematic areas under consideration 25%

Evaluate options that these areas can be addressed 20%

Discussion and Implications 20%

Referencing 10%

Further information on University mark descriptors can be found here. This assignment is designed to assess the following learning outcomes: (LO3) Develop presentation skills to enhance the employability (LO5) Evaluate the theoretical underpinning of service operations management.

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(LO6) Have developed a critical understanding of the practical application of approaches to service operations management.

Assessment Details The presentation will be in the form of a 10 minutes video presentation ±10%. There will be a penalty of a deduction of 10% of the mark for work out of this scope (9‐11 minutes).

How to Submit your Assessment The assessment must be submitted by 12:00 noon (GMT/BST) on 19th April 2024. No paper copies are required. You can access the submission link through the module web.

• Your coursework will be given a zero mark if you do not submit a copy through Turnitin. Please take care to ensure that you have fully submitted your work.

• Please ensure that you have submitted your work using the correct file format, unreadable files will receive a mark of zero. The Faculty accepts Microsoft Office and PDF documents, unless otherwise advised by the module leader.

• All work submitted after the submission deadline without a valid and approved reason will be subject to the University regulations on late submissions.

o If an assessment is submitted up to 24 hours late the mark for the work will be capped at the pass mark of 40 per cent for undergraduate modules or 50 per cent for postgraduate modules

o If an assessment is submitted beyond 24 hours late the work will receive a mark of zero per cent

o The above applies to a student’s first attempt at the assessment. If work submitted as a reassessment of a previously failed assessment task is submitted later than the deadline the work will immediately be given a mark of zero per cent

o If an assessment which is marked as pass/fail rather than given a percentage mark is submitted later than the deadline, the work will immediately be marked as a fail

• The University wants you to do your best. However, we know that sometimes events happen which mean that you can’t submit your coursework by the deadline – these events should be beyond your control and not easy to predict. If this happens, you can apply for an extension to your deadline for up to five working days, or if you need longer, you can apply for a deferral, which takes you to the next assessment period (for example, to the re-sit period following the main Assessment Boards). You must apply before the deadline for your assessment. You will find information about applying for extensions and deferrals here.

• Students MUST keep a copy and/or an electronic file of their assignment.

• Checks will be made on your work using anti-plagiarism software and approved plagiarism checking websites.

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Return of Marked Work You can expect to have feedback returned to you on 13th May 2024. If for any reason there is a delay you will be kept informed. Marks and feedback will be provided online. It is important that you access the feedback you receive as this will help to make improvements to your later work, you can request a meeting with your Module Leader or Personal Tutor to discuss your feedback in more detail. Marks will have been internally moderated only, and will therefore be provisional; your mark will be formally agreed later in the year once the external examiner has completed their review. More information on assessment and feedback can be found here.

Academic Integrity and Generative AI Use In submitting a piece of work for assessment it is essential that you understand the University's requirements for maintaining academic integrity and ensure that the work does not contravene University regulations. Some examples of behaviour that would not be considered acceptable include plagiarism, re-use of previously assessed work, collusion with others and purchasing your assignment from a third party. For more information on academic offences, bad academic practice, and academic penalties, please read chapter four of our academic regulations. Generative AI tools may be used selectively for this assessment, particularly in visualising the contents in figures, tables and maps. Findings from analyses must emerge from students’ knowledge. Any use of generative AI needs to be appropriately acknowledged. Students should add a statement explaining which technologies were used, how they were used and how this output was then used to complete the assignment. Direct use of outputs should be cited. Examples of a student acknowledgement statement are shown below: Statement of acknowledgment 1 - generative AI used when module leader allows it.

I have used (list all AI system (s) used and links e.g., Google’s Bard, https://bard.google.com) to (provide details of how you have used generative artificial intelligence e.g., to breakdown some of the concepts taught on the module). The prompt (s) I have used are (include the prompt (s) e.g., you are an enthusiastic tutor who is also an experienced economist, help me understand the concept of game theory with explanations and examples). What was generated from these prompts was used to (explain how they were used in your submission, e.g., develop a section on game theory exemplars).

Statement of acknowledgment 2 – generative AI not used when module leader allows it.

This assessment has not used any generative-AI.

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You can find the library guide on generative AI use here - https://library.dmu.ac.uk/genai

Academic Support and Your Well-being Referencing is the process of acknowledging other people’s work when you have used it in your assignment or research. It allows the reader to locate your source material as quickly and easily as possible so that they can read these sources themselves and verify the validity of your arguments. Referencing provides the link between what you write and the evidence on which it is based.

You identify the sources that you have used by citing them in the text of your assignment (called citations or in-text citations) and referencing them at the end of your assignment (called the reference list or end-text citations). The reference list only includes the sources cited in your text. The main referencing guide can be found here and includes information on the basics of referencing and achieving good academic practice. It also has tabs for the specific referencing styles depending on whether you require Harvard style used in business or OSCOLA style used by the Law school.

The University has a wealth of support services available to students; further information can be obtained from Student Gateway, the Student Advice Centre, Library and Learning Services and, most importantly, your Personal Tutor. If you are struggling with your assessments and/or deadlines please do seek help as soon as possible so that appropriate support and guidance can be identified and put in place for you. More information can be found on the Healthy DMU pages.