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how and an organisation might improve its service delivery

2200 words essay + 275 words for the Appendices 1 and 2
Task: Undertake a customer experience analysis of a New Zealand service operation. Also conduct research into how organisations like this operate. From your experience (your customer analysis) and your research (how organisations like this operate and what their main challenges are) discuss the service operation. Include in your discussion suggestions about how the organisation might improve its service delivery.
I will upload some examples of how to do this assignment.
Template for the Essay:
Title page
Table of content
Introduction (approx. 200 words)
Introduction paragraph
Brief introduction to the essay
Background (approx. 300 words)
Brief discussion about company including service concept (extra company information can be put in Appendices)
Issues/challenges facing the industry or organisation
Customer Experience Analysis (approx. 200 words)
Briefly describe your customer experience, refer the reader to your CEA in the Appendices.
Areas of Management Attention (approx 800 – 1000 words)
Identify at least 1 area for management attention that you have noticed
Suggestions for improvement (300 – 500 words)
Discuss suggestions for improvement – these should be directly related to the problems you have identified

9 journal articles.
Books – use books including this one:
Johnston, R., Clark, G. and Shulver, M. (2012) Service operations management: Improving service delivery (4th Edition). Prentice Hall: Sydney.
Other sources
Appendix 1: Company Information
Appendix 2: Customer Experience Analysis

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