EBZ2006: Identify 1 Main-Company in Your Industry-of-Choice (eg. F&B, Electronics, Banking, etc): Service Quality & Management Assignment, TP, Singapore

Project Assessment

Objectives:

1. To assess the difference between excellent Customer Service & sub-standard ones.
2. To study the adverse effects of having sub-standard/below-par Customer Service.
3. With accompanying evidence and analyses, suggest & recommend the appropriate actions/measures to achieve delightful customer satisfaction.

Written report

1. Identify 1 main-company in your industry-of-choice (eg. F&B, Electronics, Banking, etc). You are required to investigate the service levels and the possible areas for service improvement, & finally make sound proposals to improve the service levels for this main-company.
2. Based on the areas to be improved in the main-company, you are required to select 2 benchmark-companies to help in assessing how to improve service levels in the main-company(“Good” to improve and “Bad” to avoid). For consistency, these 2 companies should be in a similar industry with similar size of the operation as the main company.
3. Collect data and information of the companies for:
   • nature of the business,
   • The related market information,
   • main competitors’ information, etc
4. Visit the companies as mystery patrons/customers/observers to observe and experience the following:
   • The various services provided
   • The different customer-contact points,
   • Identify the MOT (Moment-of-Truths) and the various quality levels, etc.
5. Data Analysis: Collect data & information about the companies, and:
   • critically analyse the service levels for different functions
   • compare and contrast the service levels for the main company against the other 2 benchmark companies.
6. Conclude the level of quality services for:
   • the critical positive services rendered and
   • the areas of service that required improvement.
7. Recommend ways to further improve the service areas of the main company, making mention also of the pitfalls to avoid.
8. Organization and structure of the written report.
9. Write a 150-word individual Reflection Journal on what you’ve encountered and learned throughout this project.

Oral Presentation- “Individual”:

Objective: To present the findings of the project as Customer-Service Consultants & make the necessary recommendations to an Imaginary Targeted Business Client (the Tutor).