ASSIGNMENT INSTRUCTIONS Interim/Final and Intake: Final January 2017 Assessment code: 012 Academic Year: 2016/17 Semester: 1 Module Title: Service Operations Management Module Code: MOD004055 Level: 4 Module Leader: Nishi Mishra- Patricio Weighting: 50% Word Limit: 3,000 words Submission Date: This assignment must be received by no later than 14:00 on Monday, 15 May 2017 WRITING YOUR ASSIGNMENT: x This assignment must be completed individually. x The Harvard Referencing System must be used. x Your work must indicate the number of words you have used. Do not exceed the maximum number of words specified above; all assignments which do so will be penalised. The penalty will be the deduction of marks at the Marker’s judgement. x Assignment submissions are to be made anonymously. Do not write your name anywhere on your work. Write your student ID number at the top of every page. x Where the assignment comprises more than one task, all tasks must be submitted in a single document. x You must number all pages. SUBMITTING YOUR ASSIGNMENT: x You must submit your assignment using Turnitin software and obtain a receipt. Work cannot be uploaded on Turnitin after the stated date and time, and will receive a mark of 0% unless an extension has been approved in advance of the deadline.x Requests for short-term extensions will only be considered in the case of illness or other cause considered valid by the Student Adviser ([email protected]). These must normally be received and agreed by the Student Adviser in writing at least TWENTY-FOUR (24) hours prior to the deadline. Please refer to the Academic Regulations or your Student Handbook for full details. Aim of this assignment This assignment should demonstrate your analysis and understanding of the range and scope of quality theories applied in your sector. The focus will be on evaluating the ways in which the sector is changing and developing to meet current demands from customers/guests/ patients/residents/clients. Task Prepare a report for the Quality Manager with respect to an organisation you are familiar with. Outline and analyse the quality processes presently in use. This report should include at least the following: ¾ You should define and explain at least four techniques used in the various quality processes in your sector and analyse the strengths and weaknesses between it. (For example you could include techniques such as Key Performance Indicators or Performance indicators. (KPI/PI), indicators of measurement and concepts such as 6 SIGMA, Deming’s 14 points, Benchmarking, Process/systems mapping, Gap analysis, EFQM, TQM, ISO’s, Balance scorecard, Kaizen, PDCA cycle and so on whichever is applicable to your sector) Maximum marks 50¾ You should give recommendations on how the organisation selected should proceed in developing their quality processes to meet the evolving trends and issues in your sector. Maximum marks 40 ¾ Presentation and referencing. Appropriate format is used and follows Harvard referencing guidelines. Maximum marks 10 It is expected that you will use a wide range of relevant theories and research to support the points, arguments and recommendations you make in this assignment. Presentation x The word limit for this assignment is 3000 words. x Students are expected to keep within the word limit. Appendices can only be used to support the main body of the report. Any new information included in the appendices will not be marked. x Your assignment should be written as report, using an appropriate writing style and vocabulary. x Assignments should be correctly referenced using the Harvard system of referencing. Incorrect or insufficient referencing will be penalised. Assignments must be submitted via ‘Turnitin’. Individual feedback will be automatically generated by Turnitin once the marking and quality assurance process has been completed. This assignment requires you to demonstrate your ability and understanding of the demands and issues involved when working in your sector and meeting of customers/guests/ patients/residents/clients requirements. The analysis in the report must be supported by academic theories and concepts and the paper must comply with the Harvard referencing guidelines. The report should provide clear evidence of understanding of the issues under consideration.There is no correct number of academic references to be utilised as the student must draw as many references as required to provide a high quality answer. However, a range of academic sources are expected, and a majority of these should be current, internationally peer reviewed articles/journals or accredited textbook references. Sources such as Wikipedia and the like are not accepted. Sources available only online should be avoided. Specific Module Guidance To achieve a pass level mark you must ensure that you demonstrate your analysis and understanding of the range and scope of your sector. The focus will be on evaluating the ways in which the sector is altering and developing to meet current demands from customers/guests/ patients/residents/clients. . This will require secondary research. Your work will be report format and be referenced according to the Harvard Referencing System. To achieve higher marks, in addition to the requirements to achieve a pass mark, you will need to make informed comparisons between the theories and concepts you have studied and provide a reflection on how these apply to your chosen organisation. The analysis will be very well applied and will rely heavily for support on current literature.