SDM404 Case Analysis Template Steps in Case Study Analysis 1. Read and examine the case thoroughly to familiarize yourself with the key aspects • Take notes, highlight relevant facts, underline key problems. Take a few different highlighters into class to make your reading time more efficient. 2. Focus your analysis • Target task component 1 and 2, e.g. as per the templates 1 and 2 overleaf 3. Uncover potential solutions • Review the case study, your academic references and your own experience to propose recommendations for improving service management in the case study (see template 3) • Consider strong supporting evidence, pros, and cons: are these strategies realistic? What challenges may be presented? 4. Create a plan for your report • Include introduction, body sectioning, conclusion and recommendations • Briefly add notes of key points to include SDM404 Case Analysis Template Template 1 – Task Component 1: Evaluate Service Quality Dimensions Dimension Favourable Evidence (+) Unfavourable Evidence (-) Example of supporting literature Reliability Assurance Tangibles Empathy SDM404 Case Analysis Template Responsiveness Other SDM404 Case Analysis Template Template 2 – Task Component 2: Analysis of Service Management Strategies Service Management Strategy Analysis Notes (e.g. what is done well + why; what needs to be improved + why) Example of supporting literature SDM404 Case Analysis Template Task Component 3: Recommended Strategies to Improve Service Management (and thus Service Quality) Recommendation Explanation and Justification Example of supporting literature