Referencing Styles : APA Each student is to develop a Service Operations Improvement Consulting Report, based on an experiential industry visit to a service provider of their choice. The following information and the associated exercises, called Self-paced Activities, will give you a practical insight into the relationship between customers and organisations, and provide tools with which you may conduct your analysis and develop your Report. These activities comprise primary research based upon the practical experience of visiting a service supplier as a ‘mystery customer’, and secondary research, theory, and information on best practice. This is what is called ‘Umbrella Information’. Use this information in conjunction with your in-class study e.g. Servqual (Asubonteng & McCleary, 1996), to inform your final Report. Answering the questions will help you keep on track.