1. ASSIGNMENT OUTLINE
This individual assignment constitutes 25% of the overall assessment for the module, BM4362 Service Operations & Innovation. The assignment covers topics on essential frameworks within Performance Measurement and Costs of Quality. It is designed to give learners a first-hand experience of applying the knowledge attained in the topics above to evaluate the operation of a company of their choice. Learners will submit an individual assignment including any supporting appendices on their research, analysis, and findings.
2. LEARNING OUTCOMES
This ICA aims to:
• Assess if the learners can analyze and apply the Kaplan Balanced Scorecard framework to the chosen organizations with the objective of better manage service operations and service quality.
• Allow the learners to analyse their respective organisation’s nature of business and to apply the concept of Cost of Quality – conformance cost and non-conformance cost, with the objective of upkeeping quality service level in the organisation.
• Recommend relevant and innovative suggestions to improve service quality based on the Evans & Lindsay’s Dimension of Quality model.
3. REQUIREMENTS
• This is an individual assignment.
• As ICA1(B) is designed as a continuation from ICA1(A), learners are to base this ICA using the same service organisation chosen for ICA1(A). Please note that site inspection at the chosen organisation is NOT REQUIRED.
• Your report should comprise at least the following:
i. Hard and Soft measurements
a. Explain the terms Hard measurements and Soft measurements within the context of the chosen service organisation.
b. Demonstrate understanding of why hard and soft measurements are both crucial to ensure operational efficiency and service quality for the chosen organisation.
ii. Balanced scorecard
a. Design the balanced scorecard for the chosen organisation which incorporates all the FOUR (4) perspectives of the framework – Financial, External, Operational, and Development.
b. At least TWO (2) relevant measurements for each perspective should be provided. Explain your choices of the suggested measurements with a specific focus on the benefits to the chosen organization.
iii. Costs of quality
a. Identify and discuss the costs of quality – conformance cost and non-conformance cost relevant to the chosen organisation.
b. Discussion should be based on any TWO (2) likely scenarios when conformance costs are not complied by the chosen organisation and its implications.
iv. Evans & Lindsay’s Dimensions of Quality Model
a. Using the Evans & Lindsay’s Dimensions of Quality Model, recommend and discuss any TWO (2) dimensions that can be applied to the chosen service organisation to improve service quality.
b. Recommendations should be as innovative as possible based on appropriate research.
4. SUBMISSION
The report is to be submitted via POLITEMall in font type: Arial Point 11 and 1.5 line spacing. As a guide, your report should be around 1200 -1500 words, excluding cover page and appendices. Support your analysis and recommendations with additional research, concepts and theories. You may attach photos, charts or blue-print drawing of your organisation if relevant.
The grading criteria in evaluating your report include your ability to provide in-depth and substance of your discussions and analysis, relate concepts and theories to support your discussions, and quality of writing.
Please refer to this guide on referencing for the research that you have done. You can include photos and screenshots to support your explanations and analysis.