MKT 203 – Service process mapping and blue printing – Making Process Chart 25%

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    Subject Code: MKT203

    Subject Name: Services Marketing

    Assessment Title: Service mapping blueprint

    Your Task

    Individually you are required to choose a service brand that you have recently transacted with.

    Assessment Description

    The purpose of this individual scenario analysis is to develop students’ skills in applying relevant service marketing analysis tools. This will enable students to apply learned marketing theories and concepts to a ‘real world’ business case within a safe learning environment.

    Assessment Instructions

    Individually you are required to choose a service brand that you have recently transacted with and prepare:

    1. A service offering diagram clearly distinguishing between core, supplementary and augmented services for the organization.

    2. A service process map/blueprint of the service organization’s different steps of the processes followed by the service organisation, time taken for each process etc.

    Consider complexity and divergence while preparing these charts. Please refer to week-4 lecture material to prepare this assessment. In preparing your process chart, you will need to include images and any other visual aid that supports your analysis.

    You are required to reference at least 5 sources of information. These may include corporate websites, government publications, industry reports, census data, journal articles, newspaper articles, and textbook material.

    Your document MUST follow a professional structure:

    Cover page that contains your details, assessment details etc. (Kaplan coversheet is no longer required.)

    Service offering diagram (One page, no more)

    Service process map /Blueprint (One page, no more)

    Reference List (you must apply Harvard Referencing Style)


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