Posted: September 17th, 2017

Customer loyalty -Premier Inn Whitstable

You are required to write a report profiling a service organisation of your choice Premier Inn Hotel in Whitstable.-Whitstable !

The report needs to focus on a specific element of service which has been covered over the duration of the module. Emphasis should be on depth of analysis, rather than breadth.

The report needs to highlight the strong points of the operation, and identify the possible improvements to that operation in the spirit of continuous improvement. The expectations are for thoughtful and reflective insights with evidence of some critical analysis. The purpose of this project is to provide you with the opportunity to apply your service management knowledge by observing and analysing service business in ‘real time’.!!!!
You will need to visit-phone that business to observe its operations. Your visit will probably include a discussion with a service manager / deliverer (or owner) to obtain more in-depth information about the service. A copy of the interview transcript needs to be included within the appendices of the report. Additionally you are required to obtain primary research in the form of customer feedback, for example, via the use of questionnaires.

Your task is to critically evaluate your observations, research and findings and discuss how improvements might be made to the service management and operation . Your views and arguments should be supported by reference to relevant theory and other sources of secondary data.

Your report should include (but not necessarily in the following order):-

• A summary of the type / nature of the service being provided and specific challenges or implication this has for management.

• An evaluation of the way in which the service is designed, delivered and evaluated.

• An evaluation of how the organisation markets itself.

• An analysis and evaluation of the employees used in the service organisation.

In your report you should aim to integrate appropriate service management concepts into the analysis of the service, including appropriate references to your reading. You may include appendices, provided that there is explicit reference to them in the body of the text.

The style should be that of a management report. !!!

Presentation of Group Report

A typical management report format would use the following headings:

Title page
Contents page
Introduction (approximately 200 words)
Findings (approximately 2600 words)
Conclusions and recommendations (approximately 400 words)
Bibliography (no word limit)
Appendices (no word limit)

The report should follow a logical report structure. All pages and appendices should be numbered.

 note that quotes, diagrams, tables and appendices do not constitute part of the word allocation………………………………………

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