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Scenario
The hospitality and event sector of the industry encompasses many organizations. Firms operate within a highly competitive, complex and dynamic environment. Integrated management issues within the service quality sector in this environment have a strong role to play. The purpose of service quality in this sector according to Williams and Buswell (2003) is to assist managers to adapt continually in its quest for continuous improvement a comprehensive understanding of managing service quality requires a knowledge of the firm, its environment and all the functional areas of the business. It is necessary then to develop the conceptual awareness necessary to be an effective manger of a consumer service unit.
Selecting an organization appropriate to the degree you are studying, critically appraise whether or not they implement a strategy for continuous improvement and customer focus. Your essay must take the form of a sustained argument that contextualizes key academic theories and concepts from operational management. Your answer must be justified and illustrated by specific examples of organizational operations.
Assessment criteria
1. Your essay must take the form of a sustained argument that contextualizes key academic theories and concepts from operational management. Your answer must be justified and illustrated by specific examples of an organizational operation. The response should be analytical and critical and not simply a descriptive account. The essay will demonstrate the ability to analyze and synthesise information from a variety of sources. Your analysis will contain elements that are innovative and original.
2. The reference section will be in the Harvard format with appropriate sources cited in the text. The use of the ideas of others without acknowledgement(plagiarism) will be reported to the Head of Department and will result in an appropriate penalty.
