Service Operations Management

Service Operations Management

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Essay Sample

Business and Healthcare Management, MOD004055


You have been hired as a junior investigation officer by Dr Shabir Bhatti’s practice to investigate the reasons for the practice being rated as ‘inadequate’. Your investigation should address the following three questions.

Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr Shabir Bhatti’s practice. (30 Marks) 700 words

ASSESSMENT CRITERIA FOR Q1

• Knowledge and understanding of the issues currently being experienced by Dr Shabir Bhatti’s practice

• Ability to conduct valid and relevant research

• Ability to extract relevant information and draw balanced conclusions

Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff to improve the quality of service delivery. (30 Marks) 600 words

ASSESSMENT CRITERIA FOR Q2

• Knowledge and understanding of capabilities, competences and philosophy

• Ability to conduct valid and relevant research

• Ability to extract relevant information and draw balanced conclusions

Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir Bhatti’s practice in terms of delivering consistent and effective quality management. (30 Marks) 700 words!Kaizen Or!Key Performance Indicators (KPI)

ASSESSMENT CRITERIA FOR Q3

• Knowledge and understanding of the technique that will enable Dr Shabir Bhatti’s practice in delivering consistent and effective quality management

• Ability to conduct valid and relevant research

• Ability to extract relevant information, make recommendations and draw balanced conclusions References list Harvard style (10 marks)