UMKCQT-15-M Meeting Customer Needs - University of the West of England Bristol

Question 1. Write a 2000-word report (100% of mark) as per the assessment instructions - This may be a reworking of your original submission, take into account feedback you will have received from the first submission OR a completely new piece of work.

Question 2. You must also submit a reflective statement of no more than 500 words explaining how you have responded to the marker's feedback on your original submission. Submit both pieces in one document.

Assessment Details:

Students will be expected to keep a journal throughout the course and record their experiences of the services they encounter (5 detailed descriptions are expected. Up to 500 words maximum per journal entry) from a services marketing and operations perspective. The journal is designed to help students to understand customer service expectations, and why as consumers we are sometimes satisfied or dissatisfied with the service experience from a marketing and operational perspective.

By recording and analysing their experiences, particularly in reference to the theories, tools and techniques of services marketing and operations, students should begin to discover what is truly needed to deliver customer requirements.

Students will apply relevant model and theory to the examples that they record. It is expected that the journal will include details, which reflect the nature of the taught content of the module and will be presented in a diary/reflective journal format.

Students will Choose TWO of the Service Encounters from the reflective journal from the SAME business and provide suggested solutions to the problematic issues they have observed. They will be able to use their knowledge from the module to aid their analysis and to provide workable recommendations that will enhance the ability of the system or subsystem to meet service requirements.

Attachment:- Meeting Customer Needs.rar