Project description
part 1 – include a detailed understanding of the client’s key service processes, through service blueprinting and data analysis.

Part 2: Recommendations and strategic message

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here is the data will help you

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Attached files: htm_531_data_book_and_
precentage-2.xls

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here is the previous project we did before, you should use it to work on this project

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Attached files: group_5_analysis_htm_531_
final.pdf (198,93 KiB)

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here is material would help you

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Attached files: service-innovation-ii-
designing-service-processes-
september-27-2009.pdf (873,65 KiB)

hi, dear writer, here is specific instruction – outline

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Attached files: specific_instructions.docx (11,84 KiB)
Assignment Description

The final project is a culmination of your group’s semester-long efforts on the client site. It will be presented as a formal, written report and include an insightful analysis of the client operation and a detailed course of action for its improvement. The assignment is broken into the following parts:

1) Informational and Analytical Components

1. Provide an overview and evaluation of the client’s current operation based on the services and products provided, target market, and competitive analysis.
2. Include a detailed understanding of the client’s key service processes, through service blueprinting and data analysis.
3. Discuss the operational service components you believe the client executes well and poorly utilizing primary and secondary data as evidence and data analysis.
4. Demonstrate a strong understanding of factors that create good service based on primary and secondary data as well as coursework, textbook, and research material.

2) Recommendations and Strategic Message

1. Identify, analyze, and propose thorough solutions for what your group views as the most pressing service operation issues or opportunities for your client site.
2. b. Justify the importance of the service issue(s) through a comparison of the client’s performance with that of its competitors.
3. c. Explicitly state and support with evidence, the underlying causes of the service issues or the reasons for the service improvement recommendations.
4. Choose one operational issue and fully explore the soundness of the client’s current execution and strategy and explain why it is not effective. More issues may be chosen if appropriate.
5. e. When making your recommendation(s), discuss the service values required by the group’s proposed target market segmentation. Use evidence to clearly identify:

? – the values that the segment is most willing to pay for, or defect to a competitor over

? – why this segment is important to the wellbeing of the client’s long term business

?- how the client operation compares to its competitors in satisfying these target segments and their desired values

? – should the client target different or additional consumer markets

1. f. Propose a thorough, detailed, strategic plan that addresses your primary issue(s) or area of opportunity based on quantitative and qualitative evidence. Detail must be such that management could begin implementation of your recommendation the next day.

The audience for your final paper is a lay business person. Assume the reader has not read any of your homework assignments. Integrate service management concepts covered in class throughout the semester. We will be looking for a clear, logical flow of ideas and solid, competitor and market-based justification for your recommended course of action

Please note that this is a group project, and I am going to do the section b in part 1 – include a detailed understanding of the client’s key service processes, through service blueprinting and data analysis.

Service processes would include, where customers should be served, when they should be served, who should serve them, how they should be served, etc. The service process s begins when the customer first interacts with the service organization or system and ends when the delivery of the desired service is completed and the customer exits the process.

Service Delivery Process and supporting processes

I will provide some useful information than can help you include some material and the project and data I did before.

Part 2: Recommendations and strategic message

1. a) issue: the major issue of Straits we addressed in the previous project is that most of time the hostess was not at podium to greet guests and Unprofessional behavior from hostess
2. B) the competitor, MY China have their hostess at the podium go greet the guest most of times, (support with data and reviews from Yelp)
3. C) the reasons for the service improvement recommendations : 1). The guests have negative perceptions about the restaurant – so many guests mentioned that they have unhappy experience in our restaurant due to unprofessional hostess, 2).lack of structure, Unclear division of job. 3). Lack of task plan

d). recommendations: the goal of the recommendations is that try to make their hostess stay at podium area

Recommendation 1:

Check with phone reservationists, answering machine messages to assure that all           reservations are noted.

Schedules reservations for guest in advance, and come out a plan how to seat the guest              when they arrive. (Plan out the seating chart and organize the reservations)

Create a client profile – ask the guest some specific question to gather some base            information of guest, like name, phone, and email.

Problem could occur: guest walk in when the hostess still on the phone – how to solve

e). target market we going to focus – Locals and mall shopper