Posted: September 20th, 2015

Managing service.

Task: Undertake a customer experience analysis of a New Zealand service operation. Also conduct research into how organisations like this operate. From your experience (your customer analysis) and your research (how organisations like this operate and what their main challenges are) discuss the service operation. Include in your discussion suggestions about how the organisation might improve its service delivery.

Brief discussion about company including service concept (extra company information can be put in Appendices)

Issues/challenges facing the industry or organisation

Briefly describe your customer experience, refer the reader to your CEA in the Appendices.

Identify at least 1 area for management attention that you have noticed

Discuss suggestions for improvement – these should be directly related to the problems you have identified

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