Service Quality Management: Reflective Essay

An effective way to help you learn about service quality is to experience how service organisations or organised to deliver performance excellence. This assessment item is designed to accomplish such a task by providing you with the opportunity to reflect on the various industry visits and consider how effective they are in delivering service.

» Task: Research one or more organisations and conduct a reflection on your research and write a reflective essay of between 1500-2000 words which addresses the following:

1. Is performance excellence being achieved by these organisations, briefly discuss why or why not;
2. How could quality outcomes be improved; and
3. What is the most important learning experience you gained from this research? Explain.
» Assessment Criteria and Skills Development: Assessment will be based on the criteria set out on the LearnJCU subject website. This assessment is an individual reflective essay and will develop your written communication skills in a business setting, as well as organising information in a structured format. Full assignment details are available in the subject assessment folder on LearnJCU.
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