2022代写paper指导美国留学生ESSAY:硒化镓研究
Gase Study: Sullivan’s Auto WorldProvide a reportf or Carol Sullivan-Diazo n how she might improvet heposition of the organisation. Your analysls can include both short andmedium-term policies. You shourld use service encounter and recovery,process( includingb lueprint)s, eryiceq ualitya nd services trategyc oncepts.指导美国ESSAY Analysiss hould be restrictedt o the nrateriali n the case.-fhereport workshould include both analysis and a series of recommendationst,h erecommendationcsa n includeb othc hangest o be made recommendationtoskeepp artso f the organisatiounn changed.Y ou mightf ind it usefult o treatt hesalesa nd serviced epartmenst eparatelyt,h isw ille nabley out o evaluateth emdifferentlyw hen requiredb y the differentf unctionsb ut also enable you tocomparet he two departmentws herer elevantto strengthenth e analysis.-l-herecommendationss hould be prioritiseda nd give where relevant anapproximatein dicationo f the timet heyw ouldt o taket o irnplementYour assignmensth ouldc riticallya ppraiseth e followinga reas:. servicee ncountera nd customers atisfaction. measuremenot f customers atisfaction. a flow chart for servicing. serviceq ualityo servicer ecoveryu singt he angrys howroomc ustomera s an exarnple. services trategyfo r the organisationYourA ssignmenst houldb e presenteda s WrittenR eportWord Limit 25AA WordsSullivan’s Auto WorldViewedf romW ilsonA venue,t he dealersl’ripr esenteda festives ight.Stringso f triangulapr ennantsin red,w hite,a nd bluef lutteredg ailyi n the lateafternoonb reeze.R owso f new modelc arsg leameda ndw inkedi n thesunlightG. eraniumsg racedt he flowerbedso utsidet he showroome ntranceA.huger otatings igna t the cornero f WilsonA venuea nd Route2 3 sportedt heFordl ogoa nd identifietdh e businessa s Sullivan’sA utoW orld.B annersb elowurged "Let’s Make a Deal!"Insidet he handsomeh, iglrc eilingeds howroomt,h reeo f the new modelFordsw ereo n display- a dark-blues tationw agon,a red convertiblea,n d awhiteT hunderbirdE. achw as polishedto a highs heen.T wo groupso fcustomersw erec hattingw iths alespeoplea,n d a middle-agemd an sat in thedriver’ss eato f the convertibles, tudyingth e controls.Upstairsin the comfortablfyu rnishedg eneralm anager’so ffice,C arolSufifv an-Diafzi nishedr unninga nothers preadsheeatn alysiso n the computer.Shef eltt ireda ndd epressedH. erfatherW, alterS ullivanh, add iedf ourweeksearlier at the age of 56 of a sudden heart attack. As executor of his estate, thebankh ada skedh erto temporarilay ssumet he positiono f generaml anagero fthe dealershipT.h e onlyv isiblec hangesth ats he hadm adet o herf ather’sofficew erei nstallingth e computear nd printer,b uts he hadb eenv ery busyanalyzintgh e currenpt ositiono f the business.Sullivan-Diazdindo t liket he looko f the numberso n the printoutA. utoWorld’sf inanciasl ituationh ad beend eterioratinfgo r 1Bm onthsa, nd it had#p#分页标题#e#beenr unningi n the redf orthe first halfo f the currenty ear.l \ew car salesh addeclinedr,e l’lectinhgi ghi nteresrt atesa nda turndownin the regionaleconomyM. arginsh adb eens queezedb y promotionas ndo there ffortst omoven ew carso ff the lot. Industryfo recastso f futures alesw erediscouraginga,n d so wereh ero wnf inanciapl rojectionfso rAutoW orld’ss alesdepartmentS. eruicer evenuesw, hichw ereb elowa veragefo r a dealershipo fthiss ize,h ada lsod eclineda, lthoughth e seruiced epartmenstt illm adeasmall surplus.Hads he had madea mistakela stw eek,C arolw onderedi,n turningdownB illF roelich’os ffert o buyt he business?lt wast ruet hatt he priceofferedh ad beens ubstantiallbye lowt he offerf rom Froelichth at her fatherhad rejectedtw o yearse arlierb, utt he businessh adb eenm orep rofitablethen.TheS ul l ivanF ami lyWalterS ullivanh adp urchasead smallF ordd ealershiipn 1971,renamedit SullivanA uto,a nd builti t up to becomeo ne of the bestk nowni nthe metroa rea.S ix yearsb ack,h e had borrowedh eavilyt o purchaseth ecurrents itea t a majors uburbanin tersectionin, an areao f townw ith manynew hor-rsindge velopments.Thereh asb eena dealerslliopn the site,b utt he buildingws ere3 0yearso ld.S ullivanh adr etainedth e servicea nd repairb ays,b utt ornd ownt heshowroomin fronto f them,a nd replacedit by an attractivem odernf acility.O nmovingt o the newl ocationw, hichw as substantialllya rgerthanth e old one,he had renamedh isb usinessS ullivan’As utoW orld.Everybodyh ads eemedt o knowW alt SurllivanH.e hadb eenaconsummatesh owmana nde ntrepreneuar,p pearingin hiso wnr adioa ndtelevisionc ornmercialasn da ctivei n cornnrurriatyf fairs.H isa pproachto carsalesh ade mphasizedp romotionsd,i scountsa, ndd ealsi n ordert o maintainvolume.H e was neverh appierth anw henm akinga sale.CarolS ullivan-Diaaz,g ed2 8,w as the eldesto f Waltera nd CarmenSullivan’tsh reed aughtersA. ftero btaininga bachelor’ds egreei n economics,she hadg oneo n to takea n MBAd egreea nd hadt hene mbarkedo n a careerin healthc arem anagemenSt.h ew as marriedto Dr. RobertoD iaz,a surgeonat St. Luke’sH ospitalH. erZ }-yearo ldt wins istersG, aila ndJ oannew, howerec olleges ophomoresli,v edw itht heirm other.As a colleges tudentS, ullivan-Diahza dw orkedp art-timein herf athersbusinesso n secretariaaln d bookkeepintga sks,a nda lsoa s a servicew riteri nthe serviced epartments:o shew as quitef amiliarwithth e operationso f thedealershipA.t businesss chools, heh add ecidedo n a careeri n healthc aremanagemenAt. fterg raduations,h e hadw orkeda s an http://www.ukassignment.org/daixieEssay/meiguoessaydaixie/executivea ssistanttothe presidenot f St. Luke’s,a larget eachingh ospitalT. wo yearsl ater,s hejoinedM etropolitaHn ealthP lan,a largeh ealthm aintenanceo rganization(HMO),a s assistandt irectoro f marketing- a positions he had now heldf or#p#分页标题#e#almostt l’rreey ears.H er responsibilitieinsc ludeda ttractingn ewm embers,complainht andlingm, arketr esearcha, nd memberr etentionp rograms.Carol’se mployerh adg ivenh era six-weekle aveo f absenceto put herfather’sa ffairsi n order.S hed oubtedt hats he coulde xtendt hatl eavem uchbeyondt he two weekss tillr emainingN. eithers he noro therf amilym emberswerei nterestedin makinga careero f runningt he dealershipH. owevers, hewas preparedto taket imeo utf romh er healthc arec areert o worko n aturnaroundif thats eemeda viablep ropositionS. he had beens uccessfuilnher presenjto b and believedit wouldn ot be difficultto finda notherh ealthmanagemenpt ositionin the future.The DealershipLikeo therc ar dealershipsS,u llivan’sA utoW orldo peratedb oths alesand serviced epartmentso, ftenr eferredto in the tradea s "fronte nd" and"backe nd,"r espectivelyH.o weverA, utoW orldd id not havea bodys hopf orrepairingd amagedb odyworkB. othn ewa nd usedv ehiclesw eres old,s inceahighp roportiono f newc ar andv an purchasesin volvedtr adingi n thepurchaser’esx istingv ehicleA. utoW orfdw oulda lsob uy low-mileagues edcarsa t auctionf or resale.P urchaserws ho decidedt hatt heyc ouldn ot affordanewc arwoLtldo ftenb uya "pre-ownedv"e hiclei nsteadw, hiles hoppersw hocamei n lookingfo r a usedc ar coulds ometimesb e persuadedto buy a newone.Thef ronte nd of the dealershipe mployeda salesm anagers, evensalespeoplea,n officer nanagera, nda secretaryO. neo f the salespeopleh adgivenn oticea ndw ouldb e leavinga t the end of the followingw eek.T heserviced epartmentw, henf ullys taffedc, onsistedo f a servicem anagera,partss upervisorn, inem echanicsa,n dt wo servicew riters.-[heSullivanfu vinsoftenw orkedp art-timea s servicew ritersf,i llingi n at busyp eriodsw, heno neof the otherw ritersw as sicko r on vacationo, r when- as currently- therew asan unfi lledv acancy.T hej ob entaileds chedulinga ppointmentfso r repairsa ndmaintenancew,r itinge achw orko rder,c allingc ustomersw ithr epairestimatesa, nd assistingc ustomersw hent hey returnedto picku p the carsand pay for the work thathad been done.Sullivan-Diakzn ewf rom hero wn experiencea s a servicew ritert hat itcourldb e a stressfrj-orlb . Fewp eoplel ikedt o be without heirc ar,e venf or aday.W hena car broked owno r was havingp roblemst,h e ownerw as oftennervousa bouth ow longi t wouldt aket o get it fixeda nd,i f thew arrantyh adexpiredh, ow mucht he labora nd paftsw ouldc ost.C ustomerws ereq uiteunforgivinwg hena problemw as notf ixedc ompleteloy n the firsta ttempta ndthey hadt o returnt heirv ehiclefo r furtherw ork.Majorm echanicafal iluresw eren ot usuallyd ifficultto repaira, lthoughthe partsr eplacemencto stsm ightb e expensivel.t was oftent he "littlet"h ingslikew aterl eaksa ndw iringp roblemsth atw eret he hardesttod iagnosea nd#p#分页标题#e#correcta, nd it mightb e necessarfyo r the custometro returnt wo or threetimesb eforea problemw as resolvedI.n theses ituationsp,a rtsa nd materialscostsw erer elativellyo w,b ut laborc ostsm ountedu p quicklyb, eingc hargedout at $40a n hour.C ustomersc ouldo ftenb e quitea busivey, ellinga t servicewriterso vert he phoneo r arguingw iths ervicew ritersm, echanicsa, nd theservicem anagerin person.Turnoverin the servicew riterjo b was high,w hichw as one reasonw hyCarol- and morer ecentlyh ers isters- hado ftenb eenp ressedin tos erviceb ytheirf athert o "holdt hef ort"a s he describedit . Moret hano nre, she hads eenan exasperatesde ruicew riters napb acka t a complainincgu stomero r hangup on one whow as beinga busiveo vert he telephoneG. aila ndJ oannew erecurrentlyta kingt urnst o covert he vacantp ositionb, utt herew eret imesw henbotho f themh adc lassesa ndt he dealershiph ado nlyo ne servicew ritero nd uty.By nationasl tandardsS, ullivan’As utoW orldw as a medium-sizeddealerships,e llinga round’ 1,100c arsa year,e quallyd ividedb etweenn ewand usedv ehiclesl.n the mostr ecenty ear,i ts revenuesto taled$ 23.1m illionfromn ewa nd usedc ars alesa nd $2.51m illionf roms ervice( includingp arts)-downf rom$ 26.5m illiona nd$ 3.12m illionr,e spectiveliyn, t he previousy ear.Althoughth e unitv alueo f car salesw as high,t he marginsw ereq uitel ow.T hereversew ast ruef or serviceI.n dustryg uidelines uggestedth att hecontributiomn argin( knowna s the departmentasle llingg ross)f romc ar salesshouldb e about5 .5 percenot f salesr evenuesa, ndf roms eruicea, round2 5percento f revenuesl.n a typicadl ealership6,0 percenot f the sellingg rosscamef roms alesa nd4 0 percenftr oms erviceT. he sellingg rossw as thenappliedt o fixede xpensess, ucha s administrativsea lariesr,e nto r mortgagepaymentsa nd utilities.Fort he mostr ecent1 2 monthsa t AutoW orld,S ullivan-Diahza ddeterminedth atthes ellingg rossf iguresw ere4 .6 percenta nd2 4 percent,respectivelyb,o tho f theml owert hani n the previousy eara nd insutficientotcovert he dealership’fsix ede xpensesH. erf atherh adm aden o mentiono ffinanciadl ifficultieasn ds he hadb eens hockedt o learnf romt he banka fterh isdeatht hatA utoW orldh adb eent wo monthsb ehindi n mortgagep aymentso nthe propertyF. urthera nalysisa lsos howedt hata ccountsp ayableh ad alsorisens harplyin the previouss ix months.F ortunatelyth, e dealershiph eldalargei nsurancep olicyo n Sullivan’sli fe,a ndt he proceedsfr omt his had beenmoret hans ufficientto bringm ortgagep aymentsu p to datea nd pay downa lloverdue accounts.The opportunitiefso r expandingn ewc ar safesd id nota ppearpromisingg, ivent he stateo f the economyH. oweverr,e centp romotional^ r – \incentivesh adr educedth e inventortyo manageablele vels.F romd iscussions#p#分页标题#e#with LarryW intersA, utoW orldss alesm anagerS, ullivan-Diahza dc oncludedthat costsc ouldb e reducedb y not replacingth e departings alesr ep,maintaininign ventorya t somewhalto werl evelsa, nd tryingt o makem oreefficienut seo f advertisinagn d promotionA. lthoughW intersd id not haveWalterS ullivan’es xuberanpt ersonalityh,e had beenA utoW orld’sl eadingsalesr ep beforeb eingp romoteda, nd hads howns trongm anagerialcapabilitieisr rl ‘risc urrentp osition.As she reviewedth e figuresf or the serviced epartmentS, ullivan- Diazwonderedw hatp otentiaml ighte xistf or improvingit s salesv olumea nd sellinggross.H erf atherh ad neverb eenv ery interestedin the partsa nd servicebusinesss, eeingi t simplya s a necessarya djuncto f the dealership."Customersa lwayss eemt o be miserableb ackt here,"h e hado nce remarkedto her." Buth erei n the fronte nd,e verybody’hs appywhens omeoneb uysanew car."-l-heservicef acilityw as not easilyv isiblef rom the mainh ighway,beingh iddenb ehindt he showroomT. he buildingw as old andg reasy,althoughth e equipmenwt as moderna ndw ell maintained.Customersw ere requiredt o bringc ars in for servicingb efore8 :30A M.Afterp arkingth eirc ars,c ustomerse nteredth e serviceb uildingb y a sided oorand waitedt heirt urn to see the servicew riters,w ho occupieda crampedroomw ith peelingp ainta nd an interiowr indowo verlookintgh e serviceb ays.Customerss toodw hilew ork ordersf ortheir carsw ere writtenu p by hando nlarges heets.R ingingte lephonesfr equentlyin terruptetdh e processF. ilingcabinetsc ontainingcu stomer ecordsa ndo therd ocumentsli nedt he far wallof the room.lf thew orkw ereo f a routinen ature,s ucha s an oil changeo r tuneu p,the customerw as givena n estimatei mmediatelyF. or more complexjo bs,theyw ouldb e calledw itha n estinratela teri n the morningo ncet he car hadbeene xaminedC, ustomersw erer equiredto picku p theirc arsb y 6:00 PM onthe day the workw as completedO. n severaol ccasionsC, arolh ad urgedh erfathert o computerizeth e servicew orko rderp rocess,b ut he had nevera ctedon her suggestions.-l-heservice manager, Rick Obert, who was in his late forties, had heldthe positions inceA utoW orldh ado peneda t its currentl ocation.-fheSullivanfarnilyc onsideredl’r imto be tecl’rrricasllkyi lled,a nd he managedth emechanicse ffectivelyH, owever,h is mannerw ith customersc ouldh e gruffand argumentative.Customer Survey ResultsAnothers et of datat hat Sullivan-Diahza d studiedc arefullyw eret heresultso f the customers atisfactions urveyst hat were mailedt o the dealershipmonthlyb y a researchfi rm retainedb y the FordM otorC ompany.Purchaserosf all new Fordc arsw eres enta questiorrnairbey mail#p#分页标题#e#within3 0 dayso f makingt he purchasea nd askedt o use a five-poinst calet ot-J2ratet heirs atisfactiowni tht he dealershipsa lesd epartmentv,e lliclepreparationa,n dt he characteristicosf the vehiclei tself.T he questionnaireaskedh owl ikelyth e purchaserwoulbde to recommentdh ed ealershipth, esalespersona,n dt he manufacturetor someonee lse.O therq uestionsa skedi fthe customersh ad beeni ntroducetdo the dealer’ss erviced epartmenat ndbeeng ivene xplanationosn whatt o do if theirc arsn eededs erviceF. inally,therew eres omec lassificatioqnu estionsre latingto customedr emographics.A seconds urveyw as sentt o newc ar purchasersn inem onthsa fterthey had bought heirc ars.T hisq uestionnairbee ganb y askinga boutsatisfactionw itht he vehiclea nd thena skedc ustomersif they hadt akent heirvehiclesto the sellingd ealerfors erviceo f any kind.l f so, respondentws erethen askedt o ratet he serviced epartmenot n 14 differenta ttributes- rangingfromt he attitudeso f servicep ersonnetlo the qualityo f the workp eformed -and thent o ratet heiro veralls atisfactionw ith servicef romt he dealer.Customerws erea lsoa skeda boutw heret heyw ouldg o in the futuref ormaintenancsee rvicem, inorm echanicaaln d electricarle pairsm, ajorr epairsinthoses amec ategoriesa, nd bodyworkT. he optionsl istedf or servicew eresellingd ealera, notherF ordd ealer," someo therp lace"o r "do-it-yourself’.Finallyt,h erew ereq uestionsa bouto veralsl atisfactiown itht hed ealers alesdepartmenatn dt he dealershiipn generala, s wella s the likelihooodf theirpurchasinagn otherF ordM otorC ompanyp roducta nd buyingit fromt he samedealership.Dealersr eceivedm onthlyr eportss ummarizingc ustomerr atingso ftheird ealershipfo r the mostr ecentm ontha nd for severalp reviousm onths.To providea comparisonw ith howo therF ordd ealershipsp erformedt,h ereportsa lsoi ncludedr egionaal nd nationarla tinga veragesA. ftera nalysis,completedq uestionnairewse rer eturnedto the dealerships;i ncet heseincludede achc ustomer’sn ame,a dealerc oulds eew hichc ustomersw eresatisfieda nd whichw ere not.In the 30-days urveyo f newp urchasersA, utoW orlda chievedb etterthana verager atingso n mostd imensionsO. nef indingw hichp uzzledC arolwas that almost9 0 percento f respondentas nswered" yes"w hena skedi fsomeonefr omA utoW orldh ade xplainedw hatt o do if they neededs ervice,but lesst hana third thatt heyh adb eeni ntroducedto someonein the servicedepartmentS. he resolvedto ask LarryW intersa boutt hisd iscrepancy.The nine-montshu rveyf indingsd isturbedh er.A lthoughv ehicler atingswerei n linew ithn ationaal veragest,h e overalll evelo f satisfactiowni thservicea t AutoW orldw as consistentllyo w, placingi t in the bottom2 5 percentof all Ford dealerships.#p#分页标题#e#The worstr atingsf or servicec oncernedp romptnesso f writingr -rporders,c onveniencoef schedulintgh ew ork,c onveniencoef serviceh ours,anda ppearanceo f the serviced epartrnenOt. rrl engtho f timet o completeth ework,a vailabilitoy f neededp arts,a ndq ualityo f workd one ("wasi t fixedright?")A, utoW orld’sr atingw as closet o the average.F or interpersonal=avariabless ucha s attitudeo f serviced epartmenpt ersonnelp, oliteness,understandinogf customerp roblemsa, nd explanationo f workp erformedi,t sratingsw erer elativelyp oor.WhenS ullivan-Diarze viewedth e individuaql uestionnairesh, ef oundthatt herew as a wided egreeo f variationb etweenc ustomersr’e sponseso nthesei nterpersonaval riablesr,a nginga ll the way acrossa S-poinst calef rom"cornpletelsya tisfiedt"o "veryd issatis’liedC."u riouss, he hadg onet o theservicef ilesa nde xaminedth e recordsfo r severadl ozenc ustomersw ho hadrecentlyc ompletedth e nine-monthsu rveysA. t leastp arto f the ratingsc ouldbe explainedb y whichs ervicew riterst he customerh ad dealtw ith.T hosew hohad beens ervedt wo or moret imesb y her sisters,f or instanceg, ave muchbetterr atingsth ant hosew ho hadd ealtp rimarilyw ithJ im Fiskellt,h e servicewriterw ho hadr ecentlyq uit.Perhapsth e mostw orryingr esponsesw eret hoser elatingtocustomersl’i kelyu se of AutoW orld’ss erviced epartmenitn thef uture.M orethan halfi ndicatedth att heyw ouldu se anotherF ordd ealero r "someo therplace"fo r maintenancsee rvice( sucha s oil changel,u be,o r tuneup)o rforminorm echanicaaln d electricarle pairsA. bout3 0 per centw ouldu se anothersourcef or majorr epairsT. he ratingf or overalls atisfactionw itht he sellingdealera ftern inem onthsw as belowa veragea ndt he customer’sli kelihoodo fpurchasinfgr omt he samed ealershipa gainw as a full pointb elowt hato fbuying another Ford product.An Unwelcome DisturbanceSullivan-Diapzu sheda sidet he spreadsheetssh e hadp rintedo ut andturnedo ff the computerl.t was timet o go homef or dinner.S hes awt heoptionsf or the dealershipa s basicallytw ofold:e itherp repareth e businessfo ran earlys alea t whatw oulda mountt o a distressp rice,o r takea yearo r twot otry to turn it aroundf inanciallyI.n the latteri nstancei,f the turnaroundsucceededt,h e businessc oulds ubsequentlbye solda t a higherp ricet hani tpresentlcyo mmandedo,r thef amilyc ouldi nstalal generaml anagetro runt hedealershifpo rt hem.BillF roelicho,w nero f a Lincoln-lVercudreya lershiapb out2 milesaway,h ad offeredt o buyA utoW orldf or a pricet hat representeda fairvaluationo f the neta ssets,a ccordingto AutoW orld’sa ccountantsp,l us$125,000in goodwillH. owevert,h e ruleo f thumbw hent he autoi ndustryw asenjoyingg oodt imesw as thatg oodwilsl houldb e valueda t $’1,000p er vehicle#p#分页标题#e#sold each year.As Caroll efth ero ffice,s he spottedth e salesm anagerc omingu p thestairsl eadingfr omt he showroomfl oor." Larry,s" he said," l’veg ot questionfo ryou"."Firea way!"r epliedth es alesm anager."l’veb eenl ookinga t the custornesr atisfactiosnu rveys.Whya ren’to ursalesr epsi ntroducinnge wc ustomersto the folksi n the ServiceD epartntent?It’ss upposedlpy arto f our salesp rotocolb, ut it onlys eemst o be happeningabouto ne-thirdo f the time?"LarryWinterss huffledh isf eet.’ Well,C arol,b asicallyI leavei t to theirdiscretionW. e tellt hema bouts erviceo, f course,b uts omeo f the guyso n thefloorf eel a bit uncomfortabltea kingf olkso vert o the serviceb aysa ftert hey’vebeeni n here,i t’sq uitea contrasti,f you knoww hat I mean."Suddenlyt,h e soundo f shoutinga rosef romt hef loorb elow.A mano fabout4 0, wearinga windbreakear ndj eansw as standingin thed oorwayyellinga t one of the salespeopleT.h e two managersc ouldc atchs natcheso fwhat he was saying,in betweenv ariouso bscenities":. ..threev isits.. . stilln otfixedr ight.. . services tinks.. . who’s in chargeh ere?"E verybodye lse in theshowroom had stopped what they were doing and had turned to look at thenewcomer.Winterslo okeda t hisy ounge mployear nd rolledh ise yes." lf therew assomethingy ourd adc ouldn’st tand,i t was guysl iket hat,y ellinga ndscreamingin the showrooma nd askingf orthe boss.W altw ouldg o hideo ut inhis office! Don’t worry. Tom’ll take care of – that fellow and get him out of here.What a jerk!""No,"s aidS ullivan-Dia"zl,’ lld eafw ithh im.O net hingI learnedw henIworkeda t St. Luke’sw ast haty ou don’tl et peopley ella boutt heirp roblemsinfronto f everybodye lse.Y ou take themo ff somewherec, almt hemd own,a ndfindo ut what’sb uggingth em."She steppedq uicklyd ovunth e stairsw, onderingto herself", Whate lsehaveI learnedin healthc aret hat I cana pplyt o thisb usiness?"(LovelocCk .H.( 1992)M anagingS eruicesP, rentice-Ha1ll9, 92.)p p 122-126.Assessment100%I ndividuaCla seS tudySullivan’As utoW orldProvidea report for Carol Sullivan-D iaz on how she might improvet heposition of the organisation. Your analysis can include both short andmedium-term policies. You should use service encounter and recovery,process( includingb lueprint)s, erviceq ualitya nd services trategyc oncepts.Analysiss hould be restrictedto the materiali n the case.-l-hereport workshouldi ncludeb oth analysisa nd a serieso f reconrmendationsY. ou mightfind it usefult o treat the sales and serviced epartmenst eparatelyt,h is willenable you to evaluate them differently when required by the differentfunctionsb ut alsoe nabley out o comparet he two departmentws herer elevant#p#分页标题#e#to strengthenth e analysis.T he recommendationssh ouldb e prioritiseda ndgive where relevanta n approximatein dicationo f the time theyw ouldt o taketo implement.Youra ssignmenst houldc riticallay ppraiseth e followinga reas:o the servicee ncountear nd customers atisfactiono measuremenot f custornesr atisfaction. a flow chart for servicingo serviceq uality. servicer ecoveryu singt he angrys howroomc ustomera s an example. services trategyfo r the organisationWord Limit 2,500.Assessment CriteriaYours ubmissionsh ouldp ossessth e followingq ualities:. Submittedo n time. Comply with the word count limits. Displaye videnceo f understandinogf relevants erviceo perationsconceptst,h eoriesa ndi ssues. Demonstratcer iticaal pplicatioonf the above. Demonstrateco llectiona nd soundu se of relevanitn formationfr omthe case (e.9. objectiver ather than descriptivea nalysisw hich指导美国ESSAYilluminateiss sr.res). Providea coherenat nds tructulreadr gumento Conclusions/recommendatiosnhso r-rldb e well supported andsr.rbstantiated. Demonstratep,r ofessionaqlu alitys r-rbmissioann d presentation. Providee videnceo f general reading (accurater eferencinga ndbibliography).
