subject : service management

1. Challenge: “To design a new successful service for an existing company”.
   Applying the theory learned in class (units 3 and 4); students will develop a service design project.
   The main objective will be designing a new service and experience economy strategy for a company under their choice. Students will analyze and fix some specific objectives and elements to be considered, in order to define a service strategy and design a new managing service operations and the customer experience relations and protocol procedures.
   The results and conclusions obtained will be presented in class with a poster and submitted as a report, by following the points and contextual information exposed below. 
2. Expected table of contents – task points to be included in the poster and the report: REPORT: 

• a)  Introduction: company profile and description. 
• b)  Research procedure:
  ✓ Market research: competitors. ✓ Service SWOT analyze.
  ✓ Fix the customer profile. 
• c)  Definition of the main general and specific objectives. 
• d)  Definition of the design of the service and the customer service experience strategy. 
• e)  Main results and conclusions. 
• f)  References & Appendix 

POSTER:

In order to share the results and conclusions obtained during Task 2, students will create and design a “poster” to present in class. The poster must include the most relevant information of the report and results.

3. Objectives of the task: Students will learn how to create and design the procedure to define a successful service and experience management strategy; understanding the market needs and trends, as well as the importance of the customer relations management during the design process.

Formalities:

• Wordcount: 2000-2500 words (written report) + poster (1 page format). 
• In report: cover, Table of Contents, References and Appendix are excluded of the total wordcount. 
• Font: Arial 12,5 pts. 
• Text alignment: Justified. 
• The in-text References and the Bibliography have to be in Harvard’s citation style. 
• Documents (Poster and report) must be submitted in PDF format.