Service management

The assignment needs to be prepared individually.

1. Video – link: http://www.viddler.com/embed/3196f19e/?f=1&player=arpeggio&secret=79362396&make_responsive=0

This video presents an overview and interviews describing the service specialization of St. Alexius, a Chicago based hospital, particularly their paediatrics and paediatric emergency systems. Identify and explain the improvements made in daily operations of the hospital. Explain in details such concepts as:

1) strategic planning and process analysis, 2) layout design, 3) quality and safety monitoring and tracking, 4) work design,5) staff training

to provide better specialty care and emergency treatment for acute child patients.

2. Video – link: https://www.viddler.com/embed/dac415ff/?f=1&player=arpeggioa) Comment on the situation as the owner of the restaurant. Analyze the service organization, culture and personnel empowerment. How would you qualify the service provided by the waitress? What are the qualifiers to consider the restaurant as a service winner or the service looser?b) Provide a general overview of the Diagnosing service design. Describe “Winning Customers in the Marketplace: customer attraction, customer satisfaction and customer loyalty” peculiarity based on the video case.

Formalities:

• Wordcount: 2000 words • Cover, Table of Contents, References and Appendix are excluded of the total wordcount.• Font: Arial 12,5 pts.