Write a Report

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In Singapore context: Company Name ( NTUC Fairprice supermarket) a. Provide a brief company background of the organisation. Discuss the implications of the vision or mission statement on the service operations of the chosen organisation. b. Identify and discuss the type of layout utilised and explain the service flow in the frontline through a service blueprint. Explain the possible ‘risks points’ in the service flow. (i) the layout/ floor plan and (ii) a service blueprint to depict the service process, the points of customer contact for the function observed.) c. Identify and explain quantitative and qualitative performance measurements to reduce variability in the service process of the frontline, for the function observed. ( 3 relevant quantitative and 3 qualitative measures should be provided.) d. Analyse and critique the servicescape observed. Discuss its influence on customer perceptions of quality and provide suggestions for improvement. e. Identify the basic service requirements and suggest ways to improve customer satisfaction, either with minimal cost incurred or with tangible investments (or both where relevant). f. Capacity Management: – Identify the type of demand faced (include discussions on the peak periods). – Identify the key resources in the service operation observed. – Identify possible capacity management challenges faced and propose capacity management strategies applicable to the service operation. – Recommend appropriate suggestions to balance demand against the resources. g. Appendices (if any)

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项目 ID: 12797499

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