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MoS assignment

Select a service organization that you can visit and understand. Select a service delivery process of this
organization. Draw a blueprint for this service delivery process, clearly delineating various interactions,
employee and customer roles, and processes involved (as they exist now). The blueprint can be drawn
for the entire service delivery process or for a part of it.

Also answer the following questions:

1. Explain the existing loopholes in the service delivery process that may be impacting service quality.
How can the organization remove these loopholes (change the service blueprint to necessitate the
changes)?

2. Is service quality defined by customer driven standards or arbitrary understanding by the


management?

Please mail me the completed assignment latest by 7th February, 2011 by 2 p.m.
(n.meenakshi.n@gmail.com) There will be extensions for this deadline. If the assignment is not received
in the stipulated time, you will be marked zero. The assignment carries 15 marks in the internal
assessment. This assignment is common for everyone in the batch who has opted for MoS irrespective of
whether he is working or not. 
 
Regards,
Meenakshi

Regards,
Meenakshi

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