FACULTY OF BUSINESS AND LAW

ACADEMIC YEAR 2021/22

Component A: Individual Written Assignment Brief

Module Code: UMMDP4-15-2

Module Title: Service Operations

Submission Deadline: Thursday 5th May 2022 (14.00 hours) *

Assessment Component: Component A: Individual Written Assignment

Assessment Weighting: 100% of the total module mark

Marking and feedback deadline: Officially the 20-working day turnaround is 7th June 2022 (due
to the Bank Holidays – we have an extra one this year due to
the Jubilee).

*All times are 24-hour clock, current local time (at time of submission) in the UK

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 Assignment Instructions

Component A – Individual Written Assignment Brief

Task
You will complete a 3000-word individual written report which provides evidence of your learning
throughout the module.

We cover 9 core topics throughout the Service Operations module, all of which provide insight into
the practical world of Operations and Operations Management and how operations connect with
other areas such as Marketing, Strategy, Human Resource Management, Finance and more.

For your assignment you will be asked to apply several topics covered in the module to a case study.
Due to the module Learning Outcomes, you must include Topic 6 - Service Quality and People in
Operations. However, you may then choose two other topics to apply to the case study from a list
of three.

Compulsory Topic
Topic 6: Service Quality and People in Operations

Optional Topics (please select two from the three listed below)
Topic 3: Capacity and Demand

Topic 4: Service Design and Technology

Topic 5: Supply Chains and Sustainable Operations

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Assignment Structure
The assignment is in the format of a report, so you do not require an introduction or conclusion for
the report overall. The report should comprise of three sections, each should be approximately 1000
words. You may wish to provide a brief introduction and summary / conclusion within each section
of the report, but please try to keep these succinct as the focus should be on the content, theory,
and addressing the task(s).

The first page (cover sheet) should include: title of the assignment, module name, your student
number, and word count. Please do not use artwork for the cover sheet as it increases the file size
and may cause difficulty in uploading it. You do not need a table of contents. Please see page 7 of
this document for more detail on formatting.

The content of each section will depend on which of the three optional topics you select. An
overview of what should be included for each topic has been provided below.

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Topic 3: Capacity and Demand

If you choose to apply this topic to the case study you will need to consider capacity strategies,
capacity constraints, and managing capacity and demand. The proposed structure for this section
would be…

• State which of the capacity strategies outlined in the lecture would be the most suitable for
The Coconut Tree’s new restaurant / bar and explain why.
• What would be the main capacity constraints outlined in the lecture that the restaurant /
bar may need to consider?
• What recommendations would you make to ensure the new restaurant / bar can balance
capacity and demand?

Topic 4: Service Design and Technology

If you choose to apply this topic to the case study, you will need to consider process types and the
Servicescape model. The proposed structure for this section would be…

• Using examples, consider the three main process types for services, state which would be
the most suitable for The Coconut Tree’s new restaurant / bar and why?
• Consider the three environmental dimensions of the Servicescape. What recommendations
would you make to ensure the new restaurant / bar creates an appropriate Servicescape*

*If it helps, you may create a diagram to demonstrate these recommendations (any diagrams do
not count towards the word count).

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Topic 5: Supply Chains and Sustainable

If you choose to apply this topic to the case study, you will need to consider how the Triple Bottom
Line could be utilised to help make decisions with procuring materials and ensuring the operational
processes are sustainable as possible.

• Consider and explain how the Triple Bottom Line can be utilised by The Coconut Tree to help
make decisions around operational activities that drive performance above and beyond
financial returns.
• What recommendations would you make to ensure the company minimises costs (Economic
focus), minimises their impact on the environment (Environment focus), and addresses
social issues (Social focus)?

Topic 6: Service Quality and People in Operations (Compulsory)

This topic is compulsory – therefore, you will need to consider the importance of service quality to
the Coconut Tree’s new restaurant / bar and how the firm can utilise the RATER dimensions to
deliver high service quality.

• Consider the concept of service quality and provide an overview of what it is and why it’s
important.
• Based on the five RATER dimensions, what recommendations would you make to ensure the
new The Coconut Tree’s restaurant / bar can deliver high service quality.

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Marking Criteria

The following criteria will be used in evaluating this assessment:

KNOWLEDGE AND UNDERSTANDING OF THE CORE THEORETICAL CONCEPTS (30)

APPLICATION OF THE CORE THEORETICAL CONCEPTS (30)
RECOMMENDATIONS (30)
LITERACY / WRITING STYLE (5)
REFERENCING (5)

Please note, a detailed marking grid can be found on BlackBoard.

Formative Feedback and Support

Formative feedback provides opportunities to reflect on your ongoing work and preparation for
your assignment. Formative feedback and support to your assignment will be available through the
tutorials, drop-in sessions, and a timetabled coursework support session.

Although this is a self-directed independent piece of work, you will have plenty of support on the
module. In addition to the above, we will also have regular video updates and BlackBoard
announcements.

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Formatting
Please use the following file format(s) .doc or .pdf

We cannot ensure that other formats are compatible with markers’ software – it is YOUR
responsibility to ensure the reader / marker can open the file. Please do check this once yu have
submitted.

• All work should be typed in 12-point font Arial, Calibri, Tahoma, or Times New Roman and
1.5 or double spaced.
• The first page (cover sheet) should include: title of the assignment, module name, your
student number, and word count. Please do not use artwork for the cover sheet.
• Use a clear heading format but use headings sparingly.
• All citations in the main body of the report should be included in the reference list at the end
of the review in the UWE Harvard style. This should be in alphabetical order.
• Any diagrams / tables do count towards the word limit.
• Avoid appendices – you shouldn’t need them. Do not use appendices to try to expand the
word-count.
• All pages must be numbered and show your student number.
• The assignment should be proof-read and spell-checked. Typographical and spelling errors
will reduce your marks.
• The assignment MUST be submitted as a .doc or .pdf file.
• We will use the electronic submission to check your work with plagiarism detection software.

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Word Limit
There is a MAXIMUM word limit for this component of 3000 words.

As this is a written report and not an essay, you DO NOT need to include an introduction and
conclusion. Instead, each section will be structured with a clear start, middle, and end (see above
for further guidance on this).

• Whilst it is up to you to decide how to allocate the 3000 words of the assignment, we strongly
suggest you utilise approx. 1000 words for each section, this ensures you can discuss each
topic in adequate depth.
● There is no +/- 10% on word count and anything after the maximum word count will not be
marked, in line with UWE Bristol’s Word Count Policy.
● This word count includes everything expect the end list of references and any diagrams /
tables.
● There is no direct penalty for exceeding the word count, but the marker WILL stop reading
once the maximum word limit has been reached and nothing further will be considered in
the allocation of marks.

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Referencing and Assessment Offences
Please ensure you reference all sources used when developing your assessment, using the UWE
Harvard system. Failure to properly reference your work to original source material can be grounds
for the assessment offence of plagiarism and may result in failure of the assessment or more serious
implications. Further guidance on correct referencing is available on UWE’s Study Skills referencing
pages.

UWE’s Assessment Offences Policy outlines potential offences and it is your responsibility to
understand this policy and avoid potential offences. Details of what constitutes plagiarism and how
to avoid it can be found on UWE’s Study Skills pages about avoiding plagiarism.

Text-matching software (e.g. SafeAssign) is used to check every submission against other
submissions made at the same time, previous submissions to UWE and other universities, and
internet sources. We may also manually search for matches. When submitting your work, you will
be required to confirm that the work is your own.

It is an assessment offence to:

- copy work from any source, including your own previous assessments, and present it as
your own work for this assessment, or to provide your own work to others
- to work with others on the assessment in any way, or for anyone to make amends on your
work (including proof-readers, who may highlight issues but not edit the work)
- change individual words but keep, essentially, the same sentences and/or structures from
other sources: this will be detected by text-matching software. Please write in your own
words and style to convey your own learning.

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Instructions for Submission
You must submit your assignment before the stated deadline by electronic submission
through Blackboard. Notification that the electronic submission portal is open for your assignment
is displayed (usually two weeks before the submission date) in the Coursework tab in myUWE, the
Assignment link in Blackboard and via an announcement in the Blackboard course.

Please allow sufficient time to upload your assignment, as the system becomes busier and slower
as the deadline approaches. Only your final upload will be counted. Ensure all your information is
submitted at one attempt to avoid overwriting your intended submission. Always check and retain
your receipts.

Submissions of coursework by any other method (including a paper copy, on disk or by email) are
NOT permissible for this module.

Before submitting your work, please ensure that:

• You have proof-read your work thoroughly to ensure your work is presented appropriately
• You have addressed all the required elements of the assessment
• You have referenced in accordance with the guidance provided
• You have addressed each of the marking criterion
• The submission is in the correct format

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Final Feedback and Marks
Students will normally receive marks and feedback on their submission within 20 working days of
the submission deadline (not including public bank holidays or university closure days). Any delay in
returning students’ work will be communicated by the module leader via Blackboard.

Feedback on this module is not limited to the written comments you will receive on individual
written assessment submissions.

Feedback and marks for this module will be available by the date specified at the top of this
document.

Further Guidance and Support

There are a number of sources of support to improve your study skills, including:
● The UWE Library Study Skills pages – for online support and bookable workshops
● The Faculty of Business and Law’s Academic Success Centre for bookable workshops
● Guidance on using UWE’s Library.

For further guidance on UWE assessment regulations and terminology see UWE’s Academic Advice
pages.

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Personal Circumstances
If you are experiencing difficulties in completing a piece of assessment on time due to unexpected
circumstances (for example illness, accident, bereavement), seek advice from a Student Support
Adviser at the earliest opportunity. Appointments can be made via an Information Point or online
via the Student Support Pages.

Student Support Advisers can advise as to whether you should apply for ‘Personal Circumstances
(PCs)’, how to do so and what evidence is required to support the application. Further details on PCs
can be found on the Student Support Pages.

The module leader cannot grant personal circumstances or extension.

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