conduct a service project consisting of a) a Walk-through-Audit or b) a Design of a New Service. A project proposal (one paragraph e-mail) is due for approval with a bullet outline (or draft WtA questionnaire).
The Walk-through-Audit (WTA) Project involves selecting a service in which you prepare an audit questionnaire used by management to evaluate the service from the perspective of a customer. A WtA of the Helsinki Museum of Art and Design can be found in the text.
It is necessary to highlight that the questionnaire for the WtA, which is included in the textbook, cannot be used as part of your final project; this document MUST be used as a reference. Students must create their own questionnaire applied to the business structure that has been selected for this audit. A copy of the audit questionnaire, statistical analysis of the responses, and the gaps between management’s perceptions and customer responses are expected in the project.
