Examine and document the process for one of the services cases studies provided. Redesign the service and discuss the impacts on process execution, orchestration and choreography. Discuss the business process compliance monitoring and resolution issues.
Service organisations operate in a process-environment for creating value, but often don’t recognise the underlying process flows in terms of throughput (capacity), queue build-up, and process flow time (responsiveness). As such service value management and the understanding of service processes and associated dynamics has lately become a strategic driver for developing and/or maintaining a sustainable competitive edge. The area of services science is very quickly evolving, and students need to expose themselves to the latest developments in this field.
ln this context, each individual chooses one of the HBR cases provided in class (Max of 4-5 students per case will be allocated and HBR case allocations will be on first come first basis and will be emailed to you).
You are asked to choose anyone of the HBR cases provided to you. As a basic requirement you will provide a mapping of the existing service offering, the open service eco-system, and the Service Strategy tr¡ad d¡mensions to develop a deep and practical understanding of the service offering in question along with value creation, human capital resource requirements, and associated customer experiences through selection and application of appropriate approaches/tools such as the process mapping, business model canvas, customer journey maps, and designing blueprints of services for ensuring sustainable service business operations. Æ part of this you will evaluate, analyse and discuss the service organisation and its offering and propose a solution to the problem identified in the case study through demonstrating the impacts on process execution, orchestration and choreography. ln this analyses please note any changes that may have occurred in the past 5 years of the business operation, eg. deployment of new technology to deliver services such as lol cloud computing, big data for analytical and predictive analysis, adoption of new business model, transforming to online services from traditional services etc. Your recommended solution should take a systemic approach and should propose a disruptive business model underpinned by digital transformation as a must, possibly using the business model canvas. Subsequently, you will map the underlying service processes using blue print or other relevant process mapping techniques learnt demonstrating how technology has enabled the new service offering at various touchpoints of interaction either with the employee, customer or the organization delivering the service.
ln accessing your information you can refer to the company’s website or any other published information relevant to the assignment. lt will also be beneficial to use the available academic Assessment Task 1: Process Analysis (lndividual) Objective(s): o This addresses subject learning objective(s) 1-4 o This assignment addresses program learning objective 3.1 sF ÀsJcssñefü 23 UNIVERS{TY ÉF TÉCHNULD6T SYÜMEY literature to establ¡sh any industry or sector trends, and have academic robustness in your arguments. The essay is 2500 Words lnclusive of References.
Assessment marking criteria for the process analysis includes (1) relevance of your answer to the question or task set including all technical details asked for, (2) clarity of expression, (3) clearly documented analysis and methods used, (4) citations beyond the given subject material, (5) logical planning and sequence, and (6) appropriate written presentation of the work including drawing process maps etc. ensuring learning objectives are attained. See Marking Criteria rubric sheet on utsonline based on which marks will be allocated and feedback will be provided.
