英国 assignment 代写 Service Management

英国 assignment 代写 Service Management

Service Management Hong Kong Student Study Guide Authors: Simon Chiu, Stephen Taylor & Ros Sutherland The Business School www.napier.ac.uk/business-school 2016 Edition The module material has been written and developed by S. Chiu, S. Taylor & R. Sutherland • The Business School • Edinburgh Napier University First published by Edinburgh Napier University, Edinburgh, Scotland © 2016. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means – electronic, electrostatic, magnetic tape, mechanical, photocopying, recording or otherwise – without permission in writing from Edinburgh Napier University, 219 Colinton Road, Edinburgh, EH14 1DJ, Scotland. Contents 1  Welcome to Service Management  1 1.1  What is the module about?  2 1.2  Aims and learning outcomes  2 1.3  Studying this module  3 1.4  Student learning guidelines  3 1.5  Teaching and learning style  4 1.6  Assessment 5 1.7  Study time  5 1.8  Communication during the module  6 1.9  Lecture & workshop programme of study 6 1.10 Keeping in touch and staff contacts  8 1.11 Assessment: Part One  8 1.12 Assessment: Part Two  10 1.13 Assessment criteria for the module assignment marking  12 2  Further Reading and Other Resources 15 3  Assessment Guideline  17 3.0  Sample assignment topic 17 3.1  Guidance notes on the coursework assignment  17 3.2  Guidance notes for report writing  17 3.3  Plagiarism  21 3.5  Module examination guidance 22 1 Welcome to Service Management Service Management Student Study Guide Welcome to Service Management Hello and welcome to Service Management. My name is Simon Chiu and I am the leader for this module. This module will be delivered by your local lecturer/tutor Francis Leung in partnership with School of Continuing and Professional Education City University of Hong Kong with effect from the end of May 2016. This student guide has been developed to help as you attend the lectures and tutorials in Hong Kong. I have also drawn up guidance for the coursework assignment and I shall prepare your final examination and a workshop will be given to support you by the local tutor. The module will commence with a series of lectures in January 2016. Thereafter, you will be supported in your studies by your local lecturer/tutor who will deliver all the lectures and tutorials. If you have any queries as you work through this module you should direct these in the first instance to the local tutor or the local Programme Administrator (full contact details are provided in section 1.6). Wishing you good luck in your studies and I hope that you will enjoy this module. Simon Chiu Business School Edinburgh Napier University 1 2 Welcome to Service Management Service Management Student Study Guide

英国 assignment 代写 Service Management 1.1  What is this module about The module provides a foundation of knowledge, application of skills and understanding of service. The module covers the following topics:   The nature of services, service encounter, service design, service delivery systems and processes   Service quality and service experiences   The nature of operations management   The principles of managing capacity   Pricing and revenue management as a means to control demand and supply   Control and Evaluation in services   Contextualisation of the principles of service operations management within service industry. 1.2  Aims and learning outcomes This module aims to provide students with the knowledge and skills necessary for service management. Throughout it will emphasise the characteristics of service and the implications for managing in this sector; where appropriate concepts and techniques will be drawn from HRM, Marketing, Operations Management and their value emphasised. The concept of service will embrace with manufacturing and service organisations, public and private, large and small. You will learn that service management offers up unique challenges not least of which is the management of people (employees and customers) in the provision of service quality and the evaluation of service performance.   An understanding of the characteristics of service encounters and their management implications   Knowledge and understanding of principles of revenue management and their implications on service management At the end of this module, students should be able to:   Critically reflect upon the nature and challenges of service management.   Analyse the role of, and relationships between HRM, Operations and Marketing in the provision of service.   Apply the concept of service across a range of situations/contexts. 3 Welcome to Service Management Service Management Student Study Guide   Apply a range of tools and techniques necessary for delivering and evaluating service performance.   Demonstrate knowledge and understanding of contributions from classical and contemporary thinking in services.   Interpret services management scenarios using case study/scenario approach within a timed framework 1.3  Studying this module This student study guide has been written to support you as you attend the lectures and tutorials in Hong Kong. You will be supported in your studies by your local lecturers/tutors who will take lecture/tutorial sessions. Any questions should be raised at the weekly tutorials. Equally important, we expect you to make a contribution to the classes. Your contribution is important not just for your own learning, but provides stimulus for the learning for the whole group. In addition, it provides ideas for the ongoing development of the module. Therefore, we are all part of a team to ensure the successful delivery of the module. As regards the structure and content of this module there are a number of points that I would like to make. Firstly, this module will be introduced by your local lecturer/tutor and they will deliver the lectures and tutorials during the end of May to September, 2016. A copy of the slides which they will use during these lectures will be provided to you via Moodle. An outline of the tutorial programme is given in 1.9. A pre-exam revision session will also be delivered by her during the tutorial programme. 1.4  Student learning guidelines This module aims to introduce the student to the nature of service management in a lecture programme of 12 x 2 hour lecture (every week), 12 hours Case Study/practical sessions/assignment workshop/exam workshop. Students are expected to attend all classes, and do the activities and reading suggested. There will be preparation for classes. Please make sure you do this preparation otherwise it could hold everyone else back. Often the preparation is in the form of thinking about your own knowledge and it will involve with discussing with other students in the group and sharing experiences or making a few notes from various sources to bring along to the class. You should have time to do this as according to the module descriptor ‘student centred learning’ amounts to an average of approximately 7 hours of self-study per week, including preparation for lectures, tutorials and assessments. 4 Welcome to Service Management Service Management Student Study Guide It is also expected that students will be able to integrate concepts from other areas of the course into their studies for this module and vice versa. Students are encouraged to bring their own ideas along to the classes and to raise points of interest: time will be found in the classes to explore these. 1.5  Teaching and learning style The module is based around a student open learning system. Students will be expected to prepare for each seminar/tutorial, this is based upon approximately one reading every week i.e. case studies, research papers or chapters from core text etc. Students will be issued with module pack in the first week and all other readings will be given in advance to students or they will be guided towards an appropriate reference. All material will be available in advance for preparation purposes. It is essential that students purchase or have access to the core text. The report, is about ‘separation of issues’ and ‘application and evaluation of theory’ in order to test students reflective thinking ability. This assignment is based upon learning outcomes of 1 to 5 of the module. Please note, this assessment is an individual assignment, and the university plagiarism policy will be strictly enforced. The second assessment is a written examination, two questions must be answered from the list of four. At the examination the students are given questions relating to the theories from the study of this module which they have to complete in 2 hours. This assessment addresses learning outcomes 1 to 5. The tutorials are designed to promote discussion from the lecturing materials in order to develop reflective and analytical skills and meanwhile to prepare the examination. Due to the nature and level of this module, it is very important that students come to the workshop prepared i.e. case studies and readings etc. If students have not prepared for the workshop, students will be excluded, as all students must begin at the same learning point. Students, who have not done the preparation, will have to undertake the tutorial work under their own guidance or may have the opportunity to join another tutorial group in discussion with the module leader. 5 Welcome to Service Management Service Management Student Study Guide 1.6  Assessment Students will be assessed in this module by coursework and examination. Coursework Students are required to write a 3,000 (no less than 2,500 words) words report from a given topic. The report must be Harvard referenced with a bibliography containing the range of research material. The total mark is scaled to 50% of the final module mark. Examination This is a formal invigilated examination. Students will be required to attempt 2 essay type questions from 4 and each question carries equal marks. Assessment Assessment Method  Weighting  Submission/Exam Date Research Report  50%  19 August 2016 (week 12) Exam  50%  11 September 2016 ( Week 16) 1.7  Study time From the beginning of each Module students will have 12 weeks in which to study the subject matter, attend lectures and tutorials, prepare their assignment and prepare for the Module examination. It is normal for students, at the beginning, to feel that both the assignment and examination are far away – however this can be a trap for the unsuspecting student! The key to ensuring you to compete on time is to keep constantly monitoring where in the tutorial programme students should be and where each individual student actually is. If you feel you are slipping behind you need to try first to work out why and second to resolve whatever it is that is keeping them behind. If necessary, speak to the programme team in the first instance if you think you are experiencing particular problems. For problems and issues that cannot be resolved locally contact the Edinburgh Napier Programme Administrator. The schedule given overleaf is merely a ‘guide’ for you to judge how well you are keeping pace with the studying/learning of the Module and how well you are keeping up to the same pace. It should also be of help to you in your tutorial preparation and contribution. The schedule is based on Weeks of Study: the precise dates of the start of each week are shown on the scheme of work. For planning purposes take each week as beginning on a Monday. 6 Welcome to Service Management Service Management Student Study Guide 1.8  Communication during the module In addition to the lectures and tutorials, the main form of communication for this module will be through the Moodle. Notices regarding the module, questions and other issues will all be circulated via this virtual learning environment. It is important that you check the Moodle at least twice per week and participate as much as possible in order to make it work. The teaching team is based at the SCOPE Campus. If you need to contact us outside of class times, please e-mail or phone us directly. If you need to see any of us individually for more private discussion, we are happy to help you. Please telephone or email in order to arrange an appointment. Details can be found in 1.10. Please e-mail or telephone your tutors if you have any questions while you are studying this module including assessment, draft checking, etc. 1.9  Lecture & workshop programme of study Week Theme  Tutorial/Reading for Tutorial  Key Lecture Readings 1  Introduction to the module and Introducing services Case Study Skills Bank International & LGA Life What did you discover in terms of theories from reading this case? Module Text Mudie & Pirrie (2006) - Chp 1 Hoffman et al., (2009) - Chps 1; 2 & 3 2  Organization for service McDonaldization of Services Reading: Taylor and Lyon(1995);
英国 assignment 代写 Service Management Taylor(2000) Mudie & Pirrie (2006) - Chp 2 3  Design of the service and the service delivery process What is report writing?  Definition  Techniques  Examples Mudie & Pirrie (2006) - Chp 3 Hoffman et al., (2009) - Chps 6 & 7 4  The service setting Servicescapes Reading: Bitner_1992.servicescape.pdf Mudie & Pirrie (2006) - Chp 4 Hoffman et al., (2009) - Chp 10 5  Service quality  Ritz-Carlton Hotel (to include a brief revision from the previous lectures before further discussion on this case) Mudie & Pirrie (2006) - Chp 5 Hoffman et al., (2009) - Chp 15 6  The service encounter Service Encounter Reading: Grove, Fisk and John (2000) Mudie & Pirrie (2006) - Chp 6 Hoffman et al., (2009) - Chp 4 7 Welcome to Service Management Service Management Student Study Guide 7  Managing people  The front line employee challenge workshop, Reading: I am only a part-timer Assignment Workshop Mudie & Pirrie (2006) - Chp 7 Hoffman et al., (2009) - Chps 11 & 12 8  Customer relationship marketing Relationship Marketing Reading: Lijander and Roos(2002) Mudie & Pirrie (2006) - Chp 11 Hoffman et al., (2009) - Chp 13 9  Demand and capacity management Assignment Workshop:  What are we looking for?  Suggested structure  Consultation Johnston and Clark 2005) Chp 8 10  Service Communications Marketing Communication Reading: Castronovo and Huang (2012) Mudie & Pirrie (2006) - Chp 9 Hoffman et al., (2009) - Chp 9 11  Performance measurement Practical Session: Disneyland Hong Kong: Capacity Management  Capacity Management Exercise: Disneyland Hong Kong (read the case from the website)  Explaining some techniques within capacity management  Brief background of Disneyland Hong Kong  Apply various techniques to improve its management of capacity  Consultation Mudie & Pirrie (2006) - Chp 10 12  Monitoring and evaluating the service Exam workshop  Exam techniques  Areas to revise  Exam case will be given so do not miss the tutorial Mudie & Pirrie (2006) - Chp 12 Hoffman et al., (2009) - Chps 14 & 16 Note:   All lecture notes will be posted on Moodle and please do make sure you print it before you attend the lecture. Thank you.   The third edition of Mudie and Pirrie (2006) is available as an e-book – see Mudie and Pirrie (2006) in the library catalogue. 8 Welcome to Service Management Service Management Student Study Guide 1.10 Keeping in touch and staff contacts If you have any queries relating to this module you should address these in class time. If you have any questions that cannot be answered in class time, you may contact the Local Tutor or, if necessary, the Module Leader. Please remember to copy the Administrator into any correspondence between us. Local Tutor: Francis Leung E mail: fsyleung@cityu.edu.hk> Module Leader: Mr. Simon Chiu Room 4/25, Edinburgh Napier University, Craiglockhart Campus, Edinburgh, EH14 1DJ Tel: +44(131) 4554389 E mail:  s.chiu@napier.ac.uk 9 Welcome to Service Management Service Management Student Study Guide 1.11 Assessment: Part One Assessment Report Assessment Title: Improvement of Quality in service Industry through the understanding of McDonaldization and Physical Setting Individual/Group  Individual Weighting  50% Presentation Dates  19 August 2016 You are required to write a report aimed at management level, which provides a specific view of the importance of understanding McDonaldization and Physical Setting and why they should be considered/implemented in order to ensure a high level of service quality within service organisaitons. Theories that are related to improvement of quality that you will be discussing are included in this module’s curriculum. Adopting a formal management report structure, you are required to draw upon the content of the Service Management module to provide a coherent treatment of the key concepts and theories from service management and how these techniques can add to the improvement of quality within a service organisation. Your report should conclude with a clear set of recommendations for achieving high quality performance for your chosen service organisation. You need to adopt a case from an actual service firm to illustrate your points, discussion and analysis. This could be a restaurant, hotel, bank, airline, etc. Appendices should be used to provide a more detailed treatment of relevant material where appropriate. The following is a structure that you may consider to use in your report but it is perfectly fine if you create your own. The ultimate aim is to identify what managers need to know about each of these topics if they are to succeed in developing a highly efficient organisation to meet their customers’ expectation. The sample structure of the report   Executive Summary   Introduction   What does Quality mean in Service Management?- As a whole, service industry may be perceived differently by customers in terms of the meaning of quality. However, some elements may add to the improvement of quality perception from customers.  Key Considerations: the Implementation of McDonaldization and Physical Setting to maintain/improve service quality. 10 Welcome to Service Management Service Management Student Study Guide  Background of the Case – Provide the background of the case that you have chosen  Discussion and Investigation: which should include your arguments on why the understanding and practice of McDonaldization and Physical Setting help a service organisation to improve its service quality. You may need to consider the nature of the case you have chosen.  Conclusion and recommendations: including summarised key points from literature and feasible recommendations with provided evidence.  References  Appendix Length: Not more than 2,500 words excluding figures and appendices. In addition to the above structure, students must ensure that  The report is word-processed  The main body of the report (Discussion) should be approximately 2000 words and leaving 500 hundred words for introduction and conclusion. Content in any appendix is not counted.  The document is page numbered   The document has an contents page  The document has section titles that are formatted and numbered  The document is secured with a single staple.  The assignments have to be handed in no later than 1600 on the submission date shown above.  It is students’ personal responsibility to ensure each piece of coursework assessment is submitted by the latest date and time advised by the module leader/local tutor when the assignment is issued. The marking of all late submissions is capped to a maximum of 40% unless any relevant and valid mitigating circumstances have been communicated to the module leader beforehand.  Assignment must be scanned by Turntin (you can submit to Turnitin as many times as you like) which can be found in the module’s Moodle page. If you do not know how to submit your item to Turnitin, please follow the clip: http://www2.napier.ac.uk/ed/plagiarism/turnitin/turnitin.html (Please carefully read the assessment and marking criteria on the following pages.) 11 Welcome to Service Management Service Management Student Study Guide Plagiarism What will the Module Leader do if your assignment is found to be a plagiarised work? Procedure if Plagiarism Identified 1.  If a case of plagiarism is suspected (SDR 14.2): The member of staff marking the work will seek a second opinion from another member of the teaching team and, if suspicion is upheld, report the matter to the School Academic Conduct Officer (ACO). 2.  If the case is considered minor, a range of sanctions may be applied, including reduction of the assessment mark. 3.  If the case is major, the matter will be referred to a School Disciplinary Committee, who will consider application of a broader range of more rigorous sanctions which range from a nil mark for plagiarised assessment and hence failure in module to rustication. 1.12 Assessment Part Two: End-Semester Exam Assessment Details:  “Areas to focus” will be given to students in preparing for revision in week 12.  Students are required to take a two hours exam in a supervised environment.  Students are required to answer two questions from a list of four.  Assessment weight: 50%  Date: 11 September 2016 (proposed date, subject to room availability) 12 Welcome to Service Management Service Management Student Study Guide TSM09905 Service Management Assessment 1 Feedback Sheet Submitted by:_______________________________________(Matriculation Number Only) Marking Criteria  Poor (-40) Satisfactory (40-49) Solid (50- 59) Very good (60-69) Excellent (above 70) Presentation -10% -presented in high standard and the whole assignment is organised to meet the academic requirements Structure & Writing – 10% The assignment follows the guided structure and meets the academic writing standard including the academic writing, the logic or the contents and contextual arrangement of the report. Contents – Literature 30% This includes the theoretical discussion of the key theories (McDonaldization and Physical Setting) Contents – Discussion and Analysis of the Case – 40%
英国 assignment 代写 Service Management Demonstrate integration of theories thoroughly with analysis and appropriateness to service quality. Evidence of investigation/reading and references – 10% A comprehensive reference list, appropriate referencing and citation skills to meet Harvard System Comments Mark awarded:__________ Signed: _____________________________ Date: _________ (Weighting 50%) 13 Welcome to Service Management Service Management Student Study Guide 1.13 Assessment criteria for the module assignment marking Below we give you a schedule which is used as the basis for marking your assignment in Service Management. This will help you to judge what you need to do to achieve any given mark range. Marking Criteria %  Poor  Satisfactory  Solid  Very good  excellent Presentation (Academic requirements) 10  0 – 39 (0- 3.9) Do not comply with the academic requirements 40- 49 (4-4.9) Comply with the requirement but weak content 50-59 (5-5.9) Clear manner, brief coverage on concept w/o recommendation 60-69 (6-6.9) Precise with highlights of concept w/o recommendation 70- (7-10) Articulate and precise with stated recommendation structure and writing (logical, coherent with contextual arrangement) 10  0 – 39 (0- 3.9) Disorganised and poor report format, un- cohesive writing 40 – 49 (4-4.9) Organisation apparent, clear but improper report structure 50-59 (5-5.9) Show organisation, clear manner, fulfilled partially the and requirement . 60 -69 (6-6.9) Carefully logical organised, fulfilled most of the report format and requirement. 70 – (7-10) Polished professional management report format. Content : Literature review on Quality, McDonaldization and Physical Setting 30  0-39 (0 – 11.5) Difficult to follow without reference to concepts, no display of understanding and knowledge 40-49 ( 12-14.5) Apparent terminology and concepts, limited explanation and illustration of knowledge 50-59 (15 -17.5) Fairly stated with evidence of understanding of concepts but descriptive in nature 60- 69 (18- 20.5) Clear and comprehensive literature/ concepts were implied, able to generate debate and analytical contexts. 70 or above(21- 30) Explicit and comprehensive, good use of terminology and related theories Discussion 30  0 -39 (0 – 11.5) Extremely limited discussion in relation to the implementation of McDonaldizatio n and physical setting to the organsation’s service quality 40 – 49 (12- 14.5) Limited discussion in relation to the implementation of McDonaldization and physical setting to the organsation’s service quality 50 – 59 (15 – 17.5) Clear evidence of understanding concepts but descriptive in nature and lacking in-depth discussion on their implementations 60 – 69 (18 – 20.5) Able to appraise and identify how McDonaldization and physical setting have been implemented to raise the service qualitiy 70 or above (21- 30) Demonstrate integration of theories thoroughly with analysis and appropriateness to the issues of service quality. Conclusion and recommendation 10  0 – 39 (0 - 3.9) No actual summarised contents and recommendation drawn upon 40 – 49 (4- 4.9) Conclusion provided without substantial summary and weak evidences to support its recommendation s 50 – 59 (5 – 5.9) Clear summarised contents but descriptive in nature and lacks reasoning and factors that contribute to conclusion and recommendation 60 – 69 (6 – 6.9) Clear and organised summary with clear Identification of excellence practices with fair justification 70 or above(7- 10) Successfully summarised the key issues from previous literatures and explicitly stated its recommendation s with contributing factors identified with justifications. 14 Welcome to Service Management Service Management Student Study Guide Evidence of investigation/ reading 10  0 – 39 (0 - 3.9) Poor referencing and citation skills with extremely limited reading range 40- 49 (4- 4.9) Limited use of citation and errors in referencing 50 – 59 (5 – 5.9) Able to use referencing and citation skills with limited range of sources 60 – 69 (6 – 6.9) Good list of citation and reference and effectively using referencing and citation skills to generate debate 70 or above (7- 10) Professional writing with faultless referencing and citation skills, also complied with Harvard Referencing standard Total 0 - 39  40 - 49  50 - 59  60 – 69 70 - 100 15 Service Management Student Study Guide Reading and Other Resources Reading and Other Resources Essential Texts  Hoffman, K. D., (2009) Services Marketing: Concepts, Strategies & Cases, London: Cengage Learning.  Johnston, R.,and Clark, G., (2012) Service Operation Management:Improving Service Delivery: 4th Ed, London: Pearson Education- E-book is available for 2007’s edition  Mudie, P., and Pirrie, A., (2008) Services Marketing Management, 3 rd Ed.Oxford, Butterworrth –Heinemann- E-book is available  Slack, N., Chambers, S., & Johnston, R., (2013) Operations Management 7th Ed. Prentice Hall- E-book is available Secondary Reading  Brown, S. (2012) Strategic Operations Management, 2 nd Ed. Prentice Hall, London: Butterworth Heinemann- E-book is available  Gilmore, A. (2003) Services Marketing and Management. Sage, London.- E- book is available  Gronroos, C., (2007) Service Management and Marketing: Customer management in Service Competition, 3 rd Ed. Chichester:John Wiley & Sons  Greasley, A., (2013) Operations Management 3rd Ed. London: Sage Journals:   Journal of Service Research   International Journal of Service Industry Management   The Service Industries Journal   Quality Forum: The Journal of the Institute of Quality Assurance   International Journal for Applied Quality Management   International Journal of Quality and Reliability Management   Journal of Quality Management 2 16 Service Management Student Study Guide Reading and Other Resources 17 Service Management Student Study Guide Assessment Guidelines Assessment Guidelines The key objectives here are to provide:   information on key dates   example assignments for the module   details of the actual assignment   advice on tackling the assignment   guidelines for completing the assignment   assessment criteria 3.1 Sample assignment topic Identify the problems and challenges which the service manager is being increasingly faced with, in compliance with local legislation and discuss how it will affect the effective operation within service sector of your choice. 3.2. Guidance notes on the coursework assignment This assessment is marked out of 100 and weighted to 50%. It is a written report of 3,000 words from a given topic. You are required to answer this assignment as a written report and writing in the first person must be avoided. You should leave a margin on the right hand side of the page of no less than 2.5cm for the markers comments. Please stick to the word limit and always provide clear referencing of the material you use to support your arguments. 3.3 Guidance notes for report writing A report should consist of at the following
英国 assignment 代写 Service Management 1  Executive Summary 2  Contents 3  Introduction 4  Body of report 5  Conclusions/Recommendations 6  Bibliography 7  Appendix 3 18 Service Management Student Study Guide Assessment Guidelines Executive Summary To provide an overview of the contents of the report and It is a brief summary of a research, review of analysis of a particular subject or discipline, and is often used to help the reader quickly ascertain the paper's purpose. Contents A list of contents with page numbers should be provided, for example: PAGE 1.0 Introduction  11 2.1 xxxxx  17 etc Introduction This gives an overview of everything you will be discussing in the report without drawing conclusions or being very long. It may ask a question which you intend to answer, or state a hypothesis which the report will prove or disprove. The Aim of the study should be spelled out as simply and as unconditionally as possible, preferably in one sentence, so that the report writer himself is disciplined to stick to the point in his/her report. The aim should be considered as the overall purpose of the work. The Body of the Report This is made up of as many paragraphs as you need to get all of your points across to the reader and is an account of the study and the facts discovered. It should be divided into major sections to give it a logical and persuasive structure that will lead the reader to the point when conclusions can be revealed. You shall make sure that the contents are not just descriptive but analytical. It is also necessary in this process to carry the reader along smoothly and without tiring him/her: the text should be concise with essential detail only. There is no section headed “Body Text”. Each major section has its own heading and like chapters in a book should begin on a fresh page, for example: Section 1: Motivation 1.1  Motivation within organisations 1.2  Motivational behaviour Section 2: Rewards 2.1  Reward for effort 2.2  Intrinsic rewards 2.3  Extrinsic rewards 2.4  Etc. 19 Service Management Student Study Guide Assessment Guidelines Conclusions The conclusion draws on the aims and objectives in the introduction and on evidence, argument and facts set out in the body of the report. The conclusion is the final paragraph. This is the point to which you should have been building throughout your report, so it should appear to be consistent with what has gone before. It does not introduce new material. If the previous parts of the report have been clearly and logically constructed the conclusions will follow naturally from them: the persuasive purpose of the report will be achieved. In presenting conclusions, the language should be simple and direct: if a number of points are to be made, they are best set out as separate paragraphs. If needed, reference can be made back to the previous text by page number and paragraph. It is the job of the conclusion to state, from the investigations, analysis and evaluation, what has/has not happened, what the situation now is/is not, and what might/might not happen. If recommendations are called for, they go on from those bases to state what should/should not be done. The conclusions should also, include any perceived limitations of study and suggestions for further research, if appropriate. Recommendations Recommendations should be included only if they have been asked for, or if the author thinks they are appropriate for the report. 1  They should follow logically from the material set out in the conclusions. 2  They should not introduce new issues or arguments that have not been dealt with in the main body of the report or in the conclusions. 3  They should state what should/should not be done. 4  They should be brief and direct. 5  They should be set out in separate paragraphs, which may be numbered for ease of reference. Bibliography/Reference The bibliography section of the report lists all references in alphabetical order of author’s surnames. The detail given must enable the reader to trace the source through a library or an organisation. It is necessary to be meticulous, when preparing the report, in keeping on ongoing record of sources used. Double check that all references in the text appear in your bibliography. There are various ways of citing bibliographical references.Edinburgh Napier University students will use the HARVARD STYLE (see next page). 20 Service Management Student Study Guide Assessment Guidelines Appendix An appendix is an add-on at the very end of additional information that could be useful to the reader but is not an actual part of the body of the work. There may be one appendix or several. Further notes on the Harvard Style Short list of selected examples* Books: Barney, J., & Hesterly, W., (2006). Strategic Management and Competitive Advantage, Concepts and cases. Upper Saddle River, NJ: Pearson Prentice Hall Edited book: Bell, C., (2002). In Pursuit of Obnoxiously Devoted Customers, Business Horizon, (March – April) pp. 13-16 In: West, D., Ford, J., & Ibrahim, E., (2006). Strategic Marketing, Creating competitive advantage. Oxford: Oxford University Press Inc. Journal Articles Morgan, M., Elbe, J., & Esteban Curiel, J., (2009). Has the experience economy arrived?, The views of destination managers in three visitor-dependent areas, International Journal of Tourism Research 11 (2), pp. 201-216. Conferences Conference on Economic Crime, 2 nd . 1977. London School of Economics and Political Science. (1980) Economic crime in Europe ed. By L.H. Leigh. London, Macmillan. Theses Whitehead, S.M. (1996) Public and private men: masculinities at work in education management. PhD. Thesis, Leeds Metropolitan University. Official Publications – Acts Further & Higher Education Act 1992 (c.13), London, HMSO. Electronic Data – Web Pages Holland, M., (1996) Harvard System (Internet). Poole, Bournemouth University. Available from: http://www.bournemouth.ac.uk/ service- depts/lis/LIS_Pub/harvardsys.htm1 (Accessed 15 Apr 2006) 21 Service Management Student Study Guide Assessment Guidelines 3.4 Plagiarism Business School STUDENT DECLARATION TO BE ATTACHED TO MODULE COURSEWORK Plagiarism is the publication, as ones own, of the ideas, or the expression of the ideas, of another (Oxford English Dictionary). Some dictionaries use the term stealing. Plagiarism is not permitted in assessments at Edinburgh Napier University. Student Disciplinary Regulations (SDR) 11.2 categorises plagiarism as Academic Misconduct. Major examples of plagiarism include the following   copying from another student   copying large sections, from an academic or other source (e.g. book, internet article) without acknowledging that source Minor examples of plagiarism include   Paraphrasing without acknowledgment   Quoting original reference obtained from a textbook but not reading “original” material OK  NOT OK Quoting a relevant passage from a book, if the reference is given e.g. Drury C, (2004), Management and Cost Accounting, 6e, London, Thomson. The reference must be clearly linked to the body of your work by putting the Author’s name and date in brackets. Copying from textbooks or articles and failing to acknowledge the source – even if the words/sentences are rearranged. Comparing different authors’ ideas, with acknowledgement of source, and making your own comments. Copying from other students – even if the words and/or sentences are rearranged. Doing research with others in the library but writing your report alone. Allowing another student to copy your work When citing from the WWW give the entire URL, the date of access and author if possible, not just the URL of the home page e.g. http://nulis.napier.ac.uk/studyskills/#Plagiarism URL of home page alone and /or no date e.g. www.napier.ac.uk Procedure if Plagiarism Identified If a case of plagiarism is suspected (SDR 14.2): The member of staff marking the work will seek a second opinion from another member of the teaching team and, if suspicion is upheld, report the matter to the School Academic Conduct Officer (ACO). If the case is considered minor, a range of sanctions may be applied, including reduction of the assessment mark. If the case is major, the matter will be referred to a School Disciplinary Committee, who will consider application of a broader range of more rigorous sanctions which range from a nil mark for plagiarised assessment and hence failure in module to rustication. I declare that I have read, and understand the above, and that the attached piece of work for HT……………… is my own work and is free from plagiarism as defined above. Signature ___________________________________  Date __________ Matric No____________________________________ 22 Service Management Student Study Guide Assessment Guidelines 3.5 Module examination guidance The key objectives here are to:   present a specimen examination paper- Please refer to Module Moodle   provide advice on tackling the examination   outline purpose of revision session   indicate examination date The examination is designed to test the knowledge and skills students have learned across the whole module. The questions will require essay answers and you will be expected to answer two questions out of four. It is up to you how to plan your revision for the examination but, in general, you should make sure you revise broadly enough to be able to tackle the range of questions, which they will meet. The time allowed is two hours, giving you approximately 35 minutes per question and time remaining for reviewing what they have done in each question. Essentially there a few basic techniques in dealing effectively with any examination – the examination for this module is no different, and here are some considerations for students:   They should always read the question carefully! This means not rushing to answer a question. If you have revised in one of these areas there is a temptation to rush towards an ‘answer’ because they recognise the word – without actually understanding the question being asked!   Do what the question asks. This is about looking for key operators in a question such as: briefly explain – this means briefly!; critically discuss – this means comparing and contrasting at least two views on a topic/issue whereas describe simply means describe and does not require to critically discuss anything. The word show in a question tells how to demonstrate something using graphical, mathematical or numerical tools. Similarly the word analyse is also asking you to demonstrate something but in addition to explain the meaning of your analysis. The point I am making here is that every examination question will contain key operator words, which should be used to understand exactly what the examiner is expecting.   Time management – if students feel they are spending too long on a question then they probably are! It is more effective for them to move on to the next question since the law of diminishing returns applies – that is, they will most likely gain more marks for time spent on a new question than for the same time spent on a current question. Even in an essay question they are expected to demonstrate a competence with these tools. An example of the type of examination they will meet in this module is provided in the next few pages along with some sample outline solutions. The exam questions will be sent to you at the middle of October and the indicated answers will be given as well. 英国 assignment 代写 Service Management