Question 1
(a) Explain the value chain of a company you are familiar with or work in using one of the three main value chain frameworks (input-output, pre- and post- services, or hierarchical). Do provide clear examples to contextualise each step of the selected framework with the value chain of the company you have in mind. (25 marks)
(b) Assume this company you selected is aiming to improve its performance by improving its sustainability impact. What are some of the main changes the company could do? How would these changes impact the environment, society and the economy? (25 marks)
Total word count should preferably not exceed 500 words for this question (excluding figures, tables, and references if any).
Question 2
(a) Choose a job in one service organisation you work for or are familiar with. Do you think the four elements of service-encounter design are relevant for this job? Why? (20 marks)
(b) Draw a flowchart for a process of interest to you, such as a factory process you might have worked/be involved in (e.g. ordering a pizza, renting a car, buying products on the Internet, or applying for a loan). Take into consideration the point(s) where something (people, information) waits for service or is held in work-in-progress inventory, the estimated time to accomplish each activity in the process, and the total flow time. Discuss how well the process worked and how it can be improved. (30 marks)
Total word count should preferably not exceed 500 words for this question (excluding figures, tables, and references if any).