Best Practice Paper: the objective of this paper is to apply the theories presented to you in the
text and the lectures. You may choose a company, for which you will write a paper of
approximately 2,000 words minimum and 3000 words maximum, which contains answers or
recommendations to the next seven questions.
2. How can managers of the company design the customer journey? What is the role of
technology in developing the customer experience?
3. What should the company do to measure the customers perspective? How can
managers of the company measure, control and manage the operation?
4. What should the company do to manage and motivate service providers? How can
customers be managed and motivated?
5. What should the company do to use value to drive continuous improvement?
6. Identify PUV criteria of the company. What are the options for change?
7. What should company and its managers do to influence cultural change?
The content and grading of this paper is as follows:
Executive summary (not introduction) (10%)
Recommendations for each of the seven points above (70%)
Graphs and chartsmust be service operations related (10%) If you submit one graph/chart
you will receive 0 points.At least 3
Referencesin proper bibliographic form. These should be from several of the following:
journals, books, interviews, company information, and credible Internet sources (10%)
This paper will be subjected to a TurnIt In analysis and the expected maximum of unoriginal
material is no more than 25%. If you have more that 25%, you will be penalized for -5 points.
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