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3.21 service operation management

follow the requirement 20slides + 10mins speech

Criteria/ 
scale 

Poor  Pass  Good  Very good  Excellent 

Style
10%

Week
presentations
style with no
structure in
the
presentation

Acceptable
presentation
style and
structure with
many
improvements
possible

Acceptable
presentation
and structure

Interesting
presentation and
structure with good
use of figures,
charts, tables, etc.

Perfect and
presentation
structure and
illustration of all
required tools,
figures, etc.

Justification
15%

No evidence
why those two
areas have
been selected

A basic
discussion
regarding the
two selected
areas

Some basic
evidence and
discussion
regarding the
selected areas

Using data analysis
and clearly
discussing the
reason for selected
areas

Use of Pareto
analysis and chart
or any other
relevant tool to
demonstrate why
two areas have
been selected

Explanation
25%

No evidence
only including
some basic
discussion
with no use of
tools and
methods

Some basic
discussion and
inappropriate
use of
fishbone chart,
tree diagram,
etc.

Limited use of
fishbone
chart, tree
diagram, etc.
for explaining
the problems

Using fishbone
chart, tree diagram,
etc. for explaining
the problems;
however, deeper
investigation is
possible

Perfect use of
fishbone chart, tree
diagram, etc. in
explaining the
problems with in-
depth investigation

Evaluation
20%

No evidence
of solution
evaluation.
Only some
basic issues
are discussed.

Basic and
inappropriate
use of
problem-
solution matrix
or option
matrix

Appropriate
use of
problem-
solution
matrix, options
matrix, etc. for
evaluating the
possible
solutions.
However, the
data
gathering,
process, etc.
are not clearly
mentioned

Good use of
problem-solution
matrix, options
matrix, etc. for
evaluating
solutions with a
clear presentation
of data gathering,
process, etc.

Perfect use of
problem-solution
matrix, options
matrix, etc. for
evaluating solutions
and in-depth
presentation of
sources, data,
process, and
analysis in each
area.

Conclusion
20%

Recap,
discussion,
and
conclusion
have not been
presented
appropriately

A fine recap
with basic
discussion,
with no
implications
and support

Fine recap,
with some
discussion
and no
practical and
managerial
implications
for the case
study

Fine recap and
discussion with
practical and
managerial
implications and
some basic
recommendations

Complete recap,
discussion, the
implications for the
case study, and
also some general
recommendations
for a change in
future

Referencing
10%

No evidence
of relevant
references
with
inappropriate
referencing
style

Very Limited
use of relevant
references
with
appropriate
referencing
style

Acceptable
use of
references
with
appropriate
referencing
style

Good use of
sources by
considering
relevant references
and appropriate
referencing style

Perfect use of
possible sources by
applying relevant
and updated
references and
appropriate
referencing style

 

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