Assessment 4: Briefing Document
Overview Assessment 4 is an individual research report that is focused on ensuring that students can do quality research (peer reviewed articles (most important), textbook, reports, etc.) into the airline industry.
Students are expected to answer the following questions:
1-• Identify both established and emerging consumer value propositions within the airline industry.
2-• Provide a process map (or flowchart) of the selected airline departure process faced by passengers.
3-• Discuss the application of service excellence in airline operations.
4-• Review the relationship between service quality and profitability for the airline industry.
5-• Describe the current and potential operational challenges faced by managers in the chosen airline.
6- • Provide recommendations for improving the service operations of the chosen airline.
To successfully complete the assessment, students will need to explain in depth and within the permitted word limit of 2500 words the stated questions. This word limit includes the title page, the table of contents and the references list. Students research must be done by undertaking quality research (peer reviewed articles (most important), textbook, reports, etc.) in order to achieve high marks for the ‘Research Section’ of the marking criteria which is worth 45%.
The recommended report structure is:
Executive Summary Table of Contents
1. Established and Emerging Value Propositions in the airline industry
1.1 ADD APPROPRIATE SUB HEADINGS
1.2 ADD APPROPRIATE SUB HEADINGS
… ETC
2. Process Map of Passenger Departure Process
3. Application of service excellence
3.1 ADD APPROPRIATE SUB HEADINGS
3.2 ADD APPROPRIATE SUB HEADINGS
4. Relationship between service quality and profitability
4.1 ADD APPROPRIATE SUB HEADINGS
4.2 ADD APPROPRIATE SUB HEADINGS
… ETC
5. Operational Challenges
5.1 ADD APPROPRIATE SUB HEADINGS
5.2 ADD APPROPRIATE SUB HEADINGS
… ETC
6. Recommendations
6.1 ADD APPROPRIATE SUB HEADINGS
6.2 ADD APPROPRIATE SUB HEADINGS
… ETC
7. Conclusion
8. List of References
It is expected that students familiarise themselves with the relevant theory and build a bridge between theory and the application in practice.
Additional Important Report Information
• Please pay attention to the Assessment Marking Criteria.
• The assessment must be Harvard referenced, typed Arial 12 font, 1.5 spaced, and delivered in the report structure highlighted above.
• It is recommend using no less than 15 references for the report with many to come from peer reviewed journal articles
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