Identify a current service operations failure (from news, recent journal article), with a concentration on how it failed in terms of one or several the topics below:

- Product returns: couldn't return, too difficult, refusals, cost of returns, no substitute

- Capacity and demand planning involves scheduling and planning resources.

- Waiting lines: queue length, time, and/or psychology of waiting

- Forecasting and inventory: stock-outs, over-stocks, managerial judgement (or poor judgement leading to failures)

- Increases in service costs as a result from any reason above.

 

1.A description of the failure and How/Why this is relevant to service delivery and quality, including the costs to the customer and organization.

 

2.Justify the problem using relevant real data beyond personal experience (data can be from news or other article).

 

3.Why the failure occured?

 

4.Analyse and recommend for the service failure (You must explain how the failure affects service quality) and you should address the following:

• Discuss the gap between customers' "service" and "value" expectations versus what they currently receive, as well as how this relates to the industry.
• How has the service failure impacted the customer's core value for the service?
• How did the process failure impact customer costs, organizational costs, and competitiveness?
• Your recommendations regarding how operations management can be used to help improve the service and deliver a 'core task' in the short and long term.

 

You must address how the failure impacts service quality and how your recommendations will improve it and what thing is challenging your solutions.

 

Write it in 1000 words