This assignment tests your ability to plan a service delivery team. In it you will focus on three key service elements to ensure that service employees have the supports they need to prevent role conflict and sabotage. The three elements include:

• identifying the cycle (failure, mediocrity, or success) most common to ths industry.
• explaining how each company motivates and energizes talent, based on staff engagement.
• describing what training can offer employees.

The two companies for comparison this term are Tim Horton's and Starbucks. These companies have very different service cultures even though they are in the same industry. Your primary goal is to determine how their respective service environments influence consumers'experiences and expectations. You can research the information on their website but you need to reference content from the chapter.

As you lay out the blueprint, think about how you will measure the performance of this process. What metrics (forms of measurement) can you use? What will a specific number like customer's served or complaints resoved tell you? Make a list of these metrics (two to five) and list them in a blank space of your chart or on a separate peice of paper if there isn't room on the chart.

Just to be clear, you are creating a diagramnot writing an essay. You do not need to be an artistsimply how to draw lines and label imgages. Your subject is a fictional business so there's no background information to look up. Simply focus on the analytical process and make logical inferences.

This is an individual assignment that you need to work on alone. For full marks, pay close attention to detail and make sure that your map is complete. (This takes much longer to do than it first appears!) Consult the examples in your textbook for a list of the elements you need to include and descriptions of how each element is used.