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1. Consider a recent retail service experience you have had, such as a haircut, doctor’s appointment, dinner in a restaurant, bank transaction, or product repair (not an exhaustive list), and answer the questions below:
a. Describe an excellent service delivery experience.
b. What made this quality experience possible?
c. Describe a service delivery experience in which you did not receive the performance that you expected.
d. What were the problems encountered, and how could they have been resolved?
 
2. Consider a situation in which you received poor customer service in a retail store or from a service provider. Did you make the store’s management aware of your experience? Whom did you relay this experience to? Have you returned to this retailer or provider? For each of these questions, explain your reasons?
 
3. Final Project
For this section of the final project, look at the company you have been analyzing for the past two weeks from the perspective of manufacturing or service it provides.
First, answer the following questions:
What products or services of the company are you analyzing?
How are these products made or services provided?
Does the company provide both products and services?
Did the company outsource the manufacture of its products?
Then, complete the following tasks as part of your analysis:
Develop a process map for manufacturing a product or providing a service.
Look at the company from a process perspective and identify from your process map the areas that the company could improve.
Examine whether the company is a make-to-order, make-to-stock, or engineer-to-order company.
Update your report to include the following topics:
Product development
Process development
Services
Using the APA format, cite the sources you use on a separate page. PLEASE USE REFERENCES!!
 

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4. Outline some elements in a communication program that can be used to achieve the following objectives: (a) Increase store loyalty by 20 percent. (b) Build awareness of the store by 10 percent. (c) Develop an image as a low-price retailer. How would you determine whether the communication program met each of these objectives?
 
5. credit and risk management-5 mins presenattion for any topic relate to credit and risk management (the unit name is credit and lending decision)
 

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