AVSC 4500 Service Delivery Improvement

AVSC 4500 Service Delivery Improvement Using the Service Quality Cycle for Service Delivery Improvement Introduction Application of theory time.  Einstein said it best: Retrieved, 19…

AVSC 4500 Service Delivery Improvement
Using the Service Quality Cycle for Service Delivery Improvement

Application of theory time.  Einstein said it best:
Retrieved, 19 Dec. 2019, from: (Links to an external site.)
Let’s apply the Service Quality Cycle: Step 4 – Analyzing the Current Situation, Step 5 – Deriving Action Items, and Step 6 – Closing the Cycle, to a real world, practical example.  We will use the articles associated with customer satisfaction survey reports from the previous module (Module 7). Or, again, you may use your own researched customer satisfaction surveys.  It’s good to use a scenario or information source you are already familiar with, but it’s not necessary—especially if you want to stretch your experience further.
AVSC 4500 Service Delivery Improvement
Note 1:  You do NOT have to use the industry customer satisfaction surveys provided.  You may research and use your own. However, they must be related to the aerospace industry.  If you have any questions, ask your instructor.  Also, make sure to reference the articles you use.
Note 2:  If the surveys below look familiar, they should.  They were used in Module 7.  They are reused here to help you complete your assignment, if you choose to use them.  However, I encourage you to be daring and use something different to really push the envelope of learning and professional development.
AVSC 4500 Service Delivery Improvement

Referencing Textbook: Delivering Excellent Service: Ch. 3 “The Service Quality Cycle,” Steps 4 thru 6, pg. 102-127.
Review the following articles related to pertinent aerospace industry customer satisfaction surveys:

Survey Reveals Airlines Dissatisfied With OEM MRO Pricing, Interiors Suppliers: MRO Network: Maintenance Repair Overhaul Survey Reveals Airlinesv Dissatisfied OEM MRO Pricing Interiors Suppliers.(Links to an external site.)
(Links to an external site.)Airline Survey Ranks Boeing Highest In Aftermarket Customer Support: MRO Network Maintenance Repair Overhaul Airline Survey Ranks Boeing Highest Aftermarket Customer Support. (Links to an external site.)
(Links to an external site.) (Links to an external site.)Boeing Scores High in Aftermarket Support Survey: MRO Network Maintenance Repair Overhaul Boeing Scores High Aftermarket Support Survey. (Links to an external site.)
Use your own researched aerospace industry-related customer satisfaction survey:com. (Links to an external site.)
AVSC 4500 Service Delivery Improvement

Apply the Service Quality Cycle steps 4-6, found in Ch. 3 of the reference source, to the surveys given above, or use another industry customer satisfaction survey(s) you have researched.

Do the following:

Identify one customer satisfaction issue or improvement item from within the article/survey.
Take the issue/improvement item and progress through each of the Service Quality Cycle steps, starting with step 4 and concluding with step 6. Use each step and sub steps.

Note:  Do not follow the sub step ‘Dealing with Resistance’ in Step 6, Closing the Cycle. It is unnecessary because this topic was addressed previously.
Completion of each step through the cycle may require some imagination or additional research.  The important part is that the activity is realistic and that the process is followed thoroughly.

Generate a report that outlines the cycle that you followed.  Provide an effective narrative or explanation at each step.  Describe what is to be done at that step, why it is to be done, and what the desired outcome will be.

Research sources as necessary to help substantiate your answer(s) in accordance with the “References” requirement listed below.
Submit a report using the required written assignment format identified for this course.  See instructions provided by your instructor in the Tip Sheet for Writing Assignment Success.  Essay formats will not be accepted.

AVSC 4500 Service Delivery Improvement
Submit your assignment in either Word or PDF file format according to the required format for this course. The assignment must be submitted by the due date.  Late assignments will not be accepted.
Your assignment will be graded according to the following rubric:

30 points – Critical Analysis & Content:Written report/submission displays an excellent understanding of the required readings and underlying concepts, including correct use of terminology. Well-edited quotes are cited appropriately. Report addresses all required elements in the assignment; deeply thoughtful and reflective submission.choice.  Meets or exceeds reference requirements.
10 points – Spelling, grammar, mechanics, & organization:  Written responses are free of grammatical, spelling, and punctuation errors. The style of writing facilitates communication. Organization and structure enhances reading and flow; meets required format standards.
40 points Total

AVSC 4500 Service Delivery Improvement
See the rubric below for additional criteria on how this assignment will be graded. Late assignments will not be accepted!
At least two (2) references are required. References should be listed in APA format (not the report).
Approved Reference Sources

News, magazine, blog/internet articles with an author
Research articles found through the reference databases provided by the library
YouTube videos with rich and impactful content
Trade and Association articles
Research performed by consultancy firms or governmental agencies
Have one and not sure? Ask your instructor.

AVSC 4500 Service Delivery Improvement US Research Writers.
AVSC 4500 Service Delivery Improvement Assignment Writing.