Assessment Information
Assessment 2 Information
Subject Code: MBA651
Subject Name: Managing Service-Based Industries
Assessment Title Webinar Project
Assessment Type:
Length:
Individual Video Recording and Supplementary Documentation
Webinar – 10 minutes (no more); Documentation – 4 pages (no more)
Weighting: 35%
Total Marks:
Submission:
100
Online
Due Date: Week 9
.
Your Task
Individually, you are required to record a 10-minute webinar in which you are to assume the role of
a service experience manager who is in charge of the same tourism and hospitality organisation
that you chose for the first assessment, and to collate supplementary documentation to support
your presented content.
Assessment Description.
The purpose of this individual assessment is to foster students’ ability to evaluate the decisionmaking processes of consumers in service-based contexts and the use of service design and
service-dominant logic in the delivery of service experiences.
Assessment Instructions
Presume that your alternative service design has been accepted, and now you have been tasked
to measure and evaluate post-service delivery customer satisfaction. Individually, conduct in-depth
research of the current, peer-reviewed literature and industry publications to find two industryspecific examples of how best to measure and evaluate customer service experience. Based on
the identified industry examples and the leaned lessons of failure vs success, you are then
required to prepare the following supplementary documentation:
• A concise service guarantee statement that addresses the five key features, and considers
the consumer-decision making process (one page no more);
• A comprehensive service recovery plan encompassing the immediate and long term focus
(one page no more and preferably in a landscape page layout);
• A concise proposal of the customer satisfaction measurement method and its subsequent
evaluation followed by a detailed description of its intended practical application (two pages
no more).
Once you have prepared the required supplementary documentation, you are to record a 10-
minute webinar in which you advise the senior management of the chosen tourism and hospitality
organisation on the following:
• A critical evaluation of the two industry examples and its lessons that senior management
should consider in effectively measuring and evaluating customer satisfaction.
• A detailed justification of the prepared service guarantee statement and its content; the
service recovery plan; and the proposed customer satisfaction measurement method and its
subsequent evaluation followed by a detailed description of its intended practical
Assessment Information
COMMONWEALTH OF AUSTRALIACopyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act.
Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business
School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
application.
In completing this assessment, you are required to use at least 10 sources of information and
reference these in accordance with the Kaplan Harvard Referencing Style. These may
include websites, government publications, industry reports, census data, journal articles, and
newspaper articles. These references should be presented as in-text citations and a reference list
at the end of your webinar.
Assessment Submission
Your webinar must be submitted via MyKBS well in advance of the deadline to avoid any possible
technical difficulties. For those students who have limited experience in recording a webinar, it is
recommended to read video FAQs document that is available to you under the assessments tab in
MyKBS.
Your supplementary documentation must be submitted as one ‘Word’ document to avoid any
technical issues that may occur from incorrect file format upload. Uploaded files with a virus will
not be considered as a legitimate submission. Turnitin will notify you if there is an issue with the
submitted file. In this case, you must contact your workshop facilitator via email and provide a brief
description of the issue and a screenshot of the Turnitin error message. You are also encouraged
to submit your work well in advance of the deadline to avoid any possible delay with the Turnitin
similarity report or any other technical difficulties.
Late Assignment Submission Penalties
Penalties will be imposed on late assignment submissions in accordance with Kaplan Business
School “late assignment submission penalties” Policy.
Number of
days
Penalty
1* – 9 days 5% per day for each calendar day late deducted from the total
marks available
10 – 14 days 50% deducted from the total marks available.
After 14 days Assignments that are submitted more than 14 calendar days after
the due date will not be accepted, and the student will receive a
mark of zero for the assignment(s).
Note Notwithstanding the above penalty rules, assignments will also be
given a mark of zero if they are submitted after assignments have
been returned to students
*Assignments submitted at any stage within the first 24 hours after the deadline will be considered to be
one day late and therefore subject to the associated penalty.
For more information, please read the full Policy via https://www.kbs.edu.au/about-us/school-policies
Assessment Information
COMMONWEALTH OF AUSTRALIACopyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act.
Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business
School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
Important Study Information
Academic Integrity Policy
KBS values academic integrity. All students must understand the meaning and consequences of
cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.
What is academic integrity and misconduct?
What are the penalties for academic misconduct?
What are the late penalties?
How can I appeal my grade?
Click here for answers to these questions:
https://www.kbs.edu.au/about-us/school-policies
Time Limits for Video Assessments
Submissions that exceed the time limit by more than 10% will cease to be marked from the point at
which that limit is exceeded.
Study Assistance
Students may seek study assistance from their local Academic Learning Advisor or refer to the
resources on the MyKBS Academic Success Centre page. Click here for this information.
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further
reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86
098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
MBA651 Assessment 2 Marking Rubric – Webinar Project 30%
Marking
Criteria (__/100)
F (Fail)
0 – 49%
P (Pass)
50 – 64%
C (Credit)
65 – 74%
D (Distinction)
75 – 84%
HD (High Distinction)
85 -100%
Supplementary
Documentation:
Service Guarantee
Statement
__/10 marks
You have provided an unclear
and/or incoherent service guarantee
statement that does not address the
five key features and/or does not
considers the consumer-decision
making process.
You have provided a basic service
guarantee statement that partially
addresses the five key features
and/or partially considers the
consumer-decision making
process.
You have provided an enhanced
service guarantee statement that
addresses the five key features
and considers the consumerdecision making process.
You have provided a detailed
service guarantee statement that
addresses the five key features, and
the consumer-decision making
process.
You have provided a concise
service guarantee statement that
addresses the five key features
and considers the consumerdecision making process.
Supplementary
Documentation:
Service Recovery Plan
__/15 marks
You have provided an unclear
and/or incoherent service recovery
plan that does not encompass the
immediate and/or long term focus.
You have provided a basic service
recovery plan that partially
encompasses the immediate
and/or long term focus.
You have provided an enhanced
service recovery plan
encompassing both the immediate
and long term focus.
You have provided a detailed
service recovery plan
encompassing both the immediate
and long term focus.
You have provided a
comprehensive service recovery
plan encompassing both the
immediate and long term focus.
Supplementary
Documentation:
Customer satisfaction
__/15 marks
You have provided an unclear
and/or incoherent proposal of the
customer satisfaction measurement
method, its subsequent evaluation
with no or limited description of its
intended practical application.
You have provided a basic
proposal of the customer
satisfaction measurement method
and/or its subsequent evaluation
followed by a vague description of
its intended practical application.
You have provided a detailed
proposal of the customer
satisfaction measurement method
and its subsequent evaluation
followed by a vague description of
its intended practical application.
You have provided a detailed
proposal of the customer
satisfaction measurement method
and its subsequent evaluation
followed by a detailed description of
its intended practical application.
You have provided a concise
proposal of the customer
satisfaction measurement method,
its subsequent evaluation and a
detailed description of its intended
practical application.
Webinar:
Critical evaluation and
justification
__/15 marks
You have provided an unclear
and/or incoherent evaluation of the
industry examples, and/or no or
limited justification for the proposed
supplementary documentation.
You have described both of the
industry examples with no
evaluation, and provided a basic
justification for the proposed
supplementary documentation.
You have evaluated both of the
industry examples and provided a
basic justification for the proposed
supplementary documentation.
You have evaluated both of the
industry examples and provided a
logical justification for the proposed
supplementary documentation.
You have critically evaluated both
of the industry examples and
provided a logical justification for
the proposed supplementary
documentation.
Webinar:
Research
__/15 marks
Your research lacks focus and/or
you have chosen unsuitable or
bogus sources, which do not link to
the required assessment task.
You have demonstrated a basic
level of research, which is
supported by a reasonable
selection of primary and/or
secondary sources.
You have demonstrated
substantial research, which is
supported by a reasonable
selection of primary and
secondary sources.
You have demonstrated substantial
research, which is supported by an
appropriate selection and range of
primary and secondary sources.
You have demonstrated extensive
research, which is supported by
an appropriate selection and
range of primary and secondary
sources.
Webinar: Use of
visual aids
__/10 marks
You have used unsuitable or no
visual aids in the delivery of your
webinar.
You have used some visual aids in
the delivery of your webinar.
You have used adequate visual
aids in the delivery of your
webinar.
You have used appropriate visual
aids in the delivery of your webinar.
You have used excellent visual
aids in the delivery of your
webinar.
Webinar: Delivery
__/10 marks
Your webinar does not adequately
communicate all or most of the
required information.
Your webinar adequately
communicated most of the
required information.
Your webinar appropriately
communicated most of the
required information.
Your webinar delivery appropriately
communicated the required
information.
Your webinar delivery effectively
communicated the required
information.
Webinar: In-text
Citations and
Referencing
__/10 marks
Neither in-text referencing and/or
reference list adheres to Kaplan
Harvard Referencing Style.
In-text referencing or the resultant
reference list adheres to Kaplan
Harvard Referencing Style, with
some errors.
Both, in-text referencing and the
resultant reference list adhere to
Kaplan Harvard Referencing Style,
with some errors.
Both, in-text referencing and the
resultant reference list adhere to
Kaplan Harvard Referencing Style,
with only occasional minor errors.
Both, in-text referencing and the
resultant reference list adhere
strictly to Kaplan Harvard
Referencing Style, with no errors.
Feedback and grades will be released via MyKBS.
