Assessment Information 1
Subject Code: MKT203
Subject Name: Services Marketing
Assessment Title: Service mapping blueprint
Weighting: 20%
Total Marks:
Submission: 20 marks in total
Via Turnitin
Due Date: Monday week-6
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Assessment Description
The purpose of this individual scenario analysis is to develop students’ skills in applying relevant service marketing analysis tools. This will enable students to apply learned marketing theories and concepts to a ‘real world’ business case within a safe learning environment.
Individually you are required to choose a service brand that you have recently transacted with and prepare:
1. A service offering diagram clearly distinguishing between core, supplementary and augmented services for the organization.
2. A service process map/blue print of the service organization’s different steps of the processes followed by the service organisation, time taken for each process etc.
Consider complexity and divergence while preparing these charts. Please refer to week-4 lecture material to prepare this assessment. In preparing your process chart, you will need to include images and any other visual aid that supports your analysis. You are required to reference at least 5 sources of information. These may include corporate websites, government publications, industry reports, census data, journal articles, newspaper articles, and textbook material.
Your document MUST follow a professional structure:
Cover page that contains your details, assessment details etc.
(Kaplan coversheet is no longer required.)
Service offering diagram (One page, no more)
Service process map /Blue print (One page, no more)
Reference List (you must apply Harvard Referencing Style)
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Assignment Submission
This file must be submitted as a ‘PDF’ 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 any issue with the submitted file. In this case, you must contact your lecturer via email and provide a brief description of the issue and a screen shot 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 that may occur.
Late assignment submission penalties
Penalties will be imposed on late assignment submissions in accordance with Kaplan Business School’s “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 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/wp-content/uploads/2016/07/KBS-Assessment-Policy-v4.5_incl-SCform-and-Med-Cert_final.pdf
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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.
For details on academic integrity policies and penalties, the reassessment process, and the appeals process, please refer to http://www.kbs.edu.au/current-students/student-policies/.
Word Limits for Written Assessments
Submissions that exceed the word count 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 Success Centre representative or refer to the study help on the MyKBS Academic Success Centre page. You can find this by clicking on the top page toolbar:
My Services Academic Success Centre Study Support Resources
MKT 203 Assessment Marking Rubric – Service process mapping and blue printing - Making Process Chart 20%
Criteria NN (Fail) 0 - 49 P (Pass) 50 - 64 CR (Credit) 65 - 74 DN (Distinction) 75 - 84 HD (High Distinction) 85 -100
Theory
Application
Your chart does not satisfactorily identify and apply relevant service
marketing theories and
concepts
Your chart partially identifies and applies
some relevant service
marketing theories and
concepts
Your chart satisfactorily identifies and applies relevant service
marketing theories and
concepts
Your chart strongly identifies and applies relevant service marketing theories and
concepts
Your chart clearly and thoroughly identifies and applies relevant service
marketing theories and concepts
Data
Analysis
Your analysis lacks depth, and your
interpretation is not relevant to the
assessment criteria
You have analysed some market specific information, although your interpretation is
not always relevant to
the assessment criteria
You have analysed most of the market specific
information required by this assessment
You have analysed and interpreted accurate market information
You have analysed and interpreted accurate and specific market information
Chart Format
The format chosen for your chart lacks thought
and consideration for the intended audience
The format chosen for your chart is
satisfactory, but major
improvements would enhance its
effectiveness
The format chosen for your chart is appropriate but
quite a few improvements
would be needed for a
professional audience
Your chart is professionally presented and has been
submitted in a format that,
with some tweaks, could be
suitable for a professional audience
Your chart is professionally presented and has been
submitted in an entirely appropriate format
Feedback and Grades will be released via Turnitin