Assessment Type: Length: Individual Chart and Analysis 4-5 pages (no more)Assessment 1 Information Subject Code: MKT203 Subject Name: Services Marketing Assessment Title: Service Mapping Blueprint Assessment Type: Length: Individual Chart and Analysis 4-5 pages (no more) Weighting: 30% Total Marks: Submission: 100 Online Due Date: Week 6 Your task Individually, you are required to prepare a 4 to 5-page analysis of the brands provided below. Assessment Description The purpose of this assessment is to develop students’ ability to discern the differences between products and services marketing by evaluating the use of customer experience in the design and implementation of services marketing activities. This will enable students to apply learned marketing theories and concepts to a ‘real world’ business case within a safe learning environment. Assessment Instructions Your two organisation to compare in this assessment are, a. Hoyts Cinema b. Darren Handley Designs Individually you are required to prepare: 1. A service offering diagram that clearly compares and distinguishing between core, supplementary and augmented services of the organisations above. 2. One page explanation of the the comparison. 3. A service process map/Blueprint of the Hoyts cinema that includes different steps of the processes followed by the service organisation, time is taken for each process etc. 4. One page explanation of the service process map/Blueprint. Consider complexity and divergence while preparing these charts. Your document MUST follow a professional structure: Cover page that contains your details, assessment details etc. Service offering diagram (One page, no more) One page explanation of the service offering diagram Service process map /Blueprint (One page, no more) One page explanation of the process map/Blueprint You must incorporate theories and concepts related to services marketing discussed in the topics from weeks 1 to 4. In preparing your submission, you will need to use at least 5 sources of information that are referenced in accordance with Kaplan Harvard Referencing Guide. These may include corporate websites, government publications, industry reports, census data, journal articles, and newspaper articles. Assessment Submission This file must be submitted as a ‘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. Moodle 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 error message. You are also encouraged to submit your work well in advance of the deadline to avoid any possible delay with 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 “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 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: http://www.kbs.edu.au/current-students/student-policies/. Word Limits for Written Assessments Submissions that exceed the word 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. MKT203 Assessment 1 Marking Rubric – Service Mapping Blueprint 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% Analysis of the value offering /30 marks Your analysis lacks depth, and your interpretation is not relevant to the value offering of the two brands. You have briefly analysed some information regarding both the brands to differentiate; your interpretation is not always relevant to the value offering of the two brands. You have analysed most of the information regarding both the brands to differentiate; your interpretation is not always relevant to the value offering of the two brands. You provided a detailed analysis of the information regarding both the brands to differentiate; your interpretation is not always relevant to the value offering of the two brands. You have provided a comprehensive analysis of the information regarding both the brands to differentiate, although your interpretation is not always relevant to the value offering of the two brands. Service Blueprint /30 marks You have provided a service blueprint of Hoyts Australia that lacks clarity and/or does not covers the aspects of the service mapping to be customer experience-centric. You have provided a service blueprint of Hoyts Australia. Additionally, mapping the activities that are customer experience-centric would enhance your submission. You have provided a service blueprint of Hoyts Australia that covers some of the aspects of the service mapping to be customer experience-centric. You have provided a detailed service blueprint of Hoyts Australia that covers the aspects of the service mapping to be customer experience-centric. You have provided a holistic service blueprint of Hoyts Australia that covers all the aspects of the service mapping to be customer experience-centric. Chart Format /10 marks The format chosen for your chart is inappropriate and/or lacks thought and consideration for the intended audience. The format chosen for your chart is appropriate, but further attention to detail would improve its presentation. The format chosen for your chart is appropriate, but minor changes would enhance its presentation. Your chart is professionally presented and has been submitted in the appropriate format. Your chart is professionally presented and exceeds expectations for what is suitable for a business environment. Theory Application /10 marks Your analysis of value offering and chart does not satisfactorily identify and apply relevant service marketing theories and concepts. Your analysis of value offering and chart partially identifies and applies some relevant service marketing theories and concepts Your analysis of value offering and chart satisfactorily identifies and uses appropriate service marketing theories and concepts Your analysis of value offering and chart strongly identifies and applies relevant service marketing theories and concepts Your analysis of value offering and chart clearly and thoroughly identifies and applies relevant service marketing theories and concepts Grammar/Spelling /10 marks Spelling and/or grammar is consistently incorrect, impacting on the flow and readability of your memorandum. Mostly correct grammar and spelling used throughout, with consistent minor and/or major errors. Mostly correct grammar and spelling used throughout, with occasional minor and/or major error(s). Correct gramma r and spelling throughout the memorandum, with the occasional minor error. Correct grammar and spelling throughout the memorandum with no errors. 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. 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.