管理学考试exam/essay/report/assignment/paper代写-Managing Services

管理学考试exam/essay/report/assignment/paper代写

152.304 Managing Services

EXAMINATION PREPARATION

MATERIAL 2018

Please read this material carefully before you

start preparing for the examination

  • Past Exams:

  • Past exams are available from Massey Library website. From 2017 the

  • exam for all cohorts is exactly the same.

Preparing for the exam

  • You are not permitted to take any notes into the examination, so the best

  • thing you can do in preparation is to work your way through the

  • preparation materials and study the commentaries, readings provided on

  • stream, lecture or connect sessions, and this examination guide.

Page 1 of 10

  • Examination Times and Venues

  • Please check the date, start time and centre for your exams by logging

  • into your student homepage and clicking on the Results and Exams tab.

  • General tips

  • • Ensure that you know the date and time of the exam.

  • • If you haven’t had contact from Massey University regarding the

exam venue please phone 0800MASSEY.

  • Exam tips

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  • • Take your Massey ID card with you, or a card with a photograph on

  • • Be prepared to spend three hours writing for this exam

  • • Take a spare pen with you into the exam

  • • Take layers of clothing as temperature can vary in examination

  • • Carefully work out your time allocation for each section of the exam

before the exam – and stick to it. You can go back and addinformation later but try to answer all questions.

  • • Please ensure you know the venue, time and date of the exam.

rooms

it

  • Exam presentation tips

• Start each question on a new page

• Number the question clearly and make sure that the first sentencegives a very clear indication of the topic you are addressing.

• Leave some space free at the end of your answer. This enables youto go back and add to your discussion if you wish to.

• You have been given question for Part B and the Case for Part C.Because you know what the question is you are expected to pre-prepare your answers and expectations are higher than they wouldbe for answers where you have no fore-knowledge of the examquestions.

  • The front page of your exam will look as follows:

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Short Answer Questions

(Part A – 40 marks)

  • What you have to do

  • Answer FOUR questions only in this section.

  • You will have a choice from six questions.

  • Each question is worth 10 marks

  • Write your answers in the blue answer book

  • Write each answer on a new page

  • Clearly number the question you are answering

  • Your answers

  • In this section (Part A) you can include bullet points or short statements in

  • your answer. Each answer should be approximately 250 words.

  • Content

  • These questions are based on topics from throughout the course. The

  • questions relate to the following topics/chapters of the textbook and

  • topics:

    1. Chapter 2 (Understanding challenges for service managers);
    1. Chapter 3 (Developing and using the service concept);
    1. Chapter 5 (Managing customer expectations and perceptions);
    1. Chapter 6 (Managing supply networks and supplier relationships);
    1. Chapter 9 (Measuring, Controlling, Managing); and
    1. Chapter 13 (Learning from Problems).
  • Please note that any relevant content from the course (and other

  • information) can be used to answer the question.

  • Answer the question accurately and fully

  • Please read the questions carefully and answer exactly what is asked –

  • include all information you think is relevant.

  • DO manage your time carefully to ensure you actually write a

  • complete answer

  • Nothing is more heart-breaking that seeing an answer which has potential

  • but is suddenly cut off half way through. Prepare well and practise writing

  • your answers against the clock under exam conditions.

  • DON’T “waffle” and pad out your answer with irrelevant material.

  • Keep to the question/topic.

Page 4 of 10

Long Answer Question

(Part B – 30 marks)

  • You are given ONE long answer question. This question is given in full

  • below.

    1. Air New Zealand considers their service strategy to be the key

element driving their success. Imagine you are Air New Zealand’sDirector of Strategy and write a letter to your staff describing therelationship between strategy, customer relationships, valuecreation and profitability.

  • What you have to do

  • You should use essay format for your answer. Please note that you can

  • use headings in an exam essay.

  • Answer the topic/question accurately

  • One of the most common weaknesses in examination scripts relates to

  • students NOT answering the question, (writing either an irrelevant or

  • inaccurate or incomplete answer). Please read the instructions carefully

  • and be sure you understand what you are being asked to do so that your

  • answers are relevant, accurate and complete. Sometimes a question will

  • have two (or more) parts. Ensure that you answer all parts. If you only

  • cover one area, you risk missing out on marks for this question.

  • Write substantial answers

  • Another common reason for poor marks in exams is that students’

  • answers are insubstantial – they do not provide enough material to fully

  • answer the question. Length is not necessary correlated with quality.

  • However, it is fairly unlikely that an essay which is very short will gain a

  • respectable grading.

  • Length of Answers

  • This is always the most difficult question to answer, however your essay

  • should be long enough that you can adequately answer the question

  • asked. We would recommend that your essay be no less than 1,000

  • words.

  • Time is also a consideration here. You have approximately 55 minutes to

  • write your essay in the exam. Practice writing at home and see how much

  • you can write in this time. If you find that you can only write 600 words in

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  • this time then you need to ensure that you cover the main points in the

  • questions.

  • Provide evidence that you understand the relevant theory

  • It is not essential in the exam essay that you provide evidence, however

  • if you can mention relevant theories, in general, this will show the marker

  • that you know the theory and can relate it to the question topic. You do

  • not need to reference or provide theorists’ names to pass but if you wish

  • to gain higher grades please show that you have pre-prepared your

  • answer and can cite relevant sources.

  • Define your key terms/concepts

  • If there is a specific concept /idea or theory in the question then you should

  • define/explain these in your essay.

  • Content of written answers

  • In the examination, you will be assessed on content, not language. You

  • are, of course, expected to respond in grammatically correct sentences

  • and well organised paragraphs. However, our main assessment criterion

  • is whether you are able to provide an understandable response.

  • What we look for in your exam essay

  • • Evidence of knowledge of theory

  • • Understanding of the key issues

  • • The relation of theory to practice

  • • Contrasting points of view, where appropriate

  • • Links between concepts

  • • Topical examples

  • • A logical, well-structured answer – including an introduction,

  • discussion, and conclusion

  • • Correct grammar, spelling and punctuation

  • • Topic paragraphs

Page 6 of 10

Model format for essays

Opening statement

Standpoint

or

Define terms

Discuss

examples

+

Concluding statement

e.g. comment on question

(Introduction)

i.e. briefly explain/define key

concepts from the question

(Discussion)

e.g. consider

• arguments for/against

• points in support

• examples

(Discussion)

one or two sentences

(Conclusion)

Page 7 of 10

Case Study Questions

(Part C – 30 marks)

  • This is the exact case study and questions you will be presented with in

  • the exam. You can pre-prepare your answers. The trade-off with

  • knowing the case and questions is that we expect well-researched

  • thoughtful responses in the exam!

  • PART C: Case Study.

  • Each question is worth FIFTEEN (15) marks. Part C is worth

  • THIRTY (30) marks.

  • Read the case study below and answer BOTH questions.

  • Case: The Regional Forensic Science Laboratory

  • The Regional Forensic Science Laboratory (RFSL) provides a one-stop

  • service to a range of professionals. These professionals include police

  • officers investigating crimes, narcotics officers who want drugs analysed,

  • fire officers concerned to find the cause of a fire, defence counsels who

  • are trying to strengthen the legal case for their clients, hospitals wishing

  • to identify the cause of cases of poisoning, and private individuals who

  • might be considering taking civil action.

Michael Tay is the head of the RFSL and he explains how his unit- operates:

Forensic science is the application of science to the law and ourrole is to assist our clients in identifying suspects and victims,

clearing innocent persons of suspicion and bringing the wrongdoerto justice. Our task is to provide accurate and objective informationbased on the evidence with which we are provided. We provide

both written reports and verbal evidence in legal trials.

We have seven laboratories here, all under one roof, though oftenexhibits may well be sent from one lab to another for different

specialized examinations. The Toxicology Laboratory examines

body fluids and organs to determine the presence or absence ofPage 8 of 10

drugs and poisons. The Drugs Analysis Laboratory examines

exhibits for drug content and body fluids and hair for drug

consumption. The Physical Evidence Laboratory applies the

principles and techniques of chemistry and physics to identify andcompare a wide range of crime-scene evidence: firearms, gunshotresidues, tool marks, shoeprints, tire prints, paints, fibres,

explosives etc. The Biology Laboratory examines exhibits for

biological material (dried bloodstains, semen, saliva and other

body fluids) and identifies the source using conventional serologyor DNA typing. The Document Examination Laboratory examineshandwriting and typewriting on documents, some of which may bebadly charred, for example, to ascertain authenticity and/or source.The Latent Prints Unit processes and examines evidence for latentfingerprints and identifies the source of lifted prints. And the

Forensic Pathology Laboratory investigates sudden unnatural,

unexplained or violent deaths to determine the cause of death.

I know this sounds quite straightforward and scientific but the

reality is rather different – it is fraught with problems and confusion.All the police officers, fire officers and hospitals etc. will send

exhibits directly to the appropriate lab. This is fine until that lab

sends it to another lab and the client no longer knows who has

their blood sample etc.

The sample they give us will have been given to them by someoneelse. It might have come from a crime scene, from a victim or a

suspect or an eyewitness. Because it can take time to get the

sample from the origin it means we are under tremendous

pressure to undertake the analysis quickly in order to help them

complete the investigation. Hospitals, for example, rely on speedyresponse from the Toxicology Laboratory to ascertain the cause ofpoisoning so as to be able to administer the right antidote or

treatment quickly to save the victim. The other professionals areusually under very tight deadlines imposed by the organizations,such as courts, to which they are responsible.

Yet we have to be very careful to do a thorough and proper job

because at the end of the day the real customers are the suspect,either exonerated or convicted, the families and sympathizers ofthe suspects, the victims and their families who may have sufferedPage 9 of 10

terribly, the public, and of course the press and the media.

Forensic science carries a heavy weight in the legal system. TheJudge and Jury generally view forensic evidence as objective andimpartial when assessing the case against a defendant.

The forensic expert’s testimony must be clear and comprehensibleto lay persons. Prosecutors, defence lawyers, Judges and Juriesoften have little time or inclination to get to grips with highly

technical forensic evidence. We have to provide it in an accessibleway. Because we have to make the information accessible and

understandable, defence lawyers will use it to try to undermine thequality of the forensic science laboratory, our processes and evenour staff. Their Job is to interpret the evidence in favour of their

clients and so they will look for weaknesses in the forensic findingsto discredit the evidence or render it inadmissible. We also have aproblem with the evidence that is sent to us. We rely on the

people, at the scenes of crime for example, to collect the right typeand right amount of evidence. There is also the problem of whichevidence to believe – it is possible that it may have been ‘planted’.Furthermore, like many forensic services, our laboratories face

significant staff turnover and shortage, which affect capacity, resultin loss of expertise and disrupt client relationships. As a result ourdelivery times can be quite long. The situation is made worse bynew technologies that not only are expensive but require a

substantial investment in training. Also the people we have are

from scientific backgrounds and may be excellent in technical skillsbut lacking in business sense and customer awareness.

At the end of the day, members of the public want to see justicedone, and the criminal punished. They are alarmed when the

criminal and judicial processes are unsuccessful in identifying andconvicting the criminal. The public expects the correct culprit to bequickly apprehended and dealt with. Mistakes in the criminal

justice systems have a wide-ranging impact on the community,

victim, victim’s family, falsely accused person, investigators, theinvestigation process, the forensic community and the judicial

process. In capital punishment cases, the mistake cannot be

corrected because the sentence is irreversible. Justice must notonly be done, it must be seen as done, and we have a vital role toPage 10 of 10

play in this. Unfortunately, I sometimes feel that the system is

against us and we are not doing all that we should.

Page 11 of 10

  • Questions:
  1. Summarise the problems faced by Michael Tay and the otherprofessionals involved in the collection, analysis and use of

forensic evidence. You may find it useful to create a table to

help organise your answer.

  1. How could a supply chain approach overcome some of theseproblems?

Good Luck

Janet Sayers and Robert Davis

Regards

Page 12 of 10

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