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For this i need 2 tasks completing.
Task A is Reassessment or Defer
The primary aim of this assessment task is to provide an overview of the benefits of utilising a customer focused approach to service delivery in sport facilities and provide recommendations for improvement for a facility based on a Mystery Shopping visit.
For this assessment, you are required to complete a 1000 word report which includes the following:
• A fully referenced overview of the benefits of customer-focused approach to service delivery.
You should also:
• Devise a mystery shopper form to evaluate a customer journey through a sports facility experience. • Undertake a mystery shopper visit on a facility allocated to you, completing your mystery shopper form upon completion of your visit. • Your completed mystery shopper form should be included in the Appendix of your report
• Utilising the findings of your Mystery Shopper visit, and where possible making use of academic theory or industry-relevant publications :
• Identify any elements of best practice from your mystery shopper visit that could be considered for implementation across all Sheffield City Trust facilities.
• Identify and any aspects of poor practice that could be identified for potential inclusion in staff training at your allocated facility. The intended learning outcomes of this assessment task are to 1. Identify, explain and apply the key concepts and processes of facility performance management applied to the sport industry. 2. Undertake applied primary research in a selected sport facility, and apply a range of operational quality management approaches to that facility.
3. Communicate information, ideas and solutions in a professional written and graphical format appropriate to different audiences.
and then Task B to be completed too The primary aim of this assessment task is to present and analyse results from your Simu-SportCentre simulations, applying relevant concepts tools to help you make sense of performance data and identify areas for improvement.
For this assessment, you are required to complete a 1500 word report which includes the following:
1. Based on data from the first simulation, analyse the performance of Simu-SportsCentre with regard to the original objectives set.
2. In preparation for the second simulation:
• Select relevant facility performance indicators and calculate scores for these performance indicators. • Benchmark Simu-SportCentre’s performance against your selected performance indicators using data from the first simulation, and discuss how benchmarking helped identify areas for improvement in the second simulation.
• Evaluate your attempts to improve performance of Simu-SportsCentre in the second simulation.
The intended learning outcomes of this assessment task are to 1. Utilise technology enhanced applications to make and justify decisions related to problem solving for sport facility management. 2. Identify, explain and apply the key concepts and processes of facility performance management applied to the sport industry. 3. Communicate information, ideas and solutions in a professional written and graphical format appropriate to different audiences.
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