BPP

Coursework Cover Sheet

Please use the table below as your cover sheet for the 1st page of the submission. The sheet should
be before the cover/title page of your submission.

Programme

Module name

Schedule Term

Student Reference Number (SRN)

Report/Assignment Title

Date of Submission
(Please attach the confirmation of any
extension received)

Declaration of Original Work:

I hereby declare that I have read and understood BPP’s regulations on plagiarism and that this is my
original work, researched, undertaken, completed and submitted in accordance with the requirements
of BPP School of Business and Technology.

The word count, excluding contents table, bibliography and appendices, is ___ words.

Student Reference Number: Date:

By submitting this coursework you agree to all rules and regulations of BPP regarding assessments
and awards for programmes. Please note, submission is your declaration you are fit to sit.

BPP University reserves the right to use all submitted work for educational purposes and may
request that work be published for a wider audience.

BPP School of Business and Technology

Programme Name : BSc Business

Management


Module Name : Service and Operations



Coursework Assessment Brief
2019/2020

Submission deadline: 23.59 hrs on Thursday 2nd January, 2020


Submission mode: Turnitin online access


1. General Assessment Guidance

• Your summative assessment for this module is made up of this Service and Operations
submission which accounts for 100% of the marks
• The deadline for submission is 23.59 hrs on Thursday 2nd January, 2020 Please note late
submissions will not be marked.
• You are required to submit all elements of your assessment via Turnitin online access. Only
submissions made via the specified mode will be accepted and hard copies or any other digital
form of submissions (like via email or pen drive etc.) will not be accepted.
• For coursework, the submission word limit is 2000 words. You must comply with the word count
guidelines. You may submit LESS than 2000 words but not more. Word Count guidelines can be
found on your programme home page and the coursework submission page.
• Do not put your name or contact details anywhere on your submission. You should only put
your student registration number (SRN) which will ensure your submission is recognised in the
marking process.
• A total of 100 marks are available for this module assessment, and you are required to achieve
minimum 40% to pass this module.
• You are required to use only Harvard Referencing System in your submission. Any content which
is already published by other author(s) and is not referenced will be considered as a case of
plagiarism.
You can find further information on Harvard Referencing in the online library on the VLE. You can
use the following link to access this information: http://bpp.libguides.com/Home/StudySupport
• BPP University has a strict policy regarding authenticity of assessments. In proven instances of
plagiarism or collusion, severe punishment will be imposed on offenders. You are advised to
read the rules and regulations regarding plagiarism and collusion in the GARs and MOPP which
are available on VLE in the Academic registry section.
• You should include a completed copy of the Assignment Cover sheet. Any submission without
this completed Assignment Cover sheet may be considered invalid and not marked.

2. Assessment Brief

1. The course work is in 1 part:

• A written report based on the operation of a small independent business. Businesses that are
part of large “chains” or franchises are unsuitable for this report. This can be a product or service
based operation or a combination of both. Your choice of operation must be approved by your
tutor during the formative process. If necessary your tutor will help and advise on choosing an
organisation. Examples would include: café, beauty salon, sandwich shop, health club, corner
shop/convenience store, dry cleaners, restaurant, gym

Students should not use tables to answer the questions. All answers should make sense without
tables. Contents in the tables should contribute only as extra information.


2. Assessment
This is a realistic exercise and your tutors are expecting to take away some real ideas and suggestions
from your reports.

The task: You must visit the operation of your choice as part of this course work; however, it is
important to remember that you are representing BPP, so please ensure that you are considerate to
the business and its needs. Business ethics will be covered during the weekly webinars.

Whilst visiting the operation it will aid your marks if you collect some quantifiable data and evidence
to support your views and analysis. Evidence might be gathered in the form of photographs,
interviews, primary research with customers, secondary research of websites, and other reviews etc

Please read this carefully and then prepare a report with the following content:
1. An introduction and overview of your chosen operation (10 marks)
2. Layout -- describe the type(s) of layout used in delivery of the product/service, and
identify any areas of concern (20 marks)
3. An analysis of the operational challenges using the 4V’s model as a basis. (20 marks)
4. Quality -- define what quality means for the operation, and critically analyse the
performance (10 marks)
5. Waste – identify and describe the any areas of waste in the operation and assess the
impact on operational performance (20 marks)
6. Identify two improvements you would recommend to the operation and justify your
answers (10 marks)
7. Presentation and references (10 marks)

Coursework - Question Breakdown of marks – 100% Approach guidance
1. An introduction and overview of your Overview of Business - 10 marks Students will provide an introduction and overview to the operation of their
chosen operation. (10 marks) Total 10 marks choice. This may include a photograph, capacity, location, type of offerings
etc.
2. Layout -- describe the type(s) of Drawing of the layout - 10 marks For excellent marks, students will present clear diagrams and perhaps
layout used in delivery of the Identification of the layout types -5 marks photographs to support their arguments. Areas of concern will identify the
product/service, and identify any Areas of concern - 5 marks impact on the smooth running of the operation. Some of the 5S tools may
areas of concern. (20 marks) Total 20 marks well be appropriate in this section

3. An analysis of the operational Analysis of the operational challenges using the 4V For excellent marks students will collect evidence to support their
challenges using the 4V’s model as a model – 5 marks for each of the 4Vs arguments and should address the challenges and not just state the facts.
basis (20 marks) Total 20 marks Students need to demonstrate a good understanding of the 4V model and
any other models used
4. Quality -- define what quality means Definition of quality elements - 5 marks Students to clearly identify many of the measurable elements that define
for the operation, and critically Performance assessment - 5 marks quality for their operation from a customer perspective
Total 10 marks Excellent students might bring in competitive pressure as a method of
analyse the performance (10 marks) setting quality objectives. Examples of quality might be taste, smell, and
décor in a restaurant
5. Waste – identify and describe any Identification of wastes and correct reference to the 7 For excellent marks students provide clear and accurate description of the
areas of waste in the operation and wastes – 10 marks wastes, using supporting photographs
Impact on performance – 10 marks Linkage with the 5 performance objectives may be of benefit here, with
assess the impact on operational Total 20 marks reference to models in the core text
performance (20 marks)

6. Identify two improvements you Accurate identification of the improvements to be made For excellent marks, students will accurately identify the improvements to
would recommend to the operation to the service delivery with justification, based on your be made to the operation and justify their choices. This may include a new
analysis in the previous questions layout of the premises or process flow etc. Improvements should focus on
and justify your answers. (10 marks) 5 marks for each improvement solutions to concerns found in questions 2, 3, 4, 5 and the impact on
Total 10 marks performance
7. Presentation and references 10 marks are available for clear layout, spelling, The language used should be appropriate to the academic context and
(10marks) grammar, diagrams, graphs and accurate referencing. business communication and should avoid colloquialisms, informal terms
Total 10 marks and jargon.


Appendix A - General Grading Criteria – Level 6

PASS FAIL

Criterion 80-100% 70-79% 60-69% 50-59% 40-49% 30-39% 0-29%

Knowledge & (a) Very deep (a) Deep (a) Very good, (a) Good (a) Some (a) Inadequate, (a) Little or no
Understanding knowledge of the knowledge of the thorough and knowledge and knowledge and poor or very poor knowledge or
topic, explicitly topic, explicitly explicit understanding of understanding of knowledge or understanding of
a) Systematic
knowledge & central topic central topic
Understanding related to related to understanding of central topic
extremely comprehensive understanding of issues, some issues. central topic issues.

comprehensive knowledge of the the topic. explicitly issues.

identified.
knowledge of the discipline(s). (b) Not clear or
An appreciation of
discipline(s). Evaluation of
and explicit links Some precise
(b) Significant
Evaluation and current understanding of
to a wider field. appreciation of a (b) Some gaps in the
contribution to knowledge thoughts and
wider field. evidence of the understanding of
current practices related
b) Emerging practices related
knowledge understanding of
Thought (b) Application of (b) Clear evidence to the required
(b) Some clear the thoughts and to the discipline
(b) Excellent recent emerging of an discipline
evidence of the practices related indicated
usage of recent thought or understanding of indicated
application of to the discipline
emerging thought practices from the thoughts and
thoughts and indicated.
and/or practices discipline practices at the
practices at the forefront of the
from a range of
forefront of the discipline.
appropriate
discipline
disciplines

PASS FAIL

Criterion 80-100% 70-79% 60-69% 50-59% 40-49% 30-39% 0-29%

Argument (a) Consistently (a) A high level of (a) Presentation (a) The (a) Evidence of (a) Work is (a) Work is wholly
high levels of ability to analyse of a coherent development of a some critical descriptive and descriptive and
a) Analysis,
ability to analyse critically using a critical argument critical analysis awareness. uncritical. uncritical.
Synthesis &
Evaluation critically using a range of demonstrating without guidance. Contains
There is analysis Generalisations,
wide range of perspectives. the ability to Some ability to numerous
which is unsubstantiated
appropriate Excellent analyse, synthesise generalisations,
structured within assertions and
criteria, sources synthesis of synthesise and concepts, theories unsubstantiated
guidelines. exaggeration.
and perspectives. elements of the evaluate to form a and practice. assertions and
Excellent argument balanced and Application of a Some difficulty in exaggeration.
synthesis of including contrary supportable range of analytical balancing and
elements of the views. judgement. Use methods substantiating (b) Numeric
(b) Numeric
argument of contrasting appropriate to the analysis that is
points made. analysis is almost
incomplete or
including contrary perspectives. task.
(b) Numeric non-existent and
views. contains errors
analysis that is also incorrect
which have
complete and (b) Numeric (b) Numeric (b) Numeric critical effect, or
b) Numerical (b) Numeric mostly free from analysis that is analysis that is analysis that is
methods that are
Analysis analysis that is errors with fluent complete and complete and mostly complete
applied (c) Total lack of
complete and free and appropriate mostly free from mostly free from but contains inappropriately consistency or
from errors with application of errors with significant or errors with structure in the

application of methods. relevant and critical errors with significant effect, argument. Nil or
methods that may effective appropriate or methods that (c) Lack of
limited
be insightful or application of application of are applied consistency or
(c) Extremely integration of
original methods. methods. inappropriately structure in the
strong and evidence and no
c) argument. Serious
consistent awareness of the
Argumentation weaknesses in the
argument that limitations or

PASS FAIL

Criterion 80-100% 70-79% 60-69% 50-59% 40-49% 30-39% 0-29%

(c) Extremely convincingly (c) Evidence of an (c) Evidence of an (c) Evidence of a integration of weakness of
strong and addresses issues argument that is overall convincing consistent evidence and/or research
consistent including generally argument but argument but no awareness of

argument making uncertainties and convincing with a may have may have the limitations or

a convincing conflicts. good internal weaknesses, gaps weaknesses, weaknesses of the
whole with Excellent use of consistency and or inconsistencies. significant gaps or research.
evidence of information addresses most Clear use of be unconvincing.
d) Independent originality. gathered which to issues. Very good information Clear use of
(d) Over reliance
Research Impressive ability support and use of gathered but may information
on very restricted
in the use of further the information have some gathered but may
range of personal
information argument gathered to weaknesses in the not be sufficient
or secondary
gathered to support the integration into to sustain the
research much of
support the argument. the argument. argument.
(d) Substantial which may not be (d) Generally only
argument. (d) Evidence of a
research and evaluated and a very restricted
evidence of an (d) Clear evidence (d) Appropriate consistent may not be range of personal
(d) Evidence of an innovative use of of considerable use of a wide argument but directly related to research which is
innovative or a wide range of personal research range of personal may have the question not evaluated
original use of personal research and the use of a research which is weaknesses or be and is not directly
extensive with clear and diverse range of critically unconvincing. related to the
personal research consistent appropriate evaluated for key Clear use of question
which has been evaluation sources but may conceptual issues information
thoroughly conceptual contain problems although this may gathered but may
evaluated with consistency not be consistent not be sufficient
conceptually in the conceptual throughout to sustain
evaluation

PASS FAIL

Criterion 80-100% 70-79% 60-69% 50-59% 40-49% 30-39% 0-29%

Presentation (a) Excellent (a) Excellent (a) Good structure (a) Adequate (a) Adequate (a) Poor structure (a) Extremely
a) Structure
structure and structure and and presentation structure and structure and and presentation poor structure
b) Referencing
presentation presentation presentation presentation and presentation
(b) Full and (b) Poor
c) Use of Language
(b) Precise, full (b) Precise, full appropriate (b) Good (b) Competent references and (b) Very limited or
and appropriate and appropriate references and references and references and notes with nil referencing
references and references and notes with minor notes with minor notes but may multiple with numerous
notes. notes. or insignificant or insignificant contain inconsistencies, errors and
(c) Subtle use of (c) Precise use of errors errors or inconsistencies, errors or omissions
language language (c) Clear and omissions errors or omissions
expressing a high expressing precise use of (c) Generally clear omissions (c) Serious errors (c) Extreme errors
degree of thought complex thought language allowing use of language (c) Generally in the use of in use of language
with clarity and with clarity, a complex sufficient for understandable language which and an extreme
precision to a accuracy and argument to be arguments to be use of language makes meaning lack of clarity
level appropriate precision which easily understood readily but significant unclear or
for submission for furthers and and followed understood and errors in imprecise
publication. enhances the followed expression
argument affecting overall
clarity