MGT402 MODULE 1 CASE & SLP

MGT402 MODULE 1 CASE & SLP

 

Module 1 – Case

BALANCING CUSTOMER SERVICE COSTS WITH MAINTAINING COMPETITIVE ADVANTANGE

Case Assignment

In this assignment please write a 3- to 4-page argumentative essay based on the following position (or thesis) statement.

In order to attain or maintain competitive advantage, retail organizations must take particular care in establishing return policies.

In writing this essay, make sure you address the cost of losing a valued customer due to rigid policies vs. the cost of consumer return fraud. Also, address whether policies might differ between different types of retail outlets.

Assignment Expectations

This paper should be written in your own words and include:

An introduction stating the thesis, position, or central theme you plan to take or consider in your paper.

A main body that provides a cogent, well documented case in support of your thesis, position or central theme.

A conclusion concisely stating the main points of your analysis and the conclusions you reached.

Be sure to document your sources and provide in-text citations whenever you use information you obtained from a background reading or other outside source, as well as a separate reference list at the end of the paper. You MUST document where you got the information you are using in your papers! In-text citations are expected anytime you paraphrase an idea, or use data or information from another source. You must also limit using quoted material, and always use quotation marks and an in-text citation on the rare occasion that you quote another source verbatim.

The following criteria will also be used to assess your paper:

  1. Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
  2. Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
  3. Writing: Is the paper clear and well written with an academic tone?
  4. Use of Sources: Did the student apply recent, relevant sources to support key points?
  5. Mechanics: Was the paper properly formatted to include proper use of in-text citations?

 

Module 1 – SLP

BALANCING CUSTOMER SERVICE COSTS WITH MAINTAINING COMPETITIVE ADVANTANGE

In this Session Long Project submission you are asked to write a 2- to 3-page paper where you do the following:

i). identify a medium to large organization that is large enough to have departments (such as Human Resources, Finance & Accounting, Marketing, etc.).

You will want to choose an organization for which you have some inside information as you are going to use this organization and the departments (or groups) within the organization to consider questions related to ‘Internal Customer Service’ throughout the session.

The organization you select can be the organization you work for (or have worked for), or an organization that someone you know works for. Military or public sector organizations are OK. If you like sports, a sports related organization would be OK provided you know enough about the organization to respond to the SLP questions this session. Look ahead at future modules to make sure you’ll be able to formulate a response to each module based on the organization you select.

ii). Once you have identified the organization and described what the organization does, answer the following questions?

Discuss what quality internal customer service means to your organization. What efforts does the organization put forth? … and … What efforts should the organization put forth that they are not already doing?

SLP Assignment Expectations

The following criteria will also be used to assess your paper:

  1. Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
  2. Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
  3. Writing: Is the paper clear and well written with an academic tone?
  4. Use of Sources: Did the student apply recent, relevant sources to support key points?
  5. Mechanics: Was the paper properly formatted to include proper use of in-text citations?

Your essay should be 2 to 3 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from J. Bravo’s article written in 2010, that section of text must be followed with (Bravo, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.

 

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