Posted: June 16th, 2022

Putting the Service Profit Chain to Work” from Harvard Business Review, March/April 2008

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Please write 3 small assignments
each paper should be single space and around 3 pages:
The first:
BEFORE BEGINNING WORK ON THIS ASSIGNMENT:
Read the article “Putting the Service Profit Chain to Work” from Harvard Business Review, March/April 2008.
STUDY HINT:
Pay attention to the language used in the article. Many of the phrases used, like “exceed your expectations” and “delight the customer” became instant buzzwords.
Please write some comments on one organization that you think should follow this approach. Do you believe the organization would score well in a service audit? What recommendations can you provide?
The second:
The Four Inefficiencies: (adding cost but not value)
 Logistics (time and motion)
 Information (who, what, when)
 Politics (internal or external)
 Ethics (losses, and the cost of loss prevention)
For each of these 4 items, find a real-life business example in which a company has suffered that type of cost. Your example might be a situation in which the company suffered from a mistake, or it might be an example in which the company chose the cost as the best possible solution among choices.
Write a single descriptive paragraph for each example.
As always, give references.
The third:
BEFORE BEGINNING WORK ON THIS ASSIGNMENT:
Read the original Bullwhip article, if you have not done so already. “The Bullwhip Effect in Supply Chains”, Hau Lee, Spring 1997, Sloan Management Review.
STUDY HINT:
The Bullwhip is closely related to the “Beer Game” that we talked about in class.
Identify an industry where you think the Bullwhip can occur. Do you have evidence that Bullwhip has occurred? What roles do the middlemen play in this industry? How could the middlemen roles be changed to everyone’s benefit? Please write a short response to these questions.

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