SSM 304 Service Sector Management
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| Objective | Instrument and Method | Information Literacy Standard |
Performance indicator | Outcome/s | Bloom’s taxonomy |
| Objective 3: Improving oral and written communication skills |
TAP Presentation and Exec. Summary |
S2: The information literate student accesses needed information effectively and efficiently |
S2.P5: The information literate student extracts, records, and manages the information and its sources. | S2.P5.5d: Records all pertinent citation information for future reference. | |
| S4: The information literate student, individually or as a member of a group, uses information effectively to accomplish a specific purpose. | S4.P1:The information literate student applies new and prior information to the planning and creation of a particular product or performance. | S4.P1.1a: Organizes the content in a manner that supports the purposes and format of the product or performance (e.g. outlines, drafts, storyboards). | |||
| S4.P3:The information literate student communicates the product or performance effectively to others. | S4.P3.3a: Chooses a communication medium and format that best supports the purposes of the product or performance and the intended audience. | ||||
| S4.P3.3b: Uses a range of information technology applications in creating the product or performance. | |||||
| S4.P3.3c: Incorporates principles of design and communication. | |||||
| 4.P3.3d: Communicates clearly and with a style that supports the purposes of the intended audience. | |||||
| S5: The information literate student understands many of the economic, legal, and social issues surrounding the use of information and accesses and uses information ethically and legally. | S5.P3:The information literate student acknowledges the use of information sources in communicating the product or performance | S5.P3.3a: Selects an appropriate documentation style and uses it consistently to cite sources. | |||
| Current Topics | S3: The information literate student evaluates information and its sources critically and incorporates selected information into his or her knowledge base and value system. | S3.P4:The information literate student compares new knowledge with prior knowledge to determine the value added, contradictions, or other unique characteristics of the information. | S3.P4.4a: Determines whether information satisfies the research or other information need. | ||
| S3.P4.4g: Selects information that provides evidence for the topic. | |||||
| S4: The information literate student, individually or as a member of a group, uses information effectively to accomplish a specific purpose. | S4.P2: The information literate student revises the development process for the product or performance. | S4.P2.2b: Reflects on past successes, failures, and alternative strategies (FOR THE 2ND CURRENT TOPIC). | |||
| S4.P3: The information literate student communicates the product or performance effectively to others. | S4.P3.3d: Communicates clearly and with a style that supports the purposes of the intended audience. | ||||
| S5: The information literate student understands many of the economic, legal, and social issues surrounding the use of information and accesses and uses information ethically and legally. | S5.P3:The information literate student acknowledges the use of information sources in communicating the product or performance. | S5.P3.3a: Selects an appropriate documentation style and uses it consistently to cite sources. | |||
| Application papers | S3: The information literate student evaluates information and its sources critically and incorporates selected information into his or her knowledge base and value system. | S3.P4: The information literate student compares new knowledge with prior knowledge to determine the value added, contradictions, or other unique characteristics of the information. | S3.P4.4f: Integrates new information with previous information or knowledge. | ||
| S3.P4.4g: Selects information that provides evidence for the topic. | |||||
| S4: The information literate student, individually or as a member of a group, uses information effectively to accomplish a specific purpose. | S4.P1: The information literate student applies new and prior information to the planning and creation of a particular product or performance. | S4.P1.1a: Organizes the content in a manner that supports the purposes and format of the product or performance (e.g. outlines, drafts, storyboards). | |||
| S4.P3:The information literate student communicates the product or performance effectively to others. | S4.P3.3d: Communicates clearly and with a style that supports the purposes of the intended audience. | ||||
You may organize your presentation in any way that you feel will have the most positive impact on your audience. Each team is expected to conduct a question and answer session at the end of their formal presentation. Your team must be prepared to generate questions for discussion in the case of low audience participation (if your presentation sparks audience interest, you shouldn’t need to worry about preparing extra questions).
Title Slide—include team name, team members’ names, and a creative
title for the presentation.
Overview—provide an agenda or some type of road map for your presentation.
Company Background—describe the company’s location, size, and the
services it provides; also identify any special factors in the organization’s
environment or industry that influence the way your topic is practiced by that
organization.
Application—describe how the service organization(s) applies the topic
you have chosen in actual practice; cite specific examples and/or describe programs
used by the organization(s).
Analysis and Recommendations—analyze the effectiveness of the organization’s
practices, especially in terms of their connections with theoretical course
concepts and their impact on overall service quality. Use your knowledge gained
researching the topic and the organization to also suggest at least TWO recommended
changes that would improve CSUSM and/or the organization that you studied.
Conclusion—convey to your audience in a memorable way the TWO most important
insights that the audience should take with them from your project.
Slides & References—on the day of your presentation send me an e-mail with an attachment of your slides.
CONTENT
Understanding of the Topic:
Expanded our understanding of the topic
Reflected depth and quality of research
Incorporated relevant outside material
Effectively responded to audience questions following the formal presentation
Application of the Topic to the Service Sector:
Applied the topic in an interesting manner (instead of repeating the texts)
Clarified how the topic affects service quality
Provided adequate information about the company and its practices
Provided sound reasoning for recommendations DELIVERY (30 points)
Structure:
Team member involvement and coordination
Preparation and efficient use of time
Effective organization and flow of main points
Attention-grabbing opening and effective conclusion
Style:
Presentation skills—voice, body, language
Originality and creativity
Audience interest maintained throughout
Quality of visual aids (appearance, grammar, consistency)
A requirement to turn in an executive summary of the research conducted for your TAP presentation will hopefully provide an incentive for your team to finish this research well in advance of your presentation. It may also cause questions to surface about the presentation that I can clarify early on rather than the week of your presentation. You should be able to use this summary as a framework for the presentation. This assignment will also give me an opportunity to provide you with some detailed feedback on your project.
A creative title page (including the title itself)
The following sections (no longer than TWO single-spaced pages in length, 11
or 12 point font):
- project purpose and objectives
- brief company background with key organizational characteristics
- application and analysis highlights (i.e., what are the key findings of your
research)
- recommendations (at least TWO ideas that would improve the organization’s
or CSUSM’s practice of your chosen topic)
A references page that identifies 8-10 external references; books and articles from newspapers, journals, and business periodicals are all popular research sources; you may use up to two websites and two personal interviews for your required references
Use section headings and a reader-friendly format
Quality of Required Elements: thorough completion of the task requirements listed above; specific highlights of what you learned from your analysis.
Written Quality: spelling and grammatical quality, written appearance, and creativity.
The purpose of the application paper is to demonstrate your ability to apply the concepts learned on this mission (SSM 304) to your personal and/or professional circumstances.
This assignment requires that you identify a current problem situation in an
“organization” to which you belong, apply concepts from SSM 304 to
analyze the particular situation, and use your insights to make meaningful recommendations
for improvement.
Title Page
Include your name and a creative title that indicates the primary focus of the
paper.
Problem Situation
Describe the situation to which you will be applying the course concepts. Provide
whatever background is necessary for me to understand the nature of the problem
and the context (type of organization, key parties involved in the situation,
etc.)
Application and Integration
Apply at least THREE distinct course concepts to perform a thorough analysis
of the problem situation. One concept should be the primary focus of the analysis,
but you will need to demonstrate connections (i.e., integration) between that
focal concept and two or more other related concepts. This section should result
in better understanding of why the problem is occurring based upon our course
concepts.
Recommendations
Use your knowledge gained from our course and build upon the previous section
to suggest at least TWO recommended changes that would improve the problem situation.
Implication
In one paragraph identify the key learning from your application and briefly
explain a personal implication of that insight.
Overall written quality
Spelling/grammatical quality and written appearance (good use of section headings,
bullet points, and white space).
The overall length of the paper should be 2-3 pages (single-spaced, 11 or 12-point font). The length parameters do not include the title page.
You are expected to complete two current topics assignments. Articles may be selected from the popular business press (e.g., Business Week, Fast Company, Fortune, or The Wall Street Journal), from newspapers, or from the Internet (the article copies may be hard copy or Internet printouts). Articles used for these assignments must come from 2001 or 2002 publications.
Current Topic #1
Theory X/Theory Y Core
Organizational Values
Leadership
Customer Service Quality
Group Dynamics
Work Teams
Job Satisfaction
Organizational Commitment
Diversity
Power & Influence
Current Topic #2
Perceptions & Attributions
Motivation & Reward Systems
Personality Socialization
Training or Learning
Managing Job Stress
Communication
Empowerment/Ownership
Trust in Organizations
Managing the Evidence
Employee Development
Mentoring
Three components are needed:
(1) Application (1 – 2 pages in length, single-spaced using 11 or 12-point
font)
Reference the source and title of the article at the beginning of your Current
Topic. Provide a brief (a short paragraph) overview of the article’s main
points and one specific item that you liked or disliked about the article. Demonstrate
the relationships between what you have learned by reading the materials for
this course and the content of the article you chose to read; do not simply
repeat what you have learned, but analyze and apply what you have learned to
the particulars of the article; cite specific examples to support your main
points.
(2) Written Quality
Proofread your paper to eliminate (or at least reduce) spelling and other grammatical
errors. Use section headings or bullet points to enhance the appearance of your
paper. Incorporate meaningful transitions and a logical flow for your key ideas
(3) Copy of the article
Include a photocopy (or electronic printout) of the article you selected. Reduce
the size of the copy for lengthy articles to minimize the number of additional
pages. You only receive credit for the assignment if you have attached a copy
of the article
The copy of the article should be stapled to the back of your write-up. Your evaluations on the Current Topics will be based both upon content quality and written quality as described below. Note that the first Current Topic is worth ten fewer points than the second Current Topic. This should allow you to obtain feedback from the first one and use it effectively with the second Current Topic.