MGT202 Service Management and Innovation – Assessment 2 (2026 Edition)

Assessment Overview

Subject Title: Service Management and Innovation

Subject Code: MGT202

Assessment Title: Individual Online Presentation

Assessment Type: Individual

Weighting: 20 percent

Word Count: Not applicable

Presentation Length: Five minutes

Due Date: Week 10, Tuesday, 11:59 PM

Submission Method: Upload completed file to Moodle Dropbox link

Assessment Purpose

This assessment requires students to evaluate service culture within a real organisation. The task develops skills in critical thinking, professional communication, and applied service management analysis. Students must demonstrate the ability to assess how organisational culture influences service delivery, customer experience, and employee performance.

The presentation format reflects modern workplace expectations where managers and professionals must communicate ideas clearly using digital media. Students are expected to combine academic research with practical business evaluation.

Learning Outcomes

This assessment addresses the following learning outcomes:

• Learning Outcome 4: Analyse the relationship between service culture and organisational performance.
• Learning Outcome 5: Evaluate strategies for service innovation and improvement.

Assessment Task Description

Presentation Title

Evaluate the Pros and Cons of the Service Culture of Any Service Company

Students must prepare a five minute recorded PowerPoint presentation with audio commentary. The presentation must critically evaluate the service culture of a real service organisation.

Company Selection Rules

• You may choose any company from any service sector, including hospitality, tourism, retail, health care, finance, education, or telecommunications.
• The chosen company must be a real operating organisation.
• You may not select any of the following companies: Zappos, Virgin Atlantic, Atlassian, Maple Event Group, Four Seasons Hotels.

Assessment Requirements

Your presentation must include the following components:

1. A clear introduction to the selected company and its service context.
2. A company fact sheet slide providing key organisational details.
3. An evaluation of the positive aspects of the organisation’s service culture.
4. An evaluation of the negative aspects or limitations of the service culture.
5. Evidence of research through appropriate academic and industry references.
6. Professional slide design with relevant images and graphics.
7. A final reference list slide using APA referencing style.

The presentation should contain approximately five to seven slides, not including the reference list slide. Slides must be structured to support the spoken commentary rather than replace it.

Technical Instructions

Creating the Presentation

• Develop your PowerPoint presentation using any suitable template.
• Include visuals, charts, and images to support key points.
• Use bullet point animations to reveal information progressively.
• Record narration directly within PowerPoint using the Record Slide Show function.
• Ensure narration timing matches the information displayed on each slide.

File Format and Submission

• Save the final presentation as a movie file in MP4 format.
• Test the file to confirm sound and visuals operate correctly.
• Upload the completed movie file to the Dropbox submission link on Moodle.
• Do not upload the original PowerPoint file.

Students using Mac computers should test audio carefully. If the exported file has no sound, open the presentation in Keynote and re-export as a movie file.

Time Management Requirement

The total recorded presentation must not exceed five minutes. Presentations that go over the time limit will receive grade penalties. Students should rehearse carefully to ensure appropriate pacing and clarity.

Referencing Requirements

Although this is a presentation task, academic standards still apply. Students must:

• Use credible academic and industry sources.
• Cite sources on slides where appropriate.
• Include a full reference list on the final slide.
• Use APA 7th edition referencing format.

Grading Criteria and Rubric

The assessment will be evaluated using the following criteria:

• Clarity and depth of analysis of the pros of company service culture – 25 percent
• Clarity and depth of analysis of the cons of company service culture – 25 percent
• Evidence of external research and referencing – 20 percent
• Quality of slides, visuals, and professional presentation design – 15 percent
• Quality of narration, pacing, and adherence to time limit – 15 percent

Grades will be awarded according to the standard university scale: High Distinction, Distinction, Credit, Pass, and Fail.

Academic Integrity

All work submitted must be the student’s own original creation. Copying from websites, other students, or artificial intelligence tools without acknowledgment is not permitted. Any breach of academic integrity will be managed under university policy.

Sample Answer Content

Service culture represents the shared values and behaviours that guide how employees interact with customers. A strong service culture encourages staff to solve problems proactively and to focus on customer satisfaction. Organisations with positive cultures often experience higher loyalty and better brand reputation. However, an overly rigid service culture can limit innovation and discourage employees from offering new ideas. Poorly managed cultures may create unrealistic expectations and increase employee stress. Effective companies balance customer focus with employee wellbeing and operational efficiency. Leaders play a central role in modelling service behaviours and reinforcing desired standards. Training programs and reward systems help embed the culture across the organisation (Johnston & Clark, 2020, https://www.pearson.com). Regular evaluation ensures that service culture remains aligned with changing customer needs and market conditions.

Suggested References

Johnston, R., & Clark, G. (2020). Service Operations Management (5th ed.). Pearson Education. https://www.pearson.com

Lovelock, C., Patterson, P., & Wirtz, J. (2021). Services Marketing: People, Technology, Strategy (9th ed.). World Scientific Publishing. https://www.worldscientific.com

Wilson, A., Zeithaml, V., Bitner, M., & Gremler, D. (2022). Services Marketing: Integrating Customer Focus Across the Firm (8th ed.). McGraw Hill. https://www.mheducation.com

Grönroos, C. (2019). Service Management and Marketing (4th ed.). Wiley. https://www.wiley.com

Australian Competition and Consumer Commission. (2024). Consumer rights and service standards. https://www.accc.gov.au

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